Shipping Insurance

If products are damaged or destroyed in transit, you receive a replacement as soon as the damaged parcel reaches us — no waiting for the courier company's claim process to be completed.

• Return shipping paid in full by Filtro
• Replacement dispatched as soon as we receive the parcel
• No claims file to track

The courier is liable. But not for everything.

Shipping companies are required to deliver goods undamaged, but their liability is capped by international conventions. In practice, they don't cover situations such as the destruction of a shipment due to a natural disaster — and where they do cover losses, processing a claim can take several weeks. Shipping insurance removes that waiting period from the equation.

Covered situations

• Transit damage — products arrive dented, cracked, or non-functional due to handling during delivery.
• Total loss of shipment — the shipment is lost or completely destroyed before reaching the recipient.

From the moment of loading to delivery

The insurance covers damage or destruction of products throughout the entire transit period. Here is exactly where coverage begins and ends.

1. Coverage start — loading of the shipment. At the moment the parcel is loaded onto the means of transport specified in the contract.
2. In transit — the actual transportation. If the shipment is split into multiple parcels, coverage applies separately to each part.
3. Coverage end — delivery of the goods. Upon unloading and handover to the recipient or to a person authorised by them.

Personal collection? If you pick up products from a collection point of the seller or courier, the moment of delivery is considered to be when the recipient collects the goods — that is where the coverage window closes.

How to activate the service

1. Choose the service. At checkout, tick Parcel Insurance in your shopping cart.
2. Activate via payment. The service is activated immediately after payment. The cart total automatically increases by the value of the insurance.
3. Use it when needed. Send an email to contact@filtro.ro and attach the invoice showing the purchased service.

What happens after you notify us

1. Send us the report and photos. Report the damage and attach photo documentation of the damaged products. Photos are mandatory — they replace an on-site inspection.
2. We arrange the return courier. Filtro schedules the collection and return of the damaged parcel. All shipping costs are covered entirely by us.
3. You receive the replacement. As soon as the parcel reaches us, we dispatch the replacement product. If it is out of stock, we offer you an equivalent alternative or a voucher.

Reporting deadline: you have 3 days from receipt of the goods to report a damaged parcel. We do recommend writing to us within the first 24 hours — the sooner the report reaches us, the sooner the replacement is on its way to you.

How it works in practice

Example 1: Filtration system, 2,000 lei

• You purchase a filtration system worth 2,000 lei.
• You also add the Shipment Insurance service to your cart.
• In transit, the parcel is struck and the system sustains damage.
• Result: as soon as the damaged product reaches us, we dispatch the new part or system, without waiting for the claim to be finalised. If the product is out of stock, you receive a voucher for a new purchase.

Example 2: Consumables set, 300 lei

• You purchase a consumables set worth 300 lei.
• You also add the Shipment Insurance service to your cart.
• A cartridge breaks in transit, and the cause is clearly carrier mishandling.
• Result: you don't wait for the claims process. As soon as the parcel reaches us, we send the new part — or a voucher, if the original model is no longer available.

Service terms and conditions

• Validity. A claim may only be made for the goods listed on the invoice that also includes the shipping insurance service.
• No extension. The service cannot be applied to products on other invoices, to other shipments, or retroactively.
• Photo documentation. The report must be accompanied by photographs of the damaged products.
• Service fee. The amount paid for the shipping insurance is non-refundable in the event of withdrawal from the contract.
• Contact channel. Claims must be sent to contact@filtro.ro.

Frequently asked questions

Already have a damaged parcel?

Write to us, attach the invoice and photos of the products. We will arrange the parcel collection and send the replacement as quickly as possible.

Send your report to contact@filtro.ro