Damaged Items & Non-Delivery
All product deliveries include insurance coverage for damage caused in transit or lost items.
All orders are Authority to Leave (ATL) unless specified to prior to shipment of your order. An Authority to Leave (ATL) is given in the event of the receiver not being able to sign for the consignment at time of delivery. This allows the transport carrier to leave your package without obtaining a signature. If the tracking or Proof of Delivery (POD) shows your item has been delivered, your package is no longer covered for Lost in Transit Insurance.
If your product is received damaged, you must contact us immediately as all insurance claims need to be submitted to our transport agents within 24 hours of receiving the goods. Failure to meet this condition may void claim to insurance.
For all claims, please email us a copy of your Purchase Invoice and clear photos of the damaged goods.
When you receive your item, you are responsible to inspect it immediately upon delivery and before first use.
It is the receiver's responsibility to check the condition of the package prior to signing the POD. Do not sign the POD if there are visible signs of damage or you think that there is a possibility of damage to the item.
Alternatively, please make note on the POD that the item has been received damaged, take photos and the drivers/couriers contact details, and contact us immediately.
Where a fault or damage is clearly visible, or the product that you have received is not as described or ordered, you are required to report it to us immediately. Do not use this product. If you report a fault that is clearly visible after using the item, we will assume the fault was caused by usage, and the warranty or claim will be void, and may also void the refund claim.
Please refer to our Repairs, Replacements, Returns & Refund Policy for further details.
If you have not received your goods within 14 days after receiving notification of a delivery tracking/CONNOTE number, please contact us by email to firstname.lastname@example.org so we can review the status with our transport agents.
Please expect delays due to COVID-19.
If a claim for non-delivery is made, we will investigate this further with our logistics agents.
If a signed Proof of Delivery (POD) has been made, this means the receiver has confirmed that the delivery has been completed successfully, without any problems and stands as proof that the shipment was delivered in good working condition and you will not be eligible for any claim on Non-Delivery.
Orders delivered to a third party, such as another courier service/company, or receiver, that has been organised by the customer, the same POD and ATL applies. The liability of the shipment will transfer from Pullen Surf Skis to the customer on POD or ATL to the third party. The third party will be responsible for checking if the shipment was completed successfully and delivered in good working condition.
All claims for damaged items or claims for lost or missing goods must be reported to Pullen Surf Skis within 7 days after the delivery day.