Damaged on Arrival (DOA)Updated 11 hours ago
If your order arrives damaged, we're here to help.
To assess any damage-on-arrival claim fairly and accurately, we first require evidence of the damage. Once we've reviewed your submission, our support team will assess the issue and, offer an appropriate resolution, that aligns with your consumer rights and with company policy.
What counts as Damaged on Arrival?
A product is considered damaged on arrival if it has been damaged during shipping or arrives with visible physical damage before it has been used.
Examples include:
- Cracked or broken components
- Punctures, dents or significant cosmetic damage
- Missing structural parts caused during transit
- Packaging that has clearly been damaged in shipping and the product is also affected
Damage resulting from use, installation, accidental handling after delivery, or normal wear is not considered damage on arrival and may instead fall under our Warranty Policy.
What we need from you
Please contact us as soon as possible after delivery and include:
- Your order number
- Minimum 3 photos: overview, close-up of damage, and packaging condition
- Minimum 5 photos: photos of outer box damage, inner packaging, damaged unit
- Photos of the shipping label
- A short video where appropriate (recommended for functional damage)
- A brief description of what you found when opening the package
The more information you provide upfront, the faster we can complete our assessment.
Freight deliveries
If your order was delivered by a freight carrier:
- Inspect the shipment before signing whenever possible.
- If you notice visible damage, note it on the delivery receipt before signing.
- Keep all original packaging until your claim has been assessed.
Noting damage at delivery helps preserve carrier claim rights, but it does not automatically determine the outcome of your claim. Claims must go through an assessment process.
Assessment process
Once we receive your evidence:
- Our support team reviews the information provided.
- If further information is required, we'll let you know.
- We'll advise you of the outcome and next steps.
Each claim is assessed individually based on the available evidence and the circumstances of the delivery.
Possible outcomes
Depending on our assessment, we may:
- Provide replacement parts
- Arrange a repair where appropriate
- Replace the affected product
- Offer another suitable resolution in line with your consumer rights and company policies
The appropriate outcome is determined after the assessment has been completed by our team.
Important Information
- Do not dispose of the packaging until we've completed our assessment.
- Do not attempt repairs before speaking with our support team.
- Claims submitted with insufficient evidence may take longer to assess.
If your product develops an issue after use, please refer to our Warranty articles instead.