Standard Delivery & Returns Conditions
5.1 Collection of Goods
Where Goods are to be collected by the Customer, collection must take place within 5 working days of the Customer being notified that the Goods are available. Full payment of any outstanding invoice balance must be made prior to collection.
5.2 Failure to Collect or Accept Delivery
If the Customer fails to collect the Goods or accept delivery within 21 working days of being notified of their availability, the Company may, at its discretion, terminate the Contract, retain any deposit paid and resell the Goods.
5.3 Storage Charges
The Company reserves the right to charge storage fees for any Goods not collected or accepted for delivery within 5 working days of notification of availability. Storage charges will continue to apply until collection or delivery takes place.
5.4 Delivery Method and Refusal
The Company reserves the right to deliver the Goods in whole or in instalments and may deliver prior to any estimated delivery date. The Customer must not refuse delivery without prior written agreement. Any refusal of delivery will result in additional charges, including but not limited to storage and re-delivery costs.
5.5 Instalment Delays
Any failure by the Company to deliver an instalment within a specified time shall not entitle the Customer to cancel or repudiate the Contract in respect of any remaining undelivered Goods.
5.6 Delivery Location and Scheduling
The Customer is responsible for confirming the accuracy and suitability of the delivery location at the time of order. Any delivery dates provided are estimates only and remain subject to the Company’s operational discretion, in accordance with clause 5.4.
5.7 Damage in Transit
Any visible damage or breakage must be reported in writing within 48 hours of delivery. Claims submitted outside this timeframe may not be accepted. The Company reserves the right to request supporting evidence, including photographs.
5.8 Loss or Delay in Transit
In the event of loss of Goods in transit or significant delivery delay, written notice must be provided to the Company within 7 days of the invoice date, with any formal claim submitted within 14 days.
5.9 Estimated Delivery Dates
Any despatch or delivery date provided by the Company is an estimate only and shall not form part of the Contract unless expressly agreed in writing.
5.10 Carriage and Routing
Carriage charges are excluded unless otherwise agreed in writing. Where delivery is included, the Company reserves the right to determine the delivery route. Any special routing requested by the Customer will incur additional charges.
5.11 Part Deliveries
The Company may deliver and invoice for any portion of the Goods separately unless otherwise agreed in writing.
5.12 Failure to Accept Delivery
If the Customer is unable to accept delivery when the Goods are ready, the Company may arrange storage at the Customer’s risk and expense. Additional charges will apply for storage and any subsequent re-delivery attempts.
5.13 Incorrect Orders
Goods incorrectly ordered by the Customer will be subject to a 20% re-stocking charge.
5.14 Returns of New Goods
New Goods may not be returned unless agreed in advance in writing. Any approved returns must be in perfect, resalable condition. A 20% re-handling charge will apply to cover administration and processing costs.
5.15 Ground Floor Delivery Only
Delivery shall be made to the nearest accessible point on the ground floor only, provided there is clear and level access. Delivery above ground floor level or to basements is not included unless expressly agreed in writing.
5.16 Unpack and Position Service
Where an “Unpack and Position” service has been requested, this service applies to ground floor locations only and requires clear, flat and level access. If suitable access is not available, delivery will default to kerbside only.
5.17 Access Responsibility
Where delivery requires passing through doorways or access points, it is the Customer’s responsibility to ensure that sufficient access is available prior to delivery. Any doorway used for delivery must have a minimum height clearance of 2 metres.
5.18 Vehicle Access Requirements
Deliveries are carried out using vehicles of up to 18 tonnes. The delivery location must be accessible to vehicles of this size. Any access restrictions must be clearly stated at the point of purchase, including but not limited to parking restrictions, pedestrianised areas, narrow roads, low bridges or other physical obstructions.
5.19 Failed Delivery Due to Inaccessibility
Failure to notify the Company of any vehicle or site access issues at the time of order may result in a failed delivery. Any failed delivery due to inaccessibility will incur additional charges. Customers are advised to contact one of the Company’s advisors prior to purchase for clarification.
5.20 Kerbside Delivery
Unless an additional service such as “Unpack and Position” has been purchased, all deliveries are made on a kerbside-only basis at the nearest accessible point. Additional services are subject to availability and additional cost.
5.21 Access Measurement and Returns
Customers must ensure that all access points to the premises are measured in advance to confirm that the Goods will fit. Where Goods cannot be taken into the premises due to insufficient access, this will be treated as a failed delivery. Any returned Goods will be subject to a re-stocking charge in accordance with clause 5.13, in addition to any failed delivery charges.
