---
title: What should I do if my item arrives damaged?
description: Find out what to do if your order arrives damaged or faulty.
---

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1. [The Pitchmark Group Help Centre](https://help.thepitchmarkgroup.com/knowledge-base?hsLang=en-gb)
2. [Returns, Damages & Issues](https://help.thepitchmarkgroup.com/knowledge-base/returns-damages-issues?hsLang=en-gb)
3. [Damaged Items](https://help.thepitchmarkgroup.com/knowledge-base/returns-damages-issues?hsLang=en-gb#damaged-items)

# What should I do if my item arrives damaged?

## Help with damaged or faulty deliveries.

If your order arrives damaged, faulty, incomplete, or incorrect, please contact us as soon as possible so we can investigate and help resolve it.

Please include:  
\- Your order number  
\- The email address used at checkout  
\- A short description of the issue  
\- Photos of the damaged item, packaging, pallet, or delivery label where possible

Photos are especially helpful for courier claims, pallet damage, leaking containers, split bags, missing items, or incorrect products.

Please do not dispose of damaged goods or packaging until we have advised you, as we may need this information to resolve the issue with the courier or supplier.

Once we have reviewed the details, we will advise on the next step. This may include a replacement, refund, collection, or another suitable resolution depending on the issue.

- [Delivery & Tracking](https://help.thepitchmarkgroup.com/knowledge-base/delivery-tracking?hsLang=en-gb#main-content)

    - [Order Tracking](https://help.thepitchmarkgroup.com/knowledge-base/delivery-tracking?hsLang=en-gb#order-tracking)
    - [Delivery Times](https://help.thepitchmarkgroup.com/knowledge-base/delivery-tracking?hsLang=en-gb#delivery-times)
    - [Failed Deliveries](https://help.thepitchmarkgroup.com/knowledge-base/delivery-tracking?hsLang=en-gb#failed-deliveries)
    - [Delivery Charges](https://help.thepitchmarkgroup.com/knowledge-base/delivery-tracking?hsLang=en-gb#delivery-charges)
    - [Collection](https://help.thepitchmarkgroup.com/knowledge-base/delivery-tracking?hsLang=en-gb#collection)
    - [Delivery Instructions](https://help.thepitchmarkgroup.com/knowledge-base/delivery-tracking?hsLang=en-gb#delivery-instructions)
    - [Partial Deliveries](https://help.thepitchmarkgroup.com/knowledge-base/delivery-tracking?hsLang=en-gb#partial-deliveries)
    - [Delivery Locations](https://help.thepitchmarkgroup.com/knowledge-base/delivery-tracking?hsLang=en-gb#delivery-locations)
- [Orders & Payments](https://help.thepitchmarkgroup.com/knowledge-base/orders-payments?hsLang=en-gb#main-content)

    - [Order Changes](https://help.thepitchmarkgroup.com/knowledge-base/orders-payments?hsLang=en-gb#order-changes)
    - [Purchase Orders](https://help.thepitchmarkgroup.com/knowledge-base/orders-payments?hsLang=en-gb#purchase-orders)
    - [VAT Invoices](https://help.thepitchmarkgroup.com/knowledge-base/orders-payments?hsLang=en-gb#vat-invoices)
    - [Stock Availability](https://help.thepitchmarkgroup.com/knowledge-base/orders-payments?hsLang=en-gb#stock-availability)
    - [Placing Orders](https://help.thepitchmarkgroup.com/knowledge-base/orders-payments?hsLang=en-gb#placing-orders)
    - [Order Confirmation](https://help.thepitchmarkgroup.com/knowledge-base/orders-payments?hsLang=en-gb#order-confirmation)
    - [Order Issues](https://help.thepitchmarkgroup.com/knowledge-base/orders-payments?hsLang=en-gb#order-issues)
    - [Payments](https://help.thepitchmarkgroup.com/knowledge-base/orders-payments?hsLang=en-gb#payments)
- [Returns, Damages & Issues](https://help.thepitchmarkgroup.com/knowledge-base/returns-damages-issues?hsLang=en-gb#main-content)

    - [Returns](https://help.thepitchmarkgroup.com/knowledge-base/returns-damages-issues?hsLang=en-gb#returns)
    - [Damaged Items](https://help.thepitchmarkgroup.com/knowledge-base/returns-damages-issues?hsLang=en-gb#damaged-items)
    - [Refunds](https://help.thepitchmarkgroup.com/knowledge-base/returns-damages-issues?hsLang=en-gb#refunds)
    - [Missing Items](https://help.thepitchmarkgroup.com/knowledge-base/returns-damages-issues?hsLang=en-gb#missing-items)
    - [Wrong Item Ordered](https://help.thepitchmarkgroup.com/knowledge-base/returns-damages-issues?hsLang=en-gb#wrong-item-ordered)
    - [Pallet Returns](https://help.thepitchmarkgroup.com/knowledge-base/returns-damages-issues?hsLang=en-gb#pallet-returns)
- [Trade & Bulk Orders](https://help.thepitchmarkgroup.com/knowledge-base/trade-bulk-orders?hsLang=en-gb#main-content)

    - [Bulk Orders](https://help.thepitchmarkgroup.com/knowledge-base/trade-bulk-orders?hsLang=en-gb#bulk-orders)
    - [Trade Accounts](https://help.thepitchmarkgroup.com/knowledge-base/trade-bulk-orders?hsLang=en-gb#trade-accounts)
    - [Quotes](https://help.thepitchmarkgroup.com/knowledge-base/trade-bulk-orders?hsLang=en-gb#quotes)
    - [Pallet Orders](https://help.thepitchmarkgroup.com/knowledge-base/trade-bulk-orders?hsLang=en-gb#pallet-orders)
- [Product Advice](https://help.thepitchmarkgroup.com/knowledge-base/product-advice?hsLang=en-gb#main-content)

    - [Product Selection](https://help.thepitchmarkgroup.com/knowledge-base/product-advice?hsLang=en-gb#product-selection)
    - [Moss & Lawn Problems](https://help.thepitchmarkgroup.com/knowledge-base/product-advice?hsLang=en-gb#moss-lawn-problems)
    - [Seasonal Advice](https://help.thepitchmarkgroup.com/knowledge-base/product-advice?hsLang=en-gb#seasonal-advice)
    - [Weather & Application](https://help.thepitchmarkgroup.com/knowledge-base/product-advice?hsLang=en-gb#weather-application)
    - [Grass Seed](https://help.thepitchmarkgroup.com/knowledge-base/product-advice?hsLang=en-gb#grass-seed)
    - [Fertiliser](https://help.thepitchmarkgroup.com/knowledge-base/product-advice?hsLang=en-gb#fertiliser)
    - [Lawn Renovation](https://help.thepitchmarkgroup.com/knowledge-base/product-advice?hsLang=en-gb#lawn-renovation)
    - [Coverage & Calculations](https://help.thepitchmarkgroup.com/knowledge-base/product-advice?hsLang=en-gb#coverage-calculations)
    - [Safety & Suitability](https://help.thepitchmarkgroup.com/knowledge-base/product-advice?hsLang=en-gb#safety-suitability)
- [Sports & Line Marking](https://help.thepitchmarkgroup.com/knowledge-base/sports-line-marking?hsLang=en-gb#main-content)

    - [Football Pitch Marking](https://help.thepitchmarkgroup.com/knowledge-base/sports-line-marking?hsLang=en-gb#football-pitch-marking)
    - [Pitch Maintenance](https://help.thepitchmarkgroup.com/knowledge-base/sports-line-marking?hsLang=en-gb#pitch-maintenance)
    - [Line Marking Paint](https://help.thepitchmarkgroup.com/knowledge-base/sports-line-marking?hsLang=en-gb#line-marking-paint)
- [Professional-Use Products](https://help.thepitchmarkgroup.com/knowledge-base/professional-use-products?hsLang=en-gb#main-content)

    - [Restricted Products](https://help.thepitchmarkgroup.com/knowledge-base/professional-use-products?hsLang=en-gb#restricted-products)

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