Complaints
1) Complaints about products
In our range, you will only find high-quality products and durable branded items from renowned manufacturers. In rare cases, however, it can happen that a delivered item does not work as intended. If this is the case, we will collect the faulty item free of charge and arrange further processing with the manufacturer. You do not need to worry about anything. When returning technically defective products as part of a complaint, we will be happy to support you by phone or email.
Please always pack defective items carefully and securely for free collection by our logistics partners. As a rule, the shipping packaging in which you received the goods to be returned is suitable for this purpose.
In addition, shipping in other suitable shipping packaging with sufficient stability is also possible. Please ensure that the returned goods cannot slip or move within the shipping packaging.
To do this, it is advisable to place the item in an upright and central position. Any free space within the shipping packaging should be filled with additional packaging material and padded for safe transport.
For quick and smooth processing of complaints, we provide a complaint form that you can fill out conveniently online. Please fill out the complaint form completely and as intended so that your complaint can be processed quickly. We will arrange for the item in question to be collected from you. Please make sure that only items that are the subject of a complaint are included in the parcel. We will then submit the defective item and the completed form to the supplier immediately. We will inform you as soon as we have received a test report or a statement from the manufacturer.
Although we as a company endeavour to ensure that the goods ordered are dispatched correctly, even we can make mistakes. This can result in an incorrect delivery. Incorrect deliveries include items that you have not ordered. Although you ordered the correct item, a completely different one was delivered. In such a case, please contact us immediately and we will arrange for a prompt exchange for the correct item.
After an internal check, we will have all incorrectly delivered goods collected from you promptly and, of course, free of charge.
Please only place incorrectly delivered products in the parcel. If you have any questions regarding complaints about incorrect deliveries, please do not hesitate to contact us by phone, fax or e-mail.
If you still wish to keep the incorrectly delivered items, the goods can also be recalculated on request. Please pack the incorrectly delivered items carefully and completely for the return. As a rule, the shipping material in which the incorrectly delivered goods were also delivered is suitable for this purpose. Other suitable packaging materials can also be used. The goods should be packed in such a way that they cannot move or slip inside the shipping packaging.
A proper dispatch of the goods offered is particularly important to us as a company. Nevertheless, it can happen in individual cases that ordered goods are not part of the delivery. Please contact us immediately if you notice any shortages within a delivery.
When making a complaint about missing quantities, please check whether you have received all packages and partial deliveries from an order. Please also check whether other products were incorrectly delivered instead of those ordered, resulting in the missing quantity. Please also check whether a parcel from the respective order is damaged or has been re-glued. Following your request to check, we will process the complaint regarding the reported missing quantities promptly and resolve the problem in question.
We are available for you at any time during our business hours by telephone, fax or e-mail
2) Complaints about transport damage
Type of transport damage
The packaging is obviously damaged on the outside?
Please refuse to accept the goods and inform us immediately by telephone on +49 (0) 7433 9892-12 or send us an e-mail to verkauf@weinmann-schanz.de
You want to accept the shipment despite damage
Please make a note of the following details on the proof of delivery/delivery note/freight document: date, time and lorry registration number. Please have the driver sign for the damage.
Please send us your damage report including pictureswithin 5 calendar days of receipt of the goods. The outer packaging, the shipping label and the defective goods must be recognisable in the pictures.
Please always inform us by telephone on +49 (0) 7433 98 92-12, by e-mail or by fax +49 (0) 7433 98 92-92 as soon as you have discovered damage after checking the goods. The consignment should be checked in the presence of the driver.
What to do in the event of transport damage?
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Please note that if you fail to meet the statutory reporting deadlines for transport damage in accordance with §§438ff. HGB no claims can be asserted against the carrier.
In all cases, the transfer of risk of delivery shall pass to the buyer when the goods are handed over to the forwarding agent or carrier. You are legally obliged to inspect the goods immediately for quantity, correctness and defects. If the notification has not been sent to us by the expiry of the deadline, the goods shall be deemed to have been approved without defects.
Please note that pictures of the damaged goods, the consignment label and the outer packaging are mandatory for a transport damage report. Without pictures, no damage report can be submitted to the carrier.
IMPORTANT: Damaged goods must NOT be assembled!
How do you report the damage?
Please document the damage by taking photos of the damaged item, outer packaging and shipping label.
Upload the pictures of your complaint and send us the completed form with pictures online within 24 hours or send us the pictures by e-mail.
Handling hazardous goods
Gas cartridges, Batteries, Technical sprays - there are many products that need to be handled with care during transport. If such consignments are damaged, special care must be taken. You can recognise whether a consignment contains dangerous goods by the corresponding labelling:
In such a case, please contact our customer service immediately by telephone on: +49 (0) 7433 98 92-12 and follow our return instructions.
Parking authorisation
If you have already agreed a drop-off authorisation with a parcel service or forwarding agent, either in writing or verbally, you should know that it is not possible to report damage in this case.
This means that once your shipment is dropped off at the location you have specified, you are fully responsible for it. Delivery can be made without the need for a signature from the recipient. If your goods are damaged or lost, the parcel services and shipping companies are not liable for this. This means that you cannot make any claims for compensation against the transport companies, as we cannot report damaged goods as transport damage or loss in the same way as we can for deliveries without a drop-off authorisation.
It may therefore be advisable to reconsider your drop-off authorisation if you want to minimise the risk. It may also be worth considering alternative delivery to your neighbours or similar options.
Contact us
Do you have any questions about your return or complaint?
Alternatively, you can also contact us by phone, email or fax.
Tel: +49 7433 9892 12
Fax: +49 7433 9892 92
Email: verkauf@weinmann-schanz.de
We are happy to be available for you at these times: Mo. - Fri. from 07.00 - 18.00.