Damaged or missing items
Last updated 18 September 2026
Damage in transit and short shipments are rare but they happen. Reporting them quickly makes them straightforward to resolve, because carriers impose their own deadlines on claims.
Report within 48 hours
Please report damage or missing items within 48 hours of delivery. Beyond that window the carrier may refuse a claim, which limits what we can do.
What to send us
- Your order number
- Which item is affected, and whether it is damaged or missing
- Photographs of the outer packaging, including any damage and the shipping label
- Photographs of the item itself and of the internal packing
Send these to sales@kafasupply.com with "Damaged or missing" in the subject line.
Keep the packaging. Do not discard the box or internal packing until the claim is settled. Carriers frequently ask to inspect it, and a claim without packaging is usually rejected.
Visible damage on delivery
If a parcel or pallet is obviously damaged when the driver is still present, note the damage on the delivery paperwork before signing, or refuse the delivery. Signing clean for a visibly damaged shipment makes a carrier claim considerably harder.
What happens next
- We acknowledge your report within one business day.
- Where the item is in stock, we dispatch a replacement without waiting for the carrier claim to conclude.
- Where a replacement is not available, we offer a refund.
- We handle the carrier claim ourselves. You are not asked to deal with the carrier.
Wrong item supplied
If you have received something you did not order, contact us and we will arrange collection at our cost and send the correct item. Please do not use or fit the incorrect item.