Damaged, Faulty or Missing Items

Tell us promptly if something is wrong. Clear photographs, packaging images and component labels usually allow us to identify the quickest solution.

 

At delivery

  • Check the number of packages and visible condition before the driver leaves.
  • Record visible packaging, product or property damage on the delivery paperwork.
  • Take clear photographs before removing packaging where possible.
  • Do not discard damaged packaging until we confirm it is no longer required.

 

How quickly to report

Please report visible transit damage, the wrong item or missing packages within 24 hours of delivery. Report concealed damage or missing components as soon as reasonably possible after unpacking. These timeframes help us investigate with the courier but do not remove statutory rights that apply beyond them.

 

Evidence we may request

  • Full product photographs and close-ups of the issue.
  • Images of all external packaging and delivery labels.
  • A short video showing a mechanism, motor, noise or alignment problem.
  • Photographs of assembly steps where incorrect installation may be relevant.
  • The component number from the assembly guide.

 

How we may resolve the issue

Depending on the circumstances and your legal rights, we may provide a missing component, replace a defective part, arrange a repair, send a specialist assembler, replace the product, offer a price reduction or issue a refund. A part-based repair is often the fastest practical remedy, but IMAANI will not state that you must accept it where the law gives you another remedy.

 

Assembly problems

If the product is correct and complete but self-assembly has not been carried out in accordance with the instructions, we may offer a specialist assembly visit for £99.99. This charge does not apply where the difficulty is caused by a product fault, missing part, incorrect instruction or failed paid assembly service.

 

Property damage

Record property damage on the delivery document, photograph it and contact both IMAANI and the courier promptly. We will help investigate responsibility. Nothing in our delivery process excludes liability where it would be unlawful to do so.

 

Your consumer rights

Goods must be of satisfactory quality, fit for purpose and as described. Depending on the timing and circumstances, you may have rights to reject, repair, replacement, price reduction or refund. The warranty is additional to these rights, not a replacement for them.