UK Pallets Terms and Conditions of Use

You can download the RHA Conditions of Carriage here – RHA 2009.

These Terms will apply to any contract between us for the supply of Services to you (Contract). Please read these Terms carefully and make sure that you understand them, before ordering any Services from our site. Please note that before placing an order you will be asked to agree to these Terms. If you refuse to accept these Terms, you will not be able to order any Services from our site.

You should print a copy of these Terms or save them to your computer for future reference.

We amend these Terms from time to time as set out in clause five. Every time you wish to place an order for Services, please check these Terms to ensure you understand the terms which will apply at that time. These Terms were most recently updated in January 2026.

These Terms, and any Contract between us, are only in the English language.

1. Who We Are

UK Pallets is a trading name of: Mitchells of Mansfield

Company Registration No: 5310150

VAT Number: 118 24 88 65

Registered Office & Main Trading Address:

Brierley Park Close, Sutton-in-Ashfield, Nottinghamshire, NG17 3FW

Our services are provided through our online booking platform.

Contact Us:

• Phone: 01952 457050
• Email:Support@ukpallets.co.uk

If we need to contact you, we will do so via email or prepaid post to the details provided at booking.

2. Using Our Website

• 2.1 You must use our website in accordance with our Website Terms of Use and Acceptable Use Policy.
• 2.2 Your personal data is processed in accordance with our Privacy Policy.
• 2.3 We may suspend or refuse service if you misuse the website or breach any of these policies.

3. Who Can Use Our Service

• 3.1 Consumers must be at least 18 years old.
• 3.2 Business users must be authorised to act on behalf of the business.
• 3.3 These Terms, along with the RHA Conditions, form the entire agreement between you and us.

4. Formation of the Contract

• 4.1 When placing an order, you must provide accurate information including pallet weight, dimensions, collection, and delivery details, and contact numbers and Dangerous goods information.
• 4.2 By submitting an order, you confirm that
• • 4.2.1 All information is complete and accurate
  • 4.2.2 Pallet sizes/weights declared are accurate (we may weigh/measure).
  • 4.2.3 Full and accurate description of goods including UN number, class / division, and packaging group.
• 4.3 Pallet size definitions:
• • Quarter: up to 250kg, up to 600mm height
  • Half: up to 500kg, up to 1200mm height
  • Full: up to 1250kg, up to 2200mm height
• 4.4 Base size: 1200mm x 1200mm (book additional spaces if oversize).
• 4.5 You will receive an automated acknowledgement after booking.
• 4.6 You will manually be forwarded a dangerous goods note, which must be clearly attached to the goods.
• 4.7 A contract is only formed when we issue an Order Confirmation and a dangerous goods note.
• 4.8 If we cannot accept your order, we will notify you and refund you.
• 4.9 Your Order Confirmation includes your tracking reference.

5. Changes to These Terms

• 5.1 The version of these Terms on our website at the time of your order applies.
• 5.2 We may update the Terms due to legal or operational requirements.
• 5.3 Material changes will be highlighted on our site.

6. Restrictions & Prohibited Goods

• 6.1 We can offer the Carriage of Dangerous Goods by Road (ADR) for approved hazardous items only. This service is subject to acceptance and carries an additional surcharge.
• 6.2 You confirm your pallet does not contain the following prohibited goods.
• • 6.2.1 Damaged lithium batteries.
  • 6.2.2 Fireworks are not permitted - 1.4S explosives carried exclude UN0012, UN0337, UN0345 and UN 0432.
  • 6.2.3 Flammable solids class 4.1 that have explosive secondary hazard.
  • 6.2.4 Organic peroxides that are temperature controlled or that have explosive secondary hazard.
  • 6.2.5 infectious substances
  • 6.2.6 radioactive, other than excepted quantities.
  • 6.2.7 waste products.
  • 6.2.8 non-networkable products that can only be transported directly (for example cyanides).
• 6.3 Each consignment of hazardous goods must be accompanied by the correct and complete documentation, including but not limited to a Dangerous Goods Note (DGN) clearly detailing the goods being transported, along with the applicable UN number(s). UN numbers are unique identifiers assigned to hazardous substances or materials that pose potential risks during transport.
• 6.4 If unsure, contact us BEFORE booking.
• 6.5 If prohibited items are discovered:
• • 6.4.1 You indemnify us, our network, and subcontractors.
  • 6.4.2 We may refuse carriage or return items at your cost
  • 6.4.3 We may refuse collection and apply surcharges.
• 6.6 If you are unsure whether your goods are classified as prohibited or dangerous, you must contact us before booking.
• 6.7 Missing, incorrect, or incomplete dangerous goods documentation constitutes a serious offence and may result in fines, shipment delays, refusal of carriage, seizure of goods, and/or additional charges, for which you will be fully liable.
• 6.8 Any clean-up or decontamination costs resulting from failure to comply will be charged to you. Minimum cost is £250 + VAT (all costs incurred due to your negligence will be passed on). We accept no liability for any spillages, contamination, damage, delays, or additional costs arising.

7. Packing & Pallet Requirements

• 7.1 Pallets must be robust, intact, and suitable for transport.
• 7.2 Goods must not overhang the pallet.
• 7.3 Pallets must be stable and withstand at least 6 transshipments.
• 7.4 Goods must be secured using wrap, straps, or banding, ADR labels must be visible on every container/ box on the pallet, if this is not visible when wrapped these labels must be on the outside of the wrap and an Overpack label applied.
• 7.5 Provide internal packaging to protect goods.
• 7.6 Hazardous goods are only permitted if selecting this service at time of booking.
• 7.7 The Dangerous goods note that will be emailed to you and must be displayed on the pallet a second copy must be available to hand to the driver.
• 7.8 Best practice is that if a container contains liquids within a box, please ensure a sealed plastic bag seals the goods encase of leakage. The plastic bag will then retain any spillages.

8. Collection & Delivery

• 8.1 Goods must be secured to a pallet before collection. see How to package your goods
• 8.2 Drivers may refuse unsafe or poorly packed pallets. The collecting driver will assess your pallet and will only make the collection if they decide that your pallet has been properly prepared and is safe for transit. The collecting driver must act within health and safety guidelines, and it is entirely at their discretion whether the collection can be made.
• 8.3 Your goods can be refused at any stage of transport if it is deemed to not be within the guidelines of transporting hazardous freight. If this occurs you will be liable to for any return costs.
• 8.4 If goods are not ready or access is unsuitable, this is treated as a Failed Collection and will incur an additional cost of the same amount paid initially.
• 8.5 After two failed collections, for each failed collection full initial costs are incurred.
• 8.6 You must ensure safe access for vehicles at both addresses.
• 8.7 Delivery
• • 8.7.1 A responsible person over the age of eighteen must accept the delivery. Proof of I.D may be required. If I.D is unable to be provided we will not be able to complete delivery, and full costs will be charged again for redelivery.
  • 8.7.2 Damage/shortages must be clearly marked on the delivery note (“DAMAGED” “SHORTAGE” or “GOODS MISSING”).
  • 8.7.3 Any Damage/shortages must also be communicated to us at the time of delivery.
• 8.8 Delivery is kerbside as standard.
• 8.9 if recollection or redelivery is required the cost is the same price as the initial cost at the time of placing the order. All applicable fees must be paid in full prior to any re-collection or re-delivery being arranged.
• 8.10 Small vehicle of 7.5 tonne must be requested prior to booking, a surcharge of £70 + VAT is required for this service.
• 8.11 If delivery of your pallet(s) cannot be completed due to your breach of these Terms:
• • 8.11.1 We may return your pallet(s) to the collection address (where possible). Any additional cost incurred may be charged as set out in our surcharge list.
  • 8.11.2 We may retain up to 100% of the price you have paid for the Services (in our sole and absolute discretion) to reflect the costs we have incurred in connection with the failed delivery of your pallet(s).
  • 8.11.3 We shall have no further obligation to you in connection with the Services; and
  • 8.11.4 It is your responsibility to place a new order with us, as we do not automatically rebook any Services that have failed as a result of a failed delivery.
• 8.12 It is the Customer’s responsibility to ensure that there is an authorised person at the delivery location to sign for the Goods. The absence or discrepancy in a signed delivery note shall not entitle the Customer to withhold any monies due.
• 8.13 Warning: We do not guarantee the time(s) or date(s) of collection or delivery. All collection and delivery times on our website or on your order confirmations dates are estimates only and no guarantees or Warranties are given in relation to timescales. Collection is normally within two working days of the collection date stated at time of placing the order.
• 8.14 No refunds or other compensation will be given for late collection and/or delivery of your pallet(s).
• 8.15 In addition, there may be delays due to an Event Outside Our Control. See clause sixteen for our responsibilities when an Event Outside Our Control happens. If our supply of the services is delayed by an event outside our control (which includes, for example, bad weather, traffic congestion, mechanical breakdown, obstruction of public or private highways, or industrial action, or the failure of our members or sub-contractors), then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay.
• 8.16 We may have to suspend the Services if we have to deal with technical problems. Where possible we will contact you to let you know in advance if this occurs, unless the problem is urgent or an emergency.
• 8.17 Circumstances where we may refuse to collect and/or handle your pallet(s) We, any member of our network or any of our sub-contractors reserve the rights to refuse to collect or otherwise handle your pallet(s) where:
• • 8.17.1 You fail to comply with our strict packing and labelling guidelines.
  • 8.17.2 The pallet(s) are too large or heavy according to our pallet size definitions as described in Clause 4.3.
  • 8.17.3 The pallet(s) contain any materials that are on our prohibited items list.
  • 8.17.4 The pallet(s) are deemed, in our reasonable opinion, to be unsuitable for transport via the network; and
  • 8.17.5 The collection and/or delivery addresses are deemed, in our reasonable opinion, to be unsuitable for our vehicles to access.
  • 8.17.6 In event of any of the circumstances in sections 6 & 7 you will not be entitled to a refund of any sums paid
• 8.18 Upon delivery of your goods, please ensure you check these very carefully. If your goods are damaged in any way, please write DAMAGED and then provide your initials in the signature box so we can use this as the basis for your insurance claim see section.
• • 8.18.1 If damaged need to ensure podded as damaged and driver informed at time of delivery it is damaged.
  • 8.18.2 A photo of the goods with driver and truck on site is required. Goods must not have been moved from the delivery location.

9. Palletising Service (Optional)

• 9.1 We are unable to offer a palletised service for hazardous goods – all goods must be safely palletised please see section 7.

10. Price, Payment & Surcharges

• 10.1 Prices depend on pallet size, service type, and locations.
• 10.2 Under-declared weight/size will incur surcharges.
• 10.3 If pricing errors occur; we will contact you to confirm or cancel.
• 10.4 Prices include VAT.
• 10.5 Payment is required at booking (Stripe/PayPal).
• 10.6 Surcharges must be paid before delivery proceeds
• 10.7 If payment is overdue, we may:
• • suspend collection/delivery.
  • apply a lien over goods.
  • charge interest at 8% above the Bank of England base rate.
• 10.8 Our site contains a large number of options for pricing of the Services. It is always possible that, despite our reasonable efforts, some of the Services on our site may be incorrectly priced. If we discover an error in the price of the services you have ordered we will contact you by email to inform you of this error and we will give you the option of continuing to purchase the Services at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you by email. Please note that if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the Services to you at the incorrect (lower) price.

11.Surcharge & Fee Schedule

Surcharges may include:

• Under-declared weight/size
• Failed collection or failed delivery
• Redelivery / redirection / reroute of goods
• Waiting time charges
• Address change after booking
• Non-standard services (AM service, timed delivery, same day collections)
• Dangerous or prohibited goods discovered
• Return to sender
• Tail lift £8+ VAT per consignment
• Pre 10am service - £60 + VAT
• Timed delivery service available from 10am to 15.00 (not available on collection service) - £35 +VAT
• Am/PM delivery service only (not available on collection service) - £20 + VAT.
• • Any costs incurred as a result of spillages caused by undrained or inadequately drained units — including (but not limited to) clean-up, disposal £250 min, vehicle decontamination, delays, fines, or third-party charges — will be charged to the customer in full. We reserve the right to update surcharges without notice.

12. Unclaimed or Undeliverable Goods

• 12.1 If delivery or return is delayed, we may store the goods and charge storage fees.
• 12.2 If unclaimed after 7 days you will be required to pay for a return order.
• 12.3 If we are unable to return the goods you will incur additional costs for disposal of goods.
• 12.4 We will not sell or auction hazardous goods, you must provide a solution to enable delivery or return.
• 12.5 This process fully discharges our liability.

13. Events We Are Not Liable For

• 13.1 We are not liable for losses caused by:
• • Prohibited Items
  • poor or incorrect packaging
  • incorrect information (dimensions, address, weights)
  • weather, traffic, strikes, accidents
  • seizure by authorities
  • natural deterioration, latent defect, inherent vice
  • your failure to be available for collection/delivery
• 13.2 Our total liability is the lowest of:
• • repair or replacement cost of goods.
  • actual cost price; or
  • £5,000 per tonne of gross weight lost/damaged.
  • Any goods damaged must be mitigated / salvaged where possible.
• 13.3 We do not cover:
• • consequential / indirect loss
  • loss of business, revenue, or profit
  • business interruption
  • loss of goodwill

14. Claims Procedure

• 14.1 You must inspect pallets upon delivery
• 14.2 Visible damage must be noted on the delivery note and reported to the driver.
• 14.3 Claims for damage must be submitted within 3 days.
• 14.4 Claims for non-delivery must be made within 14 days of dispatch.
• 14.5 You must provide (but is not limited to):
• • proof of value
  • photos of damage
  • packing details
  • any documents requested
  • Photo showing the goods damaged at the point of delivery – goods must not have been moved from delivery point of delivery.
• 14.6 We may inspect goods
• 14.7 Claims may be rejected if deadlines or documentation are not met. You will be required to prove goods were damaged while in transit and not after point of delivery.
• 14.8 Where goods are deemed to be beyond economical repair or incapable of salvage, ownership of the goods may transfer to us upon settlement of the claim, and we may dispose of or retain the goods at our discretion.
• 14.9 If the goods have a clean proof of delivery all insurance claims will be rejected – it is the delivery points responsibility to ensure goods are marked as damaged or missing at the time of delivery.
• 14.10 refer to rha terms and conditions 2009 for liability cover.

15. International Shipments

• 15.1 International shipments are not available for hazardous freight.
• 15.2 We are unable to provide shipment to southern Ireland.
• 15.3 We can provide transport to Northern Ireland however goods must also have a commercial invoice which will need to include the following information:
• • correct commodity codes
  • customs descriptions
  • values for customs
  • any licenses or permits required
  • Seller & Buyer Details
  • • Exporter / Seller name & full address
    • Importer / Buyer name & full address
    • Contact details (email / phone – recommended)
    • EORI number (UK/EU where applicable)
    • VAT number (if registered)
  • Invoice Information & Date
  • Commercial invoice number
  • Incoterms® 2020 (e.g. EXW, FCA, DAP, DDP)
  • Goods Description
  • • HS / Commodity code (6–10 digits depending on country)
    • Country of origin of the goods (important – not always the UK)
    • Quantity (units)
    • Unit value
    • Total line value
    • Currency (GBP, EUR, USD, etc.)
    • Weight
    • Total customs value
  • Compliance Statements - Declaration statement, for example: “I declare that the information contained in this invoice is true and correct and that the contents and value are as stated.”
  • Name of responsible person
  • Signature
  • Date
• 15.2 You are liable for all customs duties, taxes, and delays caused by incorrect information
• 15.3 We will refuse all international shipments.

16. Force Majeure- please also refer to RHA terms and conditions 2009

• 16.1 We are not liable for delays caused by events outside our control. Including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
• 16.2 We will notify you of any major disruption
• 16.3 Obligations may be suspended during the event.
• 16.4 Either party may cancel after prolonged force majeure, with refund for unperformed services.

17. Lien Over Goods

We may retain goods until all charges, surcharges, or interest are paid. This lien applies to goods in possession of us or our subcontractors.

18. Cancellation

• 18.1 You may cancel your order before a collection attempt. We will require 24-hour notice, or all charges will still be applied.
• 18.2 Refunds are at our discretion.
• 18.3 We may cancel your order if:
• • we cannot access the collection or delivery point (if the delivery point is not accessible return of goods fee will be chargeable to you)
  • goods are unsafe or prohibited
  • payment is not received
  • you provide incorrect information
• 18.4 If we cancel due to your breach, no refund may be due, and additional charges may be applicable.

19. Communications & Notices

• 19.1 All notices and communications must be made in writing and sent by email.
• 19.2 Notices will be deemed to have been received:
• • by email, at the time of sending, provided no delivery failure or bounce-back notification is received.
• 19.3 It is the Customer’s responsibility to ensure that a valid and correct email address is provided at the time of placing the order and remains accurate for the duration of the contract.
• 19.4 Proof of deliveries will take at least two working days to be provided. This timeline is a guidance and may take longer but you will be kept informed.

20. Direct Runs (Dedicated Vehicles)

• 20.1 We are unable to offer direct runs or couriers for hazardous goods.

21.Governing Law & Jurisdiction

These Terms are governed by the laws of England & Wales any disputes shall be handled exclusively by the courts of England & Wales.

22. Other Important Terms

• 22.1 If any part of these Terms is invalid, the rest remains in effect.
• 22.2 Failure to enforce a right is not a waiver of that right
• 22.3 No third party has rights to enforce these Terms.
• 22.4 Consumers retain all statutory rights.