We are sorry to hear that your item is defective. Here is the procedure you can follow if you have received a defective item from joujou.ch
Document the defect: First and foremost, take photos or, if necessary, a video clearly showing the item's defect. This will provide visual evidence that may be useful when communicating with customer service.
Consult our returns policy: Visit our return or exchange policy. This will give you an idea of the steps to follow and the deadlines to respect.
Contact customer service: Use our contact form on the site to report the problem. Provide all relevant details, such as order number, product description and the nature of the defect. Attach any photos or videos you have taken.
Follow the instructions: Once you've contacted customer service, we'll guide you through the return or exchange process. Follow the instructions given, whether you're returning the item or exchanging it.
Return the item if necessary: If you are asked to return the item, make sure you pack it properly to avoid further damage in transit. It may be a good idea to use a tracking service or obtain proof of shipment.
Keep track of communication: Retain all e-mails or correspondence with customer service until the situation is resolved to your satisfaction.
Be patient: Once the item has been returned, we may need time to inspect the product and process your request, whether for a replacement, repair or refund.
Give a feedback: Once the situation has been resolved, don't hesitate to give us feedback, whether positive or negative. Your experience can help us improve our service in the future.