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When we make a shipment, it is possible that the package arrives at its destination damaged. There may be various reasons: the contents of the package are particularly fragile, the packaging may be insufficient (despite the care with which it is made), something in the packaging may have given way during transport, a courier operator responsible for the transport could having been inattentive in handling the package.
1. MAXIMUM PROTECTION FOR OUR SHIPMENTS
To minimize the chances of receiving damage, it is a good rule, first of all, to prepare an unexpected-proof shipment: we at ShopClima.it never save on packaging in order to ensure maximum protection as much as possible, possibly using even layers additional protective measures in the case of particularly delicate objects, or by covering the package with waterproof surfaces (in case of rain).
2. WHAT CAN I DO IF THE PACKAGE ARRIVES DAMAGED?
When he delivers the package to you, the courier will ask you to sign a document certifying delivery to the address and person indicated in the order. At that moment, if you notice something suspicious (for example if the package appears damaged in any part) tell the courier that you want to opt for the "acceptance with reserve" or "subject to control of intact package" option: this is a formula that indicates that you have received the package but that something could have gone wrong during the transport and/or the actual delivery. We remind you that it is always good practice to check the contents of the package in the presence of the courier: it could happen, in fact, that despite the apparent integrity of the package, the contents may be damaged.
If you are unable to carry out this check, we advise you to always accept the package by writing "I ACCEPT SUBJECT TO INSPECTION". The reserve allows you, after delivery, to check the contents in complete tranquility since the courier, by law, cannot allow you to open the package if you have not signed.
ATTENTION: if instead you decide to accept without reserve, you will sign a document certifying that the package has arrived at its destination in perfect condition, and at that point it will be extremely difficult to ask for a refund.
3. HOW CAN I ACCEPT A CONDITIONAL PACKAGE?
To accept a package with the reserve formula, it is necessary to use the specific fields present in the document that the courier will ask you to sign upon delivery, i.e. the packing slip. Each courier has its own specific procedures, so if in doubt, ask the person in charge of the delivery so that he can tell you how and what to do. Always check the general appearance of the package and the external conditions of the packaging, making sure they are perfectly intact and complete: if the document (accompanying note) indicates the presence of several packages, check that they are all present at the time of delivery. In case you want to accept with reserve (for example in case of obvious damage), clearly write the reason in the delivery note: damaged packaging, missing packages, broken ribbon, etc.
In the event that the courier uses electronic tools (such as tablets / PDAs) to record the successful delivery, it will be sufficient to add a wording (e.g. "broken" or "damaged") in the same space used for the digital signature, such as in the example below.
4. WHAT CAN I DO IF THE COURIER WON'T LET ME SIGN WITH RESERVE?
Some delivery people may not be particularly cooperative in making you sign with reservations, but remember that yours is an inviolable right. Therefore, if the courier is reticent and does not clearly indicate where to sign to activate the reserve formula, let him know and in the most extreme cases refuse to sign. In the latter case, the parcel will be returned to the courier's destination branch and you will have to contact their customer service to explain what happened, demanding an explanation and a quick resolution.
5. WHAT IF I HAVE INSURED THE PACKAGE AND ACCEPT IT WITHOUT RESERVE?
If you have chosen to insure the package and the shipment, but you sign without reserve upon delivery, you totally lose the right to a refund. In fact, the insurance company cannot reimburse the amount due since you will have signed an official document certifying that the package has arrived in perfect condition, and consequently the damage will not have occurred during transport.