If your item arrives damaged or defective, don’t worry! Our team is here to help.
Please complete our Return Form within 24–48 business hours of receiving or rejecting your package to report any damaged or defective items. Once submitted, we’ll begin the claim process and you should expect to hear back from our Returns Team within 1-2 business days.
How to handle receiving a damaged package Return Processing Timeline After submitting a return request on Perpay, you should expect to hear back from the Returns Team within 1-2 business days. This response time is standard across most scenarios, including returns for damaged items, incorrect shipments, or general dissatisfaction with a product. Communication will occur through chat or email to provide updates or next steps for your return.
If you’re home upon delivery, take a photo of the damaged package, do not sign for it, and reject the shipment with the carrier immediately if you have the opportunity to do so.
In the event that you weren’t present to reject the package, please be prepared to provide photos of the damaged product(s) and packaging* and a clear explanation of the issue. Do not throw away any packaging if your item arrives damaged.
Customers are not responsible for return shipping costs if an item is delivered in a damaged or defective condition.
*Damage Claims cannot be filed without proper photo documentation of the packaging and shipping label, as they will not be accepted by the carrier or manufacturer. DO NOT throw away any packaging if your item arrives damaged.
How to handle defective items
If your item is not functioning as expected within the first 30-days of purchase, please complete our Return form here so our team can assist you. After you submit the form, our Returns team will reach out to you in 1-2 business days.
If your issue occurs outside of the first 30-days of purchase, you can still file a claim with the manufacturer to see if your issue would be covered under the 1-year manufacturer's warranty*. To get started with this claim, please reach out to our Success team with:
Your 9 digit Perpay order number
The name of the item experiencing issues
A detailed description of your issue
We'll follow up with a copy of your Perpay order confirmation which can serve as the proof of purchase for your warranty claim with the manufacturer of your item. Return Process Tips To ensure a smooth return process:
Keep your payments active: Do not pause payments until the return process is officially resolved.
Retain original packaging: Hold onto all original shipping containers and materials until the Returns Team provides further instructions.
Follow provided instructions: Await specific directions from Perpay before shipping your item back, including details on prepaid return labels or return authorization numbers.
Please note, the manufacturer makes the final determination on if your issue qualifies under their 1-year warranty. Perpay is not able to influence warranty claims and we do not have visibility into that process. If you have any questions about if your issue qualifies, please reach out to the manufacturer directly. In cases involving mobile devices or specialized returns, additional processing time may apply if external distribution partners are involved. Perpay will notify you promptly of any delays or extra requirements.
*All items on the Perpay Marketplace are covered by the manufacturer for 1-year against manufacturer defects and workmanship errors. Please note, this is not a full coverage warranty and does not cover accidental damage, misuse, theft, etc.
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