Warranty and returns

Made-to-order goods and change of mind

Every order is placed with our factory partners against your confirmed order. Because the goods are made for you, they cannot be returned or exchanged for change of mind, a wrong choice of model, or a change in your requirements after the order is confirmed.

Check the model, capacity, quantity and delivery address on the written quote before you pay the deposit. Orders cannot be cancelled once in production. The full terms are in our Terms of Sale.

We sell to business customers only and this page is written for business purchases. Sales only. We do not hire and we do not sell used equipment.

How your order is supplied

Made to order at our factory partners and delivered to your door by pallet carrier. Typical lead time 8 to 12 weeks from order confirmation. Deposit 30% on order, balance before despatch.

Lead times are estimates and depend on production and sea freight. Delivery is kerbside by tail-lift to UK mainland addresses. Read how it arrives and what to check on the day on the delivery of pallet trucks page.

Faulty goods: report within 14 days

If a product arrives faulty, or a fault appears in the first 14 days after delivery, tell us within 14 days on WhatsApp or by email to [email protected]. Send photos or a short video of the fault, the order number and the model code. Stop using the product until we have replied.

We reply in writing with the next step. Depending on the fault we will:

• Repair: supply the part or arrange the repair where a part or an adjustment puts the product right.
• Replace: supply a replacement unit where a repair is not practical. A replacement is made to order, so we confirm the lead time in writing.
• Refund: refund the price paid for that item where neither repair nor replacement is practical.

Faults reported after 14 days are handled under the warranty below.

Warranty period

The warranty period for each product is confirmed on your written quote before you pay a deposit and repeated on the order confirmation. It runs from the date of delivery.

The warranty covers defects in materials and workmanship in normal business use, when the product is used within its rated capacity and in line with the manual supplied. Battery warranty terms for the lithium-ion electric pallet trucks are confirmed in writing with your quote.

Under the warranty we repair or replace the defective part or unit, at our choice. Where neither is practical we refund the price paid for that item.

What the warranty does not cover

• Wear items: wheels, castors, load rollers, brake pads, seals, fuses, cables, indicator batteries where fitted and similar parts that wear in normal use.
• Damage from loads above the rated capacity, misuse, accident, dropping or neglect.
• Damage from a charger other than the one supplied, or from charging outside the maker's manual.
• Modifications, or repairs carried out by anyone we have not approved in writing.
• Corrosion from wet, chilled or outdoor use unless the product page describes it for that use.
• Cosmetic marks and scratches that do not affect the use of the product.
• Faults caused by a missed inspection or maintenance step set out in the manual.

Where a claim falls outside the warranty we quote for the part or the repair as a trade price ex VAT.

Damage in transit

Check the goods at the kerb before you sign. Note any damage on the driver's sheet and send us a photo on WhatsApp within two working days so we can claim from the carrier. Damage reported after the goods are signed for as clean is much harder to recover, and we may not be able to replace the item free of charge.

Keep the packaging until we have replied. Do not send goods back to the carrier or to us without written instructions from us.

How to make a claim

1. Message us on WhatsApp or email [email protected] with the order number, the model code, photos or a short video, and a one-line description of the fault.
2. We reply in writing and may ask for more photos or a check you can do on site.
3. We confirm the outcome in writing: repair, replacement or refund.
4. Where a unit has to come back, we confirm the collection arrangements in writing. Do not return anything without our written instructions.

Contact details are on the contact London Pallet Trucks page.

Refunds

Refunds agreed under this page are paid to the account the payment came from, in the currency and at the ex VAT amount paid for the item, plus the VAT charged on it. A refund of the deposit paid on an order is made only where we agree in writing that the order cannot be supplied.

Learn how accounts work on the trade account pallet trucks page.

Business customers only

London Pallet Trucks Ltd sells new equipment to business customers only: cash and carries, wholesalers, independent retailers, food distributors and warehouses. All sales are under our Terms of Sale, which are governed by the law of England and Wales.

Nothing on this page limits any right that cannot be limited by law.