Shipping policy

Delivery and Returns Policy

How this policy applies to you

This policy is provided by Solomon and Wu Ltd trading as Low Carbon Industrial (LCI, we, us) and applies to the delivery of our surface products and any returns or refunds. It covers two types of buyer:

• Consumer: a private individual buying for their own use (not for business). If this is you, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply in full. Nothing in this policy reduces those rights.

• Business Customer: a trade purchaser (fabricator, specifier, contractor, developer) or any buyer purchasing other than as a Consumer.

Most of this policy applies to both. Where a provision applies only to Consumers or only to Business Customers, this is clearly marked. If any provision is ambiguous as to whether it applies to a Consumer, it is to be read as not applying.

1. Definitions

Bespoke Goods: goods made to your specification or clearly personalised, including bespoke colour mixes to your specification, slabs cut to dimensions you supply, and CNC profiles made to your drawings. Bespoke Goods do not include standard products that you have selected from our published options (including standard colours, pre-set sizes, or standard finishes).

Technical Data Sheet: the document published by LCI for each product setting out colour tolerances, size tolerances, performance limits, and care requirements. Technical Data Sheets are available at lowcarbonindustrial.com and on request.

2. Delivery

Delivery date

We will deliver after we agree on a specific date with you in writing. For Bespoke Goods and other made-to-order items the delivery date will be confirmed at the point of order.

Arrangements

We will agree a delivery date in advance. Where a delivery window is confirmed, please ensure someone is present to receive and inspect the goods. It is your responsibility to ensure the delivery location is accessible to the vehicle type confirmed at the time of ordering.

Our standard delivery is kerbside. The driver will place the pallet at the nearest safe point on the public highway accessible to the vehicle. Moving the pallet or individual items beyond this point is your responsibility. Inside-threshold or room-of-choice delivery is available only where pre-booked and confirmed in writing.

Failed delivery

If delivery cannot be completed because no one is available to receive the goods, access is restricted or unsuitable for the vehicle confirmed at order, required handling arrangements were not agreed in advance, or delivery is refused or rescheduled at short notice:

• Consumer: we may recharge the actual redelivery cost charged to us by our carrier, plus a GBP 50 admin fee. Where delivery requires storage beyond 48 hours, we will notify you of storage charges in advance before incurring them.

• Business Customer: you are liable for the full cost of redelivery, including carrier charges, storage, handling, and return-to-depot charges incurred.

Transit risk

Goods remain at our risk until they are delivered to you.

3. Damage, defects, and shortages at delivery

Please inspect your delivery on arrival. Where possible, note any visible damage or shortages on the delivery note before signing, and photograph the pallet before the driver leaves. This helps our carrier claim and does not affect your rights.

Reporting

• Consumer: please report any damage, defect, shortage, or incorrect item in writing as soon as reasonably possible after discovery, and in any event within 30 days of delivery, with photographs where relevant. This does not limit your statutory rights, including the short-term right to reject under the Consumer Rights Act 2015.

• Business Customer: report visible damage or shortages within 24 hours of delivery. Report concealed damage (damage found on unwrapping or unpacking) within 7 days of delivery, with the original packaging retained and photographed. Reports outside these windows may not be accepted.

4. Your right to cancel and return

Consumer 14-day cancellation (Consumer Contracts Regulations 2013)

You have the right to cancel most orders within 14 days of delivery without giving a reason. The 14-day period starts the day after you receive the goods, or for orders delivered in instalments, the day after you receive the last item.

To cancel, contact us in writing at info@lowcarbonindustrial.com with your order details. You may use the cancellation form at the end of this policy. Once you have told us you wish to cancel, you must return the goods within 14 days.

You bear the direct cost of return. We can arrange a return carrier on your behalf at cost if you prefer.

This cancellation right does not apply to Bespoke Goods once production has started (see below).

Pre-production cancellation for Bespoke Goods

If you cancel a Bespoke Goods order before production has started, we will refund your payment less a GBP 50 admin fee. Once production has started, Bespoke Goods are non-refundable except where they are defective or do not conform to your specification. Your statutory rights as a Consumer under the Consumer Rights Act 2015 are not affected.

Business Customer returns

Business Customer change-of-mind returns are accepted at LCI's discretion and are subject to:

• a restocking fee of 25% of invoice value

• recovery of outbound freight

• the goods being in resaleable, as-delivered condition

• a request made in writing within 14 days of delivery

Returns of part-orders from a single project, or of goods that have been processed in any way, are not accepted.

6. Non-returnable items

The following are non-returnable except where the goods are defective or do not conform:

• Bespoke Goods once production has started (see Section 5 for pre-production cancellation).

• Goods that have been cut, altered, installed, offered up, dry-fitted, trial-cut, drilled, edge-worked, exposed to sealant or adhesive, or removed from their original protective packaging for assessment on site.

The following are non-returnable by Business Customers (Consumer cancellation rights under the Consumer Contracts Regulations 2013 are not affected):

• Offcuts and end-of-run material

• Sale and clearance items

7. How to return

Contact us at info@lowcarbonindustrial.com with your order details and the reason for return. We will confirm return arrangements in writing within 2 working days.

For faulty, damaged, or incorrectly supplied items, we will arrange and pay for collection.

For Consumer change-of-mind returns under the 14-day cancellation right, return shipping is at your cost. You may arrange your own carrier, or ask us to arrange collection on your behalf at cost.

Condition of returned goods

You may handle the goods as you would in a showroom to establish their nature, characteristics, and functioning. Handling beyond this may reduce your refund (see Section 8).

Please package returns with protection equivalent to the original packaging, with edges and corners protected.

• Consumer: if goods arrive damaged in return transit because of inadequate packaging, we may reduce your refund proportionately to the reduction in resale value.

• Business Customer: goods arriving damaged or unpackaged may be refused, or accepted with a deduction reflecting the reduction in value.

Items sent back without prior authorisation will not be accepted and may be returned to you at your cost.

8. Refunds

If your return is approved:

• Consumer: we will refund you within 14 days of receiving the goods back, or earlier if you supply evidence that you have returned them. Refunds include the standard outbound delivery charge you paid (but not any extra paid for a premium or expedited service).

• Business Customer: refunds are issued by credit note against your account or to the original payment method, at LCI's discretion. Where the return relates to an unpaid invoice, the refund is issued as a credit note only; any restocking fee and outbound freight remain due.

Refunds are issued to the original payer using the original payment method. Where the original method is unavailable, we may issue by bank transfer to a verified account in the same name as the original payer, on provision of proof of identity.

Deductions for handling

Where a returned item shows signs of handling beyond what is necessary to establish its nature, characteristics, and functioning, we will deduct an amount from the refund to reflect the reduction in value, as permitted by regulation 36 of the Consumer Contracts Regulations 2013. In the case of surface materials, where handling has rendered the item no longer saleable as new, the deduction may be up to 100% of the purchase price. We will explain the basis for any deduction in writing.

9. Material variation

Our products are made from natural, reclaimed, and recycled materials. Variation in colour, pattern, grain, texture, and inclusions is an inherent characteristic of these materials. The Technical Data Sheet for each product describes the expected ranges and tolerances. Material that falls within the published tolerances is considered compliant and is not a defect.

Where a sample has been supplied, the sample shows the character and tolerance range of the material. It is not an exact match for batch, colour, or pattern.

By placing an order you confirm that you have reviewed the Technical Data Sheet, which is available on our website and on request.

10. Statutory rights

Nothing in this policy affects statutory rights that cannot be excluded or limited, including:

• rights under the Consumer Rights Act 2015, including the short-term right to reject defective goods within 30 days of delivery.

• rights under the Consumer Contracts Regulations 2013 for distance sales to Consumers.

• rights under the Consumer Protection Act 1987

11. Complaints

If you are not satisfied with our handling of a delivery, return, or refund, please contact us at info@lowcarbonindustrial.com and we will aim to respond within 5 working days. 

12. Governing law

This policy is governed by the laws of England and Wales. Disputes are subject to the jurisdiction of the courts of England and Wales, except that a Consumer resident in Scotland or Northern Ireland may bring proceedings in their local courts.