Breakage during a seller delivery

Updated 11 months ago by Jane

We ask you to kindly communicate to the buyer how to properly receive their product, so that they can do it the right way : please notify your buyer if he needs to unwrap the product with the carrier, sign a claim on the delivery slip, refuse the delivery if it is broken... We recommend that you subscribe to delivery insurance offered by the carrier of your choosing, in order for you to get compensated in case of damages on the product during transportation.

The buyer will have the opportunity to contact you or us in order to send pictures showing the damages. From there, you will be able to ask for the product to be sent back to you or not. If you wish for the product to be sent back to you, we will refund the customer upon confirmation that the product has been shipped back. If you do not wish for the product to be sent back to you, we will refund the customer directly. You will not be paid by Selency for the sale of items that arrived broken. 

If the product arrives partially broken, but is still usable, you will be able to make a commercial gesture depending on the damages. We will ask for your advice on this matter, or we will take the decision if it is logical.

For example : 

- If you send a batch of 6 plates, and one of these arrives broken, we will refund the customer of 1/6 of the price of the product.

- If a table leg is broken, you will be able to decide the amount to be refunded. The buyer will also be able to give us a quotation for repair, but we will take in charge a refund if the amount is not more expensive than the product price.

If you need help, don’t hesitate to contact our Customer Happiness service at 📧 or at 📞  +44 20 3923 1040 (from 2pm to 7pm, Monday to Friday).

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