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    Damaged on Arrival (DOA) Policy

    Damaged on Arrival (DOA) Policy — digi4u

    Damaged on Arrival

    Damaged on Arrival (DOA) Policy

    At digi4u, we take care to inspect, handle and package our products before dispatch. However, we understand that items can occasionally arrive damaged or develop faults during their first test.

    If your order arrives damaged, contains a defective item or is missing a product, please contact our customer service team — we'll help you resolve the issue as quickly and fairly as possible.

    Report Within 48 Hours

    Trade customers must report visible delivery damage within 48 hours.

    Show the digi4u Security Logo

    Include our anti-counterfeit logo or security label in your photographs.

    Special Trade Battery Procedure

    Approved lithium battery DOA claims normally do not require the item to be returned.

    Reporting a Claim

    1. Reporting a Damaged Item

    If you discover that an item is damaged when opening your parcel, please take clear photographs and contact the digi4u customer service team. Please include your order number, affected product and a brief description of the problem.

    Your photographs should clearly show
    • The damaged product and the affected area.
    • The digi4u anti-counterfeit logo or security label, where present.
    • The original packaging and shipping label, where available.
    Trade Customers (B2B)

    Visible delivery damage, missing items and incorrect items must be reported within 48 hours of delivery, in accordance with the applicable trade terms.

    Retail Customers (B2C)

    We recommend reporting delivery damage within 48 hours wherever possible. However, reporting after this period does not automatically invalidate your claim or affect your statutory consumer rights.

    If a digi4u security label is missing or cannot be clearly photographed, please explain this when contacting us. Alternative evidence may be requested.

    Fragile Components

    2. Replacement Screens & Fragile Components

    OLED and LCD replacement screens are delicate components. We strongly recommend checking the condition of all screens before installation.

    Before installation, please

    1. Inspect the screen, glass, frame and flex cables for visible damage.
    2. Check that the connectors are intact.
    3. Carry out a preliminary functional test where safe and appropriate.
    4. Check the display and touchscreen response.
    5. Keep the original packaging and protective films wherever practicable.

    If you discover a cracked screen, display lines, black spots, touch faults or other defects, stop the installation process and contact digi4u.

    For Trade Account customers, photographs should clearly show the affected area and the digi4u security logo. Please report visible damage within 48 hours of delivery.

    Damage caused by improper installation, accidental impact, excessive pressure or misuse is not covered as a DOA defect. A genuine manufacturing fault, or a fault discovered after installation, will still be assessed under the applicable warranty terms and legal rights.

    Lithium Batteries

    3. Lithium Battery DOA Policy

    Trade Account Customers (B2B Only)

    For approved digi4u Trade Account customers, lithium batteries confirmed as DOA do not normally need to be returned. To submit a claim:

    1. Report the issue to our customer service team within 48 hours of delivery where it involves visible damage on arrival.
    2. Provide your order number and a description of the issue.
    3. Take clear photographs showing the affected battery and the digi4u anti-counterfeit logo or security label.
    4. Follow the verification instructions provided by our customer service team.

    Battery Flex Cable Verification — Trade Accounts Only

    As part of our trade DOA verification process, digi4u may request photographic evidence showing that a defective battery has been permanently taken out of service. For eligible claims, this may involve verification of a shortened or disconnected battery flex cable, subject to a prior safety assessment by our customer service team. This requirement applies only to approved Trade Account customers and must not be carried out unless digi4u has confirmed that the specific procedure is safe and appropriate for the battery concerned.

    Important Battery Safety NoticeNever cut, puncture, crush, open or otherwise modify a lithium battery that is swollen, leaking, punctured, overheating or visibly physically damaged. Do not charge, install or use a damaged battery. If there is any safety concern, stop handling the battery and contact digi4u. Alternative evidence may be accepted without requiring the battery or its cable to be modified.

    Retail Customers (B2C)

    Retail customers are not required to cut, shorten or disconnect lithium battery flex cables when submitting DOA claims. Please provide your order number, photographs of the affected product and a description of the issue. Our team will advise you on the next steps.

    Do not return a damaged lithium battery using an ordinary postal service without prior instructions from digi4u.

    Deliveries

    4. Missing, Incorrect or Damaged Deliveries

    If your parcel arrives with damaged packaging, please photograph the outer packaging and shipping label before opening it, where possible.

    If an item is missing or incorrect, please check your order confirmation and any additional parcel tracking information, as some orders may be sent in separate parcels.

    If the issue remains unresolved, contact our customer service team with your order number, the affected items and any available photographic evidence.

    Trade customers must report visible delivery discrepancies within 48 hours, in accordance with the applicable trade terms. Retail customers should contact us as soon as reasonably possible — their statutory consumer rights remain unaffected.

    Our Process

    5. How We Handle DOA Claims

    Once we receive your claim, our customer service team will review the information and supporting evidence. We may request additional photographs, a short video or further product information where reasonably necessary.

    For approved claims, we will arrange
    • A replacement product.
    • A refund.
    • Another remedy appropriate to the circumstances and applicable rights.

    Where an item needs to be returned, please contact us first to receive the appropriate return instructions. Where digi4u is responsible for supplying faulty or damaged goods, reasonable return costs will be covered as required by applicable law or agreed trade terms.

    Nothing in this policy affects your statutory consumer rights.

    Help

    6. Frequently Asked Questions

    Q1. How quickly should I report a damaged item?
    Trade customers must report visible delivery damage within 48 hours, under the applicable trade terms. Retail customers are encouraged to report within 48 hours, but their statutory rights remain unaffected.
    Q2. Why do I need to photograph the digi4u security logo?
    Our security markings help us identify the supplied product and investigate claims more efficiently. If the marking is missing or unreadable, please contact us for alternative verification.
    Q3. Can I install a replacement screen before reporting visible damage?
    We strongly recommend that you do not install a visibly damaged screen. Contact digi4u first to avoid causing further damage.
    Q4. Do Trade Account customers need to return faulty lithium batteries?
    For approved lithium battery DOA claims, returning the defective battery is not normally required. Please follow the verification and safety instructions provided by our customer service team.
    Q5. Do retail customers need to cut the battery flex cable?
    No. Retail customers are not required to cut or modify battery flex cables when making a DOA claim.
    Q6. Can I return a swollen or damaged battery by post?
    Do not arrange your own postal return for a swollen, leaking, overheating or physically damaged lithium battery. Contact digi4u for safe handling and return or disposal instructions.
    Q7. What happens if I report a problem after 48 hours?
    Trade claims will be reviewed under the applicable trade terms, taking into account the type of fault and the circumstances. Retail customers retain their statutory rights.
    Q8. Will I receive a refund or replacement?
    Once your claim has been reviewed, we will offer an appropriate remedy based on the circumstances, applicable terms and your legal rights.

    Need Help With a Damaged Item?

    Our customer service team is here to help with damaged deliveries, missing items and DOA claims. Please have your order number, product details and photographs ready when contacting us.

    Report a DOA Issue

    You can also contact us through our Contact Us page or your customer account.

    This policy should be read alongside our Returns & Warranty Policy, Delivery Information and Terms & Conditions. Nothing in this policy excludes or restricts statutory consumer rights.