CLAIMS POLICY
IMPORTANT INFORMATION ABOUT RECEIVED GOODS
When you receive goods from ROOM2PLAY you are responsible for making sure that the delivery is according to the invoice/delivery note. Any deviations must be informed to ROOM2PLAY within 5 working days after receipt.
Please note that the total number of colli is labeled on the outside of each package. In case of missing collies or damaged boxes you must accept with reservations and immediately let ROOM2PLAY know about the case. and take photos if possible!
ROOM2PLAY will then get in contact with the freight company and make sure acompensation will be made. If you do not accept with reservation when receiving the goods neither ROOM2PLAY nor the freight company can be held responsible for the damages or missing collies.
PROCEDURE OF CLAIMS (FAULTY PRODUCTS)
At ROOM2PLAY, we are proud of our very low complaint rate on the products we sell.
We aim to handle your claims as quickly and efficiently as possible, for both you and your customer:
The B2B warranty covers manufacturing errors and missing parts for 12 months, if advertised within reasonable time.
WHEN CLAIMING
If you, as a retailer, wish to claim a faulty product, ROOM2PLAY must be informed about below details as soon as possible via email:
• Product number and product name
• Description of the error
• Photo of the faulty product
NOTE: Any issues or questions about product safety, please call us immediately on phone +45 7020 8856
WHY WOULD ROOM2PLAY NEED THE ABOVE INFORMATION?
1.) In many cases we have a replacement part in our spare parts warehouse, hence we can help you quickly by sending a new part - this is good service towards your customer!
2.) In other cases, we credit or exchange the product immediately and it is not necessary for your customer to return the faulty product - thus saving you money on return shipping!
3.) Sometimes, we will ask for the product to be returned to ROOM2PLAY and we will send you an RMA number and order GLS to pick up the product. We do this if the manufacturer has requested a return or if we want to examine the product for quality assurance etc.
4.) The safety of children always comes first! It is very rarely seen, that the thoroughly tested products from our assortment has a defect, which could pose a potential risk. We kindly ask for your fast notification about any faulty product, so we can estimate if any actions should be taken. At the slightest suspicion about safety, we will contact the manufacture immediately with photo documentation and a description of the defect, so the product or the production batch can be examined.
Please do NOT write or draw on returned products or product boxes. It is a good idea using a Post-It or attach a print of the email correspondence with the customer or ROOM2PLAY.
In order to deal with your claims as quickly and efficiently as possible, we will ask that claims are handled on an ongoing basis and NOT kept over time, as we cannot subsequently approve claims if, e.g. a spare part could have been sent to your customer.
DURING AND AFTER CHRISTMAS SALES
The above procedure should always be followed, even during and after the Christmas sales.
ROOM2PLAY will prioritize the handling of claims from Christmas, as the quantity of faulty products after Christmas is somewhat higher than usual.
If ROOM2PLAY has requested the products to be returned, they can be gathered during January for 1-2 weeks at a time BY AGREEMENT. Hence, you do not have to spend time packing a lot of individual returns, but can collect them in larger batches, thus saving some time.
