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Damaged or Defective Items
Damaged or Defective Items

What to do if your items are damaged or defective

Updated over a week ago

If your item arrives damaged or defective, don’t worry! Our team is here to help.

Please be sure to reach out to our Success Team within 24-48 business hours upon delivery or rejection of your package to notify us of your damaged or defective item. Once you let us know, we can begin the claim process.

How to handle receiving a damaged package

  • 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 24-48 business hours.

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.

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.

*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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