If your package is clearly damaged upon arrival, you have the following options:
- you reject the package.
This means that you refuse the delivery. In this case you must inform us immediately that you did not accept delivery of the package due to the fact that it was damaged. Ideally you take one or more photos of the damaged box before rejecting it.
If the package gets refused it gets returned to the warehouse and you will get a refund.
This may take a while since the package first needs to return to the warehouse, and return shipments are always treated as non-priority shipments by the shipping company. - you accept the package (or the package got delivered and you did not have the option to refuse delivery)
In this case take pictures of the damaged box before opening it. Make sure to take pictures of all sides of the box, not only the damaged part. Make sure that you take pictures of the shipping label too!
When unpacking the box, make a video of the unpacking in case items got damaged.
This is very important, please document the damage, take lots of pictures because we need to open a claim at the insurance.
Without pictures of all sides of the box, including the shipping label, we cannot open an insurance claim. Without documentation the insurance claim will get rejected.
We cannot refund you for damaged or lost goods without an insurance claim, and for that we need the proper documentation. If we accepted claims without proof, it would open the door to scams and fraud. Customers could then claim that goods were damaged or lost in transit (and get refunds) without providing any proof. Unfortunately this has already happened in the past.
