My Blind Arrived Damaged

Introduction

Receiving a damaged delivery is frustrating, but acting quickly and documenting everything correctly is the difference between a swift resolution and a prolonged dispute. This guide tells you exactly what to do from the moment you notice something is wrong — and what to expect at every stage of the process.

My packaging looks damaged. Does that mean the blind is damaged too?

Not necessarily. Packaging is specifically designed to absorb impact during transit. The box or outer wrapping may show signs of compression, scuffing, or denting — that is the packaging doing its job. A damaged outer does not automatically mean the product inside is damaged.

Before reporting a claim, open the packaging carefully and inspect the blind itself. Check all components, the headrail, the fabric or slats, the operating mechanism, and any hardware. If the product is undamaged, no claim is needed.

If the product is damaged, stop immediately and move to the documentation steps below.

What types of damage are covered?

The following are covered:

• Physical damage to components sustained during transit
• Manufacturing defects (damage arising from production errors)
• Incorrect specifications (the product does not match what was ordered)
• Colour or fabric discrepancies
• Missing parts or hardware

The following is not covered under a damage claim: cosmetic damage to the outer packaging alone, where the product itself is undamaged.

What evidence do I need to gather?

Document everything before moving or disposing of any packaging. You will need:

• Clear photographs of the damaged item, showing the specific areas of damage
• Photographs of the outer packaging, including all sides
• A photograph of the courier label on the box
• A written description of the damage — be specific: what is broken, bent, torn, or missing
• Video evidence, if the damage is extensive or difficult to capture in photographs

The importance of the courier label photograph is often overlooked. It confirms the delivery and links the parcel to your order. Without it, investigating a transit claim with the courier is significantly more difficult.

How and where do I report damaged items?

Email customer.services@newblinds.co.uk as soon as possible after delivery. Do not delay — the sooner the report is made, the faster a resolution can begin.

Your email should include:

• Your order number
• All photographs and video evidence
• A clear description of the damage

How quickly will my damage claim be responded to?

The aim is to respond to damage claims within 24 hours of receiving your email. In practice, the speed of resolution after that depends on the nature of the damage and what remedy is most appropriate.

What resolutions are available to me?

Depending on the nature and extent of the damage, the following options may be offered:

• Full replacement at no charge
• Replacement parts or components — in many cases, a motor, bracket, or length of fabric can be replaced without remaking the entire blind
• Partial refund if you choose to keep the damaged item
• Full refund of the purchase price — this is available in appropriate cases, though the right is reserved to find a practical solution first

Do I need to wait for an assessment before a replacement is sent?

Yes. The damage must be assessed before a replacement or remake is approved. This is not bureaucracy for its own sake — it determines the correct remedy. In many cases, a partial component replacement is faster and more practical than a full remake, and identifying this during assessment means you receive a resolution sooner.

Who arranges collection of the damaged item?

If your item has arrived damaged or faulty, collection will be arranged by us. You will not need to organise a courier or pay for the return. In some cases where the damaged item is low-value and collection costs exceed the value of the product, you may be asked to dispose of it locally — you will always be informed if this applies.

What if only some parts are missing rather than damaged?

Missing parts are treated separately.