GOODS RECEIPT PROCEDURE

Goods Receiving Procedure – How to Handle Potential Damages or Non-Conformities

To ensure maximum customer satisfaction, please follow the goods receiving procedure outlined below. While our team carefully inspects the condition of the goods during packaging, hidden damages or defects may only become apparent once the product is unpacked and assembled.

Possible Situations for Damaged Goods

1. Visible Damage:

If the parcels are clearly damaged or wet, you are required to sign the POD (Proof of Delivery) with the statement "Signed with Reservation". Afterward, follow the procedure to file a claim, which must be submitted within 7 days of receiving the goods.

2. Hidden Damage:

If the damage is only discovered after opening the package, and you did not sign the POD with Reservation, you must file a claim within 48 hours of receiving the goods. Claims submitted after this period cannot be guaranteed.

Step-by-Step Goods Receiving Procedure

1. Verify the Number of Packages:

Upon receipt, check that the number of packages matches the information provided on the purchase document.

2. Inspect the Condition of the Packaging:

  • Intact Packaging: Always sign the POD with reservation of inspection.

  • Damaged/Wet Packaging: Sign the POD with the statement "Subject to inspection for damaged/wet packaging".

Important Note: It is essential to accept all parcels, regardless of their condition. Refusing delivery will result in the parcel being returned to the sender and the customer being charged for additional shipping costs.

3. Inspect the Goods Inside

  • Intact Packaging, Intact Goods: Verify that the item matches what you ordered. If there is any discrepancy, contact customer service.

  • Damaged Packaging, Intact Goods: Follow the same procedure as above.

  • Damaged Packaging, Damaged Goods: Follow these steps:

    • Before opening damaged parcels, take photos of the damaged packaging.

    • While opening the parcel, take photos of the product still packed to avoid causing additional damage.

    • Once unpacked, photograph the visible damage.

    • Send an email to customer service with detailed photos, the order number, and a description of the damage.

4. Reporting Damages Timeline

  • Packaging Damage Reports must be made on the same day of delivery or no later than 24 hours.

  • Production Defect Reports must be made within 48 hours of receiving the goods.

Receiving Goods with Insurance

If you have opted to insure your shipment, follow these steps:

  1. Check the number of packages upon delivery.

  2. Inspect the condition of the packaging:

    • Intact packaging: Sign the POD with reservation of inspection.

    • Damaged packaging: Sign the POD with the statement "Subject to inspection for damaged/wet packaging".

Why This Procedure is Important

This detailed procedure is designed to protect you as a customer and ensure proper handling of claims. Although it may seem easier not to establish strict rules, we believe this approach is the best way to efficiently resolve any damages or defects. We kindly ask that you spend a few minutes taking photos if necessary to make the procedure as transparent and quick as possible.