Delivery & Returns

Last updated: 1 May 2026.

This Delivery & Returns page applies to trade orders placed with Merchant Supplies Distribution Ltd. It should be read together with our Terms of Sale.

1. Delivery areas

We deliver to business addresses in the UK, subject to courier, pallet, parcel or other delivery service availability in your area.

Additional charges, restrictions or longer lead times may apply for certain locations, including remote areas, Highlands, Islands, Northern Ireland, export addresses, construction sites, third-party delivery addresses or locations requiring special access arrangements.

We may refuse or delay delivery where the address is unsuitable, incomplete, inaccessible, unsafe, or outside our normal delivery network.

2. Delivery charges

Delivery charges will be confirmed during the order process, on quotation, or by our sales team.

Our standard carriage terms are:

Order type	Order value	Carriage charge
Box orders	Over £150	Free carriage
Box orders	Under £150	£12
Oversized box orders	Under £150	£30
Pallet orders	Over £500	Free carriage
Palletised orders	Under £500	£60

All values are calculated excluding VAT, unless we state otherwise.

Carriage charges may vary depending on product type, weight, dimensions, delivery location, courier charges, pallet requirements, export requirements or special delivery instructions.

We may change carriage charges and carriage-paid thresholds from time to time without notice. The applicable charge will be confirmed before or when your order is accepted.

3. Delivery times and cut-off

For next working day courier delivery, orders should be placed by 1:00 pm.

Next working day delivery is subject to product availability, order processing, cleared payment where required, account status, courier availability and delivery location.

Orders placed after the applicable cut-off time may be processed on the next working day.

Delivery dates and times are estimates only, unless we expressly agree a guaranteed delivery date in writing.

Delay in delivery does not entitle you to cancel an order, refuse delivery, claim compensation or terminate the contract.

4. Same day collection

Same day collection may be available from our St Albans warehouse for eligible orders.

Collection is available up to 5:00 pm, subject to stock availability, order processing, payment or account status, and confirmation that the order is ready for collection.

Please do not travel to collect an order until we have confirmed that it is ready.

5. Delivery in instalments

We may deliver orders in instalments where products are dispatched from different locations, become available at different times, or where we consider instalment delivery appropriate.

Each instalment may be treated as a separate delivery and may be invoiced separately.

6. Receiving deliveries

You are responsible for ensuring that someone is available to receive and sign for the goods at the delivery address.

Before signing for delivery, please check the number of parcels, pallets or packages and inspect the packaging for visible damage where reasonably possible.

If goods or packaging appear damaged, missing or tampered with, you should mark the carrier paperwork accordingly and notify us as soon as possible.

7. Failed delivery

If delivery cannot be completed because no one is available, access is restricted, the address is incorrect, delivery is refused, or required unloading assistance is not available, we may charge you for redelivery, storage, handling, carrier costs and any other reasonable costs incurred.

If goods are not collected or redelivery cannot be arranged within a reasonable time, we may cancel the order, return the goods to stock, or otherwise deal with the goods in accordance with our Terms of Sale.

8. Risk in the goods

Risk in the goods passes to you when the goods are delivered to the delivery address, collected by you, released to a carrier, or otherwise made available in accordance with the agreed delivery arrangements.

Once risk has passed, you are responsible for loss, theft, deterioration or damage to the goods.

Ownership of the goods is dealt with separately in our Terms of Sale.

9. Damaged goods, shortages and incorrect items

You must inspect all goods as soon as reasonably possible after delivery or collection.

You must notify us in writing of any damaged goods, shortages, incorrect items or delivery discrepancies within 7 days of receipt.

Please provide your order number, delivery note number, photographs, packaging details and any carrier paperwork where available.

If you do not notify us within this period, we may treat the goods as accepted, unless the issue could not reasonably have been discovered on inspection.

Where a valid claim is accepted, we may, at our option, replace the goods, supply missing items, arrange collection, issue a credit note, refund the affected item, or take any other reasonable corrective action.

10. Returns

Goods may not be returned without our prior written approval.

To request a return, please contact us with your order number, product details, reason for return and any supporting information.

Returned goods must be unused, undamaged, complete, in resaleable condition and in their original packaging.

We may refuse a return or reduce any credit where goods are used, installed, damaged, incomplete, marked, altered, not in original packaging, or otherwise not in resaleable condition.

11. Non-returnable goods

Unless faulty or agreed otherwise in writing, we do not normally accept returns of:

1. special-order goods;
2. bespoke or made-to-order goods;
3. goods sourced specifically for you;
4. non-stock items;
5. opened, installed, used or altered goods;
6. goods with damaged or missing packaging;
7. clearance or discontinued items;
8. any goods that cannot reasonably be resold.
9. Return charges

Authorised returns may be subject to a handling or restocking charge.

Unless we agree otherwise in writing, the handling charge will be at least 25% of the value of the returned goods or our direct costs, whichever is greater.

You are responsible for return carriage costs and the risk of returning goods to us unless we agree otherwise in writing or the goods are confirmed as faulty.

13. Faulty goods

If you believe goods are faulty, you must notify us promptly and provide details of the issue.

We may ask for photographs, installation details, batch numbers, manufacturer information, proof of purchase, or for the goods to be returned for inspection.

Where goods are confirmed to be faulty due to defective materials or workmanship, we may, at our option, repair the goods, replace the goods, supply replacement parts, issue a credit note, or refund the price paid for the affected goods.

Faulty goods claims may be rejected where the issue arises from incorrect installation, misuse, alteration, unauthorised repair, poor maintenance, unsuitable use, failure to follow instructions, external damage, or damage after delivery.

14. How to contact us

For delivery, shortage, damage, return or faulty goods enquiries, please contact:

Merchant Supplies Distribution Ltd
Email: sales@merchantsupplies.co.uk
Telephone: 020 3915 2557
Website: merchantsupplies.co.uk