Faulty, Incorrect or Damaged? Fix It Fast | A H Spares

The quickest route to a fair outcome

If something arrived damaged, missing, incorrect, or not working as expected, start here. Send us the details below and we’ll advise the quickest route to a fair outcome — replacement, refund, or inspection.

Faster resolution: send the right details the first time
Clear next steps: know whether you need to return anything
Less disruption: we’ll advise the best route (refund, replacement, or inspection)
Avoid delays: what carriers normally need for damage claims

Before you do anything else

Report it quickly: missing, incorrect or damaged items must be reported within 72 hours of delivery (or within 3 working days — whichever comes first).
If the parcel appears damaged: write “Parcel Damaged” on the delivery note before signing.
If the damage is severe: you may refuse the delivery and contact us straight away.
Do not fit or modify the part until you’ve contacted us, where practical.
Keep all packaging (outer box, labels, padding) if there is transit damage.
Take photos straight away — packaging, labels, and the item itself.

Faulty or incorrect items – important

Please contact us first so we can agree the correct return method.
Do not return items without contacting us, unless advised to do so.
If a fault or incorrect supply is confirmed, we will arrange a replacement or refund and cover the return postage (using the method we agree with you).

Send us this first

Order number (or invoice reference)
Your contact details (email + phone)
Part number(s) and quantity affected
What happened (damaged, incorrect, missing, suspected fault)
Photos (see below)
Preferred outcome (replacement, refund where applicable, or advice)

If we need anything returned, we’ll confirm the correct method and what to include inside the parcel.

Photo guidance (helps speed things up)

Outer packaging: show any crushing, tears, or impact marks
Shipping label: clear photo showing tracking/label details
Inner packaging: how the item was protected
The item: clear close-ups of the fault/damage and a wider shot
Incorrect item: photo of the item received plus its label/part markings

Common scenarios

Damaged in transit

Please contact us as soon as possible and keep all packaging. Photos of the packaging and labels are often essential for carrier claims and the quickest resolution.

Missing items / shortages

Check the parcel contents and paperwork, then contact us with your order number and what’s missing. If there are multiple parcels, let us know which have arrived.

If an order arrives in multiple parcels, please only sign for what has actually been delivered.

Incorrect item supplied

Send us a photo of what you received (including any labels/markings) and the part number you expected. We’ll advise the next step and whether a return is required.

Suspected fault

If you believe a part is faulty, please contact us with details of the vehicle/model, the issue you’re seeing, and any relevant photos. Where practical, avoid fitting or modifying the part until we’ve advised the correct route.

Refunds and replacement handling depend on the circumstances and may involve inspection. For more information, see Refunds.

FAQs

How quickly should I report damage or missing items?

Missing, incorrect or damaged items must be reported within 72 hours of delivery (or within 3 working days, whichever is sooner). Keeping packaging and sending photos promptly helps us resolve transit issues quickly.

Do I need to return the item before you can help?

Not always. In some cases we can advise from photos and order details first. If a return or inspection is required, we’ll confirm the correct next steps.

What photos are most useful?

Clear photos of the outer box, shipping label, inner packaging, and the item (close-up and wider shot). If the wrong item was supplied, include any labels/markings on the item received.

What if I’ve already fitted the part?

Contact us with the details and photos where possible. If the part has been used, modified or damaged during fitting, it may affect the available options. We’ll advise the best route.

Is this different from a standard return?

Yes. Faults, incorrect supply, damage in transit and shortages should be reported through this route. If the item is not faulty/damaged and you simply no longer need it, use Return an Item.

Will I get a refund or a replacement?

It depends on the situation and what’s most appropriate after review (and inspection where required). Refund handling is explained on our Refunds page.

For the legal basis of returns, cancellations and refunds, please refer to our Terms & Conditions.

Report an Issue

The quickest option is to contact us with your order number, part number(s), and photos where relevant. Please don’t send anything back until we’ve confirmed the next step.