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GOODS RECEIPT PROCEDURE

We will check for you during the packaging phase the condition of the goods at departure. It is obvious that hidden damage or defects can only be prevented by opening and assembling the model.

It may therefore happen that despite checks by the manufacturing company, a product still shows non-conformities. Two distinct situations may arise with regard to the receipt of a damaged product:

- EVIDENTAL DAMAGE: the packages are visibly damaged/wet, therefore the customer must sign the POD (Transport Document) and then follow all the instructions below in order to proceed correctly with the claim, to be made within 7 days from the moment of receipt of the goods at destination. Complaints not supported by the signature with reservation on the POD will not be accepted.

- DAMAGE EYES: the damage is visible only after the product has been taken out of the box. In this case, if you have not made use of the SIGNATURE WITH RESERVATION, the complaint must be made within 48 hours of receipt of the goods at destination. After this period of time, the acceptance of the complaint request is not guaranteed.

The customer must follow this detailed procedure in order to effectively manage possible product non-conformities:

CHECK THAT THE NUMBER OF PACKAGES CORRESPONDS TO THE NUMBER SPECIFIED IN THE TRANSPORT DOCUMENT

IN THE EVENT OF DAMAGE, ACCEPT THE PACKAGES BY AFFIXING THE WORDS "UNLESS CHECKED FOR TORN/WET PACKAGING" ON THE TRANSPORT DOCUMENT.

IN CASE OF DAMAGE, PHOTOGRAPH THE PACKAGES IN THEIR ENTIRETY TRYING TO HIGHLIGHT THE DAMAGE SUFFERED

OPEN THE PACKAGES TAKING CARE NOT TO DAMAGE THE GOODS INSIDE THEM

IN CASE OF DAMAGE / NON-CONFORMITY OF PRODUCTION, PHOTOGRAPH THE GOODS FIRST IN ITS ENTIRETY IN ORDER TO IDENTIFY THE DAMAGED PART, THEN IN DETAIL IN ORDER TO IDENTIFY THE TYPE OF DAMAGE THE PHOTOS MUST BE IN FOCUS;

SEND AN E-MAIL TO CUSTOMER SERVICE SPECIFYING THE ORDER NUMBER OF THE DAMAGED GOODS, A BRIEF DESCRIPTION OF THE DAMAGE / NON-CONFORMITY OF PRODUCTION AND ENCLOSING THE PHOTOGRAPHIC MATERIAL PREVIOUSLY TAKEN

KEEP THE ORIGINAL PACKAGING.

VERIFY THE INTEGRITY OF THE PACKAGING

Receipt of goods in case of INSURED SHIPMENT

1. Check the number of packages: if the number of packages does not correspond to the number specified on the transport document, it is necessary to make a note of the missing package, if any, and then report it later;

2. Check the state of the packages:

INTEGRAL PACKAGING: sign the POD;

    DAMAGED PACKAGING/WET PACKAGING: sign the POD presented by the courier with the words "Unless checked for torn/wet packaging".

    NOTE: it is important to always accept the delivery of all packages, whatever their state of integrity, as any refusal would lead to the consequent return to the sender and subsequent invoicing to the customer.

INTEGRO packaging and goods inside INTEGRA

1) Check that the article corresponds to what has been purchased;

2) In the event that the item does not correspond to what has been purchased, contact customer service and follow the instructions;

3) Keep the original packaging.

DAMAGED packaging and goods inside INTEGRA

1) Check that the article corresponds to what has been purchased;

2) In the event that the item does not correspond to what has been purchased, contact customer service and follow the instructions;

3) Keep the original packaging.

DAMAGED packaging and DAMAGED goods inside

1) Before opening damaged delivered packages, you must photograph the packages in their entirety (if you have signed with "subject to control verification");

2) Take several shots that show in detail the damaged parts of the packaging trying to highlight the damage suffered by the object contained in them;

3) Take some photos during the opening of the packages with the product still packed, taking care not to further damage the object inside the package; in spite of other signs, those due to the use of cutters during the opening of the packages are easily recognizable (scratches) and are not covered by the Warranty;

4) Keep the original packaging;

5) Once unpacked the items, do not proceed with the assembly, but take a first picture at a distance not too close so as to highlight the part of the item where the damage occurs;

6) The second photo should be taken at a very close distance to the damage to be reported in order to highlight the type of damage

7) Contact customer service promptly by sending an email with the order number, the description of the non-conformity and attaching the photographic material:

Reports of damage to the packaging must be made on the day of unloading the delivery or within 24 hours at the latest;

Reports concerning items with production defects found after the opening of the packaging must be made within 48 hours of receipt.

INTEGRATED packaging and NON INTEGRATED goods inside the packaging proceed as described in point 4) of the previous paragraph.

We would like to underline that the described and articulated assistance procedure has been designed to protect the client in the best possible way. It would be easier not to set such strict rules for the receipt of purchased goods, but we believe that our approach best meets the needs of the customer who is actually faced with a damaged item. We therefore ask you to take five minutes of your time to take photographs (should the need arise) in order to make the procedure as honest and fast as possible.