Damaged or Faulty Items
Sorry your order arrived in less-than-perfect condition. Here’s exactly what to do.
Step 1 — Inspect on arrival
Open the parcel within 48 hours of delivery and check the item. The sooner you tell us about a problem, the faster we can resolve it.
Step 2 — Photograph the damage
Take clear photographs of:
- The outer packaging (especially any visible damage)
- The item itself, with the damage clearly visible
- Any documentation or labels showing the courier and tracking number
Step 3 — Email us
Send the photographs and a short description to returns@retailssupp.com with your order number in the subject line.
Step 4 — Our response
Within 1 working day we will reply with:
- Confirmation of the next step (replacement, repair, or refund)
- A prepaid return label (we cover return shipping for damaged or faulty items)
- The expected timeline
Step 5 — Return or dispose
For small items we usually ask you to return the damaged piece. For some bulky or low-value items we may ask you to dispose of it safely without returning — we’ll confirm in our response.
Your statutory rights
- 0–30 days: Short-term right to reject under the Consumer Rights Act 2015 — full refund.
- 30 days – 6 months: We may repair or replace once; if that fails you can choose a refund.
- 6 months – 6 years (5 years in Scotland): The burden of proof for an inherent fault shifts to you, but you remain protected.
What counts as “faulty”?
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. Failure to meet any of these standards means the goods are faulty. Normal wear and tear is not a fault.