The driver is still there, packaging is damaged but the unit looks intact

Do not refuse the delivery yet.
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Before signing, note the packaging damage on the delivery receipt or proof of delivery document. Write something like: “Received with damaged packaging, contents condition unknown.” Then accept the delivery once you have noted the damage in writing.
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Photograph everything immediately, before moving the unit. We need all sides of the outer packaging including any dents, tears, punctures, or crush marks, close-ups of specific damage areas, the shipping label, the unit itself from all sides once unboxed, any damage to the unit however minor, the interior packaging and foam, and a photo of the signed delivery receipt showing your note.
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Once you have the photos, contact us and send them through. We will review everything, file the carrier claim on your behalf, and confirm next steps as quickly as possible.
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Please do not attempt to install or use the unit until we have reviewed the photos and confirmed it is safe to do so.

The driver is still there, the unit is visibly damaged

Do not accept this delivery.
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Tell the driver you are refusing the shipment due to visible damage to the unit. Ask them to note the refusal and the reason on their delivery record. Do not sign for the delivery.
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Before the driver leaves, photograph as much as you can, the damaged unit from all visible sides, close-ups of every area of damage, the outer packaging, the shipping label, and the driver’s vehicle with the unit on or near it if possible.
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Once the driver has left, contact us with your photos. We will cover all return shipping costs, file the carrier claim on your behalf, and arrange a replacement. You will not be left without a resolution.
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You have already accepted the delivery and found damage after

Please do not worry, we will coordinate everything from here.

Before anything else, please send us as many photos as you can: all sides of the unit, every area of visible damage (including close‑ups), all sides of the outer packaging, the shipping label, and the interior packaging and foam.

Please ensure the photos show the unit still inside its packaging. Without this, it can be difficult to determine whether the issue is concealed damage, installation damage, or transit damage.

Do not discard any packaging until we confirm it is no longer needed, the condition of the packaging is required for the carrier claim.

If approved, once we have reviewed your photos, we will arrange a return pickup at a time that suits you. We cover all return shipping costs, there is nothing to pay on your end. Once your item is received at our warehouse, we will process your replacement and keep you updated at every stage.

Please do not attempt to install or use a unit that has been damaged in transit, even if the damage appears cosmetic only.

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