DELIVERY POLICY
This Delivery Policy explains how orders placed with Hugh Crane (Cleaning Equipment) Ltd are dispatched and delivered.
Different statutory rights may apply depending on whether you are purchasing as a consumer or as a business customer.
Delivery Charges
Delivery charges are calculated using a combination of:
- The contents of the consignment, including whether goods are hazardous;
- Order value;
- Weight;
- Delivery postcode;
- Delivery method selected; and
- Any applicable product-specific surcharges.
Delivery of standard products is free of charge on orders over £75 excluding VAT (£90 including VAT where the goods are subject to 20% VAT), subject to the exclusions below.
Orders of £75 excluding VAT or less are charged delivery at the current applicable rate. The delivery charge will be shown at checkout before the order is completed.
Orders containing hazardous products, bulky items, oversized items or palletised products may be subject to additional delivery surcharges. Any applicable surcharge will be shown at checkout or otherwise confirmed before the order is completed.
The delivery options and charges available for your order will be displayed or confirmed before the order is completed.
For consumer orders, applicable delivery charges and VAT will be shown in accordance with current pricing requirements.
Where a delivery charge has been omitted or calculated incorrectly because of a technical or website error, Hugh Crane (Cleaning Equipment) Ltd reserves the right to correct the delivery charge after the order has been placed. We will contact you before applying any additional charge. If you do not wish to proceed at the corrected delivery cost, you may cancel the order and receive a full refund of any amount already paid.
Delivery Services
Our usual delivery services are:
- 1-2 working days
- 3-5 working days
Working days are Monday to Friday and exclude UK public holidays.
While we aim to deliver within the stated delivery timeframe, delivery times are estimates only unless we have expressly agreed a guaranteed delivery date or service with you. Delays may occur as a result of external courier operations or other circumstances outside our reasonable control.
Where you pay for a non-guaranteed delivery service, the delivery charge is not automatically refundable solely because the estimated delivery timeframe is missed. This does not affect your statutory rights, including where a delivery date or period was expressly agreed or where a guaranteed delivery service was purchased and not provided as agreed.
Certain products, delivery locations and postcodes may require additional transit time. Selecting a 1-2 working day service does not guarantee delivery within this period where the destination is subject to carrier restrictions or extended transit times.
Order Cut-Off Times
Our usual order cut-off for dispatch using the 1-2 working day service is 12:00pm on working days.
Orders placed after this time will normally be processed on the next working day.
Hazardous products ordered for the 1-2 working day service must also be ordered by 12:00pm.
Stock availability, product type and carrier restrictions may affect same-day dispatch.
Delivery Times
Our carriers normally deliver between 09:00 and 17:00 on working days.
Unfortunately, we cannot guarantee an exact delivery time unless a specific timed service has been arranged.
Where available, AM, timed or Saturday deliveries can be arranged on request and will be priced individually.
Any special delivery requirements or restrictions at the delivery address should be provided when placing your order.
Dispatch & Tracking
Where tracking is available, we will send a dispatch notification by email containing your tracking information.
Tracking information is provided by the carrier and may not always provide an exact delivery time.
Hazardous Goods
Certain hazardous products are subject to additional carrier restrictions and delivery requirements.
Hazardous goods must be signed for on delivery.
Additional delivery charges or restrictions may apply depending on the product and destination.
Large & Palletised Deliveries
Large machinery and palletised goods may be delivered using a specialist carrier or pallet network.
Please ensure:
- Suitable access is available for the delivery vehicle;
- Someone is available to accept the delivery where required; and
- We are informed in advance of any access restrictions or special delivery requirements.
Additional charges may apply where specialist delivery arrangements are required.
Missed or Failed Deliveries
Please ensure that the delivery address provided is accurate and that someone is available to receive goods where a signature is required.
Where a delivery cannot be completed because of circumstances within the customer's control, such as:
- Nobody being available to accept a signed-for delivery;
- Incorrect delivery information;
- Restricted access that we were not informed about; or
- Refusal of delivery without valid reason.
We may charge the reasonable additional carriage costs incurred for redelivery or return of the goods.
This does not affect your statutory rights where delivery has failed due to an error by Hugh Crane (Cleaning Equipment) Ltd or the carrier.
Nominated Neighbours, Safe Places & Parcel Shops
If you specifically instruct Hugh Crane (Cleaning Equipment) Ltd or the carrier to deliver your order to a named neighbour, nominated safe place or parcel shop, you accept the risks associated with that delivery instruction.
Where delivery is completed correctly in accordance with your instruction, neither Hugh Crane (Cleaning Equipment) Ltd nor the carrier will be responsible for loss, theft or damage occurring after delivery, except to the extent that liability cannot legally be excluded.
For consumer orders, this does not apply where a carrier independently leaves goods in a safe place, with a neighbour or at another location without your authorisation. In those circumstances, your statutory rights and the statutory rules on passing of risk continue to apply.
Checking Your Delivery
We strongly recommend checking all deliveries for visible signs of damage before accepting them.
Where there is clear evidence of significant transit damage, please refuse the delivery where reasonably practical and contact us immediately.
If damage is discovered after delivery, please retain:
- The goods;
- All internal packaging;
- The outer carton or pallet; and
- Any labels attached to the packaging.
Please take photographs of the goods and packaging and notify us at:
sales@hughcrane.co.uk
We ask that transit damage is reported as soon as possible and preferably within 24 hours of delivery so that we can investigate the matter promptly with the carrier.
For consumer customers, failure to report damage within 24 hours does not remove any statutory rights you may have in relation to damaged, faulty or non-conforming goods.
Signing for or accepting a delivery does not prevent a consumer from exercising applicable statutory rights where damage was not apparent at the time of delivery.
Consumer Deliveries
For consumer purchases, goods remain at Hugh Crane (Cleaning Equipment) Ltd's risk until they are delivered into the physical possession of you or a person you have identified to receive them, subject to the exceptions provided by law.
Unless a different delivery period has been agreed, consumer orders will be delivered within the timescale required by applicable consumer law.
Where a particular delivery date or period has been expressly agreed and delivery does not take place as agreed, you may have additional statutory rights.
Nothing in this Delivery Policy restricts those rights.
Consumer Delivery Charges & Returns
Where a consumer exercises a valid statutory right to cancel an eligible online order, our Returns, Refunds & Exchanges Policy applies.
Where applicable, we will refund:
- The price paid for the returned goods; and
- The cost of the standard delivery service.
If you selected a more expensive delivery option, such as express, timed or other premium delivery, only an amount equivalent to the standard delivery charge will be refunded.
For the purposes of refunds, standard delivery means the least expensive delivery option offered for the order at the time of purchase.
The additional cost of any premium delivery service is non-refundable where permitted by law.
For change-of-mind returns, the consumer is responsible for the cost of returning the goods unless otherwise required by law.
Where goods are faulty, damaged or incorrectly supplied, please refer to our Returns, Refunds & Exchanges Policy for details of collection and return arrangements.
Business Customer Deliveries & Returns
Consumer cancellation rights do not apply to purchases made wholly or mainly for business, trade or professional purposes.
For approved business returns of unwanted or incorrectly ordered goods:
- Only the accepted value of the goods will be refunded;
- Original delivery charges are non-refundable;
- The business customer is responsible for return carriage; and
- Any delivery charge for an exchange or replacement item is payable by the customer unless otherwise agreed.
Where goods are faulty, damaged or incorrectly supplied, the arrangements set out in our Returns, Refunds & Exchanges Policy will apply.
Business customers should inspect deliveries promptly and notify us of any transit damage as soon as reasonably possible, preferably within 24 hours, together with photographs of the goods and packaging.
Deliveries Outside the UK
Deliveries outside the UK are arranged on an individual consignment basis.
Please contact us before ordering if delivery is required outside the UK so that we can confirm availability, carriage costs and any applicable delivery arrangements.
Changes to Delivery Charges
Delivery rates may change from time to time as carrier charges, fuel costs, product classifications and other delivery costs change.
The delivery charge applicable to your order will be the charge displayed or agreed before your order is completed.
Contact Us
If you have a question about a delivery, please contact:
Hugh Crane (Cleaning Equipment) Ltd
South Walsham Road
Acle
Norwich
NR13 3ES
Email: sales@hughcrane.co.uk
Telephone: 01493 688250
Nothing in this policy is intended to exclude or restrict any statutory rights that cannot legally be excluded or restricted.
Last updated: September 2026
