At Oil Tank Supermarket, we want you to feel confident when ordering from us. If something is wrong with your order, we will always aim to resolve it fairly and as quickly as possible.

This policy applies to products purchased directly from Oil Tank Supermarket. Nothing in this policy affects your statutory rights.

Contacting Us About a Return

Before returning an item, you must contact us to obtain approval and return instructions.

Please provide:

Your name and order number
The product you wish to return
The reason for the return
Photographs or a video where the product is damaged, faulty or incorrect

Please do not send products to our head office or arrange your own freight return without speaking to us first. Oil tanks and other large products may require an approved carrier or collection arrangement.

You can contact us at:

Email: sales@oiltanksupermarket.co.uk
Telephone: 0330 174 8550
Opening hours: Monday to Friday, 8:30am to 5:00pm

Cancelling an Order Before Dispatch

You may request cancellation of a standard stock order before it has been dispatched.

Where an order has not entered dispatch or production, we will normally cancel it and issue a full refund using the original payment method.

If the product has already been dispatched, the cancellation will be handled as a return under the terms below.

Bespoke, custom-made, modified or specially manufactured products may not be cancellable once manufacturing or modification has begun.

Consumer Cancellation Rights

If you are purchasing as a consumer online or by telephone, you normally have the right to cancel your order within 14 days of receiving the goods without giving a reason.

You must notify us of your decision to cancel within this 14-day period. After notifying us, you normally have a further 14 days to return the goods.

The product should be returned with all components, instructions and accessories. You may inspect the product as you would reasonably be able to inspect it in a shop, but you may be responsible for any reduction in value caused by unnecessary handling, installation, assembly, use or damage.

Unless the product is faulty, damaged or incorrect:

You are responsible for the cost of returning the product
Large products may require a specialist carrier or collection service
Any agreed collection cost may be deducted from your refund
We do not apply a blanket restocking fee when you exercise your statutory cancellation right within the initial 14-day period

We will also refund the standard delivery charge paid when the order was placed. Additional charges for premium, timed, express or upgraded delivery services are not refundable beyond the cost of our standard delivery option.

Extended 30-Day Returns

In addition to your statutory cancellation rights, we allow eligible unwanted products to be returned within 30 days of delivery.

For returns requested after the initial 14-day statutory cancellation period but within 30 days of delivery:

The product must be unused and unassembled
The product must not have been installed, connected or filled with fuel, oil, water or any other liquid
The product must be in its original packaging
All parts, fittings, manuals and accessories must be included
You must contact us before arranging the return
Return shipping or collection costs are the customer’s responsibility
A 10% restocking fee will apply
Original delivery charges are not refundable unless required by law

We reserve the right to refuse an extended return or reduce the refund where these conditions have not been met.

Faulty or Damaged Products

Please inspect your product as soon as reasonably possible after delivery.

If an item arrives damaged or develops a fault, contact us immediately with:

Your order number
A description of the problem
Photographs or a video showing the damage or fault
Photographs of the packaging where delivery damage is suspected

If you are a consumer and the product was faulty, damaged, not fit for purpose or not of satisfactory quality when supplied, you may have the right to reject it for a full refund within 30 days of delivery.

Alternatively, you may request a repair or replacement.

After the initial 30-day period, we will normally offer a repair or replacement where appropriate. This must be completed within a reasonable time and without causing significant inconvenience. Where a repair or replacement is unavailable, unsuccessful or disproportionate, you may be entitled to a price reduction or refund.

No restocking fee, return delivery charge or collection charge will be applied to a return that we have accepted as faulty, damaged or otherwise in breach of your statutory rights.

Where delivery damage is visible, please record the damage and notify us as soon as possible. Accepting a delivery does not remove your statutory rights.

Incorrect or Misdescribed Products

If we have sent you the wrong product, or the product differs significantly from its description, please notify us as soon as possible and preferably within 30 days of delivery.

Subject to verification, you may choose:

A replacement at no additional cost
A full refund, including applicable delivery charges

We will arrange or cover the reasonable cost of returning an incorrect or materially misdescribed product.

Warranty Claims

Warranty periods are shown on individual product pages or in the manufacturer’s warranty documentation.

To make a warranty claim, please provide:

Proof of purchase
The product name or model
The product serial number, where applicable
Relevant photographs or videos
Details of the installation
Installer information or commissioning records where required by the manufacturer

Some manufacturer warranties require the product to have been installed, commissioned and maintained in accordance with the manufacturer’s instructions and applicable regulations.

Warranty claims are assessed individually and may be handled directly by the manufacturer or by Oil Tank Supermarket on the manufacturer’s behalf.

A manufacturer’s warranty is provided in addition to your statutory rights and does not replace them.

Refunds

Once a refund has been approved, it will be issued using the original payment method.

For consumer cancellation returns, we will normally process the refund within 14 days of receiving the returned product or receiving satisfactory evidence that it has been returned, whichever applies.

For faulty, damaged or incorrect products, the refund will be processed after the claim and return have been verified.

We will notify you when the refund has been issued. Depending on your bank or card provider, it may take up to 14 days for the funds to appear in your account.

Non-Returnable Products

The following products cannot normally be returned as unwanted items:

Bespoke, custom-made, modified or specially manufactured products
Products made to measurements or specifications supplied by the customer
Products that have been installed, assembled, connected or commissioned
Tanks or containers that have been filled with fuel, oil, water, chemicals or any other substance
Products damaged through misuse, incorrect storage or improper installation
Products missing essential components or accessories
Products that cannot safely or reasonably be resold due to their condition

These exclusions do not apply where the product is faulty, damaged, incorrectly supplied or otherwise does not comply with your statutory rights.

Installation and Product Suitability

Customers are responsible for confirming that the product is suitable for its intended location, capacity, access route and installation requirements before ordering.

This includes checking:

Product dimensions
Delivery vehicle access
Base and foundation requirements
Building and environmental regulations
Fire separation requirements
Required fittings and connections
Whether professional installation is required

A return caused by incorrect measurements, insufficient access, unsuitable site conditions or ordering the wrong product will be treated as an unwanted return rather than a faulty-product return.

Business Customers

Statutory consumer cancellation rights do not apply to purchases made wholly or mainly for business purposes.

Returns from business customers require prior written approval and may be subject to:

A 10% restocking fee
Return transport or collection costs
Inspection and repackaging charges
Manufacturer return conditions

Bespoke, modified, specially ordered or custom-manufactured products cannot normally be returned by business customers unless they are faulty or incorrectly supplied.

Return Address and Collections

Because many of our products are large, heavy or require specialist transport, the appropriate return address or collection arrangements will be provided after your return has been approved.

Do not send a product to our office without written authorisation.

Contact Details

Oil Tank Supermarket
Company number: 13698791
25 Cottesbrooke Park
Heartlands
Daventry
Northamptonshire
NN11 8YL