Log Burner that has been returned arrived with retailer mysteriously damaged.

the_lunatic_is_in_my_head

Is the insurance assessor from the stove company or DHL?

Keep us updated if you can OP, always interesting to hear how these things turn out.

Fingers crossed for you  

Fuzzy16

The assessor is from DHL, yes I'll be updating in the future. Thank you for your help. 

Fuzzy16

One more question, the claims process takes  10 days(going on hols in a week) if they don't agree to pay out can I then go forward with the refund from the company, or will it be too late? 

the_lunatic_is_in_my_head

I makes sense to see what DHL say first.

(Assuming no other terms given by email/on paper) as the terms do not meet the required info you have 1 year and 14 days from delivery to cancel (or 14 days from when the trader does supply the correct info, unlikely in this case). 

Fuzzy16

**UPDATE**
After submitting 3 photos of the damage to DHL we had an email on 22/03/23 to say all the information had been passed to the decision making team with a view to a final outcome on 27/03/23, less than 24hrs later an email arrived apologising profusely for the damage in transit and offered us over £700 in damages, that covered the value of the stove and courier charge. Apparently the suppliers now want it in writing that we no longer have an interest in the stove, I'll make them wait for that. Good outcome. Thanks all for input. 

the_lunatic_is_in_my_head

wildz said:

**UPDATE**
After submitting 3 photos of the damage to DHL we had an email on 22/03/23 to say all the information had been passed to the decision making team with a view to a final outcome on 27/03/23, less than 24hrs later an email arrived apologising profusely for the damage in transit and offered us over £700 in damages, that covered the value of the stove and courier charge. Apparently the suppliers now want it in writing that we no longer have an interest in the stove, I'll make them wait for that. Good outcome. Thanks all for input. 

Thanks for updating us, glad to hear it was sorted pretty easily.

I would have thought the burner belongs to DHL as they are effectively paying for it (although I doubt they would want it).