Faulty, Damaged & Incorrect Items – Last updated 26.08.2026

We take great care when sourcing, packing and dispatching orders. However, if an item arrives damaged, faulty or incorrect, please contact our Customer Support Team as soon as possible so that we can investigate the issue.

Reporting an Issue

If an item arrives damaged, faulty or incorrect, please notify us within 7 days of delivery, wherever possible. This allows us to investigate the matter promptly and, where applicable, submit a claim to the courier within their required claims period.

When contacting us, please provide:

• Your order number;
• A description of the issue;
• Clear photographs of the item and the reported damage or fault;
• Clear photographs of the product packaging; and
• For transit damage, photographs of the outer shipping carton, shipping label and all internal/protective packaging.

This 7-day reporting period forms part of our claims procedure and does not affect or limit your statutory rights.

IMPORTANT – Please Retain All Packaging

If an item arrives damaged, you must retain the item and ALL packaging until we confirm that the claim has been concluded.

This includes the manufacturer’s/product packaging, outer shipping carton, shipping labels, inserts and all internal or protective packaging.

Our delivery partners may require the original shipping carton and packaging to be photographed, retained and/or made available for physical inspection as part of their investigation. Certain carriers, including FedEx, make retention of the original shipping carton and packaging a condition of considering a transit-damage claim.

Please do not dispose of any packaging after discovering damage until we have confirmed in writing that it is no longer required.

If packaging is discarded before our investigation has been completed, this may prevent us and/or the carrier from establishing how or when the damage occurred and may prevent a carrier claim from being investigated.

Where packaging or other evidence reasonably required to investigate alleged transit damage has not been retained, we reserve the right to take this into account when assessing whether there is sufficient evidence to establish that the item was damaged during transit.

Transit Damage Claims

Where an item is alleged to have been damaged during delivery, customers are required to provide reasonable assistance with our investigation and any investigation undertaken by the delivery carrier.

This may include providing photographs of the product, damage, outer shipping carton, shipping label and packaging and, where required, retaining the complete parcel for inspection or returning it to us.

Failure to provide reasonably requested evidence may affect our ability to verify how the damage occurred or pursue a claim with the carrier.

Faulty Products

Where a product is alleged to have a manufacturing defect or other fault that is not the result of transit damage, we may require the product to be returned to us for inspection before determining the appropriate remedy.

Customers may be asked to provide photographs, videos or other information reasonably necessary to demonstrate the reported problem before a return is arranged.

Where a return is required, the product should be returned complete with its original product packaging, accessories and any other components supplied with it, wherever these remain available.

Incorrect Items

If you believe you have received an incorrect product, size, shade or quantity, please contact us promptly and provide photographs of the item received together with the packing documentation where available.

Please do not use, open or dispose of the incorrectly supplied item or its packaging while we investigate the matter.

Returns and Inspection

Where we authorise the return of a faulty, damaged or incorrect item, we ask that the return be made within 7 days of the return authorisation, unless we agree otherwise.

Once received, the item may be inspected to determine the nature and cause of the reported issue.

Where an item is confirmed to be faulty, damaged in transit or incorrectly supplied, we will provide the appropriate remedy in accordance with applicable consumer legislation.

Where inspection determines that the product is not faulty, or that the issue has resulted from misuse, accidental damage after delivery, improper storage, normal wear and tear or unauthorised alteration, we reserve the right to reject the claim where permitted by law.

Your Statutory Rights

Nothing within this policy is intended to exclude, restrict or limit any rights or remedies available to consumers under the Consumer Rights Act 2015 or other applicable consumer protection legislation.

Our reporting, evidence and packaging requirements are intended to enable us to investigate claims properly and, where relevant, comply with the requirements of our delivery partners. They do not replace or override your statutory rights.