What to do if the order arrives damaged?

Keep the packaging, photograph the damage, and send the photos along with the order number through the form. We will respond within one business day and offer a solution. It is best to report it as soon as you notice the damage.

Upon receiving the package

1. Inspect the packaging and product before signing the delivery note.
2. If you see damage, note it on the delivery note upon receipt.
3. Do not discard the box and packing material.
4. Take photos as described below.
5. Send them to us: report order damage.

What photos to send

• Packaging from all sides, especially dents and tears;
• Label with the address on the packaging;
• Close-up of the damage;
• The entire product, showing the model.

Include the order number and briefly describe what happened. No need to fill out anything else.

How quickly to report

Report as soon as possible, preferably immediately upon receipt: this makes it easier to quickly resolve the issue with the carrier and confirm that the damage occurred during delivery. If you are buying as a private individual, your legal rights are preserved even if the damage is noticed later. The procedure and deadlines for delivery claims, including mandatory notification periods for business buyers, are described in the ‘Returns and Claims’ section.

If the damage is hidden

Sometimes the packaging is intact, but a crack or deformation is noticed during unpacking or installation. Send photos in the same way and indicate when you noticed it. We will investigate and offer a solution if the damage occurred during transport or due to a manufacturing defect. Warranty terms are in the answer ‘What is the warranty on Pi-Pi urinals and sinks?’.

Replacement and return shipping

We will review the photos and offer a solution. For confirmed defects or shipping errors, return shipping is at our expense. Wait for written confirmation and return instructions to ensure the package is not lost. Details are in the ‘Returns and Claims’ section.