Shipping policy

Shipping and Delivery Policy

Last updated: [28/06/2026]

This Shipping and Delivery Policy explains how orders placed through the Jack’s Hydrogen online store are processed and delivered.

It should be read alongside our Terms and Conditions and our Returns, Cancellations and Refunds Policy.

1. About us

This website is operated by:

Jacks Hydrogen Ltd
Trading as Jack’s Hydrogen

Company number: 17250701
Registered in: England and Wales

Registered office:
82a James Carter Road
Bury St Edmunds
United Kingdom
IP28 7DE

Email: sales@jackshydrogen.co.uk
Telephone: 01527 352189

Our registered office is provided for statutory and company correspondence only. It is not a warehouse, collection point or returns address.

2. Delivery locations

We deliver to addresses made available through our online checkout.

Delivery availability may depend on:

  • the customer’s postcode;

  • the product ordered;

  • the courier’s service area;

  • product weight and dimensions;

  • insurance restrictions; and

  • any applicable legal or transport restrictions.

If delivery is not available to your address, the checkout may prevent the order from being completed or we will contact you before accepting the order.

International delivery is offered only where an international delivery option is expressly shown at checkout.

3. Delivery charges

Any applicable delivery charge will be displayed during checkout before you submit your order.

Delivery charges may vary according to:

  • delivery location;

  • product size and weight;

  • service selected;

  • insurance requirements;

  • timed or premium delivery options; and

  • whether specialist handling is required.

You will not be charged an additional delivery fee after placing your order unless:

  • you request a different service;

  • you provide an incorrect or incomplete address;

  • an additional delivery attempt is reasonably required because nobody was available to accept the goods; or

  • another change is agreed with you.

Any additional charge will be explained before it is applied.

4. Order processing

Orders are processed only after payment has been authorised and any required security checks have been completed.

The estimated dispatch and delivery timeframe applicable to your order will be shown on the product page, at checkout, in your order confirmation or otherwise agreed with you.

Working days are Monday to Friday, excluding bank and public holidays in England.

Orders placed outside normal working hours will normally begin processing on the next working day.

Placing an order does not guarantee immediate dispatch. A contract is formed in accordance with our Terms and Conditions when we confirm acceptance or dispatch.

5. High-value order verification

Our products are high-value electrical goods. We may therefore carry out reasonable fraud-prevention and identity checks before dispatch.

We may contact you to verify:

  • your name;

  • billing address;

  • delivery address;

  • telephone number;

  • payment authorisation;

  • identity;

  • intended recipient; or

  • other information reasonably required to protect you and us against fraud.

Dispatch may be delayed while these checks are completed.

We may decline or cancel an order where:

  • payment cannot be verified;

  • the customer cannot reasonably be contacted;

  • the delivery address appears inconsistent or high risk;

  • we reasonably suspect fraud or unauthorised use of a payment method; or

  • requested verification is not completed.

If an order is cancelled for this reason after payment has been taken, the payment will be refunded.

6. Delivery addresses

You are responsible for providing a complete and accurate delivery address.

Please check your address carefully before submitting your order.

We may be unable to amend the delivery address once an order has entered processing or has been dispatched.

Requests to change a delivery address may require additional identity and payment verification. For security reasons, we may refuse to redirect a high-value order to an unverified address.

We do not normally deliver high-value machines to:

  • PO boxes;

  • parcel lockers;

  • freight-forwarding addresses;

  • hotels or temporary accommodation;

  • unattended communal areas; or

  • addresses that cannot reasonably be verified.

Any exception must be agreed by us in writing before dispatch.

7. Delivery method

Products will normally be sent using a tracked delivery service appropriate to their value, size and weight.

Where reasonably available, delivery may include:

  • end-to-end tracking;

  • insurance or carrier liability cover;

  • signature confirmation;

  • photographic or electronic proof of delivery;

  • delivery notifications; and

  • identity or age verification.

The courier and service used may vary depending on the order and destination.

Tracking information will be provided where available.

8. Signature and attendance requirements

An adult must be available at the delivery address to receive and sign for high-value products.

Please ensure that someone will be present during the notified delivery window.

Unless expressly agreed by us, our machines must not be:

  • left in a safe place;

  • left outside a building;

  • left in a porch, garage or shed;

  • delivered to a neighbour;

  • left in a communal hallway;

  • redirected to a parcel locker; or

  • handed to an unauthorised person.

Please do not instruct the courier independently to leave a high-value order unattended.

We may decline any request for unattended or safe-place delivery.

9. Delivery times

We will take reasonable steps to deliver your order within the timeframe stated before purchase or otherwise agreed with you.

Unless a different period has been agreed, consumer orders will be delivered without undue delay and normally no later than 30 days after the contract is formed.

Delivery estimates are not guaranteed unless we have expressly described the service as guaranteed.

Delivery may be affected by circumstances such as:

  • courier disruption;

  • severe weather;

  • public holidays;

  • address verification;

  • security checks;

  • customs processing;

  • stock availability;

  • transport restrictions;

  • industrial action;

  • public emergencies; or

  • other events outside our reasonable control.

If we become aware of a significant delay, we will contact you using the details supplied with your order.

Nothing in this policy limits your statutory rights where delivery is late or does not occur within an agreed or legally required period.

10. Pre-order and special-order products

Where a product is described as a pre-order, special-order or product awaiting stock, the estimated availability or delivery period will be stated on the product page or communicated before we accept the order.

Any stated date is an estimate unless expressly confirmed as guaranteed.

If a significant delay occurs, we will contact you and explain the available options, which may include:

  • accepting a revised delivery date; or

  • cancelling the affected order for a refund.

11. Split deliveries

Where an order contains more than one product, we may dispatch the items separately.

You will not be charged an additional delivery fee solely because we choose to split the delivery, unless a separate arrangement has been agreed with you.

Where items are sent separately, you may receive more than one tracking number or delivery notification.

12. Risk during delivery

For consumer purchases, the goods remain at our risk until they come into the physical possession of:

  • you; or

  • a person identified by you and accepted as authorised to receive them.

Our responsibility is not automatically discharged merely because a courier tracking system records an item as delivered.

Where you independently appoint a carrier that was not offered or arranged by us, responsibility may pass when the goods are handed to that carrier, to the extent permitted by law.

13. Missed delivery attempts

Where nobody is available to accept the delivery, the courier may:

  • attempt delivery again;

  • hold the product at a secure depot;

  • ask you to arrange redelivery; or

  • return the product to us.

You must follow the courier’s reasonable instructions and arrange collection or redelivery within the period stated by the courier.

If a delivery is returned to us because:

  • nobody was available to accept it;

  • the customer failed to arrange redelivery or collection;

  • an incorrect or incomplete address was supplied;

  • access to the property was not reasonably possible; or

  • the customer refused delivery without exercising a legal cancellation right,

we may charge reasonable and evidenced costs for redelivery or return transport where permitted by law.

Any statutory right to cancel remains unaffected.

14. Refused deliveries

Refusing delivery does not automatically cancel an order.

If you wish to exercise your right to cancel, you should clearly notify us by emailing:

sales@jackshydrogen.co.uk

If you refuse delivery because the package appears damaged, please contact us promptly and provide any available photographs or courier documentation.

15. Lost deliveries

If tracking information indicates that your order has not arrived within the expected period, contact us at:

sales@jackshydrogen.co.uk

Please provide:

  • your full name;

  • order number;

  • delivery address; and

  • any relevant courier notification.

Your contract is with Jacks Hydrogen Ltd. We will investigate the delivery with the courier and, where appropriate, arrange a replacement or refund.

You are not required to resolve a lost-delivery claim directly with the courier, although we may ask you to provide reasonable information or complete a declaration to assist our investigation.

16. Products shown as delivered but not received

If tracking shows that a product has been delivered but you have not received it, contact us as soon as reasonably possible.

Before contacting us, please check:

  • whether another member of the household accepted it;

  • whether reception, concierge or building staff accepted it;

  • the delivery address shown in your confirmation;

  • any courier photograph or delivery notification; and

  • whether an authorised recipient accepted the delivery.

We may investigate:

  • signature records;

  • delivery photographs;

  • GPS or scan information;

  • driver records;

  • courier communications; and

  • any information supplied by the customer.

We will not reject a legitimate claim merely because the courier has marked the parcel as delivered.

17. Damage during delivery

Please inspect the packaging and product promptly after delivery.

If the product or packaging appears damaged, contact us as soon as reasonably possible.

Providing notice within 48 hours, where practical, helps us investigate the matter with the courier. However, failure to report within 48 hours does not automatically remove your statutory rights.

Please retain:

  • the outer box;

  • all internal packaging;

  • the shipping label;

  • the product;

  • all accessories; and

  • any delivery documentation.

Please send clear photographs of:

  • the outside of the box;

  • the shipping label;

  • the internal protective packaging;

  • the damaged area;

  • the full product; and

  • the product serial number.

Do not operate a visibly damaged product unless we confirm that it is safe to do so.

Where damage occurred before or during delivery, we will provide an appropriate remedy in accordance with your statutory rights.

18. Incorrect or incomplete deliveries

If you receive:

  • the wrong model;

  • an incorrect accessory;

  • an incomplete order; or

  • a product that does not match your order confirmation,

please contact us promptly.

Do not use or dispose of an incorrectly supplied product unless we authorise you to do so.

Where we have made an error, we will arrange the appropriate correction and cover reasonable return or redelivery costs.

19. International deliveries

International delivery is available only where offered at checkout or agreed by us in writing.

International orders may be subject to:

  • import VAT;

  • customs duties;

  • customs-clearance fees;

  • local taxes;

  • brokerage charges; and

  • additional carrier fees.

Unless expressly stated otherwise at checkout, these charges are the customer’s responsibility and are not included in the product or delivery price.

Customs processes may delay delivery. We are not responsible for customs delays outside our reasonable control, but we remain responsible for fulfilling our contractual obligations.

Customers are responsible for ensuring that the product can lawfully be imported and used in the destination country.

If an international order is refused, abandoned or returned because import charges were not paid or local requirements were not met, we may deduct reasonable direct costs from any refund where permitted by law.

20. Cancelling an order

You may ask to cancel an order before dispatch by contacting:

sales@jackshydrogen.co.uk

We will make reasonable efforts to stop the order.

If the product has already been dispatched, you may need to receive or return it in accordance with our Returns, Cancellations and Refunds Policy.

Eligible consumers purchasing online generally have the right to tell us that they wish to cancel within 14 days after receiving the goods, followed by a further 14 days in which to return them.

Full details are contained in our Returns, Cancellations and Refunds Policy.

21. Returns address

Authorised returns must be sent to:

Jacks Hydrogen Returns & Inspections
30 Perryfields Crescent
Bromsgrove
B61 8SS

Please contact us before sending any return so that we can record the return and provide appropriate instructions.

Do not send returned products to our registered office.

The registered office at 82a James Carter Road, Bury St Edmunds, IP28 7DE is not a returns, inspection or warehouse address.

22. Events outside our reasonable control

We are not responsible for delay caused by circumstances outside our reasonable control.

Where such an event occurs, we will:

  • contact you where reasonably possible;

  • take reasonable steps to minimise the delay; and

  • provide updated information when available.

If the delay becomes substantial, you may have the right to cancel the order and receive a refund.

Nothing in this section removes any mandatory consumer right.

23. Contact us

For questions about shipping or delivery, contact:

Jacks Hydrogen Ltd
Trading as Jack’s Hydrogen

Email: sales@jackshydrogen.co.uk
Telephone: 01527 352189

Registered office:
82a James Carter Road
Bury St Edmunds
United Kingdom
IP28 7DE

Company number: 17250701
Registered in: England and Wales

Returns address:
Jacks Hydrogen Returns & Inspections
30 Perryfields Crescent
Bromsgrove
B61 8SS

The registered office is not a returns address.