INSTRUCTIONS:
We package and protect our products with care to avoid any inconvenience, but in case of damage, here you have our easy and fast instructions to follow when receiving your order:
- Check the number of packages: if the number does not match the number on the transport document, note the missing package on the delivery note.
- Photograph the packages before opening.
- Visually inspect the packaging and be sure to note any issues along with your signature on the delivery paperwork
- Any shipping damage or product imperfections must be clearly noted on the shipping documents at the time of delivery, It is the customer's responsibility to fully inspect the product and contents of packaging for damage or imperfections to note on the shipping documents. Removing the packaging at that time to check your product.
- Any damage that was not notified at delivery, afterwards, it cannot be considered valid.
- Open packages with extreme care: especially when using box cutters or blades. Sharp objects used when opening packages are among the main causes of damage and being recognizable marks, are not covered by warranty.
- Always keep the original packaging. In the event of replacement or return, the original packaging must be reused.
- Photograph any damage to the product BEFORE ASSEMBLY WITH PHOTOS OF DAMAGE. ONCE THE PRODUCT IS ASSEMBLED, WE WILL NOT MAKE ANY COMPENSATION OR REPLACEMENT FREE OF CHARGE
- Presence of anomalies during assembly: photograph the anomaly before completing assembly, then contact Customer Care to check how to proceed.
To claim the damage, please contact us at customercare@dekorfurniture.com
In the case of inside delivery only:
Check the external condition of the packages: if the packages have even the slightest dents such as a torn or wet corner of the box, it is compulsory to always collect the goods and sign indicating the conditions of the packages as indicated below:
- Accept always signing writing the condition of the package for parcel : torn - dented - wet - damaged - open or for suspicious internal noises
Any refund for hidden damage, so without any recognised damage to the packaging as mentioned above, will be assessed following the photos received on customercare@dekorfurniture.com as without them it is very rare and almost impossible for goods inside the packaging to be damaged. This is valid only for Italy.
- Check unpacking operations.
In case of inside delivery and white gloves service:
- Check unpacking operations.
- As above and in case of damage to the material, it is necessary to photograph the affected part in detail before proceeding with any unpacking and assembly.
- It’s necessary to check the product also after the assembly and if there are damages or defects, please write strictly on the delivery note of the transporter, or it won’t be possible to ask refunds or replacements for damages or defects after transporter’s people left.
- Rejection of the order is not accepted even in the case of damaged goods. The fitter must however carry out the service if possible, if the damage is not structural but merely aesthetic.
- We remind you that the people who make the assembly are not employees of our company but we use an external company.
We inform that the replacement time is equal to a new order.
GENERAL INSTRUCTIONS
The procedures described here do not in any way intend to limit the warranty rights recognised to consumers by the Consumer Code, but only to create a common ground for offering each customer the best possible assistance.
We remind you that the replacement time is equal to the days it takes to prepare the article.
It will then be the task of M.S.S to assess the damage and carry out the above-mentioned practices in order to make the replacement. In case of rejection of the order, the costs of storage and return will be charged to the customer.
In the case of purchase with Paypal, if the goods arrive damaged, it will not be possible to open any claim or dispute on this method of payment, as it is the task of M.S.S to check the above-mentioned indications and to carry out the replacement under warranty in the same or similar times as the time of preparation of the order. If the claim file is opened during the operations of control and reordering of the material, the order of the damaged part will be blocked until the dispute is unblocked and the time will start from the closure of the dispute. These options will allow M.S.S to recover the above-mentioned sum through legal means, charging the costs to the customer, and only after the closure of the case will the order be released for the replacement of the material under warranty (if and only if the above-mentioned rules of goods receipt have been respected).
The latter (paypal) is also valid on shipments declared damaged directly by the courier with undelivered goods to benefit the customer in the disposal of the material.
It will be up to the customer to dispose of the damaged material only after notification by M.S.S.