DAMAGES AND FAULTS
Whilst it is rare, unfortunately damages to products can occur during the delivery process of an order. Any product damages must be reported to us within 72 hours of the delivery or collection of the order, and failure to do so may result in the claim being rejected.
When taking the delivery of an order, if you notice any of the outer packaging has been damaged in any way then please sign for the delivery as either damaged or unchecked.
If you open or remove any of the packaging and discover damage to the item(s) that you have received then please follow the below steps to report this to us –
1. Take some pictures of the damaged areas of the product(s) that you have received, along with the packaging that these have been received in.
2. Send the pictures to our Customer Support Team on email@example.com along with your order reference and the name and address that the order was placed under.
3. Our Customer Support Team will respond to you shortly with the outcome of your damage claim, and if accepted we will provide further details on how we intend to bring the case to a resolution.
In most cases we resolve damaged products with replacement parts, however if this is not possible then we would supply a brand new product and advise on what should be done with the damaged product.
Whilst it is rare, unfortunately situations can arise which are beyond our control. We do not recommend that you do not dispose of your any existing items until you have received your new products and they have been checked for damage.
If an item that you have received from us develops a fault within 14 days of the delivery or collection date then please email our Customer Support Team at firstname.lastname@example.org with an explanation of the fault along with pictures that may aid us in understanding the fault. We would usually resolve faulty products with replacement parts, however if this is not possible then we would supply a brand new item and advise on what should be done with the faulty product.
If an item develops a fault after 14 days following delivery or collection, and where the manufacturer has provided a helpline, repair service or warranty, we would advise that you contact the manufacturer direct.