Damage in Transit
Fortunately this is very rare but if it happens this is what to do:
What to do if damage in transit has occurred:
Once the ordered Kits and/or parts have left our shop they become the responsibility of the recipient. In the event of any damage in transit please carry out the following.
Check the Kits and/or parts as soon as they are received and report any transit damage within 24 hours of arrival in writing either by Fax on 05191-18569 or E-Mail info@Lottermanns-Triumph.de.
There are two forms of transit damage:
Obvious damage:
Where there is visible external damage, i.e. packaging is ripped open, crushed or parts are protruding from the parcel, it is recommended that the goods are opened in the presence of the delivery agent. You should confirm that no hidden transit damage has occurred and check whether the contents are damaged and also complete.
If the goods are ok in spite of the damaged packaging I would complain to the DHL courier.
If damage is found please carry out the following:
When signing the signature reader write your signature smaller & add clearly "DEFECT" to it. (Do not add " accepted under protest" as this is not legally valid and could make any insurance claim difficult.) The courier should also mark the package as defective on his electronic hand reader.
If the courier does not give you the opportunity to mark the goods as defective you may refuse to accept them but must inform us immediately either by Fax on 05191-18569 or E-Mail info@Lottermanns-Triumph.de.
Hidden transit damage
This is where the packaging is OK externally but the Kits and/or Parts are damaged when you open it.
This is a bit more of a pain:
Because the proof of evidence against DHL lies between the sender and the recipient. There for it is vital that the case is fully documented with photos of the external & internal packaging, damaged areas, description of damaged goods, etc.
Such damage must be reported to us within 7 days. After this DHL and their insurers will assume that the goods have been safely delivered and no claim will be admissible.
Where such damage has occurred please act as follows:
Under no circumstances should you send the Kits and/or Parts back to us as evidence of any original transit damage will be lost & you as the sender would have to prove the damage did not occur on the way back to us. So it is your own interest!
Do not interfere with the Kits and/or Parts or the packaging!
Do not fit the damaged Kits and/or Parts!
Take photos of the damage and the packaging!
Make a note of the damage, together with the DHL transit number on our bill and make a copy!
Please give an exact description of the damage and retain the goods including packing materials for inspection.
Inform us immediately in writing either by Fax on 05191-18569 or E-Mail info@Lottermanns-Triumph.de.
Minor transit damage with minimal repairs may be dealt with by us by mutual agreement. Please speak with us with regard to minor issues, we can usually find an un bureaucratic solution.
General Notice:
Replacement parts or refunds will only provided to the customer after the cause of any transit damage has been determined or an investigation is completed. Please also read our limited liability clauses in our general terms of business (AGBs).