DEFECT & CLAIM FILING RULES
PRODUCT QUALITY AND DAMAGE IN TRANSIT
• Per ICC Regulations, ownership of the product transfers to the customer (owner) upon the freight carrier taking possession of the order for transport. Therefore, responsibility for damage occurring in transit is the owner's and all claims for freight damage must be made within 48 hours of receipt. If claims are not made within 48 hours, the insurance claim will be null and void. To this end, be sure and inspect your pieces promptly, as no exceptions are made.
• Products are inspected by the manufacturer prior to release to ensure that the order is in good condition, complete and ready for shipment.
• The carrier is responsible for a complete inspection of product at the point of origin. Any damage must be noted on the BOL. The signed BOL is confirmation by the carrier that they have accepted responsibility for delivering the product in the condition in which it was received. Inspection of boxed or crated product is limited to the exterior of the package. Exceptions must be noted and package opened at once if condition of the carton/crate appears compromised.
• When a damage or quality discrepancy is found, photos should be taken of the product fault. Photos of the packaging may be as important as the item itself in resolving a possible freight claim.
ALL PRODUCT CLAIMS SHOULD BE REPORTED DIRECTLY TO DEMORAIS INTERNATIONAL, WITHIN 48 HOURS of RECEIVING THE PRODUCT. YOU SHOULD IMMEDIATELY PHONE: 703.369.3326. You will then be given directives on how/where to send the proper documentation.
***PROPER DOCUMENTATION INCLUDES: Photos of the Damaged Packaging, Photos of the Damaged Product(s), and Detailed Description of the Incurred Damage. This will ensure a more timely resolution.