SANISTEEL Delivery & Returns Policy

Couriers

At Stainless Steel Cladding, we’ve carefully tested and selected a trusted network of efficient couriers and pallet hauliers capable of handling our unique material sizes, often referred to in the industry as “ugly freight.” We prioritize efficiency and quality, aiming to dispatch orders placed before 12:00 PM on the same day for next-day delivery where available. Due to the large dimensions of our products, mainstream couriers like DPD and UPS are unable to accommodate our shipments, which limits the ability to provide detailed tracking information.

Delivery Times

Most of our orders are dispatched on a next-day delivery service (postcode permitting), with delivery times typically between 8:00 AM and 6:00 PM. Please note that next-day delivery is not guaranteed. We strongly advise customers not to schedule installers until all materials have been safely received.

Where feasible, deliveries within our service area may be made using our dedicated Sani-Vans, allowing us to offer more precise arrival estimates. However, for nationwide and international orders, trusted couriers and pallet hauliers are generally used, and they do not provide specific estimated time of arrivals (ETAs).

Estimated Time of Arrival (ETA)

If you require an ETA, please contact us on the delivery day, and we will do our best to obtain one from the courier or haulier. While we will make every effort, ETAs are not guaranteed and may be limited to a general AM or PM window. For time-critical deliveries, please email us at info@StainlessSteelCladding.co.uk with your order and delivery details, and we will advise on the available services. However, please note that delivery times remain estimates and are not guaranteed.

If we cannot meet an agreed delivery date or delays occur, we will contact you promptly to discuss alternative delivery options. Missed deliveries will incur a redelivery charge at the courier or haulier’s cost. Drivers typically wait 10-15 minutes for the recipient. Please ensure all delivery and contact details are correct and provide any relevant information to assist the driver.

Despite our efforts to maintain reliable delivery services, unforeseen circumstances beyond our control may occasionally result in delayed deliveries.

Important: Please do not schedule installers until all materials have been delivered and checked.

Damages and Missing Items

While we take great care in packaging and protecting your materials, occasional damages or errors may occur. Upon delivery, please inspect your goods thoroughly:

Damaged Goods: Sign the delivery note or electronic proof of delivery (Epod) as “damaged” and inform us immediately. Photographic evidence is helpful for swift resolution.

Missing Items: Sign the delivery note or Epod as “missing” and notify us right away.

We will investigate the issue and arrange replacements as necessary. Please note that if goods are signed as “received in good condition,” we may not be able to replace damaged or missing items.

Returns

We accept returns provided the materials are received in resalable condition. After a warehouse inspection, we will confirm whether the returned items meet resale criteria. To request a return:

Returns Window: Returns are accepted within 14 days of purchase. Contact us immediately to notify us of your intention to return.We will provide a returns form and outline the returns process. The customer is responsible for organising and covering the costs of return shipping.

A 25% restocking fee will be deducted from the refund.

Cancellations: Orders can be canceled free of charge before dispatch by emailing info@StainlessSteelCladding.co.uk. If the order has already been dispatched, the return shipping cost will be deducted from the refund.

Delivery Guidelines

Offloading: Customers are responsible for ensuring suitable offloading equipment or labour is available upon delivery.

For palletized goods, deliveries are curb-side only and require a forklift or manual offloading by two capable persons. Pallet hauliers do not provide forklift trucks.

Smaller courier deliveries will be brought to the door by the driver.

Access Restrictions: Please provide any relevant information regarding access limitations (such as weight restrictions, parking constraints, or road width issues) in your order notes. Deliveries may be made using large vehicles, including articulated lorries. Failure to notify us of access restrictions may result in failed deliveries and redelivery charges.

We appreciate your cooperation and understanding to ensure smooth and successful delivery of your stainless steel cladding materials.