Supply Master - Damaged, Wrong Item or Exchanges
Supply Master helps review and resolve eligible product issues reported after delivery. This includes damaged items, wrong items, missing parts, incorrect specifications, and eligible exchange requests. Issues must be reported as early as possible so they can be verified and resolved properly.
1. Damaged Items
A product may be treated as damaged if it arrives with visible damage, breakage, leakage, cracks, dents, or other clear defects caused before or during delivery.
Customers should report damaged items immediately after delivery where possible.
To support a damaged item claim, customers may be required to provide:
- Order number
- Product name
- Clear photos or videos of the damage
- Photos of the packaging
- Delivery date and receiving details
- Any supporting information requested by Supply Master
Supply Master will review the issue and coordinate the appropriate resolution where the damage is confirmed.
2. Wrong Item Delivered
A wrong item may include:
- Different product from what was ordered
- Wrong size
- Wrong model
- Wrong colour
- Wrong quantity
- Wrong specification
- Missing accessories or components
- Product materially different from the confirmed order
Customers should not use, install, alter, or damage the item once a wrong item is noticed.
Supply Master may request photos or videos to confirm the mismatch before arranging the next step.
3. Missing Parts or Accessories
If a product arrives with missing parts, missing accessories, or incomplete packaging, customers should report it promptly.
Supply Master may coordinate with the supplier to:
- Provide the missing part
- Replace the item
- Arrange a return
- Offer another suitable resolution
The final resolution may depend on product type, supplier availability, and the nature of the missing item.
4. Exchanges
Exchange requests may be considered where the product is unused, in original packaging, and still in resellable condition.
Exchange approval may depend on:
- Product type
- Supplier policy
- Product condition
- Packaging condition
- Availability of replacement item
- Time since delivery
- Whether the item was special-order, bulky, fragile, or supplier-dependent
Some products may not qualify for exchange once opened, installed, used, assembled, damaged, or removed from original packaging.
5. Items That May Not Qualify
A damaged, wrong item, or exchange request may be declined if:
- The item has been used after the issue was noticed
- The item was installed before reporting the issue
- The item has been altered, repaired, or tampered with
- The original packaging is missing
- Parts or accessories are missing after receipt
- The issue was caused by misuse, poor handling, or wrong installation
- The request is made too late for proper verification
- The product is not eligible for return or exchange due to supplier or manufacturer terms
6. Customer Responsibility
Customers are expected to:
- Check items carefully upon delivery
- Report visible damage or wrong items as early as possible
- Keep the item unused until the issue is reviewed
- Keep packaging, manuals, accessories, and warranty documents
- Provide photos, videos, and order details when requested
- Avoid installation, use, or alteration before the issue is resolved
Using or installing a damaged or wrong item before reporting it may affect eligibility for return, exchange, or replacement.
7. Supplier Responsibility
Where the issue is caused by supplier error, the supplier may be required to support correction or resolution. Supplier-related issues may include:
- Wrong product supplied
- Incorrect specification provided
- Damaged item released
- Missing accessories
- Incomplete product packaging
- Product materially different from confirmed details
Supply Master may coordinate with the supplier to arrange correction, replacement, return, refund, or another suitable resolution.
8. Resolution Options
After review, Supply Master may offer one or more of the following resolutions:
| Resolution | Meaning |
|---|---|
| Replacement | The item is replaced with the correct or approved product |
| Exchange | The customer changes the item for an eligible alternative |
| Missing part support | Missing accessories or parts are supplied where available |
| Return review | The item is returned for inspection or supplier confirmation |
| Refund | A refund may be processed where replacement or correction is not possible |
| Store credit | Store credit may be offered where applicable |
The available resolution depends on the product, issue, supplier terms, stock availability, and verification outcome.
9. Delivery and Handling Costs
If the issue is caused by Supply Master, the supplier, or the delivery process, delivery correction may be coordinated at no additional cost to the customer where the claim is approved.
If the exchange is requested due to customer preference, the customer may be responsible for delivery, return, or handling costs.
10. Summary
- Damaged or wrong items should be reported as early as possible
- Customers should keep products unused and retain original packaging
- Photos, videos, and order details may be required
- Exchanges may be approved for unused items in original packaging
- Installed, used, altered, or incomplete items may not qualify
- Supplier-caused issues will be reviewed and coordinated for correction
- Final resolution may depend on verification, product condition, supplier terms, and stock availability
