Damaged, Faulty Or Incorrect Items

Where we believe an item was damaged before it was despatched by you, was damaged by the courier in transit to the customer, was delivered incomplete, or is otherwise faulty/defective, you’ll be given a 2 day notice period to resolve the issue.

If no resolution is offered, or if we believe a customer has not been dealt with correctly, we may offer the customer up to 100% of the total value of the goods and charge this to you. Alternatively, you may be required to action the return of the item(s) and issue the customer a full refund or replacement - you are liable to cover the cost of these goods and the associated shipping fee.

To protect yourself and us from revenue loss, our preference is that as few of your items are returned as possible, and where an issue is identified, an alternative solution should be offered to the customer in the first instance and where possible. An example would be to offer to replace damaged parts of a product. We aim to be entirely fair when using the claims process and will only raise Claims where necessary. We will make judgements based on the information available to us, including information and photographs provided to us by the customer.

Where possible, we will attempt to notify you within 14 days of the delivery date if an item has been damaged in transit. This is to allow you to claim compensation from your courier. This may not always be possible and depends on the customer notifying us within this period.