Delivery & Returns
Before placing your order, please review the following important information regarding our delivery process to ensure your property is accessible and suitable for our delivery method.
Delivery & Returns Policy
Delivery Information
Please read the following delivery information carefully before placing your order, as not all properties are suitable for our delivery method.
We will endeavour to deliver your order on the requested delivery date. However, delivery dates are not guaranteed as we rely on third-party hauliers and circumstances beyond our control may occur.
eComposite Products Ltd shall not be liable for any delays or costs incurred as a result of delivery delays, including but not limited to installation costs, contractor fees, or project delays.
Customers are strongly advised not to arrange installers, builders, landscapers or contractors until goods have been successfully delivered.
Delivery Areas
We deliver to Mainland UK.
For deliveries to Ireland or the EU, please contact us directly so that we can arrange a transport quotation.
Orders shipped outside the UK may be subject to local import duties, VAT, customs charges or other fees, which are the sole responsibility of the customer. eComposite Products Ltd is not responsible for these charges.
Composite Fence Delivery
In this video, we walk you through the full delivery process for our composite fence panels, ensuring you’re prepared to receive your order safely and efficiently. Learn what to expect on delivery day, how our third-party hauliers operate, and important access requirements to ensure a smooth drop-off. We also cover key points such as delivery timelines, regional delivery availability (including EU and Ireland), and what happens if access is restricted. Whether you’re a homeowner, contractor, or landscaper, this guide helps you plan ahead and avoid unexpected delays or charges.
Delivery Vehicles & Offloading
Standard deliveries are made using 18-tonne vehicles, unless otherwise requested.
Customers must ensure that their delivery location and surrounding access roads are suitable for a vehicle of this size.
Deliveries are not carried out using Hiab vehicles, meaning goods cannot be craned off the vehicle. Deliveries are completed using tail lift offloading.
If ordering a large quantity (10 tonnes or more), alternative unloading arrangements may sometimes be arranged with our haulier. Customers should contact us prior to ordering to discuss this.
A smaller 7.5-tonne vehicle may be requested, subject to haulier availability. This request must be made during the ordering process and may delay delivery by up to two working days.
Where access is unsuitable for the delivery vehicle, delivery may fail and additional charges may apply in accordance with our Terms & Conditions.
Offloading Method
The driver will unload goods using one of the following methods depending on the size and weight of the order.
Small Parcel Deliveries
Smaller items delivered via courier services (such as Tuffnells) may be carried by hand from the vehicle and left at the delivery location.
Palletised Deliveries
Larger orders delivered via pallet networks (such as Palletways) will be unloaded using a manual pallet truck.
Manual pallet trucks can only operate on flat, solid and level surfaces, such as:
• Concrete
• Tarmac
• Paved surfaces
Manual pallet trucks cannot operate on:
• Gravel
• Grass
• Uneven ground
• Sloped surfaces
Where suitable ground conditions are not available, goods will be left kerbside or at the nearest safe location.
All pallet deliveries are kerbside deliveries, which is the standard service provided by the haulier. Final placement of goods is at the driver’s discretion.
Delivery Times
Deliveries may take place between 8:00am and 6:00pm.
Access Requirements
Customers must ensure that the route to the delivery address is suitable for a large delivery vehicle (18 tonnes).
Delivery routes must be free from:
• weight restrictions
• low hanging branches
• narrow access points
• parked vehicles or obstructions
Goods will be placed as near to the property as the driver considers safe.
If access to the property is approximately 3 metres wide, vehicle access may be possible but is not guaranteed.
If the driver considers access unsuitable or unsafe, they are entitled to refuse delivery or leave the goods at the nearest safe location.
Pre-Delivery Checklist
Before placing your order, please ensure that the following conditions are met to avoid delivery issues:
• The delivery address is accessible for an 18-tonne vehicle
• There are no weight restrictions on the access roads
• There are no low hanging branches or overhead obstacles
• The delivery route is clear of parked vehicles or obstructions
• There is sufficient turning space for large vehicles
• There is a solid, flat surface available if pallet deliveries are expected
• Someone is available to receive and sign for the delivery
Failure to ensure suitable access may result in failed delivery or additional charges.
Receipt Of Goods
Customers must ensure that someone is available to receive and sign for the delivery.
If you are unable to be present, arrangements should be made for a third party to sign for the goods on your behalf.
If no one is available to sign for the delivery, please contact us in advance. In some cases we may arrange for goods to be left without signature, however this reduces the likelihood of goods being left exactly where requested.
Customers are requested to remain available by phone on the day of delivery where possible.
Failure to notify us of delivery restrictions may result in:
• delayed delivery
• failed delivery
• additional delivery charges
Any failed delivery or redelivery charges will be passed on to the customer at cost.
Returns Policy
Customers must notify eComposite Products Ltd within 7 days of delivery if:
• items are missing
• items are incorrect
• items need to be returned
Notification must be made in writing to:
sales@ecompositeproducts.co.uk
Where incorrect goods are received, photographs of the items will be required to assist us in resolving the issue.
Once goods have been opened and installed, it is assumed the order has been fully inspected and the goods are no longer eligible for return.
If goods are returned and found to have been installed or altered, no refund will be issued. Customers will be given 7 days to collect or arrange collection of the goods before disposal.
Return Process
Upon receipt of a return request, customers will be issued a Returns Form which must be completed and included with the returned goods.
This assists in processing the return and issuing any applicable refunds.
Customers are responsible for arranging and paying for return delivery.
We strongly recommend that customers:
• photograph the goods before returning them
• insure the goods during return transit
This protects both parties in case of damage during transport.
Non-Returnable Items
The following goods cannot be returned or refunded:
• bespoke or custom-made products
• goods that have been altered
• goods that have been installed
Restocking Fee
All returned goods are subject to a 20% restocking fee.
Failed Deliveries & Access Charges
Additional charges may apply where:
• delivery access is unsuitable
• the delivery is aborted by the driver due to safety concerns
• the customer is not present to receive the delivery
• delivery restrictions were not disclosed prior to dispatch
These costs will be charged to the customer at cost.
Important Notice
eComposite Products Ltd reserves the right to refuse returns where goods have been installed, altered, or where return requests are made outside the stated notification period.