Freight Acceptance Policy

Deliveries of our products are undertaken by different couriers and carriers. Orders are dispatched from our supplier’s warehouses and verified by the dispatch person and the courier/carrier to be in good order and condition.  

During the delivery process damage can occur and for imported products (on the odd occasion), damage has also occurred during the ‘shipping’ process. This damage is sometimes not visible or obvious. When the product is delivered to you (our customer) you will be asked to sign a Consignment Note, accepting delivery for the product and verifying that it is in good order and condition. The obvious indicator of possible damage to the product is torn or pierced packaging. If you notice damage to the packaging, prior to signing’ please take the time to check inside the packaging for traces of any damage to the product.

Delivery drivers are obliged to stay at the delivery address while you do this. As a guide we suggest you follow these steps:

  1. Carefully check the packaging for any visible damage before signing for the order
  2. If there is damage to the packaging you should check the contents for any visible damage to the contents, before signing   
  3. The delivery driver is required to wait for a signature on the consignment note before leaving the product on your premises. PLEASE NOTE: If the driver will not wait for you to check the item for damage, please sign the consignment note “Damaged” just in case.
  4. You should not sign for any goods as in good order and condition unless you are satisfied there is no damage
  5. If you are not satisfied with the condition of your product, or even unsure about the condition of your product, please sign the consignment note with “Damaged” clearly marked and then advise us as soon as possible
  6. If you are satisfied with the condition of your order and you have signed the ‘Consignment Note’ we strongly suggest you check the contents of the package at the earliest possible opportunity. If you later find damage, please contact us immediately with details
  7. Please note that once you sign to accept delivery of the product and unless noted as ‘Damaged’ you are verifying the product to be in good condition. This may negate any recourse for replacement of the damaged goods

While we understand this process will increase the time taken for the delivery process, we are confident that it will help to reduce the complications that arise when orders are delivered damaged.