My product is faulty?

You've set up your product but you've noticed something is not quite right?

Please follow the below steps so that we can help get any issues solved as quickly as we can for you:

1. Reach out to us by opening a ticket with our Customer Support.
2. Please include your order number and the name of the person associated with your order.
3. If you can, please provide any videos or photos showcasing the issue. This will help us to understand what might be wrong and can lead to a quicker resolution. (If you're having trouble uploading content to the support ticket, you can ask us for our Whatsapp number in case it's easier for you to send files that way.)
4. Once we get all of the information we need, our Repair Technician will look over everything to try and diagnose the problem.
5. Depending on the issue at hand, the following may be required:    
   • Replacement part: In the rare case that the product fault is a result of a manufacturing issue, we will determine which replacement part(s) you may need and send it out to you.
   • Video/phone call: If the fault can be repaired with a simple fix, our Repair Technician may request a phone or video call with you to guide you through the solution.
   • Call out: If our Repair Technician cannot identify the source of the fault, then they may need to visit you in order to further inspect the equipment. In this case, a call-out fee may be charged to you. However, should the fault lie with a manufacturing issue and not with an assembly issue, this fee will be returned to you after the call out.