What to do when a collected lot is missing parts
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If a lot appears to be missing an included item, pause the disputed part of the handover and compare it with the actual sale description. Record the difference before pieces are mixed with other purchases or moved away from the site.
Do not start by assuming either theft or a catalogue error. An accessory may be packed separately, explicitly excluded, attached to another part of the lot or genuinely missing. The immediate task is to establish the facts.
Check what was offered
Read the lot description, inclusion list and any approved amendments. Compare the asset and package references with the viewing notes and photographs.
A photograph can show items that the description excludes. Equally, a written inclusion may matter even if the accessory does not appear in the main photograph. Ask the organiser to resolve unclear scope rather than choosing whichever evidence suits one party.
The accessory reconciliation guide explains how small components should be tied to an asset before sale. Where that was done, use the references to check the storage or packing location.
Make a discrepancy record
Keep one record that both the site contact and sale organiser can understand.
| Field | What to record |
|---|---|
| Sale and lot | References identifying the transaction and asset |
| Expected item | Exact description or inclusion reference |
| Item found | Quantity, identity and observed difference |
| Evidence | Catalogue version, dated photos, viewing record and package labels |
| Time and people | When the difference was noticed and who was present |
| Immediate decision | Collection held, unaffected items released or another agreed step |
| Follow-up | Named owner, information needed and agreed response route |
Use factual language. "One accessory box not present at the allocated location" is more useful than "seller lost the accessories" when the cause has not been established.
Do not edit the original description or discard packaging that may help identify the missing part. Keep any later correction alongside the original evidence.
Agree how the collection proceeds
Tell the sale organiser promptly. Ask whether unaffected items can be collected and how any partial handover will be recorded. The collection tally should show exactly what left and what remains unresolved.
Where a substitute is proposed, compare its identity, condition and suitability through the appropriate process. Similar appearance is not proof of equivalence. Record the buyer's and organiser's agreed response rather than treating substitution as an automatic right.
Do not promise a refund, discount or later replacement on another party's behalf. Those outcomes depend on the facts, the applicable contract and law.
Keep the contractual question separate
Government guidance on implied and statutory rights distinguishes consumer transactions from business contracts. It notes that business contractual exclusions have legal limits. This guide cannot decide whether a particular auction term is effective or which remedy applies.
For a business purchase, review the actual terms and obtain advice where the disagreement is significant. Do not assume that "auction" eliminates every right or creates a universal return entitlement.
The buyer's discrepancy guide provides a related route for keeping evidence and raising concerns after purchase. Prompt, clear communication is more useful than an unsupported conclusion about liability.
If UK Auction Group is managing the sale, provide UK Auction Group with the lot reference, precise difference and evidence. Keep the affected items and records controlled until the next action is agreed.
Sources
This guide gives general information. Equipment-specific, legal, tax and safety decisions may need a qualified adviser or competent specialist. The guides do not promise sale prices, fees or results.