Payment, Delivery and Returns

Buying Online from Brandon Hire

The Brandon Hire Online Shop is able to supply thousands of products and consumables to industry with a first class service to all its customers, ensuring the right product is delivered at the right time. Whether you have run out of health and safety related products, need a new wheelbarrow or require wet weather gear for you or your workforce, Brandon Hire can provide it all, and deliver it to a Brandon Hire branch of your choice free of charge.

Free Delivery

We deliver your order to your chosen Brandon Hire branch, usually within 2 clear working days. Please call the branch you have chosen to collect your order from to ensure it has been delivered and is ready for collection.

We have great brands such as Spear & Jackson, Defiance, 3M and many more within our core product range covering the key areas of Personal Protective Equipment, Road Works & Equipment and Site Supplies. We deliver free of charge to your local Brandon Hire branch, meaning you’re free to get on with work rather than wasting time, waiting for a delivery to your home or business address.

How to Buy Online: Step-by-Step Guide

Choose your products and add them to your basket. When asked, fill in your personal details in ‘My Brandon Hire’. You’ll only have to do this once, but do remember your password and to keep it secure.
When you are ready to make a purchase choose the Brandon Hire branch from the drop down box that you want your delivery to arrive at. This may be the branch closest to your address or, nearer to where you are working.
Once you have read, understood and agreed with our terms and conditions, tick the box.
Payment for all Products must be made using the WorldPay payment gateway. We accept payment with all major credit cards.
Print a copy of your invoice that is sent to your registered email address.
IMPORTANT: Ensure you bring your invoice with you when you collect your order. We will be unable to release your order without checking this.
You'll receive an email 'Order Confirmation' shortly after completing your transaction.
Call your local Brandon Hire branch to check your order has arrived and then collect, ensuring you have your invoice with you do.
Check your order when you collect ensuring you have the right goods and that they are in perfect condition. At this point the branch will ask you to sign to say you have safely received the goods you ordered.
Get working!

Returns Information

We've put together some guidelines to help explain our returns policies and procedures. But it's worth noting that wherever possible we will respond to your individual circumstances.

Faulty Product:

It's an unfortunate fact of life that no matter how good a manufacturer is they'll occasionally produce a faulty product. Please see below and clause 10.1.b of our Online Shop Terms & Conditions, which explains how we handle faulty products.

Unwanted Product:

If you're a consumer customer you can return your product within the 7 day cooling off period and you'll receive a refund (but you must take reasonable care of the product until you return it to us).
If you're a business customer or wish to return a product outside of the 7 day cooling off period we do not usually accept a return (unless the product is faulty). We'll try to help out when we can but some products have a limited resale potential so we don't always offer a refund. We may not offer to refund the full purchase price, but if we do reduce the refunded amount we will only ever take a maximum of 30% off the refund. All refunds of this nature will be subject to a £10 fee.
In all instances your product needs to be complete and in 'as new' condition e.g. if you have opened the box to examine the product you need to have done so without damaging or marking the product or packaging. It should be returned with the original box, packing and accessories you received with it.
If you want a different product, the conditions above still apply. When you've returned your product, we'll ask you to place a fresh order and then issue a refund for your first order.

Incomplete or Damaged in Transit Product:

It doesn't happen very often, but sometimes when a product is unpacked it's clearly damaged or has something missing. If you complete a returns form within 3 working days of receiving your product a quick replacement can usually be arranged.
After 3 working days the product is classed as faulty and you'll need to follow our faulty product guidelines below.

The rules below about returning unwanted, faulty, damaged or incomplete products do not apply if you are a consumer cancelling under the 7 day cooling off period. However, we would be greatful if you would follow the 4 steps under "Returns - Unwanted Products" below when returning a product under the seven day cooling off period as doing so will speed up the returns process (and we may be able to provide you with your refund more quickly).

Returns - Unwanted Products

Before you return any product, the return will need to be authorised. When we authorise a return we'll supply you with an RMA (Returned Merchandise Authorisation) number.
Packages that arrive without a valid RMA number will be rejected or returned.
Please ensure that the RMA number is clearly visible on the outside of the packaging.
Make sure you package the product well. We cannot accept liability for any goods damaged in transit and a replacement or refund will not be offered.
We endeavour to arrange all returns within 3 working days of the returns form being submitted to us.
Products are inspected and tested when they arrive at our returns department. If they are found to be damaged or are not as described they may be rejected.

How to return an unwanted product

Step 1 - Fill out a returns form

Send us the details of the item you'd like to return by accessing the My Orders section of My Brandon Hire and selecting the order that contains the product(s) you wish to return. You will then be able to select the product(s) you wish to return and the reason for doing so.

Step 2 - We process the return

We'll contact you if we need any further information before authorising the return.
We will consider your request to return the product using the criteria set out above (see "Unwanted Product").
If we agree to the return, and have everything we need, we'll supply you with an RMA (Returned Merchandise Authorisation) number.

Step 3 - Repackage your product and return to your nominated Brandon branch.

Use the original packaging if possible and label the package with our RMA number
Return the package to the Brandon Hire branch you collected your order from

Step 4 - We'll then process a refund

Your product will be inspected when it arrives with us and if everything is OK we'll process a refund to the account used for the original payment.
All banks, Credit card companies and payment accounts differ in how long they take to process refunds, but it will be within 30 days

Returns - Damaged Product

Returning an incomplete or damaged in transit product

Before you return any product, the return will need to be authorised. When we authorise a return we'll supply you with an RMA (Returned Merchandise Authorisation) number.
Packages that arrive without a valid RMA number will be rejected or returned.
Please ensure that the RMA number is clearly visible on the outside of the packaging.
Make sure you package the product well and return it to the Brandon Hire Branch you collected it from. We cannot accept liability for any goods damaged in transit and a replacement or refund will not be offered.
We endeavour to arrange all returns within 3 working days of the returns form being submitted to us.
Products are inspected and tested when they arrive at our returns department. If they are found not to be faulty or are not as described they will be rejected

How to return a damaged product

Step 1 - Fill in a returns form straight away

If you send us a returns form within 3 working days of receiving your product a quick replacement can usually be arranged.
NOTE: After 3 working days the product is classed as faulty and you'll need to follow our returning a faulty product guidelines.

Step 2 - We process the return

We'll contact you if we need any further information before authorising the return.
If we have everything we need we'll supply you with an RMA (Returned Merchandise Authorisation) number

Step 3 - We send out a replacement

The next step is to arrange for a replacement product to be collected by you.

You will be required to send us the details of the item you'd like to return by accessing the My Orders section of My Brandon Hire and selecting the order that contains the product(s) you wish to return. You will then be able to select the product(s) you wish to return and the reason for doing so.

Incomplete or damaged in transit

Returning an incomplete or damaged in transit product

Step 1 - Fill in a returns form straight away

If you send us a returns request by accessing the My Orders section of My Brandon Hire and selecting the order that contains the product(s) you wish to return, within 3 working days of receiving your product a quick replacement can usually be arranged. (After 3 working days the product is classed as faulty and you'll need to follow our returning a faulty product guidelines).

Step 2 - We process the return and collect the product

We'll contact you if we need any further information before authorising the return. If we have everything we need we'll supply you with an RMA (Returned Merchandise Authorisation) number and collect the product at a mutually convenient time and at no cost to you.

Step 3 - We send out a replacement

The next step is to arrange for a replacement product to be shipped to you, again at no cost to you. If a replacement is out of stock or unavailable we'll organise a refund including your original delivery charge.

General notes on returning an incomplete or damaged in transit product

Before you return any product, the return will need to be authorised. When we authorise a return we'll supply you with an RMA (Returned Merchandise Authorisation) number.

Packages that arrive without a valid RMA number will be rejected or returned.

Please ensure that the RMA number is clearly visible on the outside of the packaging.

Make sure you package the product well. We cannot accept liability for any goods damaged in transit and a replacement or refund will not be offered.

We endeavour to arrange all returns within 3 working days of the returns form being submitted to us.

Products are inspected and tested when they arrive at our returns department. If they are found not to be faulty or are not as described they will be rejected.

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