UK Pallets Terms and Conditions of Use

You can download the RHA Conditions of Carriage here – RHA 2024.

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 5. 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 on 1st 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
• 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 You own the goods or have permission to ship them.
• 4.3 Pallet size definitions:
• • Mini-Quarter: up to 150kg, up to 600mm height
  • Quarter: up to 250kg, up to 800mm height
  • Half: up to 500kg, up to 1200mm height
  • Light: up to 750kg, up to 2200mm height
  • Full: up to 1000kg, up to 2200mm height
• 4.4 Base size: 1200mm x 1200mm (book additional spaces if oversize).
• 4.5 Goods are insured up to £5,000 per tonne at cost price.
• 4.6 You will receive an automated acknowledgement after booking.
• 4.7 A contract is only formed when we issue an Order Confirmation.
• 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 You must not ship items on our Prohibited Items List.
• 6.2 You confirm your pallet does not contain prohibited goods
• 6.3 If unsure, contact us BEFORE booking.
• 6.4 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.
• 6.5 Engines and gear boxes are only transported if drained of all fluids. It is your responsibility to ensure this is so. Any clean-up or decontamination costs resulting from failure to comply will be charged to you. Minimum cost is £50 + VAT to replace the spill kit. We accept no liability for any spillages, contamination, damage, delays, or additional costs arising where engines or gearboxes have not been completely drained of all fluids.

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
• 7.5 Provide internal packaging to protect goods.
• 7.6 Hazardous goods are prohibited unless agreed and using the additional Hazardous service at time of booking

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 If goods are not ready or access is unsuitable, this is treated as a Failed Collection and may incur a fee of £20 + VAT this cost is per order per collection attempt.
• 8.4 After two failed collections, we may cancel the order and issue a partial refund. If the Goods have not been successfully collected we will cancel the Order and issue a partial refund, such refund calculated to consider the charges for each failed collection
• 8.5 You must ensure safe access for vehicles at both addresses.
• 8.6 Delivery
• • 8.6.1 A responsible person must accept the delivery.
  • 8.6.2 Damage/shortages must be clearly marked on the delivery note (“DAMAGED”, “SHORTAGE”, “GOODS MISSING”).
  • 8.6.3 Any Damage/shortages must also be communicated to us at the time of delivery
• 8.7 Delivery is kerbside as standard.
• 8.8 Small vehicle requests must be made prior to booking, as tail-lifts may not always be available. In some areas, a 7.5-tonne vehicle is the smallest option available. If access restrictions require a van, please check with us before placing the order, as not all goods or locations can be serviced with a vehicle smaller than 7.5 tonnes.
• 8.9 Failed deliveries due to customer error may incur a Redelivery Fee of £25 + VAT per pallet space.
• 8.10 If delivery of your pallet(s) cannot be completed due to your breach of these Terms:
• • 8.10.1 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.
  • 8.10.2 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).
  • 8.10.3 We shall have no further obligation to you in connection with the Services; and
  • 8.10.4 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.
• 8.11 In the event of a failed delivery, an additional charge will apply. The current redelivery fee is £25 + VAT per pallet space. We reserve the right to increase this charge for any subsequent failed deliveries. All applicable redelivery fees must be paid in full prior to any re-delivery being arranged.
• 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 are estimates only and no guarantees or Warranties are given in relation to timescales. No refunds or other compensation will be given for late collection and/or delivery of your pallet(s).
• 8.14 In addition, there may be delays due to an Event Outside Our Control. See clause 16 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.
• 8.15 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.
• 8.16 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:
• • 8.16.1 You fail to comply with our strict packing and labelling guidelines.
  • 8.16.2 The pallet(s) are too large or heavy according to our pallet size definitions as described in Clause 4.3.
  • 8.16.3 The pallet(s) contain any materials that are on our prohibited items list.
  • 8.16.4 The pallet(s) are deemed, in our reasonable opinion, to be unsuitable for transport via the network; and
  • 8.16.5 The collection and/or delivery addresses are deemed, in our reasonable opinion, to be unsuitable for our vehicles to access.
  • 8.16.6 In event of any of the circumstances in sections 6 & 7 you will not be entitled to a refund of any sums paid
• 8.17 On receipt of the goods, you are required to inspect them thoroughly. Where damage is apparent, the delivery documentation must be endorsed with the word “DAMAGED” and initialled. This endorsement will be relied upon for the purposes of any insurance claim (see Section 14). All issues must be reported to us without delay.

9. Palletising Service (Optional)

• 9.1 If selected, we provide an empty pallet and wrap the goods.
• 9.2 Customer must load items onto the pallet — drivers do not lift items.
• 9.3 Loads must be secure; heavy/awkward items may require straps or banding which needs to be provided by the customer.
• 9.4 Max 70kg per item, max 20 items.
• 9.5 Driver may refuse any goods if unsafe to transport
• 9.6 It is the responsibility of the collection point to ensure the goods are safely packed and wrapped on the pallet ready for collection to be completed.

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, Saturday deliveries, same day collections, Amazon deliveries)
• Dangerous or prohibited goods discovered
• Return to sender
• Any costs incurred as a result of spillages caused by undrained or inadequately drained units — including (but not limited to) clean-up, disposal, 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 not possible, we may store the goods and charge storage fees
• 12.2 If unclaimed after 28 days, we may sell, dispose of, or auction the goods.
• 12.3 Sale proceeds (minus storage, costs, and outstanding charges) will be returned to you.
• 12.4 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
• 14.6 We may inspect goods
• 14.7 Claims may be rejected if deadlines or documentation are not met.
• 14.8 Where goods are deemed to be beyond economical repair or incapable of salvage, ownership of the goods shall transfer to us upon settlement of the claim, and we may dispose of or retain the goods at our discretion.

15. International Shipments

• 15.1 When shipping outside the UK, you must provide
• • 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 may refuse international shipments from unknown or unverified shippers.

16. Force Majeure

• 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.
• 18.2 Refunds may be reduced for services already performed (e.g., booking costs attempt to collect fees are £20 +VAT).
• 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.

20. Direct Runs (Dedicated Vehicles)

• 20.1 Requests for quotations for dedicated vehicles for collection and delivery must be submitted by email to support@ukpallets.co.uk.
• 20.2 Full payment of the quoted amount is required prior to booking a dedicated vehicle. No vehicle will be booked and no services will be provided until payment has been received in full.
• 20.3 Upon confirmation and booking of a dedicated vehicle, charges are incurred with the carrier irrespective of whether the collection or delivery proceeds.
• 20.4 Any cancellation charges incurred by us shall be passed on to the customer at the same rate charged to us by the carrier.
• 20.5 Where sufficient notice of cancellation is provided and the vehicle can be rebooked, a partial refund of up to 50% of the transport charge may be applied at our discretion. No refund is guaranteed.
• 20.6 The quoted price includes up to one (1) hour of waiting time. Any additional waiting time, delays, or failure to load or unload within this period shall incur additional charges.
• 20.7 Where goods are refused at the delivery point for any reason, the customer shall be liable for all additional costs incurred, including but not limited to re-delivery, storage, and return charges.

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.