All shipments sent from NENGUN are insured with the carrier for damage in transit. Upon receiving the damaged shipment you must report the damage to the carrier as soon as possible, typically within 3 days. Upon reporting the damage we recommend requesting a case or claim number or ensuring the damage is noted against the tracking number. This significantly speeds up the claim process.
Once reported to the carrier, our orders team can submit an insurance claim with the carrier for the full value of the order and shipping costs. Insurance claims typically take a number of weeks to be confirmed and approved. We can then offer a refund for the order or full replacement.
We will also require the following to submit the claim:
Photos of the damaged part
Photos of the damage to the box, packaging
Photos of the packaging, particularly bubblewrap and similar used to protect the part
Preferred compensation, refund or replacement
To start the claim process, please first submit the claim on the website under your order.