Do I need to send the faulty item back?
No — in most cases you don't need to return faulty items. Photos are enough for us to process a warranty replacement. Just get in touch with clear photos showing the issue and your order number.
You can dispose of the faulty item responsibly. In rare cases where the defect isn't clearly visible in photos, our team may ask for the physical item — but this is uncommon.
Do I need to pay for shipping on a replacement?
It depends on when you bought the item:
Within 60 days of purchase: replacement and shipping are both completely free
After 60 days (within 12 months): the replacement is free, but you cover the shipping cost
We check your original order date to determine which applies. Either way, the replacement itself is always free under our 12-month warranty.