Hello everyone,
I recently ordered a Kallax shelf unit from an online retailer and unfortunately noticed that the package had significant shipping damage upon delivery. The shelf itself also has some scratches and dents that were clearly caused during transit. My question is: what is the best way to proceed if I want to return the furniture? Can I simply initiate a return, or should I contact the seller first? Are there important deadlines or special instructions I should be aware of when making a claim? I want to handle this carefully, as I understand there can be many legal pitfalls. Thank you in advance for your advice and experiences!
I recently ordered a Kallax shelf unit from an online retailer and unfortunately noticed that the package had significant shipping damage upon delivery. The shelf itself also has some scratches and dents that were clearly caused during transit. My question is: what is the best way to proceed if I want to return the furniture? Can I simply initiate a return, or should I contact the seller first? Are there important deadlines or special instructions I should be aware of when making a claim? I want to handle this carefully, as I understand there can be many legal pitfalls. Thank you in advance for your advice and experiences!
sarlo schrieb:
It is important, if possible, to acknowledge receipt of the package with a reservation. Unfortunately, this is a problem because I wasn’t at home when the package was delivered and couldn’t note any reservation. The neighbors accepted the package. Does this mean I lose my rights, or do I still have the right to return it due to shipping damage?
I have already contacted the seller directly and am waiting for a response.
Does anyone here have experience with cash-on-delivery situations? Thanks!
Annate schrieb:
The neighbors accepted the package. Does that mean I lose my rights?No, you don’t automatically lose your rights. If the package was accepted in your absence, you are still the recipient and must report the damage as soon as possible. It is important that you can prove the damage (photos taken immediately after unpacking).
Unfortunately, there is no perfect solution in such cases, but your warranty rights remain valid. The seller is then obliged to provide you with an undamaged product or to take back the damaged one.
My advice: also mention in your message to the seller that you received the package in your absence and noticed the damage immediately after unpacking. This way, you protect yourself regarding deadlines.
It is obvious that people often claim they cannot inspect damaged goods immediately just because the neighbors signed for the delivery. In such cases, this is usually an argument used by the seller to avoid payment. Ideally, packages should be checked upon receipt or at least a reservation should be noted. However, in the end, YOU are the buyer and the damage must be proven. It’s a cat-and-mouse game between buyer, seller, and delivery service.
If you expect such problems, it’s better to order locally or pick up the goods in person.
If you expect such problems, it’s better to order locally or pick up the goods in person.
Don’t get discouraged, Annate! 🙂 Return processes like these are frustrating, but usually the dealer ends up cooperating quite well in the end. It’s definitely worth staying persistent, and if you document everything carefully, you’ll be well protected! Good luck, we’re here if you have any more questions!!!
A quick update from me: The supplier finally responded and sent me a return label after I explained the damages. The process seems to be straightforward as long as you communicate promptly and clearly. Thanks to everyone for your helpful answers and advice; it really helped me handle the situation properly.