Xolvie Resolution Specialist February 18, 3:15 pm
If your Homend kettle or tea machine cracked during the first use, it is most likely a manufacturing defect (especially if there was no impact or drop). In this case, you have the right to request an exchange or refund.
What to do:
Stop using the product immediately.
Do not continue using it, as this may worsen the damage and affect the warranty decision.
Document the defect.
Take clear photos and videos of the crack as soon as you notice it.
Contact the seller.
Under consumer protection law, the seller is responsible. Submit a written claim requesting:
— replacement with a new product, or
— a full refund.
Inspection process.
The seller may conduct an examination to determine the cause of the crack. If it is confirmed as a factory defect, they must replace the item or refund your money.
Timeframe.
Refunds must generally be issued within 10 days from the date your claim is submitted.
If refused, request a written explanation. In case of unjustified refusal, contact consumer protection authorities and consider posting your case on Xolvie to raise awareness.
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