Transport of fragile goods
Rules for complaints about damaged or incomplete shipments from GASTRO HOLDING CANDOLA sent by DPD, GLS or truck transport.
Dear customers, we greatly value our business partnership and we assure you that we are always ready to defend primarily your interests, but also ours, and therefore we would like to remind you of the prescribed procedures for dealing with possible complaints about shipments that are damaged or incomplete. By following these procedures, you will ensure a problem-free recognition of your complaint and its speedy resolution. On the contrary, if these procedures are not followed, it is quite likely that the claim will not be recognized, as the shipments leave GASTRO HOLDING CANDOLA in 100% good condition, which we can always prove.
The most important factor is the correct identification of the carrier that transports the shipment to you, as the procedures for receiving and subsequent claims for the shipment are derived from this. The easiest way to find out is by looking at the logo of the name of the transport company on the transport label on the shipment, which also shows the shipment number - this is the company DPD, GLS. In the case of cargo or truck transport, the driver will hand over the documents to you together with the goods.
Fundamentally general rule: All shipments that are delivered to the customer must be thoroughly inspected and checked from all sides in the presence of the driver, from the point of view of intactness and unglued packaging, damage and loosening of protective plastic films, uncut original tapes and manufacturer's stickers, non-violation of protective company tape GASTRO HOLDING CANDOLA, possibly their subsequent pasting with another transparent tape.
It is also very important to check the condition of the shipment, whether there are any deformations, punctures or other damages on the packaging. Great attention must also be paid to checking the completeness of the contents of unglued, unpacked or partially unpacked pallets and packages, according to the always attached delivery note (invoice). Adherence to this procedure during receipt is very important, as this is the only way to detect possible damage to the shipment already at the entrance and to make an immediate entry of a specific reservation in the driver's waybill.
Later complaints about visible or otherwise recognizable damage (rattling sound, etc.) of shipments are no longer accepted by the carrier! It is also necessary to carefully check whether the number (pieces) of delivered packages or pallets and their washing numbers agree with the number of written pieces and shipment numbers on the transporter's waybill. When receiving shipments from the driver, it is always necessary to confirm only the actual number of shipments delivered.
Complaint procedure for DPD, GLS shipments:
If a defect, damage, or incompleteness of the shipment is detected during acceptance, it is necessary to write a damage report with the driver immediately on the spot (the driver is required to have it with him), which is signed by both parties and the recipient keeps a copy of it with him. If the driver does not have a ZOŠ, put a specific reservation in writing (describe exactly what is being advertised) in the driver's waybill – as a reservation (e.g. shipment incomplete, packaging deformation, damaged, package unpacked, packaging broken, glass rattles, etc.). If even that is not possible, contact us immediately by phone at the number +420 283 853 242. In addition, photo documentation of the damaged or incomplete shipment or the product you discover is damaged is required. Then notify the sender of the damage – GASTRO HOLDING CANDOLA by email: info@candola.cz. Send a copy of the damage report and photo documentation to this contact.
If the recipient additionally discovers a so-called hidden defect on the shipment, or visually unrecognizable damage that could not be detected immediately upon delivery of the shipment, the recipient shall contact the sender in writing no later than 24 hours after delivery of the shipment or the DPD carrier within 48 hours at the above contacts in order to ensured the additional writing of the claim report with the DPD, GLS driver, which must be signed by both parties. Later complaints caused by transport will not be taken into account!
Complaints procedure for shipments transported by truck or freight transport.
If a defect, damage or incompleteness of the shipment is detected during acceptance, it is necessary to immediately put a specific reservation in writing on the spot (describe exactly what is being advertised) in the driver's waybill – as a reservation (e.g. shipment incomplete - list of missing goods, deformation of packaging, damaged-not for sale, the pallet is unpacked, the packaging is broken, the glass rattles, etc.) Nowhere else, or on anything else, is the damage written! If it is technically possible, the recipient will secure a copy of the driver's waybill, in which a specific reservation is written - a description of the damage to the shipment. In addition, photo documentation of the damaged or incomplete shipment, or of the product that you discover is damaged, is required. Then inform the sender – GASTRO HOLDING CANDOLA about the damage by email: info@candola.cz. This email address is being protected from spambots. You must have JavaScript enabled to view it, or fax +420 283 853 242. Send a copy of the damage report and photo documentation to this contact. If the recipient discovers a so-called hidden defect on the shipment, which could not be detected when the shipment was delivered, the recipient immediately contacts the sender at the same contacts listed above to ensure that the damage is registered.
If the shipment consists of pallet(s), it is the customer's duty to unpack this pallet in the presence of the driver, check it and write down any damage or missing goods in the shipping document. In the event that the foil is undamaged at first glance and there are damaged goods under it (flexible packaging can appear undamaged, it has a reversible effect), use the form of writing "damaged under flexible packaging". The driver is obliged to wait until the customer checks the entire shipment and confirms its acceptance with his signature according to the attached delivery note or invoice.
Attention: When writing reservations, always describe the specific condition of the item or the specific mechanism of damage and do not be influenced by the driver which write down the description of the item's condition, or even distort it. Also, avoid writing contradictory statements such as: the packaging is intact - the goods are totally damaged, etc. Remember that if you confirm receipt of the shipment with a signature and a stamp without a written reservation, you confirm to the carrier that the delivered shipment is complete, visibly undamaged!
Additional claims for visible damage or incompleteness of the shipment (subsequently) are then no longer possible!!!
WITHOUT A WRITTEN ENTRY OF THE RESERVATION IN THE DRIVER'S SHIPPING NOTE, DAMAGE COMPENSATION CANNOT BE CLAIMED WITH THE TRANSPORTATION SERVICE FOR DAMAGED SHIPMENTS!
Our company GASTRO HOLDING CANDOLA carries out all further procedures for claiming damages with the carrier itself. Failure to comply with the above-described complaint procedure for a delivered damaged shipment exposes the recipient to the risk of non-recognition of any complaint.
The company GASTRO HOLDING CANDOLA s.r.o. is not responsible for any damages incurred in the event of non-compliance with the above-mentioned procedures and instructions and reserves the right to charge you for the incurred costs and damages related to this.
Please send all your comments, suggestions, problems and complaints related to the above mentioned transport companies or their services to email: info@candola.cz. This email address is being protected from spambots. To view it, you must have JavaScript enabled or, if necessary, call the phone +420 283 853 242.
The entire complaint issue, including attachments and carrier contacts, can be found on our website www.candola.cz and www.ancap.cz in section Terms and conditions.