Temu: item arrived damaged or defective
Report missing parts or damage in the support center; return eligible items within 90 days of purchase.
What does this mean?
Grade A (high: almost everything comes from official pages read directly). 97% of 35 sources are the organization's own pages or government sites.
Collect
- photos of the item and packaging
- order number
Steps
Photograph the item and packaging.
In the support center, select the order and choose "missing item/parts", or start a return.
For eligible fresh food that arrives damaged or defective, request a refund within 72 hours of delivery.
After the return window, contact customer service about defects under statutory warranty rights.
More contacts for this issue
Facts you can cite
- Deadline
Eligible fresh food that arrives damaged or defective can be refunded if requested within 72 hours of delivery.
Source: temu.com, verified 2026-10-12
- Process
Temu's terms (last updated November 7, 2025) require an informal dispute notice by email to dispute@temu.com or by mail to Whaleco Inc. before arbitration.
Source: temu.com, verified 2026-10-12
- Deadline
You may opt out of Temu's arbitration agreement within thirty (30) days after first becoming subject to it, by notice to the Whaleco Inc. Boston address.
Source: temu.com, verified 2026-10-12
Rules in force
- Magnuson-Moss Warranty Act15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules
Federal law for written warranties on consumer products. Warrantors must disclose warranty terms in simple language, may not void a warranty because the consumer used another brand of parts or service (unless those are free or the FTC grants a waiver), and may not disclaim implied warranties when they give a written warranty. Consumers can sue for breach and may recover attorneys' fees.
Source: ftc.gov, verified 2026-10-12
1 citable point
- Policy
Under a "full" warranty, service must be free, available to anyone who owns the product during the warranty period, and the warrantor must replace or refund if it cannot repair the product after a reasonable number of tries. It may not limit the duration of implied warranties or impose unreasonable duties, such as requiring return of a registration card.
Source: ftc.gov, verified 2026-10-12
- Policy
If that fails, escalate
Go up one step at a time. Keep the reference numbers and dates from each contact.
Customer service
Supervisor
Written complaint
Card or bank dispute
Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)
Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)
State agency
Your state’s attorney general. Find it in the list of state agencies (also as JSON:
states/<code>.json, for example states/ny.json).Public complaint
RegulatorBetter Business Bureau
Watch out
- Support center contact, returns and refunds need the Temu account holder's sign-in.
Let your AI agent handle this
Escalate Anything is a free, open-source MCP server for Claude, Cursor, VS Code, Gemini CLI, Codex and other AI apps. Your agent gets this playbook, keeps a case log with reference numbers and follow-up dates, and drafts each message for you to approve.
1. Set it up (needs uv):
uvx escalate-anything setup2. Ask your agent:
My Temu order arrived broken on [date]. Use Escalate Anything to get a refund or a replacement.Source code, other install options and the Claude Code plugin