It is important to note that as soon as you accept a parcel by signing the delivery note, you take possession of the goods and the risk of loss or damage is transferred to you. Therefore, it is important not to sign the delivery note before checking the contents of the parcel(s) and the condition of the products.

Make sure you take the time to check your goods: by law, you have 15 minutes to check the items you’ve ordered, even if the delivery driver doesn’t mention it.

Before signing the delivery note, check it against your consignment note:

- Carry out a quick check of the condition of the goods.
 
- Check that the delivery note matches the goods delivered (type of goods, quantity, etc.).
 
- Check that the goods delivered match the order placed (type of products, quantity, etc.).

Once you have completed these steps, if you feel that the condition of the goods is not satisfactory, you mayrefuse delivery by stating your specific reservations as explained below. 

Damaged or missing goods: what to do

 After opening your parcel, you have noticed a damaged item or a missing item in your order: you must raise a claim with the carrier so that the necessary steps can be taken to return the item(s) in question.

To ensure that these are accepted by the carriers, you must follow the instructions below to the letter and provide as much detail as possible regarding the reasons for your refusal. Indeed, overly general reservations such as "subject to unpacking" or "parcel refused" have no legal standing.

Admissible reservations

If one or more items are missing from your order, you can choose whether or not to keep your parcel if, for example, you wish to use other items whilst waiting to receive the missing one. You must then indicate whether or not the parcel has been opened (it may have a small hole in one place, for example: please specify this) and explain which product(s) are missing, stating their reference number(s) and the manufacturer’s brand if you know it.

If you receive a damaged product: please describe the nature of the damage in as much detail as possible. Is the product broken, dented or scratched, and where exactly? Please also explain whether the box is damaged, has been opened, is not properly sealed, etc.

Inadmissible reservations

Below are examples of reservations that are considered inadmissible by carriers:

- "Parcel refused" (no reason is given for why the parcel was refused).

 - "Package opened" (it is not clear whether any items are missing or not, and if so, which ones).

- "X items missing" (without the product reference(s) in question, this inventory is considered incomplete by the carriers).

- "In poor condition" (no mention of the damaged item or the nature of the damage).

- "Dented panel" (the reference number of the damaged item is missing).

If you have any issues with the driver, please do not hesitate to contact us (04 50 60 80 20) – we will take the necessary steps

Never accept a delivery if you have any doubts; you would be held responsible for it and we would be unable to do anything about it.