Damages Policy

Last updated: 5th July 2023

At Briarwood Supplies, we strive to provide our customers with the best quality goods. However, we understand that sometimes, despite our best efforts, items might be delivered damaged. The following is our Damages Policy which outlines the steps we will take in such instances and the rights and obligations of our customers.

1. Reporting Damages

Upon receiving a damaged item, customers should report the damage to us as soon as possible, specifying:

1.1 Order details (order number, delivery address, invoice number, etc.)

1.2 Details of the damaged goods (item type, size, quantity, etc.)

1.3 Description of the damage

2. Evidence of Damage

Customers should provide photographic evidence of the damage. The photos should clearly show all the damaged items (not just a single damaged item when multiple items are claimed to be damaged).

3. Damage Evaluation

Upon receiving the damage report and accompanying photographs, we will evaluate the damage. If the photographs confirm the damage, the item(s) will be either fixed or replaced.

4. Faulty Products

In cases where the goods are faulty rather than damaged, the situation will be escalated to a claim status, and it will be shown to the Director for further action.

5. Replacements and Credits

5.1 If a customer prefers credit instead of a replacement, the request should be addressed to the Director for approval.

5.2 Invoices will be issued for replacements, including any associated carriage costs, prior to dispatch. These charges will be credited upon return of the damaged goods.

5.3 Replacement goods will be dispatched urgently, however, we do not guarantee next day delivery if that is not feasible.

6. Specific Cases

6.1 For any claims involving colour or efflorescence issues, or cases where more than 25 sheets are damaged, such instances should be escalated to the Director for review.

7. Non-Account/Proforma Customers

7.1 Non-Account/Proforma customers are subject to the above policy, with the following exception: Replacements and associated carriage costs will be invoiced and payment taken prior to dispatch. These charges will be credited upon return of the damaged goods.

8. No Refunds for Site Costs

Please note that we do not offer refunds for any site costs incurred due to damages or related delays.

9. Policy Enforcement

This policy is strictly enforced, and all customers are expected to adhere to its terms, even if they initially decline.

We reserve the right to amend this Damages Policy from time to time. We encourage customers to review the policy periodically for any changes.

For more information or for any questions about our Damages Policy, please email us at support@briarwoodsupplies.co.uk.

Thank you for choosing Briarwood Supplies.