Delivery and Returns Information

Delivery Charges 

For orders from Cater Kitchen amounting to less than £100 excluding VAT, a delivery fee will apply. Orders exceeding £100 excluding VAT qualify for free delivery within England, Wales, and select mainland Scottish locations. Deliveries to the Scottish Highlands, Offshore areas, and Cornwall may incur postcode-specific charges. 

Failed Delivery Conditions 

Please note that if a delivery attempt fails due to reasons such as vehicle access issues, customer absence at the delivery site, failure to sign for received goods, inability to move equipment into the building, or unresponsiveness to delivery calls, then a restocking fee (usually a minimum of 25%) and/or a redelivery fee will be charged. 

Delivery Times 

Standard delivery times depend on the product ordered and stock availability. In-stock Cater Kitchen branded products are typically dispatched for a 1-2 working day delivery. Deliveries to certain postcodes or involving other branded products may take 3-5 working days. Items showing available for back order might have a lead time of up to 6-8 weeks.  

To qualify for next day delivery, orders must be completed, and payment cleared before the specified cut-off time, which varies by manufacturer/product. Next day delivery is not available for orders placed during weekends or bank holidays and is subject to stock availability. For further details, please contact our Customer Service team. 

Deliveries are usually scheduled between 8 am and 6 pm, although some manufacturers may deliver from 7 am to 7 pm. Delivery times cannot be guaranteed as they are at the courier’s discretion. Timed delivery options are available for select products/manufacturers, and will be subject to an additional charge. 

Delivery Access 

Standard deliveries are conducted using nationwide couriers with vehicles up to 18 tonnes (large flat-bed size). Smaller vehicle delivery can be arranged with advance notice, potentially incurring extra costs from local couriers. Items under 30kgs will be delivered by parcel couriers in transit-sized vans where feasible. 

Please inform us at purchase if there are any vehicle access issues, such as parking restrictions, pedestrian zones, narrow roads, or obstructions such as low bridges. Failed deliveries due to access problems will result in additional charges. For more information, please speak with our Customer Service team. 

All deliveries are made to the nearest kerbside access point unless an “Unpack and Position” service, or another additional service, is available, requested and the extra cost paid. This is a manufacturer-specific service and not all products are eligible.  This requires clear, flat access; otherwise, delivery will default to kerbside only. 

Delivery Services 

Additional services like recycling and unpacking are unavailable for next day deliveries and will be scheduled for a later date. 

Deliveries are managed by third-party couriers arranged by the manufacturer, yet we remain your primary contact point. 

General Delivery Information 

Upon delivery, you should have the opportunity to inspect your order before signing the receipt. If inspection is not possible, please sign as ‘unchecked’ and report any damages within 24 hours. 

We will strive to email all delivery details upon order completion. 

Please ensure that all access points are measured to confirm the items will fit. If the units are too large to enter the premises and need to be returned, a restocking fee will apply. 

Overseas Deliveries 

For deliveries outside the UK mainland, we can only deliver to UK-based freight forwarding companies through our website. In compliance with HMRC regulations, VAT must be paid on non-UK overseas shipments before delivery. Once delivery is completed and proof of shipment is provided, only then can the full VAT paid be refunded by the same payment method as received.  

Returns 

Return Costs 

All returns are subject to a restocking fee, typically an industry-standard minimum of 25% of the total order.  This is standard practice for business-to-business transactions. 

Dependent on the manufacturer, you will be likely required to arrange your own courier and pay the associated delivery costs.  

If equipment is delivered as ordered and without faults, it is considered a qualified sale. Should you wish to return such an order, and the manufacturer consents, a restocking fee will be charged. Some manufacturers do not accept returns for items that meet the product description and function as intended. 

Returns due to customer mis-orders or incorrect site measurements will incur fees. 

Faulty parts replaced under warranty may require return at the customer’s expense. 

Returns Due to Faults or Damage 

If equipment is faulty upon receipt, manufacturers must be allowed the opportunity to rectify the issue before a return is processed. 

Damaged products intended for return may not be collected alongside the delivery of new equipment. 

Any damage must be reported within 24 hours of delivery. If your order arrives damaged, please contact us immediately via email or phone within this timeframe and provide photographic evidence to help support us to provide a quick resolution. 

General Returns Information 

Manufacturers have varied timelines for returns, typically requiring returns within 5 working days. 

Returns must be in original packaging, including protective films, wrapping, and pallets. Equipment that has been turned on, used, or is not in original packaging is ineligible for return.