Return and Refund Policy

This policy applies to purchases made from Lanceman through our website. Lanceman is a trading name of CLB CLEANEQUIP LTD. Nothing in this policy limits any rights you have under applicable law.

Consumer orders

If you are an individual purchasing wholly or mainly outside your trade, business, craft or profession, you are a consumer.

Change-of-mind cancellations

For most standard, non-bespoke goods bought online, you may cancel without giving a reason. You must tell us clearly that you wish to cancel within 14 days after the day on which you, or a person nominated by you, receives the goods. If an order is delivered in separate consignments, the period runs from receipt of the final item.

After notifying us, you must return the goods within the following 14 days. Email sales@lancemanbuild.com and include your name, order number, the item being returned and your contact details. You may use our Consumer Cancellation Form, but you do not have to.

Unless the goods are faulty, damaged on delivery or incorrectly supplied, you are responsible for the direct cost and safe arrangement of returning them. Large, heavy, palletised or hazardous items may require specialist transport. Contact us before arranging such a return. If we agree to collect non-faulty goods, we may deduct the direct collection cost from the refund after telling you the amount.

You may inspect goods as you would in a shop. We may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

Goods excluded from change-of-mind cancellation

The statutory change-of-mind cancellation right does not normally apply to goods made to your specifications or clearly personalised. This may include pressure washers, skids, trailers, van systems, container systems, frames, tanks, hose-reel arrangements, control panels, branded equipment and other machinery built, altered, configured or ordered specifically for you. We will identify bespoke or made-to-order products before accepting the order where reasonably practicable.

The exclusion does not affect your rights if an item is faulty, not as described, unfit for purpose or otherwise fails to meet the requirements of law.

Faulty, damaged or incorrect goods

Please inspect goods promptly after delivery and contact us as soon as reasonably possible if they arrive damaged, are incorrect or appear faulty. Include your order number and, where possible, photographs or video showing the issue and the packaging.

Consumer goods must be of satisfactory quality, fit for purpose and as described. Depending on the circumstances and the law, you may be entitled to reject the goods, or to receive a repair, replacement, price reduction or refund. We will bear reasonable return or collection costs where goods are faulty, damaged on delivery or incorrectly supplied.

Refunds

For a valid change-of-mind cancellation, we will refund the price paid and the cost of our least expensive standard delivery option. Any additional amount paid for enhanced or timed delivery is not refundable unless the goods were faulty or incorrectly supplied. We will issue the refund within 14 days after we receive the returned goods or, if earlier, after you provide evidence that they have been sent back. If no goods were supplied, we will refund within 14 days after being informed of the cancellation.

Refunds will normally be made using the original payment method unless you expressly agree otherwise. We do not charge a refund fee.

Trade and business orders

If you purchase wholly or mainly for business purposes, the consumer cooling-off right does not apply. Non-faulty business returns require our prior written agreement and may be subject to reasonable restocking, testing, carriage or collection charges. Bespoke, configured, specially ordered, installed or used business goods are not returnable unless faulty or otherwise agreed in writing. Your statutory and contractual rights concerning defective goods remain subject to the applicable contract and law.

Return instructions

• Email sales@lancemanbuild.com before sending anything back.
• Wait for return instructions and, where applicable, a return reference.
• Drain machines and tanks completely and remove chemicals, fuel and other liquids unless we tell you otherwise.
• Pack goods securely with all supplied accessories, manuals and components.
• Do not send machinery, engines, batteries, fuels, chemicals or palletised goods through an unsuitable parcel service.
• Keep proof of dispatch until the return is resolved.