Delivery information

1) Delivery area & timing

• Area: Mainland UK (England, Wales, mainland Scotland). We do not currently deliver to NI, Channel Islands, IOM, IOW or Scottish islands.
• Standard lead time: typically 1–3 working days Mon–Fri, subject to stock and carrier capacity.
• Upgrades: AM/PM, timed and Saturday services may be available for a surcharge (see Delivery page for current rates).
• If no specific date is agreed, we will deliver without undue delay and within 30 days of your order.
• Delivery windows are estimates. Carriers usually operate 08:00–18:00 and may be affected by traffic/roadworks. We cannot accept liability for consequential loss (e.g., labour costs) arising from delay—see section 11.

2) How pallet deliveries are made

• Deliveries are kerbside using a tail-lift and manual pump truck. Goods are offloaded to the nearest safe point by the property boundary.
• Surfaces must be hard, flat and level (e.g., tarmac, concrete, block paving). Pump trucks cannot roll on gravel, grass, soft ground, steep slopes or over kerbs.
• Drivers cannot use cranes/HIABs or move goods to the rear of properties where access is unsuitable.

3) Access & safety

• Please ensure suitable access for a large goods vehicle and a safe, level delivery point. The driver’s assessment of safety/access is final.
• Examples preventing delivery: narrow lanes, parked vehicles, low branches or cables, soft verges, steep gradients, or unsafe ground.
• We strongly recommend waiting until delivery is completed before booking labour/equipment.

4) If you can’t be at home

• You may leave written authority to leave in a visible place (e.g., front door). This acts as your signature and acceptance of risk at the location stated.
• Where no safe place is available and no-one is present to sign, the carrier may return the pallet to the depot and redelivery/return charges may apply.

5) Failed delivery, redelivery & surcharges

• If delivery fails due to unsuitable access/surfaces or no authorised person present, redelivery or return charges set by the carrier will be payable.
• Remote mainland postcodes may incur surcharges and/or extended lead times (see Delivery page).

6) Inspection on delivery

• Please inspect goods on arrival. Note any visible damage/shortage on the driver’s device/paperwork before signing and take clear photos. Notify us promptly (ideally within 24 hours) so we can assist with a carrier claim.

7) Wrongly supplied, wrongly ordered & cancellations

• Our error: If we deliver incorrect goods, we will arrange collection or you may refuse the delivery at no cost to you.
• Wrongly ordered / cancelled after dispatch: We can arrange collection or accept a refused delivery; all transport costs (outbound + return) are chargeable at the carrier’s rate unless we’re at fault.
• Please double-check product, quantity, access and contact details before ordering to minimise costs and delays.

8) Returns & refunds (consumer distance sales)

• You may cancel within 14 days of delivery (the cooling-off period). After telling us you’re cancelling, you have a further 14 days to return the goods.
• We’ll refund the product price + our basic (cheapest) outbound delivery cost within 14 days of receiving the goods back or evidence of return, whichever is earlier. If you chose a premium delivery upgrade, we refund only the basic cost.
• Return postage (change of mind): unless we agree otherwise, you pay the cost of returning the goods. We make this clear before you buy.
• We may deduct for any diminished value resulting from handling beyond what’s necessary to check the goods’ nature, characteristics and functioning (as in a shop).
• Exclusions: the cooling-off right does not apply to bespoke/personalised items, sealed goods not suitable for return if unsealed (health/hygiene), or items that become inseparably mixed with other goods after delivery.

9) Faulty or misdescribed goods (statutory rights)

• You have a 30-day short-term right to reject faulty goods for a full refund.
• After 30 days, we’ll repair or replace within a reasonable time. If that’s impossible or fails, you may be entitled to a price reduction or refund. Your statutory rights under the Consumer Rights Act 2015 are unaffected.

10) Loose loads (equestrian & bulk)

• Supplied via 8-wheel tipper (up to ~10t) or high-volume walking floor (up to ~22t). Ensure firm tipping areas, turning space and overhead clearance.
• Access constraints must be disclosed at quotation; waiting time, aborted delivery or part-loads may incur haulier charges.
• Because loose materials are typically used or inseparably mixed on tipping, the cooling-off right will normally not apply after tipping. Please inspect the load before tipping begins and ask the driver to pause if there’s an issue.

11) Risk, title & liability

• Risk passes on physical possession as described in section 2. Title passes upon full payment.
• We are not liable for indirect or consequential loss (e.g., labour costs) arising from delay or failed delivery, so far as permitted by law.
• Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, or your statutory rights.

12) Governing law

These terms are governed by the law of England & Wales. If you live in Scotland, you may bring proceedings in your local courts. Your local mandatory consumer protections apply.

If anything here doesn’t fit your order or you need clarification, contact us before dispatch so we can help.