Refund Policy
Last updated: July 2026
This Refund Policy explains how returns, cancellations and refunds are handled by Nick Ager Haulage Ltd when you place an order through our website.
Business: Nick Ager Haulage Ltd
Address: Hacche Lane, Pathfields Business Park, South Molton, Devon, EX36 3LH
Email: info@nickagerhaulage.co.uk
Telephone: 01769 572975
1. Order cancellations
If you place an order online, you may have the right to cancel your order under UK distance selling rules.
For most online orders, you have 14 days from the day after you receive the goods to tell us you wish to cancel. You then have a further 14 days to return the goods after notifying us. Refunds must usually be made within 14 days of receiving the returned goods.
To cancel an order, please contact us using the details above and provide:
- Your name
- Order number
- Contact details
- Reason for cancellation, if you wish to provide one
2. Returns
Returned goods must be:
- Unused
- In a resaleable condition
- In the original packaging where applicable
- Returned with proof of purchase
You are responsible for returning the goods to us unless the item is faulty, damaged or incorrect.
For large, heavy or bulk items, return costs may be higher than standard parcel returns. Please contact us before returning any bulky goods so we can advise on the best return method.
3. Items that cannot usually be returned
Some items may not be suitable for return once delivered, especially where goods have been:
- Mixed, used or laid
- Removed from their original packaging
- Damaged after delivery
- Made or supplied to a custom specification
- Delivered loose or tipped onto your property
Loose aggregates, sand, soil, compost and similar materials may be difficult or impossible to return once tipped or mixed with other materials.
This does not affect your statutory rights if the goods are faulty, damaged or not as described.
4. Faulty, damaged or incorrect goods
Please check your order as soon as it is delivered or collected.
If goods are faulty, damaged, missing or incorrect, contact us as soon as possible with:
- Your order number
- A description of the issue
- Photographs, where relevant
- Delivery details
Where the issue is confirmed, we may offer a replacement, refund, repair or another suitable resolution.
Under UK consumer law, customers are entitled to a refund, repair or replacement if goods are faulty, not as described or do not do what they are supposed to do.
5. Delivery issues
If delivery cannot be completed because the delivery location is unsuitable, inaccessible or unsafe, additional charges may apply for redelivery or cancellation.
For bulk bags, loose loads, HIAB deliveries and heavy goods, please make sure:
- Access is suitable for the delivery vehicle
- There is enough space for unloading
- The delivery area is safe and clear
- Any instructions are provided before delivery
If you are unsure whether your property is suitable for delivery, please contact us before placing your order.
6. Refunds
Approved refunds will be processed using the original payment method where possible.
Refunds may include the standard delivery cost where required by law, but we may not refund additional delivery upgrades or extra delivery services if you selected them.
We may make a deduction from the refund if goods have been handled more than necessary or returned in a condition that reduces their value.
7. Collection orders
If you choose local collection, please check your order at the time of collection.
If you need to cancel a collection order, contact us as soon as possible. If the order has already been prepared, loaded or specially arranged, cancellation may be subject to review.
8. Business customers
Where goods are purchased by a business, trade customer or commercial buyer, different rights may apply. Please contact us to discuss any issue with your order.
9. How to request a return or refund
To request a return or refund, contact:
Nick Ager Haulage Ltd
Hacche Lane, Pathfields Business Park
South Molton, Devon, EX36 3LH
Email: info@nickagerhaulage.co.uk
Telephone: 01769 572975
Please include your order number and full details of the issue.