Read our Shipping Policy Below
This Shipping Policy explains how we handle the delivery of orders placed on our website. It sets out your rights as a customer and gives you all the information you need about how and when your order will be delivered. This policy forms part of our Terms and Conditions and is governed by the laws of England and Wales.
Last updated: April 2026
WHO WE ARE
Foodservice Equipment Spares Ltd is a UK-based supplier of spare parts and equipment for the foodservice industry. We sell to both business customers and individual consumers across the United Kingdom and, where applicable, internationally.
YOUR RIGHTS UNDER UK CONSUMER LAW
As a consumer purchasing from us online, you are protected under the following legislation:
1. The Consumer Rights Act 2015. Goods must be as described, fit for purpose, and of satisfactory quality.
2. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You have the right to cancel most orders within 14 days of receiving them.
3. The Consumer Protection from Unfair Trading Regulations 2008. We will not mislead you about our products, pricing, or delivery terms.
These rights apply to consumers only. If you are purchasing as a business, different terms may apply and will be set out in any agreed contract or our separate Business Terms and Conditions.
DELIVERY AREAS
We deliver to addresses throughout the United Kingdom, including mainland England, Scotland, Wales, and Northern Ireland. Deliveries to the following areas may be subject to additional charges or extended delivery timeframes:
• Scottish Highlands and Islands
• Northern Ireland
• Channel Islands
• Isle of Man
• Other remote or offshore UK locations
International delivery may be available on selected orders. Please contact us before placing your order if you require delivery outside of the UK.
Any applicable delivery surcharges for remote locations will be clearly shown during the checkout process before you complete your purchase.
DELIVERY CHARGES
Delivery charges are calculated at the checkout stage and are based on a number of factors, including:
• The weight and dimensions of the item or items ordered
• The delivery destination and any applicable area surcharges
• The delivery service selected
The total delivery charge will always be displayed clearly before you are asked to confirm and pay for your order, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
We reserve the right to review and update our delivery charges from time to time. Any changes will be reflected on the website and will not affect orders already placed.
ESTIMATED WEIGHTS AND DIMENSIONS FOR SHIPPING QUOTATIONS
Important notice regarding shipping quotations
We stock a very large catalogue of spare parts and equipment from a wide range of manufacturers. While we work hard to maintain accurate product data across our entire range, please be aware of the following:
• For some products, the weight and dimensions used to calculate your shipping quotation at checkout may be estimated rather than exact measurements taken from the physical item.
• Estimated figures are based on the best available information, which may include manufacturer-supplied data, category averages, or comparable product specifications.
• In most cases, estimated weights and dimensions are a close approximation and will not materially affect the shipping cost shown.
• We are continually working to improve the accuracy of our product data and replace estimated figures with verified measurements.
In the rare event that an estimated weight or dimension results in a significant discrepancy between the quoted shipping cost and the actual cost of shipping, we will contact you before dispatching your order. We will never dispatch an order with a significantly higher shipping charge than quoted without your agreement first.
If you need to confirm the exact weight or dimensions of a product before placing your order, please contact our team and we will do our best to verify this information for you.
DELIVERY TIMEFRAMES
We aim to dispatch orders promptly. Estimated delivery timeframes are shown on the product page and at checkout. Please note that these are estimates and not guaranteed delivery dates.
Factors that may affect delivery timeframes include:
• Stock availability at the time of ordering
• The delivery service selected
• Your delivery location and any area-specific factors
• Events outside our reasonable control (see Events Outside Our Control below)
Under the Consumer Rights Act 2015, if no delivery date was agreed at the time of purchase, we are required to deliver within 30 days. If we are unable to meet this timeframe, you are entitled to a full refund.
If your order is urgent, please contact us before placing it so we can advise on availability and the fastest available delivery option.
ORDER TRACKING
Where tracking is available, you will receive a dispatch confirmation by email containing your tracking information. You can use this to monitor the progress of your delivery through the carrier’s website. Not all delivery services include tracking, and we will make clear at checkout where tracking is not available for a particular service.
FAILED DELIVERIES
If a delivery attempt is unsuccessful, the carrier will typically leave a card or notification advising you of the next steps. This may include:
• A redelivery attempt on the following working day
• Collection from a local depot or nominated collection point
• Instructions for rearranging delivery
If a parcel is returned to us as undeliverable due to an incorrect address being provided at checkout, or due to the customer failing to collect or rearrange delivery within the carrier’s timeframe, we reserve the right to charge for redelivery. We will contact you to arrange this before dispatching the item again.
DAMAGED OR MISSING ITEMS
We take care to pack orders securely. However, if your order arrives damaged or if items are missing, please:
• Note any visible damage on the carrier’s delivery documentation before signing, where possible
• Contact us within 24 hours of delivery to report the issue
• Keep all original packaging until the matter is resolved
• Provide photographs of any damage where possible, as this helps us resolve claims more quickly
We will work with you to resolve the issue as quickly as possible, whether through a replacement, partial refund, or full refund depending on the circumstances. Your statutory rights are not affected.
YOUR RIGHT TO CANCEL
If you are a consumer, you have the right to cancel your order within 14 calendar days of receiving your goods, without giving a reason. This is your statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To exercise this right, please notify us in writing within the 14-day cancellation period. You can do this by emailing us at the address listed on our website.
Once you have notified us, you will need to return the goods to us within 14 days. You are responsible for the cost of return postage unless the item is faulty or was sent in error.
We will issue a refund within 14 days of receiving the returned goods, or within 14 days of you providing evidence of having returned them, whichever is earlier. Refunds will be made using the same payment method you used to place the order.
Please note that the right to cancel does not apply to:
• Goods that have been specially ordered or made to your specification
• Goods that have been clearly personalised
• Goods that cannot be returned for hygiene reasons once unsealed, where this was made clear before purchase
• Business-to-business orders, where separate terms apply
EVENTS OUTSIDE OUR CONTROL
We will not be held liable for any delay or failure to deliver where that delay or failure is caused by events outside our reasonable control. This includes but is not limited to severe weather, industrial action, carrier disruptions, or other exceptional circumstances. In such cases, we will contact you as soon as reasonably possible and work to fulfil your order at the earliest opportunity.
CONTACT US
If you have any questions about your delivery, our shipping charges, or anything else covered in this policy, please get in touch with us. Our contact details are available on our website.
We aim to respond to all enquiries within one working day.
