At Primethorpe, we take great care to ensure your Firehearths and worktops arrive in perfect condition. However, we understand that breakages can occasionally happen during transit. If your Firehearth or worktop arrives damaged, we are committed to replacing it without question—provided the damage is reported within 48 hours and the following steps are followed.

What We Need from You

To ensure a smooth replacement process:

1. Inspect Immediately Upon Arrival: It is crucial that you check the condition of your Firehearth or worktop as soon as it arrives. If you notice any damage, please reject the delivery or note the damage right away.
2. Photograph the Damage: Take clear photos of the damage in its original drop-off location before moving or attempting to repair the items. This helps us process the replacement without delay.
3. Report Within 48 Hours: Contact us as soon as possible, ideally within 48 hours of delivery, with the photos and details of the damage.

Failure to do any of the above means we won’t be able to process a replacement. This information is essential for us to handle the claim with our logistics provider.

Here to Help

If your Firehearth or worktop is damaged on arrival, we’re here to make it right. As long as the damage is reported and documented within 48 hours, we will replace the item quickly and efficiently. Thank you for your understanding, and we appreciate your cooperation in ensuring your order arrives smoothly!