What to Do If Kitchen Units Are Damaged on Delivery
Report damage to the retailer immediately on delivery day, before signing any delivery note. Photograph all damage clearly. Most major retailers including Wren and Howdens replace damaged components promptly. Do not allow installation to begin on any damaged units.
Document Damage Before Signing
The most important action if kitchen units are damaged on delivery is to document everything before signing the delivery note. Note each damaged item clearly on the paperwork — write specific descriptions rather than a general note. Photograph each damaged component from multiple angles, including close-up shots of the damage and wider shots showing the item in context. If the delivery team is present, ask them to acknowledge the damage on the paperwork. Do not sign to accept delivery as complete if damaged items are present.
How Major Retailers Handle Replacements
Wren, Howdens, Magnet, and IKEA all have customer service processes for handling damaged delivery components. When damage is reported promptly and with clear photographic evidence, most retailers replace damaged components without significant dispute. Replacement lead times vary — typically 3–10 working days depending on the brand and component. This is why damage must be reported on delivery day, not days later when your installation start date is approaching.
If Damage Is Found After Delivery
If damage is discovered after the delivery team has left, contact the retailer immediately — the same day is essential. Claims made several days after delivery are harder to resolve, particularly for damage that could have occurred during your own storage. Always keep all original packaging until the kitchen is fully installed and snagged. Install My Kitchen recommends that no installation begins on any unit that is visibly damaged.
Related Questions
Installation can begin on undamaged sections of the kitchen, but damaged units should not be installed in their damaged state. Discuss with your fitter which sections can proceed while you await replacement components.
If you have photographic evidence and noted the damage on the delivery documentation, the retailer is legally obliged to replace or refund damaged goods under the Consumer Rights Act 2015. Escalate through the retailer's complaints process if necessary.
Your contract is with the retailer, not the delivery company. The retailer is responsible for ensuring goods arrive undamaged. Report to the retailer — not the delivery company — and they will handle any claim against their logistics provider.
Yes. Worktops are particularly vulnerable to damage in transit. Check for chips, splits, and incorrect lengths or profiles. Report any worktop damage immediately — these can be the most expensive items to replace and have the longest lead times.
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