The conditions below vary depending on the courier with which the goods are shipped. They will be subdivided according to the name of the courier, which will be indicated both in the whatsapp message we send when the courier takes charge of the goods and in the e-mail we send when the courier takes charge of the order (e-mail of delivery in progress). The latter will contain all the procedures for unloading and accepting the material.

INSTRUCTIONS VALID FOR ALL COURIERS:

- The Standard Shipping service is intended with delivery to the street level at the house number and the customer must cooperate with the driver to unload the packages from the side of the truck, sometimes making available other people depending on the size and weight of the item purchased; couriers always travel in single person (unless you have chosen the option of delivery to the floor and / or assembly) and are not assigned to unload the material with packages over 35 kg.

- Check the number of packages: if the number does not match the number on the transport document, note the missing package on the delivery note.

- Photograph the packages before opening.

- Open packages with extreme caution: especially if using cutters or blades. Sharp objects used when opening packages are one of the main causes of damage and are not covered by the warranty as they are recognisable marks.

- Please take photos of any damage to the product BEFORE ASSEMBLY. ONCE THE PRODUCT HAS BEEN ASSEMBLED, WE WILL NOT PROVIDE ANY COMPENSATION OR REPLACEMENT FREE OF CHARGE.

- Presence of anomalies during assembly: photograph the anomaly before completing assembly, then contact Customer Service to check how to proceed.

- Always keep the original packaging at least until assembly is complete. In the event of replacement or return, the original packaging must be reused.

- Complaints reported in this way must then be confirmed within 48 H in case of marbles, glasses and ceramics and 7 calendar days for other products with:

- a letter addressed to the courier (whose address is indicated on the accompanying document) with the request to open a damage file

- an e-mail notification to [email protected] attaching together photos of the products and packaging and the order number.

Any report received after the above terms will not be taken into consideration for reimbursement.

In case of damaged packages or materials, never refuse the goods but accept signing with “goods unchecked” as per the following paragraph divided by courier or our insurance won't be valid.

Instructions valid for GLS courier

Always accept the goods signing “unchecked” even in the case of undamaged parcels.

Any refund for hidden damage, so without any recognised damage to the packaging as mentioned above, will be assessed following the photos received on [email protected] as without them it is very rare and almost impossible for the goods inside the packaging to be damaged.

Instructions valid for couriers DHL / SDA / ARCESE/ FERCAM / GAC / CD TRANSPORT/ RINALDI / DACHSER / ALBINI E PITIGLIANI

Check the external condition of the parcels: if the packages have even the slightest dents, such as a torn or wet corner of the box, it is compulsory to always accept the goods and sign with specific reservations as indicated below:

- Always accept writing the conditions of the parcel : torn - dented - wet - damaged - open or for suspicious internal noises

A general signature with “good unchecked” is not valid.

Any reimbursement for hidden damage, so without any recognised damage to the packaging as mentioned above, will be assessed following the photos received on [email protected] as without them it is very rare and almost impossible for the goods inside the packaging to be damaged.

Instructions valid for TRAMO courier service

Always open packages in front of the forwarding agent to check their integrity. If the forwarding agent does not want to wait, please refuse the goods by writing on the document or on the pad "cannot open the package in the presence of the carrier because he does not want to wait".

In the event of damage, so the material opened in front of the forwarding agent, accept the goods by writing: "material damaged and checked after unloading".

Instructions valid if you choose delivery to the floor and/or assembly

In the case of delivery to the floor only

Check the external condition of the packages: if the packages have even the slightest dents such as a torn or wet corner of the box, it is compulsory to always accept the goods and sign indicating the condition of the the parcels as indicated below:

- Accept writing the conditions of the parcel : torn - dented - wet - damaged - open or for suspicious internal noises

A general signature with “good unchecked” is not valid.

Any reimbursement for hidden damage, so without any recognised damage to the packaging as mentioned above, will be assessed following the photos received on [email protected] as without them it is very rare and almost impossible for goods inside the packaging to be damaged.

- Check unpacking operations.

In case of delivery to the floor and assembly

- Check unpacking operations.
As above and in case of damage to the material, it is necessary to photograph the affected part in detail before proceeding with any unpacking and assembly.

Rejection of the order is not accepted even in the case of damaged goods. The fitter must however carry out the service if possible, if the damage is not structural but merely cosmetic.

GENERAL INSTRUCTIONS

The procedures described here do not in any way intend to limit the warranty rights recognised to consumers by the Consumer Code (and explained in point 11), but only to create a common basis for offering each customer the best possible assistance.

We remind you that the replacement time is equal to the days it takes to prepare the article.

If the purchase is made with cash on delivery, the product, even if damaged, must still be acceptee and paid to the courier. This option is valid only in Italy. It will then be the task of M&L Design to assess the damage and carry out the above-mentioned practices in order to make the replacement. In case of rejection of the order, the costs of storage and return will be charged to the customer.

In the case of purchase with Paypal, if the goods arrive damaged, it will not be possible to open any claim or dispute on this method of payment, as it is the task of M&L Design to check the above-mentioned indications and to carry out the replacement under warranty in the same or similar times as the time of preparation of the order. If the claim file is opened during the operations of control and reordering of the material, the order of the damaged part will be blocked until the dispute is unblocked and the time will start from the closure of the dispute. These options will allow M&L Design to recover the above-mentioned sum through legal means, charging the costs to the customer, and only after the closure of the case will the order be released for the replacement of the material under warranty (if and only if the above-mentioned rules of goods receipt have been respected).

The latter (paypal) is also valid on shipments declared damaged directly by the courier with undelivered goods to benefit the customer in the disposal of the material. 

It will be up to the customer to dispose of the damaged material only after notification by M&L Design.