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Shipping Policy

Delivery Terms & Conditions

These terms apply exclusively to account holders.

Delivery Service

  • Orders will be delivered to the account holder’s delivery address on the specified delivery days, unless an alternative address is provided.

  • Next-day delivery is available for orders placed before 12:00 noon.

  • Standard delivery typically takes up to 7 working days, with the estimated lead time specified in the order confirmation email.

  • Free standard delivery is available for most orders over £250 (excluding VAT) within mainland UK.

  • Orders below this amount will incur a delivery fee, calculated based on parcel size and weight.

  • Additional delivery charges apply for orders to offshore islands.

Delivery Considerations

  • If your delivery location has restricted access for a 7.5-tonne lorry, please notify us before placing an order so we can arrange alternative delivery options.

  • Large orders may be delivered on a pallet. The delivery carrier may contact you with a time slot if a mobile number is provided.

  • Please ensure that someone is available at the delivery address on the scheduled day to assist the driver with unloading and transporting items to the delivery destination.

Failed Deliveries & Additional Charges

  • If a carrier is unable to complete a delivery due to an unnotified access issue, any associated costs for failed delivery and return will be charged to the account holder.

Order Amendments & Cancellations

  • Orders cannot be amended or cancelled once manufacturing has commenced or, in the case of stocked items, once they have been dispatched.

Inspection & Claims

  • Please inspect all goods within 3 days of receipt. Claims for transit damage or missing items will not be accepted beyond this timeframe.

For any delivery-related concerns, please contact us before placing your order.

Returns Policy

If you need to return a product for any reason, please complete the Customer Returns Form and email it to our Quality Department at Quality@midtherm.net.

Customer Returns Process

  1. Complete the Customer Returns Form – Ensure all required fields are filled out, including whether you request a replacement item or a credit note.

  2. Review & Collection – Our Quality Department will review your request and arrange for the item’s collection, typically with your next scheduled delivery.

  3. Collection Requirements – Goods will not be collected unless:

    1. The Customer Returns Form is fully completed.

    2. A collection note has been issued.

  4. Processing Returns – Once received:

    1. A replacement order will be placed (if requested).

    2. If a credit note is specified, the request will be forwarded to our Accounts Department.

  5. Urgent Replacements – If you need a replacement urgently, please indicate this on the form. In cases of customer error, the most cost-effective delivery service will be used, and the delivery charge will apply.

Return Conditions

  • Stock Items:

    • Must be current and in a resaleable condition to qualify for a credit.

    • A 20% re-stocking fee applies to correctly supplied stock items.

  • Non-Stock & Bespoke Items:

    • Items made to order cannot be returned or credited.

  • Damaged or Incorrect Goods:

    • Any claims for damaged or incorrect items must be made within 3 days of delivery.

Items Not Eligible for Return

  • Bespoke (made-to-order) items

  • Bespoke (made-to-order) lengths of flexible liners

  • Powder-coated colour items (with the exception of our stocked matt black products).

  • Non-stocked items

  • Diameters larger than standard stocked sizes (typically over 200mm)

We strive to provide high-quality products and service at all times. If you have any concerns, please contact us at sales@midtherm.com or reach out to your local area representative.