Damaged or missing goods
We make every effort to ensure that your order is received in pristine condition. We ship products in a method suitable to the product to make sure they are not damaged during delivery and have strict warehouse processes to ensure that all items have been dispatched. However, from time to time items may still be damaged during transit or be found to be missing from the delivery.
Provided you notify us within 5 working days of delivery of any damaged or missing goods then we will arrange for a replacement or refund for you. In light of this it is important that you adhere to the following steps when receiving an order:
– All damaged or missing products must be reported to us within 5 working days.
– When signing for your order please check the outer packaging of your order for any signs of damage. If you suspect any damage then please sign the courier’s paperwork stating this or alternately refuse delivery if appropriate.
– Once you have received your order, please carefully check (without ripping or damaging the packaging) that everything is as it should be. If you do find any products to be damaged then please contact us within 5 working days.
– If possible, please email us photos of the damage you have found to help us see the problem.
– Once we have heard from you we will set about processing either a replacement or refund for you.
We have chosen to work with the manufacturers that we use to minimize the risk of faults but unfortunately they can still occur. If you suspect that your products has developed a fault, and then please contact us and we will advise on the steps to take. It might be that we put you in direct contact with the manufacturer so that their technical department can help diagnose and fix the fault – we have found that many faults can be fixed from speaking to technical departments without any spare parts or product replacements being sent out and this is obviously beneficial to everyone involved. If your product does have a fault and it is within the manufacturer’s warranty period then we will assist in any way that we can to provide you with necessary support.