Delivery and Returns Policy for Poplar Catering Supplies Ltd

Last Updated: 4/6/2026

Delivery Policy

At Poplar Catering Supplies Ltd, we strive to provide efficient and reliable delivery services for our catering equipment throughout the UK. Something we can not be matched on!

1. Delivery Areas

We deliver to all addresses within England, Scotland and Wales. For deliveries to Northern Ireland, Republic of Ireland and other international deliveries, please contact us directly for arrangements and prices. We can deliver to these areas but additional charges and duties may apply.

2. Delivery Times

• Standard Delivery: Typically delivered within 1-2 working days, unless stated otherwise at time of order.
• Express Delivery: Available upon request for an additional fee. Our express delivery options include Same Day, within 12 hours and within 24 hours guaranteed. Please speak to us about these options for more urgent requirements.
• Please note that delivery times may vary based on product availability and your location. It is the customers responsibility to confirm the accurate delivery timeframe with us prior to ordering.

By using our Site, you confirm that you accept these terms and conditions and that you agree to comply with them. If you do not agree to these terms, you must not use our Site.

3. Delivery Charges

Delivery charges will be calculated at checkout or time of order depending on the items ordered. For all orders under the value of £75 we will charge a flat rate carriage charge of £12.50. Delivery charges may be applicable to orders over this value, these will be confirmed throughout the ordering process if applicable.

4. Delivery Process

• After your order is confirmed, you will receive an email notification with tracking information.
• You are responsible for providing accurate delivery information. We cannot be held liable for delays or issues resulting from incorrect details provided.

5. Signature on Delivery

All deliveries require a photograph, name or signature upon receipt, this is courier dependent. If you are unavailable to sign for your delivery, you may be required to collect it from a local depot or arrange a re-delivery. In some instances, re-delivery may carry additional charges. Should this be the case all charges may be passed onto the client in full.

Returns Policy

At Poplar Catering Supplies Ltd, we take great care to ensure all products are supplied in excellent condition and in accordance with customer requirements.
If there is an issue with your order, please review the policy below.

Reporting Issues

Any delivery discrepancies, damages, or incorrect items should be reported to us as soon as possible and within 7 days of delivery.
Please email full details, including your order number (if known) and photographs where possible, to sales@poplarcatering.co.uk
This does not affect your statutory rights in relation to faulty, damaged, or incorrectly supplied goods.

2. Eligibility for Returns

Returns may only be accepted where goods are:
 Reported within the required timeframe
 Authorised in advance by Poplar Catering Supplies Ltd
 Returned in their original packaging
 Unused, unopened, and in fully resaleable condition
All returned goods will be inspected upon receipt. If the above conditions are not met, we
reserve the right to refuse a credit, refund, or exchange.

3. Restocking & Delivery Charges

Where returns are accepted for unwanted goods or ordering errors, the following charges
apply:
 A restocking charge of 25% of the item value
 Any applicable outbound and return carriage costs
These charges will not apply where goods are faulty, damaged, or incorrectly supplied.

Made-to-Measure & Bespoke Orders

Made-to-measure and bespoke items are non-returnable and non-refundable, unless faulty or
damaged, as these goods are manufactured or sourced specifically to customer requirements.

4. Non-Returnable Items

For hygiene and health & safety reasons, we are unable to accept returns on certain products.
These include, but are not limited to:
 Duvets
 Pillows
 Mattress toppers
 Other hygiene-sensitive products
This does not a􀆯ect your statutory rights if goods are faulty, damaged, or incorrectly supplied.
Heavy or Bulky Items
Certain large or heavy items may be subject to additional handling or collection charges.
Where applicable, a surcharge of up to £75 per item may apply due to the size, weight, or
specialist delivery requirements of the goods.
Condition of Returned Goods
All returned items must be:
 In original packaging
 Unused and unopened
 In a condition suitable for resale
 Securely packaged for safe return transit
Items such as knives must be returned in secure and appropriate packaging for health and
safety reasons.
All returned goods will be inspected upon receipt. Any items returned in an unsuitable
condition, or which do not meet the conditions outlined within this policy, may be refused or
subject to deductions from any refund or credit due.

5. Returns Process

To request a return, customers should contact us by email at sales@poplarcatering.co.uk with
the following information where available:
 Order number (if known)
 Care home name and address
 Product details
 Reason for return
 Photographs where applicable

Please note that returns cannot be authorised or processed over the telephone, as all requests
must be submitted in writing for tracking and authorisation purposes.
Once reviewed, we will confirm whether the return has been authorised and provide details of
the next steps, including the correct returns address, collection arrangements where
applicable, and the required returns paperwork.
Please note:
 Returns must not be sent back without prior authorisation
 Returns sent to an incorrect address may not be accepted
 Any returns sent without the correct paperwork will not be processed
Returns Queries
If you are unsure whether an item is eligible for return, please contact our team before
arranging a return.
Email: sales@poplarcatering.co.uk
Telephone: 0113 5198676