Shipping policy
EU SHIPPING & DELIVERY POLICY
1. Scope of This Policy
This Shipping & Delivery Policy applies to orders placed with:
A C Engineering (North East) Limited
Unit 6 Stephenson Court
Barrington Industrial Estate
Bedlington
NE22 7DN
United Kingdom
Email: info@ac-engineering.uk
This policy applies to the shipment and delivery of physical goods purchased from us, including orders delivered to customers within the European Union.
Nothing in this policy excludes or restricts any mandatory consumer rights which cannot legally be excluded or restricted.
Different terms may apply to business-to-business purchases, trade accounts, individually negotiated contracts or orders subject to separate written terms.
2. Delivery Areas
We may deliver to addresses within the United Kingdom, European Union and other territories where shipping is made available during checkout or agreed by us in writing.
Availability of delivery to a particular country or location does not guarantee that every product can be shipped to that location.
We reserve the right to decline, cancel or seek further information in relation to an order where:
- delivery to the requested destination is unavailable;
- a carrier is unable or unwilling to transport the goods;
- the goods are subject to export, import, transport or regulatory restrictions;
- the delivery address appears incomplete, incorrect or unsuitable;
- additional freight, customs or handling arrangements are required;
- the order requires specialist or abnormal transportation; or
- fulfilling the shipment would otherwise be unlawful or impracticable.
Where we cancel an order before dispatch because we are unable to fulfil it, any amount paid for the cancelled goods will be refunded in accordance with applicable law.
3. Processing and Dispatch Times
Orders may require processing before dispatch.
Processing may include:
- payment verification;
- order verification;
- stock allocation;
- manufacturing;
- machining;
- assembly;
- inspection;
- testing;
- packaging;
- preparation of export documentation; and
- carrier collection arrangements.
Any processing or dispatch time shown on our website, quotation, order acknowledgement or other communication is an estimate unless we expressly confirm in writing that a particular date is guaranteed or forms an essential term of the contract.
Working days normally exclude Saturdays, Sundays, UK public holidays and periods when our business is closed.
Custom-made, bespoke, manufactured-to-order or modified goods may have longer lead times.
4. Delivery Estimates
Estimated delivery dates and transit times are provided in good faith using the information available to us and, where applicable, information supplied by the carrier.
Unless expressly agreed otherwise, delivery dates are estimates rather than guaranteed delivery dates.
Actual delivery times may be affected by circumstances including:
- carrier delays;
- customs clearance;
- border inspections;
- adverse weather;
- industrial action;
- transport disruption;
- public holidays;
- security checks;
- incorrect or incomplete delivery information;
- local delivery restrictions;
- events outside our reasonable control; and
- delays caused by the recipient.
We will not treat an estimated delivery date as a guaranteed deadline merely because an estimated date or transit period has been displayed.
Nothing in this section removes any statutory right you may have where delivery is not made within a legally required or expressly agreed period.
5. EU Consumer Delivery Period
Where mandatory EU consumer law applies and no different delivery time has been agreed, we will deliver the goods without undue delay and ordinarily no later than 30 days after conclusion of the contract, as required by applicable law.
Where we fail to deliver within an agreed delivery period or an applicable statutory delivery period, you may have the right to require delivery within an additional reasonable period.
If delivery is still not made within that additional period, you may have the right to terminate the contract.
An additional period may not be required where, under applicable law:
- we have refused to deliver; or
- delivery by a particular date was expressly agreed as essential to the contract.
Nothing in this policy limits those mandatory rights.
6. Shipping Charges
Applicable shipping charges will normally be shown during checkout, included in a quotation or otherwise communicated before the order is completed.
Shipping charges may vary according to factors including:
- destination;
- weight;
- dimensions;
- quantity;
- delivery speed;
- carrier;
- insurance requirements;
- hazardous or controlled classifications;
- oversized freight;
- palletisation;
- customs requirements; and
- specialist handling.
Where an order changes after the original shipping charge has been calculated, we may require payment of any additional shipping charge before dispatch where permitted by law.
7. International Orders, Customs, VAT and Import Charges
Orders dispatched from the United Kingdom to an EU destination may be subject to customs formalities, import procedures, VAT, customs duty, handling charges or other charges depending upon the circumstances of the transaction and the applicable law at the time of import.
Whether such amounts are:
- included in the price paid to us;
- collected during checkout;
- collected through a carrier or customs authority; or
- otherwise payable,
will depend upon the shipping method, destination, order value and applicable tax and customs arrangements.
Where charges are not expressly stated as included in the amount paid to us, the customer may be responsible for additional import or clearance charges to the extent permitted by applicable law and provided these have been properly disclosed where disclosure is required.
Customers must not deliberately refuse properly disclosed customs, VAT or import charges merely in order to avoid accepting delivery.
Where a shipment is returned to us because the recipient refuses or fails to pay a properly disclosed charge for which they are responsible, we reserve the right, to the extent permitted by law, to deduct from any refund the reasonable direct costs actually incurred as a result, including:
- return carriage;
- carrier administration charges;
- customs clearance charges;
- storage charges; and
- other unrecoverable transportation charges.
This does not apply where the charge arose because of an error on our part or where applicable law requires us to bear the cost.
8. Customs Clearance
International shipments may be subject to inspection or clearance by customs authorities.
We cannot control how quickly a customs authority processes a shipment.
The customer must provide any information reasonably required for lawful customs clearance, where responsibility for providing that information rests with the customer.
Failure to provide requested information may result in:
- delayed delivery;
- return of the shipment;
- storage charges;
- additional carrier charges; or
- destruction or disposal where required by law or instructed by the relevant authority.
Where these costs arise directly because of the customer's failure to provide required information or cooperate with clearance requirements, we reserve the right to recover our reasonable direct costs to the extent permitted by applicable law.
9. Customer Responsibility for Delivery Information
You are responsible for ensuring that the delivery information supplied with your order is complete and accurate.
This includes, where applicable:
- recipient name;
- company name;
- house or unit number;
- street;
- city;
- postcode;
- country;
- telephone number;
- email address; and
- any necessary access information.
Please check this information carefully before submitting your order.
Once an order has been processed or dispatched, we cannot guarantee that a delivery address can be amended.
If you discover an error, you should contact us as soon as possible at:
We will make reasonable efforts to assist, but we cannot guarantee that a carrier will accept an address amendment after collection.
10. Costs Caused by an Incorrect Address
Where goods cannot be delivered because the customer provided an incorrect, incomplete or unsuitable delivery address, we reserve the right, to the extent permitted by applicable law, to require payment of the reasonable additional costs incurred before arranging another shipment.
These may include:
- address correction charges;
- carrier redirection charges;
- return-to-sender charges;
- storage charges; and
- the cost of re-dispatch.
We will not impose an arbitrary penalty.
Any amount charged under this section will reflect reasonable costs actually incurred as a result of the incorrect information.
11. Failed Delivery Attempts
The customer is responsible for making reasonable arrangements to receive the goods.
Depending upon the carrier, delivery may require:
- somebody to be present;
- a signature;
- photographic proof;
- identification;
- collection from a depot or collection point; or
- further delivery instructions.
If a delivery attempt fails, you should follow the carrier's instructions to arrange redelivery or collection.
Where goods are returned to us because:
- delivery was repeatedly refused;
- nobody was available to accept the shipment;
- the goods were not collected from a depot or collection point;
- reasonable carrier instructions were ignored; or
- delivery could not be completed because of circumstances within the recipient's control,
we reserve the right, to the extent permitted by law, to deduct or recover reasonable direct costs actually incurred as a result.
These may include return carriage and, if you request re-delivery, the cost of sending the goods again.
12. Refused Deliveries
Refusing delivery does not automatically constitute a valid exercise of a statutory right of withdrawal.
Where you wish to exercise an EU statutory right of withdrawal, you should notify us clearly of your decision to withdraw in accordance with our EU Returns & Right of Withdrawal Policy.
If goods are simply refused without any cancellation notice, we will deal with the shipment according to the circumstances and applicable law.
Where a refused shipment results in costs for which the customer is legally responsible, we reserve the right to recover or deduct those reasonable direct costs.
13. Split Shipments
We may dispatch an order in more than one package or shipment where reasonably necessary.
For example:
- different goods may become available at different times;
- goods may be shipped from different locations;
- carrier weight or size restrictions may apply;
- goods may require different packaging; or
- separate transportation may reduce the risk of damage.
You will not be charged additional shipping fees solely because we choose to divide an order into multiple shipments unless this has been agreed with you.
Different parts of the same order may therefore arrive on different dates.
14. Tracking Information
Where tracking is available, we may provide tracking information by email, through your account or using information supplied by our carrier.
Tracking information is supplied for convenience.
Carrier tracking systems are operated by third parties and may occasionally:
- update late;
- display incomplete information;
- show estimated rather than actual times;
- contain errors; or
- experience temporary outages.
A tracking estimate is not, by itself, a guaranteed delivery commitment by A C Engineering (North East) Limited.
15. Delivery and Passing of Risk
Where we arrange the carrier for an EU consumer order, responsibility for loss of or damage to the goods during transit remains with us until the goods are physically received by you or by a third party nominated by you, other than the carrier, as required by applicable law.
Where you independently commission a carrier that we did not offer as a delivery option, risk may pass to you when the goods are handed to that carrier, to the extent provided by applicable law.
Nothing in this policy is intended to transfer transportation risk to an EU consumer earlier than permitted by mandatory law.
16. Customer-Arranged Collection or Carriers
Where you specifically request that:
- you collect the goods yourself;
- your employee or representative collects the goods;
- your own courier collects the goods; or
- you appoint a carrier which we did not offer,
different rules concerning delivery and transfer of risk may apply.
Where legally permitted, our responsibility for transportation may end when the goods are properly handed over to you, your nominated representative or your independently appointed carrier.
You are responsible for ensuring that any vehicle, courier or carrier you appoint is suitable for the size, weight, nature and value of the goods.
17. Inspection on Delivery
We strongly recommend inspecting all shipments as soon as reasonably possible after delivery.
Where packaging is visibly damaged, crushed, torn, punctured, wet or otherwise compromised, you should, where practicable:
- photograph the packaging before opening it;
- photograph the goods;
- retain the packaging;
- note visible damage when signing for the shipment where the carrier allows this; and
- contact us promptly.
Please report apparent transit damage, missing goods or shortages to:
as soon as reasonably possible.
Prompt notification helps us investigate the matter with the carrier and preserve evidence for any transportation claim.
A failure by a consumer to report damage within a particular voluntary reporting period will not remove statutory rights which cannot legally be excluded.
18. Transit Damage
If goods arrive damaged, please do not unnecessarily install, modify, machine, dismantle or continue using them before contacting us.
We may reasonably request:
- photographs of the external packaging;
- photographs of internal packaging;
- photographs of the damaged goods;
- photographs of shipping labels;
- serial numbers;
- details of the damage;
- details of any missing items; and
- retention of the packaging while the matter is investigated.
This information may be required to allow us to investigate the claim with the carrier.
Where applicable law requires us to provide a remedy for goods damaged before risk passed to the customer, we will do so.
19. Missing Items and Shortages
Please check the contents of your delivery against the order documentation as soon as reasonably possible.
If anything appears to be missing, contact us promptly and provide:
- your order number;
- details of the allegedly missing item;
- photographs of the parcel and packaging where relevant; and
- any other information reasonably required to investigate the shortage.
We may check:
- packing records;
- dispatch records;
- package weights;
- photographs;
- CCTV;
- carrier records; and
- stock records
when investigating a reported shortage.
Nothing in this section removes mandatory consumer rights.
20. Lost Shipments
A shipment will not necessarily be regarded as lost merely because delivery is later than originally estimated.
Where tracking has stopped updating or the shipment is significantly delayed, please contact us and we will make appropriate enquiries with the carrier.
We may be required to allow the carrier a reasonable opportunity to trace the shipment before treating it as lost, provided doing so does not deprive a consumer of any mandatory legal remedy.
Where a shipment is confirmed lost while the risk remains with us, we will provide the remedy required by applicable law.
21. Delays Outside Our Reasonable Control
We will not be responsible, to the extent permitted by applicable law, for delay caused by circumstances outside our reasonable control.
These circumstances may include:
- extreme weather;
- flooding;
- fire;
- natural disasters;
- war;
- civil disturbance;
- terrorism;
- industrial action;
- transport network disruption;
- carrier network failure;
- border closures;
- customs action;
- government restrictions;
- epidemics or pandemics;
- power or communications failures; and
- other comparable events outside our reasonable control.
Where such an event occurs, we will take reasonable steps appropriate to the circumstances.
Nothing in this section removes any mandatory consumer right to terminate an order or receive a refund where applicable legal requirements for doing so have been met.
22. Delivery Restrictions
Certain goods may be subject to special transportation requirements or restrictions.
These can include products involving:
- liquids;
- batteries;
- chemicals;
- pressurised items;
- controlled materials;
- unusually heavy items;
- oversized products;
- high-value goods; or
- goods requiring specialist handling.
We reserve the right to select an appropriate carrier or shipping method for such goods.
An alternative delivery charge may apply where this is disclosed and agreed before the order is completed.
23. Pallet and Freight Deliveries
Large or heavy goods may be delivered by pallet, freight carrier or specialist transport.
Unless expressly agreed otherwise, the customer is responsible for ensuring that the delivery location:
- is reasonably accessible to the delivery vehicle;
- can safely receive the shipment;
- has sufficient space for unloading;
- is attended at the agreed delivery time where attendance is required; and
- has any unloading equipment that has expressly been stated as the customer's responsibility.
Standard pallet delivery may be kerbside only unless another service has expressly been agreed.
Where specialist unloading, tail-lift delivery, timed delivery or other services are required, additional charges may apply where disclosed and agreed.
24. Changes or Cancellation Before Dispatch
If you wish to change or cancel an order, contact us as soon as possible.
We cannot guarantee that an order can be changed once:
- processing has begun;
- manufacturing has begun;
- bespoke work has begun;
- goods have been allocated;
- goods have been packaged; or
- the shipment has been handed to the carrier.
Any statutory cancellation rights available to consumers remain subject to applicable law and our EU Returns & Right of Withdrawal Policy.
Custom, bespoke or clearly personalised goods may be excluded from the statutory right of withdrawal where the legal exemption applies.
25. Business Customers
EU consumer delivery protections do not necessarily apply to purchases made wholly or mainly for business, commercial or professional purposes.
Orders placed by businesses may therefore be subject to separate:
- delivery terms;
- Incoterms;
- quotations;
- credit account terms;
- carriage arrangements;
- transfer-of-risk provisions; or
- contractual limitations.
Where separate written business terms have been agreed, those terms will take precedence to the extent permitted by law.
26. Relationship With Our Returns Policy
This Shipping & Delivery Policy should be read together with our:
EU Returns & Right of Withdrawal Policy
The Shipping & Delivery Policy concerns dispatch, transport and receipt of goods.
The Returns & Right of Withdrawal Policy concerns cancellation and returning goods after purchase.
Where mandatory law gives a consumer greater rights than those contained in either policy, the mandatory legal rights will apply.
27. Contact Us
For questions concerning shipping, delivery, damaged parcels or missing shipments, please contact:
A C Engineering (North East) Limited
Unit 6 Stephenson Court
Barrington Industrial Estate
Bedlington
NE22 7DN
United Kingdom
Email: info@ac-engineering.uk
When contacting us about an existing shipment, please provide your order number wherever possible.