Terms & Conditions
Our terms and conditions comply with UK legislation and are designed to ensure that our customers can shop easily and with confidence. These terms and conditions only apply to web site sales.
All prices are in £ sterling and shown both exclusive and inclusive of VAT but exclusive of packaging and delivery charges to any address in UK. Any exceptions will be clearly marked on the website where relevant. Prices may be subject to change without notice, but we will only alter the price after we have confirmed your order. If, by mistake, we have under priced an item, we will not be liable to supply that item to you at the stated price, provided that we notify you before we despatch the item to you. In those circumstances, we will notify the correct price to you so you can decide whether or not you wish to order the item at that price.
Items shown on this website may not always be in stock. If any of your chosen items is not in stock, you will be advised of our best estimate of availability and delivery date at the time you place your order. Please note that an indication of such dates is an estimate only, may be subject to change without notice, and does not constitute a contractual obligation by Hugh Crane (Cleaning Equipment) Ltd to supply goods by a certain date. However, if availability is unduly delayed, we will use our best endeavour’s to keep you informed.
Product images and descriptions
Please note that the images shown on this website may be affected by the technology and the actual products may vary slightly. Whilst we do our best to faithfully reproduce colours, some variation may occur.
Accepting orders and security
When you place an order, either online, by telephone or in writing, we will treat it as an offer to buy. If we accept your order, we will send you a confirmation e-mail with your order number, at which point we make a legal contract with you. However, we will be entitled to refuse to accept your order if we feel it necessary. When you receive your e-mail confirmation, you will have an opportunity to check the details and correct any errors. In deciding whether to accept your order we may use the information you have given to us, or we already hold about you, or which we receive from any enquiry we may make with various agencies, to confirm your identity. This assists us to protect you and us from fraudulent transactions. If we decline your offer on security grounds we may contact you to seek an alternative payment method.
We are pleased to offer a no-quibble cancellation policy, which is in addition to your statutory rights. If you wish to change or cancel an order contact our Head Office team on 01493 750072 any time between 9am and 5pm, Mon to Fri. Please have the order number and date the order was placed to hand.
Except where specifically stated, prices are exclusive of delivery to mainland UK only. Our deliveries in the UK mainland are dealt with using contracted outside carriers who deliver Mondays to Fridays (excluding public holidays) between the hours of 9:00 AM and 6:00 PM. Evening, Saturday and Sunday deliveries are not available. Deliveries within East Anglia are not subject to a delivery charge, deliveries to the rest of the UK will incur a £5.99 carriage charge. Deliveries to Scotland, Northern Ireland the Channel Islands and any other non-mainland UK site will incur a delivery charge of £19.99.
Standard delivery is FREE on all orders over £500 or on any order when you opt to collect from our Head Office in Acle or our Peterborough Office; see below for details.
We will inform you by e-mail or telephone at least 48 hours prior to dispatch of our expected delivery date. We regret that we are unable to specify exact delivery times within that date. All deliveries must be signed for and you should keep your receipt. If goods are showing signs of damage in transit please refuse to accept the delivery on receipt.
All goods are examined in detail by ourselves prior to dispatch to ensure that they leave our warehouse in perfect condition. However, transit damage unfortunately can occur. If your purchase is showing obvious signs of transit damage upon delivery, please refuse to accept it and notify us immediately including photographic evidence of the goods and packaging. If damage is only evident upon opening of packaging, then you must inform us within 48 hours of receipt again providing photographic evidence of the goods. In either case, we will then arrange re-delivery of replacement goods as soon as possible.
Goods are fully guaranteed against faults in manufacture, materials or workmanship for a period of 12 months from delivery. No warranty is made in respect of commercial rather than domestic use. If your goods develop a fault within 28 days of delivery, the goods may be returned for either refund in full, or replacement. Replacement only is offered after 28 days and before 12 months. These promises do not apply to faults caused by accidental damage, neglect or misuse.
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully re saleable condition. Returns should be made within a reasonable time (usually 28 days) and in original, undamaged packaging. If the product returned is not in a fully re saleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights. Refunds will not be made for original carriage costs when goods have been ordered incorrectly. Refunds can only be made to the original card of purchase. Refunds to a card other than the original can only be processed under the following circumstances:
- The original account no longer exists
- The original account details have expired
- The recipient requires a credit
These can be made through either of these options:
- Returns via Royal Mail
Please contact us with your order number, stock number, the reason for the return and whether you want a refund or a replacement and then we will email you back with instructions for returning by Royal Mail. For larger items we can arrange for a courier to come and collect the product you wish to return.
- Returns via our Head Office or Peterborough Office
Simply take the dispatch note and the product you wish to return or exchange to the appropriate department in the shop and tell the sales assistant you bought it online.
Sales on this web site are governed by English law and you agree to submit any dispute to the non-exclusive jurisdiction of the English courts. All orders are subject to these terms and conditions and no amendments will be accepted by us. These terms and conditions do not affect your legal rights. Any other web sites to which you link from this site may be governed by their own terms and conditions. We accept no responsibility or liability for the content of web sites which are not under our control.
We are required by law to tell you that sales can be concluded in English only and that we do not file copies of customer contracts.
We cannot guarantee that this web site will be compatible with all customers computers.