Terms & Conditions
Effective from: 9 September 2026
Please read these terms before using our website or ordering goods. Parts A, B and E apply generally. Part C contains additional rights for consumers. Part D applies only to business customers. The delivery and returns schedules form part of these terms. Nothing in these terms removes rights which the law does not allow us to exclude or restrict.
Part A — Website and customer information
1. Who we are and how to contact us
1.1 The operator of multiquip.co.uk and the seller under these online terms is Multiquip (UK) Limited, registered in England and Wales under company number 03544287. Our registered office and principal UK trading address are Unit 2, Northpoint Industrial Estate, Globe Lane, Dukinfield, Cheshire, SK16 4UJ, United Kingdom. Our VAT registration number is GB707979289.
1.2 Contact us at sales@multiquip.co.uk or on 0161 339 2223. Written notices, complaints and cancellation notices can be sent to that email address or our address in clause 1.1. For website technical enquiries, use webmaster@multiquip.co.uk. Please include your order reference where available, but an order reference is not a condition of exercising a statutory right.
1.3 Multiquip (UK) Limited is a subsidiary of Multiquip Inc., a US-based company. References to our group, manufacturers or brands do not make those organisations the seller under your UK online order. These terms do not create a guarantee from another group company. Any separate manufacturer guarantee applies according to its own terms and does not replace our responsibilities as seller.
2. Which terms apply and who is a consumer
2.1 These terms govern use of this website and orders for goods placed through its online store. Product-specific information and any additional terms expressly agreed before acceptance also form part of the sale. We will provide or identify those terms before you become bound.
2.2 A consumer is an individual acting for purposes wholly or mainly outside their trade, business, craft or profession. A business customer is a person purchasing wholly or mainly for business purposes, including a company or a sole trader buying for their business. Your actual purchasing purpose determines your status. Entering a business name, requesting a VAT invoice or selecting a checkout category does not by itself remove consumer rights.
2.3 Website browsing does not commit you to buy. Before ordering, you must be able to enter a binding contract. A person ordering for an organisation must have authority to do so and must supply accurate contact, billing and delivery information.
2.4 These online terms govern online-store orders rather than separate quotation, trade-credit, hire, servicing, repair or training agreements. International/export enquiries are dealt with separately. Where a separate contract is proposed, we will identify its terms and obtain agreement before it applies. A reference to other terms after an online contract is formed does not change that contract without lawful agreement.
2.5 For an online sale, an express agreement about that particular order takes priority over these general terms, subject always to mandatory law. These online terms and their schedules take priority over inconsistent general website statements. No priority provision allows us to withdraw a binding product description, pre-contract assurance or statutory right on which you were entitled to rely.
3. Website access, accounts and acceptable use
3.1 Use the website lawfully. You must not introduce harmful code, attempt unauthorised access, disrupt availability, misuse another person’s account, carry out fraudulent transactions or use the website to infringe another person’s rights.
3.2 Where an account is offered, keep your access details secure and tell us promptly about suspected misuse. We will take reasonable security precautions within our control. You are not automatically responsible for every unauthorised transaction or for a security failure caused by us.
3.3 Access may occasionally be interrupted for maintenance, faults or circumstances outside our control. We may restrict misuse or an actual security threat. Any restriction must be proportionate and does not remove obligations concerning an order already accepted, your data-protection rights or access to a remedy.
3.4 You may browse and make reasonable use of the website for evaluating and purchasing our products. Automated activity which circumvents security controls, unlawfully extracts protected material or materially harms the website is prohibited. This does not prevent activity permitted by law.
4. Website content, intellectual property and external links
4.1 Copyright, trade marks and other intellectual property in the website belong to Multiquip (UK) Limited, other group companies or their respective licensors and owners. No ownership is transferred to you through use of the website or purchase of goods.
4.2 You may save or print material for your own purchase, product operation and other lawful internal use, keeping relevant safety warnings and ownership notices. Commercial republication, misleading use of our branding or reproduction beyond what the law permits requires the rights holder’s permission.
4.3 Technical information must be read with the relevant product specification and manufacturer’s instructions. General website material is not an assessment of your particular site, installation or working method. However, we remain responsible for contractual descriptions and for advice or information for which the law makes us responsible.
4.4 External links are provided for convenience. The linked organisation is responsible for its own content and terms. A link is not, by itself, an endorsement. This does not exclude our liability for a representation we actually make.
4.5 Enquiries or materials you send us remain subject to your rights and our privacy obligations. Sending an enquiry does not grant us unrestricted ownership of its contents or permission to publish confidential or personal information.
5. Privacy, cookies and marketing
5.1 Our Privacy Notice explains how personal information is used. Our Cookie Policy explains storage and access technologies and the choices available. Those notices must be read alongside, but are not a blanket consent created by, these terms.
5.2 Placing an order, accepting these terms or contacting customer services is not consent to optional advertising cookies or marketing. Where consent is required, it is requested separately. You can use the contact details above to raise a privacy concern or request the appropriate privacy contact.
Part B — Ordering and supply
6. Products, descriptions, condition and safe use
6.1 The product page and any specification supplied before ordering describe the goods, key dimensions, compatibility, power requirements, included accessories and any important limitations. Check those details before purchase and ask us about anything unclear. If we agree that goods are suitable for a particular purpose you tell us about, your applicable legal rights are preserved.
6.2 Photographs are illustrative unless a listing expressly identifies the actual item. Screen settings can affect appearance. Such qualifications do not allow a material departure from the agreed description. We will not substitute a materially different product, specification or accessory without your agreement.
6.3 Each product’s condition must be accurately described. New, used, refurbished and ex-demo goods are not interchangeable descriptions. Ex-demo goods will be identified as such, with material use, known defects, missing items, relevant operating hours and packaging condition disclosed where applicable. A discount or an ex-demo label does not remove statutory rights.
6.4 Standard products obtained specially from a supplier are not necessarily made to a customer’s specification. Any genuinely personalised or bespoke element, associated lead time and applicable cancellation exception will be explained before the order is accepted.
6.5 Machinery and tools must be selected, installed, operated, maintained and stored in accordance with the supplied instructions and applicable safety requirements. Arrange competent operators, appropriate protection and any necessary site assessment. Do not operate unsafe goods. Contact us about suspected defects or safety notices. These requirements do not shift our own product safety or legal supply obligations to you.
6.6 Normal wear, consumables and damage actually caused by misuse or incompatible installation are different from a defect present when goods were supplied. A warranty exclusion or an allegation of misuse will not automatically defeat an unrelated statutory claim. We will consider the circumstances and evidence.
7. Ordering and acceptance
7.1 Add goods to your basket, enter the required details, review the order and correct errors before submitting it. The final ordering step will make clear that placing the order creates an obligation to pay if we accept it. You can read and retain these terms before ordering.
7.2 Your submitted order is an offer to buy. An automated acknowledgement, payment receipt or payment authorisation is not, by itself, acceptance. We accept by sending an email expressly confirming acceptance, ordinarily our despatch confirmation or notification that an order is ready for collection. For goods requiring manufacture or other special arrangements, we may instead expressly accept in writing before that work begins.
7.3 A contract is formed when we send that acceptance. If we accept only part of an order, we will make clear which goods are accepted and explain the position for the remainder. We will not treat silence as agreement to a different product, price or delivery arrangement.
7.4 Before acceptance, we may decline an order for a genuine reason, such as unavailability, an unresolved pricing error, an unsupported delivery address or reasonable fraud concerns. We will notify you and return any payment for goods we do not accept promptly, normally within 14 calendar days. This does not give us a general right to cancel an accepted order.
7.5 We will provide the accepted order details and applicable terms by email or another format you can keep. Please retain them. Contact us promptly about an error. Any later change requires agreement or a right expressly permitted by law; statutory cancellation rights are unaffected.
8. Prices, VAT, charges and errors
8.1 Prices are in pounds sterling. For consumer online purchases, the selling price includes VAT at the applicable rate. A separately labelled ex-VAT trade price may also be displayed, but it does not replace the VAT-inclusive consumer price. Your order summary shows the VAT treatment and the total payable.
8.2 Applicable delivery and other unavoidable charges will be disclosed before you place the order. Optional extras require your express selection. We will not add an undisclosed mandatory surcharge after acceptance or treat a pre-selected extra as your agreement.
8.3 Where the price or delivery cost depends on a specification or location and cannot be confirmed automatically, we will provide the necessary quotation before accepting a binding order. A product requiring a quotation must not be represented as immediately purchasable at an incomplete price.
8.4 If we discover a pricing or description error before acceptance, we will explain it and ask whether you wish to proceed on the corrected basis. You may decline and receive a refund of any payment for the affected goods. After acceptance, an error does not give us an unrestricted right to reprice or cancel. We will seek a lawful resolution and respect the contract and your rights.
8.5 Promotion conditions, end dates and any eligibility restrictions will be disclosed with the offer. Descriptions of savings, previous prices, stock or time limits must be genuine. A promotion does not reduce statutory rights.
9. Payment
9.1 Online goods are sold on a payment-with-order basis unless we expressly agree otherwise. The available payment methods and any relevant authorisation or collection step are shown at checkout. Do not send full card details by ordinary email.
9.2 Payment may be processed when you order, before contractual acceptance under clause 7. Payment alone does not mean that the order has been accepted. If an order is declined, an authorisation will be released or captured funds refunded as appropriate.
9.3 We may carry out reasonable payment and fraud checks and request information reasonably needed to complete them. We will not impose an undisclosed consumer payment-method surcharge which the law prohibits. Any separately agreed business credit facility is subject to its own agreed terms, not an assumed credit arrangement under this website.
9.4 If a payment fails, we will notify you where practicable. We may withhold despatch pending payment where entitled to do so. Any suspension or cancellation of an accepted order must respect the contract and applicable consumer rights.
10. Stock, special orders and order changes
10.1 We aim to show accurate stock and availability information. A listing or acknowledgement is not a guarantee of stock. If we cannot supply, or an advertised lead time materially changes, we will contact you promptly with the available options rather than leave the order open indefinitely.
10.2 We will explain known special-order or manufacturing lead times before acceptance. We will not classify an ordinary stock item as personalised simply because it is sourced for your order.
10.3 Request an amendment as soon as possible. We will explain any effect on price, lead time or specification before you agree to the change. An agreed amendment will be confirmed in writing. Consumer statutory cancellation rights continue to apply to the extent the law provides.
10.4 We will not send substitutes without your agreement. Where goods cannot be supplied and the order is ended, we will refund amounts due for those goods and relevant delivery charges.
11. Delivery and collection
11.1 Schedule 1 explains our online delivery arrangements. Online deliveries are available within supported locations in England, Wales, Scotland and Northern Ireland. Availability depends on the goods and destination. Postcode restrictions and costs for the Highlands, islands, remote areas, Northern Ireland and specialist loads must be disclosed before ordering. The Channel Islands and Isle of Man are not part of the United Kingdom and are not included automatically.
11.2 Standard UK checkout does not accept international/export orders. Contact us for a separate quotation. Where a destination or product requires a manual freight quote, obtain that quote before ordering; a blank shipping price is not a promise of free delivery.
11.3 Product pages and checkout identify the applicable despatch estimate and delivery estimate. Despatch time is the time before goods leave us; transit time is the carrier’s expected journey afterwards. Do not assume that every item has the same lead time. An expressly agreed delivery deadline takes priority over a general estimate.
11.4 Unless a different time is agreed, consumer goods will be delivered without undue delay and no later than 30 days after the contract is made. Your remedies for missed delivery are set out in clause 12. A general estimate does not remove those rights.
11.5 For palletised, oversized or heavy goods, any kerbside-only service, access restrictions, unloading arrangements, required equipment and appointment conditions will be explained before ordering. Do not assume that the carrier can enter a building, install machinery or provide unloading equipment unless this is expressly included.
11.6 Provide an accurate, accessible delivery address and tell us of material access restrictions. Where an avoidable failed delivery is caused by information or access arrangements within your responsibility, we may recover a reasonable, evidenced redelivery cost if it was disclosed or otherwise lawfully agreed. We will not charge for a failed delivery caused by us or our carrier, or use this clause as a penalty.
11.7 Where collection is offered, wait for confirmation that the goods are ready and use the agreed collection point and time. We may request reasonable proof of the order and the collector’s authority. Any collection deadline or storage charge must be agreed or disclosed before it applies; goods will not be forfeited automatically.
11.8 Inspect deliveries where reasonably possible and tell us promptly about visible damage, missing items or an incorrect product. A signature, delivery photograph, failure to inspect immediately or failure to meet a requested reporting time does not waive a consumer’s rights. Please keep packaging and photographs where useful, but neither is an absolute condition of a valid statutory claim.
12. Late, missing or unsuccessful supply
12.1 Tell us if goods do not arrive as expected. We are responsible for investigating problems with a carrier we appoint. We will not require a consumer to recover the purchase price from that carrier instead of dealing with us.
12.2 A consumer may end the contract for late delivery immediately where we refuse to deliver, delivery within the agreed time was essential in the circumstances, or the consumer told us before the contract that the date was essential. Otherwise, the consumer may require delivery within an appropriate additional period and end the contract if we still fail to deliver. Other legal remedies remain available.
12.3 If you validly end an order for non-delivery, we will refund the amounts due without undue delay. Where only part of an order is affected, your right to reject associated goods or end the whole order depends on the circumstances and applicable law. We will explain the proposed calculation.
12.4 For business orders, tell us about any essential deadline before acceptance so we can expressly agree it. We will notify material delays and use reasonable efforts to resolve them. The general business provisions do not permit us to retain payment indefinitely for goods we do not supply.
13. Risk and ownership
13.1 For a consumer, risk passes when you, or a person you identify other than the carrier, takes physical possession. If you independently engage a carrier that we did not offer, risk may pass when that carrier receives the goods, as the law provides.
13.2 For a business customer, risk passes on delivery to the agreed destination or physical collection by you or your authorised carrier. A different delivery term applies only if expressly agreed in advance.
13.3 Ownership passes when we have received full payment for the relevant goods and they have been delivered or collected. Until then, a business customer must take reasonable care of identifiable unpaid goods. Any recovery of our property must be lawful; this clause gives no automatic right of forced entry and does not override insolvency law or third-party rights.
13.4 A valid return, rejection or cancellation is dealt with under the relevant provisions below. Neither risk nor ownership wording limits statutory remedies for goods which were faulty, unsafe or not as described when supplied.
14. Warranties, assistance and safety notices
14.1 Any additional manufacturer or commercial warranty, its duration, provider, territorial coverage, registration requirements and material exclusions will be identified for the particular product before purchase or supplied with the guarantee where the law permits. There is no universal warranty period for all products under these terms.
14.2 Commercial warranties are additional to statutory rights. Consumers may bring a valid claim to us as seller without first exhausting a manufacturer’s process. Failure to complete an optional warranty registration does not remove statutory rights.
14.3 Repairs or modifications may affect a particular warranty where its lawful terms say so. They do not automatically defeat every claim, regardless of cause. We may reasonably inspect goods or request relevant information to establish a fault, while keeping inconvenience and delay proportionate.
14.4 If we issue a recall or safety instruction affecting your goods, stop using them where instructed and contact us. We will explain the available corrective action and our legal responsibilities. Any legally required take-back or disposal arrangement will be explained separately; these terms do not remove it.
Part C — Consumer purchases
15. Consumer cancellation: changing your mind
15.1 If you buy goods as a consumer under a distance contract, you normally have 14 days to cancel without giving a reason. This period ends 14 days after the day you, or your nominated recipient other than the carrier, receives the goods. For a single order delivered in separate consignments, the period normally runs from receipt of the last goods; special statutory rules apply to regular-delivery contracts. You may also cancel before delivery.
15.2 Tell us clearly that you wish to cancel by email, post or telephone using clause 1. You may use Schedule 3, but you do not have to. Send the notice before the cancellation period expires. We recommend keeping a record. A returns number, photographs, a particular form or our prior approval is not required to give valid cancellation notice.
15.3 Processing or despatch does not remove your statutory cancellation right. If goods are already in transit, notify us and we will explain safe return arrangements. Refusing delivery alone may not tell us that you intend to cancel; please give a clear cancellation notice as well.
15.4 The right to change your mind does not apply to goods genuinely made to your specification or clearly personalised, where the statutory exception applies. This is not a blanket exception for special-order goods, ordinary choices from standard stock options, opened packaging, sale goods or ex-demo products. Any relevant exception will be made clear before ordering.
15.5 Cancellation exceptions do not remove rights for faulty, unsafe or misdescribed goods. Where required cancellation information was not supplied, the statutory cancellation period can be extended; these terms do not shorten that extended period.
16. Consumer returns, costs and cancellation refunds
16.1 After cancelling, send goods back or hand them over to us without undue delay and no later than 14 days after you told us, unless we have agreed to collect them. Return to the address in clause 1.1 unless we provide an agreed alternative. For large machinery, contact us promptly to arrange safe transport; waiting for an administrative returns number is not a reason to lose a right you exercised on time.
16.2 For a non-faulty change-of-mind return, you pay the direct return cost only where we informed you before purchase that you would be responsible. We will not add a consumer restocking, administration or cancellation fee to the statutory cancellation process.
16.3 Where goods cannot normally be returned by post, we must give the return cost, or a reasonable estimate where a precise cost cannot reasonably be calculated, before you become bound. That information must be specific enough to the goods and relevant delivery region to be meaningful. It will be shown with the product or delivery information or supplied in an agreed quotation. If the law requires us to bear the cost because we failed to provide the required information, we will do so.
16.4 We can discuss collection. Any charge for a non-faulty collection must be explained and agreed, and cannot displace your right to arrange a suitable return yourself. We bear reasonable necessary return or collection costs for a valid faulty, damaged or incorrectly supplied goods claim.
16.5 You may inspect goods as you reasonably would in a shop. For a change-of-mind return, we may deduct only actual diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, and only where the law permits. We will explain and evidence a deduction. Opening packaging is not itself a loss of the cancellation right. Extensive operation, installation damage or contamination may affect value, but there is no automatic percentage deduction.
16.6 Use suitable packaging and a safe transport method. Machinery containing fuel, batteries or hazardous residues may need specialist handling. We will help identify a suitable route rather than require an unsafe or prohibited postal return. Original packaging is helpful but is not an absolute condition of statutory cancellation or fault rights.
16.7 We will reimburse cancellation payments without undue delay and within the statutory deadline. For goods, unless we have offered to collect, we may withhold the refund until we receive the goods or you provide evidence of sending them back, whichever occurs first. The refund will then be made no later than 14 days after that earlier event. If we have offered to collect, or the goods have not been despatched and there is nothing to return, the deadline is normally 14 days after you informed us of cancellation; it is not postponed simply because an agreed collection is delayed.
16.8 On cancellation of a whole order, the refund includes the cost of our least expensive standard delivery option offered for that order. Any additional cost of a premium service you selected need not be refunded. For a partial cancellation, we will explain the treatment of delivery costs and refund what the law requires. Any lawful diminished-value deduction will be identified separately.
16.9 Refunds use the original payment method unless you expressly agree otherwise, and no refund fee is charged. A bank’s processing time does not extend our legal deadline for issuing a refund. Store credit will not be imposed instead of a refund you are entitled to receive.
17. Consumer rights where goods are faulty or incorrect
17.1 Goods must meet the standards required by the Consumer Rights Act 2015, including satisfactory quality, fitness for a purpose covered by the law, and conformity with their description. The standard takes account of matters such as price, age and accurately disclosed condition. A specifically disclosed defect is different from an undisclosed fault; describing goods as used or discounted is not a general exclusion of responsibility.
17.2 You normally have a short-term right to reject non-conforming goods within 30 days of delivery and the other conditions starting that period being met. The period may be paused where you request or agree to repair or replacement. Tell us clearly about the problem and the remedy requested. We will not replace the statutory period with a seven-day or 14-day reporting limit.
17.3 Where applicable, you may require repair or replacement. We must do this within a reasonable time, without significant inconvenience and at our necessary cost. A remedy may be refused if impossible or disproportionate under the Act. If the statutory conditions are met, including a failed repair or replacement or an unacceptable delay, a price reduction or final rejection may be available.
17.4 For the applicable repair, replacement, price-reduction and final-rejection rights, a fault appearing within six months is generally presumed to have existed at delivery unless we establish otherwise or the presumption is incompatible with the nature of the goods or fault. This is not a six-month limit on all claims. After that period, evidence about the cause and timing of the fault may be required.
17.5 On a valid rejection, we will make any refund due without undue delay and within 14 days after agreeing that you are entitled to it. A deduction for use on final rejection will be made only where permitted by law, with the basis explained. Statutory restrictions on deductions, including those applying during the first six months, will be respected.
17.6 Contact us promptly about transit damage, shortages or a wrong item so that we can investigate and arrange a remedy. We may request reasonable evidence, inspection or proof of purchase, but not necessarily an original paper receipt or original packaging. We will not refuse a valid consumer claim merely because you did not report it within an administrative time limit or approach the manufacturer first.
17.7 These provisions summarise, rather than exhaust, your statutory rights. Other remedies, including damages where legally available, are not excluded.
18. Our responsibility to consumers
18.1 We are responsible for loss or damage which is a foreseeable result of our breach of contract or failure to use legally required care and skill. A loss is foreseeable if it was an obvious consequence or was contemplated by both of us when the contract was made.
18.2 We do not exclude or limit liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, defective products where liability cannot be excluded, failure to supply with good title, or any other liability which the law does not permit us to exclude. We do not restrict statutory consumer remedies.
18.3 We are not responsible for a loss which is not caused by our breach or wrongful act, or for losses the law does not require us to compensate. The exclusions and cap in Part D do not apply to consumers. Nothing here creates a blanket exclusion for all indirect loss regardless of whether consumer law makes us responsible.
Part D — Business purchases only
19. Business orders and purchase-order conditions
19.1 This Part applies only where you buy as a business customer as defined in clause 2. It does not apply merely because the product is industrial equipment. Part C does not create a statutory consumer right for a genuine business purchase.
19.2 A business customer’s purchase-order conditions apply only if we expressly agree to them in writing before the contract is made. Referencing a purchase-order number for administration does not by itself amount to that agreement.
19.3 Before ordering, a business customer should establish the product’s suitability for its intended commercial use and tell us any purpose on which it seeks to rely. We remain responsible for agreed descriptions, express commitments and obligations which cannot lawfully be excluded. We are not assuming responsibility for designing your overall installation unless expressly agreed.
20. Business cancellation, returns and faulty goods
20.1 A business customer does not have the automatic distance-selling change-of-mind right described in Part C. An accepted business order can be cancelled or changed by agreement, except where a separate contractual or legal right applies.
20.2 Our voluntary policy for eligible non-faulty standard goods is to accept a return where you notify us within 14 days after receipt and return them within the following 14 days. The goods must be complete, in the supplied condition and not used or installed after delivery beyond agreed inspection. For ex-demo goods, the relevant baseline is the condition in which we supplied them, not an impossible requirement that they become new. You pay agreed direct return costs. No restocking fee applies to an eligible return under this paragraph.
20.3 Non-faulty bespoke, personalised or made-to-specification goods are outside that voluntary business policy. A non-faulty special-order item may also be excluded from the voluntary business policy if that exclusion was made clear before the business contract. Such exclusions do not apply to a valid claim for faulty or incorrectly supplied goods.
20.4 Outside the voluntary window, we may agree to accept a non-faulty business return at our discretion. For a return received more than 30 days after delivery, a 10% restocking deduction may be agreed in advance, calculated on the price paid for the returned goods. We will explain the amount and any VAT adjustment before you agree. It is not an automatic fee for all returns, does not apply to consumers exercising statutory rights, and does not apply to a valid faulty, damaged or incorrect supply claim.
20.5 Tell us about business shortages, transit damage and incorrect items as soon as reasonably possible, preferably within seven days. Tell us about a latent defect promptly after discovery. Delay will be considered only to the extent it lawfully affects a claim or causes evidential prejudice; there is no automatic seven-day exclusion of every right.
20.6 We may reasonably inspect allegedly defective goods and ask for information about use, maintenance and the fault. We will honour applicable contractual promises and statutory obligations, including those under the Sale of Goods Act 1979 where applicable. An appropriate repair, replacement, price adjustment or refund will be determined by the contract and law, not solely by our discretion to deny all remedies.
20.7 Necessary costs of a justified return caused by our breach will be met as the law and contract require. Agreed voluntary-return refunds will be issued within 14 calendar days after receipt, subject only to deductions clearly agreed in advance and lawful VAT adjustments. Refunds legally due for breach will not be delayed by an unnecessary administrative process.
21. Business liability
21.1 Nothing in this Part excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, title to goods, liability for defective products which cannot be excluded, or any other non-excludable liability.
21.2 Subject to clause 21.1 and the applicable reasonableness requirements of law, we are not liable to a business customer for indirect or consequential losses, or for loss of profit, revenue, business opportunity, anticipated savings or goodwill arising from an order. This does not remove an express refund, repair or replacement obligation under the contract.
21.3 Subject to clause 21.1 and only so far as reasonable and lawful, our aggregate liability for other economic losses arising from the relevant order is limited to the total price paid or payable for that order. This economic-loss cap does not limit liability for physical damage to tangible property caused by our negligence, or an express obligation to refund the price or provide an agreed repair or replacement.
21.4 These provisions apply whether a qualifying claim arises in contract, negligence or another legal basis, but only to the extent the law allows. They are not a statement that all exclusions in standard business terms are automatically enforceable. Neither party must compensate losses which the other party could reasonably have avoided, to the extent the law requires mitigation.
Part E — General provisions
22. Events outside reasonable control
22.1 If an event beyond our reasonable control materially affects supply, we will tell you as soon as reasonably practicable, explain the effect on your order and take reasonable steps to reduce delay. A routine commercial inconvenience does not automatically excuse performance.
22.2 This clause does not remove a consumer’s delivery, cancellation, refund or other statutory rights. It does not permit us to keep payment for goods indefinitely without supplying them.
22.3 For a business order, if such an event prevents the affected supply for more than 30 days, either party may end the affected undelivered part by written notice, unless another lawful arrangement has been expressly agreed. We will refund payments for goods not supplied. Rights relating to an earlier breach are preserved.
23. Complaints and resolving disputes
23.1 Send complaints to sales@multiquip.co.uk, telephone 0161 339 2223 or write to our address in clause 1. Include the issue, relevant order information and the outcome sought. We will acknowledge the complaint promptly, investigate fairly and keep you informed where more time is needed.
23.2 If we cannot resolve a consumer dispute directly, we will explain any ADR or other arrangement available under the applicable rules and our actual contractual or voluntary arrangements. Where we are required or agree to offer ADR, we will identify the appropriate provider and explain participation in a form you can keep. We do not claim membership of a particular scheme through these terms. You are not required by these terms to accept binding arbitration or give up access to the courts.
23.3 A complaint or request for inspection does not shorten a statutory time limit or remove a legal remedy. Please raise urgent safety concerns immediately and stop use where appropriate.
24. Communications, changes and other provisions
24.1 We will use the contact details supplied with your order. Tell us about a relevant change. We may send order, delivery, safety and service communications needed to perform the contract; these are distinct from optional marketing. Statutory notices and court documents remain subject to applicable legal rules.
24.2 The terms applying to an accepted order are those agreed when it was formed. Later website updates apply to future orders unless you agree to a lawful variation or a change is required by law. We will not retrospectively remove an agreed remedy through an online update.
24.3 We may transfer contractual responsibilities only where this does not reduce your rights or materially disadvantage you, and will notify you where appropriate. A transfer does not remove responsibilities which the law keeps with us. Any permitted assignment of benefits by you must respect the law and any relevant manufacturer guarantee.
24.4 If a provision is found unlawful or unenforceable, the remaining provisions continue so far as they can fairly and lawfully do so. This clause does not make an unfair consumer term binding by treating it as automatically rewritten in our favour.
24.5 A delay in enforcing a right is not necessarily a waiver. A person who is not a party has no right to enforce these terms merely because they are mentioned, unless a separate enforceable right or mandatory law provides otherwise.
24.6 For business orders, these terms and expressly agreed order documents record the agreement. Nothing excludes fraud, liability which cannot be excluded, or a representation which remains legally enforceable. For consumers, binding pre-contract information and representations are not removed by an entire-agreement statement.
25. Governing law and courts
25.1 These terms and online sales are governed by the law of England and Wales. A consumer retains the protection of mandatory laws which apply in their place of residence; this choice does not remove those protections.
25.2 A consumer may bring proceedings in the courts available to them under applicable law, including the courts of Scotland or Northern Ireland where appropriate. These terms do not force every UK consumer to litigate only in England.
25.3 For business customers, the courts of England and Wales have exclusive jurisdiction, except to the extent an overriding law requires otherwise or a different jurisdiction has been expressly agreed in writing.
Schedule 1 — Delivery Policy
This policy applies to online orders from Multiquip (UK) Limited. Read it with clauses 11–13 of our Website and Online Terms of Sale. It must describe the same service as the product page, checkout and your order confirmation.
Supported destinations and delivery costs
We supply online orders to supported addresses in England, Wales, Scotland and Northern Ireland. Enter the delivery postcode to check service availability and charges for the actual goods. Highlands, islands, remote locations, Northern Ireland and specialist freight can have different service availability, prices and lead times. Any such restriction or charge will be explained before a binding order is placed.
An unsupported destination or an item needing a freight quote must not proceed through normal checkout with an incomplete delivery price. Contact sales@multiquip.co.uk for a quotation. International/export enquiries are handled separately and are not available through standard UK checkout. The Channel Islands and Isle of Man are not automatically included in UK delivery coverage.
Dispatch and transit times
The product and checkout information will state the relevant estimated despatch and transit times. These are different: despatch is when goods leave us; transit is the carrier journey afterwards. Stock items, special orders, pallets and remote-area deliveries may differ. We will notify you promptly if the expected timetable materially changes.
An agreed essential deadline takes priority over an estimate. Unless a different time is agreed, consumer goods will be delivered without undue delay and within 30 days of the contract. Our Terms explain the remedies where delivery is late, refused or not completed.
Heavy goods, site access and collection
Where a product is palletised or oversized, we will explain the available delivery service and any kerbside, access, unloading or equipment requirements before ordering. Installation, positioning inside a building and specialist unloading are included only if expressly agreed. Tell us about relevant restrictions before delivery is arranged.
Provide accurate address and contact information. A reasonable, evidenced redelivery cost may apply to an avoidable failed delivery caused by a matter within your responsibility, where lawfully disclosed or agreed. It does not apply to a failure caused by us or our carrier.
If you select an available collection option, wait for the ready-for-collection confirmation and attend the agreed location. Bring the order details and any reasonable evidence of collection authority requested.
Problems with delivery
Contact sales@multiquip.co.uk or 0161 339 2223 about a missing delivery, damage, shortage or wrong item. Prompt reporting, photographs and retained packaging help us investigate. Please report visible issues as soon as practical. A delivery signature or failure to report within 48 hours or seven days does not waive consumer statutory rights.
We investigate problems with carriers we appoint. A consumer is not required to pursue our carrier instead of us. Consumer risk normally passes only when the consumer or their nominated recipient physically receives the goods. Statutory cancellation and faulty-goods rights remain available.
Schedule 2 — Returns and Refunds Policy
Seller and returns contact: Multiquip (UK) Limited, Unit 2, Northpoint Industrial Estate, Globe Lane, Dukinfield, Cheshire, SK16 4UJ. Email sales@multiquip.co.uk; telephone 0161 339 2223. Contact us before transporting large machinery so that a safe return or collection can be arranged. This policy forms part of our Website and Online Terms of Sale.
Consumer change-of-mind returns
For most goods bought online as a consumer, tell us clearly that you wish to cancel within 14 days after the day of receipt. You may cancel before delivery. For one order received in separate consignments, the period normally runs from the last receipt. You then normally have a further 14 days after notifying us to send the goods back, unless we have agreed to collect them.
Notify us by email, post or telephone. Our model cancellation form is optional. We do not require a returns authorisation number, photographs or a particular form before you can exercise the right. Order processing and despatch do not remove the right. Refusing delivery should be accompanied by clear cancellation notice.
The statutory change-of-mind exception for genuinely made-to-specification or clearly personalised goods applies only where its legal conditions are met and the exception is disclosed. Ordinary special-order goods, standard product options, discounted goods, ex-demo goods and opened packaging are not automatically excluded. Faulty-goods rights still apply to bespoke items.
Condition, packaging and return costs
You may reasonably inspect goods as you would in a shop. You do not lose cancellation rights simply by opening the packaging. We may deduct actual diminished value caused by handling beyond what is necessary to assess the goods, only where the law allows. Any deduction will be explained and evidenced. We do not impose a flat restocking or administration fee on a statutory consumer cancellation.
For a non-faulty change-of-mind return, you pay the direct return cost only where this was disclosed before purchase. For goods not normally returnable by post, the product information or quotation must give the return cost or a reasonable estimate before the contract. If legally required cost information was omitted, we will bear the cost where the law requires.
We can arrange collection by agreement and will explain any non-faulty collection charge first. We bear reasonable necessary return or collection costs for a valid faulty, damaged or incorrect supply claim. Use suitable protective packaging and safe transport. Contact us before returning machinery with fuel, batteries or hazardous residues; do not send prohibited items through an unsuitable postal service.
Consumer cancellation refunds
We refund without undue delay within the legal deadline. Unless we have offered to collect, we may wait until goods are returned or you provide evidence of sending them, whichever is earlier, and will refund no later than 14 days after that event. Where we have offered to collect, or the goods have not been despatched and there is nothing to return, the refund deadline is normally 14 days after cancellation notice.
For a whole-order cancellation, we refund the original least expensive standard delivery cost offered. Additional premium delivery costs need not be refunded. For partial orders, we will explain the delivery calculation and refund what the law requires. Any lawful diminished-value deduction is shown separately. Refunds go to the original payment method unless you expressly agree otherwise, without a refund fee or compulsory store credit.
Faulty, damaged, missing or incorrect goods
Please contact us promptly with the issue and reasonable proof of purchase. Useful photographs, serial numbers and packaging can help, but they are not automatic conditions of a valid statutory remedy. A consumer claim is not lost solely because it was not made within seven or 14 days, because you signed for delivery or because a manufacturer’s warranty has expired.
Consumer goods must meet statutory quality, fitness and description standards. There is normally a 30-day short-term right to reject faulty goods, followed by rights which may include repair or replacement, a price reduction or final rejection under the Consumer Rights Act 2015. Repair or replacement must be provided within a reasonable time, without significant inconvenience and at our necessary cost. A valid rejection refund is due without undue delay and within 14 days after entitlement is agreed.
For the applicable repair, replacement and later remedies, faults appearing within six months are generally presumed to have existed on delivery unless the law’s exceptions apply. This is not a six-month deadline for every claim. Clause 17 explains these rights further. Manufacturer guarantees are additional and do not require you to deal only with the manufacturer.
Used, ex-demo, installed and special-order goods
Condition is assessed against what was properly described and agreed before purchase. An ex-demo item need not be new, but undisclosed defects are not excused by that label. Goods are not automatically sold without remedies because they were discounted or specially sourced.
Using or installing goods can affect a non-faulty cancellation refund where it causes legally deductible diminished value. It does not automatically remove a statutory fault claim. Genuinely personalised goods may be excluded from change-of-mind cancellation, not from remedies for a defect or incorrect supply.
Business returns
A genuine business purchase does not carry the automatic consumer cooling-off right. Our voluntary business policy accepts eligible non-faulty standard goods where you notify us within 14 days of receipt and return them within the following 14 days, complete and in their supplied condition without further use or installation. You pay the direct return cost. No restocking charge applies to an eligible return within that policy.
Non-faulty bespoke or personalised goods are excluded from that voluntary policy. A business special-order exclusion applies only where disclosed before contract. Outside the voluntary window, any return needs agreement. For a discretionary non-faulty business return received after 30 days, a 10% restocking deduction may be agreed in advance and explained before you accept. It does not apply to a valid faulty, damaged or incorrect supply claim, or to consumers exercising statutory rights.
Report business damage or shortages promptly, preferably within seven days, and latent defects promptly after discovery. Applicable contractual and statutory rights are preserved. An agreed voluntary business-return refund will be issued within 14 calendar days after receipt, with only agreed lawful deductions. See Part D of the Terms for the full business provisions.
Complaints
Contact sales@multiquip.co.uk or 0161 339 2223 if there is a problem with a return or refund. We will investigate and explain our decision. This policy does not remove statutory rights, require compulsory arbitration or impose an unadvertised returns fee.
Schedule 3 — Model Cancellation Form
Complete and return this form only if you wish to cancel an eligible consumer contract. You may instead give another clear cancellation statement by email, post or telephone. Use of this form is optional.
To: Multiquip (UK) Limited, Unit 2, Northpoint Industrial Estate, Globe Lane, Dukinfield, Cheshire, SK16 4UJ, United Kingdom.
Email: sales@multiquip.co.uk
I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:
____________________________________________________________________
____________________________________________________________________
Order number, if available: ___________________________________________
Ordered on / received on: ____________________________________________
Name of consumer(s): _______________________________________________
Address of consumer(s): _____________________________________________
____________________________________________________________________
Signature of consumer(s), only if this form is sent on paper:
____________________________________________________________________
Date: ______________________________________________________________
Delete as appropriate. For collection or safe return of large machinery, please contact us using the details above. Sending a valid cancellation notice on time does not depend on first obtaining a returns authorisation.