Return and Refunds Policy for Nelson Shipping Containers LTD

1. Introduction

Nelson Shipping Containers LTD is committed to providing clear, fair, and transparent return and refund procedures for customers purchasing shipping containers and related products within the United Kingdom.

This Policy applies to new shipping containers, used shipping containers, storage containers, refrigerated containers, container cabins, site offices, modified containers, container pools, accessories, delivery services, and related container products supplied by Nelson Shipping Containers LTD.

This Policy should be read together with our Terms and Conditions, Shipping Policy, Payment Policy, Privacy Policy, Sales Tax / VAT Policy, Warranty Policy, and any written quote, invoice, or order confirmation issued by Nelson Shipping Containers LTD.

2. Return Period

Customers may request a return within 30 days from the date the product is delivered, provided the product is eligible for return and has not been used, altered, damaged, modified, moved from the delivery location without approval, or handled in a way that affects its resale condition.

3. Eligibility for Returns

To be eligible for a return, the product must generally meet the following conditions:

• The return request must be made within 30 days of delivery.
• The product must be in the same condition as delivered, except for inspection purposes.
• The product must not have been modified, painted, cut, drilled, repaired, resold, loaded, or altered by the customer.
• The product must not have been damaged due to misuse, poor ground conditions, impact, unauthorised movement, or third-party handling.
• The customer must provide proof of purchase, order confirmation, invoice, or payment record.
• The customer must contact Nelson Shipping Containers LTD before attempting to return any product.

4. Non-Returnable Items

Some products may not be eligible for return unless they are faulty, not as described, or where a return is required by United Kingdom consumer law.

This does not affect your legal rights if the product is faulty, not as described, or not fit for purpose.

5. Used Shipping Containers

Used shipping containers are sold in used condition and may show signs of previous use. This can include dents, scratches, markings, surface rust, patches, repainting, floor wear, previous shipping labels, and general cosmetic ageing.

Cosmetic wear on used containers does not automatically qualify the product for return or refund, provided the container matches the agreed description and is suitable for the condition grade sold.

6. Faulty, Damaged or Incorrect Goods

If you believe your container or product is faulty, damaged, incorrect, or not as described, please contact Nelson Shipping Containers LTD as soon as possible after delivery.

To help us assess the issue quickly, please provide:

• Your full name and contact details.
• Your order number, invoice number, or payment reference.
• A clear explanation of the issue.
• Photographs or videos showing the concern.
• Delivery date and delivery location.
• Any supporting documents, messages, or delivery notes.

Where appropriate, we may offer repair, replacement, partial refund, full refund, or another suitable remedy in accordance with UK consumer law and the circumstances of the order.

7. How to Request a Return

Customers must contact Nelson Shipping Containers LTD before returning any product. Returns that are sent, moved, transported, or arranged without prior approval may not be accepted.

8. Return Transport and Collection Costs

Shipping containers are large, heavy products that require specialist transport. Return transport costs may apply depending on the reason for return, product type, delivery location, access conditions, and whether the return is due to customer preference or a verified product issue.

• If the return is due to customer change of mind, the customer may be responsible for return transport costs.
• If the product is confirmed to be faulty, incorrect, or not as described, return costs will be handled in accordance with UK law.
• Failed collection caused by blocked access, unsafe ground, customer absence, or incorrect information may result in additional charges.
• Specialist collection, crane assistance, ferry access, remote areas, or restricted access may attract additional costs.

9. Refund Processing Time

Once a return has been approved, received where applicable, inspected, and accepted, Nelson Shipping Containers LTD will process the refund within a maximum of 14 business days.

Where UK consumer law requires a shorter refund timeframe, the statutory timeframe will apply. Refund timing may also depend on the customer’s bank, payment provider, or original payment method.

10. Refund Method

Approved refunds will normally be issued using the original payment method used for the purchase, unless another method is agreed in writing. If payment was made by bank transfer, the customer may be asked to confirm bank details before the refund is processed.

Nelson Shipping Containers LTD will not be responsible for delays caused by incorrect bank details, payment provider checks, bank processing times, or incomplete customer information.

11. Partial Refunds and Deductions

In some cases, a partial refund may be offered instead of a full refund. Deductions may apply where permitted by law, including where the product has been used, damaged, moved, modified, altered, or handled beyond what is necessary to inspect it.

• Return transport costs may be deducted where applicable.
• Damage caused after delivery may reduce the refund amount.
• Custom work, modification costs, and specialist services may not be refundable where work has started or been completed.
• Administrative, storage, failed delivery, or collection costs may apply where permitted.

12. Order Cancellations Before Delivery

Customers should contact us immediately if they wish to cancel an order before delivery. Cancellation eligibility depends on whether the order has already been processed, dispatched, modified, customised, allocated, or scheduled for delivery.

If cancellation is accepted before dispatch or modification work begins, a refund may be issued. If costs have already been incurred, reasonable deductions may apply where permitted by law.

13. Modified, Custom and Made-to-Order Products

Modified containers, bespoke conversions, container cabins, container pools, custom-painted units, office containers, welfare units, electrical installations, insulation works, window installations, door installations, and other made-to-order products may not be eligible for cancellation, return, or refund once work has started.

This does not affect your rights if the product is faulty, not as described, or not produced in accordance with the agreed specification.

14. Exchanges and Replacements

In some circumstances, Nelson Shipping Containers LTD may offer a replacement or exchange instead of a refund. This may apply where a container is incorrect, unsuitable due to verified error, damaged, or where another product is more appropriate.

Exchanges are subject to availability, transport arrangements, product condition, and any price difference between the original and replacement product.

15. Customer Responsibilities

To avoid delays or refusal of a return or refund request, customers should:

• Inspect the product as soon as reasonably possible after delivery.
• Report any issue quickly with clear photographs or videos.
• Do not modify, move, paint, drill, cut, load, or resell the product before reporting an issue.
• Keep invoices, payment records, delivery notes, and order confirmations.
• Provide accurate contact, delivery, and bank details where required.
• Allow reasonable access for inspection or collection where necessary.

16. Statutory Rights

Nothing in this Return and Refunds Policy limits or removes any rights customers have under applicable United Kingdom consumer law. If goods are faulty, not as described, or not fit for purpose, customers may have legal rights to a repair, replacement, refund, or other remedy.

For business customers, remedies may depend on the contract, product description, agreed terms, and applicable UK law.