Handling Damaged or Broken Products
Sometimes a product you bought breaks or gets damaged in transport. Here's what to do if you face that problem.
Steps to Take if Your Product is Damaged or Broken
1. Gather Purchase Information
To expedite the resolution process, please provide us with the following details:
- Purchase Details: Where and when did you purchase your product? If possible, include the order number.
- Note: If you didn't purchase your product directly from us, please first contact the company you purchased it from.
2. Describe the Issue
Understanding the nature of the damage is crucial. Please specify:
Condition Upon Arrival: Did it arrive broken? If it did, was there damage to the box as well?
Damage During Use: If the product broke during use, describe the circumstances. For example:
- Did you accidentally dry-fire (shoot without arrows/bolts)?
- If arrows/bolts were used, were they different from the ones provided with the product?
- Did the bolt, bolt holder, or cocking string break?
- Did you notice anything odd before the damage occurred (like the crossbow being more difficult to cock, a weird sound that accompanied the issue etc)?
3. Provide Visual Evidence
Photographs of the damage will help us assess the situation more accurately. Please include clear images of the affected areas. It helps if the background contrasts the colour of the product. For example, please place a crossbow on a light-coloured table or floor. A good contrast between the product and background helps your camera focus and in turn helps us see the details of the damage better.
4. Contact Us
Once you have gathered all the necessary information, reach out to us through one of the following methods:
- Email: Contact us via email
- Chatbox: Use the chatbox available on our website
- Contact Form: Fill out our contact form
Please note that photos can't be added to the chatbox and contact form at this point.
For any additional questions or concerns, do not hesitate to contact our customer service team. We are committed to ensuring that your experience with Mirito.com is seamless and satisfactory.