This Delivery and Fulfilment Policy explains how Power-Hub handles dispatch, delivery, lead times, supplier-direct fulfilment, split shipments, delivery issues and related customer support. It applies to orders placed through Power-Hub and should be read alongside the Terms and Conditions, Returns and Refunds Policy and any product-specific delivery information shown before purchase.
Power-Hub may dispatch goods directly or through suppliers, manufacturers, distributors and fulfilment partners. Delivery arrangements may vary by product, warehouse, supplier, courier, product size, stock status and destination.
Delivery Service Commitment: Power-Hub aims to provide clear, reliable and commercially reasonable delivery information. Orders are typically processed within one to two working days unless stated otherwise. In-stock items aim to dispatch within the advertised lead time. Supplier-direct products follow supplier-specific timelines. Tracking is provided where available, and customers are notified of material delays where reasonably possible.
Delivery times shown on product pages, checkout pages, order confirmations or support communications are estimates unless expressly confirmed in writing as guaranteed. Lead times may be affected by stock position, payment checks, supplier availability, courier capacity, product size, product weight, hazardous classification, remote area restrictions, public holidays, weather disruption, customs processing, strikes, operational incidents or events outside reasonable control.
Customers should contact Power-Hub before ordering where delivery timing is critical, particularly for installation appointments, contractor deadlines, site requirements, urgent replacement parts, scheduled maintenance or time-sensitive business procurement.
Order processing normally begins after payment authorisation, fraud checks, account checks or credit account approval have been completed. Orders requiring manual review, supplier confirmation, trade quotation approval, credit approval, high-value review or product compliance checks may take longer to process.
Where an order contains multiple products, Power-Hub may process items separately if they are held in different locations or subject to different lead times. This may result in split dispatches and multiple deliveries.
Power-Hub may use parcel couriers, pallet networks, specialist carriers, manufacturer delivery services, supplier delivery services or direct fulfilment routes. The delivery method will depend on the product type, size, weight, hazard status, location, service availability and commercial suitability.
Heavy, oversized, palletised, fragile, hazardous, battery, electrical or supplier-direct products may require specialist handling and may not be eligible for standard next-day or express delivery services.
Supplier-direct products are dispatched directly from a supplier, manufacturer, distributor or fulfilment partner rather than from Power-Hub’s own stock. Supplier-direct fulfilment can improve product range and availability, but it may also mean that dispatch timings, cut-off times, tracking availability, packaging, courier selection and return procedures differ from standard stocked items.
Where a supplier-direct order is delayed or affected by stock variance, Power-Hub may need to obtain confirmation from the supplier before providing a revised delivery estimate or resolution. Customers should not schedule installation or site attendance until goods have been received and checked.
An order may be split into multiple consignments where products are dispatched from different warehouses, suppliers or fulfilment routes. Split shipments may arrive on different dates and may use different couriers.
Where a customer receives part of an order, this does not automatically mean the remaining items are missing. Customers should check order updates, tracking information and dispatch emails before reporting an issue.
Tracking information will be provided where available. Some supplier-direct, manufacturer-direct, pallet or specialist carrier services may provide limited tracking or manual delivery updates rather than automated tracking links.
Tracking updates are normally supplied by third-party carriers and may not always update in real time. Power-Hub may rely on courier scans, delivery photographs, signatures, GPS records, depot notes, supplier confirmations or fulfilment partner information when investigating delivery matters.
Customers are responsible for providing a complete, accurate and accessible delivery address. Where delivery fails because the address is incorrect, incomplete, inaccessible, refused, unattended, subject to site restrictions or because the customer fails to rearrange or collect the parcel, additional delivery, return, storage or handling charges may apply.
Business customers should ensure that sites, warehouses, depots, offices and project locations are able to accept delivery during the expected delivery window. Pallet, heavy, high-value or specialist deliveries may require appropriate access, unloading arrangements or authorised receiving personnel.
If goods arrive damaged, incomplete or incorrect, the customer should contact Power-Hub as soon as possible and provide order details, photographs, packaging images, courier labels, product images and any relevant delivery notes. For business deliveries, shortages or visible damage should be reported promptly so that courier or supplier investigations can be raised within the applicable timeframe.
Customers should not install, modify, use or dispose of damaged, incorrect or disputed goods unless instructed by Power-Hub. Doing so may affect the available remedy or investigation process.
Delivery charges may vary by product, order value, destination, courier, supplier, size, weight, pallet requirement, remote area, offshore location, hazardous classification, timed service or special handling requirement. Delivery charges are normally shown before order submission where reasonably possible.
Additional charges may apply for failed deliveries, redelivery attempts, address corrections, storage, refused deliveries, return-to-sender costs, remote area surcharges or special delivery services where these costs are caused by customer circumstances or delivery restrictions outside Power-Hub’s control.
For consumer orders, risk in the goods normally passes to the customer on delivery. For business orders, risk may pass when goods are handed to the courier or carrier depending on the agreed delivery terms, account terms or transaction arrangement. Ownership of goods passes only when Power-Hub or the relevant supplier has received full payment in cleared funds.
Where a delivery is delayed, Power-Hub will aim to provide a practical update and, where appropriate, a revised estimate. Depending on the circumstances, resolution may include continued fulfilment, replacement, cancellation, refund, alternative product suggestion or coordination with the supplier.
Power-Hub is not responsible for indirect losses, project delay, installer charges, lost business, labour costs or consequential losses caused by delivery delays, except where liability cannot legally be excluded. Customers should not book tradespeople, installation work or site resources until goods have arrived and been checked.
This Delivery and Fulfilment Policy operates alongside the Power-Hub Terms and Conditions, Returns and Refunds Policy, Payments and Pricing Policy, Trade Account Terms and any supplier, courier or product-specific terms that apply to a particular order.