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What if my order is damaged?

We strive to ensure that every order you receive from Dukan is in perfect condition, but we understand that sometimes unforeseen circumstances may result in a damaged shipment. If your order arrives damaged, here’s what you should do:

  1. Document the Damage: Upon receiving your order, carefully inspect the packaging and contents for any signs of damage. Take photographs of the damaged items as well as the packaging, as these will be useful when filing a claim with the shipping carrier or contacting our customer support team.

  2. Contact Customer Support: Notify our customer support team as soon as possible to report the damage. You can reach us via [contact email or phone number] and provide details about the damaged items, including your order number and any relevant photographs. Our team will guide you through the next steps and assist you in resolving the issue promptly.

  3. Return or Exchange: Depending on the extent of the damage, we may offer options for returning the damaged items for a refund or exchange. Our customer support team will provide you with instructions on how to return the items and may arrange for a replacement to be sent to you free of charge.

  4. File a Claim: If the damage occurred during shipping, we may need to file a claim with the shipping carrier to seek reimbursement for the damaged items. Our customer support team will handle the claims process on your behalf and keep you updated on the status of your claim.

  5. Refund or Replacement: Once the damaged items have been returned and inspected, we will process a refund or send out a replacement, depending on your preference and the availability of the items. You can expect to receive a refund to your original payment method or a replacement shipment within a reasonable timeframe.

We apologize for any inconvenience caused by a damaged shipment and appreciate your cooperation in reporting the issue to us promptly. Our goal is to ensure that you are completely satisfied with your shopping experience at Dukan, and we will do everything we can to resolve the situation to your satisfaction.

If you have any questions or concerns about damaged orders or the returns process, please don’t hesitate to contact our customer support team for assistance. We’re here to help and ensure that your experience with Dukan is as smooth and enjoyable as possible.

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