Unfortunately items are occasionally damaged in transit.
If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.
If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.
The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you're happy with. For example we may arrange to:
Suggest a self repair (with an offer of compensation to you)
Offer a partial or full store credit voucher or refund
Replace the product (subject to availability)
Arrange for the product to be returned to us or our supplier
If we require you to return the product to us, we will pay the cost of the return.