Delivery procedure

MASONI CAREFULLY CHECKS THE GOODS AND, IF NECESSARY, IT STRENGTHENS THE ORIGINAL PACKAGE BY PUTTING THE PRODUCT ON PALLETS OR WOODEN BOXES.

It may happen that, despite these scrupulous checks by the manufacturing company and by Masoni, a product still presents non-conformities.
Two distinct situations can occur regarding the receipt of a damaged product:

- EVIDENT DAMAGE: the packages are visibly damaged / wet so the customer must strictly the SIGNATURE with the words "SUBJECT TO CONTROL VERIFICATION FOR TORN/WET PACKAGING" on the POD (Proof of Delivery) and then follow all the instructions below in order to proceed correctly to the complaint, to be made within 7 days from the moment of receipt of the goods. Any claims not supported by signature with reserved will not be accepted.

- HIDDEN DAMAGE: the damage is visible only after the product has been taken out of the box. In this case, if you did not use the SIGNATURE with the words "SUBJECT TO CONTROL VERIFICATION FOR TORN/WET PACKAGING" on the POD, the complaint must be made strictly within 48 hours from the moment of receipt of the goods. After this period of time the acceptance of the claim request is not guaranteed.

Customers must carefully follow these steps in order to make the handling of product anomalies possible:

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CHECK IF THE NUMBER OF PACKAGES MATCHES WITH THE ONE SPECIFIED ON THE SHIPPING INVOICE

CHECK THE EXTERIOR CONDITION OF THE PACKAGES

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IN CASE OF DAMAGED PACKAGES, ACCEPT THE DELIVERY SIGNING THE TRANSPORT DOCUMENT PRESENTED BY THE CARRIER WITH THE WORDS: "SUBJECT TO CONTROL VERIFICATION FOR TORN/WET PACKAGING"

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IN CASE OF ANOMALIES, TAKE A PHOTO OF THE PACKAGES IN ITS ENTIRETY HIGHLIGHTING THE DAMAGE

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OPEN THE PACKAGES PAYING CLOSE ATTENTION TO THE PRODUCTS

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IN CASE OF DAMAGE/NON-COMPLIANCE OF PRODUCTION, TAKE A PHOTO OF THE GOODS FIRST IN ITS ENTIRETY IN ORDER TO IDENTIFY THE DAMAGED PARTS AND THEN OF THE DAMAGED DETAIL IN ORDER TO IDENTIFY THE TYPE OF DAMAGE

PHOTOS MUST BE PERFECTLY IN FOCUS

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SEND AN E-MAIL TO CUSTOMER SERVICE SPECIFYING THE ORDER NUMBER RELATED TO THE DAMAGED GOODS AND A BRIEF DESCRIPTION OF THE DAMAGE/NON-COMPLIANCE OF PRODUCTION ATTACHING THE PHOTOS TAKEN

KEEP THE ORIGINAL PACKAGING.

Unload the Supply

1. Check the number of the packages: if the number does not match the one specified on the Shipping Invoice must make a note of any missing package and then communicate it later;

2. Check the exterior condition of the packages:

PACKAGING INTACT: sign the transport document;
    DAMAGED / WET PACKAGING: sign The transport document presented by the carrier with the words "Subject to Control Verification for Torn / Wet Packaging".
    NOTE: It is important to always accept the delivery of all the packages, regardless of their integrity status, as a refusal would result in consequent return to sender and a subsequent billing to the customer.

   

PACKAGING INTACT AND GOODS INSIDE INTACT

1) Check the correspondence to the article purchased;

2) In the event that the item arrived does not correspond with the purchase, contact customer service and follow the instructions;

3) Keep the original packaging.

 

PACKAGING NOT INTACT AND GOODS INSIDE INTACT

1) Check the correspondence to the article purchased;

2) In the event that the item arrived does not correspond with the purchase, contact customer service and follow the instructions;

3) Keep the original packaging.

 

PACKAGING NOT INTACT AND GOODS INSIDE NOT INTACT

1) Prior to the opening of damaged packages you shoot the packages in their entirety (if you have signed up with "subject to control verification");

2) Carry out a series of shots that depict in detail the damaged parts of the packaging trying to bring out even the damage suffered by the object contained in them;

3) Make some photos during the opening packages with the product still packed being careful not to damage further the object inside the packaging; despite other signs, those due to the use of cutters during the opening of the packaging, are easily recognizable (scratches) and are not covered by the warranty;

foto intera

Photos of entire package with damages

If the packaging has damages, take a photo of it in its entirety

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Show the type of damage

Take a close-up photo of the damage and check whether there is any damage inside.

foto apertura

Take photos of the steps of opening

It is appropriate to take some photos during the opening of the damaged package

4) Keep the original packaging

5) Once unpacked the items, not to proceed with the assembly, but to take a first photo not too close to the item so as to highlight the part of the article in which it presents the damage (such as a door, a feet , etc ...);

6) The second photo must be taken instead in a very close range to the damage in order to highlight the type of damage;

invio non corretto

Incorrect photos

The only photo of the defect taken in close range is not enough.

invio non corretto

Incorrect photos

The only photo of the defect taken from afar is not enough.

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Correct photos

Close-up photo of the defect.

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Correct photos

Photos of the interested part.

NOTE: The photos of the details must be perfectly in focus. This is crucial so that we can proceed the procedure for official replacement of the damaged part.

a fuoco

Correct photos

The defect is in perfect focus and can be assessed by our technical staff and by the manufacturer.

non a fuoco

Incorrect photos

The defect is not in focus. That there is no help for the evaluation of the type of defect or fault.

7) Contact promptly the customer service by sending an email with your order number, the description of non-conformity and attaching the photographic material:

reports concerning damages of the packaging must be made ​​on the day of delivery of the Supply or at the latest within 24 hours;
reports concerning Articles with material or manufacturing defects discovered after the opening of the packaging must be made within 48 hours of discharge.

PACKAGING INTACT AND GOODS INSIDE NOT INTACT

proceed as described from step 4) of the preceding paragraph.

We want to emphasize that this described and structured support process has been designed in order to protect the customer. It would have been easier don't to put such stringent rules for the reception of the goods purchased but we think that our approach responds better to the needs of the customer who is really in front of a damaged item. We urge you to take five minutes of your time to take pictures (if there is a need) in order to make the procedure more honest and fast as possible.

2-US-3.236.232.99