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Important information on claims for incomplete orders
Every day we receive reports from customers stating that their order was not delivered complete and that one or more products would be missing.
Do we make mistakes? We are human, so yes - on rare occasions something may go wrong and an order may not be shipped in full. To verify this carefully, we use a camera system in our packing area, which allows checking exactly what has been packed and for which order.
When you make a claim due to an allegedly missing product, always checked camera images first. Therefore, submit a claim only when you are here 100% sure of are. In addition, always carefully check the entire packaging. It regularly happens, as some customers' reactions show, that products get stuck at the bottom of the packaging. In most cases, several products are now stapled together or packed extra together and no longer put loose in a shipping box, so that they come along at once when opened.
Experience shows that about 95% of the claims are unfounded. We take strict action against unjustified claims.
After checking the camera images, we take immediate action:
- If it turns out that a mistake has actually been made, we will put reship as soon as possible in and you will be informed accordingly.
- If the claim turns out to be unjustified, the account will be blacklisted with immediate effect, with no further explanation and no possibility of discussion. A blacklisting is final.
Customers should expect honesty from us about our products - and we expect the same honesty back from our customers.
Therefore, be aware of the consequences of knowingly making an unjustified claim.
