Transport of fragile goods
The goods are packed with regard to their fragility and character. Each consignment leaves the warehouse of GASTRO HOLDING CANDOLA s.r.o. in 100% perfect condition. This document describes the recommended procedure for accepting a consignment and serves to facilitate the resolution of any damage that may occur during transport. The instructions provided do not limit the buyer’s statutory rights and take into account the different transfer of risk of damage for consumers (B2C) and business customers (B2B).
B2C (consumer) – a natural person purchasing outside the scope of their business activity.
B2B (business customer) – a person purchasing within the scope of business, a company, organisation or sole trader.
Inspection of the consignment upon receipt
Upon receipt of the consignment, the buyer is entitled to check its condition. We recommend carrying out the inspection in the presence of the driver, particularly:
- the visual condition of the packaging, tapes and protective films,
- undamaged corners, edges and surfaces of the parcel,
- the absence of deformities, punctures or other visible damage,
- verification of the number of parcels or pallets according to the delivery note.
If visible damage or incompleteness of the consignment is identified, we recommend recording a specific reservation on the delivery note (e.g. “packaging damaged”, “consignment incomplete”, “packaging deformation”). Stating a reservation significantly facilitates subsequent damage resolution with the carrier.
B2C – consumer: stating a reservation upon receipt is not a condition for making a claim. The consumer has the right to claim even without a reservation.
B2B – business customer: stating a reservation is very important. For standard delivery arranged by the e‑shop, the risk of damage passes to the buyer at the moment the parcel is delivered. If the business customer arranges their own transport, the risk of damage passes once the parcel has been handed over to the carrier.
Damage report and photographic documentation
If the situation allows, we recommend completing a damage report with the driver and taking photographic documentation of the damaged packaging and contents. The photographs should capture the condition of the consignment at the time of receipt.
This procedure is useful for both B2C and B2B, but for business customers it is crucial for resolving damage with the carrier.
Hidden defects
If the buyer discovers damage that could not have been detected upon receipt (a so‑called hidden defect), we recommend:
- informing the sender – GASTRO HOLDING CANDOLA – as soon as possible after discovering the defect,
- sending photographic documentation and a description of the identified damage.
This procedure facilitates the processing of a claim. The exercise of rights arising from defective performance is governed by the Civil Code and the seller’s complaints policy.
B2C – consumer: the consumer may claim a hidden defect at any time within the statutory period.
B2B – business customer: the business customer should report a hidden defect without undue delay to enable effective resolution of any damage with the carrier.
Pallet consignments
When receiving a pallet consignment, we recommend:
- checking the integrity of the pallet packaging,
- verifying the number of items according to the delivery note,
- recording a reservation on the delivery note in case of damage,
- taking photographic documentation,
- informing the sender at info@candola.cz.
If the stretch wrap is undamaged but the goods inside are damaged, we recommend stating the reservation: “damaged under stretch wrap”.
Important notice
by signing the delivery note, the buyer confirms receipt of the consignment. Stating a reservation upon receipt facilitates subsequent claim resolution with the carrier.
This document does not limit the buyer’s statutory rights, does not transfer responsibility for transport to the customer and is of an informative nature. The differing transfer of risk of damage for B2C and B2B is governed by the Terms and Conditions.
Processing a claim
The company GASTRO HOLDING CANDOLA s.r.o. will provide the buyer with assistance in resolving a claim concerning a damaged consignment. Timely reporting of damage and providing photographic documentation significantly facilitates claim processing with the carrier.
Please send all enquiries regarding transport to info@candola.cz or call +420 283 853 242.