Damaged Shipment or Temperature Concern
Contact customer service if a shipment arrives damaged or you have a temperature concern. Give the order reference and identify the affected products and lots. Report promptly so the available evidence can be reviewed; this request does not replace or shorten applicable statutory rights.
Preserve what can be examined safely
Keep the parcel, label and packaging where safe. Photograph the external damage and readable identifiers without unnecessary handling. For leaking, broken or otherwise compromised containers, follow the applicable safety instructions and your organisation's procedures.
Keep affected material identifiable and out of use pending assessment. Do not return it through an ordinary parcel route until appropriate instructions have been agreed.
Include the details that distinguish the concern
| Damage or missing-item concern | Temperature concern |
|---|---|
| Affected item and container | Product, lot and required storage condition |
| Observed damage or discrepancy | Known event times and observations |
| Delivery date and time | Logger or other measurement record, if present |
| Safe photographs | Device location and any gaps in the history |
| Packaging retained | Agreed transit arrangement, if one was confirmed |
A feeling that a parcel is warm is an observation, not a complete temperature history. The excursion guide helps describe the distinction accurately.
Attach the relevant receiving and inspection record so the original delivery observations remain available with the enquiry.
Keep the requested outcome and technical assessment separate
State whether you need a missing-item check, return instructions, document clarification or assessment of affected material. Customer service coordinates the case; matters needing a final business decision go to the Director.
Do not infer that a return has been approved, that a replacement has been reserved or that the material is suitable for use until the relevant response is given. Keep that response with the order record.
For cancellation or refund rights, see returns and refunds. For a suspected lot-level analytical problem, use the quality complaint route.
Other records for this assessment
| Resource | Why open it |
|---|---|
| UK Shipping, Tracking and Delivery | Check delivery arrangements and the order-specific enquiry route. |
| Order & Technical Support | Route an existing-order or technical issue. |