What happens if my goods are damaged in transit?

Although we are leading experts at palletised deliveries and mistakes are very uncommon, we may still encounter issues that are completely out of our control and these may unfortunately result in damage to your goods.

In the unlikely event of this happening, we always work hard to rectify the situation as quickly as we can and settle the claim. 

All claims are paid out based on the weight of your damaged goods. If you would like to discuss your entitlements with PalletOnline, please feel free to send us a message via live chat or call us on 0845 658 0049 and we will be happy to help with any questions you might have. 

Will I Be Refunded In The Event Of Damaged Goods? 

Damage to goods is often unpredictable, especially if your pallet was shrink wrapped and very well secured before collection. If your goods become damaged, we will base your claim on total weight. 

When you notify us of the damage, we will require the following information to be able to process the claim for your damaged goods; 

  •  Proof Of Cost Price - an invoice that shows the price the goods were purchased or manufactured for. 
  •  Proof Of Purchase Price - an invoice that shows the price the items were sold for.
  •  Proof Of Weight - total weight of the damaged goods. 
  •  Photo evidence of the damage
  •  Details of mitigation, salvage or repair
  •  Any additional details that you can provide us with

How Often Can Goods Become Damaged in Transit? 

When it comes to completing a pallet delivery and collection, you can always trust PalletOnline. Our drivers work hard to ensure your goods reach their destination in one piece, as quickly and efficiently as possible. However, there may be times when your goods become damaged due to reasons that are beyond our control. 

Rest assured that this does not happen all that often, and in the event of it happening to your goods, we will compensate you fully and appropriately. Once we are notified of your damaged goods, we will go through the details of the claim and calculate how much your goods are worth based on their weight. 

From there, we will do everything to make sure you are compensated for the damage caused to your goods. 

What To Do If Your Goods Are Damaged 

In the unlikely event of damaged goods, you must contact us immediately. You will need to provide us with all the details and proof that your goods are actually damaged before we can take the situation any further. We can then process a claim for all damage caused to your goods during transit with our driver. 

If your goods have become damaged during their journey, we would like to offer you our sincere apologies. Though we take great pride in our reputation in the distribution industry, unfortunately, accidents can sometimes happen when they are least expected. We can only apologise for any inconvenience caused as a result of damaged goods. 

We specialise in fast and efficient pallet collections and deliveries throughout the UK and Europe; our customer care team are always at hand to assist you with all your pallet needs. 

If you would like any further help and assistance, or if your goods have become damaged in transit, please get in touch with us immediately. 

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