Return and Refund Policy

A.T. Best Handlers Ltd
Effective from: 15 October 2025

1. Purpose and Scope

This policy explains how customers can return products or request refunds from A.T. Best Handlers Ltd. It applies to all purchases made through our website, by phone, or in person.

A.T. Best Handlers Ltd primarily supplies products and machinery to business customers. However, this policy also outlines the rights of individual consumers purchasing goods for personal use, in line with UK consumer protection laws.

2. Legal Framework

For consumer customers, this policy complies with:

• The Consumer Rights Act 2015
• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• The Sale of Goods Act 1979, as applicable

For business-to-business sales, the contract terms and conditions agreed at the time of purchase take precedence. Statutory rights are not affected.

3. Eligibility for Returns

We accept returns where:

• The item is defective, damaged, or not as described.
• An incorrect product has been supplied.
• A return is agreed in writing with A.T. Best Handlers Ltd prior to dispatch.

Returns will not be accepted for:

• Special-order or custom-built machinery.
• Electrical or hydraulic components that have been fitted, installed, or opened.
• Consumable items such as filters, lubricants, and fluids that have been opened or used.
• Goods returned without prior authorisation.

4. Return Period

• Business customers: Returns must be requested within 7 days of delivery.
• Consumer customers: You have the right to cancel and return items within 14 days of receipt when purchased online or by distance, unless excluded under the regulations.
• For defective goods, a return may be accepted within the warranty period, subject to inspection.

5. Return Authorisation

Before returning any item, customers must contact our office to obtain written approval and a Return Authorisation Number (RAN). Items sent back without prior approval may be refused and returned at the sender’s cost.

To arrange a return, contact us:

• Telephone: 01236 607 077
• Email: info@atbesthandlers.co.uk
• Address: A.T. Best Handlers Ltd, Ninian Road, Brownsburn Industrial Estate, Airdrie, ML6 9SE

6. Condition of Returned Goods

Returned goods must:

• Be unused and in their original condition.
• Include all manuals, accessories, and packaging.
• Not show signs of installation, use, or modification.

All returns are inspected on arrival. Any damage, missing parts, or signs of use may result in a partial refund or refusal.

7. Return Shipping and Costs

• If an item is faulty or supplied incorrectly, A.T. Best Handlers Ltd will arrange and cover return carriage.
• For change-of-mind returns or non-faulty items, the customer is responsible for all return costs.
• Large machinery returns must be agreed and collected by prior arrangement.

Returned goods remain the customer’s responsibility until received and accepted by A.T. Best Handlers Ltd.

8. Refunds and Processing

Once a return has been received and inspected:

• Approved refunds will be processed using the original payment method within 14 days.
• Refunds cover the cost of goods only, unless delivery or installation charges were included as part of a faulty order.
• Deductions may be made for any loss in value caused by improper handling or incomplete return.

Delivery, installation, or finance fees are non-refundable unless the item is confirmed as faulty.

9. Warranty Claims

Most new machinery and parts are supplied with a manufacturer’s warranty.
Warranty claims should be reported immediately by phone or email.
A.T. Best Handlers Ltd will liaise with the manufacturer on your behalf where applicable, and all warranty repairs or replacements will follow the manufacturer’s conditions.

10. Damaged or Incorrect Deliveries

Customers must inspect all goods upon delivery.
Any damage, shortage, or discrepancy must be reported within 48 hours of receipt. Photographs of the packaging and damaged goods should be provided to support the claim.
Where verified, a replacement, repair, or refund will be arranged promptly.

11. Exceptions and Special Circumstances

• Items purchased under finance, hire, or lease agreements are subject to the terms of that agreement.
• Returns of non-stock items or machinery ordered specifically for a customer may incur a restocking fee of up to 20 percent of the order value.
• No returns are accepted for goods that have been used in demonstration, rental, or field conditions unless agreed in writing.

12. Contact Details

A.T. Best Handlers Ltd
Ninian Road, Brownsburn Industrial Estate
Airdrie, North Lanarkshire, ML6 9SE
Telephone: 01236 607 077
Email: info@atbesthandlers.co.uk
Opening hours: Monday to Friday 8:00 – 17:00, Saturday 8:30 – 12:00

13. Policy Updates

A.T. Best Handlers Ltd may amend this policy at any time. The most recent version will always be available on our website.