Damage Claims Procedure & Shipping Damage

Have you found damage to your newly delivered wheel(s)? We ask you to provide the following high-quality photos (sharp and well lit):

1. Photos of the damage (2 to 5 photos)

• Take 2 to 5 photos that clearly show the damage and/or defect on the wheel.
• Ensure sufficient lighting and photograph the defect from multiple angles (both close-up and from a little further away).

2. Photos of the packaging materials (Minimum of 2 photos)

• At least 2 photos clearly showing the packaging materials, including the specific protective materials inside the box.
• A clear photo of the cardboard box in which the wheel was delivered. If there is visible damage or dents on the outside of the box, we kindly ask you to photograph this specifically.

3. Identification details (2 photos)

• 1 photo of the sticker with the wheel information, which the manufacturer has affixed to the box (this shows the ET value, size and colour codes).
• 1 photo of the shipping label (the DPD/GLS address label) that is stuck on the packaging.

Have you found damage to styling parts (such as Maxton Design body kits), suspension or other accessories? We ask you to provide the following high-quality photos:

1. Photos of the damage (2 to 5 photos)

• Take 2 to 5 photos that clearly show the break, scratch or defect on the product.
• Ensure sufficient lighting and show the defect from multiple angles.

2. Photos of the packaging materials (Minimum of 2 photos)

• At least 2 photos clearly showing the condition of the packaging materials.
• This includes the outer packaging (box), bubble wrap, void fill and/or other protective material. These photos are required by the insurer to demonstrate whether the packaging material has been damaged by the courier.

3. Identification details (2 photos)

• 1 photo of the product sticker with the article number that is stuck on the item or bag. (Note: With Maxton Design this is a special sticker with 'RR Wheels' and/or 'Wheels and Customs' on it).
• 1 photo of the shipping label (the address label) that is stuck on the outer packaging.

As soon as we have received your e-mail containing all required photos in good order (do not forget to include a brief description and the date of receipt in your e-mail), we will immediately start the following procedure:

1. Case creation: We will submit a formal damage claim on your behalf to the respective manufacturer and/or external delivery service.
2. Investigation: The manufacturer and/or delivery service will use your photo material to investigate the cause and location of the transport damage.
3. Processing time: By law, manufacturers and courier services have at least 14 days to assess a damage claim internally. We kindly ask for your patience and understanding.
4. Follow-up: We actively monitor your claim. As soon as we receive a final response or solution, we will inform you immediately.

Primary liability for transport damage lies with the courier service. Depending on the outcome of the investigation we can offer the following solutions: shipping a replacement product free of charge, issuing a credit note, or refunding the purchase amount. We will, of course, always handle your case with the highest priority!