Damaged Item Policy & Procedure
At Ranngen, we carefully package every order to ensure it arrives safely. However, in rare cases damage can occur during transit with the courier.
If your item arrives damaged, we will work quickly to resolve the issue.
⚠️ Report a Damaged Item
If your item arrives damaged, please contact our support team within 48 hours of delivery.
📧 Email: support@ranngen.com
Please include:
🧾 Order number
📝 Short description of the damage
📸 Required photos (see below)
📸 Required Photos for Damage Claims
To submit a claim with the delivery company, we require 6 images in total.
This helps us investigate what happened during transit.
🧩 Photos of the Damaged Item (3 Images)
Please send 3 clear photos of the product, including:
📷 Close-up photo of the damaged area
📷 Full image of the item
📷 A second angle showing the damage clearly
📦 Photos of the Packaging (3 Images)
Please also provide 3 photos of the packaging, including:
📷 Outer shipping package / box
📷 Any visible damage to the parcel
📷 Inside packaging materials
🚚 Why We Need These Photos
Delivery companies require visual proof of damage before they process a claim.
The photos allow us to:
🔍 Investigate the issue
📨 Submit a damage report to the courier
⚡ Resolve the case faster for you
Without these images, the delivery company may reject the claim.
🔎 Investigation Process
Once we receive the required information:
1️⃣ Our support team reviews the report
2️⃣ We submit the claim to the delivery carrier
3️⃣ The case is normally reviewed within 1–3 business days
🛠 Resolution Options
If the damage is confirmed, we will offer one of the following:
🔁 Replacement item (if available)
💳 Full refund
💰 Partial refund (depending on the situation)
❗ Important Notes
📌 Damage must be reported within 48 hours of delivery
📌 Please keep the item and packaging until the case is resolved
📌 Claims without the required photos may delay or prevent the investigation
💬 Need Help?
Our support team is always happy to help.
Thank you for shopping with Ranngen 🤍