Welcome to Fenzoria Distribution Hub.

At Fenzoria Distribution Hub, we strive to ensure that every order is carefully inspected, securely packed, and accurately dispatched. However, despite our quality control procedures and reliable logistics network, there may occasionally be situations where an order is damaged during transit, an incorrect product is delivered, a shipment is reported as lost, or an item is missing from the package.

This Damaged, Lost & Incorrect Order Policy explains how such situations are handled, the customer's responsibilities, our verification procedures, and the resolution process.

By placing an order through Fenzoria Distribution Hub, you acknowledge that you have read, understood, and agreed to this policy.

Our Commitment

Customer satisfaction is our priority.

Whenever a genuine delivery issue is reported, we are committed to:

• Conducting a fair investigation.
• Reviewing supporting evidence.
• Coordinating with our logistics partners.
• Providing an appropriate resolution where applicable.
• Maintaining transparent communication throughout the process.

Every request is evaluated individually based on the available information.

Covered Situations

This policy generally applies to the following situations:

• Product received in damaged condition.
• Wrong product received.
• Incorrect size or variant received due to fulfillment error.
• Missing item(s) from a package.
• Package received empty.
• Shipment reported as lost in transit.
• Package delivered in a visibly tampered condition.

Reporting Time

To help us investigate efficiently, customers should report delivery-related issues within the following timeframes:

Requests submitted after these timeframes may be more difficult to verify and may be declined where appropriate.

Information Required

To investigate your request, we may ask you to provide:

• Order Number
• Full Name
• Registered Email Address
• Registered Mobile Number
• Description of the Issue
• Clear Photographs of the Product
• Images of the Packaging
• Shipping Label Photographs
• Unboxing Video (where available)
• Courier Delivery Details

Providing complete information helps us review your request more efficiently.

Damaged Product

If your product arrives damaged:

• Do not use the product.
• Retain all original packaging.
• Take clear photographs showing the damage.
• Contact our Customer Support Team promptly.

Our team may review:

• Nature of the damage.
• Packaging condition.
• Shipping information.
• Product photographs.
• Supporting evidence.

Where appropriate, an eligible resolution may include a replacement, exchange, refund, or another suitable remedy in accordance with our published policies.

Incorrect Product

If you receive a product different from what you ordered:

Please provide:

• Product photographs.
• Shipping label photographs.
• Order Number.
• Description of the issue.

Upon verification, we will review the request and, where appropriate, arrange an eligible resolution in accordance with our Return, Refund, Exchange & Cancellation Policy.

Missing Item

If your package is delivered but one or more items are missing:

Please:

• Check the package carefully.
• Verify your order confirmation.
• Review whether your order was shipped in multiple packages.
• Contact Customer Support if items remain missing.

Our investigation may include reviewing warehouse packing records, shipment documentation, and courier information.

Empty Package

If you receive an empty package:

Please report the issue immediately and provide:

• Photographs of the package.
• Images showing all package sides.
• Shipping label.
• Unboxing video (if available).

Our team will coordinate with the logistics partner and review available shipment records before determining the appropriate resolution.

Lost Shipment

A shipment may be considered potentially lost if:

• Tracking shows no movement for an unusually extended period.
• Courier confirms inability to locate the shipment.
• Delivery cannot be completed after reasonable investigation.

Before classifying a shipment as lost, we may conduct an investigation with the logistics provider.

Customers are requested not to initiate duplicate orders while the investigation is ongoing unless specifically advised by our support team.

Tampered Packages

If you receive a package that appears:

• Opened
• Torn
• Resealed
• Damaged
• Tampered

please document its condition immediately before opening.

Where possible:

• Take photographs.
• Record an unboxing video.
• Contact Customer Support without delay.

Prompt reporting helps us coordinate with the courier more effectively.

Investigation Process

Every reported issue undergoes an internal review.

Our investigation may include:

• Order Verification
• Inventory Records
• Warehouse Packing Records
• Courier Documentation
• Delivery Confirmation
• Shipment Tracking
• Customer-Provided Evidence
• Fraud Prevention Checks

Investigation timelines vary depending on the complexity of the case.

Resolution Options

After completing our review, and where appropriate, we may offer one of the following resolutions:

• Replacement Product
• Exchange
• Refund
• Partial Refund (where appropriate)
• Reshipment
• Other reasonable resolution consistent with our policies

The chosen resolution will depend on the circumstances of each case, product availability, and verification results.

Situations Not Covered

Requests may not be approved where:

• The reporting timeframe has expired without a reasonable explanation.
• Products show signs of customer misuse.
• Damage occurred after successful delivery due to customer handling.
• Evidence provided is insufficient for verification.
• Fraudulent activity is suspected.
• False or misleading information is provided.
• Products have been altered or modified after delivery.

Each case is reviewed individually.

Fraud Prevention

To protect customers and maintain the integrity of our services, we reserve the right to request additional verification where necessary.

False claims relating to:

• Missing Items
• Empty Packages
• Incorrect Products
• Lost Shipments
• Transit Damage

may be investigated thoroughly.

Submission of fraudulent claims may result in the rejection of future requests and other actions permitted under applicable law.

Customer Responsibilities

Customers are encouraged to:

• Inspect deliveries promptly.
• Record an unboxing video whenever reasonably possible.
• Retain original packaging until the order has been verified.
• Report issues within the specified time.
• Cooperate during the investigation.
• Provide accurate and complete information.

These steps significantly assist in the timely resolution of delivery-related concerns.

Continuous Improvement

Customer feedback helps us improve:

• Packaging Standards
• Warehouse Procedures
• Quality Control
• Courier Performance
• Customer Support
• Order Accuracy

We regularly review operational data to minimize future delivery issues.

Policy Updates

Fenzoria Distribution Hub reserves the right to modify this policy to reflect changes in business operations, legal requirements, or logistics procedures.

The latest published version shall apply.