Two different things can go wrong with a load, they are covered in two different ways, and the windows are not the same length. Read whichever applies to you.
Freight damage
Window
48 hours, from delivery
How
Written on the Bill of Lading before the driver leaves
Whose deadline
The carrier's, not ours
Shortages
Excluded. Unmanifested loads have no itemised list to count against.
If a delivery is signed for clean, the carrier treats the load as delivered intact and the claim route closes. We cannot reopen it for you.
Defective or wrong load
Window
30 days after delivery
Covers
A load that is materially not the class described, or a load sent in error
How
Email us with your order number and photographs
Refund
within 5 business days of an approved claim, to the original payment method
Worth being plain about what this does not cover. A returns load containing goods that do not work is not a defective load. Untested is the condition basis you bought on, and a proportion of non-working units is what that basis means.
What we do not accept
Change of mind
Not accepted
Exchanges
Not offered
Restocking fee
None. There is no fee, because there is no change-of-mind return to charge one on.
Return freight
You pay it, if you ask for the load back
Cancellation
Free at any time before dispatch
If you want to cancel, tell us before the load goes out and it costs you nothing.
