Report shipping damage to us within 7 calendar days of delivery, using your repair and tracking references. Report suspected loss promptly once the expected delivery date has passed.
- Photograph the damaged device.
- Photograph the outside and inside packaging.
- Photograph the shipping label.
- Keep the device, all packaging and contents until the claim is completed or you are told they are no longer needed.
Use a support ticket to provide the evidence. Late reporting, missing evidence or discarded packaging can prevent a courier claim. Compensation remains subject to the carrier accepting the claim and the device’s actual condition/value.
A cancelled or unrepaired device is not automatically excluded from every claim. Pre-existing weakness or damage can affect responsibility and valuation. If you selected a safe place or neighbour delivery, retain the delivery information; responsibility depends on the instructions and evidence. If you booked your own courier, contact that courier about its claim procedure.