Package damaged on receipt

Your parcel has been delivered and you notice that it is damaged. The box is deformed, punctured or seems to have been damaged.

In this case, whether the delivery is to a relay point or a home delivery service, you must open the parcel in front of the shopkeeper/delivery person. If you notice the slightest damage, you must make a note of it on the delivery note before signing it. Don't hesitate to take photos to keep proof.

Then contact our customer service department by telephone using our contact form, and we will help you to replace the damaged product(s),

If the entire contents of your parcel are damaged, you must refuse the parcel.

FAQs From Same Category

Checking your Star Water Filter® package

When you receive your parcel, start by checking that you have all the items corresponding to your order by consulting the delivery note inside the parcel. If you forget or make a mistake, contact us immediately by telephone or via the contact form so that we can check and correct the problem as soon as possible.

Your parcel always contains a delivery note and an invoice.

Assembly, start-up, maintenance instructions and advice on using your Star Water Filter® water filtration system are available on our website.

I have found a damaged product in my parcel

When it leaves our warehouse, your parcel has left in perfect condition, but when you open it you notice that one item is damaged.

Despite all the care and precautions we take when preparing your parcel, you may find that an item is damaged when you open it.

Don't worry, we'll help you resolve the problem. In this case, please contact our customer service department by telephone or via our contact form, specifying the problem and enclosing a photo.

We are here to help you and we will resolve your problem as quickly as possible.

Please note: if you notice that the parcel itself is damaged and that the problem therefore stems from transport, you must make reservations as indicated in our delivery conditions. If no reservations are made, we will have no recourse against the carrier and will not be held liable.

For further information, please also refer to the section on damaged packages on receipt.

Read the assembly instructions carefully

DO NOT ATTEMPT TO INSTALL YOUR SYSTEM WITHOUT FIRST READING THE FOLLOWING RECOMMENDATIONS.

Installation, start-up, maintenance and operating instructions for your Star Water Filter® water filtration system are available on our website. They are essential for correctly assembling and commissioning your system. They also contain valuable information on the care and maintenance of your water filter.

Fitting your system and putting it into service without familiarising yourself with the information contained in these instructions may cause damage that will be detrimental to the smooth operation of your filtration system.

If you have any problems understanding or need advice, please do not hesitate to contact us by telephone or via our contact form. We will be delighted to help you.