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Our logistics team are happy to assist.
At ARC Thermal Solutions, we take care to ensure that all products leave us in excellent condition and are securely packaged for transit.
However, all deliveries are handled by third-party carriers. For this reason, it is essential that goods are inspected immediately upon arrival and before installation, use or onward transportation.
This ensures that any transit damage or discrepancies can be resolved quickly and efficiently.
Carriers operate strict time limits for reporting damage or shortages.
If issues are not identified and reported promptly, claims may be rejected by the carrier, which can delay or prevent resolution.
For this reason, inspection on delivery is a critical step in protecting both parties.
Before accepting delivery:
If packaging appears intact, you may accept delivery and proceed to internal inspection.
If packaging is visibly:
You must refuse delivery.
Clearly mark the carrier’s delivery note as:
“DAMAGED – REFUSED”
Accepting obviously damaged goods without notation may invalidate a subsequent claim.
Where packaging appears sound, open the cartons and check:
Control units and wiring (where accessible)
Do not install products until inspection is complete.
Any of the following must be reported in writing within 24 hours of accepting delivery:
Reports must be sent to:
Failure to notify us within 24 hours may result in the goods being deemed accepted in good condition.
All required photographic evidence must be supplied at the same time as the report, and within the same 24-hour period following acceptance of delivery.
To allow us to process claims efficiently, the following photographic evidence must be submitted:
Clear, well-lit photographs significantly speed up claim resolution and help avoid delays.
For full contractual terms relating to transit, liability and reporting obligations, please refer to our Delivery Policy and Terms & Conditions.
Once we receive your report and supporting evidence:
Our objective is always to resolve matters efficiently and minimise disruption.
Where no written notification is received within 24 hours of delivery, goods may be deemed accepted in full and in good condition.
This aligns with standard carrier claim procedures.
Please ensure that someone competent is available to receive and inspect the delivery at the specified address.
Inspection should take place prior to installation, commissioning or relocation of the goods.
We’re here to help and support you.
Get in touch with us for more information or to talk through any questions
