Delivery Information

All trade deliveries will be drop shipped to either your site or your client’s address.

Fences in excess of 1.8m high require mechanical handling, which may incur additional Charges

Delivery Limitations – POA (Price on Application)

The following regions require a manual quote for delivery:

Scottish Highlands and Islands, Channel Islands, Ireland, and Eire, plus the following postcode areas:

GY (1–8), HS (1–9), IM, IV (21–28, 41–49, 51–56), KA (27–28), KW (1–3, 5–17), PA (21–38), PH (30–44, 49–50), ZE (1–3).

Delivery Costs to UK Mainland (excluding POA Postcodes):

National Economy Delivery – 3 Business Days 

Orders below £1000: £150 delivery charge
Orders between £1000 and £1500: £100 delivery charge
Orders above £1500: Free delivery

Small/Large Parcels by Weight

• Small items up to 30kg: £9.85
• Sample Packs: FREE (courier delivery)
• For any other delivery service, customers should be directed to contact us.

We deliver Customer orders by road to mainland UK destinations. For enquiries outside our standard areas, we will be pleased to provide a quotation to meet your specific requirements.

Please note that for Customers outside of the UK our web prices do not apply and are to be used for guidance only.

Delivery vehicle size

All orders are delivered in partnership with Alan R Jones, via the Palletline network. Below is a visual to help show the size of the delivery vehicle.

Please inform us if you foresee any difficulties with the delivery of your order. If we are not informed this could add delays to your order.

Please note:

• If access to your delivery address is restricted, please let us know when placing your order.
• Our drivers are instructed to deliver curbside.
• We are unable to place materials inside buildings such as sheds or garages, due to the risk of damaging property. We are also unable to transport products through a property or to back gardens.
• Our drivers will make every effort to deliver the goods as close as possible to the desired destination on your property. If that is not possible due to road surface or other conditions, our drivers are instructed to unload the goods besides, or close to, the vehicle on firm ground.

When will we deliver?

We will always try to fulfil your order by the date specified in the Email Acknowledgement, which should fall within 30 days, unless there are exceptional circumstances. However, if we are unable to deliver the product to you on the delivery date specified and within the estimated delivery period, we will notify you as soon as possible and give you a revised delivery date.

Delivery may be affected by factors beyond our control, including, but not limited to, adverse weather conditions, industrial action, and supplier shortages. In such cases, we will contact you as soon as possible to inform you of the delay and to arrange a new delivery date.

If you have a specific deadline, please talk to one of our Team on 0800 644 4113. We recommend you do not plan your installation date until your delivery has been confirmed.

Do you have to be in when we deliver?

All deliveries will need to be received and signed for by you or your representative. Should you or your representative not be present to receive and sign for the delivery, there will be no basis for damage claims or worst case, theft of items that have been delivered. If you are concerned about your goods being left in an unsecured location, please inform our Head Office team as soon as reasonable possible on 0800 644 4113 to discuss an alternative delivery time, when you can ensure you have arranged for someone to help move your goods to a secure location. We reserve the right to charge for additional delivery attempts.

Please note that once the goods have been delivered to your premises, ownership and liabilities arising from ownership transfers from us to you.

Delivery notification

We will advise you of your approximate delivery date/time by SMS Text and/or Email; this is usually the morning of your delivery. If after a delivery notification you are unable to receive a delivery, please inform our head office team as soon as reasonable possible on 0800 644 4113 to discuss alternative arrangements. Please note that we can not receive relies to notifications sent by SMS Text or Email as this is an automated system.

Health and Safety

Please contact Head Office on 0800 644 4113  ahead of your delivery if there are any Health and Safety matters that we need to be aware of. These may include, but are not limited to road restrictions, overhead power cables, manhole covers, or unstable/uneven ground.

If our driver arrives at the site and believes the site is unsuitable for offload, the delivery will not proceed. In this instance, Head Office will contact you to discuss other options.

During the offloading process, please keep a safe distance.

1. Introduction

This Returns Policy (“Policy”) sets out the terms and conditions under which products purchased from us may be returned by both domestic and commercial customers. This Policy is intended to be legally binding and should be read in conjunction with our Terms and Conditions of Sale. By placing an order, the customer agrees to be bound by the terms of this Policy.

 

2. Consumer Returns (Domestic Customers)

 

2.1 Under the Consumer Contracts Regulations 2013, domestic customers (“you”) have

the legal right to cancel your order from the moment it is placed until 14 days from the day you receive the product. Should you exercise this right, you will be entitled to a full refund of the product price, less the original delivery costs. This statutory right does not extend to products that are made to measure or bespoke, unless such products are faulty.

 

2.2 To exercise your right to cancel, you must notify us in writing or by email within the 14-day cooling-off period. The product must be returned in the same condition as when delivered, unused, in its original packaging, and suitable for resale. We reserve the right to refuse a refund or make deductions if the product is returned damaged, devalued due to unnecessary handling, partly assembled, or missing original packaging. Deductions may be up to the total purchase price and will be notified in advance of processing your refund.

 

2.3 We will process any refund owed to you as soon as reasonably practicable and, in any event, no later than 14 days from the day we receive the returned product. The refund will be made to the original method of payment.

 

3. Returns Outside the Statutory Period (Domestic Customers)

 

3.1 If you ordered the wrong item or are otherwise dissatisfied with the product, you may contact us within 30 days from the day after delivery to arrange a return. Notification must be made by email, and we will respond within 48 hours with further instructions.

 

3.2 Returns under this section are at your own expense unless the product is faulty, damaged, or delivered in error. The refund will be for the product price only and will exclude returns costs, inspection, repackaging, and restocking fees where applicable.

 

3.3 If you choose to return the product independently, you are responsible for ensuring that the item is securely packaged and insured for its full value. We shall not be liable for any loss or damage occurring during transit. Alternatively, we can arrange collection for an additional fee, which will be deducted from your refund.

 

4. Procedure for Returns

 

4.1 To initiate a return, contact our Customer Service Team by telephone on 0800 069 8340 or by email at info@colourfence.co.uk, quoting your order number, item number, reason for return, and specifying whether you require a refund or replacement.

 

4.2 Upon approval, the product must be returned to us via secure courier service. You are responsible for all costs associated with the return, unless the item is faulty or delivered in error. Ensure the product is insured and appropriately packaged.

 

4.3 If the returned product is found to be damaged, devalued due to handling beyond what is necessary to establish its nature, characteristics and functioning, partly assembled, or missing original packaging, we reserve the right to make deductions from your refund or refuse the refund entirely. Any such deductions will be communicated to you in advance of processing.

 

5. Commercial and Trade Customer Returns

 

5.1 For commercial and trade customers (“Customer”), returns are only permitted with the Seller’s prior written agreement. The Customer must notify the Seller within 7 days of delivery of their intention to return the product.

 

5.2 Returns by commercial and trade customers are subject to a re-stocking charge of 25% of the purchase price, payable by the Customer. All costs associated with the return, including transportation and insurance, are the sole responsibility of the Customer.

 

5.3 Products must be returned in original, unused, and resaleable condition, in their original packaging. The Seller reserves the right to refuse returns or make deductions from the refund if the product does not meet these conditions.

 

6. General Provisions

 

6.1 This Policy does not affect your statutory rights.

 

6.2 We reserve the right to amend this Policy at any time. The version applicable to your order is the version in force at the date of your order.

Purpose

At Climar Industries Limited and associated companies, we’re committed to listening, learning, and resolving issues quickly and fairly. This policy outlines how we manage customer complaints and what we expect from customers to help us reach a resolution.

 

How to Submit a Complaint

Customers can submit complaints via:

• Email: complaints@climar.co.uk
• Post: Customer Service & Complaints

Climar Industries Limited

Unit 7&8 Queensway Ind Est.

Estuary Road

Newport

NP19 4SP

Phone:01633 328321

 

To help us investigate efficiently, we ask that complaints include:

• Your full name and contact information
• A clear description of the issue
• Proof of purchase
• When and where the issue occurred
• Any supporting evidence (see below)

 

Supporting Evidence

To help us assess your complaint thoroughly, please provide:

• Photographic evidence of the issue (e.g. damage, defects, incorrect items)
• Receipts, service records, or order details
• Screenshots or records of communication regarding the issue
• Any other relevant documents that support your case

 

Complaint Handling Timeframes

Stage	Timeframe
Acknowledgement	Within 2 business days
Initial Review	Within 5 business days of acknowledgement
Final Resolution	Within 15 business days (standard) or 35 business days for more complex complaints

If additional time is needed, we’ll inform you and explain why.

Investigation Process

• All complaints are reviewed by our Customer Service Team
• We will assess your evidence and may request further details
• You will be kept informed throughout the process
• Once resolved, we’ll send a Final Response Summary outlining our findings and decision

 

Escalation Procedure

If you’re unhappy with the final response, or you feel your complaint hasn’t been handled appropriately, you may escalate it internally by writing to the Directors of the company at:

 

Email:  directors@climar.co.uk

Post:    Directors

Climar Industries Limited

Unit 7&8 Queensway Ind Est.

Estuary Road

Newport

NP19 4SP

 

Your escalation will be reviewed at senior management level and responded to within 15 business days.

Data & Privacy

We treat all complaints with confidentiality and process personal information in line with UK GDPR and our Privacy Policy. Data provided during complaints will only be used to investigate and resolve the issue.

Unreasonable or Abusive Complaints

While we are committed to resolving complaints fairly, we may limit engagement in cases involving:

• Repeated complaints with no new evidence
• Aggressive, abusive, or threatening behaviour
• Complaints clearly intended to harass or disrupt our services