Thames Building Supplies Ltd – Delivery Terms & Conditions

Last updated: 09/01/2026

These Delivery Terms & Conditions (“Delivery Terms”) apply to the delivery of goods supplied by Thames Building Supplies Ltd (“Thames”, “we”, “us”, “our”) to you (“Customer”, “you”, “your”). They apply to orders placed online, by phone/email, or in-branch where delivery is requested.

These Delivery Terms cover delivery and unloading only. Separate terms apply to the sale of goods and credit accounts (our “Terms & Conditions of Sale”). Where these Delivery Terms and our Terms & Conditions of Sale overlap, delivery matters are governed by these Delivery Terms.

1) Company details

Thames Building Supplies Ltd
Registered address: Lugg Approach, London, E12 5LN
Trading address: Lugg Approach, London, E12 5LN
Company No: 06252561 | VAT No: 542 2352 73
Email: info@thamesbuildingsupplies.co.uk | Telephone: 020 8550 1178

2) Definitions

• Goods: items supplied by us under your order.

• Delivery Address: address provided by you for delivery.

• Working Day: Monday to Friday (excluding UK bank holidays).

• Delivery Vehicle: any vehicle used for delivery (van, rigid, HGV, HIAB/crane vehicle).

• Kerbside Delivery: delivery to the nearest safe/legal stopping point, offloaded at ground level.

• HIAB/Crane Offload: offloading using a vehicle-mounted crane (only if agreed/booked).

• POD: Proof of Delivery, including signed delivery note or electronic confirmation.

3) Delivery availability and transport

1. All deliveries are subject to:

   • availability of the Goods at the time of the order; and

   • availability of suitable transport as and when required.

2. If Goods are unavailable, delayed, substituted, or only available at increased cost, we may, at our discretion:

   • contact you with alternatives; or

   • reschedule; or

   • cancel the delivery (and refund/credit as appropriate).

4) Delivery dates, times, and access constraints

1. Delivery dates and times are estimates unless we confirm a guaranteed timed delivery in writing.

2. We are not liable for delay caused by events beyond our reasonable control (including traffic incidents, roadworks, adverse weather, vehicle breakdown, supplier delay, site restrictions, or refusal of access).

3. If you require booked delivery slots, timed access, site inductions, permits, or call-ahead, you must tell us before the delivery is scheduled.

5) Delivery charges

1. Delivery charges (where applicable) will be confirmed at checkout, on your quotation, or at the time of ordering.

2. Delivery charges may vary based on distance/zone, vehicle type, order size/weight, and offload method.

3. Any access permits, parking suspensions, red-route permissions, site booking fees, tolls, or similar costs required to complete delivery are your responsibility unless agreed otherwise in writing.

6) Customer responsibilities (access, safety, and site readiness)

You must ensure the Delivery Address is suitable and safe for delivery and unloading.

1. Access and suitability

   • You must ensure there is safe and legal access for the Delivery Vehicle to reach the unloading point.

   • You must tell us in advance about restrictions such as narrow roads, weak surfaces, low bridges, weight limits, height barriers, tight turns, controlled access roads, gates, timed entry, schools, or marshalled sites.

2. Unobstructed unloading point

   • The unloading area must be clear (no parked vehicles, skips, scaffolding, materials, overhead obstructions, or people in the unloading zone).

3. Hard standing and storage

   • You must provide a suitable hard standing area and appropriate storage space for the Goods.

4. Labour / equipment

   • You must ensure sufficient labour and/or handling equipment is available to receive Goods where required (especially for bulky/heavy items).

5. Driver authority

   • Our driver may refuse to enter a site or proceed with unloading if, in the driver’s judgement, it is unsafe, illegal, or risks damage to property/vehicle/people.

7) Kerbside delivery and placement limitations

1. Unless agreed otherwise in writing, delivery is kerbside only.

2. Kerbside delivery means:

   • we deliver to the nearest safe/legal stopping point; and

   • we offload at ground level only.

3. We do not include moving Goods beyond kerbside (for example: into a building, behind gates, up driveways, up steps, into gardens, upstairs, or across unsafe ground) unless agreed and priced in advance.

4. Any requests for placement beyond kerbside are at the driver’s discretion and may be refused for safety/compliance reasons.

8) HIAB/crane offload deliveries (only if agreed)

If you book/agree HIAB/crane offload:

1. You must provide a firm, level surface suitable for outrigger deployment and safe lifting.

2. You must ensure the area is clear of overhead cables/branches/structures and provide a safe exclusion zone.

3. Lifts are subject to the crane’s safe working limits (which reduce with reach).

4. We will not perform lifts that are unsafe, illegal, or breach site safety requirements.

5. If safe crane offload cannot be completed due to site conditions or restrictions not disclosed in advance, it will be treated as a Failed Delivery (see section 10).

9) Unloading time allowance (30 minutes) and waiting time

1. Delivery quotations/prices include up to 30 minutes for unloading from the time our vehicle arrives at the Delivery Address (unless agreed otherwise in writing).

2. This allowance assumes:

   • unobstructed hard-road access to the unloading point;

   • suitable storage space; and

   • sufficient labour/equipment available to unload promptly.

3. If unloading is delayed for reasons outside our control (including site not ready, access blocked, no labour available, customer instructions changing, or waiting to be tipped/accepted), we reserve the right to charge waiting time and/or standing time.

4. Any waiting/standing time charges will be calculated at our prevailing rate, which may vary depending on vehicle type, load type, location, and time lost, and will be notified/charged accordingly.

5. Where applicable, waiting/standing time charges may be invoiced after delivery (or after a Failed Delivery) based on the time recorded on our delivery system and/or driver logs.

10) Failed deliveries, wasted journeys, and redelivery charges

1. A delivery may be classed as failed if we cannot safely and legally complete delivery due to factors outside our control, including (without limitation):

   • no safe access / restricted access;

   • blocked unloading point;

   • unsafe ground conditions;

   • no one available to receive/sign where required;

   • refusal to accept delivery;

   • incorrect address or inadequate delivery instructions; or

   • undisclosed site restrictions.

2. In these circumstances we may, at our discretion:

   • withhold delivery; and/or

   • return the Goods to our yard; and/or

   • charge for wasted journey, handling, waiting time, and redelivery.

3. Redelivery will be charged at the applicable delivery rate and may require rebooking.

11) Risk of damage during unloading and on-site handling

1. We are not responsible for damage to Goods arising from:

   • unloading where the site is unsuitable; or

   • handling and movement of the Goods on your site after offload; or

   • any instruction you give that requires unsafe or unusual placement.

2. We will take reasonable care during transport and offload. Where damage is caused by our negligence, we will address it in line with section 12.

12) Checking goods, delivery notes, and claims timeframe

1. You must check the Goods on delivery. Where practical, checks should be completed before our driver leaves.

2. If there is visible damage, shortage, or an incorrect item:

   • record it on the delivery note/POD (or notify the driver immediately); and

   • notify us in writing within two (2) Working Days of delivery.

3. If you discover a concealed issue that could not reasonably have been identified at delivery, you must notify us in writing within two (2) Working Days of discovery (and in any event within a reasonable time).

4. We reserve the right to reject claims where:

   • the claim is not made within the timescales above; or

   • the Goods have been used/installed/altered in a way that prevents assessment; or

   • we are not given a reasonable opportunity to inspect.

Consumer customers: Nothing in these Delivery Terms limits your statutory rights under the Consumer Rights Act 2015.

13) Breakage tolerance and heavy materials (10% allowance)

1. Due to the nature of products such as bricks, blocks, paving, and other brittle/heavy materials, a degree of chipping/breakage can occur during transport and handling.

2. Industry standard allows for 10% breakage on items such as bricks and paving slabs. The Company is not liable for this breakage and the Customer accepts these terms for delivery.

3. If breakage appears excessive, you must:

   • photograph the Goods/pallets on arrival; and

   • notify us in line with the claim timescales in section 12, so we can assess.

14) Batch variations

Batch variations apply to many products (including colour/shade/texture/size tolerances). Where Goods are supplied from different batches, minor variations may occur and are not grounds for rejection.

15) Cancellations and rescheduling

1. Delivery dates can be changed only with our agreement and subject to vehicle scheduling/loading.

2. Orders/deliveries may be cancelled only with our consent. Where cancellation is accepted, we may charge:

   • wasted journey/handling/reloading costs (if applicable); and/or

   • loss of margin/profit where Goods were specially ordered, allocated, or prepared for delivery.

3. If Goods are made to order, cut to size, mixed/tinted, or specially sourced, cancellation may not be possible.

16) Non-acceptance, part deliveries, and substitutions

1. We may deliver in instalments. Each instalment is treated as a separate delivery.

2. If you refuse a delivery/instalment without valid reason, we may treat this as a Failed Delivery and apply section 10.

3. If substitutions are necessary due to availability, we will contact you where reasonably possible. Where a substitution is minor and functionally equivalent, we may supply it unless you have told us not to.

17) Limitation of liability (delivery-related)

1. We will not be responsible for indirect loss, consequential loss, loss of profit, loss of business, or delay costs arising from delivery issues (including late delivery), except where such liability cannot be excluded by law.

2. Where we are liable for delivery-related loss, our liability is limited to the delivery charge paid for that delivery, except where the law requires otherwise.

18) Suspension of deliveries for non-payment

Where you have overdue invoices/arrears, we may suspend further deliveries until all sums due are paid and/or cancel any ongoing delivery arrangements, at our discretion (subject to any separate credit agreement terms).

19) Returns and collections (delivery-related)

1. If we agree to collect goods from site, a collection charge may apply.

2. Returned goods must be unopened, unused, in saleable condition, and accompanied by proof of purchase.

3. Returns are subject to a restocking charge of 30% unless agreed otherwise in writing.

4. Goods sold loose, split packs, or individual items from a pallet are non-returnable.

5. Certain bagged products may be non-returnable due to shelf life and exposure to weather.

20) Force majeure

We are not liable for failure or delay in performing delivery obligations due to events beyond our reasonable control, including extreme weather, strikes, road closures, accidents, vehicle breakdown, supplier disruption, or government restrictions.

21) Governing law

These Delivery Terms are governed by the laws of England & Wales, and the courts of England & Wales have exclusive jurisdiction.