Delivery day
What to do when your Omnitub arrives
Every Omnitub is handmade in our Somerset workshop and fully insured in transit. In the rare event something is damaged on the way, a few minutes on delivery day make it quick to put right. Here's what to check, and when.
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1
Before you sign: look at the pallet and the wrap
- All our deliveries are kerbside, so your tub or tray arrives on a pallet at the kerb. Before you sign, walk round it. Look for torn or holed wrap, crushed corners, or a broken or tipped pallet.
- If you can see damage, note it with the driver on their paperwork or device before you sign, and photograph it there and then.
- If you don't spot anything until after you've signed, or the driver can't wait, still report it — signing for your delivery doesn't limit your legal rights.
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2
Unwrap and inspect within 48 hours, not on installation day
- Please don't leave it wrapped until your installer arrives. Within 48 hours of delivery, open the wrap carefully and check every surface: inside, the rim and flange, the edges and the outside. Please report any transit damage within those 48 hours — it lets us act quickly and claim from the carrier. It's a request to help us, not a limit on your legal rights: if you find damage later, still report it.
- Once you're happy, keep the packaging and re-cover the tub or tray to protect the finish until it's fitted. Please don't fit anything you think is damaged. Let us sort it first.
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3
Photograph it
- The pallet and wrap as they arrived, before you open anything.
- The delivery label.
- The whole item in one frame.
- Each damaged area close up: in focus, in good light, not shot into the light, with the damage filling the frame.
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4
Report it through OmniCare
- Go to omnicare.omnitub.co.uk, have your order details to hand, and add your photos.
- OmniCare logs your report, and we take it from there. It works from photos, so clear photos are all we need.
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5
Courier parcels: wastes and smaller items
- Wastes, and anything else that arrives by courier parcel rather than on a pallet (a panel, for example), get the same check. Look at the box before you sign if you're asked to. Please check the contents and the finish within 48 hours, photograph any damage, report it through OmniCare, and keep the packaging.
Report damage through OmniCare
Your legal rights
Nothing on this page limits your legal rights, and the 48 hours above is a request, not a deadline on them. If you bought as a UK consumer, the Consumer Rights Act 2015 applies: if a product arrives faulty, damaged in transit or not as ordered, you have a 30-day right to reject it for a full refund; after that, the right to a repair or replacement, and if that doesn't put it right, a price reduction or a final right to reject. This includes made-to-order and customised items. We arrange and pay for the return carriage.
Trade and commercial orders are supplied under our Rules of Business. If a trade item arrives faulty, damaged or not as ordered, we will always put it right.
If you bought from outside the UK, the consumer or sale-of-goods law that applies to your purchase is not limited by this checklist either.
Full details: Refund & Returns policy
A question that isn't about damage? Talk With Us: info@omnitub.co.uk · +44 1934 751200 · WhatsApp.