Last Updated: September 2026
At HSE Store, we supply a wide range of industrial, workplace, storage, handling, access and facilities products from established UK and international manufacturing partners.
Because of the nature of the products we supply, orders can include standard stock items, made-to-order products, bespoke or configured products, and products manufactured or fulfilled specifically in response to an order.
This policy explains our arrangements regarding order cancellations, amendments, damaged goods, shortages, incorrect goods, faulty products, returns and delivery discrepancies.
We aim to deal with every issue fairly, efficiently and transparently.
Nothing in this policy affects any statutory rights you may have under applicable law.
Cancellations & Order Amendments
We understand that circumstances can change. If you need to cancel or amend an order, please contact us as soon as possible after placing your order.
Please contact:
HSE Store Ltd
Email: sales@hsestore.co.uk
Telephone: 01772 915641
Please include your order number, name and the details of the cancellation or amendment you are requesting.
We will make reasonable efforts to assist with any cancellation or amendment request. However, we cannot guarantee that a cancellation or amendment will be possible once an order has been accepted and entered into production, manufacturing preparation, packing or fulfilment.
Many products available through HSE Store are manufactured or prepared specifically following receipt of an order. Production or fulfilment may therefore commence shortly after an order is placed.
Where an order has already entered production, manufacturing preparation or fulfilment, cancellation or amendment may no longer be possible.
Where we agree to cancel or amend an order after costs or liabilities have already been incurred, reasonable costs arising from that cancellation or amendment may be payable by the customer where permitted by law.
These costs may include, where applicable:
Manufacturing costs
Materials or components already purchased
Production or preparation costs
Bespoke configuration or preparation
Carriage or delivery charges
Collection charges
Restocking charges where applicable
Third-party charges
Administration or processing costs
Other reasonable costs or liabilities already incurred in connection with the order
We will consider each request individually and will not seek to impose costs that cannot lawfully be charged.
Standard, Non-Personalised Products
Standard products which are not personalised, customised or made specifically to a customer’s requirements may be eligible for cancellation or return under applicable consumer legislation.
For consumer orders placed online, eligible standard goods will generally carry a statutory cancellation right for a limited period following delivery.
Where applicable, customers must notify us of their decision to cancel within the statutory cancellation period and then return the goods within the required timeframe.
Cancellation requests should be made in writing to:
Please include:
Your order number
Your name
The delivery address
The product or products you wish to cancel
Confirmation that you wish to exercise your cancellation rights
Where a statutory cancellation right applies, refunds will be handled in accordance with the applicable legislation.
The customer may be responsible for the direct cost of returning goods where the law permits this.
Goods should be returned in an appropriate condition and suitably packaged to prevent damage during transit.
Products Made to Order, Bespoke or Customised Products
A significant proportion of the products available through HSE Store are manufactured, configured or prepared specifically in response to individual orders.
These may include, but are not limited to:
Made-to-order products
Bespoke products
Products with non-standard configurations
Products manufactured to specified dimensions
Products supplied in non-standard colours or finishes
Products configured with customer-selected options
Products prepared to customer-specific requirements
Products manufactured using customer-supplied information or specifications
Products that are clearly personalised or otherwise produced specifically for the customer
Where a product is made to the customer’s specification, personalised or otherwise falls within a statutory exception, the usual statutory consumer cancellation right may not apply where the law permits that exception.
Once manufacturing or preparation has commenced, cancellation or amendment may no longer be possible.
If you need to make a change to a made-to-order or bespoke product, please contact us immediately. We will contact the relevant manufacturing or fulfilment partner and establish whether the requested change can still be accommodated.
We cannot guarantee that a cancellation, amendment or change will be possible once production has commenced.
Where a cancellation or amendment is agreed after work has begun, reasonable costs already incurred may be chargeable where permitted by law.
Customer-Supplied Information & Specifications
Where a product is manufactured, configured or prepared using information supplied by the customer, the customer is responsible for ensuring that all information provided is complete, accurate and suitable for the intended order.
This may include:
Product dimensions
Quantities
Measurements
Colour selections
Product configurations
Company names
Contact details
Text or wording
Drawings
Artwork
Logos
Technical specifications
Other customer-specific requirements
Customers are strongly advised to check all information carefully before placing an order.
Where HSE Store or a manufacturing partner provides a quotation, drawing, specification, configuration or other order confirmation for approval, the customer should carefully check the information before approving it for production.
Where an error originates from information, dimensions, artwork, specifications or other requirements supplied or approved by the customer, HSE Store may be unable to accept responsibility for the resulting error.
Any additional costs associated with correcting, replacing or reproducing a product as a result of customer-supplied incorrect information may be payable by the customer, where applicable and permitted by law.
This does not affect any statutory rights relating to goods that are faulty, misdescribed or otherwise do not conform to the contract.
Damaged Goods
We take care to ensure that goods are appropriately packaged and handled before dispatch. However, some of the products we supply are large, heavy, palletised or otherwise require specialist transport, and damage can occasionally occur during transit.
Please inspect your delivery as soon as reasonably possible after it arrives.
Where damage is visible on delivery, please notify the carrier and, where practical, record the damage before accepting the delivery.
If the packaging is visibly damaged and it is practical and appropriate to do so, you may refuse the delivery and request that the carrier returns the goods.
If you accept a delivery and subsequently discover damage, please contact us promptly at:
To help us investigate and resolve the issue as efficiently as possible, please provide:
Your HSE Store order number
Your name
Delivery address
Details of the damaged product
A description of the damage
Clear photographs of the external packaging
Clear photographs of the damaged product
Photographs of any labels or delivery documentation where relevant
Where possible, please retain the original packaging and all packaging materials until the matter has been resolved.
For commercial and logistical reasons, we ask that transit damage is reported as soon as possible and preferably within two Business Days of delivery. Prompt notification allows us to investigate the matter with the relevant carrier and manufacturing or fulfilment partner and arrange an appropriate resolution as efficiently as possible.
Failure to report damage promptly may make it more difficult for us to investigate the circumstances of the damage or pursue a carrier or manufacturing claim.
However, any reporting timeframe requested by HSE Store does not remove or restrict statutory rights which cannot lawfully be excluded.
Shortages, Incorrect Goods & Delivery Errors
Please check your delivery against your order and the accompanying delivery documentation as soon as reasonably possible after receipt.
If:
Goods are missing
The quantity supplied is incorrect
The wrong product has been delivered
The wrong specification or configuration has been supplied
Products have been delivered to the wrong location
Any other delivery discrepancy has occurred
please contact us promptly at:
Please provide your order number and details of the discrepancy.
Photographs, delivery documentation or other information may be requested where required to assist with our investigation.
We will investigate the issue and, where appropriate, arrange a replacement, correction, refund or another suitable resolution.
Goods That Are Faulty or Not as Described
If goods are faulty, damaged other than through customer use, do not correspond with the description, or otherwise do not conform to the contract, please contact us as soon as possible.
We will assess the issue and provide an appropriate remedy in accordance with the customer’s applicable statutory rights and the circumstances of the case.
Depending on the nature of the issue, the appropriate remedy may include:
Repair
Replacement
Refund
Collection
Replacement parts
Another appropriate resolution
Where a product has been incorrectly installed, modified, damaged through misuse, neglected, or otherwise damaged after delivery through circumstances for which HSE Store is not responsible, this may affect the remedy available.
Nothing in this policy is intended to restrict, exclude or replace any statutory rights that cannot legally be excluded.
For consumer purchases, statutory rights relating to faulty or non-conforming goods continue to apply regardless of any separate manufacturer warranty or guarantee.
Delivery & Manufacturing Times
Many HSE Store products are manufactured or fulfilled by third-party manufacturing partners.
Any production or delivery timeframe shown on the website or communicated to a customer is an estimate unless a specific date has been expressly agreed in writing.
Manufacturing and delivery times can occasionally be affected by:
Production requirements
Material availability
Manufacturing capacity
Supplier delays
Carrier delays
Transport disruption
Delivery restrictions
Customisation or configuration requirements
Circumstances outside our reasonable control
Where we become aware of a significant delay, we will make reasonable efforts to keep the customer informed.
A manufacturing or delivery delay does not automatically mean that an order can be cancelled. The position will depend on the nature of the order, the agreed terms, the cause of the delay and any applicable statutory rights.
Returns
Returns are dependent on the type of product purchased and the reason for the return.
Standard Products
Standard, non-personalised products may be eligible for cancellation and return where applicable under consumer legislation.
Bespoke, Customised & Made-to-Order Products
Products made to the customer’s specification, personalised products and certain bespoke or made-to-order products may not be eligible for cancellation simply because the customer has changed their mind where a statutory exception applies.
Faulty, Damaged or Incorrect Products
Products that are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract will be dealt with in accordance with applicable statutory rights.
Please contact HSE Store before returning any goods so that we can provide the appropriate return or collection instructions.
Unauthorised returns may result in delays in processing the matter.
Products Supplied Directly by Manufacturing Partners
HSE Store works with established manufacturing, distribution and fulfilment partners to supply many of the products available through our website.
As a result, some products may be:
Manufactured specifically following receipt of an order
Stored at a partner facility
Packed by a manufacturing partner
Dispatched directly from a manufacturing partner
Delivered using a specialist carrier arranged by a manufacturing partner
This does not change your contractual relationship with HSE Store Ltd.
HSE Store remains your point of contact for cancellations, amendments, damaged goods, shortages, delivery issues, faults and other problems relating to your order.
Where necessary, we will liaise directly with the relevant manufacturer, supplier or carrier on your behalf to investigate and resolve the matter.
Business Customers
HSE Store supplies a significant proportion of its products to businesses, organisations and other commercial customers.
Where an order is placed in the course of a business, including by a company, partnership, organisation or other non-consumer customer, the statutory consumer cancellation rights described above may not apply.
Business orders may instead be governed by the terms agreed at the time of purchase, the applicable contract and relevant commercial law.
For business orders, once an order has been accepted and entered into production, manufacturing preparation or fulfilment, cancellation or amendment will generally require our agreement.
Where we agree to cancel or amend a business order, reasonable costs and liabilities already incurred in connection with that order may be chargeable to the customer.
This may include manufacturing, materials, carriage, collection, third-party charges, production preparation and other reasonable costs already incurred.
Delivery Refusals
Where goods are visibly damaged on delivery, customers may, where practical and appropriate, refuse the delivery and request that the carrier returns the goods.
Customers should not refuse a delivery solely because the external packaging shows minor cosmetic marks unless there is a reasonable indication that the goods themselves may have been damaged.
Where a delivery is refused, please notify HSE Store as soon as possible so that we can investigate the matter and arrange the appropriate next steps.
Refunds
Where a refund is due, it will be processed in accordance with the applicable contractual and statutory requirements.
The method and timing of any refund may depend on:
The reason for the refund
Whether the order is a consumer or business purchase
Whether goods have already been dispatched
Whether goods have been returned
Whether a collection is required
Whether a manufacturing or carrier investigation is necessary
The applicable statutory requirements
Where a statutory refund timeframe applies, HSE Store will comply with the applicable legal requirements.
Important Information for Customers
We strongly recommend checking the following before placing an order:
Product dimensions
Quantities
Product options
Colours and finishes
Specifications
Configuration requirements
Delivery address
Access requirements for large or heavy deliveries
Any customer-specific information supplied during the ordering process
Some industrial products are large, heavy or specialist items and may be delivered on pallets or using specialist vehicles.
Customers should ensure that the delivery address is suitable for the goods ordered and that appropriate access is available.
Where a delivery requires specific access arrangements, restrictions or specialist handling, the customer should inform HSE Store before placing the order wherever possible.
Additional delivery, collection or re-delivery costs arising from circumstances within the customer’s control may be chargeable where applicable.
Our Approach to Resolving Problems
We aim to resolve any issue fairly, efficiently and with as little inconvenience to the customer as possible.
Where an issue arises, we may need to obtain information from the relevant manufacturing partner or carrier before a final resolution can be confirmed.
We will keep the customer informed where an investigation is required and will work towards an appropriate outcome based on the circumstances of the order and the rights that apply.
Contact Us
For cancellations, order amendments, damaged goods, shortages, incorrect items, faulty products, delivery issues or questions about this policy, please contact:
HSE Store Ltd
42 Chapel Road
Hesketh Bank
Preston
PR4 6RT
United Kingdom
Email: sales@hsestore.co.uk
Telephone: 01772 915641
Please quote your HSE Store order number whenever contacting us about an existing order.
Statutory Rights
Nothing in this policy is intended to restrict, exclude or otherwise affect any statutory rights that you may have under applicable law.
Where a statutory right applies, that right will take precedence over any conflicting provision of this policy.
For consumer purchases made online, statutory cancellation rights may apply to eligible goods, while certain