Instructions at delivery
The furniture we offer is a complex product to both manufacture and transport, which is why it requires dedicated services to maintain a high-quality standard. We support every customer by providing a set of guidelines designed to protect their purchase during the delivery phase, along with after-sales assistance ready to address any potential issues.
The following guidelines enable our customer service to offer full assistance and replacements free of charge. If these guidelines are not followed, we may be forced to charge the customer for any repairs or product replacements.
1. Check the number of packages
Ensure that the number of packages delivered matches the quantity stated on the delivery note. If there are missing packages, please write "Missing packages" on the delivery slip provided by the courier.
2. Check the external condition of the packages
Most of our products are packaged with bubble wrap, protective foam corners, and thick cardboard. If any packages appear damaged (even slightly), you must report the issue on the courier’s delivery document (CMR). It is essential to specify the type of damage using phrases such as "Torn packaging / Punctured packaging / Dented packaging / Crushed or bent packaging / Wet packaging." General comments such as "Subject to inspection" are not accepted. Damage must be noted on the courier’s CMR in the copy returned to the courier. Please refer to this sample CMR form showing how to correctly report damages.
3. Photographic documentation
It is mandatory to take photos of the external condition and all sides of the packages if any packaging shows visible damage.
4. Opening packages
Carefully open the packages, especially when using cutters or sharp tools. Cuts caused by these tools are one of the main sources of product damage and, as they are clearly identifiable, they are not covered under warranty.
5. Check the products
If a product shows any damage, take detailed photos of the affected area before discarding the packaging or assembling the item. Please retain the original packaging until assembly is completed or before using the furniture. In the event of a replacement, the original packaging must be reused.
6. Reporting timeframe
Any issues regarding the condition of the products must be reported within 24 hours of delivery. To do so, please send the relevant documentation to our Customer Service team at assistenza@toparredi.com
Examples of damaged packages to report on the carrier's CMR
Warning
If the packaging appears altered at the time of delivery, the driver may open the packages to verify the integrity of the product. Any anomalies or defects must be noted on the driver's delivery slip (CMR). It is recommended to return damaged packages to the courier to facilitate the replacement of the product.
The products we offer are usually bulky and heavy, so we recommend handling them with extreme care and seeking assistance from others during movement.
Our sales process is very direct, with products shipped directly from the manufacturer. To ensure maximum protection for the customer, any issues must be reported within 24 hours from delivery. This allows us to correctly assign responsibility for any damage—whether due to production, transportation, or handling and assembly at the customer’s premises. The time limit specified by the Consumer Code for “hidden defects” remains valid, and during the warranty period the customer has 2 months from discovery of the defect to report it to the seller. In the event of a return, the original packaging must be used; if unavailable, we may be forced to request a contribution for new packaging.