Repairer lost or damaged my item: what can I do?
Notify the UK seller or repairer in writing, preserve handover and condition evidence, and ask where the item was lost or damaged. Request a specified replacement or compensation supported by records and quotations. Check the repair agreement before accepting a settlement. Ask Cambridge China Bridge to help identify a matching factory replacement.
Record what you handed over
Before handover, photograph the item, identifying label, existing fault, visible marks and accessories. Keep the purchase invoice, repair authorisation and correspondence. Ask for a signed receipt recording its condition, serial number, included parts, agreed work and receiving business. For collection, retain packing photographs, tracking and delivery confirmation.
If the item is already missing or damaged, reconstruct the handover from emails, photographs, tracking and witnesses. Request the repairer's intake record and photographs. Keep the original fault separate from new damage: an item sent for repair was not necessarily fully working, but its condition still needs documenting.
Trace responsibility through the repair arrangement
Identify the business that agreed to repair the item, the business that received it and anyone who transported or subcontracted the work. If the seller arranged the repair, ask it to explain the arrangement and handle your complaint. If you appointed an independent repairer, start with that repairer. Ask each business for its written account rather than accepting an unexplained referral to the Chinese factory.
Build your business claim around the repair agreement and evidence. Collect the job sheet, warranty, collection instructions and applicable terms. Ask which wording the business relies on if it denies responsibility or limits payment. Our UK seller supply terms guide covers warranty costs and liability clauses; ask a solicitor to assess disputed wording and responsibility.
Report the incident and preserve evidence
Send a written complaint identifying the item, repair reference, handover date and what has happened. Request confirmation of its location, the last recorded movement, the incident account and the proposed resolution. Ask the business to preserve intake records, workshop photographs, tracking, relevant camera footage and subcontractor correspondence.
For new damage, photograph the returned item and packaging before further work. Ask for an independent assessment separating the original fault from repair-related damage, with a quotation for putting it right. Ask the repairer to retain removed parts and avoid disposal or further alterations while the cause is investigated. Keep a record of reasonable steps taken to reduce disruption.
Make a supported replacement or compensation request
State your preferred outcome: locating and returning the item, repairing the new damage, supplying an agreed equivalent, or paying compensation. Support the request with its condition before handover, purchase records and current repair or replacement quotations. Present additional expenses separately with receipts and explanations. Treat these as requested settlement items, and seek advice on disputed recoverability.
For a replacement, specify model, revision, capacity, accessories, compatibility, condition, warranty and delivery arrangements. Compare these with the item handed over before agreeing. Our spare parts and after-sales guide helps with factory compatibility checks. Cambridge China Bridge's staff in China can help confirm the specification and availability of a factory replacement.
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Escalate with a clear claim file
Give the business a reasonable requested response date and ask for its final written position if agreement fails. Assemble the repair agreement, handover evidence, incident correspondence, assessment and calculation of your request. Use our claim preparation guide for organising the file. Before accepting a settlement, check whether its wording closes other outstanding issues.
Independent mediation is an option instead of making a court claim for money. If considering court action, ask a solicitor to check the correct defendant, legal basis, recoverable losses and applicable procedure. Scotland and Northern Ireland have different court claim processes. Complex claims may need legal advice.
Frequently asked questions
What if I have no repair handover receipt?
Collect emails, photographs, courier tracking, delivery confirmation and witness details. Ask the repairer for its intake record, job sheet and photographs, and identify any gaps honestly.
Should I complain to the seller or the repairer?
Start with the business that agreed to arrange or perform the repair. Ask who received the item and whether work was subcontracted. Keep the seller involved if it arranged the repair.
Can I ask for a new replacement if my item was used?
You can request one, but document the item's age, condition and original fault. Specify an acceptable equivalent and support your request with quotations. Ask a solicitor to assess any disputed entitlement.
What if the repairer offers less than replacement cost?
Ask for its calculation and the contract wording it relies on. Supply comparable quotations and evidence of condition. Check settlement wording before accepting, and consider mediation or legal advice.