Refunds & Deposits Policy

Payment terms are stated in your Quotation (clause 16.1).

Depending on the Unit and the Order, Adacon may require payment in full when the Order is accepted, 50% when the Order is accepted and 50% before delivery, or another payment schedule set out in the Quotation (clause 16.2).

There is no fixed standard deposit percentage. The amount payable is always confirmed in writing in the Quotation before you pay.

Production and delivery dates are not reserved until the required payment has cleared (clause 16.3).

Where terms are 50% / 50%, the balance becomes due when we notify you in writing that the Unit is complete, substantially complete and ready for delivery, or has reached the agreed payment stage, and must be received in cleared funds within 7 calendar days unless the Quotation says otherwise (clauses 16.4 and 16.5).

Deposits and stage payments may be applied toward design, administration, materials, procurement, labour, manufacturing capacity and other costs incurred in reliance on your Order (clause 16.9).

Payment cannot be delayed because your site, foundations, approvals or utility connections are not ready, or because minor snagging remains (clause 16.6). This does not require a Consumer to pay for goods that materially fail to conform to the Contract (clause 16.7).

Most Adacon Units are manufactured, converted or adapted specifically to order and are treated as Bespoke Units (clauses 40.1 and 40.2).

A Unit is bespoke where it is made to approved drawings, altered in size or layout, fitted with selected doors, windows or partitions, wired or plumbed to your requirements, painted or finished in a selected colour, fitted with selected kitchens, toilets, showers or equipment, branded or wrapped, or otherwise personalised.

Where the law permits, a Consumer has no change-of-mind cancellation right for goods made to their specification or clearly personalised (clause 40.3).

A Bespoke Unit cannot be cancelled or returned merely because you change your mind, no longer need it, your circumstances change, finance is unavailable, planning permission is refused, the site is not ready, access is unsuitable, utility connections are incomplete, or the wrong size, layout, colour or finish was selected (clause 40.4).

Adacon may, at its discretion, allow cancellation before substantial design, procurement or production has begun (clause 40.6).

Any refund following an agreed cancellation may be reduced by reasonable legally recoverable losses, including design work, surveys, order administration, materials and components, supplier cancellation costs and completed work (clause 40.7).

None of the above affects statutory rights where a Unit is faulty, misdescribed or otherwise fails to conform to the Contract (clause 40.5).

Orders placed by Business Customers are firm and binding (clause 39.1).

A Business Customer has no right to cancel or return a Unit because it changes its mind, the project does not proceed, finance is unavailable, planning is refused, its own customer withdraws, its site is unsuitable, delivery is difficult, or the wrong size or specification was selected (clause 39.2).

Bespoke Units supplied to Business Customers are non-cancellable and non-returnable (clause 39.3). Stock Units supplied to Business Customers are also non-returnable unless Adacon expressly agrees otherwise in writing (clause 39.4).

Any cancellation or return agreed at Adacon's discretion may be conditional on payment of design and administration, materials, labour and manufacture, supplier cancellation charges, transport and lifting, storage, restoration costs, reduction in value and other reasonable losses (clauses 39.5 and 39.6).

The Business Customer is responsible for return transport and risk unless Adacon agrees otherwise (clause 39.7).

A Consumer who buys a Stock Unit at Adacon's premises has no automatic right to return it merely because they change their mind (clause 41.1).

Adacon may voluntarily accept a return on terms agreed in writing, which may require the Unit to be unused and unaltered, returned within an agreed period, returned at the Customer's cost, inspected, and subject to deductions for costs or reduction in value (clauses 41.2 and 41.3).

Statutory rights for faulty or misdescribed goods are unaffected (clause 41.4).

This right applies only where you are a Consumer, the contract was concluded online, by telephone or away from our premises, the Unit is a genuine unaltered Stock Unit, and no statutory exception applies (clause 42.1).

Where it applies, you may cancel within 14 days beginning on the day after you or your nominee receives the Unit (clause 42.2).

You must clearly notify us of your decision to cancel before the cancellation period expires, identifying the Customer, the Order, the Unit, the delivery date and proposed return arrangements (clauses 42.3 and 42.4).

Refusing delivery or failing to attend does not necessarily amount to valid cancellation (clause 42.5).

This right does not apply to Bespoke Units.

Where a Consumer validly cancels a qualifying Stock Unit because of a change of mind, the Consumer is responsible for arranging and paying the direct cost of returning it (clause 43.1).

Units cannot be returned by ordinary post and may require specialist haulage, a low loader, HIAB equipment, a mobile crane, permits, traffic management and specialist insurance, so return transport may be expensive (clauses 43.2 and 43.3).

Adacon is not required to collect a change-of-mind return. If we agree to arrange return transport, the quoted cost must be paid before collection (clauses 43.4 and 43.5).

You remain responsible for the Unit until it is returned to us or handed to a carrier appointed by us, and it must be safely disconnected, empty, accessible, properly protected and suitable for safe transport (clauses 43.6 and 43.7).

This does not make a Consumer responsible for return costs where the law requires Adacon to bear them because the Unit is faulty or non-conforming (clause 43.8).

Where a Consumer validly cancels a qualifying distance-sold Stock Unit, we will refund any outward delivery amount required by law (clause 44.1).

We are not required to refund delivery costs above the cost of the least expensive standard delivery option offered (clause 44.2).

Separately performed services may remain chargeable to the extent permitted by law, including HIAB attendance, cranage, offloading, positioning, Installation, waiting time, permits and traffic management (clause 44.4).

Charges caused by inaccurate access information, an unsuitable site, Customer absence or aborted delivery remain payable where legally permitted (clause 44.5).

You may inspect a Stock Unit only to the extent reasonably necessary to establish its nature, characteristics and functioning. Reasonable inspection does not normally include occupation, commercial or storage use, connecting utilities, fixing to foundations, drilling, cutting or welding, painting or wrapping, or installing equipment (clauses 45.1 and 45.2).

Use must stop once cancellation notice is given, and the Unit must be returned empty, clean, safely disconnected, with all keys, remotes and accessories, and in substantially its delivered condition (clauses 45.3 and 45.4).

We may deduct from a lawful change-of-mind refund an amount reflecting any reduction in value caused by handling or use beyond reasonable inspection, including damage, fixings, finish changes, contamination, moisture damage, utility connections, occupation, lifting damage, missing components, unauthorised repairs and return-transport damage (clauses 46.1 and 46.2).

A deduction may include the reasonable cost of inspection, cleaning, repair, replacing missing components, restoration and any remaining loss of resale value. We may photograph the Unit before delivery and after return, and will give a reasonable explanation of any material deduction (clauses 46.3 to 46.5).

Subject to law, we may withhold a change-of-mind refund until the Unit has been returned, or until you provide satisfactory evidence of return, whichever occurs first (clause 47.1).

Proof that a carrier has merely been booked does not prove the Unit has been returned (clause 47.2).

Refunds are ordinarily made using the original payment method, and we may deduct amounts lawfully due before issuing a refund (clauses 47.3 and 47.4).

You must inspect the Unit immediately on delivery. Visible damage or missing items should be recorded on the delivery note, photographed before the driver leaves and reported promptly in writing (clauses 28.1 and 28.2).

Signing "unchecked" does not prove that damage occurred before delivery (clause 28.3).

Business Customers must report visible damage within 24 hours and concealed damage within 48 hours, unless a longer period is stated in the Quotation (clause 28.5). Consumers should report visible damage immediately and concealed damage promptly following discovery; statutory rights are unaffected (clause 28.4).

Packaging must be retained and the affected area left unaltered until we or the carrier have had a reasonable opportunity to inspect (clause 28.6).

Adacon is not responsible for damage occurring during Customer-arranged transport, offloading, movement, storage, connection or Installation (clause 28.7).

Any alleged fault must be reported promptly in writing with the relevant details and photographs (clauses 48.1 and 48.2).

Unless expressly itemised in the accepted Quotation, no Adacon commercial warranty, guarantee, maintenance plan or ongoing breakdown cover is included (clause 33.1).

The absence of a commercial warranty does not remove our obligation to supply the Unit in accordance with the Contract, or a Consumer's statutory rights that cannot lawfully be excluded (clause 33.3).

An optional warranty may be available at additional cost where requested before delivery, accepted by Adacon in writing, separately itemised, paid for in full, and subject to separate written warranty terms (clauses 34.1 and 34.2).

No employee, driver, installer or subcontractor may create or extend a warranty verbally (clause 33.4).

Clearance and ex-order units advertised as sold as seen are supplied without a commercial warranty; statutory rights remain unaffected.

Completed Units remaining with Adacon because of Customer delay may incur storage charges as set out in the Terms.

Costs caused by Customer delay, unsafe site conditions, aborted deliveries or return visits are payable by the Customer where legally permitted (clauses 14.4 and 23.8).

Cancellation notices, damage reports, defect notifications, refund requests and complaints should be sent in writing to sales@adacon.co.uk.

Please include your name, order or quotation number, the Unit, the delivery date, a description of the issue, photographs where relevant, and the outcome you are requesting (clause 65.2).

Nothing in this policy affects your statutory rights.

These terms are governed by our full Terms and Conditions of Sale and Supply, available at /terms-and-conditions. In the event of any conflict, the Terms and Conditions prevail.