Last updated: 27 September 2026

At Remanx Ltd, we offer several ways to get your unit to our workshop and back to you. This policy explains how our courier collection service, customer-arranged inbound shipping and return delivery work, including packaging requirements, carrier cover and responsibility for loss or damage in transit.

Please read this policy before sending or booking collection of a unit. By using a Remanx-arranged collection or delivery service, you agree to the applicable shipping terms below.

1. Shipping routes

There are three main shipping routes:

• Customer-arranged inbound delivery: you choose and arrange your own courier or postal service to send a unit to Remanx.
• Remanx-arranged collection: we arrange a courier to collect a securely packed unit from the address you provide.
• Return delivery from Remanx: after repair, testing or supply of a replacement/exchange unit, Remanx arranges delivery back to you using the return service selected for the order.

Inbound collection and return delivery are separate services unless an individual product or order expressly states otherwise.

2. Packaging responsibility

For any unit being sent to Remanx, whether using your own courier or a Remanx-arranged collection, you are responsible for ensuring the unit is suitably packaged for transport through a courier network.

Packaging should include:

• A strong, rigid outer box appropriate for the weight and size of the unit.
• Sufficient cushioning around every side of the unit to prevent movement inside the box.
• Protection around plugs, pins, connectors, housings and other vulnerable areas.
• Individual protection and separation where more than one unit is packed in the same parcel.
• Securely sealed outer packaging using suitable packing tape.
• Your Remanx order number, repair request, packing slip or another clear reference inside the parcel.

Hydraulic or fluid-containing components must be drained as far as reasonably possible and sealed inside suitable protective packaging before being placed in the outer box.

Damage caused wholly or partly by inadequate, unsuitable or insufficient packaging may not be covered by the carrier and Remanx will not be responsible for damage to the extent that it was caused or materially contributed to by the customer's inadequate packaging. This does not exclude responsibility for damage caused by Remanx where responsibility cannot lawfully be excluded.

Where a parcel arrives with apparent packaging or transit damage, Remanx may photograph the parcel and unit and retain the packaging where reasonably necessary to investigate the cause or support a carrier claim.

3. Customer-arranged delivery to Remanx

You may arrange your own courier or postal service to send a unit to Remanx.

Where you independently select and contract with the carrier:

• You are responsible for selecting a suitable service and level of transit cover.
• We strongly recommend using a tracked service.
• You should arrange cover appropriate to the replacement value of the unit.
• You are responsible for making any loss or damage claim against your chosen carrier.
• Remanx can provide reasonable confirmation of receipt or non-receipt to assist with a claim.

Remanx is not responsible for a parcel that is lost or damaged before it has been delivered to and accepted by Remanx where the shipping service was independently arranged by the customer, except to the extent required by applicable law.

A tracking status showing that a parcel is near our premises, at a local depot or otherwise in the carrier network does not constitute delivery to Remanx.

4. Remanx courier collection service

Where available, Remanx can arrange collection of a securely packed unit from a UK address.

The collection service covers the inbound journey to Remanx only. Return delivery after the repair or service is charged and arranged separately unless expressly included with the product purchased.

Collection booking and dates

• Collections are normally available Monday to Friday, excluding applicable public holidays and unavailable dates.
• Same-day collection is not available.
• The date selected when booking is a preferred collection date and is not guaranteed until the booking has been processed.
• Collection bookings are processed manually during Remanx business hours.
• Requests made after 17:30 are processed on the next working day.
• Requests placed during a weekend or public holiday are processed on the next working day.
• Carrier delays, capacity, weather, access restrictions and other circumstances outside our reasonable control may affect the collection date.

The pickup address entered during checkout must be the actual address from which the parcel is to be collected. Please ensure all collection details are accurate.

Collection attempts

One scheduled doorstep collection is included with the collection booking.

If the parcel was correctly packed and ready at the correct address but the courier failed to attend or otherwise failed to collect, Remanx will arrange one further doorstep collection at no additional charge.

If collection is unsuccessful because:

• the parcel was not ready;
• nobody was available to hand the parcel to the courier;
• the courier could not obtain access;
• the address or collection information supplied was incorrect; or
• the parcel was not suitable for collection,

a further doorstep collection may be chargeable.

After two unsuccessful doorstep collection attempts for the same booking, no further free doorstep collections will normally be arranged. Where available, Remanx can provide a courier drop-off label as the final included postage option. After that option has been provided, arranging delivery of the unit to Remanx becomes the customer's responsibility.

Collection carrier cover

Unless Remanx expressly confirms otherwise, the standard Remanx collection service includes carrier cover of up to £50.

This £50 figure is the maximum standard carrier cover attached to the collection service. It is not replacement-value insurance, it is not an agreed valuation of your unit and it does not mean that £50 will automatically be paid in every claim.

Any carrier claim may depend on:

• the circumstances of the loss or damage;
• the carrier's applicable terms and exclusions;
• evidence of the condition and value of the item;
• evidence of adequate packaging; and
• acceptance of the claim by the carrier.

If several units are packed inside one collected parcel, the carrier-cover limit applies to the parcel as a whole unless Remanx has expressly confirmed otherwise. It does not automatically apply separately to every item inside that parcel.

If the replacement value of your unit exceeds the standard collection cover, we strongly recommend arranging your own suitably insured delivery service or contacting Remanx before sending the unit to discuss the available options.

The carrier-cover figure above describes the cover attached to the courier service. It does not exclude or restrict any liability Remanx may have which cannot lawfully be excluded or restricted.

High-value, rare or difficult-to-replace units

Customers are responsible for considering the replacement value, rarity and availability of a unit before choosing a delivery or collection service.

Where a customer knows or reasonably believes that a unit is unusually valuable, rare, obsolete, difficult to replace or worth materially more than the standard carrier compensation applicable to the selected service, the customer should notify Remanx before dispatch or before a collection is booked.

Where available, the customer may select or request enhanced transit cover. If adequate enhanced cover is not available through Remanx's carrier service, the customer should consider arranging their own suitably insured carrier.

Carrier compensation limits describe the cover provided by the relevant shipping service and do not by themselves determine any separate legal liability Remanx may have.

5. Return delivery from Remanx

Return delivery is normally charged separately from the repair and from any inbound collection service unless the individual product, quotation or order specifically states that return delivery is included.

Where available, Remanx offers:

• Standard return delivery for routine shipments; and
• Enhanced-cover return delivery for customers who require a higher level of carrier cover.

Current delivery charges and available services are shown when ordering or will be confirmed before dispatch. Prices and carrier services may change from time to time.

Return parcels are normally sent using a tracked next-working-day courier service where available. A next-day service means the carrier service selected for the parcel; it does not guarantee delivery on a particular day where the carrier experiences delays or circumstances outside Remanx's reasonable control.

Return carrier cover

The level of carrier cover applicable to a return shipment is the level attached to the return service selected or otherwise confirmed by Remanx for that shipment.

If the replacement value of the unit is greater than the cover provided by the selected return service, you should select an available enhanced-cover service or contact Remanx before dispatch so that an appropriate shipping option can be discussed.

Do not assume that a standard tracked or next-day service provides cover equal to the replacement value of the unit.

Goods supplied by Remanx

Where Remanx sells and dispatches a replacement, exchange or other product to a consumer using a carrier arranged by Remanx, responsibility for the goods will be determined in accordance with applicable consumer law, including the rules governing when risk passes to the customer.

Nothing in this policy reduces the statutory rights applicable to goods supplied by Remanx.

6. Customer-arranged collection from Remanx

You may arrange your own courier to collect a completed unit from Remanx where this has been agreed in advance.

If you independently appoint a carrier that was not arranged by Remanx, you are responsible for selecting the carrier and appropriate transit cover. Once the parcel has been correctly handed over to your nominated carrier, responsibility for the subsequent transit and any carrier claim will normally sit with you and your carrier, subject to your statutory rights and any liability that cannot lawfully be excluded.

Customer collection in person may also be available by prior arrangement.

7. Returns, warranty claims and exchange/core returns

The shipping responsibility and cost for a return depends on the reason for the return.

Change-of-mind or voluntary returns

Where a customer chooses to return an item and Remanx is not legally responsible for the return cost, the customer is normally responsible for arranging and paying for suitable return shipping unless Remanx has agreed otherwise.

Faulty goods and statutory remedies

Where consumer law requires Remanx to bear reasonable or necessary return, repair, replacement or postage costs, those statutory rights will apply and are not overridden by this policy.

Warranty claims

Warranty returns must be packaged securely and handled in accordance with the applicable Remanx Warranty Policy. Shipping responsibility may depend on the circumstances of the claim and does not affect any statutory rights you may have.

Exchange and core returns

If an exchange or replacement unit requires your original/core unit to be returned, the inbound shipping rules in this policy apply to that return.

If Remanx provides a collection or shipping label for the core return, the applicable Remanx collection or carrier-cover terms apply. If you arrange the return independently, you are responsible for choosing the carrier and suitable cover.

Any requirement to return an original/core unit within a specified period, including any effect on warranty eligibility, is governed by the applicable product, exchange and Warranty terms.

8. Loss or damage in transit

If you arranged the carrier

If a parcel is lost or damaged while using a carrier independently arranged by you, the claim should be made directly with that carrier. Remanx will provide reasonable supporting information where available.

If Remanx arranged the carrier

If a parcel collected or dispatched using a Remanx-arranged carrier appears to have been lost or damaged, please contact Remanx as soon as reasonably possible.

For damaged parcels:

• retain the outer box and all internal packaging;
• take clear photographs of the parcel before disposing of any packaging;
• take photographs showing the damage to the unit and packaging; and
• provide the relevant order, repair or collection reference.

Where appropriate, Remanx will investigate the shipment and submit a claim to the carrier.

Carrier compensation is subject to the carrier service, applicable cover, exclusions and acceptance of the claim. A carrier-cover limit is a maximum available level of carrier compensation and is not an automatic payment or automatic valuation of the item.

Any separate legal responsibility of Remanx will be determined in accordance with the contract and applicable law.

Vehicle downtime and consequential costs

A delay, loss or damage occurring during carriage does not automatically make Remanx responsible for separate expenditure or consequential losses such as vehicle downtime, vehicle hire, alternative transport, recovery, garage labour, diagnosis, coding, storage, lost earnings, business interruption or the cost of purchasing another component.

Any separate liability for such costs will be determined according to who arranged the carrier, the cause of the loss, the applicable contract and the law.

Customers must take reasonable steps to minimise avoidable loss and expense.

9. Delivery delays

Collection and delivery dates provided by Remanx or the carrier are estimates unless expressly confirmed as guaranteed.

Remanx is not responsible for delays caused by events outside our reasonable control, including carrier disruption, severe weather, road closures, industrial action, incorrect address information or other network disruption, except where applicable law provides otherwise.

If a shipment appears to be materially delayed, please contact us so that we can investigate it with the carrier.

10. Shipping and collection charges

Collection and shipping charges are normally non-refundable once the courier booking has been made, the shipment has been dispatched or a shipping label has been issued.

If a courier collection fails through no fault of the customer and the parcel was correctly ready for collection, the rebooking provisions described above apply.

This does not affect any statutory right to a refund or reimbursement where applicable.

11. Restricted or unsuitable items

Customers must not send anything that cannot lawfully or safely be carried by the selected courier service.

Unless expressly agreed with Remanx and permitted by the carrier, do not send:

• leaking components or containers containing free liquid;
• fuel-contaminated items;
• pressurised containers;
• undeclared dangerous goods;
• pyrotechnic devices or undeclared airbag components; or
• any item prohibited by the applicable carrier.

If you are unsure whether a unit can be shipped safely, please contact Remanx before sending it.

12. Incorrect addresses and undeliverable parcels

Customers are responsible for providing a complete and accurate collection and delivery address.

Additional carrier charges caused by an incorrect address, failed delivery, refusal of delivery, redirection requested by the customer or repeated delivery attempts may be passed on where reasonably incurred.

If a parcel is returned to Remanx as undeliverable, a further shipping charge may be required before it can be dispatched again.

13. Statutory rights

Nothing in this Shipping Policy is intended to exclude, restrict or reduce any rights or remedies that cannot lawfully be excluded or restricted.

For consumers, this includes applicable rights under the Consumer Rights Act 2015 and other applicable consumer legislation.

14. Contact us

If your unit is particularly valuable, unusually large, difficult to package or requires a level of carrier cover above the service normally offered, please speak to us before sending it.

For collection, shipping or transit questions, please contact Remanx.