Refund policy
We want our cancellation and refund process to be straightforward. The rules that apply depend on whether you have hired equipment from SAB Supply or purchased goods outright from our Equipment Store.
Nothing in this policy affects any statutory rights which cannot lawfully be excluded or restricted.
Equipment Hire
Cancelling before delivery
If you need to cancel a hire order, please contact us as soon as possible.
Under our standard cancellation policy, a hire order can normally be cancelled for a full refund provided SAB Supply is notified no later than 4:30pm on the working day before the requested delivery date.
After this point, equipment may already have been allocated, prepared or loaded, a delivery route may have been committed and our supplying depot may have turned away other work in order to fulfil your order.
If a cancellation is received after the deadline, SAB Supply may retain or recover the reasonable supplier, transport, cancellation or other costs that have already been incurred. Depending on the circumstances and how far the order has progressed, these costs may be up to the full amount paid for the affected hire.
If you are a Consumer, any statutory cancellation rights which apply to your order remain unaffected.
If SAB cannot fulfil your requested delivery
Requested delivery dates and times are not guaranteed. Equipment hire is fulfilled through a nationwide network of depots and drivers, and circumstances such as availability, traffic, vehicle breakdowns, weather or operational issues can affect delivery.
If we tell you before delivery that we cannot fulfil your requested delivery date and the alternative we can offer is unsuitable, you may cancel the affected hire and receive a full refund of the amount paid for that order.
For Business Customers, SAB Supply is not responsible for loss of labour, contractor costs, site downtime, project delays, lost profit or other indirect or consequential losses arising from delayed or unsuccessful delivery, to the fullest extent permitted by law.
If the timing of your project is critical, we strongly recommend arranging delivery with sufficient time before labour or other work is due to begin.
Failed deliveries
The Customer is responsible for providing accurate delivery information and telling SAB Supply in advance about anything which could affect delivery, including access restrictions, parking or loading restrictions, restricted delivery times, gates, security procedures, unsuitable ground or incorrect address information.
Someone must normally be available to accept and sign for hired equipment. Our suppliers will not normally leave hired equipment unattended.
If delivery fails because of something within the Customer's responsibility, an applicable failed delivery charge and any reasonable additional supplier or transport costs may be payable.
The Hire Period does not begin until the equipment is successfully delivered.
If the Customer does not wish to rearrange delivery following a Customer-caused failed delivery, SAB Supply may cancel the order and retain or recover the reasonable costs and losses arising from the failed delivery.
Early off-hire
Ending a hire early does not reduce the minimum hire charge.
Unless a different minimum period is clearly stated on the product page, quotation or order:
- most equipment has a minimum hire charge of one calendar week;
- toilets have a minimum hire charge of four calendar weeks; and
- some equipment may have another minimum hire period which will be shown before ordering.
For example, if equipment is hired for one week and off-hired after two days, the full one-week minimum hire charge remains payable.
Once a valid off-hire request has been recorded, hire charges normally stop from the effective off-hire date, subject to the minimum hire period and the failed collection, loss and damage provisions in our Hire Terms & Conditions.
Off-hire does not mean that responsibility for the equipment immediately transfers back to SAB Supply. The Customer remains responsible for keeping hired equipment secure, complete and available for collection until it is physically collected by SAB Supply or one of our suppliers, or returned to an authorised depot with our agreement.
Faulty equipment
If hired equipment develops a fault, stop using it and contact SAB Supply as soon as possible.
Please do not attempt to repair, alter or modify hired equipment yourself unless SAB Supply has specifically authorised this.
Where a genuine equipment fault prevents use and was not caused by the Customer, we will normally arrange inspection, repair or replacement as soon as reasonably practicable. Where appropriate, we may extend the Hire Period to account for verified downtime or provide another fair adjustment.
No downtime allowance or refund is due for faults or damage caused by misuse, impact damage, incorrect assembly, unsuitable site conditions, failure to correctly charge or fuel equipment, unauthorised modification or another act or omission of the Customer.
Operator training is not included as part of an ordinary equipment-only hire unless expressly agreed as part of the order. The Customer is responsible for ensuring that anyone operating equipment has any training, competence and machine-specific familiarisation required for its safe and lawful use. If an operator does not understand the equipment or its controls, it must not be used and SAB Supply should be contacted for assistance.
Nothing in this section affects any statutory rights available to Consumers.
Damage, loss or theft
Damage, loss and theft are not treated as cancellations or refundable hire periods.
The Customer is responsible for the reasonable care, custody and security of hired equipment while it remains in their possession, including after off-hire while the equipment is awaiting collection.
Fair wear and tear is accepted. However, damage beyond fair wear and tear, missing components, excessive cleaning, fuel charges, tyre damage, loss or theft may result in additional charges.
Where charges are raised, SAB Supply will normally provide relevant supporting evidence from the supplying depot, such as photographs, inspection reports, repair quotations, invoices or replacement costs.
If equipment is stolen, please notify SAB Supply immediately and report the theft to the police. We may request a crime reference number.
Please see our Hire Terms & Conditions for the full contractual provisions covering custody, collection, damage, loss, theft and replacement charges.
Equipment Store Purchases
This section applies where goods are purchased outright from SAB Supply rather than hired.
Changing your mind
If you are a Consumer purchasing goods online, you will normally have 14 days after receiving the goods to tell us that you wish to cancel the purchase. You then normally have a further 14 days to return the goods.
Please contact us at info@sab-supply.co.uk before returning anything so that we can provide the correct return instructions.
SAB Supply fulfils orders through a nationwide supplier network, so the correct return location may vary depending on the product. Please do not send goods to our Hartlepool office or directly to a supplier depot unless we have instructed you to do so.
Unless the goods are faulty, damaged, incorrectly supplied or we have agreed otherwise, the Customer is responsible for the cost of returning unwanted goods.
You may inspect goods in the same way that you reasonably could in a shop. If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and operation and their value has been reduced as a result, any refund may be reduced by an appropriate amount where permitted by law.
Faulty, damaged or incorrect goods
Please contact us as soon as possible if purchased goods arrive faulty, damaged, incorrectly supplied or not as described.
Where possible, please provide your SAB order/reference number and photographs showing the issue so that we can investigate it quickly with the supplying depot or manufacturer.
If you are a Consumer, goods purchased from SAB Supply must meet the standards required by the Consumer Rights Act 2015. This includes statutory remedies for goods which are faulty, not as described or otherwise fail to meet the required standards.
Consumers normally have a 30-day short-term right to reject faulty goods, with repair, replacement and further remedies potentially available after that period depending on the circumstances.
Refunds for returned goods
Where a refund is due following the cancellation of an online Consumer purchase, it will be processed within the applicable legal timeframe after we receive the returned goods or satisfactory evidence that they have been sent back.
Refunds will normally be made to the original payment method.
Where required by law, the cost of standard outbound delivery will also be refunded. If a Customer selected a more expensive premium delivery option, any refund of the original delivery cost may be limited to the cost of our standard delivery option.
Once SAB Supply has issued a refund, the time taken for the funds to appear in your account is controlled by your bank or payment provider and is outside our control.
Business purchases
Statutory Consumer change-of-mind rights do not apply where goods are purchased wholly or mainly for business purposes.
Returns of correctly supplied goods by Business Customers are therefore subject to SAB Supply's prior agreement and may be subject to reasonable supplier return, restocking, collection or transport costs.
Need help?
If you need to discuss a cancellation, return or refund, please contact us:
SAB Supply Ltd
Unit 10, Enterprise House
Thomlinson Road
Hartlepool
TS25 1NS
Email: info@sab-supply.co.uk
Please include your SAB order/reference number wherever possible so that we can locate your order quickly.
For detailed contractual information relating to hired equipment, please refer to our Hire Terms & Conditions.
