CARONYX Group — Legal & Policies

Damage & Claims Policy

Effective: August 1, 2026  |  Updated: August 1, 2026

1. Inspection and Safety

Inspect items and accessible areas when reasonably possible and promptly identify visible concerns. If there is an urgent safety risk, protect people first, obtain emergency or qualified repair assistance when necessary, and take reasonable steps to prevent additional loss.

2. Submit a Written Claim

Email [email protected] and include:

• Name, telephone, email, service date, addresses, and confirmation or invoice number.
• Description of each affected item or area and when the issue was discovered.
• Clear full-view and close-up photos or video, including packaging and labels.
• Pre-service photos or condition records when available.
• Receipt, model, approximate age, original cost, and repair or replacement information.
• Repair estimates or professional assessments when requested.

3. Timing

Please notify CARONYX as soon as reasonably possible so evidence can be preserved and further damage prevented.

4. Investigation

CARONYX may review records, messages, photos, vehicle information, and personnel statements; request missing information or inspection; consult insurers, repairers, manufacturers, or claims professionals; and issue a repair offer, payment offer, other lawful resolution, or written denial. Submission does not itself establish responsibility.

5. Preserve Evidence

Do not repair, alter, sell, discard, or replace an affected item before a reasonable opportunity for inspection, unless safety or additional damage requires immediate action. Keep receipts, photos, damaged parts, and mitigation records.

6. Existing and Inherent Conditions

Responsibility may be affected by pre-existing damage, wear, hidden defects, internal failure, manufacturer defect, age, particleboard or pressboard construction, veneer, stone, glass, prior repairs, instability, deterioration, customer packing, or customer-directed handling after a safety warning. These factors do not excuse negligent handling or override applicable law.

7. Customer-Packed Items

The customer is responsible for adequate packing unless packing service was included. Responsibility depends on the cause, external evidence, governing agreement, and law.

8. High-Value Items

Customers must disclose antiques, artwork, collectibles, designer goods, fragile stone or glass, instruments, and unusually valuable or irreplaceable property. Special packing, valuation, documentation, or coverage may be required. Cash, jewelry, negotiable instruments, passports, and original legal documents should remain with the customer.

9. Remedy and Value

Where CARONYX is responsible, the remedy may depend on repairability, actual value, depreciation, age, condition, selected valuation protection, salvage value, insurance, and law. A reasonable repair may be appropriate when it restores the item. Duplicate recovery is not permitted.

10. Real Property

For walls, floors, doors, railings, elevators, landscaping, driveways, or other property, provide wide and close-up photos, exact location, building contact information, pre-existing-condition evidence if available, and estimates from appropriately qualified providers.

11. Third-Party Purchases

CARONYX is not the seller or manufacturer of marketplace, store, or warehouse items. Product quality, missing manufacturer parts, authenticity, warranty, undisclosed seller damage, or incorrect merchandise generally remain seller issues unless evidence shows loss occurred during CARONYX’s custody.

12. Fraud and Disputes

Claims involving material misrepresentation, altered evidence, fabricated receipts, duplicate recovery, or intentional damage may be denied and referred for investigation. A customer who disagrees may provide additional evidence, request reconsideration, contact an insurer or regulator, or pursue any lawful remedy.