My item arrived damaged or it's the wrong product

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title: My item arrived damaged or it's the wrong product description: How to report a damaged, defective, or incorrect shipment — and what Wehoz does to make it right. topic: returns-refunds order: 40 updated_at: "2026-05-30" tags: [damaged, defective, wrong, broken] related: [return-policy, how-to-return, refund-timing]

Damaged, defective, or wrong-item shipments are on us. No fees, no label costs, no friction.

What to do

1. Take a photo. A clear shot of the damaged item or the wrong product in the original packaging. If a part is missing, snap the box contents.
2. Email support@wehoz.com within 7 days of delivery. Include your order number, what was wrong, and the photo(s).
3. Wait for our reply — usually same business day, never more than one. We'll either reship the right item, refund the order in full, or, for partial-damage cases, refund a portion and let you keep what arrived.

We don't require you to ship the damaged item back unless it's high-value (over $100) or we need it for the carrier claim. For small items, photos are enough.

What counts as "damaged" or "wrong"

• The box arrived crushed and the item is broken
• A part is missing from a multi-piece product
• The item doesn't match what you ordered (wrong variant, wrong product entirely)
• It stopped working within a week of arrival, with no abuse
• It's clearly a manufacturing defect (sharp edges, missing components, doesn't power on)

What doesn't qualify

• Normal wear after weeks of use — that's a manufacturer warranty conversation
• Cosmetic damage that doesn't affect function (we'll often still help — ask)
• "I changed my mind" — that's a standard return, see the return policy

We file the carrier claim

If the damage looks like it happened in transit, we file the claim with the carrier ourselves. You don't have to deal with USPS, UPS, or FedEx claim paperwork — that's our cost, not yours.

Contact us and we'll fix it.