As the recipient, you are obliged to check the external integrity of the shipment upon receipt. If the shipment is clearly damaged externally (box torn, dents, water damage, etc.), refuse to accept the shipment. Damage during transit is not handled by us, but by our responsible carrier. In the event of any transit damage discovered after acceptance, please contact the relevant carrier immediately.
Our logistics partners DHL ask for these points to be followed:
Transit damage for already accepted packages must be documented by the recipient in a photograph and reported within 24 hours via email
If you discover damage to a package that has already been accepted, please bring it, including the original box, to the nearest post office within seven days, so that the damage can be recorded by a postal employee. In general, you will be given the choice to have the goods handed back to you by the postal employee or to return them to us.
It is not possible to send defective packages to us and, if you do so, it will not be accepted as transit damage by DHL.
Therefore, in your own interest, we would urge you to follow the procedure as described.
If you still have any questions, please contact us by email at Foreignsales@tronovo.com or by phone/whatsapp:+86 13451996559
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