Understanding Damages in Transit: Fire Hearths & Worktops
At Primethorpe, we take great care to ensure your fire hearths and worktops arrive in perfect condition. However, we understand that occasional damage in transit can occur. If your item arrives damaged, we are committed to replacing it no questions asked provided the damage is reported within 48 hours and the steps below are followed.
What We Need from You
To ensure a smooth and successful replacement process, please make sure to:
1. Inspect Immediately Upon Arrival
It is essential that you check the condition of your fire hearth or worktop as soon as it is delivered. If you notice any damage, please reject the delivery or note the damage on the delivery paperwork immediately. Please do this whilst the driver is still there
2. Photograph the Damage in Its Original Location
Take clear photos of the damage before moving the item from its original drop-off point.
Please note: If the product is moved (for example, into the house or garden) before being photographed, we may lose the ability to make a successful claim with the courier.
3. Report the Damage Within 48 Hours
Contact us within 48 hours of delivery with photos and details of the issue so we can process your replacement promptly.
Failure to follow any of the steps above means we may be unable to process a replacement, as this information is required by our logistics provider to validate the claim.
Here to Help
If your fire hearth or worktop arrives damaged, we’re here to put 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 cooperation in helping us ensure your order arrives smoothly!