Damaged items | zangra

WHAT TO DO IN CASE OF DAMAGE
The carrier is liable for loss of or damage to packages during transport. In order for us to replace or refund the damaged goods, we will first need some information. Our insurance company needs to inspect the damaged package to determine the cause of damage and to verify that proper packaging materials have been used!
Damage has to be reported by using our »contact form«. You will need to contact us within 3 business days of receipt of the items in order to make a claim with the shipping company. After this period zangra can not be held responsible for damaged packages any more. Packages are insured during transit. Products are not insured against damage at your home, shop or on a job site. Opening the box and checking the order is your responsibility, so please check your delivery ASAP for damage! If you only contact us after 3 days of receiving the goods, we will have to refuse the claim, as the shipping company cannot verify that the box was handled after you received it.
 

PLEASE SEND US A MESSAGE WITH THE FOLLOWING INFORMATION:

1. The date of the delivery.

2. Your order number.

3. Pictures of:

  • photo 1 - the damaged item(s). In case there are several damaged items, please make sure they are all visible in one single picture.
  • photo 2 - the shipping box
  • photo 3 the shipping box taken from a different angle
  • photo 4 - the damaged item in its original packaging in the shipping box. The packaging materials have to be visible in the picture.
  • photo 5 - the shipping label with the tracking number clearly visible on the shipping box.
     

Please see examples of the required photos at the bottom of the page.

 

WHY DON’T WE REFUND DAMAGED ITEMS AFTER THE THREE-DAY PERIOD ?

We sell a lot of glass and porcelain products; sometimes items get damaged or broken during transportation. This is really annoying for our customers, but unfortunately we can’t completely avoid damages. In this case, zangra directly refunds or replaces the damaged item(s).
However, zangra doesn’t cover damages made upon mounting the products. We suppose that our customers can’t wait to open their parcel to discover the products they ordered as soon as they receive them and so, identify the potential damages at the same time.

To remind it to our customers, we do all our best to inform them:

  1. In the parcel, we put a leaflet with a whole explanation about what to do with damaged items within the 3 days after receipt.
  2. When we ship an order, an automatic email with the same information is sent to the customer.
  3. The same information is also available in the FAQ on our website.

For these reasons, if you don’t respect the required three-day period and even if you have a perfect excuse, we cannot help you.
 

WHAT CAN I DO WHEN MY PENDANT LAMP OR SOCKET DOES NOT WORK?

See "here" for more info.

 

WHAT CAN I DO WHEN MY LIGHT BULB DOES NOT WORK (OR STOPS WORKING)?

See "here" for more info.

 

NOTE
Never send broken items back to zangra unless a member of staff has explicitly requested this.

 

Feel free to contact our customer service by filling in our »contact form«.

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