Reporting a loss or damage

If your goods arrive damaged or go missing in transit, we will help you resolve it quickly and fairly. Start a Live Chat and our team will send you a claims form to complete.

Please report visible damage within 24 hours of delivery so we can act quickly. Under the RHA Conditions of Carriage 2020, formal written notice of loss or damage must be given within 7 days of delivery. These industry-standard terms cover the carrier’s legal liability, not the full value of the goods.

What Do I Need to Claim?

• Proof of the cost price of the goods
• Proof of sale price if different
• Weight of the damaged or missing items
• Clear photos showing the damage and packaging
• Any other details that help us process your claim quickly

How Much Is Covered?

For pallet deliveries in the UK and Ireland via our pallet network, liability is included up to £5.00 per kilogram of the goods’ weight at no extra cost. For example, a 100 kg pallet has a maximum claim value of £500. The RHA standard rate is £1.30 per kilogram, so our terms provide a higher level. International deliveries and full-load services may have different limits, which we will confirm on request.

We do not refund the booking cost for damaged goods. Claims address our legal liability for the goods, not the transport fee.

How Long Does It Take?

Once we receive your completed claims form and supporting information, we aim to resolve most claims within 8 weeks. Some cases may take longer if extra details are needed from depots or the consignee. We will keep you updated throughout.

What Happens Next?

• Report visible damage within 24 hours of delivery via Live Chat.
• Submit written notice within 7 days of delivery in line with RHA rules.
• Complete and return the claims form as soon as possible so we can begin processing.

Damage claims are rare. Fewer than 0.03% of pallets in our network result in a claim. When issues do occur, we are here to help put them right.