What to Do if a New Car is Delivered with Scratches

Buying a brand-new car is one of the most exciting feelings — the smell, the shine, the fresh interiors — everything feels perfect. But that joy can quickly fade if you notice scratches or dents on your new car at the time of delivery. It’s frustrating, right? You’ve just spent your hard-earned money, and the car doesn’t look flawless. So, what should you do if your new car is delivered with scratches or paint damage? Don’t panic. Here’s a comprehensive guide to handling the situation smartly and ensuring you get what you paid for.

Before you accept the car, always do a detailed visual inspection in daylight. Walk around the car slowly and check every panel — the doors, fenders, bumpers, bonnet, and roof. Use your phone’s flashlight if needed. Look for any scratches, dents, or paint differences. If possible, take someone with you who knows cars well. Many buyers get so excited that they miss these minor damages upon delivery. But once you sign the documents and drive off, it becomes difficult to prove the damage happened before delivery.

If you spot anything, inform the showroom representative immediately before accepting the car.

If the new car is delivered with scratches or dents, don’t rush to take it home. Politely refuse to sign the delivery documents. Instead, ask the dealer to make an official note of the issue in their job card or delivery report. Dealerships are obligated to deliver the car in perfect condition. So, if you find paint damage, dents, or scratches, you have every right to reject the delivery until the issue is resolved. In some cases, the dealer may offer to fix the damage in their body shop. That’s fine, but make sure you get everything in writing — including the type of repair, timeline, and whether they’ll repaint or replace the panel.

When you notice damage, take clear photos and videos from different angles. Capture close-up shots of scratches, dents, or paint defects and record a short video walking around the car.

This documentation helps you prove that the car was delivered with damage and not scratched later after you took delivery. It’s your best defense if there’s any disagreement with the dealer or manufacturer.

If the scratches are minor, you can request a professional repair from the dealership. For deep scratches or visible dents, ask for panel replacement instead of repainting. Repainting might slightly affect the original factory finish.

If the damage is big or visible on multiple panels, you can even demand a replacement vehicle. Most reputable brands will support the customer if the complaint is genuine. Stay calm but firm when communicating your concern.

If the dealership isn’t cooperating or tries to convince you that it’s a “minor issue,” escalate the matter. Contact the manufacturer’s customer care team through email or phone. Provide them with your car’s VIN, photos, and all communication records. When the company gets involved, dealers usually act faster to resolve the complaint. Brands don’t want bad customer experiences at the start, so they usually support quick resolution for new car damage before delivery.

Many people make the mistake of getting the car fixed at a local workshop to save time. But that’s not a good idea. Your car is brand new, and getting it repainted outside can void parts of your warranty or make it look mismatched later. Always insist that the dealer do the job at an authorized service center with factory-grade paintIf the damage is too deep or visible, push for replacement instead of local repair.

Sometimes, new car scratches after delivery happen during transportation from the stockyard or while unloading the car carrier. These small damages are usually repaired by the dealer before delivery, but sometimes they miss it.Ask your sales advisor if the car was recently unloaded or parked long at the yard. This gives you an idea of when the damage might have occurred.

Always ensure that the scratch or dent is officially noted on the delivery inspection report or pre-delivery inspection form. This is important proof if you need to escalate the issue later or demand repair under warranty.

After the repair or replacement, carefully check the car again before signing off. Make sure the paint matches perfectly, and the panel alignment is proper. If you’re unsure, you can also take help from a trusted CarVaidya expert for a professional inspection before taking final delivery. This small step ensures your car looks and feels brand new — just the way it should be.

The best way to avoid receiving a car with scratches from the showroom is by doing a PDI before delivery. Most car enthusiasts recommend inspecting the car at the dealer’s yard before registration. If you find damage, then the dealer can allot another car instead of repairing the existing one.

It’s disappointing when your new car is delivered with scratches, but it’s not the end of the world. Stay calm, take photos, and report the issue immediately. Don’t accept the car until you’re satisfied with the resolution.

Remember, you paid for a brand-new car, not a repaired one — and you have every right to demand a flawless delivery.

If you ever feel unsure or need expert advice, CarVaidya can guide you through inspections, claims, and after-sales support to ensure you get the best experience from your new car journey.