Photographs and videos of the package, packaging and damaged goods

In case of damage, the claim must include 3 photographs of the package, packaging and damaged goods 1 unboxing video of the package :
  1. Photo of the entire package as delivered by the courier upon delivery and with the courier's label/tape visible . Couriers require proof that the package was billed and shipped by their company.
  2. Photo of the internal packaging which protected the contents during transport. It is essential to have a photo of the delivered goods packed with padding that protected the contents during transport. In the event of hidden damage, obviously, the goods have been removed from the original packaging in order to be able to declare the damage. In this case, the recipient will have to repack it and put it back in the box.
  3. Photos of the damage and not of a single detail. The claim for damage or tampering must be certified by photographs documenting the obvious damage to the package and/or the goods contained in it due to the mobilization of the package . Non-obvious damages such as, for example, electronic malfunctions cannot be considered.
  4. Unboxing video that must be done continuously and from such a distance in which the first opening of the package is seen, in its entirety, where the customer verifies the integrity of the objects for the first time, removing the original seals and the packaging provided in the shipment, in which all possible transport damages are highlighted.

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Packaging storage

The prepared packaging must always be kept in the face of a possible appraisal until acceptance and/or resolution of the file. The carrier or insurer may request more photographs of the package or cargo on certain occasions after an investigation has been initiated.

I have no photos, I have not kept the packaging, I have not signed with reserve

It is not possible to initiate any compensation procedure , ascertaining the liability of the carrier, if the customer
  • Does not have unboxing photos and video of damaged goods and packaging to ensure compliance with our guidelines
  • You have disposed of the packaging of the damaged package preventing the inspection of the package by the courier's expert to ascertain responsibility.
  • Not signed subject to specific damage on delivery of the package with obvious signs of wear . In the event of obvious damage to the packaging, the courier and the insurance company require that the specific wording of damage be reported. The latter cannot be of a generic nature (" Reservation of control ") but, according to constant jurisprudence and doctrine, must have a specific indication (" Damaged/Punctured/Crushed Package ") and be known to the carrier at the time of delivery alongside the signature in PODS.