First, take a deep breath—it happens sometimes, and we’re here to make it right. If your bench order arrives damaged, the very first step is to inspect the damage as soon as the delivery is made. Don’t throw away any packaging or boxes, as they often contain important information for processing your claim.
Next, you should take clear photos of the damage from multiple angles: the crushed corner, the bent leg, the scratched surface—whatever it is. Also, snap a picture of the shipping label and the overall condition of the box. These images are your best friend when filing a claim with the shipping carrier or with our customer service team.
Once you have the documentation ready, contact us directly—either through our website’s live chat, via email, or by phone. Please have your order number handy. Within 24 hours, we’ll review your photos, verify the damage, and take the next steps. In most cases, we will arrange a full refund or a free replacement bench, depending on your preference.
If the damage is minor—say, a small scratch that doesn’t affect stability—we may offer a partial refund as a goodwill gesture, so you can keep the bench and still save some money. If the damage is more serious, like a broken leg or a cracked seat, we will send a prepaid return label (or schedule a pickup) and ship out a new bench right away at no extra charge.
The entire process usually takes 3-5 business days from the time we receive your claim. And don’t worry about return shipping fees—those are on us. Our goal is to make this as stress-free as possible, so you can finally have that perfect bench in your garden, on your patio, or by your front door.
Remember: damaged upon arrival is never your fault. We stand by our products and will do everything we can to make it right. Just let us know, and we’ll handle the rest.