Request Promptly
Submit a replacement request as soon as a genuine delivery or access issue is discovered.
Support policy
Replacement Policy
Review the eligibility conditions and prepare complete evidence before submitting a replacement request.
Provide Evidence
Include clear screenshots or other relevant evidence showing the exact issue.
Review Process
Every request may be reviewed against the product information, delivery details and submitted evidence.
Replacement Eligibility
A replacement request may be reviewed when a delivered product does not match the listed product information or when the supplied access information does not work at the time of delivery.
Eligibility depends on the product details, applicable delivery conditions and the quality of the evidence provided with the request.
Required Information
- The relevant product or order information.
- A clear description of the exact problem.
- Screenshots or evidence showing the issue.
- The approximate time the issue was first discovered.
- Confirmation that the product instructions were followed correctly.
Requests That May Be Rejected
- Requests submitted without sufficient evidence.
- Issues caused by incorrect use or failure to follow supplied instructions.
- Requests based only on a change of mind.
- Duplicate requests for an issue already under review.
- Requests containing altered, misleading or incomplete information.