Our recipe for damaged shipments

  • In order to report a damaged shipment efficiently, please follow a few simple but basic rules:
  • In case you order the delivery of installation components to the investment site, please inform the end customer or the investor about the necessity to verify the delivered goods. You are always welcome to come to the specified delivery address and check the delivery in person,
  • If you are unable to collect the delivery in person, please pass on the details of your order to the person responsible for collecting the goods from the carrier,
  • if you find that the parcel is damaged or does not contain all the elements, you must report this to the carrier and write a damage report,
  • if the goods have been damaged in transit and you fail to report this to the carrier, you will have no legal grounds to make a claim for the damaged goods.

Here are some tips on how to effectively check a shipment in the presence of the carrier

The delivery documents (that is, the waybill and the WZ document) are key – these can be found in a foil pocket on the side of the parcel.

We would very much appreciate your verification:

  • address details – that the details on the documents are correct and consistent with the address for service,
  • the packaging containing the goods (parcel, pallet, carton) – that it bears no signs of damage,
  • the protection of the outer packaging – that the stretch film/cardboard/binding tape has not been damaged.

What should I do if the delivered goods are damaged?

If, on receipt of the goods, you discover that the consignment has been damaged (as indicated above), please report this to the carrier at the time of taking delivery of the goods (so-called manifest damage) and:

  • asking the supplier/driver to provide a damage report,
  • documenting the damage with photographs, filling in and signing the damage report by the consignee and the driver,
  • the notation on the consignment note „GOODS DAMAGE – PROTOCOL OF DAMAGE FILE“.

Please complete the required items on the damage report. It is important that you make the note on the consignment note „GOODS DAMAGED – Damage Report Formed“. The damage report must be signed by the consignee and the driver. If the consignment is damaged and the recipient does not make a note of the damage on the waybill, there is no legal basis for a complaint. Please make photographic documentation of the damage which will serve as additional evidence in the case of filing a claim, eliminating doubts and acting to the benefit of the person filing the claim.

It is important that the damage report is not completed until the goods have been damaged, but at the time of acceptance. The damage must be reported upon receipt of the goods
– the sooner the better.

If the consignee does not check the consignment or does not make a note on the consignment note despite discovering the damage, making a complaint will have no legal basis.

Reporting a claim or damage

Please complete the claim form available on the website. Complete the required items with a detailed description of the incident. Attach the damage report, waybill, photo documentation and serial numbers of the damaged components.

If you notice that the goods are damaged, but only after opening the parcel

Even if the packaging of the goods shows no signs of damage, we ask you to take photos of the packaging of the goods before unpacking. After unpacking the goods, we ask you to verify their quality and quantity. In order to recognise hidden damage, it must be properly documented that the outer packaging does not bear any mechanical damage (including dents) or traces of external interference.

  • If we discover damage to the goods after they have been unpacked, the damage must be reported within a maximum of 7 days of receipt of the goods. Ask the driver who delivered the goods to you for a damage report.
  • It is important to complete the document in detail as described in the section above: „What to do if the delivered goods are damaged“? The haulier has the right to ask us what has happened to the consignment from the time of delivery until the time the damage was discovered. By doing so, he determines whether anything has happened in the meantime that could cause damage. Then proceed in accordance with section: Reporting a claim or damage.

Download a complaint form