What if my order is damaged?

1. Immediate Action Upon Delivery:

Upon receiving your parcel, we strongly recommend inspecting the item(s) immediately for any signs of damage before confirming receipt.

2. Reporting a Damaged Order:

If your order arrives damaged, it’s crucial to report it as soon as possible:

• Timeframe: You must report the damage and request a resolution within 7 days of delivery. Reporting beyond this period may affect your eligibility for a refund, return, or replacement.
• How to Report:
  1. Log In: Log in to your dMarketplace account.
  2. Go to Orders: Navigate to “My Account” and then select “Orders.”
  3. Select the Order: Locate the specific order that contains the damaged item and click on it.
  4. Click “Get Support”: On the order details page, click the “Get Support” button.
  5. Submit Request: Choose “Damaged Item” or a similar option. Provide a clear, detailed description of the damage. Crucially, attach clear photographs or videos that visibly show the damage to the item and, if applicable, the packaging. This evidence is vital for the vendor’s assessment.

3. Resolution Options:

Once you’ve submitted your report with supporting evidence, the vendor will review your request. Depending on the severity of the damage and the vendor’s policy, the available resolutions may include:

• Refund: A full or partial refund for the damaged item.
• Return for Refund: The vendor may request that you return the damaged item before processing a refund.
• Resend/Replacement: The vendor may offer to send a brand new, undamaged replacement item at no additional cost. This is often the preferred solution for minor to moderate damage.

4. Vendor Policy is Key:

While dMarketplace facilitates the reporting process, the ultimate decision on the resolution (refund, return, or resend) and the specific terms (e.g., whether the item needs to be returned) depends entirely on the individual vendor’s policy.

• Check Product Description: Always refer to the specific vendor’s return and damage policy, which is often detailed in the product description or within the vendor’s store terms and conditions on dMarketplace. This policy will govern the terms of your resolution.

5. Process Flow:

1. You report the damage with detailed description and photographic/video evidence within 7 days.
2. The vendor reviews your submission and the evidence provided.
3. The vendor communicates their approved resolution and instructions (e.g., confirmation of refund, instructions for returning the item, or details for the reshipment).
4. If a refund is approved, it will be issued to the same cryptocurrency payment address used for the original purchase (as per our refund policy). If a return is required, follow the vendor’s specific shipping instructions.

Important Considerations:

• Evidence is Critical: Clear and comprehensive photos/videos of the damage significantly speed up the resolution process.
• Communication: Maintain open communication with the vendor through the support ticket system.
• Time Limit: Adhering to the 7-day reporting window is vital for your claim to be considered.

Need Further Assistance?

If you have submitted a damaged order report and haven’t received a timely response from the vendor, or require further assistance, please contact dMarketplace customer support directly via the “Contact Us” link on our website.