Damaged on arrival
Updated 29 Jul 2026
1 min readIf an instrument arrives damaged or does not power on, report it within 48 hours of delivery. The shipment is insured, so you are not out of pocket.
Documenting the damage
Before unpacking further, photograph the outer box, the inner packaging and the instrument from several sides. Keep all packaging until the claim is closed.
Opening a claim
Open the order in My account › Orders, choose “Report a problem” and upload the photos. Our support team handles the carrier claim and agrees a replacement or refund with you, usually within five working days.
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