Delivery and Returns FAQs

How much is delivery?

We offer free delivery on all orders over £200.00 (Ex VAT). Delivery costs will be incurred on orders under the order value of £200.00 (Ex VAT). All destinations within the UK other than the Exceptional Areas will incur a standard delivery charge of £15.00 Ex VAT for all orders under the order value of £200.00 (Ex VAT).

Should you cancel, or we are unable to deliver to your site due to restrictions within your control, we reserve the right to apply a restocking charge of up-to 50% of the value of the delivery.

Where a delivery is made directly by a manufacturing partner, additional costs may apply such as: Part load surcharges, Mechanical offloads, waiting time, cancelled deliveries etc.

Please note, this is not a full and final list of potential charges, and where possible we will advise you of any charges at the point of ordering. Some charges such as waiting time, cancelled deliveries etc are outside of our control.

Do you deliver overseas?

We do not offer overseas shipping as standard. For distribution overseas, including GB Islands, typically we will deliver to a port or distribution company of your specification. However, if you have a credit account with us and by special arrangement in some circumstances, we can facilitate overseas deliveries.

Please contact the mainland depot nearest your destination with any enquiries and to discuss any acceptance of your order.

Do I need to be present for my delivery?

Ideally an individual from the company (or individual) who placed the order should be available to sign for the delivery.

Missing goods

It is the responsibility of the customer to ensure that all products delivered to site have been received in full, and in keeping with our paperwork.

Should there be a discrepancy between what’s been delivered and what the customer believes should have been delivered, then it’s the responsibility of the customer to advise a C&L representative in writing, within 12 working hours of the delivery. (Working hours = Monday to Friday 7am till 5pm)

My item is faulty

We will repair, replace, or refund the cost of the goods and the delivery charge for all faulty goods notified to us within 12 months of delivery. All returns are tested and if the item proves in working order then no refund will be issued, and you will still be charged for original delivery, collection, and the subsequent item return.

How do I arrange a return?

All returns must be arranged via your local depot, you can find the depot contact details here You must provide the depot with your customer number or order number.

As C&L is a trade only business, we will only accept returns for products in a sellable condition. A restocking charge up to the value of 50% of the original purchase price will be applied, unless agreed in writing.

Manufacturers warranties

All products come with a commitment to pass on manufacturers warranties in good faith, but we do not endorse them, and they form no part of your contract with us. Some manufacturers arrange for engineers to fix problem parts on site. In such cases, we will provide you with the telephone number of the manufacturers after sales team to make the necessary arrangements directly with them. If you are not satisfied with the service they provide then please contact us and we will endeavour to resolve any problems for you.

I have changed my mind

If you change your mind, you can return the item to us within 48 hours, all items must not be damaged, fitted or altered. There may also be a restocking charge if your handling of the product has caused a reduction in the quality or use.

Specials and non-stocked products

We do not accept returns for manufactured to orders goods (Specials), or non-essentials range stocked products within the C&L branch network.