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Complaints handling policy

The basis for a complaint is the failure to meet the customer's requirements specified in the order or the provided technical documentation. A complaint can also be made regarding non-compliance of the goods with the quality agreements made and documented in writing.

In the case of damage to the goods during transport, in order to claim possible compensation from the transport company for the damaged goods, the customer is obliged to inspect the delivered goods in the presence of the driver (at least superficially in the case of a large number of pallets) and, if damage is detected, to prepare a written damage report. Without a written damage report and possible photos, it will not be possible to claim compensation from the transport company.

Information required in a complaint submission:

  • Product index, control sticker number (if applicable),

  • Transport document number (WZ, Delivery Note),

  • Detailed description of the defect + photos,

  • Quantity defective / quantity received,

  • Proposed solution to the non-compliance.

The customer is required to submit the complaint in writing.

The complainant undertakes:

  • Not to make corrections without obtaining written consent from Euro-Box,

  • Not to return defective goods to Euro-Box without written consent.

Euro-Box commits to:

  • Taking a position within 72 hours of receiving the complaint (working days),

  • Presenting corrective and preventive actions at the customer's request within a mutually agreed time frame.


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