What should I do if my item arrives damaged?

Do this first

1. 1Stop unpacking and photograph everything.The outer carton, any crush or puncture marks, the pallet or wrapping, and the damage to the product itself.
2. 2Keep the packaging.Carrier claims are assessed on the packaging as much as the product. Once the carton is in the bin, proving transit damage becomes very hard.
3. 3Do not install it, and do not let the plumber "make it work".An installed item cannot be claimed as damaged in transit.
4. 4Report it within 48 hours of delivery.Choose "Damaged on Delivery" and upload the photos.

The photos we need

• The carton as it arrived, all sides, before opening.
• Any transit label and consignment number.
• The item in the opened carton, showing how it sat.
• The damage itself, close enough to fill the frame, with something for scale.
• A wide shot showing the whole product so the model is identifiable.

Five photos taken in two minutes settle almost every claim on the spot. A single blurry close-up usually means we have to come back and ask for more, which is what actually slows a replacement down.

What we do about it

Once the photos are in, we lodge the claim and arrange the fix — a replacement from stock where the item is available, or a refund. Where shipping insurance was selected at checkout, transit damage is covered in full; without it we still assess every report, but what the carrier accepts can limit the outcome, which is one more reason to report fast, with photos.

We usually ask you to dispose of the damaged item rather than return it — freighting a cracked basin back costs more than it is worth. Wait for us to confirm that before disposing of anything.

If you already signed for it

Signing does not waive the claim. Drivers rarely wait while you unpack a pallet, and we do not expect you to have inspected the goods at the kerb. Sign, then inspect, then report within 48 hours.

If the damage is obvious before you sign — a visibly crushed carton — noting it on the driver’s device or paperwork helps, but it is not required.