Our products are always very well packed and prepared for shipping so that they arrive in perfect condition. Nevertheless, even our forwarding agent cannot guarantee 100% damage-free delivery. So if your delivery is damaged, we would like to support you.
In principle, you as the customer are obliged to check the receipt of the goods properly.
What happens in the event of damage during delivery?
We probably ship one of the most pressure-resistant boards on the market and ensure that all goods are properly packaged and protected. Nevertheless, it is in the nature of things that goods can be damaged during handling and transportation - no matter how elaborate the packaging is.
Your order is insured
For your safety, we have taken out and paid for transport insurance with the shipping company for the transportation of your consignment. However, this insurance is subject to a number of conditions so that it can take effect in the event of damage.
We therefore ask you to observe a few points on delivery:
Check the integrity of the goods
Upon receipt of the shipment, the goods must be checked by you to ensure that they are intact.
The driver is required to allow the goods to be checked and to wait if necessary.
If any damage is apparent, have the driver record it immediately. Ask for a "service receipt" (= written confirmation that remains with you). Define the damage together as best you can and, if necessary, take photos yourself if you have the opportunity to do so.
Never sign "concealed damage"
Never sign for "concealed damage" - damage is either visible or not, there is no such thing as concealed damage! The insurance lapses in this case.
Parking permit = no transport insurance
If you give the forwarding agent permission to leave the goods during your absence on the delivery date, the transport insurance will also lapse.
As a general rule, it is unfortunately no longer possible to make complaints after the shipment has been signed for and acknowledged by the driver. The transport insurance ends with the driver's signature - unfortunately we cannot accept any liability after this point.
Partial / minor damage
The so-called "principle of proportionality" applies: if the goods are slightly damaged / only a small part is affected, the goods can still be processed. In this case, the insurance company is only liable for the partial damage - but not for the entire panel/delivery etc. The insurance company then pays for the cut-off cm (without working time!). Panels are cut to size anyway - you can use the undamaged part - only the damaged part is replaced. Even broken slabs can still be processed and can be used as offcuts. A burst bag can also still be used and does not affect the quality in any way.
In principle, you will always receive a little more material than you really need from us - especially with the packages we put together. So if you are missing a few grams of filler/glue etc., you can still successfully complete your work with sufficient materials.
It is not our claim, but these are still building materials where minor damage is irrelevant and has no influence on the subsequent result.
Extreme damage on delivery
However, if the goods are so badly damaged that they cannot be processed at all (e.g. paint bucket has leaked over the pallet; all panels are just crumbs etc.), you must refuse acceptance! The shipping company reserves the right to have the damage checked by the insurance company. However, this is not something you need to worry about. Let us know the facts by e-mail and we will send you a replacement delivery as quickly as possible.
We thank you for your understanding and cooperation and wish you every success with your project!
