Damaged goods in transit

If your goods arrive damaged, we want to help resolve it quickly and fairly. All claims within our network operation are handled in line with the RHA Conditions of Carriage. These terms apply across the UK pallet network industry and cover the carrier’s legal liability, not the full value of the goods themselves.

Reporting Damage

Tell us within 24 hours of delivery if there is visible damage. This is essential to protect your ability to claim. Contact us by email or live chat and we will send you a claims form. The owner of the goods must complete this form. Before delivery, this is usually the bill payer; after delivery, it is typically the person or company receiving the goods.

We ask for the completed form back within 24 to 48 hours of receiving it, so we can start the process promptly. If this timeframe is missed, your claim may still be reviewed, but delays can reduce the chances of a successful outcome. You have up to 12 months from the delivery date to submit a claim, though claims made outside the initial reporting window are subject to stricter review.

Am I Entitled to a Refund for Damaged Goods?

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

For damaged goods, claims are settled up to £5.00 per kilogram of the consignment's weight for deliveries through our pallet network in the UK and Ireland. International movements and truckload services (7 pallets or more) operate under different liability levels. For international freight, cover is usually £1.30 per kilogram. Truckload work may carry either weight-based or full-value cover, depending on what is agreed at the time of booking. We will confirm the cover for these services upon request.

How Often Does Damage Occur?

Damage is rare. Fewer than 0.03% of pallets moving through our network result in a claim. Every delivery is handled with care, but we recognise that sometimes accidents happen despite best efforts. When they do, we follow the established claims process to resolve them.

What You Need to Do If Goods Are Damaged

• Report the damage to us within 24 hours of delivery.
• We will send you a claims form by email.
• Return the completed 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. Smaller claims fall outside of the scope of our liability cover.

How Long Does a Claim Take?

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

For help at any stage, please contact our Live Chat team who will be happy to assist.