TOUT INCLUS 2024 ENG - CHALON MACON - Flipbook - Page 37
INSURANCE TERMS
AND CONDITIONS
THE CARRIER HAS LOST A/SEVERAL PARCEL(S)
Reporting deadline :
From the moment the parcel is handled by the carrier, you should warn us if the parcel is not scanned during 3 consecutive working
days on the carrier’s website (USA : deadline extended to 15 days).
We will put in a claim with the carrier to locate the lost parcel (we usually have a reply within 8 working days). Before embarking on
possible refund procedures, we must wait for the confirmation of loss from the carrier.
Refunding conditions :
You have subscribed our insurance : Once we have received confirmation of loss from the carrier, we will organise a new identical
shipment at our expense or refund the damaged bottles.
You have not subscribed our insurance : We will open a claim towards the carrier, and, depending on their conclusion, we will reimburse
you the amount allocated by the carrier (see the T&C of the carrier used). We usually receive the investigation conclusion within 2
months from the opening claim.
SOME BOTTLES ARRIVED BROKEN :
Reporting deadline :
In case of breakage, you must report the damage within 5 working days from the delivery date. After this period, the request for
reimbursement will not be reviewed by our insurance and no refund can be established.
Please provide us with :
•
•
•
•
A photo showing the bottles damaged, inside the original box, with all original protection material
A photo of the packing material used inside the box
A close-up photo of the shipping label on the damaged package showing the tracking number (please zoom in enough as to read
the tracking number, which usually begins by «1Z»)
A photo of the bottles received to enable us to register on the inventory the broken bottles (comparing this to information
supplied on the commercial invoice initially provided).
Refunding conditions :
You have subscribed our insurance : Once we have received all the requested documents above and we have identified the damaged
bottles, we will organise a new shipment (same bottles as the broken ones) at our expense, or refund the damaged bottles. Our
insurance does not cover stained or torn labels.
You have not subscribed our insurance : We will open a claim towards the carrier, and, depending on their conclusion, we will reimburse
you the amount allocated by the carrier (see T&C of the carrier used). We usually receive the investigation conclusion within 2 months
from the opening claim.
HOT WEATHER DAMAGES :
Does not apply if the recipient has signed a «Temperature warning» release form to ask for shipment of his wines during
seasonal heat waves.
The only refund that can be granted regards bottles with traces of wine dripping from the outside or corks coming out of the
bottlenecks. Without these significant marks, no refund will be granted (see above conditions for opening a broken bottle claim).
WAX CAPSULE DAMAGES :
If you subscribed to our insurance, and, despite our efforts, the wax seals arrive damaged, a refund of 20% of the bottle value will be
granted (see above conditions for opening the claim).
If you didn’t subscribe to our insurance, no refund will be granted (not considered as damaged by the carriers).
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