1. Overview
At Bramfords, we aim to provide a clear and fair approach to order cancellations, returns and refunds.
As a supplier of commercial, industrial and specialist equipment, our products may be sourced, prepared and dispatched through different fulfilment and distribution arrangements.
This policy explains the procedures applicable to consumer and business purchases, including orders already in fulfilment or transit.
Nothing in this policy excludes or restricts any statutory rights that cannot lawfully be excluded.
2. Consumer and Business Purchases
Consumer Orders (B2C)
A consumer is an individual purchasing wholly or mainly for purposes outside their trade, business, craft or profession.
UK consumers purchasing eligible goods online are entitled to applicable statutory cancellation rights and protections under consumer legislation.
Business Orders (B2B)
Business purchases are orders made wholly or mainly for commercial, professional or business purposes.
Business customers do not automatically benefit from the statutory 14-day consumer cooling-off period.
Business cancellations and returns are governed by the applicable contractual terms, including any conditions agreed through quotations, purchase orders or other written agreements, subject to applicable law.
3. Order Cancellations
3.1 Before Dispatch
Customers wishing to cancel an order should contact Bramfords as soon as possible.
Where an order has not yet been dispatched, Bramfords will make reasonable efforts to stop fulfilment.
Orders may enter procurement, supplier processing, preparation or fulfilment shortly after purchase. Consequently, cancellation cannot always be guaranteed once processing has commenced.
For business orders, cancellation after processing has commenced is subject to Bramfords' agreement and any applicable contractual conditions.
3.2 Orders Dispatched or In Transit
Once an order has been dispatched, Bramfords does not ordinarily offer discretionary cancellations, shipment interceptions, recalls or redirections.
This applies particularly to bulky, specialist and supplier-direct equipment where transportation arrangements may already be underway.
Requests to stop a shipment because of a change of mind, revised purchasing requirements or dissatisfaction with an estimated delivery timeframe will not ordinarily result in the shipment being recalled.
This operational restriction does not remove any statutory cancellation or delivery rights available to consumers.
Where a consumer exercises a valid statutory cancellation right while goods are in transit, Bramfords will acknowledge the cancellation and provide appropriate return or recovery instructions.
The shipment may continue to its original destination where interception is not reasonably possible. The customer is not required to wait until delivery before communicating a valid statutory cancellation.
Refunds will be processed in accordance with the statutory rules applicable to the particular cancellation.
4. Estimated Delivery Windows and Delays
Delivery windows communicated by Bramfords are estimates unless a specific delivery date or period has been expressly agreed as a binding contractual commitment.
Estimated delivery windows may be affected by supplier processing, transportation, customs clearance, carrier disruption or other logistical circumstances.
Where a delay occurs, Bramfords will make reasonable efforts to provide updated delivery information.
Exceeding an estimated delivery window does not automatically establish an immediate right to terminate the contract.
However, estimated delivery wording does not override applicable statutory delivery obligations or any delivery period that forms part of the contract.
Where no delivery time has been agreed, consumer legislation generally requires delivery without undue delay and within 30 days of the contract being entered into.
Where Bramfords fails to deliver within the applicable period, the customer may be entitled to require delivery within an additional reasonable period or, in circumstances provided by law, terminate the contract.
Where a consumer validly terminates for late delivery, Bramfords will reimburse payments in accordance with the applicable statutory requirements.
5. Statutory Consumer Cancellation Rights
For most eligible online purchases, UK consumers have the right to cancel without giving a reason.
The statutory cancellation period generally begins when the contract is entered into and ends 14 days after the consumer, or a person nominated by them, receives the goods.
Different rules may apply to orders delivered in multiple consignments.
To exercise this right, customers must communicate a clear decision to cancel before the cancellation period expires.
Customers can contact Bramfords using the details provided at the end of this policy.
Excluded Goods
Certain goods and contracts are excluded from the normal statutory cooling-off right.
These may include:
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Goods genuinely made to the customer's specifications or clearly personalised.
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Goods that are liable to deteriorate or expire rapidly.
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Certain sealed goods unsuitable for return for health protection or hygiene reasons once unsealed.
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Other goods or contracts excluded under applicable legislation.
Standard catalogue products are not automatically excluded simply because they are expensive, bulky, imported, specially ordered from a supplier or intended for commercial use.
6. Returning Goods Following Consumer Cancellation
Where a consumer exercises a valid statutory change-of-mind cancellation right, they must normally send the goods back within 14 days of communicating their decision to cancel, unless Bramfords has agreed to collect them.
Customers should contact Bramfords for the appropriate return destination and handling instructions.
For large or heavy equipment, suitable freight or specialist transportation may be necessary.
Where permitted by law, customers are responsible for the direct cost of returning goods, provided the required return-cost information was disclosed before purchase.
For products that cannot normally be returned by post, applicable return-cost information will be supplied before purchase in accordance with statutory requirements.
Customers may use a suitable carrier of their choice, provided the goods can be transported safely and returned to the appropriate destination.
Bramfords recommends retaining evidence of dispatch and using appropriate tracking and transit protection.
Customers should take reasonable care of returned goods and use suitable protective packaging.
7. Refunds Following Consumer Change-of-Mind Cancellation
Where a consumer validly exercises the statutory cooling-off right, Bramfords will reimburse the payments required by law, including applicable standard outbound delivery charges.
Where Bramfords has not offered to collect the goods, reimbursement may be withheld until the earlier of:
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The date Bramfords receives the returned goods; or
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The date the customer provides adequate evidence of having sent the goods back.
In those circumstances, reimbursement will be made without undue delay and no later than 14 days after the relevant event.
Where Bramfords has offered to collect the goods, reimbursement will instead be made within the applicable statutory deadline following notification of cancellation.
Refunds will normally be issued using the original payment method unless the customer expressly agrees otherwise.
No administrative cancellation or restocking fee will be imposed for exercising a valid statutory cooling-off right.
Where permitted by law, Bramfords may make a deduction for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
8. Business Order Cancellations and Returns
Business orders are not automatically eligible for change-of-mind cancellation or return.
Once procurement, supplier processing, preparation or fulfilment has commenced, Bramfords may decline discretionary business cancellation requests.
Business orders already dispatched or in transit are not eligible for discretionary cancellation unless Bramfords expressly agrees otherwise.
Where a discretionary cancellation or return is authorised, applicable contractual conditions may include:
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Supplier cancellation charges.
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Non-recoverable procurement costs.
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Outbound or return transportation costs.
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Reasonable restocking or handling charges.
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Other agreed or contractually recoverable costs.
Any applicable charges will be assessed under the relevant contract.
Nothing in this section excludes contractual or legal remedies that cannot lawfully be restricted.
9. Damaged, Faulty, Incorrect or Incomplete Goods
If goods arrive damaged, faulty, incorrect or incomplete, customers should contact Bramfords promptly.
To assist with investigation, customers are encouraged to provide their order number, a description of the issue and photographs or other relevant evidence where available.
Bramfords may arrange troubleshooting, inspection, repair, replacement, a refund or another appropriate remedy depending on the circumstances.
For consumer purchases, statutory rights under the Consumer Rights Act 2015 remain applicable.
Where goods fail to meet statutory requirements, Bramfords will provide the remedies required by law.
Customers are not required to pay return costs that the law places on Bramfords for faulty or non-conforming goods.
10. Unauthorised Returns and Refused Deliveries
Customers are encouraged to contact Bramfords before returning goods or refusing delivery.
This allows the appropriate return destination, transportation arrangements and handling requirements to be communicated.
Refusing delivery does not automatically establish a right to cancel or obtain a refund.
Where a customer has a valid statutory cancellation or termination right, their rights remain unaffected by this section.
Where no such right applies, unauthorised returns or delivery refusals may be subject to applicable contractual conditions and lawfully recoverable costs.
Bramfords will not impose charges that unlawfully restrict statutory consumer rights.
11. Lost or Undelivered Shipments
Where an order is reported missing or undelivered, Bramfords will review tracking information and, where appropriate, investigate with the relevant supplier or carrier.
Bramfords remains responsible for delivery to consumers in accordance with applicable law.
Carrier investigations do not suspend or remove statutory consumer rights.
Where goods are confirmed lost, or where a statutory delivery remedy becomes due, Bramfords will provide the appropriate resolution.
12. Refund Processing
Approved discretionary refunds and refunds required by law will normally be issued to the original payment method.
The applicable processing deadline depends on the reason for the refund and the relevant legal or contractual provisions.
For valid consumer cooling-off cancellations, the refund deadlines described in Section 7 apply.
For valid termination due to late delivery, reimbursement will be made without undue delay in accordance with applicable law.
Once a refund has been issued, the time taken for funds to appear may depend on the customer's bank or payment provider.
13. International Orders
International purchases may be subject to different mandatory consumer protections, delivery obligations and return procedures.
Where applicable, mandatory rights under the law governing the transaction will take precedence over inconsistent provisions of this policy.
International return arrangements may vary according to product type, delivery destination and transportation requirements.
14. Contact Bramfords
For cancellation requests, return enquiries, delivery concerns or refund assistance, please contact our After-Sales Support team.
Email: info@bramfords.co.uk
Live Chat: Bottom-right corner of our website.
Support Hours:
Monday–Friday: 9:00am–5:00pm
Saturday: 9:00am–12:00pm
Sunday: Closed
All times are UK local time.
Please include your order number and a description of your enquiry to help us assist you efficiently.