What if my item arrives damaged or defective?

If your product was damaged in transit or is defective, select “Damaged/Defective” as your return reason in the portal and upload a clear photo of the issue. You’ll bypass the inspection step and be fast-tracked for a full refund or replacement. If you ordered using Onward’s Checkout+, your claim will be automatically approved and expedited, and you can also file a protection claim directly through Onward Protection.