Order Cancellation Policy

1. Scope

This policy applies to orders placed with Thermal Economics Limited (“we”, “us” or “our”) by customers purchasing in the course of their business. It forms part of our terms of sale where provided to the customer before the contract is agreed.

Any specific cancellation terms expressly agreed in writing for an order take precedence over this policy.

2. Requesting cancellation

To request cancellation of all or part of an order, please contact us as soon as possible, quoting:

Your company name and order reference.
The products and quantities you wish to cancel.
Your contact details.

Cancellation of an accepted order requires our written agreement. Submitting a request does not itself cancel the order. We will confirm whether cancellation is possible and explain any applicable charges.

3. Standard products

Where an order for standard stock products has not been processed and we have incurred no costs or commitments, we will accept cancellation without charge.

If processing, procurement, packing or transport arrangements have begun, cancellation may be subject to the reasonable, unavoidable costs directly resulting from cancellation.

4. Manufactured and specially ordered products

Cancellations of manufactured materials will not be accepted within 48 hours of the scheduled delivery date and time.

For manufactured-to-order materials, cancellation requests must be received at least 72 hours before the scheduled delivery date and time. Requests received with less than 72 hours’ notice will not be accepted. This stricter notice requirement applies to all manufactured-to-order materials.

These notice periods are measured in calendar hours. Giving the required notice does not guarantee acceptance: all cancellations remain subject to our written agreement.

Products manufactured, cut, customised or procured specifically for your order may involve commitments that cannot be reversed. Where cancellation is accepted after work or procurement has begun, we may charge for work completed, materials committed and other reasonable, unavoidable costs arising from cancellation, up to the full price of the cancelled goods where those costs justify that amount.

We will take reasonable steps to reduce these costs and account for any savings, supplier refunds or recovery through resale. We will not recover the same loss twice.

These restrictions do not affect the rights and remedies preserved under section 8.

5. Dispatched or delivered goods

If goods have already been dispatched then cancellation may no longer be possible. Any return must be agreed with us in writing before goods are sent back.

For agreed business returns, we will confirm the return address, condition requirements, transport arrangements and any applicable charges in advance. Unless otherwise agreed, the customer is responsible for return transport costs and the goods until we receive them.

Refusing delivery does not itself cancel an order or remove payment obligations.

6. Deposits and refunds

Payments already received will be applied against any agreed cancellation charges. We will provide a breakdown of those charges on request.

Any remaining balance will be refunded within 14 calendar days of written agreement of the cancellation and charges, or receipt and inspection of an agreed return, as applicable. Any outstanding amount remains payable under the agreed payment terms.

7. Order changes

Requests to change quantities, specifications or delivery dates are subject to written agreement. Changes may affect pricing and lead times. A reduction in quantity may be treated as a partial cancellation under this policy.

8. Faulty goods and contractual rights

This policy concerns cancellation by the customer for convenience. It does not limit any rights or remedies relating to faulty, damaged or incorrectly supplied goods, our breach of contract, or rights that cannot lawfully be excluded.

9. Contact

For cancellation requests, please contact:
Thermal Economics Limited – 01582 450814 (Option 1 – Sales)
Or email the original contact person at Thermal Economics who processed your order.