What To Do If Your Parcel Or Items Are Damaged During Transit

• Please do not sign for, or accept any parcel that appears to be damaged during transit
• If your parcel arrives in a damaged condition or the items inside appears to have been damaged during transit, please report the damage within 24 hours of receiving your parcel to the courier company and inform us that you have received a damaged parcel
• You can either lodge a claim for the damage directly to the courier company or we can do this on your behalf
• Please be aware that the courier company may not refuse to accept a claim for damaged items if the damage is not reported as soon as you receive the parcel
• Courier companies may also refuse a claim for damage if they believe that the items inside the parcel have not been wrapped in enough protective packaging. Horoeka House endeavor to wrap all parcels we dispatch correctly, and we will take full responsibility for the damage of the item if the courier company refuse a claim due to poor packaging, and we will refund or replace your item
• Please take as many photographs of the damaged packaging, wrapping, and item as possible
• Horoeka House does not accept responsibility for parcels that are damaged by the courier company during transit, but we will work with you to help process a claim to the courier company
• It is advisable to let us know that you have received a damaged item as soon as possible so that we can reserve stock for a replacement if required