Shipping policy

 

Rutland Pumps Limited – Shipping Policy

Registered Office: Unit 3 Scotsman Block, Ironstone Lane, Market Overton, Rutland, LE15 7TP, United Kingdom

Tel: +44 (0)1572 729412 | Email: sales@rutlandpumps.co.uk

Company No.: 09291566 | VAT No.: 201 454 947

 

Explanatory notes are included under each clause starting with “This means:”.

These are for guidance only and do not replace or change the formal clauses above them.

If there is any difference in meaning, the formal clause applies.

 

1. Scope

1.1 This Shipping Policy applies to all orders placed with Rutland Pumps Limited (“we”, “us”, “our”) for Goods supplied to business customers.

This means: These rules apply to every delivery we make to business buyers.

 

2. Dispatch Times

2.1 We aim to dispatch in-stock Goods within 1–3 Business Days of receiving cleared payment or, if on agreed credit terms, after accepting your order.

This means: If we have it in stock, we’ll usually send it out within 1–3 working days.

2.2 Lead times for made-to-order or special items will be advised at the time of order and may vary.

This means: Custom builds or special orders take longer — we’ll tell you how long.

2.3 All dispatch times are estimates and are not guaranteed.

This means: We’ll try our best to hit our timeframes, but they’re not set in stone.

 

3. Shipping Methods

3.1 We use reputable couriers or pallet networks suitable for the size and weight of the Goods.

This means: We pick delivery companies that can handle heavy or large gear safely.

3.2 You may arrange your own collection if agreed in writing.

This means: You can send your own courier if we both agree in advance.

3.3 For export orders, we can ship on your nominated carrier account or provide a quote for delivery.

This means: Overseas orders can go on your account or ours — we’ll sort it out beforehand.

 

4. Delivery Charges

4.1 Delivery charges will be confirmed at the time of order unless otherwise agreed in writing.

This means: We’ll tell you the delivery cost when you order.

4.2 Any additional costs due to failed delivery attempts caused by the Customer will be chargeable.

This means: If the courier can’t deliver because of you, you’ll pay for the extra attempt.

 

5. Delivery Locations

5.1 We deliver throughout the UK and to most international destinations, subject to restrictions and legal compliance.

This means: We can deliver almost anywhere, but some places are restricted by law.

5.2 Certain areas may attract a surcharge due to remote location or access difficulty.

This means: Delivering somewhere remote or tricky may cost extra.

 

6. Delivery & Risk

6.1 Risk passes to you upon delivery to your address or collection point.

This means: Once it’s delivered, it’s your responsibility.

6.2 You must inspect the Goods upon delivery and note any damage or shortages on the courier’s paperwork before signing.

This means: Check your order immediately and write down any issues before you sign for it.

6.3 Claims for damage in transit must be made in writing within 3 Business Days of delivery.

This means: Tell us within 3 working days if something arrived damaged.

6.4 We are not liable for delays caused by the Customer’s failure to provide access, correct delivery details, or payment.

This means: If you slow down the process, that’s on you.

 

7. Missed Deliveries & Redelivery

7.1 If a delivery attempt fails due to your absence or incorrect information, the carrier may leave a card, take the goods to a depot, or return them to us.

This means: If you’re not there or give the wrong info, the delivery may get held or sent back.

7.2 Any redelivery, storage, or return charges will be your responsibility.

This means: You’ll pay extra if we have to try again or store the goods.

 

8. International Deliveries

8.1 The Customer is responsible for all import duties, taxes, and customs clearance in the destination country.

This means: If your country charges import fees, that’s on you.

8.2 We are not responsible for delays caused by customs clearance or border checks.

This means: If customs hold your order, we can’t speed it up.

8.3 Export packaging will be charged at cost where special materials are required.

This means: If we need special packing for export, we’ll charge you for it.

 

9. Courier Loss & Damage Claims

9.1 We use reputable carriers such as DPD for most deliveries. All carriers have their own claim procedures and strict deadlines.

This means: Our couriers have rules for how and when claims must be made.

9.2 Loss or Missing Parcels:

  • If a parcel is lost in transit, the carrier requires the recipient (you) to complete a “Lost Parcel Declaration” or similar form before a claim can be made.

  • We cannot submit a loss claim without your completed form.

  • Until the form is returned, the claim process cannot begin, and no replacement or refund will be issued.

    This means: If DPD lose your parcel, you have to fill out a form for us before we can get your money back or send a replacement.

9.3 Damage on Delivery:

  • You must inspect the Goods before signing for them.

  • If you see damage, you must note it clearly on the delivery paperwork and take photos before the driver leaves.

  • If you sign as “Received in good condition” or fail to record the damage, DPD may refuse a claim and we will not be able to replace or refund.

  • All damage claims must be made in writing to us within 24 hours of delivery.

    This means: Check your delivery carefully before signing. If you sign for it as OK, DPD won’t pay out for damage and neither can we.

9.4 Timeframes:

  • DPD requires that loss claims be made within 14 calendar days of the delivery date (or expected delivery date if lost).

  • Damage claims must be lodged within 24 hours of delivery.

  • Claims outside these times will be rejected by the carrier and cannot be paid.

    This means: There’s a time limit — miss it and you can’t claim.

 

10. Force Majeure

10.1 We are not responsible for delivery delays caused by events outside our reasonable control (including courier network issues, strikes, extreme weather, or border closures).

This means: If something happens that we can’t control, we’re not to blame for late delivery.

 

11. Contact for Delivery Issues

11.1 If you have a delivery problem, contact us at sales@rutlandpumps.co.uk or +44 (0)1572 729412.

This means: Ring or email us if there’s a delivery issue.
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