Warranty Form A
Warranty support
Item Arrived Damaged or Broken
Use this form if an item was damaged, broken or visibly defective when your parcel arrived.
We aim to respond within 24 hours
We often respond much sooner during normal working hours. Responses may take longer at weekends, on bank holidays or during particularly busy periods.
This form is for damage found on arrival
Complete this form where the item or its contents were already damaged, broken, cracked, bent or otherwise visibly defective when the parcel was opened.
Did the item fail later?
If the item failed during fitting or after it had been fitted and the vehicle was in use, please return to the warranty hub and choose the correct claim type.
Choose Another Warranty ClaimPlease do not fit, use or dispose of the item
Keep the item, all product packaging and the delivery packaging exactly as received until we have reviewed the claim. Fitting, using, altering or disposing of the item or packaging may make the cause of the damage more difficult to establish.
Information We Need
Order details
Provide your order or invoice number, delivery postcode and the email address used when placing the order.
Product details
Tell us which item is affected, including the product SKU, quantity and a clear description of the damage.
Delivery details
Explain when the parcel arrived, whether the outer packaging appeared damaged and when the problem was first noticed.
Photographs help us investigate
Please Provide Clear Photographs
Clear photographs can help us establish whether the damage occurred during manufacture, packing or delivery.
The damaged item
Include close-up photographs showing the damage clearly, together with wider photographs showing the complete item.
Product packaging
Photograph the original product box, bag or packet, including any visible damage, labels and product identification.
Outer delivery packaging
Include photographs of the outer parcel, courier label and any crushing, tearing, punctures, water damage or other visible signs of impact.
Please Describe the Damage Clearly
Do not simply write that the item is “broken”, “damaged” or “faulty”. Explain exactly what you found when the parcel was opened.
For example, tell us which part is cracked, bent, split, chipped, leaking, missing, loose or distorted, whether the item was loose inside the parcel, and whether the product packaging or outer delivery box showed signs of damage.
Keep All Packaging Until the Claim Is Resolved
- Keep the original product box, bag, packet, inserts and protective materials.
- Keep the outer delivery carton or mailing bag and the courier label.
- Do not write on, tape, label or otherwise mark the original product packaging.
- Do not return or dispose of anything until we have reviewed the claim and provided instructions.
Damage on arrival claim
Complete the Warranty Claim Form
Please check that your order details, description of the damage and photographs are complete before submitting the form.
Please wait for our instructions
Do not return the item until your claim has been reviewed and you have received the correct return instructions and reference. Unauthorised returns may be delayed.
Other Useful Pages
Use the links below for another type of warranty claim, returns information or general help.