Everest Beds Property Damage Policy
Delivery Access, Property Protection and Damage Claims
At Everest Beds, we take care when delivering goods to our customers’ homes. To help ensure a safe and smooth delivery, customers are responsible for making sure that the delivery route is clear, safe and suitable before our delivery team arrives.
This includes, but is not limited to:
- Removing fragile items, ornaments, mirrors, pictures, lamps, plants and other valuables from the delivery route.
- Protecting flooring, carpets, walls, banisters, door frames and other surfaces where necessary.
- Making sure there is enough space for the goods to be safely carried through hallways, stairs, doorways and rooms.
- Informing us before delivery of any tight access, narrow staircases, restricted parking, fragile flooring, newly decorated areas or other risk factors.
- Ensuring children, pets and other obstacles are kept away from the delivery route while the delivery is taking place.
Our delivery team may refuse to carry items into a room where they reasonably believe access is unsafe, unsuitable, too narrow, or likely to cause damage to the customer’s property, the goods, or our delivery team.
Where a customer asks our delivery team to proceed despite tight, restricted or risky access, the delivery may proceed at the customer’s own risk, provided our delivery team considers it safe to do so. In these circumstances, Everest Beds will not be responsible for damage caused by restricted access, insufficient clearance, lack of floor or wall protection, pre-existing damage, or the customer’s instruction to proceed despite the risk.
Nothing in this policy excludes or limits our liability where damage is caused by our delivery team’s proven negligence, lack of reasonable care and skill, or where the law does not allow liability to be excluded.
Reporting Property Damage
Any alleged property damage must be reported to the delivery team before they leave the property, wherever possible.
If the damage is noticed after the delivery team has left, the customer must notify Everest Beds as soon as reasonably possible, and preferably within 24 hours of delivery, so that we can investigate the matter properly.
Late reports may make it difficult for Everest Beds to verify what happened, especially where the delivery team was not made aware of the issue at the time of delivery.
To investigate a property damage claim, we may ask for:
- The order number and delivery date.
- A clear explanation of what damage is being claimed.
- Photos showing the damage close up.
- Photos showing the wider area and where the damage is located.
- Photos or video showing the delivery route, including stairs, hallways, doors and flooring.
- Confirmation of whether the issue was raised with the drivers before they left.
- Any CCTV, doorbell footage, or witness information if available.
- Any relevant repair quote or invoice.
Customers should not carry out non-urgent repairs before Everest Beds has had a reasonable opportunity to review the claim, unless the damage creates a safety issue or urgent repair is required to prevent further loss.
Investigation Process
When a property damage claim is received, Everest Beds will review the evidence provided by the customer and may also review:
- Delivery team statements.
- Delivery notes.
- Photos taken by the delivery team.
- Proof of delivery records.
- Any access issues noted at the time of delivery.
- Whether the customer signed or confirmed delivery without reporting damage.
- Whether the alleged damage is consistent with the delivery route and the goods delivered.
Where liability is not clear, Everest Beds may request further evidence, ask for repair quotes, send an independent repair specialist, or refer the matter to our insurer.
For claims above a reasonable minor repair amount, Everest Beds may request two independent itemised repair quotes before making any decision.
Settlement and Compensation
If Everest Beds accepts responsibility for property damage caused by our delivery team, we will offer a fair and reasonable resolution based on the actual damage caused.
This may include one or more of the following:
- Arranging a repair through our own approved repairer.
- Paying a reasonable repair cost.
- Contributing towards a repair where responsibility is shared or unclear.
- Offering a goodwill payment without admission of liability.
- Referring the matter to our insurer.
Everest Beds will not automatically pay for full replacement of an entire room, full flooring, full decoration, or unrelated works where only a specific area has been damaged, unless this is reasonably required and supported by evidence.
Any compensation will be based on the reasonable cost of putting right the damage caused, not on betterment, upgrades, unrelated improvements, or replacement of undamaged areas.
Everest Beds reserves the right to reject claims that are unsupported, exaggerated, inconsistent with the delivery evidence, reported late without good reason, or where the damage appears to be pre-existing or unrelated to the delivery.