1. Contacting us
To request a return or report a problem, email customerservice@liftech.uk.com or call 01772 683 888.
Provide your order number or proof of purchase, product details and, for damage or faults, photographs where possible. We will first look to fix any issues you may have by troubleshooting and providing replacement parts which is included in your 12 month parts warranty,, we would then provide return instructions and the appropriate address if necessary. Please contact us before transporting heavy equipment so safe receipt can be arranged.
2. Consumer cancellation rights
Consumers purchasing online normally have 14 days after receiving goods to notify us of cancellation, followed by another 14 days to return them.
You may reasonably inspect the goods. We may deduct for reduced value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. No automatic restocking fee applies to statutory cancellations.
Genuinely bespoke or personalised goods may be excluded from change-of-mind cancellation rights. Faulty-goods rights remain unaffected.
3. Other change-of-mind returns
Outside statutory rights, we may accept returns requested within 28 days of delivery, subject to written agreement.
Goods must normally be unused, uninstalled, complete, undamaged and suitably packaged. You pay return transport and any reasonable restocking charge disclosed and agreed before returning the goods. Original delivery charges are not refundable under this discretionary arrangement.
We do not normally accept discretionary change-of-mind returns after 28 days. Business customers have no automatic change-of-mind return right.
4. Delivery damage and return transport
Inspect deliveries where reasonably possible, record visible damage and contact us promptly—preferably within 48 hours. This is a reporting request, not a deadline that removes statutory rights. Signing for delivery does not waive those rights.
Do not install or use equipment that appears unsafe.
For consumer change-of-mind returns, you pay direct return costs only where properly disclosed before purchase. For goods requiring freight transport, we will provide the cost or a reasonable estimate before purchase; otherwise, we bear that cost where legally required.
We cover reasonable return or collection costs for faulty, damaged or incorrectly supplied goods where we are legally responsible.
5. Twelve-month parts warranty
Equipment carries a 12-month parts warranty from delivery, unless otherwise stated before purchase. It covers parts defective in materials or manufacture during normal, correct use.
We will repair or replace covered defective parts. The commercial warranty excludes labour, installation, call-outs and business downtime unless agreed otherwise or legally required.
It does not cover normal wear or faults caused by misuse, overloading, incorrect installation, inadequate maintenance or alterations. An exclusion applies only where it caused or contributed to the fault.
Contact us before returning parts or arranging chargeable repairs. For accepted claims, we cover reasonable required part-return costs and standard replacement-part delivery to the original delivery address.
6. Refunds and statutory rights
Refunds are normally made to the original payment method.
For statutory cancellations, refunds are due within 14 days of cancellation, but—unless we collect—we may wait until receiving the goods or evidence of return, whichever comes first. We refund standard outbound delivery for a cancelled whole order, excluding any premium delivery upgrade.
Agreed discretionary returns are refunded within 14 days of receipt and inspection, less agreed charges.
Consumers normally have a 30-day right to reject qualifying faulty goods, with repair, replacement or other remedies available afterwards under applicable law. These rights may extend beyond our warranty.
Nothing here limits statutory rights or reduces more favourable terms agreed for an earlier order.