Complaint

It is a complaint if the delivery does not match the order (e.g. wrong quantity, wrong items, packaging damaged, product defect, etc.). It is a return if the items delivered match the order but you do not need them any more.

Reasons for making a delivery complaint

• Item does not correspond to the order (wrong item delivered)
• Quantity does not correspond to the order (correct item, but wrong quantity delivered)
• Delivery not received
• Damaged (packaging or item damaged during transport)
• Express delivery too late

Reasons for making a product complaint

• Dimensional accuracy (wrong dimensions, flatness, parallelism, angularity)
• Malfunction (defect, leakage)
• Material defect (fracture, strength/hardness, pores/shrink holes/air traps/cracks)
• Incomplete (the machining has not been carried out)
• Surface/optics (corrosion, scratches/impressions, surface roughness, milled surface)

Attachments may be in png, jpg, pdf, xls, xlsx, doc, docx, msg, mp4, mov, mkv, avi, 3gp formats and are limited to 10 attachments with a maximum of 20 MB per item.

The collection date is the day that the goods are ready to be collected from your premises. The actual collection date will be specified on the return note. We cannot process returns without a return note.

Returned positions and positions under complaint are marked in the order detail page and the corresponding quantity is indicated 1. It may take a few minutes until the positions are marked accordingly.

Please make a note of any obvious defects on the delivery receipt of the forwarding agent. Complaints about hidden defects must be made in writing within 14 days of delivery and with the submission of appropriate proof, such as photographs.

If you have received the wrong items, please select these positions 1 and create a complaint by clicking the button 2.

Reason for complaint: Delivery => Item does not correspond to the order 3

If the packages do not correspond to the quantity on the delivery note or if you have received the wrong amount of one or more items, you can select the respective positions 1 and make a complaint using this button 2.

Reason for complaint: Delivery => Quantity does not correspond to the order 3

For every complaint you have the option to request a replacement order 1. ‘Replacement order’ requests will be checked internally at Meusburger. If a replacement is possible and reasonable, it will be sent. We kindly inform you that there will be costs for the replacement order if your complaint is not justified. If you do not want a replacement order, you can deselect the field.

If a complaint results in a credit note, you will receive it via email after the complaint is complete. You can download your credit note at any time in the detail view of the respective order in the ‘Documents’ tab. If you have any questions about a credit, please feel free to get in touch with your contact in the internal sales department.

In the detail view of each offer/order, you will find all related documents such as the offer, order confirmation, delivery note, invoice and credit note in the ‘Documents’ tab.

In the ‘Documents’ tab 1 you can download the credit note. To do so, select the desired document 2 and click on the ‘Download’ button 3.

If a complaint requires us to collect the items under complaint for further testing, we will arrange a collection for you and send you a return note via email. Please enclose the return note with the goods. We cannot process returns without a return note.