Shipping Damage Guide

Transfer of risk

For consumers, the risk of accidental loss of or damage to the goods passes only when the goods are handed over to you. This also applies to shipments. For entrepreneurs, the risk passes as soon as the goods are handed over to the transport company (Section 447 of the German Civil Code, BGB).

To help us assert any transport damage against the transport company quickly and fully, please follow the instructions below.

When receiving the goods

When receiving the goods, please check that the number of packages stated on the delivery note matches the number actually delivered. Please note any missing packages directly on the delivery note before signing. If receipt is confirmed without a note, it is difficult for us to prove missing items to the transport company later.

Signing the delivery note does not limit your statutory rights against us.

There are two types of transport damage:

A) Visible transport damage

Example: the packaging is damaged or dented, or parts of the goods are sticking out of the packaging.

If the shipment shows visible external damage, we recommend opening it in the presence of the delivery driver and checking the contents for damage and completeness.

What to do:

Note the type of damage (e.g. "packaging damaged", "housing dented") on the consignment note or delivery note and ask the driver to confirm it with their signature.
If the driver refuses to sign, make the note anyway and add: "Driver refused to sign".
If you sign on an electronic device, sign slightly smaller and add the word "DAMAGED" as clearly as possible. Also ask the driver to mark the shipment as damaged in their system.
If possible, take photos of the damage.

If in doubt, you may also refuse to accept a damaged shipment. In that case, please inform us by email immediately. This also applies if the driver does not allow you to accept the goods with a damage note.

Please avoid notes such as "subject to inspection". Such notes are generally ineffective with transport companies and insurers. Describe the damage specifically instead.

We will arrange the return of refused or damaged shipments with the transport companies we use, in consultation with you.

B) Concealed transport damage

Example: the box or pallet shows no external damage, but the goods turn out to be damaged once opened.

As the shipment was accepted without a damage note in this case, complete documentation is particularly important so that we can prove the damage to the transport company: photos of the outer and inner packaging, photos of the damaged areas and a description of the damage.

Transport companies and insurers generally only accept concealed damage if it is reported within 7 days of delivery. Please therefore inform us within this period if possible. For consumers, a later report has no effect whatsoever on their statutory rights in respect of defects.

What to do:

Do not alter the goods or the packaging.
Do not start up or use the damaged goods. This may be dangerous.
Note damaged packaging or missing items in detail and take several photos of the damage and the packaging.
Report the damage to us immediately with as precise a description as possible. Keep the goods, including the outer packaging and original box, for inspection. We will contact you promptly and arrange collection of the damaged goods if necessary.

Please do not return damaged goods to us on your own, but arrange the return with us. Otherwise, it is often no longer possible to prove the transport damage to the transport company. Your statutory right of withdrawal remains unaffected.

General information

Minor transport damage and small repairs are often resolved by mutual agreement outside the standard damage procedure. If the damage is minor, please contact us. There is usually a quick and simple solution.

In the event of transport damage, consumers are entitled to their statutory rights in respect of defects (in particular subsequent performance by repair or replacement, price reduction or withdrawal from the contract). We will handle the clarification of the damage with the transport company. It is not a prerequisite for your claims against us.

For entrepreneurs, the duties to inspect and give notice under sections 7.3 and 7.4 of our General Terms and Conditions also apply.

Contact

DIMAX International GmbH – Support Team
Flinger Broich 203, 40235 Düsseldorf, Germany
Email: shop@dimaxgroup.com
Phone: +49 211 94289001

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DIMAX International GmbH
Flinger Broich 203
40235 Düsseldorf, Germany