Shipping Policy

Website page: https://lighthouseinfra.com/shipping-policy/ Consolidated review version | 19 October 2026

1. Scope and who delivers This policy applies to physical products ordered through Lighthouse. The seller identified in your accepted quotation supplies the goods unless your agreement expressly identifies Lighthouse as the seller. Delivery may be performed by that seller or its identified logistics provider. Lighthouse remains responsible for its own services and commitments and can assist in routing delivery complaints. Professional appointments, subscriptions and digital services are not shipments. Installation, measurement, site supervision and procurement management are included only when expressly agreed in writing.

2. Delivery availability Delivery depends on the product, quantity, seller, delivery postcode, vehicle access and site conditions. A catalogue listing does not establish stock or delivery coverage. Obtain confirmation for your address before committing to an order. We do not promise nationwide or international delivery merely because the website is accessible from another location. Any cross-border supply requires separate confirmation of delivery territory, customs, importer responsibilities, duties and applicable local requirements.

3. Information disclosed before acceptance Your quotation should identify the seller; product and variant; quantity and units; delivery address; stock or production conditions; dispatch and estimated arrival timing; transport, insurance, unloading and installation charges; and any site-access requirements. Check whether charges include taxes, tolls, special handling, crane or lifting equipment, floor delivery and return transport. No undisclosed mandatory charge should be introduced after acceptance without a lawful basis and your agreement.

4. Dispatch and delivery estimates Unless expressly agreed as guaranteed, dates are estimates based on the information available at quotation. Lead time may start after a disclosed payment, measurement, drawing approval or production-release condition is met. Custom and made-to-order products may require additional production time. The seller should communicate a material delay, its reason, revised estimate and available options. A delay does not automatically entitle the seller to keep payment indefinitely. Cancellation, replacement or refund rights depend on the circumstances, accepted commitments and applicable law.

5. Address and site readiness Provide a complete address, postcode, reachable delivery contact and any required access instructions. Tell the seller about narrow roads, restricted vehicle hours, stairs, unavailable lifts, loading restrictions or other relevant conditions before confirmation. Arrange safe access and an authorised recipient. Do not direct delivery staff to undertake unsafe lifting or installation outside the agreed scope. A request to change the address or timing after dispatch may affect costs and availability; any additional charge must be explained and agreed where required.

6. Split deliveries and multiple sellers Items supplied by different sellers may arrive separately. Confirm the quantity and charges for each shipment. Partial delivery is not full fulfilment; record what remains outstanding. Do not acknowledge undelivered items as received. If a delivery document includes the entire order, annotate the actual quantities received and promptly report discrepancies through the seller and Lighthouse support.

7. Receipt and inspection Check the number of packages, accessible product identifiers, visible damage and quantities when practical. Photograph damage, wrong labels or shortages and note them on delivery documentation where possible. Retain the invoice, packaging and batch information relevant to the issue. A delivery signature records receipt; it is not an automatic waiver of hidden-defect or other mandatory rights. An unboxing video can help establish facts but is not an absolute condition for every valid claim.

8. Damage, wrong goods and missing items Notify the seller and contact@lighthouseinfra.com promptly with the order reference, affected items, delivery date, photographs and requested remedy. Identify whether the problem concerns a whole shipment or particular line items. Where safe and practical, avoid installation or further use of disputed goods until instructions are agreed. Necessary inspection, return, replacement and associated costs must be allocated according to responsibility and applicable rights. Do not accept a blanket refusal solely because packaging was opened to inspect the goods.

9. Failed delivery and redelivery If delivery fails, the seller or carrier should record the reason and contact you to arrange the next step. Charges for storage, redelivery or return transport must be justified, disclosed and consistent with the agreed terms and applicable law. You should not be charged for a seller’s dispatch error or carrier failure merely because a delivery attempt was recorded. If your absence or undisclosed access restriction caused the failure, reasonable agreed charges may apply after the facts are assessed.

10. Collection, unloading and installation Showroom collection, kerbside delivery, unloading, movement into the building and installation are different services. Confirm which are included. Collection by a representative requires appropriate authority and a record of the goods collected. Qualified installation may be required for safety or warranty purposes. Delivery staff are not assumed to be installers. Agree removal of old products, packaging disposal, consumables and testing separately where relevant.

11. Loss, delays and exceptional events Where a shipment is lost or cannot be delivered, the responsible seller should investigate and explain available fulfilment or refund options. Buyers should not be left to resolve the seller’s carrier arrangements alone. Severe weather, access restrictions or other events may affect performance, but do not automatically remove refund rights or excuse every obligation. Risk and title follow valid agreed terms and mandatory law; this policy does not transfer all transit risk to the buyer at dispatch.

12. Related policies and help Returns, replacements and refunds are addressed at https://lighthouseinfra.com/refund-and-returns-policy/. For assistance use https://lighthouseinfra.com/support/ or email contact@lighthouseinfra.com. Unresolved complaints may be escalated at https://lighthouseinfra.com/dispute-resolution/. Accepted transaction terms and mandatory rights apply. Changes to this policy do not retrospectively rewrite an accepted order.