Incident management

Steps for Incident Management

To report an incident, whether due to problems with the invoice or irregularities in the delivery of an order (such as open boxes, differences in the number of units, incorrect prices, missing packages according to the carrier's delivery note, or damaged orders), the customer must:

1. Send an email to incidencias@vinitrading.es .

2. In the email, clearly indicate whether the incident is related to:

• Billing (errors in amounts, prices, etc.).
• Order delivery (damaged boxes, missing products, difference in quantities, etc.).

If the goods have arrived in poor condition, with open packaging or defective products, it is essential that you indicate this on the delivery note from the transport agency at the time of receipt.

Deadlines for Reporting Incidents

The maximum time to report any incident from receipt and acceptance of the order is 5 to 7 working days . It is strongly recommended that the customer checks the merchandise upon receipt to ensure that the units and condition of the product are correct.

Incidents in the shortest possible time: The sooner the incident is reported, the faster and more efficiently we can resolve it, especially in cases related to the transport agency.

After this 7-day period, the products will be considered compliant and accepted by the customer, with no possibility of claiming irregularities.

Important

The communication of an incident does not justify the delay or suspension of payment of invoices, unless said incident has been previously confirmed and accepted by Vini Trading.

By following these steps and deadlines, we guarantee an efficient solution to any inconvenience related to billing or product delivery.