We advise all customers to check your goods thoroughly, immediately upon delivery, or where this is not possible, up to a maximum of 72 hours after the delivery is completed. If upon receiving your delivery you find any missing or damaged goods, please notify the team immediately on 01656 745959, or using the form below, so we can resolve the issue in a timely fashion.
For Timber goods, A duty of care is required by yourself following delivery. Timber is prone to twisting, splitting, checking and various other undesirable characteristics if not stored or handled correctly. Due to this, Timber is treated as a perishable item, and the duty of care passes onto you following a successful delivery.
We will always attempt to resolve any issues in a professional manner, but we ask that everyone please inspect their delivery at their earliest convenience (up a maximum of 3 days), as failure to report any issues can result in a long delay whilst we attempt to investigate the issue. Goods damaged after delivery by poor storage or mishandling might result in a rejected return or replacement request. If at all possible, we recommend photographing any damage the best you can, as this may be requested by the team. We understand that photographing some damage can be difficult, but even a bad photo is better than no photo.
For non-timber goods, damaged or missing items need to be reported as soon as possible. We offer a range of delivery options and each delivery option may have a different time frame for reporting depending on the service selected. Where no notification period is identified, this will default to a maximum of 3 days to notify us of any defects or damages. Claims raised outside of this period may result in a failed claim.
If the delivery driver is still present at the delivery address, damaged goods may immediately be returned to the delivery vehicle. These items will be treated as a rejected items, and can be credited or replaced in line with our standard procedures.