Damages & Defects

We operate on a 98.4% clean delivery rate. Unfortunately, we can't avoid some damages due to mishandling of goods in transit. We take photos of all deliveries to ensure the condition they arrive is what we expect, and we're here to help resolve any problems quickly.

What to Expect

How we handle damage depends on the extent of the issue

Minor Damage (1 Board)

Sometimes a single board may arrive with slight damage. To prevent waste, we may suggest using this as a cutting board — all flooring projects require boards to be cut to size. This avoids unnecessary delays and waste.

Multiple Damaged Boards

If multiple boards are damaged, we will always refund you for the affected boards. We just need clear photo evidence of each damaged board to process this.

Larger Damages

For larger-scale damage, we will replace the affected products free of charge provided it is reported within the correct window and we receive clear photo evidence of all damaged boards.

How Damage Claims Work

Three simple steps to resolve delivery damages

01

Report the Damage

Submit a damage claim form with your order details and clear photos of all damaged boards within 3 days of delivery.

02

Review & Assessment

Our team will review your claim and assess the damage. We may contact you for additional information or photos.

03

Resolution

Depending on the extent of the damage, we will arrange a refund for damaged boards or a free replacement.

Claim Policy

3-Day Reporting Window

All delivery damages must be reported within 3 days of receiving your order to be eligible for a refund or replacement.

Clear Photo Evidence Required

We must have clear photos of all damaged boards. Without photo evidence we cannot process your claim.

Free Replacements

Larger damages reported within the correct window will be replaced free of charge. We aim to resolve claims as quickly as possible.

Replacement Packs

Please be aware that replacement packs, if unused, cannot be returned.

Need to Report Damage?

Submit a damage claim online with photos and your order details. Our team will review your claim and get back to you as soon as possible.

Submit a Damage Claim

Important Notes

Fitter Scheduling

We are not liable for any fitters booked within a short timeframe after delivery. We recommend allowing adequate time between delivery and installation to inspect your order.

Delivery Feedback

If you have any feedback regarding the delivery company's service, please include it in your claim notes. This allows us to raise a formal complaint with the third-party delivery company on your behalf.