Protected delivery

Racks and pallets sometimes have a rough journey. If that happens, we send replacements as a priority, without waiting for the carrier.

In short: when your order arrives

  1. Check before you sign. With the driver present, check the number of parcels and the condition of each parcel or of the pallet.
  2. Write your reservations yourself. It is up to the recipient to note them on the delivery note (or the driver's device): the driver cannot do it for you.
  3. Be specific. “Subject to unpacking” or “packaging in poor condition” do not count as reservations. Describe the damage, for example: “2 of 5 parcels damaged, box torn open, upright bent”.
  4. Send us the evidence within 48 hours to [email protected]: a photo of the delivery note with your reservations and photos of the damage. We then send replacements as a priority, at our expense.
  5. Signed without reservations? Still write to us within 3 days of delivery. Your request is handled after an investigation with the carrier, without the priority handling of Protected Delivery.

These checks are your responsibility. If you sign without checking or without reservations, you bear the consequences: no priority replacement, and only a written claim within 3 days, handled after an investigation with the carrier. Without reservations on the delivery note, the carrier generally refuses any compensation, and handling your request may take much longer. Business customers: without reservations, replacement and reshipping costs remain your responsibility.

1. Principle

If your parcel or pallet arrives damaged, Uni Strength replaces the damaged products or parts as a priority, at its own expense, without waiting for the carrier's investigation to be completed, provided that the damage has been reported according to the procedure below.

2. On delivery, before signing

  • Check the number of parcels and the condition of each parcel or of the pallet in the presence of the driver, before signing the delivery note.
  • If there is any damage, write specific, detailed reservations on the delivery note (or on the driver's handheld terminal), stating the number of parcels concerned and the exact nature of the damage found (box punctured, crushed or wet, pallet wrap torn, part bent or broken, parcel missing).
  • General remarks such as "subject to unpacking" or "packaging in poor condition" do not count as reservations.
  • If the damage is extensive or irreparable, you may refuse the delivery, stating the reason for refusal on the delivery note, provided that you take photos showing the damage before the driver leaves and send them to [email protected] within 48 hours. Without photos, a refused delivery is not covered under Protected Delivery.
  • Keep a copy or a photo of the signed delivery note showing your reservations.

3. Within 48 hours of delivery

Send the following to [email protected], with your order number.

  • A photo of the delivery note showing your reservations.
  • Photos of the parcels or pallet before opening, showing the damage and the carrier's label.
  • Photos of the damaged products or parts after unpacking.

4. What we cover

  • Uni Strength ships the replacement products or parts as a priority, at its own expense, as soon as a complete claim is received.
  • The damaged products or parts are kept by the customer until Uni Strength gives instructions. Where a return is requested, it is arranged and paid for by Uni Strength.
  • Uni Strength handles the claim with the carrier.

5. Without reservations or a complete claim

Protected Delivery does not apply. Without written reservations on the delivery note, a claim can still be made in writing, to [email protected], within three (3) days of delivery, in accordance with the General Terms of Sale. It is then handled within the usual time frames, after the case has been investigated with the carrier.

6. General provisions

  • Unless otherwise stated, this commitment does not apply to business orders, public procurement contracts, negotiated quotes or orders placed outside the unistrength.fr website.
  • All requests must be sent by email to [email protected] and must include the order number. An incomplete request is put on hold until the missing information is received, within the time limits set out above.
  • This commercial commitment is in addition to the General Terms of Sale and to the customer's statutory rights, and does not restrict them.
  • Uni Strength reserves the right to modify or suspend this commitment at any time; orders placed before the change remain governed by the terms in force on the date of the order.
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