Product Damage Report Policy
This is Trade Superstore Online’s Product Damage Report Policy, outlining what to do if your goods arrive damaged.
1. Reporting Deadline – 48 Hours
All damages must be reported within 48 hours of delivery.
Any reports made after this period will be regarded as full acceptance of the goods and will invalidate any claims for shortages and/or damage.
2. What to Include in Your Report
Please email us at hello@tradesuperstoreonline.co.uk with:
- Your order number
- A clear description of the damage
- Photographs showing the issue
- Confirmation that the goods are in their original packaging and have not been installed
3. Do Not Install Damaged Goods
Once installed, items are considered accepted and cannot be returned or replaced. Please inspect all products before use.
4. Our Response Process
- Once we receive your damage report, we will review it and may request additional photos or details.
- If approved, we will arrange a free replacement and, where feasible, organise collection of the damaged item.
- For some fragile items (e.g. broken glass), collection may not be possible. In such cases, we will advise you on appropriate next steps.
5. Refunds
- Refunds are only issued if we cannot replace the item.
- Please note: All refunds will be issued in the same form of payment used for the original order.
6. Custom & Bespoke Items
Custom-made items (e.g. bespoke doors, windows, roof lanterns, and James Hardie cladding, or other) are non-returnable and non-refundable, except in the case of proven transit damage reported within the 48-hour window.
7. Packaging & Returns
Damaged goods must be kept in their original packaging and stored securely until collection (if applicable). If return is required and not arranged by us, you will be responsible for the safe return of goods.
8. Important Site Storage Disclaimer
Please note: We cannot accept responsibility for any damage reported after 48 hours, especially for goods stored or handled on building sites.
All deliveries must be inspected immediately and stored in dry, secure conditions to avoid refusal of claims.
