Every Korflame shipment is packed for export transport. If something still arrives damaged or missing, the steps below make sure it is put right quickly.
1. When the goods arrive
- Check the number of packages and their condition before signing the delivery note or CMR.
- If packaging is damaged, write it on the delivery note or CMR (for example “received with reservations: pallet 2 crushed”) and ask the driver to sign it.
- Photograph the damaged packaging, labels and goods before unpacking further.
Without a remark on the delivery document, the carrier and insurer usually reject the claim.
2. Tell us in time
- Visible damage or missing packages: within 48 hours of delivery.
- Damage found only after unpacking (concealed damage) or missing items inside a package: within 7 days of delivery.
Email export@korflameglobal.com with the order number, the delivery document with any remarks, and photos of the packaging, labels and damage.
Keep the goods and packaging until the claim is settled, and do not install a damaged product.
3. How it is settled
Who carries the transport risk depends on the Incoterm agreed in your order confirmation.
- Korflame arranged the transport and insurance (for example CIF, CIP, DAP, DDP): we replace or repair the damaged products and parts at no cost to you, and handle the claim with the carrier and insurer ourselves.
- You arranged the transport (for example EXW, FCA, FOB): the risk passed to you when the goods were handed over, so the claim is made against your carrier or insurer. We provide the commercial invoice, packing list and any documents they need, and supply replacement parts at cost price, with priority.
Where damage is caused by our packing rather than the transport, we replace the goods at no cost whatever the Incoterm.
4. Glass and spare parts
Glass panels and the most common parts are kept in stock so replacements can be sent by courier without waiting for the next full shipment.