At delivery
Check the packaging, quantity and visible condition before signing or allowing assembly. Record any issue on the delivery note and, where practical, do not accept a visibly damaged or incorrect item.
How to report a problem
Contact Diwan as soon as possible with your order number, invoice, a description of the issue, and clear photographs of the product, packaging and labels. Do not use, alter, repair, move or dispose of the item before we assess it.
Assessment and remedy
Diwan may inspect the item or ask for additional evidence. If the claim is accepted, we will arrange the appropriate remedy, normally missing parts, repair or replacement. Normal material variation, wear, misuse, unsuitable care, customer-caused damage and problems disclosed before sale are not damage claims. This policy does not limit mandatory legal rights.