We always take the utmost care with packaging and shipments, but once outside our warehouses, the ordered goods are no longer under our direct control, and it can happen that the package being delivered arrives at its destination damaged.
📦 General Information
There can be multiple explanations: the ordered product is particularly fragile, and the packaging might somehow be insufficient despite the care taken by our specialized staff; some component of the packaging might fail during transport due to unforeseen causes at the origin; the courier responsible for delivery might have unintentionally damaged the packaged goods, for example, during various movements.
To minimize the likelihood of more or less serious damage to products, our specialized staff works daily to assemble secure packages and prepare shipments proof against unforeseen events, depending on the item ordered. This is why we never skimp on packaging: in our opinion, it is the only approach that allows us to ensure the highest degree of protection, using additional protective layers when necessary for shipping particularly delicate products.
✍️ Upon Delivery
Upon delivery, the courier will always ask you to sign a document confirming delivery. Before signing, always take a few seconds to check the integrity of the received package: if you notice anything suspicious (for example, evidence of an impact, any sign of damage, however minimal, etc.), immediately inform the courier and state that you wish to "accept with reservation".
PLEASE NOTE: if you choose to accept without reservation, by signing you confirm that the package was delivered to you in perfect condition, and in case of problems, it will be impossible to obtain a refund or compensation.
To accept a delivery with reservation, it is essential to indicate this in the specific fields of the document that the courier will ask you to sign (delivery note). Each courier has its specific procedures, so if in doubt, ask the delivery person.
Clearly write the reason on the delivery note, for example: "damaged packaging", "missing parcels", "broken tape", "presence of holes", etc.
If the courier uses digital tools (tablet or handheld device), it is sufficient to add a phrase like "broken" or "damaged" in the same space as the signature.
Remember that signing with reservation is your inviolable right. If the delivery person seems reluctant, talk to them openly or refuse to sign. If you refuse to sign, the courier will be obliged to return the package to the relevant branch, while you can contact their customer service, explaining the events and requesting a quick resolution.
🔍 Refunds and Insurance
In the case of an insured package, if at the time of delivery you choose to sign without reservation, you immediately lose the right to a refund. The insurance cannot reimburse you for anything as you have signed an official document certifying the perfect condition of the delivered package: consequently, the damage cannot be legally attributed to any mismanagement by the carrier.
