Delivery & Logistics Policy

DELIVERY & LOGISTICS POLICY – CHF SOLUTIONS LTD T/A STORE FITTINGS DIRECT

Last updated: June 2026

 

This Delivery & Logistics Policy applies to all purchases made from CHF Solutions Ltd, trading as Store Fittings Direct, via our website, telephone, email, or in person. It should be read alongside our Terms and Conditions of Sale and Returns & Refunds Policy.

We aim to provide clear guidance on delivery methods, timing, responsibilities, and what happens if goods are lost, damaged, or delayed.

 

1. DELIVERY METHODS

1.1 Deliveries may be made via:

• Parcel courier for small items

• Pallet or freight courier for large, heavy, or bulky items

• On rare occasions, in-person collection from our premises (by appointment only, where agreed in writing)

1.2 The Company reserves the right to select the most appropriate delivery method unless otherwise agreed in writing.

1.3 Free Delivery - Standard delivery is provided free of charge to mainland England, Wales and some southern parts of Scotland on the majority of products, unless otherwise stated on the product page, quotation, or order confirmation.

1.4 Free delivery does not automatically include:

• Specialist vehicles (e.g. Hi-AB or crane offload)

• Site-specific lifting plans

• Additional manpower

• Timed or express delivery

• Offloading beyond kerbside / tail-lift Where specialist delivery requirements apply, these will be quoted and agreed prior to dispatch.

All deliveries are subject to this Policy and our Terms & Conditions of Sale.

 

2. DELIVERY ESTIMATES & TIMING

2.1 Estimated delivery dates and lead times are provided on product pages, quotations, and order confirmations.

2.2 All delivery dates are estimates only and may vary due to factors outside our control, including but not limited to:

• Material availability

• Manufacturing or assembly requirements

• Courier or freight capacity

• Staffing or operational delays

• Weather or transport disruption

2.3 Standard deliveries are made on working days, typically between 08:30 and 18:00. Specific delivery times cannot be guaranteed unless expressly agreed in writing and may incur an additional charge.

2.4 Requests for delivery on a specific date or time may incur an additional fee but are not guaranteed.

2.5 Re-delivery arising from customer absence, refusal to accept delivery, site inaccessibility, incorrect delivery details, or failure to provide unloading facilities will incur additional charges.

2.6 The Company reserves the right to delay or reschedule delivery without liability where delays arise from factors beyond our reasonable control (see Force Majeure, Section 7).

 

3. CUSTOMER RESPONSIBILITIES

3.1 The Buyer must ensure, at their own cost:

• Clear, safe, and suitable access for delivery vehicles (including large goods vehicles)

• That delivery vehicles can legally and safely access the site

• Availability of adequate personnel and/or equipment to unload goods

• That accurate delivery address and contact details are provided

3.2 Unless expressly agreed in writing, delivery is kerbside, pallet, or tail-lift only. Drivers are not required to move goods beyond the immediate unloading point, enter buildings, or position goods on site.

3.3 The Buyer must notify the Company in advance of any access restrictions, offloading limitations, vehicle constraints, or site-specific requirements. Failure to do so may result in failed delivery and additional charges.

3.4 The Company is not responsible for delays, additional costs, or losses arising from:

• Inadequate or unsafe site access

• Insufficient unloading facilities or manpower

• Refusal or inability to accept delivery

• Unforeseen site conditions or obstacles

3.5 Any additional costs, claims, storage fees, re-delivery charges, or losses resulting from site or access issues shall be borne by the Buyer

 

4. RISK AND TITLE

4.1 Risk of damage or loss passes to the Buyer upon collection or delivery at the agreed location.

4.2 Title to the goods remains with CHF Solutions Ltd until full payment in cleared funds has been received.

4.3 Until full payment is received, the Buyer holds the goods as bailee and fiduciary agent for the Company.

 

5. DELIVERY DAMAGE & SHORTAGES

5.1 The Buyer must inspect all goods immediately upon delivery.

5.2 Any damage, shortage, or incorrect items must be reported within 24 hours of receipt with photographic evidence.

5.3 If goods are damaged in transit, the Company may:

• Arrange collection and replacement

• Authorise a return under our Returns & Refunds Policy

• Offer a partial or full refund in accordance with the circumstances

5.4 Failure to report issues within 24 hours may affect the ability to claim for loss or damage.

5.5 On Delivery - All goods must be inspected before signing for, as signature confirms the goods were received in perfect condition. We will not be held responsible for ANY damages once the goods have been accepted in good condition.

In instances where the goods cannot be inspected, the packaging must be checked for any signs of damage. If there are any signs* of damage to the outer packaging the delivery MUST be signed for as DAMAGED (even, if this may not be the case).   

*Signs of damage include but not limited to, scuffs, tears, dents, open parcels or clear visual of the product through the packaging.

In instances where the goods cannot be inspected or the packaging cannot be checked, the delivery MUST be signed for as damaged (even, if this may not be the case).

 

6. ADDITIONAL FEES

6.1 Deliveries outside mainland Great Britain, to remote locations, or requiring specialist handling (including Hi-AB vehicles, lifting plans, abnormal loads, or restricted access sites) may incur additional charges.

6.2 Optional services, including but not limited to:

• Timed or express delivery

• White-glove services

• Specialist offloading

• Assembly or installation must be quoted and agreed prior to dispatch.

 

7. FORCE MAJEURE

7.1 The Company shall not be liable for any delay or failure to perform delivery obligations resulting from events beyond its reasonable control, including but not limited to:

• Natural disasters (flood, storm, earthquake, fire, etc.)

• Industrial disputes or strikes

• Transport or utility failures

• Governmental actions, regulations, or restrictions

• Epidemics or pandemics

• Supplier or courier failures

7.2 In the event of a Force Majeure, the Company will make reasonable efforts to:

• Notify the Buyer of the impact on delivery

• Reschedule delivery at the earliest possible opportunity

• Minimise any disruption to the Buyer

8. CUSTOMER SUPPORT

8.1 Queries, concerns, or complaints regarding delivery should be directed to: Email: sales@storefittingsdirect.co.uk Tel: 0116 318 4182

8.2 The Company will work with the Buyer to resolve delivery issues promptly, subject to these Terms and the Returns & Refunds Policy.

8.3 The Buyer is encouraged to retain all delivery documentation (proof of delivery, photographs,

invoices) in case of queries or claims.