Customer Collection Policy (Andover)

When collecting an order from Cladco Profiles Ltd at our Andover site, customers are entering a live operational environment. The site includes the use of heavy machinery, forklift traffic, and high-rise storage areas, all of which present potential hazards. As such, the safety of our customers, staff, and all visitors is our top priority. We kindly ask all customers to read and follow the guidance below to ensure a safe and efficient collection process.

Upon arrival, please turn into site and stop immediately at the barrier and ring the bell, staff will greet you and show you where to park your vehicle. If you wish to visit the showroom or speak with a member of the sales team, please turn right at the gates and park outside the showroom.

Please observe the on-site speed limit of 5mph at all times and remain alert to moving vehicles, pedestrians, and forklifts. If you require assistance with manoeuvring or reversing, our staff can act as banksmen upon request.

Once parked, one of our team will check your order and coordinate its movement to your vehicle. After checking in, please return to your vehicle and remain there until your order is ready. Customers are not permitted to walk unaccompanied around the yard for safety reasons. If you need to make your way to the showroom please alert a member of our team for assistance.

When collecting goods, it is essential that your vehicle is suitable for the type of product you are collecting. Flatbed trucks or trailers of adequate size are required to allow our team to safely forklift your items onto your vehicle bed. We are unable to load products onto vehicle roofs, roof racks, into vans, campervans, animal boxes, or any unsuitable vehicles. In these instances, your items will be placed next to your vehicle, and you will be responsible for loading them yourself.

Please note that our team cannot assist with strapping or securing your goods. You must bring your own appropriate straps and know how to secure your load safely before departing.

If your collection includes metal sheeting or similar products, please be aware these can have extremely sharp edges. We strongly recommend wearing good-quality, cut-resistant safety gloves (EN Standard 388), along with full-length clothing and sturdy footwear to prevent injury while handling. Cutting of any materials on site is not permitted under any circumstances, and we are unable to lend tools or safety equipment.

Under no circumstances should anyone attempt to climb onto the roof of a vehicle during loading. This is extremely dangerous and may result in serious injury. During periods of high wind, the loading of roofing sheets may be temporarily suspended to avoid risk to both staff and customers. Our team will advise you on any such delays should weather conditions affect your visit.

If you are collecting on behalf of an employer, a relevant risk assessment must be provided as part of your company’s duty of care. Please remain in your vehicle until called forward to load, and be mindful of other customers collecting in the area.

Finally, please note that any abusive, aggressive, or inappropriate behaviour towards our staff will not be tolerated.

Thank you for your cooperation and understanding. These measures are in place to help ensure a safe and smooth collection experience for all. If you have any questions prior to your visit, please don’t hesitate to contact our Sales Team.