Contact Annaigee promptly and retain the products, cartons, labels and internal protective materials. If a carton is visibly damaged, photograph its overall condition before opening, then document the contents.

Prepare your order number, affected designs and quantities. If unpacking is already complete, send the photographs and count records available so we can begin reviewing the issue.

Provide your order number, receipt date and a description of the issue, together with the following where available:

• Outer packaging: Overall shipment or carton photographs, damaged areas, carton markings and shipping labels.
• Contents: Unboxing videos, photographs of the internal packing, and clear close-ups of defective or damaged products.
• Quantity breakdown: Affected carton numbers, product references, issue types and quantities.

Match photographs to carton numbers and product references so Annaigee can assess the extent of the issue.

Count each product reference against the order and packing list. Record the expected quantity, received quantity and difference, with relevant carton numbers, labels, seal condition and unpacking records. For split shipments, identify the delivery received.

Annaigee will compare packing, dispatch and transport information to establish whether the difference relates to staged delivery, packing discrepancies or missing goods in transit.

Send a consolidated email or issue report organized by carton number and product reference. Explain whether the issue affects sales, identify any urgent replacement deadline, and state your preferred resolution. Use this format:

• Order number:
• Receipt date and shipment batch:
• Issue: Product defect / Quantity shortage / Shipping damage
• Carton numbers and product references:
• Expected, received and affected quantities:
• Attached photographs, videos and quantity breakdown:
• Required replacement date and preferred resolution:

Annaigee will review the information and confirm the agreed resolution with you in writing.

If investigation confirms an Annaigee product defect or damage caused by inadequate protective packing, we accept responsibility and offer three options:

• Free replacement: Replace affected products, cover all replacement shipping costs, and prioritize production and dispatch.
• Credit toward the next order: Credit the full affected goods value against the next order and provide additional spare units.
• Current-order adjustment: Provide a corresponding price reduction or refund instead of replacement.

For customer-appointed freight forwarders, customers normally submit transport damage claims directly to their provider. Annaigee does not initiate that claim but assists with available dispatch, packing and packaging records.

If investigation identifies an Annaigee manufacturing defect or inadequate protective packing, we remain responsible for that issue. Using your own forwarder does not remove our responsibility for confirmed faults on our side.