> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://basenataquashop.crisp.help/sitemap.xml
> Use this file to discover available pages before exploring further.
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# ❌ My received product appears to be defective

Have you received your order, but the product has a defect or malfunction? Don’t worry.
# Here’s what to do so our after-sales team can assist you quickly.
### Steps to follow
###### 1. Take photos of the product
➜ Clearly show the defect.
➜ If possible, include a photo of the full product and its packaging.

###### 2. Contact our customer service
➜ Send an email to [**nicolas@nataquashop.com**]() including:
* your **order number**
* a **description of the issue**
* **photos of the product**
* your **contact details**

| Describe the context: How did the issue occur? How long have you been using the product? How many times has it been used? Under what conditions? etc.

###### 3. Wait for our response
➜ Our team will review your request within **24 to 48 business hours** and provide you with the appropriate after-sales procedure.
### Should you return the product immediately?
No. Always wait for our confirmation before sending anything. We will tell you what to do.
In case of a confirmed defect, **Nataquashop does not cover return shipping costs**, even if the defect is validated.

|| 💡 Tip: Always keep the original packaging until your request is fully processed. It makes returns easier if needed.