TERMS & CONDITIONS OF SALE
Last updated: September 2026
1. About Us
These Terms & Conditions of Sale apply to goods purchased from Hugh Crane (Cleaning Equipment) Ltd, referred to in these terms as "Hugh Crane (Cleaning Equipment) Ltd", "we", "us" or "our".
Registered office:
South Walsham Road
Acle
Norwich
Norfolk
NR13 3ES
Company number: 02059464
VAT registration number: 451210793
Email: sales@hughcrane.co.uk
Online & Ecommerce Enquiries: 01493 688250
Head Office: 01493 750072
Our website is hughcrane.co.uk.
2. Who These Terms Apply To
These terms apply to purchases made through our website and, where incorporated into the transaction, orders placed by telephone, email or other remote means.
Different rights apply depending on whether you are purchasing as a consumer or a business customer.
A consumer is an individual purchasing goods wholly or mainly for purposes outside their trade, business, craft or profession.
A business customer is a person or organisation purchasing goods wholly or mainly for business, trade or professional purposes.
Where a term applies only to consumers or only to business customers, this is stated clearly.
Nothing in these terms excludes or restricts any statutory right that cannot legally be excluded or restricted.
3. Other Policies
These terms should be read together with our:
Our Delivery Policy and Returns, Refunds & Exchanges Policy contain additional terms relating to orders and form part of the applicable sales arrangements.
Our Privacy Policy and Cookie Policy explain how we use personal information, cookies and similar technologies.
Separate terms apply to equipment hire and certain other specialist services supplied by Hugh Crane (Cleaning Equipment) Ltd.
4. Placing an Order
When you place an order with us, you are offering to purchase the goods shown in your order.
Before submitting an online order, you will have an opportunity to review your basket and correct errors.
After an order is placed, we may send an email acknowledging receipt. An acknowledgement does not necessarily mean that we have accepted the order.
Unless we expressly agree otherwise, a contract for an online order is formed when we confirm that the goods have been accepted for dispatch.
If we take payment before accepting an order and subsequently cannot accept the order, we will refund the amount paid.
Contracts through our website are concluded in English.
5. Accepting or Refusing Orders
We may refuse an order before acceptance where there is a reasonable reason to do so, including where:
- Goods are unavailable;
- A price or product information error has occurred;
- A delivery charge has been omitted or incorrectly calculated;
- We cannot obtain payment authorisation;
- We reasonably suspect fraud or unauthorised use of payment details;
- Delivery restrictions prevent us from supplying the goods;
- The goods are subject to legal, hazardous-goods or carrier restrictions; or
- We are unable to accept the order for another legitimate reason.
Where payment has already been taken for an order we do not accept, we will refund the amount paid to the original payment source only.
6. Products and Descriptions
We take reasonable care to ensure that product descriptions, specifications, photographs and other information displayed on our website are accurate.
Product photographs are for illustrative purposes. Colours, packaging and minor product details may vary because of manufacturing changes, screen settings or product updates.
Manufacturers may update specifications from time to time. We will not make a material substitution or material change to an accepted consumer order without informing you where required.
Nothing in this section affects a consumer's right to receive goods that are as described, of satisfactory quality and fit for any particular purpose made known to us where the law requires this.
Business customers are responsible for ensuring that goods are suitable for their intended commercial application, particularly where products are used in specialist industrial, manufacturing, food-hygiene or other professional environments.
Where you tell us about a particular requirement and reasonably rely on advice provided by us, nothing in these terms excludes any responsibility that cannot legally be excluded.
7. Prices and VAT
Prices are shown in pounds sterling.
For consumer purchases, prices and unavoidable charges will be displayed inclusive of VAT where required by law.
Business customers may be shown prices exclusive of VAT. VAT will be charged at the applicable rate.
Prices may change from time to time, but changes will not normally affect an order that we have already accepted.
If a product has been incorrectly priced because of an obvious website, administrative or technical error, we may contact you before accepting or dispatching the order and give you the option of purchasing at the correct price or cancelling the order.
We will not apply a revised price to an accepted consumer order without your agreement where the law does not permit us to do so.
8. Delivery Charges
Delivery charges are governed by our Delivery Policy.
Delivery of qualifying standard products is currently free on orders over £75 excluding VAT, subject to exclusions and applicable delivery-area requirements.
Orders of £75 excluding VAT or less are charged delivery at the applicable rate.
Hazardous goods, bulky products, oversized goods, machinery and palletised consignments may be subject to additional delivery charges or surcharges.
Applicable delivery charges will be displayed at checkout or otherwise communicated before the order is completed.
Delivery Charge Errors
Where a delivery charge has been omitted or incorrectly calculated because of a website or technical error, we reserve the right to correct it after an order has been submitted.
We will contact you before taking any additional payment.
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.
Further details are contained in our Delivery Policy.
9. Payment
Website payments are processed securely using Stripe.
Payment is normally required when placing an online order unless alternative terms have been expressly agreed.
We do not normally receive or retain your complete payment-card number.
Payments may be subject to security, fraud-prevention and authorisation checks.
If payment is declined or cannot be authorised, we are not obliged to dispatch the goods.
10. Product Availability
Products shown on our website may occasionally become unavailable or have longer lead times than originally expected.
Where goods are unavailable, we will contact you where appropriate and may:
- Provide an updated estimated availability date;
- Offer an alternative product, which you are not required to accept; or
- Cancel the affected item or order and refund any amount paid for goods that cannot be supplied.
Any alternative product will only be supplied with your agreement where required.
11. Delivery
Delivery is governed by our Delivery Policy.
Our usual services include 1-2 working day and 3-5 working day delivery services.
Unless we expressly agree that a delivery date or service is guaranteed, stated delivery periods are estimates.
Courier delays, product availability, hazardous-goods restrictions, delivery location, access restrictions and circumstances outside our reasonable control may affect delivery times.
This does not restrict any statutory rights that consumers may have where goods are not delivered within an agreed or legally required period.
Customers must provide an accurate delivery address and tell us about any relevant access or delivery restrictions.
Large machinery and palletised goods may require specialist delivery arrangements.
12. Delivery Damage
Please inspect goods for visible transit damage when reasonably possible.
Where substantial damage is apparent at the point of delivery, we recommend refusing the delivery where reasonably practical and contacting us promptly.
Where damage is discovered after delivery, please retain the product and packaging, take photographs and contact us as soon as possible.
We ask that transit damage is reported preferably within 24 hours so that we can investigate promptly with the carrier.
For consumers, failing to report damage within 24 hours does not remove any statutory rights relating to damaged, faulty or non-conforming goods.
Please see our Delivery Policy and Returns, Refunds & Exchanges Policy for further information.
PART A - CONSUMER CUSTOMERS
13. Consumer Rights
If you are purchasing as a consumer, your goods must meet the requirements of applicable consumer law.
This includes legal requirements relating to goods being:
- Of satisfactory quality;
- Fit for purpose where applicable;
- As described; and
- Supplied in accordance with the contract.
Nothing in these terms or any manufacturer warranty replaces or restricts those rights.
14. Consumer Right to Cancel Online Orders
Consumers purchasing eligible goods online will generally have the right to cancel without giving a reason within 14 days of receiving the goods.
You must inform us of your decision to cancel within the applicable cancellation period by making a clear statement that you wish to cancel.
After cancelling, you must return the goods within the period required by law.
Further information, including applicable exclusions, return-carriage arrangements and refund procedures, is contained in our Returns, Refunds & Exchanges Policy.
15. Consumer Change-of-Mind Returns
For a statutory change-of-mind cancellation, the consumer is normally responsible for the cost of returning the goods unless otherwise required by law.
You may inspect goods in the same general way you could reasonably inspect them in a shop.
If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality, we may make an appropriate deduction from the refund where this has reduced their value and where permitted by law.
Our voluntary return and exchange arrangements may impose additional requirements, including that goods are unused, in their original packaging and in fully sellable condition.
Those voluntary requirements do not restrict statutory consumer rights.
16. Consumer Delivery Refunds
Where a consumer validly cancels an eligible distance contract, we will refund the price of the qualifying returned goods together with the cost of our standard delivery service where required by law.
If you paid for a more expensive delivery option, such as express, timed or premium delivery, we only need to refund an amount equivalent to the least expensive standard delivery option available for the order.
If standard delivery was free and you chose to purchase an enhanced delivery service, the enhanced delivery cost will not normally be refunded.
Please see our Returns, Refunds & Exchanges Policy.
17. Faulty Consumer Goods
If goods are faulty, damaged, not as described or otherwise fail to conform to the contract, consumers may have statutory remedies including, depending on the circumstances:
- Rejection and refund;
- Repair;
- Replacement;
- Price reduction; or
- A final right to reject.
Where qualifying faulty goods need to be returned under your statutory rights, Hugh Crane (Cleaning Equipment) Ltd will arrange or cover the reasonable return or collection costs where required.
Please contact us before returning suspected faulty machinery or other large products.
18. Consumer Risk
Goods remain at our risk until they come into the physical possession of you or a person identified by you to receive them, except where the law provides otherwise.
If you independently appoint a carrier that was not offered by us as a delivery option, different statutory rules may apply.
Further information about nominated neighbours, safe places and parcel shops is contained in our Delivery Policy.
19. Our Liability to Consumers
Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for:
- Death or personal injury caused by negligence;
- Fraud or fraudulent misrepresentation;
- Breach of applicable statutory consumer rights; or
- Any other liability that cannot legally be excluded or restricted.
If we fail to comply with these terms, we are responsible for foreseeable loss or damage caused by that failure or by our failure to use reasonable care and skill.
Loss or damage is foreseeable if it was an obvious consequence of our breach or if both parties knew it might happen when the contract was formed.
Where you purchase as a consumer, we are not responsible for business losses arising from use of products for commercial purposes.
PART B - BUSINESS CUSTOMERS
20. Business Orders
The consumer rights described in Part A do not apply where goods are purchased wholly or mainly for business, trade or professional purposes.
Any quotation is valid for the period stated on it. If no period is stated, availability and price remain subject to confirmation before the order is accepted.
Unless expressly agreed otherwise in writing, these Terms & Conditions take precedence over terms submitted by a business customer in a purchase order or other document.
Any variation must be expressly agreed by an authorised representative of Hugh Crane (Cleaning Equipment) Ltd.
21. Business Payment Terms
Unless credit facilities have been approved in writing, payment is due before dispatch or as otherwise agreed.
For approved trade accounts, payment is due in accordance with the payment terms agreed for that account or shown on the relevant invoice.
Where a business payment is overdue, Hugh Crane (Cleaning Equipment) Ltd reserves the right to claim interest on overdue accounts at the rate of 2.5% per month above the Bank of England base rate, fixed compensation and reasonable recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 and other applicable law, unless an alternative contractual remedy has been expressly agreed.
We may suspend further deliveries or withdraw credit facilities where sums are overdue.
22. Business Delivery and Risk
For business customers, risk in goods will normally pass to the customer when the goods are delivered to the agreed delivery location, unless otherwise agreed in writing.
Business customers should inspect deliveries promptly and report shortages or transit damage as soon as reasonably possible, preferably within 24 hours.
The detailed delivery arrangements in our Delivery Policy apply.
23. Title to Goods - Business Customers
Unless otherwise agreed in writing, ownership of goods supplied to a business customer will not pass until Hugh Crane (Cleaning Equipment) Ltd has received cleared payment in full for those goods.
Until ownership passes, the business customer must take reasonable care of the goods and must not deliberately dispose of or encumber them in a way that prejudices Hugh Crane (Cleaning Equipment) Ltd's ownership rights.
Risk may pass before ownership.
Nothing in this clause affects any rights available to us under applicable insolvency, property or contract law.
24. Business Returns
Returns of unwanted, surplus or incorrectly ordered goods by business customers require prior approval from Hugh Crane (Cleaning Equipment) Ltd.
Approved business returns must normally be unused, complete, in their original packaging and in fully sellable condition.
Where goods are not returned in a sellable condition, Hugh Crane (Cleaning Equipment) Ltd may apply a restocking charge of up to 20% or refuse the return.
For approved business returns:
- The accepted value of the goods only will be refunded;
- Original delivery charges are non-refundable;
- The business customer is responsible for return carriage; and
- Replacement or exchange delivery charges are payable by the business customer unless otherwise agreed.
Bespoke, modified, personalised, special-order and non-stock products obtained specifically for a business customer may not be returnable.
Full details are contained in our Returns, Refunds & Exchanges Policy.
25. Faulty Goods and Business Warranties
Business customers should contact us before returning suspected faulty goods.
Products may be supplied with a manufacturer's warranty. The applicable warranty period, coverage and exclusions may differ between products and manufacturers.
Manufacturer warranty claims are also subject to section 29 of these Terms & Conditions.
Where a fault is accepted under an applicable warranty, contract or legal right, the appropriate remedy may include repair, replacement, credit or refund.
Warranty coverage does not normally extend to damage resulting from matters such as:
- Misuse;
- Accidental damage;
- Incorrect operation or installation;
- Inadequate maintenance;
- Unauthorised modification; or
- Normal wear and tear.
Any manufacturer warranty is subject to its own terms.
Nothing in these terms excludes any business rights or liabilities that cannot lawfully be excluded.
26. Business Customer Responsibility for Product Use
Business customers are responsible for:
- Selecting products suitable for their intended application;
- Following manufacturer instructions;
- Ensuring appropriate operator training;
- Observing applicable health and safety requirements;
- Using chemicals and hazardous products in accordance with their instructions and safety information; and
- Maintaining machinery in accordance with applicable servicing and maintenance requirements.
This does not exclude responsibility for representations or obligations that cannot legally be excluded.
27. Liability to Business Customers
Nothing in these terms limits or excludes liability for:
- Death or personal injury caused by negligence;
- Fraud or fraudulent misrepresentation;
- Breach of title to goods; or
- Any liability that cannot legally be limited or excluded.
Subject to the above and to the fullest extent permitted by law, Hugh Crane (Cleaning Equipment) Ltd will not be liable to a business customer for indirect or consequential loss, or for loss of profit, revenue, anticipated savings, business opportunity or goodwill.
Subject to any liability that cannot lawfully be limited, our aggregate liability arising from an order will not normally exceed the price paid or payable for the goods giving rise to the claim.
Any limitation or exclusion of liability is intended to apply only to the extent that it is reasonable and enforceable under applicable law.
PART C - GENERAL TERMS
28. Manufacturer Information and Advice
Technical specifications, instructions, safety data, recommended applications and other manufacturer information may be supplied with or in relation to products.
Customers should follow current manufacturer documentation and applicable safety requirements.
Manufacturer guarantees and warranties are additional to statutory rights where applicable and do not replace consumer rights against Hugh Crane (Cleaning Equipment) Ltd as the retailer.
29. Manufacturer Warranties
Where a product is supplied with a manufacturer's warranty, that warranty is subject to the individual manufacturer's warranty terms and conditions, including its duration, scope, exclusions and claim procedure.
Unless the manufacturer's warranty expressly provides otherwise, or Hugh Crane (Cleaning Equipment) Ltd explicitly agrees otherwise in writing before work commences, warranty work may cover the cost of replacement parts but does not automatically include engineer travel, call-out or labour charges.
Warranty claims, including whether a product will be repaired, replaced or otherwise remedied under the manufacturer's warranty, are subject to the manufacturer's assessment and discretion in accordance with its own warranty terms and conditions.
Where a part is supplied or fitted as part of a suspected manufacturer warranty claim and the manufacturer subsequently rejects the claim, Hugh Crane (Cleaning Equipment) Ltd reserves the right to charge the customer for the replacement part and any other costs agreed in advance, provided that the customer does not have an applicable statutory right requiring the part or repair to be provided without charge.
For consumers, a manufacturer's warranty is additional to and does not replace or restrict statutory rights. Where a consumer is entitled to a repair or replacement under applicable consumer law, Hugh Crane (Cleaning Equipment) Ltd will bear the necessary costs of providing that statutory remedy, including labour, materials and postage, as required by law.
30. Events Outside Our Reasonable Control
We will not be responsible for a failure or delay caused by circumstances outside our reasonable control.
Examples may include serious carrier disruption, severe weather, fire, flood, industrial action, interruption of utilities or communications, acts of government, import or export restrictions and major supply-chain disruption.
Where such an event affects an order, we will take reasonable steps to minimise the impact and will contact you where appropriate.
For consumers, nothing in this section removes any statutory right to cancel or obtain a refund where applicable.
31. Privacy
We process personal information in accordance with our Privacy Policy.
This includes information used to process orders, take payments, arrange deliveries, manage returns and warranties, prevent fraud and administer customer accounts.
Online payments are processed through Stripe.
Please read our Privacy Policy for further information about how we process personal information and your data protection rights.
32. Cookies
Our website uses cookies and similar storage and access technologies.
Our Cookie Policy explains the categories of cookies used, including Strictly Necessary, Functional, Analytics and Advertising technologies, together with the choices available through our Cookie Settings.
33. Website Availability
We aim to keep our website available and accurate, but we do not guarantee that access will always be uninterrupted or error-free.
We may temporarily suspend access for maintenance, security, technical updates or other operational reasons.
Nothing in this section affects an order or contract that we have already accepted.
34. Intellectual Property
Unless otherwise stated, the content of the Hugh Crane (Cleaning Equipment) Ltd website, including text, graphics, branding, layout and original images, is owned by or licensed to Hugh Crane (Cleaning Equipment) Ltd.
Content may not be reproduced, distributed or used commercially without permission, except where permitted by law.
Manufacturer names, trademarks, images and other intellectual property remain the property of their respective owners.
35. Third-Party Websites
Our website may contain links to third-party websites.
These links are provided for information or convenience. We do not control third-party websites and their own terms, privacy policies and cookie practices may apply.
We are not responsible for third-party content except where liability cannot legally be excluded.
36. Changes to These Terms
We may update these Terms & Conditions from time to time to reflect changes in our business, website, policies or applicable law.
The terms applying to your order will normally be those made available to you when the contract is formed.
We will not retrospectively change an accepted consumer contract without your agreement where the law does not permit us to do so.
37. If Part of These Terms Is Invalid
If any provision of these terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply so far as legally possible.
38. Waiver
If we do not immediately enforce a right under these terms, this does not mean that we have waived that right.
39. Third-Party Rights
Unless these terms expressly provide otherwise, a person who is not a party to the contract does not have a right to enforce it under the Contracts (Rights of Third Parties) Act 1999.
40. Complaints
If you have a problem with an order, please contact us so that we can investigate.
Email: sales@hughcrane.co.uk
Online & Ecommerce Enquiries: 01493 688250
Head Office: 01493 750072
Complaints concerning personal information are dealt with separately under our Privacy Policy.
41. Governing Law and Jurisdiction
These terms and contracts with Hugh Crane (Cleaning Equipment) Ltd are governed by the laws of England and Wales.
If you are a consumer, this does not deprive you of any mandatory protection available under the law applicable to you, and you may have the right to bring proceedings in the courts of the part of the United Kingdom in which you live.
For business customers, the courts of England and Wales will have exclusive jurisdiction unless we expressly agree otherwise in writing.
42. Contact Details
Hugh Crane (Cleaning Equipment) Ltd
South Walsham Road
Acle
Norwich
Norfolk
NR13 3ES
Company number: 02059464
VAT registration number: 451210793
Email: sales@hughcrane.co.uk
Online & Ecommerce Enquiries: 01493 688250
Head Office: 01493 750072
Nothing in these Terms & Conditions is intended to exclude or restrict any statutory right that cannot legally be excluded or restricted.
Last updated: September 2026
