While we strive for perfection in every shipment, mistakes can happen. If your order is incomplete or if you received the wrong item, please let us know at contact@diggersfactory.com immediately so we can fix it.
Procedure to follow:
Timeframe: You must report any missing or incorrect items within 14 calendar days of receiving your parcel.
Required Evidence: To process your claim, please provide:
A photo of the packing slip included in your parcel.
A photo of the external packaging showing the shipping label.
A photo of the items you did receive.
Resolution: Once verified, we will prioritize shipping the missing or correct item at our expense. If the item is out of stock, a full refund for that specific item will be issued.
Legal basis and conditions: Claims for missing items are systematically cross-checked against our warehouse weight records and inventory status. Diggers Factory reserves the right to refuse a claim if the parcel's shipping weight matches the ordered content, or if photographic evidence of the packaging is not provided. In the event that an incorrect product is received, it must be kept in its original condition (sealed) to be eligible for a replacement or a return.