Lost or damaged parcel policy

Damaged Parcels

If your parcel arrives damaged:

1. Photograph the packaging and item immediately

2. Email photos to sales@wallerbmx.co.uk within 48 hours

3. Keep all packaging until the claim is resolved

4. Do not use or install the item

We will contact the courier and assist with a replacement or refund where applicable.

Lost Parcels

If your parcel appears lost:

1. Contact us at sales@wallerbmx.co.uk

2. We will open an investigation with the courier

3. Investigations typically take 5-10 working days

4. Once confirmed lost, we will replace or refund your order

A parcel is considered “lost” only when the courier confirms it cannot be located.

Incorrect Addresses

If a parcel is lost or returned due to an incorrect address provided by the customer:

• Replacement shipping costs must be paid by the customer

• Refunds may be reduced by courier return fees and handling charges

Refused Deliveries

If a parcel is refused at delivery:

• The courier will return it to us

• Refunds will be reduced by return shipping fees

• Original shipping costs are not refunded