Delivery Information

PINNACLE FENCING – DELIVERY TERMS & INFORMATION 1. DELIVERY SERVICE Unless expressly agreed otherwise in writing, delivery is a kerbside/nearest safe-access delivery service to the delivery address stated on the order. Delivery does not include carrying goods through a property, into a garden, upstairs, over walls or fences, along lengthy private drives, or to a particular storage/installation position. 2. DELIVERY DATES AND TIMES Any delivery date, lead time or delivery window is an estimate unless Pinnacle Fencing expressly confirms in writing that it is guaranteed. We do not offer timed deliveries as standard and cannot guarantee morning, afternoon or a specific arrival time. Routes, traffic, weather, vehicle issues, carrier disruption and events outside our reasonable control can cause delay. We will communicate material changes when reasonably practicable. Nothing in these terms removes any statutory consumer remedy where goods are not delivered within a legally required or specifically agreed time. 3. ACCESS INFORMATION – CUSTOMER'S DUTY Before dispatch, the customer must tell us about anything that could restrict, obstruct or make delivery unsafe. This includes narrow roads or lanes; width, height, length or weight restrictions; weak or low bridges; low arches; tight turns; steep gradients; unsuitable surfaces; gated access; controlled parking zones; restricted delivery hours; roadworks; pedestrianised areas; cul-de-sacs; insufficient turning space; overhanging trees, branches, cables or structures; parked vehicles; scaffolding; skips; building works; soft verges; and any other restriction relevant to a large commercial delivery vehicle. 5. SAFE AND LAWFUL ACCESS The delivery address must be safely and lawfully accessible by the vehicle allocated to the delivery. The driver/carrier has final discretion on whether access, stopping, unloading or manoeuvring can be undertaken safely and lawfully. A driver will not be required to risk damage to the vehicle, goods, property, trees, cables, structures, road surfaces or persons, or to contravene road, parking, weight or access restrictions. 6. OVERHANGING TREES AND OBSTRUCTIONS The customer must ensure that access is clear vertically and horizontally. Trees, branches, hedges and other vegetation must be cut back sufficiently before delivery. Parked vehicles, bins, skips, materials and other obstructions must be removed where reasonably necessary. Pinnacle Fencing and its carrier are not responsible for a failed delivery caused by undisclosed or unremedied access restrictions. 7. UNLOADING AND HANDBALLING Fencing products are bulky and may be heavy. Depending on the vehicle, site and carrier, mechanical unloading may not be possible at the precise location requested. The customer may need to provide sufficient competent assistance to handball goods safely from the vehicle or from the nearest safe unloading point. The customer must not climb onto the vehicle or operate carrier equipment unless expressly authorised and safe to do so. If safe unloading cannot be completed, the driver may abort delivery. 8. PERSON PRESENT TO RECEIVE DELIVERY Unless an unattended delivery has been expressly authorised, a responsible adult must be available to receive the goods, identify a safe unloading point and provide any assistance agreed in advance. If the customer requests or authorises goods to be left unattended, this is subject to carrier acceptance and applicable law; the customer should ensure the nominated location is secure and suitable. 9. FAILED OR ABORTED DELIVERY Where delivery fails or is aborted because the customer supplied incorrect/incomplete address or access information, failed to disclose a material restriction, was unavailable when attendance was reasonably required, failed to make the site accessible, or otherwise failed to meet an agreed delivery requirement, we may charge the reasonable cost of the failed delivery and redelivery. Our standard redelivery charge is £195 plus VAT where applicable. If a different actual carrier cost applies, or consumer law requires a different approach, only the amount lawfully recoverable will be charged. No failed-delivery charge will be imposed where the failure was caused by Pinnacle Fencing or its carrier and was not attributable to the customer. 10. CHANGES TO DELIVERY Please tell us as early as possible if the address, access conditions or requested delivery arrangements change. Once goods have been dispatched or a carrier booking has become chargeable, reasonable additional carrier costs caused by a customer-requested change may be payable. 11. INSPECTION ON DELIVERY – DAMAGE, SHORTAGES AND TRANSIT CLAIMS Customers are requested to inspect the delivery as soon as reasonably practicable following receipt and, where reasonably possible, before moving, cutting, installing or otherwise using the goods. Any visible transit damage, apparent shortage, incorrect item or discrepancy in quantity should be notified to Pinnacle Fencing within 72 hours of delivery so that we can promptly investigate the matter with the carrier and preserve available evidence. Where reasonably practicable, the notification should include clear photographic evidence showing the affected goods, the nature and extent of the damage, the packaging, relevant product labels and the delivery as received. If visible damage is apparent when delivery takes place, the customer should, where reasonably possible, record the damage or shortage on the carrier's delivery documentation before acknowledging receipt. Goods must not be installed, cut, drilled, modified or otherwise incorporated into works where apparent damage, an incorrect product or an obvious defect has been identified until Pinnacle Fencing has been given a reasonable opportunity to investigate. Installation or modification may materially affect our ability to determine how or when damage occurred. Where damage could not reasonably have been identified during an initial inspection, the customer should notify Pinnacle Fencing as soon as reasonably practicable after discovery and provide reasonable supporting information and photographic evidence where available. The 72-hour notification request is intended to enable prompt investigation of delivery-related issues and carrier claims. It does not exclude, restrict or otherwise affect any statutory right or remedy available to a consumer which cannot lawfully be excluded or restricted. 12. STORAGE AFTER DELIVERY After risk has lawfully passed, the customer is responsible for keeping goods secure and storing them in accordance with applicable product guidance, including protection from avoidable damage, contamination, distortion or unsafe stacking. 13. DELAYS AND CONSEQUENTIAL LOSSES Customers should not arrange installers, machinery, excavation or other dependent work on the assumption that an estimated delivery date is guaranteed. For consumers, we do not exclude liability that cannot lawfully be excluded and remain responsible for foreseeable losses caused by our breach where the law requires. For business customers, the liability limitations in our General Terms apply, including exclusions for indirect or consequential losses and loss of profit, revenue, business or opportunity to the fullest extent permitted by law. 14. DELIVERY AREA AND SPECIAL ACCESS Quoted standard delivery assumes a normal mainland UK delivery address reasonably accessible to the carrier used. Islands, remote areas, restricted sites, specialist vehicles, permits, escorts or unusual unloading requirements may attract an additional charge, which will be confirmed where known before the relevant service is agreed. 15. CUSTOMER CONFIRMATION By placing an order, the customer confirms that they have provided accurate delivery and access information and will notify Pinnacle Fencing promptly of any material change. If you are uncertain whether access is suitable, contact us before ordering or dispatch.