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There may be times when delivery is delayed or products are defective during the fulfillment and delivery process, resulting in a customer filing a claim. The onus is then on the Seller to provide all claim evidence to PrintHub in order to resolve the issue. This article focuses on PrintHub’s claim handling process for orders and steps the Seller should take in each situation.

In this article

A. Delivery claim
B. Product claim

A. Delivery claim

1. Claim conditions

After 45 business days and no more than 60 business days following an order’s placement date, if the Buyer files a claim due to an undelivered order, the Seller will need to provide to PrintHub the order's details and evidence regarding the claim so that our Operations team can work further with the suppliers.

Claim requests must be accompanied by clear evidence as follows:

Correct shipping address of the Buyer.
Written confirmation of the package's delivery status from the local carrier (in the event of an unsuccessful delivery).

2. Claim handling process

PrintHub will contact the Seller if additional evidence is required to process the claim within 02 business days of receiving the claim request from the Seller.

Once all evidence has been collected, PrintHub will offer a suitable solution based on the order's status.

In the case the Buyer's shipping address is correct yet the order cannot be delivered, written confirmation of the package's unsuccessful delivery status from the local carrier is provided: The Seller can choose to either receive a full refund of the order value or resend a new order to the Buyer.
In the case the order is lost or unsuccessfully delivered due to recipient's absence at the delivery location, incorrect address, or rejected package: The Seller may pay an additional fee to resend the item to the Buyer. PrintHub does not assume responsibility in these cases.
In the case the Buyer provides the correct shipping address but PrintHub processed the order incorrectly: PrintHub will bear all costs to resend the order to the correct shipping address or provide a full refund to the Seller.
If the Buyer provides the correct shipping address, and PrintHub accurately fulfilled the order (the address printed on the Shipping label matches with the Buyer’s provided address): PrintHub will provide the contact information of the shipping carrier(s) so that the Buyer can contact them directly. In the event that the Buyer still does not receive the item, PrintHub will work alongside the supplier and carrier and will assume responsibility for resending the order to the Buyer (with a Recorded delivery service, also known as a Signed For delivery service).

B. Product claim

1. Claim conditions

Within 07 business days following an order’s delivery date (with the tracking number's status shown as Delivered), if the Buyer files a claim for the order, the Seller needs to provide the order's details and images of clear evidence to PrintHub so that our Operations team can work further with the suppliers.

Claim requests must be accompanied by images of clear evidence as follows:

Images of quality issues and any damaged parts of the actual product received;
Images of the incorrect item received (in the event that the item delivered is incorrect in terms of color/design/size compared to the order confirmation);
Images of the size label and the entire item when measured with a ruler (in case size is not exactly the same as stipulated in the size chart);
Image of the original shipping label of the product received.

2. Claim handling process

PrintHub will contact the Seller if additional evidence is required to process the claim within 02 business days of receiving the claim request from the Seller.
Within 14 business days of the order's delivery date, the Seller must collect all necessary evidence from the Buyer and provide it to PrintHub.
Once all evidence has been collected, PrintHub will offer a suitable solution based on the claim's status. In the event that the product is defective or severely damaged, the Seller can choose to either receive a full refund of the order value or resend a new product to the Buyer.
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