Frequently Asked Questions – Claims and Disputes

You must now report all disputes online for better real-time tracking and history. Access is via Menu > Disputes > Report a dispute.

Disputes can also be reported by email to sceclient@innelec.com.

Please note: No requests can be validated by telephone.

Customer Service handles:

• Delivery disputes
• Disputes over shipping costs, prices and discounts
• Requests for authorisation to return defective products or for conditional return of unsold items
• Processing of publisher compensation.
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1. Make reservations upon receipt: Reservations must be written, meaningful and complete at the time of delivery. General statements such as ‘Subject to unpacking’ have no legal value.

2. Confirm your reservations: The complaint must be confirmed by registered letter with acknowledgement of receipt sent to the carrier (with a copy to INNELEC) within 3 working days of delivery (Articles 105 and L133.3 of the French Commercial Code).

3. Submit your request online: The request must be submitted via the Innelec.com interface.

• In the event of a damaged parcel: attach one or more photos of the parcel(s) in question, including at least one clearly showing the shipping label, and send them to sceclient@innelec.com.
• In the event of missing or incorrect products: attach a photo of all sections of the packing slip included in the parcel.
  
  

​For any reported incident (lost or missing parcels), a credit note will be sent within 15 days of confirmation of the incident by our carrier, provided that the reservations have been made correctly.