Goods are shipped in the manufacturer’s original packaging and/or on pallets (when required due to the type, weight or fragility of the product).

Ownership of the products passes to the Customer upon full payment or upon delivery, whichever occurs later. The risk of loss or damage to the goods is transferred to the consumer when the consumer, or a third party designated by them and other than the carrier, takes physical possession of the goods.

For logistical reasons, the carrier used for shipment may differ from the one indicated in the order confirmation.

Shipments always include insurance against transport damage and loss. In the event of a claim, the handling of the case is carried out in accordance with the conditions and procedures of the carrier and the appointed insurance company.

Mandatory inspection upon delivery (BEFORE SIGNING)

Upon delivery, before signing, the recipient must carefully check that:

1. The number and condition of the packages correspond to the transport document (delivery note automatically sent by email at the time of shipment notification, which the recipient is required to review prior to delivery).
2. The packaging is intact and shows no crushing, tears, holes, moisture or openings.
3. The pallet is present, if the shipment was scheduled on a pallet.
4. There are no suspicious noises (if possible, gently shake the package).

If even one of these points is not compliant, never sign without a specific and detailed reservation.

Important: “subject to inspection” has no legal value

The wording “subject to inspection” is generic and has no legal or insurance validity.

A signature bearing the wording “subject to inspection” is considered by the carrier and the insurer exactly the same as a signature without any reservation.

• “Subject to inspection” means no valid reservation.
• It is considered as acceptance of the goods in good condition.
• It does not allow the opening of damage or insurance claims.

In the absence of a specific and detailed reservation, any request for refund, replacement or compensation may not be accepted, as the carrier and insurer may refuse to open a claim.

Visible damage to the packaging

If the packaging shows evident anomalies (tears, crushing, holes, opened boxes, suspicious noises, missing pallet, etc.), the recipient must choose one of the following options:

• Refuse the shipment with the reason “goods damaged”.
  This is the safest and recommended solution in the presence of visible damage.
• Accept with specific reservation, indicating “accepted with reservation” and the precise reason, for example:
  • severely crushed packaging;
  • torn or punctured packaging;
  • opened packaging;
  • missing pallet.

Without a specific reservation, it will not be possible to obtain any refund or replacement within the scope of transport damage procedures.

Non-compliant packaging / missing pallet

If the packaging is even slightly non-compliant, or if the pallet is missing when required, the goods must be accepted only with a specific reservation.

In the absence of a specific reservation, any right to refund, replacement or compensation within transport and insurance procedures may be forfeited.

Mandatory report within 24 hours

In the event of acceptance with specific reservation, a report must be sent within 24 hours to reclami@mynewtools.com.

The report must include a detailed description of the damage and photographs attached directly to the email.

External links (WhatsApp, Google Drive, WeTransfer or similar) are not accepted.

Concealed damage (intact external packaging)

If damage is discovered only after opening the package, with the external packaging intact:

• Keep all packaging, labels and the pallet (if applicable).
• Send an email within 24 hours to reclami@mynewtools.com including:
  1. complete shipment details;
  2. description of the damage;
  3. photos of the product and packaging;
  4. the statement: “the goods are available for any insurance inspection”.

Claims for concealed damage may be assessed only after acceptance of the case by the carrier, in accordance with its procedures.

Missing items

In the event of missing packages, the goods must be accepted with the wording “accepted with reservation – missing packages” clearly stated on the delivery document.

Without this wording, reports of missing goods will not be considered.

Failed delivery

Failed delivery charges may apply in the following cases:

• order cancellation after dispatch;
• incorrect or incomplete address details;
• refusal of delivery;
• absence of authorised recipient;
• unreported logistical obstacles.

After two unsuccessful delivery attempts, where applicable, the costs of outward and return shipping, storage and handling may be charged to the Customer.

Final note

Transport insurance does not replace the obligation to inspect the goods upon delivery nor the need to enter a specific and detailed reservation.

In the absence of a specific reservation, the carrier may refuse to open a damage claim and any request for refund or replacement may be rejected in accordance with the carrier’s and insurer’s procedures.