Higher Jump Logistics

End Consumer Policy 2024

Logistics involves the efficient management and
coordination of the movement of goods.

Higher Jump Logistics End Consumer Policy 2026

Higher Jump Logistics is committed to providing a professional, reliable, and safe delivery service. These End Consumer Policies explain how deliveries, collections, customer responsibilities, complaints, damages, returns, and additional services are managed. By accepting a delivery booking or delivery slot, customers acknowledge and agree to the policies outlined within this document.

1. DELIVERY AND COLLECTION SCHEDULE IN UK AREAS BY POSTCODE

Delivery Information

1.1 Order Processing Orders are scheduled within 2 working days (48 hours) of arriving at our warehouse and entering our delivery network. 1.2 Delivery Zones & Timeframes
Zone Coverage Area Expected Delivery Time
Zone 1 Mainland UK Within 5 working days
Zone 2 Wales, South West & Northern Regions Within 14 working days
Zone 3 AB, DD, KY, FK Within 14 working days
Zone 4 IV, PH, PA, KW Within 20 working days
Zone 5 HS, ZE, BT, Republic of Ireland, Isle of Man & Channel Islands Delivery arranged upon confirmation
Deliveries to Zone 5 locations are completed through pallet networks or approved third-party couriers. Customers will be contacted directly to arrange a suitable delivery date. Delivery timeframes may vary depending on location and carrier availability. 1.3 Delivery Slot Notifications
  • Delivery slots are normally issued one working day prior to delivery.
  • Notifications are sent via SMS/Text Message and Email.
  • Customers are responsible for ensuring their contact details are accurate and up to date.
1.4 Availability During Delivery
  • Please ensure someone is available during the agreed delivery window.
  • Suitable access to the property must be provided.
  • Customers should remain reachable by telephone on the day of delivery.
  • Failure to be available may result in a failed delivery and additional charges.
1.5 Rescheduling & Cancellations
  • Requests to amend or cancel a delivery must be received before 5:00 PM on the day the delivery slot notification is issued.
  • Late amendments or cancellations may result in failed delivery charges in accordance with supplier and carrier policies.

2.1 Customer Communication

Customers may communicate with Higher Jump Logistics through the following channels:

  • Telephone
  • SMS / Text Message
  • Email

2.2 Access Requirements

Customers must provide advance notice of any delivery conditions that may affect access, including:

  • Parking restrictions
  • Controlled access locations
  • Business operating hours
  • Stair access requirements
  • Lift availability
  • Any known delivery restrictions

Failure to provide accurate access information may result in delays, additional charges, or failed delivery fees.

2.3 Parking Requirements

Customers are responsible for:

  • Providing parking permits where required
  • Arranging suitable unloading areas
  • Informing our planning team of any parking restrictions prior to delivery

If safe and legal parking cannot be secured at the delivery location, delivery and assembly services may be refused.

2.4 Delivery Team Requirements

Third Floor Deliveries Without Lift Access

A standard two-man delivery team can safely carry goods weighing up to 80kg to a third-floor property where lift access is unavailable.

Items exceeding this weight may require additional personnel, specialist equipment, or alternative delivery arrangements.

2.5 Assembly Services

Unpacking, room-of-choice placement, and assembly services are only available when purchased through the supplier at the time of ordering.

These services cannot always be added or upgraded on the day of delivery.

2.6 Insurance and Liability

Higher Jump Logistics takes all reasonable precautions to protect customer property and goods during delivery.

Customers are encouraged to:

  • Protect flooring where necessary
  • Remove fragile or valuable items from access routes
  • Ensure safe and unobstructed access is available

2.7 Photo and Video Evidence

For quality assurance, compliance, and dispute resolution purposes, our delivery teams may record:

  • Delivery completion photographs
  • Property access condition photographs
  • Damage evidence where applicable
  • Failed delivery attempts

This documentation helps protect both customers and Higher Jump Logistics.

2.8 Zero Tolerance Policy

Higher Jump Logistics is committed to maintaining a safe and professional working environment for both customers and employees.

The following behaviour will not be tolerated:

  • Verbal abuse
  • Threatening behaviour
  • Harassment
  • Aggression
  • Discrimination

Such behaviour may result in:

  • Immediate cancellation of services
  • Refusal of future services
  • Further action where appropriate

2.9 Customer Responsibilities

Customers are responsible for:

  • Being available during delivery
  • Providing accurate delivery information
  • Ensuring clear and safe access
  • Arranging parking where required
  • Protecting flooring and valuable items
  • Communicating any access concerns in advance
3.1 Measure Access Points

Before delivery, customers should ensure that all ordered items can safely pass through:

  • External doorways
  • Hallways and corridors
  • Staircases and landings
  • Lifts and elevators
  • Internal room entrances

It is the customer’s responsibility to ensure that sufficient access is available for the safe delivery of goods.

3.2 Clear Access Routes

Prior to delivery, customers should:

  • Remove any obstacles from access routes
  • Move furniture where necessary
  • Remove rugs, ornaments, and fragile items
  • Create a safe and unobstructed path to the intended room

Failure to provide clear access may result in delays or the inability to complete the delivery.

3.3 Arrange Suitable Parking

Customers must:

  • Arrange parking permits where required
  • Ensure suitable unloading access is available
  • Inform us of any parking restrictions in advance

Where safe and legal parking is unavailable, delivery services may be delayed, rescheduled, or refused.

3.4 Remain Available

To help ensure a successful delivery, customers should:

  • Be present during the agreed delivery slot
  • Keep their telephone switched on and accessible
  • Remain contactable throughout the delivery window

Failure to respond to delivery communications may result in a failed delivery.

3.5 Protect Property

Customers are encouraged to take reasonable precautions to protect their property prior to delivery, including:

  • Covering flooring where necessary
  • Protecting walls, door frames, and corners
  • Removing valuable, fragile, or decorative items from delivery routes

Please note that delivery personnel may wear safety footwear throughout the delivery process in accordance with health and safety requirements.

3.6 Inform Us About Restrictions

To assist with delivery planning, customers should notify us in advance of any access limitations, including:

  • Narrow doorways or access points
  • Multiple flights of stairs
  • Lift size, weight, or usage restrictions
  • Business operating hours
  • Any unusual access concerns that may affect delivery

Providing accurate information helps us allocate the appropriate resources and avoid unnecessary delays.

3.7 Delivery Day Expectations

On the day of delivery, customers should:

  • Ensure access routes remain clear and accessible
  • Provide guidance to the delivery team where necessary
  • Inspect goods upon arrival and before signing acceptance documents
  • Report any concerns, shortages, or visible damage immediately

Any issues identified after delivery may be subject to further investigation and supplier procedures.

4.1 Inspecting Goods

Customers are encouraged to inspect all goods upon delivery wherever reasonably possible.

Please check for:

  • Visible damage
  • Missing items
  • Packaging concerns
  • Incorrect products

Any issues identified at the time of delivery should be reported immediately to the delivery team where possible.

4.2 Damaged Goods

Any damage to goods must be reported within 24 hours of delivery.

Damage reports should include:

  • Photographs of the damaged item(s)
  • Photographs of the packaging
  • Order details and reference numbers
  • A brief description of the issue

Claims submitted outside this reporting period may not be accepted by the retailer, supplier, or insurer.

4.3 Returns

Returns are generally managed directly through the retailer or supplier from whom the goods were purchased.

Customers should:

  • Contact the supplier directly
  • Follow the retailer’s returns procedure
  • Await return authorisation where required

Higher Jump Logistics is not authorised to approve returns, exchanges, or refunds on behalf of retailers or suppliers.

4.4 Refunds

All refund decisions are made solely by:

  • Retailers
  • Suppliers
  • Product sellers

Refund processing times may vary depending on supplier policies, product inspections, and the nature of the claim.

4.5 Complaints Procedure

Complaints relating to any aspect of our service, including:

  • Delivery service
  • Driver conduct
  • Delivery delays
  • Damaged goods
  • Customer communication

should be submitted together with:

  • Order reference number
  • Delivery details
  • Supporting photographs where applicable

All complaints are reviewed fairly and objectively using delivery records, driver reports, customer communications, tracking information, and photographic evidence where available.

4.6 Failed Deliveries

A delivery may be considered unsuccessful or failed if:

  • No person is available during the agreed delivery window
  • Access restrictions prevent the completion of delivery
  • Suitable parking arrangements are unavailable
  • Incorrect or incomplete delivery information has been provided
  • The delivery is refused by the customer

Additional delivery or re-delivery charges may apply in accordance with retailer, supplier, or carrier policies.

4.7 Consumer Rights

Nothing contained within these policies affects or limits your statutory rights under applicable UK consumer protection legislation.

Customers may have legal rights relating to:

  • Faulty goods
  • Damaged goods
  • Incorrect goods supplied
  • Repairs
  • Replacements
  • Refunds

These rights are generally exercised through the retailer, supplier, or seller from whom the goods were purchased.

Contact Us

If you have any questions about the policies in place, please connect with us at below :

E-mail

customerservice@higherjump.co.uk

Telephone

01604 312780

Office Hours

Monday to Friday - 9:00 AM to 5:00 PM

This policy ensures transparency, protects both parties, and upholds the quality of service provided by Higher Jump Logistics. Thank you for your cooperation and understanding.