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Refund policy

Last updated: 4th March 2025

1. Custom and Made-to-Order Products

All custom-made or bespoke products are manufactured specifically to your requested specifications and are therefore non-refundable and non-returnable under standard distance selling regulations.

Once a custom order is placed, it enters production shortly afterwards. If you notice an issue with your order specifications, you must notify us immediately after placing the order to allow time for adjustment.

We cannot offer refunds for custom products after they have been produced or delivered. However, where appropriate, we may issue a credit note at our discretion for future use.

2. Stock Products

For in-stock, non-customised products, we accept returns in accordance with the Consumer Contracts Regulations.

  • You must notify us within 14 days of receiving your order if you wish to return an item.
  • Items must be returned in unused, resalable condition with all original packaging.
  • You are responsible for return shipping costs unless the item is faulty or incorrect.

3. Faulty or Damaged Goods

If you believe your item is faulty, damaged, or not as described, please contact us within 48 hours of delivery with photographs and a description of the issue. We will assess and arrange a repair, replacement, or refund as appropriate.

Important: Straps and load restraint products are safety-critical items and must be used in accordance with recognised industry standards. As they are not consumable items, they can be permanently damaged by improper use, overloading, or incorrect storage. Jackson Handling Ltd reserves the right to reject any claim where damage has occurred due to misuse, poor maintenance, or use outside of normal operating parameters.

This policy does not affect your statutory rights under the Consumer Rights Act 2015, including your right to a refund or replacement if the product is proven to be faulty or not as described.

4. Returns Authorisation

To initiate a return, please contact our team by email or phone to obtain a Returns Authorisation Number. Items sent back without prior approval may be rejected and returned to sender.

5. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5 working days to your original payment method.

6. Exemptions

We do not offer refunds on:

  • Custom or made-to-order products
  • Used, damaged, or altered goods not due to our error
  • Items returned after 14 days without prior agreement

7. Contact Us

If you have any questions regarding your return or refund eligibility, please contact us:

Jackson Handling Ltd
📞 020 4592 1818
📧 sales@jacksonhandling.co.uk
📍 Unit 12 Railway Street Industrial Park, Gillingham, Kent ME7 1YQ