Shipping Policy

Last updated: March 2026

We deliver commercial catering equipment across the United Kingdom. Delivery options, costs, and estimated dates are clearly displayed at checkout.

1.Complimentary delivery is available only within England and Wales. For Scotland, eligibility depends on the postcode and can be confirmed at checkout before payment. Deliveries to the Channel Islands, Highlands, Northern Ireland, and international locations will incur additional shipping costs and may have longer delivery times. Orders below £200 (excluding VAT) will be subject to a delivery fee of £19.99 + VAT.

2.For deliveries to Northern Ireland and international destinations, an XI-EORI/EORI number is required. This Economic Operator Identification Number (EORI) is a unique identifier used by Customs to process goods during import and export. It must be provided for customs clearance, and failure to do so after purchase may result in additional charges as outlined in our terms and conditions. This requirement applies to PALLET DELIVERIES ONLY.

3.Standard delivery is a kerbside drop-off to a ground floor location. Typically, deliveries take place between 7:30 AM and 6:30 PM, though couriers may contact you outside these hours. Please note that delivery does not include unpacking or positioning of items—this must be handled by the customer. Due to liability insurance regulations, drivers are unable to assist with unpacking. Additionally, it is your responsibility to ensure the appropriate equipment (such as a pump truck or forklift) is available to transport goods into your premises.

4.Estimated delivery timeframes are displayed on product pages but may vary depending on stock availability or the completion of necessary security checks. We make every effort to ensure your order arrives on time and aligns with the estimated delivery date provided on our website. However, CaterX (Proex Limited) cannot be held responsible for any unforeseen delays.

5.Kindly refrain from scheduling fitters or installers for your ordered equipment until you have received and inspected the goods. CaterX (Proex Limited) will not be liable for any costs incurred due to installation arrangements made prior to delivery.

6.CaterX (Proex Limited) shall not be held responsible for any loss of profits or business disruptions that may occur directly, indirectly, or incidentally due to a delay in delivery. It is the customer’s responsibility to plan accordingly for such situations.

7.It is the customer’s responsibility to ensure that all items will fit within the designated premises. We strongly recommend verifying entryway dimensions to confirm that the product can be successfully delivered and positioned. Any costs incurred due to a failed delivery for this reason will be charged to the customer.

8.If no one is available to receive the delivery, a redelivery fee will apply (£80 including VAT per pallet or £24 for parcel shipments). Please make sure to monitor your tracking information, which will be sent via email upon dispatch. Be sure to check your junk or spam folder in case the email does not appear in your inbox.

9.Before dispatch from our warehouse, CaterX (Proex Limited) must be informed of any restrictions that could impact the delivery process, including weight limits, restricted access, or pedestrian-only areas.

10.All delivery timeframes provided are approximate and quoted in standard working days. Please be aware that delivery schedules may be influenced by circumstances beyond our direct control.

11.If CaterX (Proex Limited) is unable to complete the delivery of all items in an order, we reserve the right to make a partial delivery without prior notice to the customer. Should the remaining items of a partially delivered order not be dispatched within a reasonable timeframe, a refund may be issued for those items without prior notification. However, this does not impact the portion of the order that has already been delivered, and any applicable return fees will still apply should the customer choose to return or cancel those items.

12.CaterX (Proex Limited) shall not be responsible for any financial loss or business disruption resulting directly or indirectly from an order being incorrectly picked.

13.Next-day delivery is only available for in-stock items and is subject to availability. Our deliveries are carried out by third-party courier services. If for any reason next-day delivery cannot be fulfilled, we will notify you in advance and refund the cost of this service. However, this does not affect your order, and your goods will still be delivered as scheduled. Please be aware that CaterX (Proex Limited) is not responsible for any delays caused by third-party delivery providers and accepts no liability for any resulting inconvenience or loss.

14.Please be aware that Next Day Delivery is not available for orders to the Republic of Ireland, Northern Ireland, or certain areas of Scotland. We recommend verifying availability before placing your order by contacting us at info@caterx.co.uk.

15.Unless specified otherwise, the estimated delivery timeframe is around 3 to 7 working days.

Cancellations

1.Orders are fulfilled from an off-site warehouse.

2.Order cancellations must be requested in writing.

a. If an order is canceled within the first hour after payment, a 5% cancellation fee will apply. After this one-hour window, a 25% cancellation fee will be charged.

b. For cancellations made on any day after the order was placed, a 25% restocking fee will be applied along with a two-way courier fee, which will vary depending on the specifics of the order.

3. Return shipping costs are as follows:

a. For parcel-sized items weighing up to 30kg, a charge of £15 + VAT will apply per item.

b. For pallet-sized items exceeding 30kg, a charge of £60 + VAT will apply per item.

4.Refused Deliveries: If an order is not canceled in writing and the delivery is refused upon arrival, the terms outlined in section 2.a&b(Cancellations) will still apply, as the order has already been dispatched.

Damaged Shipments

1.Your items are protected under our goods-in-transit insurance policy.

2. Pallet Delivery Information
Products delivered on pallets will arrive via a courier affiliated with the TPN or Fortec pallet network. Upon delivery, you must inspect the actual product for any damage and report only if the item itself is affected. We strongly recommend having adequate assistance available and requesting that the driver wait while you examine the goods. Please note that reporting damage to packaging alone is not a valid claim.

It is essential to thoroughly check your order before accepting the delivery. If you discover any damage, refuse the delivery, and we will arrange for a replacement. Accepting the delivery confirms that the goods are in satisfactory condition, and transport-related damages will not be covered by insurance. Simply accepting the goods without proper inspection is not permitted. If you fail to refuse the delivery upon arrival, this will be regarded as acceptance of the order in its current state.

In cases where the driver does not allow time for inspection, please reject the delivery, and we will reschedule it. If damage is identified upon acceptance, you must notify CaterX (Proex Limited) via email within 24 hours to initiate a claim.

If you initially accept the delivery and later discover damage, you must report this to us within 24 hours of receipt. We may offer a replacement or refund; however, returning the item to our warehouse will be at the customer’s expense and transport risk. Additionally, a charge of up to 20% of the product’s value may be applied to cover repair costs and resale as B-Grade stock.

3. Parcel Deliveries
Products shipped as parcels will be delivered via a courier service such as DHL, DPD, or Parcelforce. Please note that the delivery driver will not wait while you inspect the goods for any transport damage.

If you discover that your item has been damaged in transit, you must report the issue to CaterX (Proex Limited) via email within 24 hours of delivery to initiate a claim. Once reported, we will arrange for the collection and replacement of the damaged product. However, if we do not receive an email within this 24-hour window, any claim for transport-related damage will be declined.

4.Photographic evidence of the damage must be submitted via email.

5.Please retain all original packaging, as it is necessary for the safe return of the item. Returns will not be accepted without the original packaging.

Any reports of missing parts must be submitted within 24 hours of receiving the product. Please check your purchase thoroughly upon delivery to verify all components are included.