Damaged, Faulty or Missing on ArrivalUpdated 2 hours ago
If your order arrived damaged, won’t work out of the box, or something’s missing, we’ll make it right at no cost to you.
Which one applies to you?
- Damaged in transit: cracked, dented, punctured or broken components, or packaging damage that has affected the product.
- Not working on arrival: the product won’t power on or work properly the first time you set it up.
- Missing item: a component, accessory or product from your order isn’t in the delivery.
If a problem appears after you’ve been using the product normally, that’s a warranty claim. See Limited Warranty Policy.
Contact us as soon as possible
Ideally within 48 hours of delivery. Reporting quickly helps us claim from the carrier and resolve things faster. It doesn’t limit your rights. Send us:
- your order number
- photos of the outer packaging, the inner packaging, the shipping label and the damage (an overview shot and close-ups)
- a short description of what you found.
Not working on arrival? Send a short video showing:
- the serial number (for chillers)
- the product plugged into the outlet you intend to use
- what happens when you try to switch it on, including any lights, sounds or error codes
- another device (such as a lamp or phone charger) working from the same outlet, so we can rule out the power supply.
Freight deliveries
If you noticed damage at delivery and noted it on the carrier’s receipt, tell us exactly what you wrote. If you didn’t get the chance, contact us anyway. We’ll still help.
Please don’t
- throw away any packaging until we’ve finished assessing the claim,
- attempt repairs or take the product apart. This can make it harder for us to work out what went wrong.
What happens next
We’ll review what you’ve sent within 1–2 business days. For products that aren’t working, we may run a quick troubleshooting check to rule out setup or power issues. We’ll then send replacement parts, repair the product, replace it, or refund you, and confirm everything in writing. Missing items are sent out as soon as we’ve confirmed them with our warehouse.