Two windows, and they're different. Transit damage: within 48 hours of delivery. A warranty fault: in writing within 7 days of the fault appearing. Both need photo or video, and both go to [SUPPORT_EMAIL] with your order number.
How to do it in one message rather than four.
Which one is it?
| Situation | Window | Route |
|---|---|---|
| Damaged when it arrived | 48 hours from delivery | Transit damage claim |
| Fault appeared later, no incident | 7 days from noticing | Warranty claim |
| Doesn't match what you ordered | Any time | Just tell us — it should have been caught at the approval photographs |
| You dropped her, snagged her, pushed a joint past its range | — | Not warranty. Repair options, or ask us for a quote. |
| Wear after long use | — | Not a defect. What ages, and how. |
If you genuinely can't tell which it is, send it anyway. Sorting that out is our job, not yours, and a message sent inside the window is better than a correct message sent outside it.
What to send
Everything in one message saves several days.
- Your order number.
- What's wrong, in plain language. One or two sentences.
- When you first noticed it, and what was happening at the time. Be honest if something happened — it doesn't automatically void anything, and it helps us diagnose.
- Photographs — see below.
- Video if the fault is intermittent. Essential for electrical options, which often behave when you're watching.
How to photograph a fault properly
The single biggest cause of slow claims is photographs nobody can assess.
Take three shots of the same thing:
- Wide — the whole area, so we can see where it is on the body
- Mid — the region, at about arm's length
- Close — the fault itself, in focus
Light it from the side, not from the front. A flash straight on flattens everything and hides exactly what we need to see. Light coming across the surface throws a shadow into a tear or a seam and makes it legible. Daylight from a window works well.
Give it scale. A coin or a fingertip next to the fault tells us more than any description of size.
Don't clean it up first. Photograph it as it is.
What happens next
[VERIFY — your actual process, and be specific. Who assesses it, how long the first response takes, what the possible outcomes are, and who pays return shipping if something has to come back. Vagueness here undoes the credibility the rest of the site builds.]
Suggested structure, delete what doesn't apply:
- We acknowledge within [VERIFY] and tell you if we need anything else.
- We assess — sometimes with the manufacturer, which can add time.
- We tell you the outcome and the reasoning, not just the outcome.
- Repair, replacement, part, or a decline with an explanation you can push back on.
What's covered
Six months on her, five months on electrical components. Manufacturing defects, seams separating without an incident, joints that never held, options that fail within the period, anything that doesn't match your order.
Plus whatever your own consumer law gives you — a statutory conformity right in the EU and UK, an implied warranty in most US states. That exists independently of our warranty and we don't attempt to reduce it. Ours is an additional undertaking and usually the faster route. The position by market.
What isn't
Accidental damage · wear · storage compression · dye transfer · misuse · failed home repairs on the area repaired. The full list.
None of that means we won't help. A repair that isn't covered is still a repair we can often quote for or talk you through — the repair guide covers what's fixable at home.
If you disagree with us
Say so. Reply and tell us why — a fair number of assessments change when a customer explains something we'd misread from a photograph.
[⚖️ VERIFY — describe the formal escalation route, and reference the dispute-resolution mechanism named in the Company details.]
Common questions
What if I miss the 48-hour window on transit damage?
Tell us anyway. The window exists to separate transit damage from later wear, so a late report is harder to attribute — but late is much better than not at all.
Do I need the original packaging?
Keep it until you're satisfied. If anything has to travel back, it's what you'll want.
Will I have to send her back?
Usually not — most things are resolved with photographs, a part, or guidance. [VERIFY]
Does a home repair attempt void my claim?
It can complicate a claim on the area repaired. That's the whole reason to ask first.
What if the warranty has expired?
Email us anyway. We answer questions from owners years past their warranty, because that isn't really what warranties are for.