How we deal with damage

For starters, let's say that every claim is bespoke. After making a claim, we will keep in touch with you to resolve it properly. We adhere to the rules and legislation regarding damages. We think it is important that you know what you are entitled to as a customer.

It is also important to know that damage is always assessed per damaged package. We do not look at the entire shipment or pallet. Damage is always compensated per damaged kilogramme.

Packaging requirements

The goods should be presented transport worthy. This will vary from product to product, but in practice it means that the goods must be properly packed and protected. Think about a suitable goods carrier (right size pallet) so goods do not stick out, corner protectors, good sturdy cartons and properly sealed products. In short: make sure your product is well protected ready for transport.

National transport

For transport that does not cross the border (loading and unloading in the Netherlands), we follow the AVC conditions. We compensate damage up to a maximum of 3.40 euros per kilogramme. The transport price is always due, even if something is not delivered at all or is damaged.

International transport

In international transport, the maximum liability is indexed daily, this amount is around 10 euros per damaged kilogram. This transport falls under the mandatory CMR Convention. You can find more information on this in our general terms and conditions.

Under CMR, you are entitled to compensation for the transport costs for the delivery of the damaged part. In practical terms, this means: suppose that 10 per cent of your shipment has unfortunately been damaged, you will get a 10 per cent deduction on the transport costs. Furthermore, it is good to know that it is to your advantage to handle the damage yourself with your customer. If the customer refuses to accept the damaged items upon delivery, you may receive an invoice for the return costs. We understand that this is not desirable. We therefore always ask your customer to accept the goods and consult with you about how to proceed.

Insurance

We often run up against the expectation that damages are compensated one-to-one. But it is good to realise that this is not always the case. Should you ship goods that represent a higher value than mentioned above, it may be wise to take out your own goods insurance.

How does it work?

If you want to hold the carrier liable and claim damages, we need a number of things to assess the claim, this will speed up the turnaround time of the claims process.

1. The damage amount
2. The weight of the damaged goods
3. Commercial invoice (to substantiate the claim)
4. Photos of the shipment and/or pallet and the specific damage
5. Copy of the CMR/POD

Submitting a claim is done through our site. Without filling in this claim form, we cannot process the claim.

We would like to ask you not to send us a claim invoice yet. Our claims department will assess the claimed claim amount. Together, we will then come up with one correct claim invoice. This way, we avoid ambiguity and extra work on both sides.

Quality is our top priority and our entire team is always committed to getting your shipment to its destination as well and as quickly as possible. But if things do go wrong, we hope this has given you clear information. Of course, our Customer Service team is always ready to answer your questions on these and other matters and help you with your claim settlement. Feel free to call us on +31 314 368 535.