Damaged Items

DAMAGED ITEMS

Upon receiving your order, all responsibility for loss or damage is transferred to the consumer. With this in mind, it is important that you:

• Verify if the number of boxes delivered matches the delivery note. If this condition is not met, you should refuse the order and contact us via email at info@budwing.com. If you accept an incomplete order, it will not be possible to request a replacement or file a claim for the missing items.

• If you notice that the received merchandise does not match your order or is visibly damaged due to transportation, you should refuse the order and contact us via email at info@budwing.com. If you accept the damaged merchandise and the item inside is also damaged, BUDWING reserves the right not to provide any form of compensation.

After contacting us, regardless of the refusal situation, we will work with you to find the best solution to resolve the issue, which may involve sending a new item at no additional cost.

 

Important: If you accept the delivery of a product that comes with damaged or non-compliant packaging, BUDWING reserves the right to not provide any compensation, as the responsibility passes to the consumer for accepting the order in its current condition.

 

If your order has arrived in perfect condition and in the desired state, and yet it is damaged or has any issues, please contact us immediately* via email at info@budwing.com, providing the following information:

- Order number and registered name;

- Description of the problem (damage, incorrect item, missing parts, or any other issue);

- Provide photographic evidence of the problem (minimum of 4 photos and/or 1 video in the case of mechanical issues);

- Send a photograph of the tracking label located on the bottom of the item (it is a rectangular label with technical information about the product itself).

 

*You have 30 days from the receipt of your order to contact us in case of damages or other issues. After contacting us (within this timeframe), it is important to stay vigilant and cooperate to resolve the problem. If 14 days pass after your complaint and we do not receive any further response from you, we will consider the case closed due to lack of contact.

 

 

All this information is mandatory for us to proceed with the complaint and resolution of the problem. BUDWING reserves the right not to provide any compensation if the customer does not cooperate.

After providing all the necessary information, we will analyze your case and present you with the available solutions (depending on each case), which may include the following:

• Item exchange: You should pack the item in boxes (original or others, at the customer's expense) and inform us that the item is ready for collection. We will arrange for its collection, and upon confirmation from our carrier, we will send you a completely new item at no additional cost. This is the fastest and most convenient way to receive the item in good condition, without significant delays or issues.

• Part replacement: You should identify the specific part you want to replace (using the assembly manual) and inform us accordingly. We will produce the replacement part and send it to you as soon as it is ready for replacement. This process may take between 2 to 3 weeks as it involves the production of an additional component. Once you receive the new part, you can dispose of the old one.

• Return and refund: If you indeed wish to return and cancel your order, you should pack the item in boxes (original or others, at the customer's expense) and inform us that the item is ready for collection. We will arrange for its collection, and upon confirmation from our carrier, we will proceed with the refund for the item. The refund will be issued through the same payment method you used and may take a few business days.

 

Exceptions/Non-returnable items

Certain types of items cannot be returned, such as perishable products (such as food, flowers, or plants), customized products (such as special orders or personalized items), and personal hygiene products (such as beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us if you have any doubts or concerns about your specific item.

Unfortunately, we cannot accept returns for items on sale or gift vouchers.