In the event you receive a faulty or damaged product, please follow these few steps:
- Please capture images or a video highlighting the damage to the packaging as well as the contents inside. We require evidence of all damage to ensure your claim is handled in the right way
- Get in contact with us by calling 01592 806 612 or via e-mail at customerservices@itzala.com
- Please provide us with as much information about the nature of the fault/damage as possible and also include your order confirmation number (it is written in the confirmation e-mail you receive)
- If you are contacting us via email, please attach the images or video document so our Customer Service Team have all the evidence required.
This helps us to process your claim as fast as possible.
Without the order confirmation number, we are unable to process refunds or replacements. It is the customer's responsibility to provide documentation that the guarantee period is not expired.
Once we receive all the necessary information and we accept your claim, our team will notify you of the next steps regarding the pick up of the faulty item, the replacement order if placed, or any refunds that have been requested. Please hold on to the faulty/damaged item(s) until our team confirm the case has been resolved.