If your product arrives damaged or does not match your order (e.g., incorrect or missing item), please notify us within 48 hours of delivery by emailing info@essetimedia.com.
You will receive an automatic response. Please reply to that message with a photo of the package (including the shipping label) and the received products, clearly showing any damage or discrepancies.
We will give your complaint priority and sincerely apologize for any inconvenience this may cause.
If you have followed all product instructions and the issue persists, please contact us at info@essetimedia.com.
You will receive an automatic response. Kindly reply to the message with a photo or video clearly showing the problem, such as the device not turning on, not charging, or not responding as expected.
If video evidence cannot be provided, we may request that you return the product for inspection by our warehouse team.
Please note: Return shipping costs are the sender’s responsibility. Cash-on-delivery (COD) returns will not be accepted.
If you are dissatisfied with the resolution of your complaint or if we are unable to reach an agreement, you have the right to submit your case to a Dispute Committee via the European Online Dispute Resolution (ODR) platform.
Only complaints that fully meet the conditions listed above will be eligible for resolution.
For more information, please refer to our General Terms and Conditions and Cookie Policy available at the bottom of this page on smartstorum.com.