Dropea warranty and claims policies
Warranty policies
We offer our commitment and assistance in case of incorrect or defective purchases.
To proceed, please contact us through our official customer service channels. Send us the necessary information to verify and confirm your case. Once approved, we will begin the process.
If you are a dropshipper and the order contains a defective or incomplete product :
1. The supplier may:
- Send a new product free of charge if it is damaged.
- Send the missing part free of charge if the product is incomplete.
Important : The supplier will not cover shipping costs, except if you wish to recover the damaged product. The dropshipper will be responsible for the fulfillment costs.
If the order does not contain the correct quantity of units :
2. The supplier may:
- Send the missing unit at no cost, covering shipping and fulfillment.
- If you decide not to send the missing unit, a full refund will be issued.
These are the default policies, unless otherwise stated in the product warranties.
Attention : The dropshipper is responsible for sending all requested evidence within 7 days of order delivery. Otherwise, the guarantee will be void.
Warranty policies for fragile products
In order to ensure efficient management of warranties and minimize incidents during transport, it is necessary that all fragile products (such as perfumes, creams, products in glass containers or similar) be sent inside a protective box, provided that the supplier has the corresponding SKU, to guarantee their physical integrity.
Important : If a fragile product is damaged and was not shipped in a box, the supplier may refuse to process the corresponding warranty claim, as the minimum packaging requirements for this type of item will not have been met.
Claims policy
Lost Order: Procedure and Solution for Dropshippers
If the product is imported and stored by us:
• We will handle a claim with the shipping company.
• We will reimburse you for the cost of the product under the free LOTT insurance (€6.67/kg).
If the product is from a supplier:
• Shipping costs will not be refunded, as LOTT's free insurance covers either the shipping or the cost of the product.
• We will pay you the cost of the product up to a maximum of €6.67/kg
Example:
▪ If the product cost is €3.45, we will add €3.45 to your wallet
▪ If the product cost is €12.20 and weighs 1kg, we will add €6.67 to your wallet
Dropea will handle all claims management and will notify you once the claim has been resolved and the corresponding wallets have been credited.
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