My product arrived damaged/broken

My product was delivered damaged. What should I do ?

Have you just received your order and noticed that the product is damaged or the box is in poor condition ? We sincerely apologise for this inconvenience.

Here is the procedure to follow so that our after-sales service team can analyse your case and provide you with a quick solution.

Gather the information for your case :

In order to process your claim, our advisors need to be able to see the damage and identify your parcel precisely. Before contacting us, please prepare the following :

• Photos of the damage to the product : Take clear photos showing any broken, scratched or dented parts.
• Photos of the packaging : An overview of the box is required. Even if the box appears to be undamaged, this helps us determine whether the damage is related to transport.
• A photo of the labels : Take a photo of the white label stuck on the carrier's box.
• Information about reservations : Let us know if you made any written reservations on the delivery note or the driver's electronic device at the time of receipt.

Submit your claim

Contact us via our contact form, selecting the reason "Damaged or incomplete product". Attach all the requested photos.

What solutions will be offered to you ?

Once your case has been analysed, our team will offer you the solution best suited to the condition of your product and the availability of our stock.

Case A : The damage concerns specific parts.

If the product is repairable, we will endeavour to bring it back into compliance. We will check our stock of spare parts and send you new parts free of charge to replace the damaged ones.

Case B : The damage is minor or cosmetic.

If the product is usable and the defect is minor (small scratch, slight dent that does not interfere with assembly), we may offer you financial compensation (as a gesture of goodwill) if you agree to keep the product as is.

Case C : The product is unusable or irreparable

If the damage is too extensive or if we do not have the necessary spare parts, we will offer you a complete replacement product or a refund if repair or replacement is not possible, depending on our stock availability.