Delivery Lead Time Policy / Stock Availability Policy

Delivery Lead Times

Lead times are provided in good faith and should be considered as guidelines rather than guarantees. While we strive to meet all estimated lead times, delays can occur due to circumstances beyond our control, including but not limited to:

• Transit delays (by sea, air, road, or rail)
• Customs or border control issues
• Supplier or third-party logistics disruptions
• Manufacturing delays
• Shipping delays

We are committed to keeping you informed of lead times and will communicate any changes as soon as they become known to us. If an item is delayed and cannot meet a required delivery date, LRS PRO UK will make every effort to source an alternative solution. However, please note that we are not contractually obligated to provide a substitute.

Delivery Window Policy

Where possible, LRS PRO UK may offer a delivery window as a guideline to assist with planning. These delivery windows are provided in good faith but are not guaranteed, and LRS PRO UK will not be liable if the delivery occurs outside of the indicated time frame. LRS PRO UK will not accept any liability for losses (including food losses) sustained by the buyer/end user in the event of late delivery by the seller or their agents.

Standard delivery hours are between 8:00 AM and 6:00 PM, and it is the responsibility of the buyer to ensure that a representative is available on-site to receive the delivery at any time within these hours, regardless of whether a delivery window has been provided.

Delivery Booking Policy

Delivery will be booked with the contact details specified on the order, unless a mobile or email is provided, where a notification will be sent instead. In most circumstances, deliveries will not proceed to dispatch unless a method of communication has been established.

• It is the responsibility of the buyer to provide accurate and responsive contact details for someone who is available to accept the delivery booking communication.
• If we are unable to book the delivery due to missing or unresponsive contact details, LRS PRO UK will not be held liable for any resulting delays.
• Deliveries are booked via phone call, SMS message, or email depending on the contact information provided. We must be informed 24 hours before delivery if the contact/site does not accept the booking confirmation.
• If a mobile number is supplied, booking attempts will generally be made via SMS or phone call.
• If the contact listed is the buyer, it is their responsibility to relay booking and delivery details to their end customer or the person expecting the delivery.
• An accurate delivery address must be provided.
• Deliveries requested for the next day or for a specific date will be treated as prebooked. Delivery will be attempted on the next working day or on the requested date; however, neither option can be guaranteed. A representative must be available on site (or able to attend) between 8:00 am and 6:00 pm.

Clear communication and accurate contact information help ensure a smooth delivery process.

Delivery Requirements

At the time of placing your order, it is the buyer’s responsibility to inform us of any delivery requirements beyond our standard kerbside delivery using an 18-ton vehicle. Additional requirements may include, but are not limited to:

• Timed and parking restrictions
• Use of a smaller vehicle
• Additional delivery personnel
• Specialist equipment such as a stair walker (any such additional services will incur a surcharge, which will be confirmed and agreed upon at the point of order)
• Driver ID requirement at site

Access Information

The buyer must notify us of any potential access issues to the delivery location. This includes, but is not limited to:

• Steps or stairs
• Narrow access points (road, driveway, or building)
• Any other factors that could affect safe and successful delivery

Accurate and complete information ensures that delivery can be carried out smoothly with no unexpected charges.

Room of Choice, Positioning, and Unpack Services

If you require delivery to a specific room, positioning of goods, or unpacking, you must advise us of any restrictions within the premises. These include, but are not limited to:

• Stairs or steps
• Narrow doorways, corridors, or walkways
• Obstructions that could impede safe access
• The delivery area must be clear and accessible so that our team can complete the service safely

This service is limited to a ground floor location for larger equipment. However, for smaller equipment if there is a lift available then delivery to above ground locations may be possible. Speak to us at point of order to confirm.

Delivery Upgrade Policy

Delivery upgrades are chargeable services. While our transport teams always strive to accommodate and plan for these additional services, they are not guaranteed.

• If the seller is unable to fulfil a requested upgrade, they may, at their discretion, offer a refund of the associated charge. This does not apply to “special order” deliveries, which are separately quoted.
• Cancellation notification of additional services must be received at least 24 hours before the scheduled delivery. Cancellations received after this time may still be chargeable. This includes being refused by the site or end user on the day — the charge will not be refundable. These services are factored into our route planning and incur costs regardless of whether the service is completed.
• If a service (e.g., disposal or unpacking) is refused at the time of delivery but later required, it will be treated as a new request and will be charged again, including transport costs.
• Disposal cost is based on like-for-like equipment and being completed/collected at the same time as a delivery of a new unit. If a separate collection is required, it will be charged at a different rate.
• Where a disposal of an old unit has been purchased, the appliance must be ready for collection by 8 am on the day of delivery/collection. Old appliances will only be collected if they are disconnected, clean, empty, safe, and free of ice and water. Appliances that are heavily soiled, have sharp edges, broken glass or are heavily frosted cannot be collected.

Aborted Delivery Policy

• Aborted delivery charges will apply if a delivery has been cancelled after the equipment has left the warehouse. Charges will also apply for cancellations made on the day of delivery, whether before arrival or at the point of delivery. These charges reflect the costs incurred for route planning and transportation and will be passed on to the buyer.
• Aborted deliveries can be minimised by ensuring accurate information is provided at the point of order. Supplying multiple contact numbers is recommended to help ensure the delivery crew can reach someone on site within the allocated delivery window. However, it cannot be guaranteed that the crew will attempt to contact all provided numbers, as each delivery is allocated a specific time slot.
• Aborted or failed delivery charges may also apply where a delivery or service cannot be completed as scheduled. Such charges will be passed on at cost and may vary depending on the product and delivery postcode.
• Any cancellation or request to delay delivery received after 4:00 PM on the working day prior to the scheduled delivery date will be treated as an aborted delivery and may be subject to the applicable charge.

Damage Policy

• The Buyer or receiver is responsible for ensuring that all goods are visually inspected upon delivery for any signs of damage. Any damage must be clearly noted on the carrier’s delivery note at the time of receipt. All damage must be reported to the seller within 24 hours of delivery to enable the seller to submit a claim to the carrier.
• When reporting damage, the buyer must provide either their purchase order number or the seller’s order number, the relevant product SKU code or item description, together with clear photographic evidence of the damage to both the goods and the original packaging. The carrier requires evidence of damage to the packaging in order to consider a claim.
• Cosmetic damage, or any damage reported outside the 24-hour notification period, may not be eligible for exchange. Where appropriate, the seller may, at its discretion, offer a damage allowance or supply a replacement part. Once a damage allowance has been accepted, the goods shall become non-returnable. This does not affect the product warranty.
• Damage claims may not be accepted where the carrier’s delivery note has been signed as “received in good condition” or “unexamined.” Damage claims may also not be accepted where the Buyer has accepted the goods and subsequently transported them onward.
• Used goods are not eligible for return under any circumstances.
• Clearance or B-stock goods are sold as seen and any marks or damage are clearly notified on the website and are non-returnable. No refunds, exchanges, or credits will be issued for such goods unless they are found to be faulty upon receipt and the seller is notified within the time frame specified in these Terms and Conditions.