Reporting a Problem with Our Products

Introduction:

At Reallux, we strive to ensure that every product meets the highest standards of quality and satisfaction. However, if you encounter any issues with your purchase, it's important to report the problem promptly so we can assist you effectively. Here’s a guide on how to report a problem with our products.

Steps to Report a Problem with Our Products:

1. Identify the Issue:

   • Carefully inspect the product to identify the specific issue. Common problems might include defects, damage, incorrect items, or missing parts.

2. Gather Relevant Information:

   • Collect all necessary details before reporting the problem:
     • Order Number: Found in your order confirmation email or in your Reallux account under "Order History."
     • Product Details: Include the product name, SKU number, and a description of the issue.
     • Photos: Take clear photos of the product highlighting the problem. This visual evidence will help expedite the resolution process.

3. Log In to Your Account:

   • Visit www.reallux.com and log in to your account using your email and password.

4. Navigate to the Support Section:

   • Click on the "Support" or "Help Center" link in the navigation bar or footer of the website.

5. Contact Customer Support:

   • Live Chat: For immediate assistance, use the live chat feature to connect with a customer support representative.
   • Email: Send an email to our support team at support@reallux.com with all the relevant information and photos attached.
   • Phone: Call our customer support hotline for direct assistance.

6. Provide Detailed Information:

   • When contacting support, provide a detailed explanation of the problem, including:
     • Order number
     • Product name and SKU
     • Description of the issue
     • Attached photos (if emailing)

7. Follow Up:

   • After reporting the problem, keep an eye on your email or app notifications for updates from our support team. They may request additional information or provide instructions for returning the product.

8. Return or Replacement Process:

   • If a return or replacement is necessary, follow the instructions provided by our support team. They will guide you through the process of returning the item and receiving a replacement or refund.

Additional Tips:

• Check Warranty Coverage: If the issue falls under our warranty policy, you may be eligible for repair, replacement, or refund.
• Keep Records: Maintain records of all communications with customer support for reference and follow-up.

Conclusion:

Reporting a problem with your Reallux product is straightforward and designed to ensure a swift resolution. By providing detailed information and following the steps outlined, you can help us address your concerns efficiently and effectively. Your satisfaction is our top priority, and we are committed to resolving any issues with your purchase.