What should I do if I receive a package with missing parts, deformation, or damage?
If you receive a package with missing parts, deformation, or visible damage, please report the issue within 24 hours of delivery. The faster you report, the faster we can resolve it.
Step-by-Step Claim Process:
Step 1 — Document Immediately:
Take clear photos of the outer packaging from all sides showing any visible damage. Also photograph the product damage or deformation in detail. Count and list any missing parts against your packing list. Do not discard any packaging materials until the claim is fully resolved, as they may be needed for carrier investigation.
Step 2 — Submit Within 24 Hours:
Send all photos and a written description of the issue to our support team. Include your order number, product SKU, affected quantity, and a clear description of what is damaged, deformed, or missing. Submit via:/contact-us.htm
Step 3 — Receive Assessment:
Our team reviews your claim within 4 hours for urgent cases or 24 hours for standard claims. We classify the issue into one of four categories: manufacturing defect, transit damage, incomplete shipment, or surface-level cosmetic damage.
Step 4 — Get Resolution:
Based on the assessment, we provide one of the following resolutions:
— Manufacturing defect: Free replacement unit shipped within 30 business days, assessment completed within 48 hours
— Missing parts: Replacement parts shipped within 30 business days
— Surface scratches or minor cosmetic issues: Touch-up kit provided or partial refund processed within 72 hours
Important Notes:
— Claims must be filed within 24 hours of delivery receipt. Late claims may result in limited resolution options.
— Retain all original packaging until the claim is fully resolved. The carrier may request an inspection.
— Under EXW (Ex Works) terms, AEONTI is not responsible for damage caused by logistics carriers. Under FOB (Free on Board) terms, we provide carrier claim assistance.
— For SEA (Standard Examination Authority) cargo inspections, please notify our team before the inspection date.
Preventive Tips for Large Orders:
— Inspect shipments upon arrival before signing delivery receipts.
— Note any visible packaging damage on the delivery receipt before accepting.
— Take photos of the pallet condition and packaging before unloading.