What if a mirror arrives damaged?

Photograph the damage — both the carton exterior showing the transit damage and the mirror damage itself. Email the photographs to VUELUXE with your order reference number within 14 days of delivery. A replacement mirror is dispatched within 2 business days of the email — no forms required, no courier return label, no complex claim process. Keep the damaged mirror until VUELUXE advises otherwise, as it is used for the freight insurance claim against the carrier.

The 14-day no-form replacement — how it works

The no-form replacement process is designed for exactly this situation. The name describes the process: you do not fill in a form, you do not send the mirror back before a replacement is sent, you do not wait for a lengthy assessment period. You photograph, email, and receive a replacement. This is the standard VUELUXE process for transit damage and DOA (dead on arrival) units.

The 14-day window starts from the delivery date as confirmed by freight tracking. Deliveries should be unpacked and inspected promptly — the window exists to allow for reasonable unpacking and inspection time, not to allow mirrors to sit in packaging for weeks before being checked. Inspect within the first week of delivery where possible.

Exactly what to photograph

For transit damage claims, you need two sets of photographs. The first set covers the carton: photograph the carton exterior showing the damage (crushed corner, puncture, collapsed section), and if you noted the damage on the delivery docket, photograph the docket showing your notation. The carton photographs are used for the freight insurance claim against the carrier.

The second set covers the mirror: photograph the mirror face in full from arm’s length, then close-up photographs of each specific damage point — chip, crack, scratch, frame damage. Use good lighting (daylight or a worksite light held to the side to show surface damage more clearly). The close-up photographs should allow the VUELUXE team to assess the extent and nature of the damage without physically inspecting the unit.

Do not discard the packaging before the claim is resolved. The original packaging — foam inserts, backing material, carton — may be needed for the freight claim. Keep all packaging materials until VUELUXE confirms the claim is closed.

What happens after you submit photos

The VUELUXE warranty team reviews the photographs on the day of receipt (or next business day if received after hours). For clear transit damage claims — visible carton damage corresponding to mirror damage — the replacement is approved immediately and dispatched within 2 business days. You receive a confirmation email with the replacement order reference and a tracking number when dispatched.

The replacement is sent via the same freight route as the original order — tracked road freight using specialist glass freight handlers. Delivery time after dispatch depends on your state: 1 day for VIC metro, 1–3 days for eastern states, up to 7 days for WA and TAS. The replacement is sent at no cost to the trade account.

What about the damaged mirror

Keep the damaged mirror — do not dispose of it. VUELUXE uses the damaged unit to support the freight insurance claim against the carrier. The carrier is liable for transit damage and VUELUXE recovers the replacement cost through the freight insurance claim. If you dispose of the damaged mirror before the freight claim is resolved, VUELUXE cannot complete the insurance claim and may not be able to recover the cost.

In most cases, VUELUXE will ask you to hold the damaged mirror for 4–8 weeks while the freight claim is processed. After that period, VUELUXE will advise whether to dispose of the mirror or arrange collection (collection is rare for smaller items — disposal is the more common outcome).

What if the damage is noted after 14 days

If transit damage is discovered after the 14-day no-form window, the claim moves to the standard warranty assessment process. This takes longer (3–10 business days for assessment) and may require more documentation, as the freight carrier claim window will have also closed. The mirror may still be replaced under warranty depending on the nature of the defect, but the rapid 2-business-day dispatch does not apply.

This is the primary reason to unpack and inspect promptly after delivery. A 14-day window is generous, but it runs from the delivery date — not the installation date. Mirrors should not sit in packaging on-site for weeks before inspection. Make mirror inspection a standard part of delivery receipt procedure on all projects.

Proactive steps to reduce transit damage claims

VUELUXE uses specialist glass freight handlers for all mirror consignments — not general courier networks. Mirrors are packed with foam-in-carton, not bubble wrap in an oversized box. The carton is rated for the mirror weight and size. Despite these measures, transit damage does occur in a small percentage of shipments, particularly for larger mirrors and long-distance routes.

For construction sites where the delivery point is an active worksite, request delivery to a lockable room or site office rather than a general delivery area. Unsupervised deliveries left in open areas are at higher risk of secondary handling damage by other trades. Confirm the delivery address includes a contact phone number so the driver can reach the site supervisor on arrival.

For step-by-step instructions on unpacking and inspecting mirrors on arrival, visit the inspection guide. For full warranty process details, visit the warranty process guide. For warranty transfer information if the mirror is being passed to a homeowner, visit the warranty transfer FAQ.