Complaints
Thank you for your trust and for making purchases through our platform. We feel honored for choosing our wholesaler!
We are obliged to accompany you throughout the entire process, from the moment of presenting an individual offer tailored to your needs, until the delivery of the purchased products.
However, if a situation occurs in which the purchased goods do not meet your expectations, e.g. there is damage to both the packaging and the product itself, or the product has manufacturing defects, please follow the instructions below:
Transport damage
Please always check the goods before accepting them from the carrier.
file a complaintTaking into account that when submitting a complaint, the time of reporting is important, first of all, please contact your Sales Representative or Customer Service Department urgently so that we can advise you on the initial complaint procedure.
It is crucial to verify the delivered goods in the presence of the courier. Check whether the packaging/pallet containing your order has any signs of damage. If you have any doubts about receiving your order, call us – and we will help you go through the product verification procedure together.
Remember, if the order is received by responsible third parties, please inform us so that the condition of the shipment is verified in the presence of the courier.
If you notice damage or missing items in your order, please immediately report your reservations to the courier and write down a damage report in the presence of the driver. Take into account all damage, because it is very important and increases the possibility of receiving a positive complaint.
Prepare photographic documentation.
In a situation where orders are delivered by dedicated transport, the shipment may be refused and a damage report must be prepared and information confirming damage to the goods must be included on the consignment note/CMR document.
There are situations when damage cannot be noticed during delivery because it is not visible at first glance and requires unpacking.
In the event of the above-mentioned event, you should immediately send a report on the same day by completing the complaint form. Remember that any additional information included will help us deal with your report more efficiently. Remember to notify the courier to return to the unloading site to write down the necessary damage report so that we can start the complaint procedure.
Goods inconsistent with the order
If the goods have not arrived to you or are inconsistent with the order
File a complaintTaking into account that when submitting a complaint, the time of reporting is important, first of all, please contact your Sales Representative or Customer Service Department urgently so that we can advise you on the initial complaint procedure.
It is crucial to verify the delivered goods in the presence of the courier. Check whether the goods match your order. If you have any doubts about receiving your order, call us – and we will help you go through the product verification procedure together.
Remember, if the order is received by responsible third parties, inform them that the compliance of the shipment will be verified in the presence of the courier.
If you notice any discrepancies or omissions in the order, you should immediately report your reservations to the courier and prepare a damage report in the presence of the driver. Take into account all discrepancies, because this is very important and increases the possibility of receiving a positive complaint.
Prepare photographic documentation.
There are situations when we are unable to notice any discrepancies during delivery because they are not visible at first glance and require unpacking.
In the above-mentioned event, you must immediately send a report of non-conformity of the goods by completing the complaint form on the same day. Remember that each required and additional information included in it will help us deal with your application more efficiently. Remember to notify the courier to return to the unloading place to write down the necessary damage report so that we can start the complaint procedure.
How can we help?
Do you have questions or problems with filing a complaint? We are here to help you! Regardless of the problem you encounter – transport damage, missing parts or other discrepancies – contact our Order Fulfillment Department. We will deal with your complaint and try to find a quick and effective solution. Your comfort and satisfaction are the most important to us.
Contact with the Order Fulfillment Department:
File a complaint
You have 5 calendar days from the date of receipt of the goods to report any discrepancies between the received goods and the order placed or to make a complaint about goods damaged during transport. Submitting an application does not mean that the complaint will be positively considered.
Remember about the required attachments that are necessary to determine the validity of the application.
After reviewing the submitted complaint, we will contact you as soon as possible. If you need to contact our Partners, the waiting time may be extended, which we will inform you about in an e-mail.
If you have additional questions related to your complaint, please send an e-mail to contact@ecoabm.com. Please include in the subject of the message: Complaint and invoice number.
We kindly ask you not to return the complained goods without first contacting the Customer Service Department.