🛡️ Dropea's warranty and claims policies
At Dropea we offer assistance in case of incorrect purchases, defective or incomplete products, or issues related to transportation.
📩 How to start a request?
Contact the customer support team through official channels and submit the necessary information to verify your case. Once approved, the corresponding process will begin.
📦 Defective or incomplete product
If you are a dropshipper and the order contains a defective or incomplete product, the supplier may offer one of the following solutions:
- ✅ Send a new product free of charge if the product 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 have to pay the fulfillment cost.
🔢 Order with incorrect quantity of units
If the order does not contain the correct quantity of units, the supplier may:
- ✅ Send the missing unit free of charge, covering shipping and fulfillment.
- ✅ If you decide not to send the missing unit, a full refund for the missing unit will be issued.
ℹ️ Please note:
These are the default policies, unless otherwise stated in the specific product warranties.
🚨 Deadline to submit evidence:
The dropshipper is responsible for sending all requested evidence within 7 days of order delivery .
If it is not sent within that period, the warranty will be void.
📦 Warranty policies for fragile products
To minimize incidents during transport and to properly manage warranties, fragile products must be shipped inside a protective box whenever the supplier has the corresponding SKU.
This applies, for example, to:
- 🧴 Perfumes.
- 🧴 Creams.
- 🍶 Products in glass containers.
- 📦 Similar items that require additional protection.
⚠️ Important:
If a fragile product arrives damaged and was not shipped in a protective box, the supplier may reject the warranty, as the minimum required packaging conditions will not have been met.
📝 Process warranty
To initiate a warranty claim, use the platform's ticketing system .
🚚 Claims Policy
If a package is lost during transport, Dropea will handle the claim with the corresponding shipping company.
📦 If the product is imported and stored by Dropea
- ✅ We will handle the claim with the shipping company.
- ✅ We will reimburse you for the cost of the product under the free LOTT insurance of €6.67/kg .
🏭 If the product is from a supplier
- ⚠️ Shipping costs will not be refunded.
- ✅ The cost of the product will be reimbursed up to a maximum of €6.67/kg .
🧮 Examples:
If the product costs €3.45 , we will add €3.45 to your wallet.
If the product costs €12.20 and weighs 1 kg , we will add €6.67 to your wallet.
✅ Management by Dropea:
Dropea will handle all the management of the claim and will notify you once it has been resolved and credited to the corresponding wallets.