Damaged or faulty items on arrival

If your item has arrived damaged or you suspect it's faulty, we'll help you get it sorted.

What counts as damage versus normal appearance

It's helpful to understand what we can and can't put right, so you know what to expect.

Physical damage in transit

Physical damage that occurs during delivery includes:

•        Impact dents (where the metal has been deformed from a knock or drop)

•        Cracks in the material (visible breaks in the surface or structure)

•        Splits or tears in metal seams

•        Visible paint chips or deep scratches where the paint and protective coating have been removed

This type of damage usually has clear visual signs and often appears in one localised area of the can.

Manufacturing faults

A manufacturing fault is a defect that originates during production, not during delivery. Signs of a manufacturing fault include:

•        Water leaking from the can at rest (not during pouring) with no visible impact damage

•        Malformed seams or joints that weren't correctly sealed during manufacture

•        Incorrect assembly where components aren't properly aligned or attached

•        Persistent leaking at the ferrule interface with no visible deformation or damage to either the spout ferrule or the attachment ferrule

Manufacturing faults are typically not accompanied by signs of impact or external damage.

Normal cosmetic variation on arrival

Some variation in appearance is normal and not a defect. This includes:

•        Galvanised steel appearance: Unpainted hot dip galvanised steel emerges from the galvanising process with a bright, reflective zinc surface. During storage and transport, this surface begins to oxidise and may develop a mottled grey appearance or uneven toning. This is a natural protective process, not damage, and does not affect the can's performance.

•        Slight colour variation: There may be slight differences in shade or tone across the can's surface, particularly on galvanised or painted surfaces.

•        Light surface marks: Minor scratches or scuffs that don't penetrate the protective coating are normal wear and do not indicate a defect.

•        Brass or copper patina: Brass and copper items oxidise naturally over time and may show variation in colour from golden through to darker tones when they arrive. This is a natural protective layer.

These variations are cosmetic and do not affect how the watering can performs in use.

What to do if you think there's a problem

If your item has arrived with what you believe is damage or a fault, get in touch with photos if possible. 

When describing the issue, include:

•        Where on the can the damage appears

•        Whether there are signs of impact (dents, cracks, paint damage)

•        What the issue is (does water leak from the can at rest, does the can pour normally, is there a problem with an attachment fitting)

•        Any photos showing the affected area

What happens next

Once you've contacted us, one of our team will be in contact with you to discuss the next steps. 

For physical damage that occurred in transit, we'll arrange a replacement or refund. For suspected manufacturing faults, we'll ask questions to help diagnose the issue. For cosmetic variation, we can explain what's normal and what isn't.

Most issues can be resolved quickly without needing you to return the item first.