Sending units back
Over-ordering happens, sites change and units get damaged in the first week. What can go back, what cannot, and how a credit is handled. If the job is temporary — a diversion, a compound, an event — ask for a hire or buy-back rate when you order rather than buying and returning. Anything not covered here, call the estimator on your order; a photograph usually settles it faster than an email chain.
Standard barriers, wheel stoppers, blocks and pallet goods that were never installed, told to us within seven days of delivery.
Wrong unit, short delivery, damage in transit or a unit outside its stated tolerance — replaced or credited in full, collection on us.
Non-standard depths, spans, openings and finishes are made for one job and cannot be resold. Cancel before the mould is committed and you pay only what has been incurred.
Once a unit has been set, pinned or stood on a live site it has done its job. We will quote a buy-back at the refurbished rate where we can resell it — we do not take used units back at the price you paid.
The window
Surplus stock items: tell us within seven days of delivery, while the units are still standing where the trailer left them. Shortages, wrong units and transit damage should reach us within two working days of offload, noted on the delivery note where possible. Past seven days the route is a buy-back rather than a return.
Condition
A returned unit has to be resaleable: unbedded, unpainted, uncut, no core drilled, arrises intact, no cementitious or bituminous residue from site use. Pallet goods should still be banded.
A unit that has been set, pinned, bedded, grouted, cored, painted, trafficked or stood on a live site or an event is used, whatever it looks like when it comes off. Used units are not returnable — the buy-back below is the route for them. We inspect at collection, not at the credit note stage, so the position is agreed before anything moves.
Collection, credit and buy-back
We collect on a scheduled run rather than a dedicated trip wherever we can, and the haulage is charged at cost. What we credit depends on whether the unit will sell again, and the figure is agreed in writing before we collect.
The first line is routine — surplus catalogue stock goes back in the yard and sells at rate, so the fifteen per cent we hold covers handling, inspection and re-banding. The lower figures are not automatic. A non-standard size occupies yard space for months with no certainty it moves, so those returns are taken at our discretion and the credit is agreed before collection rather than assumed.
Where a unit comes back because of our error, we collect at our own cost and credit it in full.
Used units are worth something even though they are not returns. Where we can resell them we quote a buy-back at the refurbished rate with collection deducted — the same basis on which we buy in second-hand barriers. It is a lower figure than a return credit, offered unit by unit on inspection, and it is the honest answer to a compound that has come down.
Cast-to-order and moulds
Units cast to your drawing are not returnable — they exist for one job. Cancellation is priced on where the order has reached: before the mould is committed, nothing but our time; after the mould is made, the mould contribution; after casting starts, the units already poured.
We tell you which stage the order is at when you ask, before anything is charged.
If you have over-ordered and the units are unused, ask anyway. We will look at whether the shape has any life in another job and quote a figure on inspection. Sometimes there is one and often there is not, but we would rather give you the answer than leave you guessing.
There is one exception. If a cast-to-order unit fails under installation or in service at or below the load it was rated for, it is our unit to answer for — we take it back, replace it or credit it, and the mould and cancellation stages above do not apply. We inspect the failure and the break itself tells us most of what happened: a unit that cracked because it was lifted on the wrong points, seated on an uneven bed, backfilled early or loaded past its rating is not a strength failure, and that is not covered. Send photographs of the unit as it broke and where it was standing.
Damage and shortages
Photograph the unit where it was offloaded, with the delivery note if you have it to hand, and send it to the estimator on your order. Verified transit damage and shortages are replaced on the next scheduled run to your emirate, or credited if the programme has moved on.
Damage caused after offload — a chipped end from a forklift, a cracked unit lifted on the wrong sling — is not covered, though we will usually price a replacement quickly and deliver it on an existing run. Handling notes for each unit sit on its product page.
Credits and refunds
Returns are settled by credit note against your account, raised once the units are back and inspected. Where an order was paid pro forma and there is no further work to set it against, the amount is refunded to the account it came from.
How to raise one
Send the delivery note number, the units involved, a photograph and where they are standing. Call, WhatsApp or email — all three reach the same person, and there is no form to fill in. Get in touch →