Refund policy

Refunds & Returns Policy (Trade Customers)

This policy applies exclusively to business-to-business (B2B) transactions. We do not sell to consumers.

Returning Parts

If you need to return any parts, please email returns@cranepartsuk.com within 14 days of receiving your order (or 30 days if goods are faulty or damaged) to request a returns authorisation.

All returns must be authorised in advance and issued with a returns number.
Returns received without a valid returns number will not be accepted.

Unless the return is due to our error (incorrect parts supplied) or confirmed faulty goods, you will be responsible for:

  • Arranging and paying for return carriage

  • Ensuring goods are adequately packaged and insured

  • Original outbound delivery charges, which are non-refundable once incurred

Returned goods must be unused, uninstalled and in resaleable condition, with original packaging and documentation where applicable.

Returns & Refunds Terms

We aim to supply correct, high-quality parts suitable for professional use. Where returns are required, the following terms apply.

1. Incorrect Parts Supplied

If you receive parts that do not match your order, you must notify us within 14 calendar days of delivery.

  • We will arrange collection at our cost

  • You may choose a replacement (subject to availability) or a refund

  • Refunds will include standard outbound delivery charges

  • Replacement parts will be dispatched once the returned goods are received and inspected

Refunds will be processed within 3 working days of inspection and no later than 30 calendar days after receipt of the returned goods.

2. Goods Damaged in Transit

If goods arrive damaged, please notify us within 14 calendar days of delivery. Where possible, damage should be noted on the delivery paperwork.

  • We will arrange return collection at our cost

  • You may choose a replacement or refund

  • Refunds will include standard outbound delivery charges

Refunds will be issued no later than 30 calendar days after receipt and inspection.

3. Faulty Goods on Delivery

If goods are faulty on arrival, please notify us within 30 calendar days of delivery.

  • We will arrange return collection at our cost

  • You may choose a replacement or refund

  • All returned goods will be inspected prior to resolution

Refunds will include standard delivery charges and be issued within 30 calendar days of receipt.

4. Faults Developing After Delivery

If goods develop a fault within 30 calendar days of delivery, you may be entitled to a replacement, but not a refund.

  • Goods must be returned for inspection

  • If the fault is confirmed and not caused by misuse, incorrect installation, overloading or damage, a replacement will be supplied at no additional cost

  • We reserve the right to reject claims where inspection shows damage consistent with incorrect handling or installation

5. Non-Returnable Items

The following items cannot be returned or refunded, unless confirmed faulty:

  • Parts fabricated to order, including items manufactured, assembled or modified specifically to fulfil your order

  • Special-order parts sourced specifically against a confirmed order

  • Goods that have been installed, used, altered or damaged after delivery

  • Incomplete returns or goods not in resaleable condition

Fabricated-to-order parts are produced specifically for your requirements and cannot be cancelled, returned or refunded once manufacture has commenced.

6. Condition of Returned Goods

Returned goods must:

  • Be unused and uninstalled

  • Be returned in original or equivalent protective packaging

  • Include all associated documentation and components

We reserve the right to refuse refunds or apply reconditioning charges where goods are returned in a condition that prevents resale.

7. Inspection & Resolution

All returned goods are subject to inspection.

No refund or replacement will be issued until inspection is complete and the return has been approved.