Damage Reporting & Curbside Delivery Claims

Damage Reporting & Curbside Delivery Claims

All HamamDecor orders are inspected and documented prior to shipment. Pre-shipment photographs and/or videos may be retained as part of the order record.

For curbside deliveries, the carrier’s service ends at the designated curbside delivery point. Unpacking, uncrating, moving the item indoors, lifting, carrying, assembly, installation, and final placement are not included in curbside delivery and are the customer’s responsibility.

Inspection and Damage Reporting Procedure

Customers must inspect the shipment at the time of delivery and follow the applicable procedure below.

Step 1 — If the Crate or Packaging Shows Visible Damage

Before moving or opening the crate, inspect the exterior packaging at the exact location where the carrier delivered it.

If the crate or packaging shows any visible signs of damage, including impact, puncture, crushing, broken panels, significant dents, or other evidence of mishandling:

• Do not move the crate from the delivery location before documenting its condition.

• Take clear photographs and, where possible, video of all sides of the crate or packaging.

• Photograph any specific areas showing impact, puncture, crushing, or other visible damage.

• If the carrier is still present, note the visible damage on the delivery receipt or other delivery documentation where possible.

• Open the crate carefully and document the uncrating process.

• Photograph the item while it is still inside the opened crate before removing or moving it.

• If damage to the product is discovered, stop handling the item and photograph the damage immediately in its original position.

The damaged item should not be moved, dragged, lifted, carried indoors, assembled, installed, or otherwise handled until its condition has been fully documented.

Step 2 — If the Crate or Packaging Shows No Visible Damage

If the exterior of the crate or packaging appears intact upon delivery, we strongly recommend photographing the crate before opening it and documenting the uncrating process, particularly for large natural stone tabletops and other heavy stone pieces.

The crate should be opened carefully and in accordance with any handling or unpacking instructions provided by HamamDecor.

Upon opening:

• Inspect the item before moving it away from the crate or original unpacking location.

• Where possible, photograph the item while it is still inside the opened crate.

• Inspect all accessible surfaces, edges, corners, and other areas for cracks, breaks, chips, or other damage.

• If any damage is discovered, stop handling the item immediately.

• Photograph and/or record the damage before the item is moved, carried, dragged, assembled, installed, or otherwise handled.

If the packaging shows no visible external damage but damage is discovered after opening, photographs or video showing the uncrating process and the condition of the item immediately upon opening are particularly important in determining whether the damage occurred before or after delivery.

Damage Reporting Requirements

Any damage must be reported to HamamDecor within 48 hours of delivery.

The customer should retain the original crate and all packaging materials until HamamDecor has completed its initial review or confirms that they may be discarded.

Reporting damage within 48 hours does not, by itself, establish that the damage occurred during transportation or before delivery.

For curbside deliveries, HamamDecor cannot observe or control the unpacking, lifting, movement, assembly, or installation of the product after the carrier completes delivery. For this reason, documentation showing the condition of the shipment before and during unpacking is important when evaluating a transit damage claim.

Damage Reported After the Item Has Been Moved

If an item has already been removed from its packaging, moved from the delivery location, carried indoors, dragged, assembled, installed, or otherwise handled before the reported damage is documented, HamamDecor may require additional evidence to determine whether the damage was present at the time of delivery.

Photographs taken only after the item has been moved, assembled, or installed may not, on their own, be sufficient to establish that the damage occurred during transit.

Review of Damage Claims

Damage claims are evaluated based on all reasonably available evidence, which may include:

• HamamDecor’s pre-shipment inspection photographs and videos;

• Packing and loading documentation;

• Carrier and delivery records;

• Photographs or videos of the crate or packaging upon delivery;

• Documentation of any visible exterior damage to the crate;

• Uncrating photographs or videos;

• Photographs showing the item’s condition immediately after opening and before movement;

• The nature, location, and characteristics of the reported damage; and

• Any handling, movement, assembly, or installation that occurred after curbside delivery.

Where the available documentation establishes that the damage was present upon delivery, HamamDecor will review the claim in accordance with the applicable order terms and determine the appropriate next step.

Damage resulting from unpacking, lifting, dragging, carrying, moving, assembly, installation, storage, misuse, failure to follow provided handling instructions, or other post-delivery handling is not considered transit damage and is not the responsibility of HamamDecor.

If the available evidence does not establish when or how the damage occurred, HamamDecor reserves the right to evaluate the claim based on the totality of the available documentation before determining whether a remedy is applicable.

Submission of a damage claim does not automatically entitle the customer to a refund, replacement, repair, or other specific remedy. Any applicable remedy will be determined after the claim has been reviewed.