Damaged/Defective Policy
At Rexshades, we take product quality seriously. If your order arrives damaged, defective, incorrect, or missing parts, please contact us as soon as possible so we can review the issue and provide an appropriate resolution.
1. REPORTING TIMEFRAME
Please report any damaged, defective, incorrect, or incomplete item within 7 days from the delivery date, as confirmed by the carrier’s tracking system.
Note:
This 7-day reporting timeframe applies specifically to damaged, defective, or incorrect items. It does not affect our 30-day Return & Refund Policy for change-of-mind returns.
Requests submitted after this timeframe may be subject to review and may not be eligible for resolution.
2. REQUIRED EVIDENCE
To help us verify the issue and process your request efficiently, please contact support@rexshades.com with the subject line “Damaged / Defective Item” and include the following information:
• Your order number
• The item name or names involved
• A clear photo or video showing the issue
• A photo of the item in full and a close-up of the issue
• A photo of the shipping label on the package
• A photo of the outer packaging if available
Please keep the item and its packaging until the case is resolved, as they may be required for verification.
In some cases, we may request additional information in order to investigate the issue with the shipping carrier or our fulfillment partner.
3. RESOLUTION OPTIONS
Once the issue has been reviewed and confirmed, we will provide an appropriate resolution depending on the circumstances.
Possible resolutions may include:
• Replacement shipment at no additional cost
• Partial refund
• Full refund issued to the original payment method
This policy applies specifically to damaged, defective, or incorrect items and does not affect our Return & Refund Policy for other situations.
4. WHAT IS NOT CONSIDERED A DEFECT
The following situations are not considered product defects and may not qualify for a replacement or refund:
• Minor variations in color due to screen settings or lighting conditions
• Damage caused by misuse, improper handling, or incorrect installation where applicable
• Normal wear and tear from regular use
5. CONTACT US
If you need assistance regarding a damaged, defective, or incorrect item, please contact us:
Rexshades
Email: support@rexshades.com