Delivery & Returns

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 25% 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 25% re-handling charge will apply to cover administration and processing costs. These charges are non-negotiable.

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.

Delivery Timing & Site Requirements

5.22 Delivery Hours and ETAs
Standard deliveries are carried out between 08:00 and 17:00, Monday to Friday. Offices are closed on Saturdays; no amendments can be made on the day of delivery. ETAs provided are estimates only and remain subject to change.

5.23 Premium Delivery Service
Our Premium Service is aimed at, but does not guarantee, next-day delivery. Typical turnaround is 1–3 working days. Please note that Midlands, Highlands, coastal cities and rural areas are notoriously less reliable — extended delivery times should be expected for these areas.

5.24 Waiting Time on Delivery
Each delivery is allocated a maximum of 15 minutes waiting time on site. After this window has elapsed, the driver will move on to the next delivery.

5.25 Pallet Deliveries and Handball
All pallet deliveries are assumed to be handball (physical removal of Goods by the Customer) and require a minimum of 3 people on site, unless a forklift is present at the delivery location. The driver will not assist with unloading.

5.26 High Value Items
High value items — including but not limited to chillers, freezers and vape cabinets — should be checked by the Customer while the courier is still on site.

5.27 Booking Shopfitters
The Customer should refrain from booking shopfitters or third-party installers until the Goods have been delivered and confirmed complete and undamaged. Maxshelf accepts no liability for costs arising from shopfitters booked prior to delivery.

Returns Conditions

5.28 Non-Returnable Items
The following items are non-returnable once delivered:

• Slatwall and Plain MDF Panels
• PVC Slatwall Accessories
• Black Shelving Components
• Wooden and Corian Worktops
• Any Acrylic Item & P.E.T.G. (including Vape Units, Pick n Mix)
• All Promo End & Gondola End Panels (including Bespoke Panels)
• Counter Side Panels (including Bespoke Panels)
• Security Doors
• LED Back Panels & LED Lighting
• Any Special Orders
• Wooden Units & Wooden Accessories
• All Ceiling Items & All Ceiling Materials
• All Flooring (all types)

5.29 Returns Window and Proof of Purchase
Returns are only accepted within a 14-day window after receipt of the Goods, and must be accompanied by original proof of purchase. Goods returned must be in their original packaging, undamaged, and in a re-sellable condition.

5.30 Returns Quantity Limit
Returns are subject to a quantity limit: no more than 10% of the quantity ordered per SKU may be returned.

5.31 Returns Processing Times
Returns are processed between 08:00 and 10:00 only. Goods may be offloaded outside these hours; however, this does not guarantee that the return will be accepted. Acceptance is dependent on completion of an inspection of the Goods.

5.32 Handling and Restocking Charges
All accepted returns are subject to a 25% handling and restocking charge to cover labour, handling and risk. This charge is non-negotiable.

5.33 Risk Acknowledgement
The Customer acknowledges that re-handling returned Goods increases the risk of scratches and scuffs, bent or damaged components, and health & safety hazards during restocking. The Customer agrees that reducing returns helps mitigate stock waste, dispatch delays, health & safety risks, and additional staffing costs.

5.34 Van Loading Liability
Although extra care is taken when loading, if the Customer nominates Maxshelf staff to load their van, Maxshelf accepts no liability for any damage to the vehicle or Goods.

5.35 Order Amendments After Picking
Any amendments made to an order after the picking of Goods has been completed will result in a handling fee.

This page summarises the standard delivery and returns terms applicable to orders placed with Maxshelf Ltd. Full terms are confirmed on the Customer Returns & Delivery Policy provided at the point of order.