Why are photos needed when reporting damage?

At Celtic WebMerchant, photos are an essential part of the damage reporting process for the following reasons:

• Determining the cause: Without clear photos of both the outer packaging and the product itself, we cannot determine whether the damage occurred during transport or if it is a manufacturing defect.
• Assessment of the claim: We always decide based on photos of the unchanged situation whether a product will be resent or if a (partial) refund will follow.
• Proof for the delivery service: We need photos of the box to successfully claim the damage from the delivery service.
• Distinction between damage and finish: Photos help us assess whether it is actual damage (such as a break) or acceptable features of a handmade product, such as slight rust, forging marks, or variations in the wood structure.
• Recognition for free return: Damage is only recognized by us if there is sufficient evidence. Only with a recognized damage claim do we pay the return costs or provide a return label.

Important: Always ensure you take photos of the outside of the box (especially in case of visible damage) and of the specific damage to the product itself.