What to do when your shipment is damaged.

Please check your purchase for any damage.

We do our best to ensure that your order is packaged securely and protected against damage, to do so we use recycled materials and boxes to be certain your product arrives safely.

If your purchase is damaged, we will launch a damage claim with the courier and will stay in touch throughout the whole process.

To make sure the claim is a success, please complete the following steps.

Take multiple pictures of the damage, include the unit in its original packaging and include pictures of the outer packaging and any additional packing materials.

Send an email to cookstown@homessentialsoutlet.com

Include your order number, your contact information and attach all the pictures that you have taken. Please do not do anything further until we get back to you.

Please note there is a limited time to make a damage claim, the claim needs to be started within 3 days of delivery, failure to get in touch with us or include the necessary photo’s will likely make any claim unsuccessful and we will not be able to repair, replace, discount or refund your order. The claim process can take up to 30 days.