Customer did not note damage upon receipt - now wants to claim

We’re genuinely sorry to hear that you’ve experienced a problem with your order. At Plumb-it, we are committed to ensuring our customers receive their goods in perfect condition, and we handle all valid claims swiftly and fairly.

As outlined in our Returns and Damages Policy — which is displayed online, in-store, on packaging, and printed on the delivery waybill — all deliveries must be inspected upon receipt. 

Any visible damage or shortages must be clearly noted on the waybill and reported to us in writing within 48 hours of delivery. This process is not only a company requirement but also a condition set by our courier partners and insurers to process any claim.

Had the damage been noted on the waybill at the time of delivery, we would have been able to assist immediately by logging the issue and arranging a refund, replacement, or collection. In such cases, Plumb-it has a 100% track record of resolving claims quickly and to our customers’ satisfaction.

In this case, however, the delivery was accepted and signed for without any damages recorded.

By this point, we are unable to confirm the condition of the goods at the time of delivery, and unfortunately, anything could have happened to the product(s) during the time that has passed — whether during unpacking, handling, storage, or installation. This makes it impossible for us, or any of our third-party partners, to accept liability.

Please understand that we must be fair not only to our customers but also to the other parties involved:

• Couriers, who rely on signed waybills as confirmation of safe delivery;
• Insurers, who require documented evidence of damage at the time of delivery;
• Manufacturers and suppliers, who rely on timely and accurate reporting to assess transport-related or warranty issues.

Applying the same policy to all claims ensures transparency, accountability, and fairness throughout the supply chain.

We do regret that we’re unable to assist further in this case, but we remain at your service for any future queries or orders.