Delivery and Returns
Delivery of Goods
We will deliver the goods to the address specified for delivery by you in your order.
All delivery times and dates are estimates. We will endeavour to meet the delivery estimates we have stated but shall not be responsible for any failure to deliver goods within these time frames. We will let you know if we cannot deliver goods within 7 days of the date of your order. If we cannot, we will give you the opportunity to either wait for the goods or cancel your order.
Where we become aware that the date for delivery may be delayed, we will notify you as soon as possible and provide you with a revised date. Provided we do this, we will not be liable for any loss you incur, whether financial or otherwise, resulting directly or indirectly from our delay or failure to meet the original delivery date. We strongly recommend that you do not book fitters or tradesmen until the goods have actually been delivered and checked by you.
When a delivery date has been arranged, you must ensure that someone is available at the delivery address to accept the delivery. All deliveries must be received and signed for by a person at the delivery address. As our deliveries are made by a single courier, you will need to ensure that there is at least one person available at the delivery address to assist the driver to offload your goods
We will always try to make one single delivery to you wherever possible to minimise any inconvenience. When an order contains a mix of goods with different delivery lead times, the longest lead time will apply to the whole order. We reserve the right to deliver by way of installments.
If we cannot deliver the goods to the delivery address on the arranged delivery date because either we cannot access your delivery address or no-one is available at the delivery address to accept delivery of the goods, we reserve the right to charge you (at our normal delivery rates) to re-deliver the goods on a different date. If we agree a re-delivery date with you, but we cannot deliver the goods on that date for the reasons set out above, or if we cannot contact you within 7 days of the original delivery date, to agree a re-delivery date with you, we may cancel the contract, in which case we will refund to you the price of the goods, but we will be entitled to retain any delivery charges paid by you in relation to them.
If goods are damaged on delivery you can refuse to accept them. You agreed to open all boxes delivered by the courier, thoroughly check the goods for damage or shortages and notify the driver immediately. If the packaging of the item appears damaged on delivery please note this on the delivery note. If part of an order is damaged on delivery, you can accept the order but make a note on the delivery note of which item(s) are damaged. Notify us within 24 hours and we will arrange collection of the damaged item(s) and delivery of the replacement item(s).
Ownership and Risk of Loss or Damage
The risk of loss or damage to the goods will be your responsibility as from delivery of the goods to the delivery address. We remain the owner of the goods until you have paid for them in full.
You must examine the goods thoroughly when signing for the delivery. When signing for the delivery you accept that the goods have been received in good condition.
Some of the goods we sell to you come with a manufacturer’s guarantee. For details of the applicable terms and conditions, please refer to the manufacturer’s guarantee provided with the goods.
A manufacturer’s guarantee is in addition to your legal rights in relation to goods that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
Refund and Returns Policy
All goods must be checked upon arrival for defects, damage or unsuitability. We will not refund any payment if the goods have been fitted by you or your tradesman prior to you discovering a fault, please check before any work is carried out on your items, commencing work will be considered as acceptance of goods regardless of who commenced the work. All damages or shortages must be expressed to us in writing, within 24 hours. We may also require photographic proof of faults/damages.
You have a right to cancel within 14 days, starting from the day after you have received the goods in question. However, this does not apply to goods made or altered to your specification, i.e. special order or bespoke items. The aforementioned goods are non-refundable, goods must be returned by you the customer at your expense in the condition they were received. Cancellation must be in writing, email preferred. You must take reasonable care of the goods. Refunds will be processed once the goods have been inspected upon their return to check they are received back in the condition they were sent out.
Any work carried out on goods is taken as acceptance of those goods, no claims will be considered under such circumstances unless it is a manufacturing fault which could not be visible before the aforementioned work commenced.
Goods ordered by a customer that we deliver correctly according to the information given by the customer and then returned or refused upon delivery will be subject to an administration and restocking charge of 20% (variable at our discretion).
Our liability shall be limited to the original purchase price of the goods & will not include any incidental costs and/or works and/or charges applied by any 3rd parties. We reserve the right to replace or repair at our option.
Delivery charges will not be refunded where the customer has ordered the goods incorrectly. In such cases if exchange of goods is required we will charge again for delivery at the full rate. Any goods needing to be returned through customers fault will be returned entirely at the customer’s risk, any items damaged during return will not be refunded.
Events outside our control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by an Event Outside Our Control.
An “Event Outside Our Control” means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
If an Event Outside Our Control takes place that affects the performance of our obligations under a contract we will contact you as soon as reasonably possible to notify you, and our obligations under a contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of goods to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.