The first point of contact when identifying any issue with a Droplet is support@switchdin.com.
A ticket will be raised and the Customer support Team will determine the steps needed to rectify any issues.

In the instance of identifying an issue with a SwitchDin Droplet and determining it needs to be returned these are the steps to follow:

1. Send through the pick up address, name, contact phone number and email address to customer support.

2. Customer support provide this information to Operations who arrange the pick up with TNT and send through a shipping label for the customer to put on the box they are sending back

3. Courier will pick up the box the next business day and return to SwitchDin lab

4. Lab team will work with customer service and test the product being returned.

5. Tests will confirm if the droplet can be repaired or needs to be replaced and if the issue is covered under warranty or not.

Droplet Repaired
Once the droplet is deemed “repaired and in working order” it will be sent back to the customer using TNT to the preferred ship to address

Droplet Replaced Under Warranty
A new replacement droplet will be sent to the customer using TNT to the preferred ship to address

Not Covered By Warranty
Once a droplet has been returned and the fault has been identified as not covered under warranty the customer will be given the option to purchase a replacement droplet for RRP plus shipping on COD terms. Once payment has been received a new Droplet will be sent directly to the customer.