Returns Policy

Returns Policy

Direct Material Handling Ltd (DMH)
Effective Date: [08/04/2026]

1. Overview

At Direct Material Handling Ltd, we are committed to supplying high-quality equipment and solutions. Due to the nature of our products — including forklifts, warehouse equipment, bespoke systems, and project-based installations — our returns policy differs from standard retail policies.
This policy outlines when returns may be accepted and the conditions that apply.

2. Business-to-Business (B2B) Sales

All transactions are conducted on a business-to-business (B2B) basis.
As such:
  • Returns are not automatically accepted unless agreed in writing.
  • Goods supplied in accordance with an agreed specification or order are considered non-returnable.

3. Standard Equipment Returns (Non-Bespoke Items)

Returns may be considered for standard, non-custom items subject to the following conditions:
  • Request must be made within 7 days of delivery
  • Goods must be:
    • Unused
    • In original packaging
    • In resalable condition
  • A restocking fee of up to 25% may apply
  • Return transport costs are the responsibility of the customer
Returns will only be accepted once authorised by DMH in writing.

4. Bespoke, Custom & Project-Based Items

The following items are strictly non-returnable:
  • Mezzanine floors
  • Racking systems (configured or installed)
  • Custom-built or modified equipment
  • Special order items
  • Installed equipment or completed projects
These items are manufactured, supplied, or installed specifically to customer requirements.

5. Forklifts & Powered Equipment

Due to the nature of mechanical equipment:
  • New forklifts: Non-returnable once delivered and accepted
  • Used equipment: Sold as seen or as specified — non-returnable
  • Any issues must be reported within 48 hours of delivery
All equipment is supplied with agreed specifications and/or warranties where applicable.

6. Damaged or Faulty Goods

If goods arrive damaged or faulty:
  • Notify us within 48 hours of delivery
  • Provide:
    • Photographic evidence
    • Delivery note details
  • We will assess and:
    • Repair
    • Replace
    • Offer a suitable resolution
No returns will be accepted without prior inspection and agreement.

7. Incorrect Goods Supplied

If we supply incorrect items:
  • Notify us within 48 hours
  • We will arrange:
    • Collection
    • Replacement at no additional cost

8. Return Authorisation Process

All returns must follow this process:
  1. Contact DMH in writing:
    Email: [Insert Email Address]
  2. Provide:
    • Order number
    • Description of goods
    • Reason for return
    • Supporting photos (if applicable)
  3. Await written authorisation before returning any goods
Unauthorised returns will not be accepted.

9. Refunds

Where a return is approved:
  • Refunds will be processed within 7–14 working days
  • Any applicable restocking, handling, or transport charges will be deducted

10. Installation & Project Work

Once installation or project work has commenced or been completed:
  • Orders are non-cancellable
  • Payments are non-refundable

11. Warranty

All products are subject to manufacturer or DMH warranty terms where applicable.
Warranty claims:
  • Do not constitute a return
  • Will be handled in accordance with warranty agreements

12. Contact Details

Direct Material Handling Ltd
Unit 2 Meadow Street
Burnley
BB11 1NF
📧 Email: [info@dmhltd.com]
🌐 Website: www.dmhltd.com

13. Policy Updates

Direct Material Handling Ltd reserves the right to update this policy at any time. The latest version will always be available on our website.
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