Summary: How to report a parcel or product that arrived damaged and what we need to resolve it quickly.
What to do immediately
- Do not throw away the packaging. Keep the outer box, inner packaging, and all contents.
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Take photos of:
- the shipping label
- the outer box (all sides)
- inner packaging
- the damaged product and accessories
- Do not install or hardwire a visibly damaged product. It can complicate assessment.
Contact us
Send the photos and your order number to our support team. We’ll advise the next step, which may include:
- replacement of the damaged item
- return instructions
- a carrier damage claim (if applicable)
What happens next?
Once we have the details, we’ll confirm whether we need the item returned for inspection, or if we can arrange a replacement immediately.
Still need help? Contact us with your order number and photos of the damage.