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# Order arrived damaged

# Order arrived damaged – what should I do?

Has your Kardena order or product been damaged during transit?

Please document the damage as soon as possible after receiving the order.

## 1. Do not dispose of the packaging immediately

Please keep the following items:

* Shipping box
* Packing material
* Product packaging
* Damaged items
* Shipping label

> ⚠️ **Important:**
> Do not dispose of the packaging until the issue has been resolved. In the case of damage during transit, photos and the packaging material may be required for further processing.

## 2. Take photos of the damage

Take photos that show as much detail as possible of:

* the outside of the shipping box
* any visible damage to the box
* the opened parcel
* the inner packaging
* the damaged product
* the shipping label

## 3. Contact Kardena support

Please then contact our support team.

When contacting us, please provide the following details:

* Order number
* Which item has been damaged
* A brief description of the damage

If possible, attach the photos directly to your message.

## Is it just the packaging that’s damaged?

If only the product packaging is slightly damaged, but the product itself is complete and in perfect condition, please let us know this as well.

## Is the smartwatch not working either?

If, in addition to visible transport damage, the smartwatch is not working properly, please also describe the fault.

> 💡 **Tip:**
> Good photos of the parcel, packaging and product enable us to assess the damage much more quickly.