Start before you unload. Photograph the container, its seal and the load as the doors open. Then count, photograph and set aside every damaged carton and piece, and tell the factory and your insurer within the time limits in your contract and policy.
Good records decide whether you get pieces replaced or credited. Without them, a claim is your word against the factory's.
Before unloading
- Check the seal number against the bill of lading and photograph it.
- Photograph the doors as they open, showing the last row of cartons.
- Look for signs that the load moved: fallen cartons, crushed corners, wet patches.
- If damage looks serious, stop and call your insurer or a surveyor before unloading further.
During unloading
- Unload carefully, keeping cartons upright.
- Separate cartons that are crushed, torn or wet, and open them first.
- Photograph each damaged piece in its carton, then out of it, with the carton label in view.
- Record model, quantity and type of damage on a simple sheet.
- Keep broken pieces and their cartons until the claim is settled.
Hidden cracks
Some damage is not visible. A hairline crack may only show when the piece is filled with water. Before you sell, inspect a sample of WCs closely, and wipe dark ink over suspect areas, then clean it off; ink stays in cracks. Fill the bowl and check for leaks on a sample.
Tell your customers and installers to report cracks before installation. A crack found after installation is harder to prove as factory or transit damage.
Who to claim from
This depends on the cause and your contract. Breakage within the agreed allowance is usually your cost. Breakage above it, or factory cracks, goes to the factory. Transit damage beyond that may be an insurance claim. Our guide on sanitaryware breakage rates explains how allowances work.
The steps for a formal claim are the same as for tiles. Our guide on making a tile breakage claim sets out the documents you need.
Notify quickly
- Send the factory photos, the damage sheet and the packing list within the contract's time limit.
- Notify your insurer as the policy requires, often within days of delivery.
- Note damage on the delivery receipt from the trucker or depot if cartons arrive visibly damaged.
- Keep copies of all messages and documents.
Learn from it
Look for patterns: one model, one position in the container, or one type of damage. These point to the cause. Share them with the factory so the next load is packed and loaded better. Our article on checking a tile container on arrival has a fuller checklist.
Next step
We help importers prepare claims and fix the packing and loading problems behind them. To discuss your shipments, book a free sourcing review.