Compensation for Transport Damage

It is very rare that we have damages, but DPH Trading ships many items, and unfortunately, it cannot always be avoided that, on occasion, an item is damaged or lost during transport. However, if damage occurs, DPH will help you! Follow this guide to ensure that you receive the compensation you are entitled to.

Step 1: Upon receiving a damaged package

• Check the package upon delivery: If you can see or hear that the package is damaged, you should immediately raise an objection with the courier/postal service.
• Open the package if necessary: If possible, open the package while the courier is present. If this is not possible, note any reservations about damage when signing for receipt or refuse to accept the package.

Step 2: If damage is discovered after receipt

• Contact us immediately: If there is no visible damage to the package at delivery, but you discover damage to the item after opening the package, you must contact DPH Trading immediately. Quick action is crucial to secure your compensation claim.

Step 3: Keep the package and packaging

Keep everything as it is! When claiming compensation for transport damage, it is important that you keep both the item and the packaging in the condition in which you received them.

The insurance company or the courier may require an inspection of the package before approving a compensation claim. Therefore, the packaging must not be removed or altered before you have spoken with us. Please take photos of everything.

Step 4: Report the damage to DPH Trading

Contact us immediately. Once you have identified the damage, contact us as soon as possible. We will assist you in reporting the damage correctly and guide you through the next steps.

Wait for our instructions. Do not return damaged goods until you have received our written instructions. This ensures that your case is handled properly and that you do not lose the right to compensation.

Compensation Options

Once you have reported the damage, one of the following compensation options may apply:

• Replacement item: If we can source a similar item, we will send it to you at no extra cost.
• Refund / Credit: If a replacement item is not available, we can offer you a full refund, including shipping and any fees. We will refund the amount using the same payment method you used for the purchase unless we have agreed otherwise.

We will assist you throughout the entire process and make the compensation process for transport damage as easy and hassle-free as possible. We will take care of all the practical matters and keep you informed, so you can quickly receive your compensation and avoid unnecessary delays or complications.

What does the compensation cover?

The compensation covers:

• The invoiced amount for the item
• Shipping and any handling fees

The compensation does not cover customs, duties, or other taxes. These costs may be refundable through the authorities in your home country, depending on local regulations.

Transport Insurance and Special Delivery Requests

All items shipped by DPH Trading are insured during transport unless otherwise agreed upon at the time of purchase. The insurance covers damage to the item as well as shipping and fees that are part of the transaction.

Note: If you request that the package be left without a signature (e.g., in the garage), please be aware that the right to compensation may be void if the item is damaged or lost.