If goods arrive damaged

Damage during transit is rare, but we understand the frustration when it happens. Our team will help you resolve it fairly and quickly. All claims are handled under the RHA Conditions of Carriage 2020, which apply across UK pallet networks and set legal liability limits rather than full-value insurance.

Check Your Goods on Arrival

Inspect your pallet as soon as it arrives. Pallets pass through several handling points, so good packing and secure wrapping before transit reduce the chance of damage. If the pallet wrap or packaging is marked, check whether the goods themselves are affected.

Sometimes a pallet may be scuffed while the goods inside remain intact. If you find damage, take clear photos before moving or unpacking.

How to Report Damage

Tell us within 24 hours of delivery so we can act quickly. Under the RHA Conditions, formal written notice must be given within 7 days of delivery for loss or damage. Other types of loss must be advised within 28 days.

• Start a Live Chat or email us to request a claims form.
• The owner of the goods must complete the form - usually the sender before delivery, or the recipient afterwards.
• Please return the completed form promptly so we can begin your claim.

What Evidence Will I Need?

To assess your claim, please provide:

• Proof of the cost price of the goods
• Proof of sale price if different
• Evidence of the total weight of the damaged or missing goods
• Clear photographs showing the damage and packaging
• Any helpful details, such as packing method, delivery notes, or repair estimates

How Are Claims Assessed?

Claims are assessed against our legal liability, not the full sale or replacement value. For UK and Ireland pallet deliveries via our network, liability is included up to £5.00 per kilogram. The RHA standard is £1.30 per kilogram. International deliveries and full-load services have different limits, which we will confirm on request.

Liability applies to physical loss or damage during transit. We cannot cover:

• Wear and tear or deterioration
• Inadequate packing or preparation
• Goods excluded under our Terms and Conditions
• Consequential losses such as missed sales or downtime

What Happens Next?

Once we receive your completed claim and evidence, we will review it with our network partner and keep you updated. Most claims are resolved within 8 weeks, although complex cases may take longer.

We do not refund delivery charges where the service was completed, even if goods were damaged in transit. Our role is to meet our legal liability under the RHA Conditions of Carriage.

Need Help?

If you are unsure what to do next, our team is here to help. Start a Live Chat and we will guide you through the process.