Receiving (damaged) goods from Solis

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Receiving of Solis Products

If you have received goods via Solis, please follow these steps:
 

1.          Check the package for any damages and let the delivery company add them to the delivery receipt before signing it

2.          Take clear photos of the damaged packaging.

3.          Unpack product and check for damages and take clear photos
4.          If no damages can be seen, enjoy your product

4.          If damages can be seen on the product, please reply to the delivery notification email from Solis 

5.          Add the photos of the damaged packaging, product and delivery receipt as attachments 

5.          Thank you for your cooperation.

• Solis ensures that the goods are properly packaged and labeled to withstand transportation.
• The carrier is responsible for transporting the goods safely to the destination. If damage occurs due to carrier negligence, the carrier is liable.
• The receiver must report any damages directly on the delivery receipt before signing and report to Solis within 24 hours.

Process for Damaged Goods

Step 1: Receiving the Shipment

• Receive the Shipment:
• Inspection: Upon receiving the shipment, inspect the packaging and contents immediately for any visible damage.
• Documentation: Record any damages* on the delivery receipt and take photos if necessary.
  *Damage: Visible signs of damage on the outer packaging (e.g., dents, tears, or punctures).
  
  

Step 2: Documenting the Condition Before Unpacking

• Take Photos of the Unopened Box:
• Before opening the box, take clear photos of all sides of the unopened package.
• These photos will serve as evidence of the initial condition.
• Inspect the Box for External Damage:
• Carefully examine the box for any visible signs of damage.
• Document any issues, such as crushed corners or broken seals.

Step 3: Unpacking the Goods

• Open the Box:
• Open the packaging carefully, avoiding any damage to the contents.
• Take additional photos of the opened box, showing the interior packaging.
• Inspect the Contents:
• Remove the product(s) from the box.
• Inspect each item for visible damage, scratches, or defects.
• Document any issues with individual products.

Step 4: Reporting the Damage

• Contact your Solis contact:
• Report: Immediately notify Solis of the damage immediately by replying to the delivery notification email, providing all necessary documentation and photos.
• Provide them with the following information:
  -Order number
  -Tracking number
  -Description of the damage
  -Photos of the damaged packaging and products

Step 5: Follow Up

• Cooperate with any additional requests from the shipping company or Solis
• Solis and the carrier will investigate the claim to determine liability.
• When Solis or the carrier is liable, Solis will arrange for a replacement.

Step 6: Retain Evidence

• Keep All Packaging Materials:
• Retain the original packaging, including the box, bubble wrap, and any other protective materials.
• The shipping company may need to inspect these materials.
• Record Details:
• Maintain a record of all communication with the shipping company.
• Note dates, names of representatives, and reference numbers.