The excitement of purchasing new furniture and eagerly awaiting its arrival can quickly turn to disappointment if it arrives damaged.
While we take every precaution to ensure safe delivery, occasional damage can occur which is outside of our control.
So, what should you do next?
- Inform the delivery driver that you have noticed damage.
- Check over the whole item and note down any damage on the delivery paperwork. If possible, take photos—this will help with the assessment process.
- Reject the item straight away so it can be returned for resolution.
- Contact the store or supplier where you purchased it as soon as possible.
Whether you bought your furniture from a store or directly from Coastwood, you will be guided through the next steps. The process will depend on the extent of the damage, but providing photos and detailed information about your purchase will help speed up the resolution.
If you’re unable to send photos, the item will need to be returned to Coastwood or an independent repair agent for assessment. In most cases, the entire process—repair or replacement—should be completed within 2-3 weeks, with your furniture returned to you as good as new.
What if the truck has already left and you find damage?
If the truck has already left and you notice damage afterwards, call the store or Coastwood immediately. If possible, take photos and email them through. The store or Coastwood will then follow the same procedure to get this sorted for you.
Will I be charged for repairs/replacements?
No, if your furniture arrives damaged, repairs or replacements will be covered under your purchase and warranty guarantee.
Can I get a refund instead of a replacement or repair?
- If the damage is minor, Coastwood will decide whether to repair or replace the item.
- If the damage is significant, you can refuse a repair and request a replacement or refund.
Can I keep the damaged item if I accept a discount?
Yes, you can accept a discount and keep the item as is, instead of opting for a repair or replacement. However, it’s important to understand that by accepting the discount, you cannot claim a refund or replacement later for the same damage.
Our Goal: A Smooth, Hassle-Free Resolution
We strive to make the process as simple and stress-free as possible to ensure the best outcome for everyone. If your furniture arrives damaged, rest assured we’re here to help resolve it quickly and efficiently.
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