Missing, Damaged & Incorrect Items

If something isn’t right with your delivery, we’re here to help. Here’s what to do.

Missing items

If any items are missing from your delivery, please let us know within 48 hours of delivery.

We may ask for:

  • Photos of the delivered items
  • A copy of the delivery note or Proof of Delivery
  • Confirmation of whether shortages were noted at delivery

We’ll investigate with the supplier and arrange a replacement or refund where appropriate.

Claims raised outside the 48-hour window may be rejected.

Damaged items

If items arrive damaged, please report this within 48 hours of delivery and provide clear photos showing:

  • The damage
  • The affected items
  • Packaging where relevant

Depending on the situation, we may offer:

  • A replacement
  • A partial refund if the items are usable
  • A full refund for the damaged items, with collection arranged if required

Incorrect items

If you receive an incorrect product, please report it within 48 hours of delivery.

We’ll normally arrange collection of the incorrect items and either:

  • Deliver the correct products, or
  • Issue a refund if you prefer and stock allows

If incorrect items are used or installed, this may limit return or refund options.

How to report an issue

Contact us as soon as possible:

Have your order number and photos ready to help us resolve the issue quickly.

Prevention: Check before signing

The best way to avoid issues is to check your delivery carefully before signing the Proof of Delivery.

Before signing:

  • Check all items have arrived
  • Check the products are correct
  • Check for visible damage or defects
  • Record any issues on the Proof of Delivery

By signing without notes, you’re confirming the delivery is complete and in good condition. This helps us resolve any issues that do arise much more quickly.

For more information, see our Proof of Delivery and Acceptance Policy.

Questions?

If you’re not sure whether something qualifies as damaged or if you need help with a claim, get in touch. We’re here to make sure you get what you ordered, in good condition.

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