Refunds & Returns

This policy explains how cancellations, returns, faulty goods and refunds are handled by Crane Pad Solutions UK Ltd. Your statutory rights are not affected.

Consumer customers (B2C)

If you are purchasing as a consumer rather than on behalf of a business, you normally have the right to cancel an online order without giving a reason.

You must tell us that you wish to cancel within 14 days of receiving the goods. After notifying us, you then have a further 14 days to return them.

You may inspect the goods as you would in a shop. We may make a reasonable deduction from the refund if the goods have lost value because they have been handled beyond what is necessary to establish their nature, characteristics and function.

Unless the goods are faulty, damaged or supplied incorrectly, you are responsible for the direct cost of returning them. Please contact us before returning any item so that we can provide the correct return instructions and address.

For an eligible cancellation, we will refund the price paid and the cost of our least expensive standard delivery option. If you selected a more expensive delivery service, the additional delivery cost is not refundable. Refunds will be made using the original payment method, normally within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier where the law requires it.

Business customers (B2B)

If you are purchasing wholly or mainly on behalf of a business, consumer cancellation rights do not apply. Business returns are accepted only with prior written authorisation from Crane Pad Solutions UK Ltd.

Any authorised return must be unused, in its original condition and suitable for resale. Unless the goods are faulty, damaged or supplied incorrectly, return shipping costs are the responsibility of the customer. Restocking or collection charges may apply where agreed before the return is authorised.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged in transit or different from what was ordered, please contact us as soon as reasonably possible. For visible transit damage, we ask that you notify us within 48 hours and provide clear photographs so that we can raise the matter promptly with the carrier. This request does not limit or replace your statutory rights.

Where appropriate, we will arrange a repair, replacement or refund in accordance with the applicable law and the circumstances of the claim. We may need to inspect the goods or arrange their return before completing the remedy.

Items excluded from consumer cancellation

The statutory right to cancel may not apply to goods made to your specifications or clearly personalised. This does not affect your rights if the goods are faulty, not as described or otherwise fail to meet the applicable legal requirements.

For business purchases, made-to-order, custom and project-specific items are non-returnable unless we agree otherwise in writing or the goods are faulty or supplied incorrectly.

How to request a cancellation or return

Email sales@cranepadsolutionsuk.co.uk with your order number, the item you wish to return and the reason for the request. You can also call 07752 806706.

Please do not send goods back until return instructions have been provided. Unauthorised returns may be delayed or refused where the law permits.

Model cancellation form for consumers

You may use the wording below, but you do not have to use this form:

To: Crane Pad Solutions UK Ltd — sales@cranepadsolutionsuk.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Order number:

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s), only if this form is sent on paper:

Date:

Last updated: 18 July 2026.