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What to do if your CommBox product arrives damaged or incorrect

Learn how to report a damaged or incorrect CommBox product so it can be replaced or repaired quickly.

Applies To
Applies to: All CommBox products – Interactive Displays, Commercial Displays, LED, Accessories, and Karter AV Furniture

Step 1

Check the product and packaging immediately upon delivery.

  • If the packaging is visibly damaged, note this with the delivery driver before signing.

  • Take clear photos of the damage to both the product and the packaging.

📸 Photos help speed up the claims process.

Step 2

Report delivery damage to your reseller straight away.

  • Contact your reseller with:

    • The delivery date

    • Product details (model and serial number)

    • A copy of your purchase invoice

    • Photos of the damage

💡 Tip: Claims for products damaged in transit must be submitted quickly. 

Step 3

If you suspect a fault, create a support ticket.

  • Go to CommBox Support Portal and log a case.

  • Provide your:

    • Proof of purchase from an authorised CommBox reseller

    • Serial number (found on the product or invoice)

    • Description of the issue or incorrect item

    • Photos or supporting documents

🛠️ All warranty requests are first assessed remotely. Ensure the screen is powered and accessible for troubleshooting.

Step 4

If you received the wrong product, contact your reseller immediately.

  • Let your reseller know:

    • What you ordered vs what was delivered

    • The product’s serial number (if available)

    • Include any photos that show the incorrect item

    • Provide your original order or invoice for reference

📦 Your reseller will coordinate with CommBox and the Distributor to resolve the issue quickly—whether it’s an exchange or re-shipment.

Troubleshooting / What to Do If It Doesn’t Work

  • If your warranty is ‘Back to Base’ or ‘Swap’:

    • CommBox will authorise a return.

    • You must ship the product (freight prepaid) with proper return labels.

    • The return authorisation must be clearly displayed or the delivery may be refusedCommBox Warranty Statem….

  • If your warranty is ‘Onsite’:

    • CommBox will organise a technician to visit after remote diagnosis is complete.

🔁 Warranty terms vary by product and region. Confirm your coverage with your reseller or via the Support Portal.