What should I do if my product is delivered damaged?

When receiving your shipment, check the package for dents, tears, moisture, signs of opening or impact damage.

If there is visible damage to the package, ask the carrier to prepare a Damage Assessment Report before confirming receipt. Take photographs of the package and shipping label, decline delivery and return the damaged shipment to the carrier together with the report.

Even if the outer packaging appears undamaged, open the package in the presence of the carrier whenever possible and inspect the products. If you discover any damage, ask the carrier to prepare a Damage Assessment Report.

If you notice the damage after delivery, do not use the product. Retain the product box, packaging and shipping label, and contact DUNA Customer Service as soon as possible with your order number and photographs showing the damage.

A Damage Assessment Report helps us process your request more quickly. Claims concerning damage discovered after delivery will be assessed based on the information and documents provided, and you will be informed about the appropriate return or replacement procedure.

For returns resulting from the selection of an incorrect product or a change in requirements, you must contact DUNA Customer Service before sending the product and submit a return request.

For reseller and corporate purchases: Return requests arising from an incorrect order, a change in requirements or a change in the reseller’s customer requirements, where DUNA is not at fault, will be considered if submitted within 15 days of delivery. The return shipping cost is borne by the buyer.

Returned products must be unused, complete, undamaged and in a condition suitable for resale. They must be sent with all accessories, user manuals and other accompanying components, where applicable. For reseller and corporate returns, the product’s original packaging must also be undamaged.

Before sending your faulty product, please contact DUNA Customer Service to open a service request and obtain the relevant shipping instructions. Securely package the product together with the order or invoice details, a brief note describing the fault and your contact information, and send it to our company via DHL eCommerce.

Products within the warranty period: The product will be inspected by our technical service team, and you will be informed about the nature of the fault. Faults determined to have resulted from manufacturing or material defects will be repaired free of charge. If repair is not possible or the relevant conditions are met, you will be informed about replacement or any other applicable options. Consumers’ statutory rights regarding defective goods remain unaffected.

Products outside the warranty period: Following the technical inspection, you will be informed about the nature of the fault, the required work and the repair cost. No chargeable repair work will begin without your approval. Once your approval has been received, the necessary work will be completed and the product will be returned to you.

For products sold by DUNA with warranty coverage, the commercial warranty period is at least two years, unless a longer period is specified for the relevant product. All Evolution machines are covered by a three-year warranty. Longer warranty periods may apply to certain products and hand-tool categories.

The warranty period begins on the date the product is delivered. Where a longer or product-specific warranty period is stated on the product page or in the warranty certificate, the relevant period and conditions will apply.

The warranty covers manufacturing, material and workmanship defects arising under normal conditions of use. Faults reported under warranty are inspected by an authorised service provider or technical department. Repair, replacement or return procedures are carried out according to the inspection result and the applicable warranty conditions.

Faults resulting from use contrary to the instructions; improper installation, maintenance or storage; unauthorised intervention or repair; impact, dropping, breakage or overloading; exposure to liquids contrary to the product’s intended use; and normal wear or consumable parts may be excluded from warranty coverage. Whether a fault was caused by any of these circumstances is determined through technical inspection.

To enable us to assess your warranty claim, please provide the invoice, order number or another document showing that the product was sold by DUNA. Please also include the product model and code, serial number where applicable, a description of the fault and, if possible, photographs of the product.

Before sending the product, please contact DUNA Customer Service to obtain service approval and shipping instructions. Shipping costs may be charged to the sender if the product is sent using a method other than the one previously specified by DUNA.

Mandatory rights arising under applicable legislation remain unaffected.