What If My Goods Arrive Damaged?

Damage during transit is rare, but we understand how frustrating it can be when it happens. Our team is here to help you resolve it fairly and quickly. All claims are processed in line with the Road Haulage Association Conditions of Carriage, which apply across the UK pallet network industry.

Check Your Goods on Arrival

Inspect your pallet carefully as soon as it arrives. Pallets move through multiple stages during delivery, so it is important your items are well packed and secure before transit to reduce the chance of damage. If the pallet wrap or packaging is damaged, check whether the goods themselves have been affected.

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

How to Report Damage

If your goods are damaged, tell us within 24 hours of delivery. This is essential to protect your right to make a claim.

• Start a Live Chat with our support team or email us to request a claims form.
• The person who owns the goods must complete the form - before delivery this is usually the sender, after delivery this is typically the recipient.
• Please return the completed form promptly so we can begin your claim. Claims reported late may not be accepted under network rules.

What Evidence Will I Need?

To process your claim, you’ll need to provide:

• Proof of the cost price of the goods
• Proof of the purchase price (if different)
• Evidence of the total weight of the damaged goods
• Clear photographs showing the damage
• Any other useful information, such as packaging used, details of what happened on delivery, or repair estimates

How Are Claims Assessed?

We assess claims in line with our legal liability, not the full sale or replacement value of the goods. The cover is up to £5.00 per kilogram for UK and Ireland deliveries. International and truckload shipments have different limits. Most other pallet services offer only £1.30 per kilogram as standard.

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

• Wear and tear or deterioration of goods
• Inadequate packaging or preparation
• Goods that are excluded under our Terms and Conditions
• Consequential losses like missed sales, delays, or business downtime

What Happens Next?

Once we receive your completed claim and supporting evidence, we will review the claim with the Palletline network. Most claims are resolved within 8 weeks, although complex cases may take longer. We will keep you updated throughout the process.

We do not offer refunds on delivery charges where the service was completed, even if damage occurred in transit. Our role is to cover our legal liability under the RHA Terms 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 step by step.