At Persienner-Online, we want you as a customer to feel confident and satisfied with your purchase. If there is any issue with your order, we are here to assist you throughout the entire claims process. This guide explains how you can easily report faults, the steps involved for different types of problems, and what you need to consider to receive quick and smooth assistance.
What applies when making a claim?
We follow the Consumer Purchase Act and the Distance Contracts Act to ensure you receive the correct assistance in case of faults, damages, incorrect deliveries or transport issues. It is important that you carefully inspect the item when you receive it so that any discrepancies can be reported in time.
Inspection upon delivery
As soon as you have received your item, you should unpack and inspect it thoroughly. If you discover any faults or damage, you must report this to us within 7 days of the delivery date. This also applies if the packaging appears undamaged. Always keep the original packaging if you suspect transport damage, as it may be needed as evidence when making a damage claim.
Common types of claims
- Faulty product: If the product is defective or does not function as it should.
- Incorrect delivery: If you have received the wrong product or an item that does not match your order.
- Transport damage: Damage that occurred during transport and is visible upon delivery or discovered later.
How to make a claim
- Document the fault: Take clear photos of the damage, the product and the packaging. Also photograph labels or delivery notes showing the order or item number.
- Contact us: Send the photos and a description of the problem by email to order@persienner-online.se or reply directly to your order confirmation. Please include your order number in the subject line for quick processing.
- Wait for feedback: We will assess the case and get back to you with a proposed solution, which may be a spare part, repair, replacement or discount depending on the nature of the fault.
- Return and compensation: In case of incorrect delivery, we cover the return shipping costs and ensure you receive the correct item sent to you.
Important to consider regarding transport damage
Transport damage must be reported in writing within 7 days of receipt for us to be able to file a damage claim with the carrier. If the report is made later, compensation may be refused as it becomes difficult to determine when the damage occurred.
For the claim to be processed, you must keep all original packaging and not assemble or use the product before the matter is resolved. The transport company may require inspection of both the packaging and the item.
Summary
Quick and correct handling of claims is important to us and to you as a customer. By following our advice for inspection upon delivery and documenting any faults, we can together ensure a smooth process. Do not hesitate to contact our customer service if you have any questions or need help with your case.
We are here to assist you all the way – from reporting a fault to resolution.