With Christmas on the horizon, many of us are anxiously awaiting the arrival of our Black Friday bargains and presents.

Research has shown that 60% of people have experienced problems with deliveries, and not even Santa is off the hook. From arctic winds to sandstorms, your presents have to withstand a lot on their way to you.

If you do find yourself with a damaged item, there’s no need to worry. Protective case experts, the Case Farm, have put together this simple guide to make sure you have a replacement under the tree well in time for Christmas morning.

Your rights

If you receive damaged goods from a retailer, you’re protected under the Consumer Rights Act. The Act states that the retailer is responsible for the condition of the item until you receive it, so even if damage was caused by a courier or third party, the retailer must offer you a repair, replacement or refund.

Some retailers may try to claim you need to take up a claim with the courier company, but this is not the case. As your contract is with the retailer, it is their duty to fix any issues with the item you receive.

What to do if an item arrives damaged

When you receive a damaged item, it’s important to notify the retailer quickly. Take pictures of the damage if you can, and contact the retailer in writing. You’ll then have a record of communication if you run into any issues.

Most retailers should deal with your complaint without an issue, offering a repair, refund or replacement. If they request that you return the faulty item, make sure to do so promptly, and get proof of postage in case your parcel goes missing.

If you run into problems when contacting the retailer, or you’re unable to reach a satisfactory agreement, it may be worth getting in touch with the Consumer Ombudsman. The ombudsman provides free, fair and independent advice to help resolve disputes and bring complaints to a conclusion.

These simple tips should help to make sure that your gifts are in tip top condition come Christmas morning, no matter how far Santa has had to bring them!


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