1. Purpose
Abracs Ltd is committed to providing a reliable, efficient and professional delivery service while ensuring that returns are handled fairly, consistently and with minimal environmental impact.
This policy supports our commitment to customer satisfaction, continual improvement and compliance with the principles of ISO 9001:2015 Quality Management Systems and ISO 14001:2015 Environmental Management Systems.
2. Scope
This policy applies to all products supplied by Abracs Ltd to customers within the United Kingdom unless otherwise agreed in writing.
3. Delivery Policy
3.1 Order Processing
Orders are processed during normal business hours, Monday to Friday (excluding public holidays).
Orders received before the published daily cut-off time will normally be dispatched the same working day, subject to stock availability.
Orders received after the cut-off time will normally be processed on the next working day.
Customers will be advised where products are unavailable or where extended lead times apply.
3.2 Delivery Methods
Abracs Ltd uses reputable courier and pallet distribution partners to ensure deliveries are completed safely and efficiently.
Delivery times provided are estimates only and may occasionally be affected by factors outside our control, including:
Adverse weather
Carrier delays
Traffic disruption
Force majeure events
Whilst every effort is made to meet expected delivery dates, they cannot be guaranteed.
3.3 Delivery Inspection
Customers are requested to inspect deliveries immediately upon receipt.
Any of the following should be reported:
Damaged packaging
Missing items
Incorrect products
Short deliveries
Where visible damage exists, customers should sign the carrier's delivery documentation accordingly or refuse the delivery where appropriate.
3.4 Delivery Discrepancies
To enable prompt investigation with our carriers and warehouse records, all delivery discrepancies must be reported within 14 days of the invoice date.
After this period Abracs Ltd may be unable to investigate or accept liability for shortages, delivery discrepancies or transit damage.
4. Returns Policy
4.1 Return Authorisation
No goods may be returned without prior approval from Abracs Ltd.
Customers should contact Customer Services to obtain a Returns Authorisation (RA) number before returning any products.
Unauthorised returns may be refused.
4.2 Eligible Returns
Returns may be accepted where:
Incorrect goods have been supplied.
Goods have been damaged during transit.
Products are found to be defective.
Goods have been supplied in error by Abracs Ltd.
A return has been agreed in advance by Abracs Ltd.
4.3 Non-Returnable Goods
Unless required by law or otherwise agreed in writing, Abracs Ltd cannot normally accept returns of:
Special order or non-stock items.
Customer branded or bespoke products.
Goods that have been used.
Goods not in their original packaging.
Products damaged through misuse, incorrect storage or improper handling.
Goods returned outside the agreed return period.
4.4 Condition of Returned Goods
Returned products should be:
Complete and unused.
In their original packaging.
Suitably packaged for transport.
Accompanied by the Returns Authorisation number and relevant documentation.
Where applicable, showing an expiry date that is at least 6 calendar months away from the day of the return.
Abracs Ltd reserves the right to inspect returned goods before issuing any credit or replacement.
5. Faulty Products
Where a product is believed to be faulty, Abracs Ltd may require:
Product details.
Batch or lot information where applicable.
Photographs.
Samples for technical inspection.
Products will be assessed by our Quality team before determining the appropriate resolution.
Where a manufacturing defect is confirmed, Abracs Ltd will normally offer one of the following:
Replacement product
Credit note/Refund (where appropriate)
6. Credits and Refunds
Approved credits will normally be processed following inspection and acceptance of returned goods.
Where goods are returned due to customer ordering error, Abracs Ltd reserves the right to apply a reasonable handling or restocking charge.
Original delivery charges are generally non-refundable unless the return results from an error by Abracs Ltd.
7. Environmental Commitment
As part of our commitment to ISO 14001 principles, Abracs Ltd aims to minimise waste arising from returns by:
Inspecting returned products for potential resale where appropriate.
Recycling packaging materials wherever practical.
Segregating waste in accordance with environmental legislation.
Working with approved waste management and recycling partners.
Reducing unnecessary transport through effective order management and accurate product information.
Where products cannot be reused, they will be disposed of responsibly in accordance with applicable environmental regulations.
8. Quality Commitment
Abracs Ltd continually monitors delivery performance, customer feedback, returns data and product quality to identify opportunities for improvement.
Performance indicators may include:
On-time delivery performance.
Delivery accuracy.
Return rates.
Customer complaints.
Corrective and preventive actions.
Findings are reviewed regularly as part of our Quality Management System.
9. Customer Responsibilities
Customers are responsible for:
Providing accurate delivery information.
Ensuring someone is available to receive deliveries where required.
Inspecting goods promptly.
Reporting discrepancies within the required timescales.
Returning goods only after receiving return authorisation.
10. Contact
For delivery enquiries or return requests, please contact:
Customer Services
Abracs Ltd
Abracs Ltd reserves the right to amend this policy without prior notice. The latest version will be available upon request or via our website."
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