Complaints & Claims

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Quality Control Process

Our company uses 2-level control of every box to ensure all consignments are accurate
Each box is recorded with video system during preparation for quality assurance
All shipments leave our warehouse in perfect condition sealed with printed security tape
Professional packing team with years of experience
Barcode scanning system for inventory accuracy

Quality Guarantee: We maintain the highest standards to ensure your orders arrive exactly as expected.

Critical: Be very careful when receiving goods. Always check with the courier whether the pallet or boxes are damaged before accepting.

1

Visual Inspection

Inspect all packages for visible damage before signing delivery documents

2

Weight Verification

Weigh packages and compare with shipping documentation

3

Documentation

Take photos and note any discrepancies on delivery receipt

Do not accept visibly damaged boxes. Alternatively, prepare full documentation for claim (photos, weight, driver's statement)
If accepted with damage, claims are valid for 5 days only with written confirmation from DPD
If undamaged externally but items inside are missing/damaged — fill a Damage Report, confirmed by delivery company
Send us photos and form within 5 days. DPD processes claims within 30 days
Keep all original packaging materials until claim is resolved

Day 0: Delivery

Inspect package, document any issues, get courier confirmation

Days 1-5: Report

Submit claim with photos and documentation to us

Days 6-30: Processing

DPD investigates and processes the claim

Make a written record with driver if anything is wrong — otherwise claims are not accepted
Unwrap foil with courier present. Check all box sides and count contents with packing list
Weigh the pallet and compare with packing slip
If different, write "acceptance with reservation" + reason on delivery document and take a photo
Send claim form + CMR copy + photos (we may provide packing video only if box ID is specified)

Important: Pallet deliveries require immediate inspection with the driver present. No claims accepted without driver acknowledgment.

We recommend arranging your own transport insurance for full coverage
Without additional insurance, only basic insurance applies (covers ~50% of damage for DPD only)
Resolution usually takes up to 30 days. We are not responsible for insurance results
Insurance claims require complete documentation and proof of damage
Higher value shipments should always have additional insurance coverage

Limitation: Basic insurance coverage is limited. For valuable orders, we strongly recommend additional insurance.