Damage & defects

What to do if something arrives damaged, the 48-hour window, and how we put it right.

If something arrives damaged

We work hard to deliver in perfect condition, but with ferries, hauliers and bulky parcels things sometimes go wrong. The 48 hours after delivery is the most important time — here is what to do.

At the door

If the packaging is obviously damaged, sign for the delivery "Damaged" and ask the driver to note it on their paperwork. Don't sign "unchecked".
Photograph the outside of the packaging before you open it.
Unbox carefully and photograph any damage to the item.

Within 48 hours

Email enquiries@jandmmcewen.co.uk with your order number, the photos, and a short description.
We will reply within one working day with next steps. Most damage claims are resolved with a replacement or a partial credit within a week.
If we need to make a carrier claim, we will let you know what we need from you.

Hidden or latent defects

If a defect appears later — a seam splitting, a leg loosening, a mechanism failing — this is a warranty issue rather than a damage-on-arrival issue. See the warranty policy for the process.

What we do

Type of issue	Typical resolution
Minor cosmetic damage (small mark, scuff)	Partial credit or replacement part
Functional damage (broken leg, torn cover, jammed mechanism)	Replacement of the affected component
Major damage that affects use or appearance	Full replacement of the item
Damage caused by misuse after delivery	Repair quotation

Who pays return carriage?

If the item is damaged or defective, we pay. We will arrange collection — please keep the item in its packaging where possible.

Your statutory rights

Nothing in this process affects your statutory rights under the Consumer Rights Act 2015 — you may have additional remedies depending on the circumstances.

Last updated 2026-05-25 · J & M McEwen, Kirkwall