1. Delivery Vehicles and Offloading Unless specifically requested otherwise, our standard deliveries are fulfilled using 18-tonne heavy goods vehicles (HGVs). It is the customer’s responsibility to guarantee that the final delivery location, as well as all surrounding access routes, can safely accommodate a vehicle of this size.

Please note that we do not utilise Hiab (crane-mounted) vehicles; therefore, goods cannot be craned off. All deliveries are strictly facilitated via tail-lift offloading.

Special Arrangements:

• Large Orders (10+ Tonnes): For substantial orders, alternative unloading strategies may be negotiated directly with our haulage partners. Please contact us before placing your order to discuss feasibility.
• Restricted Access (7.5-Tonne Vehicles): If an 18-tonne vehicle is too large for your location, a smaller 7.5-tonne vehicle may be requested. This is entirely subject to haulier availability, must be specified during the checkout process, and may result in a delivery delay of up to two working days.

Should a delivery attempt fail due to unsuitable access that was not disclosed prior to dispatch, additional charges will be applied in accordance with our Terms of Service.

2. Offloading Methods The designated driver will unload your goods using one of the following methods, dictated by the consignment’s weight and dimensions:

• Small Parcels: Minor items transported via standard courier networks may be offloaded manually by the driver and left safely at the delivery address.
• Palletised Freight: Bulky or heavy orders shipped through pallet networks will be offloaded using a manual pallet truck.

Important Pallet Restrictions: Manual pallet trucks require a completely flat, level, and solid surface to operate safely (e.g., concrete, tarmac, or paved driveways). They cannot be operated on:

• Gravel or loose stones
• Grass or soil
• Uneven or heavily potholed ground
• Steep inclines or sloped surfaces

If the delivery point lacks suitable ground conditions, the driver will leave the goods kerbside or at the nearest safe, accessible location. Please be aware that all pallet deliveries are fundamentally kerbside services. The final positioning of the goods rests entirely at the driver’s professional discretion.

3. Delivery Times and Access Requirements Standard delivery hours operate between 8:00 AM and 6:00 PM.

To facilitate a smooth delivery, the route to your property must be entirely free from:

• Weight restrictions
• Low-hanging branches or overhead cables
• Narrow structural bottlenecks
• Parked vehicles or similar physical obstructions

While a minimum access width of 3 metres may permit an 18-tonne vehicle, successful entry is never guaranteed. If the driver deems the access route unsafe or fundamentally unsuitable, they reserve the right to either refuse the delivery entirely or offload the goods at the nearest secure location.

4. Pre-Delivery Checklist Before finalising your order, please verify the following to prevent failed deliveries and subsequent surcharges:

• [ ] The property is accessible by an 18-tonne HGV.
• [ ] Access roads are devoid of weight limits, low branches, or overhead hazards.
• [ ] The route is clear of parked cars and offers sufficient turning space.
• [ ] A solid, flat surface is available for pallet offloading.
• [ ] An authorised individual will be present to sign for the receipt of goods.

5. Receipt of Goods An authorised person must be present at the delivery address to inspect and sign for the consignment. If you cannot be present, you must arrange for a trusted third party to accept the goods on your behalf.

If nobody is available to sign, you must notify us in advance. Occasionally, we can authorise goods to be left unattended without a signature; however, we accept no liability for goods left in suboptimal locations or any subsequent loss/damage under these circumstances. We highly recommend remaining contactable by telephone on your scheduled delivery day.

Failure to inform us of access restrictions or absence may result in delayed shipments, aborted deliveries, and redelivery surcharges, which will be invoiced directly to the customer at cost.

6. Returns, Missing, and Incorrect Items You must formally notify TerraHybrid Fencing Ltd within 7 calendar days of delivery if:

• Items are missing from your order.
• Incorrect items have been supplied.
• You wish to initiate a return.

All notifications must be submitted in writing to: sales@terrahybridfencing.co.uk. If you receive incorrect or damaged goods, photographic evidence is mandatory to help us resolve the matter swiftly.

Installation Constitutes Acceptance: Once goods have been unpacked, modified, or installed, we consider the order to have been fully inspected and accepted. Installed or altered goods are strictly ineligible for return. If goods are returned to us and subsequent inspection reveals they have been used or altered, no refund will be issued. In such instances, the customer has 7 days to arrange collection of their property before it is permanently disposed of.

7. The Return Process Upon authorising your return request, we will provide a Returns Form. This form must be fully completed and securely attached to the returning consignment to ensure prompt processing.

• Customers are entirely responsible for sourcing, arranging, and financing the return courier.
• We strongly advise taking date-stamped photographs of the goods immediately before dispatch and purchasing adequate transit insurance. This protects you against financial loss should the goods be damaged in transit by your chosen courier.

8. Non-Returnable Items & Restocking Fees The following categories of goods cannot be returned, exchanged, or refunded under any circumstances:

• Bespoke, custom-cut, or special-order products.
• Goods that have been cut, drilled, painted, or otherwise altered.
• Goods that have been fully or partially installed.

Restocking Fee: Please note that all accepted returns are subject to a standard 20% restocking fee, which will be deducted from your final refund amount.

9. Failed Deliveries and Access Charges TerraHybrid Fencing Ltd will pass on any supplementary haulage charges (at direct cost to the customer) in scenarios where:

• Delivery is aborted due to undisclosed access restrictions.
• The driver aborts the drop-off due to legitimate health and safety concerns.
• No authorised personnel are present to accept the delivery.

Important Notice: TerraHybrid Fencing Ltd definitively reserves the right to reject any return request submitted outside the 7-day notification window or involving goods that have been altered or installed.