Shipping Damage & Claims: 72-Hour Reporting Process

Last updated: September 11, 2026

This Shipping Damage & Claims page explains how to report and resolve visible shipping damage, wrong items and missing items. It works together with our Shipping Policy, Returns & Refunds Policy and Limited Warranty Policy.

1. The 72-Hour Evidence Window
2. What the 72-Hour Window Does Not Limit
3. What to Send Us
4. How We Handle Your Claim
5. Remedies
6. Transit Insurance and Carrier Claims
7. Your Statutory Rights
8. Related Policies
9. Contact Us

1. The 72-Hour Evidence Window

If a shipment arrives with visible damage, if a package is lost, or if an item is wrong or missing, please report it within 72 hours of delivery. Reporting promptly allows us to preserve carrier evidence, which is important because carriers apply their own notice and claim deadlines.

2. What the 72-Hour Window Does Not Limit

The 72-hour window is a shipping-evidence window; it is not a general after-sales cut-off. Failing to report within 72 hours may affect a carrier claim, but it does not limit any statutory right that cannot be waived, a valid latent-defect warranty claim under our Limited Warranty Policy, or a return that is otherwise eligible under our Returns & Refunds Policy.

3. What to Send Us

To help us assess the claim quickly, please send:

your order number and, where relevant, the VIN or OE number;
photos or video of the outer box from all six sides, including the shipping label;
photos of the damaged, wrong or missing part;
an unboxing video where available;
a short description of what you received compared with what you ordered.

Please keep the packaging and the goods until the claim is resolved.

4. How We Handle Your Claim

We acknowledge your report and, where needed, open a carrier claim.
We may ask for additional photos, a video or a short diagnostic check.
We confirm in writing what we found and which remedy applies.
We arrange the replacement or refund agreed.

5. Remedies

Where the damage, wrong item or missing item is our responsibility or a logistics responsibility, we provide a replacement part together with the shipping for that replacement. If a replacement is not reasonably available, we refund the product price together with the original standard shipping charge that we actually collected. If mandatory law requires a different outcome, the law applies. Where a claim cannot be verified, we will explain why and discuss the available options with you.

6. Transit Insurance and Carrier Claims

Shipments sent through our cooperating forwarder and shipping-agent network include transit insurance by default for loss or damage occurring in transit before delivery, in line with our Shipping Policy. You do not lose our support simply because you signed for a delivery that later proved to be damaged; please report it to us as soon as the damage is discovered so that we can manage the carrier claim on your behalf.

7. Your Statutory Rights

Nothing in this page limits any consumer right that cannot be excluded under the law applicable to the sale.

9. Contact Us

To report shipping damage, a wrong item or a missing item, contact us through our Contact page or the WhatsApp button on this site, and include your order number and photos. The WhatsApp button is the fastest channel for time-sensitive claims.

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