Cancellations and returns
Cancellation, deposit, return and delivery-claim information for business orders.
Business purchases
These cancellation and returns terms apply only where the buyer is acting wholly or mainly for purposes relating to their trade, business, craft or profession. They do not apply to consumer purchases.
This page summarises the cancellation, deposit and return provisions in our Conditions of Sale and Supply dated 22 September 2026. The Order Acknowledgement takes priority, followed by the Quotation and then the Conditions.
Nothing on this page limits or excludes any right or liability that cannot lawfully be limited or excluded.
Cancelling an accepted order
An accepted order may not be cancelled without Carter’s written agreement.
If Carter agrees to cancellation, the buyer must pay a reasonable cancellation charge covering work completed, non-cancellable supplier commitments, transport or storage costs, and loss directly resulting from cancellation. Costs reasonably avoided and any net resale proceeds are deducted.
Bespoke, imported, specially ordered or modified goods may not be cancellable once manufacture, purchase or modification has been committed.
Deposits and cancellation charges
Deposits are non-refundable only to the extent reasonably required to cover committed costs, work completed and losses caused by cancellation.
The cancellation charge is assessed against the order and the costs and losses involved; there is no fixed cancellation percentage stated in these Conditions.
Delivery inspection and damage
Inspect goods promptly on delivery. Note visible damage, shortages or incorrect delivery on the carrier’s documentation and report them to Carter in writing within two Business Days.
A Business Day is a day other than Saturday, Sunday or a public holiday in England when banks in London are open for business.
Report other defects or non-conformity promptly after discovery, with reasonable details, photographs and access for inspection.
Failure to report within those periods does not exclude a claim that could not reasonably have been discovered earlier. Notify Carter within a reasonable time after discovery and take reasonable steps to prevent further damage.
Returning goods and resolving a claim
Do not return goods without Carter’s written authorisation.
If a claim is valid, Carter may repair or replace the affected goods, repeat the affected services, or refund an appropriate part of the price, subject to rights and liabilities that cannot lawfully be excluded.
Contact Carter first so the return address, transport and handling arrangements can be confirmed. Do not send machinery or parts to the registered office without written instructions.
How to contact Carter
Email your order or quotation reference, machine or part details, serial number where relevant, and the reason for the cancellation or return. For damage or a fault, include photographs and a description of the problem.
For cancellation or return approval, obtain confirmation by email or formal written document. A telephone call, text or social-media message alone is not written authorisation.