Warranty, inspection and returns policy

Nothing we sell is held in a UK warehouse. Each order is placed with our factory partner against your confirmed specification, manufactured for you, shipped by sea and delivered to your site. Goods made to your order cannot be sold to anyone else, and sending them back to the factory is not practical.

This policy applies alongside our Terms of Sale. If the two differ, the Terms of Sale prevail.

When your goods are finished, and before they are loaded for shipping, we carry out a quality check and send you a pre-shipment report by email. It contains:

• photographs of the finished goods, including close-ups of the finish, welds, castors, seats, locks or other features specified on your order;
• a short video showing the goods and, where relevant, their operation;
• the quantity and the specification checked against your order confirmation;
• any point the inspector has noted, and how it was resolved.

You have three working days from the day the report is sent to review it. Approve it in writing and we ship. If you do not reply within three working days, the goods are treated as approved, so the shipment is not delayed. If you believe something does not match the order confirmation, say so in writing within the three working days, stating the exact point of difference; we investigate with the factory and have a genuine non-conformity corrected before shipping.

Once approved, the goods are accepted as conforming in specification, quality, finish and quantity. Anything visible or stated in the report cannot be the basis of a later claim.

Delivery is kerbside or to the tailgate. Before you sign:

1. Count the items against the delivery note.
2. Look for damage to packaging, frames, forks, baskets, castors and controls.
3. Write any damage or shortage on the delivery note and take photographs.

Report damage or shortage to sales@londonpallettrucks.co.uk within two working days of delivery with the order number, photographs of the packaging and the damage, and the model codes affected. Keep the packaging until we confirm the outcome. Where you report in time, we will at our option supply replacement parts, repair, replace the affected goods or credit the price paid for them.

Goods signed for as received in good condition, or damage reported after two working days, are treated as delivered complete and undamaged.

Each product is warranted for 12 months from the date of delivery, or the period stated on your quote if it is different, against defects in materials and workmanship in normal business use within the product's rated capacity, when installed, charged, maintained and operated in line with the manufacturer's manual.

Where a defect covered by the warranty is reported within the period, we will at our option:

• send replacement parts free of charge for you to fit, with instructions and video support where helpful;
• arrange a repair;
• replace the goods; or
• credit or refund the price paid for the affected goods.

Labour, fitting, travel, downtime and the cost of substitute equipment are not covered unless we agree them in writing. The warranty passes to no one but you and ends if the goods are sold on.

• Wear parts: wheels, castors, load rollers, tyres, brake pads, seals, hoses, cables, fuses, filters, bulbs, indicator batteries and similar parts that wear in normal use.
• Batteries and chargers beyond the battery manufacturer's own warranty, and any battery damaged by deep discharge, incorrect charging, water, heat or physical damage.
• Overloading and misuse: loads above the rated capacity, use on unsuitable surfaces or gradients, use outdoors where the product is not rated for it, collisions, dropping, forcing controls.
• Neglect: lack of routine maintenance, lubrication, cleaning or statutory inspection.
• Modification or unauthorised repair, including non-genuine parts.
• Contamination and environment: water ingress, chemicals, salt, food acids, extreme temperatures.
• Cosmetic wear: scratches, dents and marks from normal use, and variations in colour or finish within manufacturing tolerance.
• Anything visible in the pre-shipment report and approved by you.
• Faults reported more than 14 days after you first noticed them, to the extent the delay made them worse.

1. Stop using the product if continuing could make the fault worse or is unsafe.
2. Email sales@londonpallettrucks.co.uk with the order number, model code, the date the fault appeared, photographs or a short video, and a one-line description.
3. We reply in writing within two working days and may ask for more photographs or a simple check you can do on site.
4. We confirm the outcome in writing: parts, repair, replacement or credit, and the timescale.

Parts are shipped from our factory partner or from UK stock where we hold it, and the timescale is confirmed with the outcome.

Goods may be returned only where we have agreed in writing that they were damaged in transit or have a warranty defect that cannot be put right with parts or repair, and only with a written return authorisation from us. When we authorise a return:

• we arrange and pay for collection from the delivery address;
• the goods must be unused since the fault was reported, complete with all parts and documents, and packed for safe transport;
• we inspect the goods on return and confirm the replacement or credit in writing.

Goods sent back without authorisation are refused or held at your cost. We do not accept returns for change of mind, wrong choice, surplus quantity, late delivery, or any matter covered by the pre-shipment report.

Where we agree a credit or refund under this policy it is for the ex VAT price paid for the affected goods plus the VAT charged on them, paid by bank transfer to the account the payment came from within 14 days of our written confirmation. Deposits are refunded only where we agree in writing that an order cannot be supplied. Freight, duty and delivery charges already incurred are not refunded unless the whole order is credited because of our fault.

London Pallet Trucks Ltd sells to business customers only. Consumer legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, does not apply to our contracts. This policy does not affect any liability that cannot be excluded by law, including liability for death or personal injury caused by our negligence. Our full Terms of Sale set out the limits on our liability, the law that applies and how disputes are resolved.