Damaged goods in transit

If your goods arrive damaged, we will help resolve it quickly and fairly. All claims are handled under the RHA Conditions of Carriage 2020. These industry-standard rules apply across UK pallet networks and cover the carrier’s legal liability, not the full value of the goods.

Reporting Damage

Please tell us within 24 hours of delivery if there is visible damage so we can act quickly. Under the RHA Conditions, formal written notice of a claim must be made within 7 days of delivery. We will send you a claims form, which must be completed by the owner of the goods (usually the bill payer before delivery, or the recipient afterwards). Returning the form within 24-48 hours helps us start the process promptly.

If the initial 24-hour window is missed, you may still claim within 7 days under the RHA rules. Claims made after 7 days are outside the formal time limit and are unlikely to succeed.

Am I Entitled to a Refund for Damaged Goods?

We do not refund the value of damaged items. Our role is to meet our legal liability if goods are lost or damaged in transit. Refunds of service charges apply only if your booking is cancelled before the service takes place or if we are unable to provide the booked service.

For pallet deliveries in the UK and Ireland made through our pallet network, claims are settled up to £5.00 per kilogram of the consignment’s weight at no extra cost. The RHA standard liability is £1.30 per kilogram, so our standard terms provide a higher level. For international movements outside Ireland, liability is usually £1.30 per kilogram. For full-load work, liability may be weight-based or full-value depending on what is agreed at booking. We will confirm the applicable liability on request.

How Often Does Damage Occur?

Damage is rare. Fewer than 0.03% of pallets moving through our network result in a claim. When issues do occur, we follow a clear process to resolve them.

What You Need to Do If Goods Are Damaged

• Report visible damage to us within 24 hours of delivery.
• Submit formal written notice of claim within 7 days of delivery (RHA requirement).
• Complete and return the claims form within 24-48 hours of receiving it so we can begin processing your claim.

Claims can only be considered where the total weight of the affected goods is at least 11 kilograms or the value exceeds £55.00.

How Long Does a Claim Take?

We aim to resolve claims as quickly as possible, usually within 8 weeks of receiving all required information. Where further details are needed from the sender, receiver, or our network partners, it may take longer. We will keep you informed at each stage.

For help at any stage, please contact our Live Chat team.