1. What Is Considered a “Damaged” Product?
A product may be considered damaged if:
It arrives broken, crushed, cracked, torn, or unusable.
It shows visible signs of physical impact due to improper handling during delivery.
It is missing significant parts or accessories due to damage in transit.
The packaging is torn or compromised in a way that affects the contents inside.
Please note: Items that are not working due to manufacturer defects but appear intact may be subject to warranty claims rather than our “damaged order” return policy.
2. First Things First: What to Do Immediately
If you suspect your order is damaged upon delivery, please follow these immediate steps to ensure a fast and hassle-free resolution:
a. Inspect the Package Before Accepting
If you’re present at the time of delivery:
Inspect the outer packaging carefully for signs of tampering or serious damage.
If the box is visibly crushed or ripped, you may refuse delivery and inform the courier to mark the item as “damaged in transit.”
If you accept the delivery, open the package and check the contents immediately.
b. Take Photos and Videos
Photograph the damaged item, the packaging, and the shipping label.
If applicable, capture a short video while unboxing to show the damage and lack of tampering from your side.
These visuals will support your claim and speed up the review process.
3. Reporting the Issue: How to File a Damage Claim
We’ve designed a simple and quick process for reporting damaged items:
Step 1: Log In to Your Account
Go to www.newimetanic.com
Click on “My Orders” under your account dashboard.
Step 2: Select the Affected Order
Click on the specific order that includes the damaged item.
You’ll see an option to “Report a Problem” or “Request Return/Replacement.”
Step 3: Submit Your Claim
You’ll be prompted to:
Describe the damage briefly.
Upload your photos/videos.
Choose whether you prefer a replacement or refund.
Once submitted, you’ll receive an email confirmation and a tracking number for your claim.
4. Time Window for Reporting Damaged Orders
To ensure a smooth process and fair evaluation:
You must report the damage within 48 hours of receiving your order.
Claims submitted after 48 hours may be rejected unless the item qualifies under warranty or other exceptional policies.
This time limit helps us act quickly and hold our delivery partners and vendors accountable.
5. What Happens After You File a Claim?
Once we receive your damage report:
a. We Review the Evidence
Our customer care team will assess the photos, description, and item details.
We may contact the seller or delivery partner for verification.
b. You Receive an Update
Within 1–3 business days, we’ll notify you about the status of your claim.
If approved, you’ll receive an email confirming the next steps (refund, replacement, or pickup schedule).
6. Replacement vs Refund – What Are Your Options?
Replacement
You’ll get a new product shipped to you free of charge.
Depending on the item, we may first arrange to pick up the damaged item or ask you to return it.
Refund
A full or partial refund will be issued to your original payment method.
Refund processing times vary depending on your bank/payment provider, but usually take 3–7 business days.
Note: Refunds are only issued when a replacement is unavailable, the customer chooses a refund, or the seller approves it.
7. Special Considerations for Multivendor Orders
Because newimetanic.com is a multivendor platform, some items may come from different sellers, even if you ordered them together. Each vendor has specific handling policies, but we enforce a platform-wide damage resolution policy that ensures fairness to all customers.
Our team acts as a neutral mediator between buyers and sellers, ensuring:
You receive timely support.
Sellers respond within set deadlines.
You don’t have to deal with multiple vendor contacts directly.
8. What If the Courier Damaged My Order?
Sometimes, the issue occurs during shipping. If our courier or third-party logistics partner is responsible, we will:
Launch a formal investigation with the courier.
Expedite your refund or replacement without waiting for the full investigation if evidence is strong.
Take internal action to avoid repeat occurrences.
Your satisfaction always comes first.
9. Items Not Eligible for Return Due to Damage
While we strive to be as flexible as possible, certain items may not be returnable even if damaged, unless specifically approved:
Personalized or made-to-order items.
Perishable goods like food or flowers.
Items listed under “non-returnable” in the product description.
Still, if your case is exceptional, we encourage you to contact our support team – we’re happy to help.
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