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Delivery Policy

Delivery charges

Orders over £100 excluding VAT qualify for FREE next working day delivery anywhere on the UK mainland.

Orders under £100 excluding VAT are subject to a flat delivery charge of £9.95 to the UK mainland.

For a premium carrier service, please add the following prices to one of the above options (Please bear in mind that some remote postcodes in Scotland, East Wales and Cornwall may not be applicable for pre-9am deliveries, call our sales team to check on 01329 226501)

* Next working day, before noon - add £9.95

* Next working day, between 7am and 9am - add £29.95

* Saturday delivery, before noon - add £29.95

We can ship anywhere in the world (for a price!) so please contact us if you need something delivered off the mainland, and together we can work out the best way to ship it to you.

We ship every weekday (excluding bank holidays) at about 5pm on a next day carrier service. If your order is simple, we can probably pick and pack it in 30 minutes, but if it is a long list, or requires careful packaging to avoid damage, please order as early in the day as you can.

Whilst we do our best to get orders to customers as quickly as possible, we won’t accept liability for delays on projects caused by late or erroneous shipments, or damage or delays caused by our transport subcontractors. We strongly recommend to customers that they allow a few days of time between ordering and starting the job to avoid such problems.

We aren’t some faceless, automated corporate machine, so if you have a special requirement, please contact us via the contact us page and talk to the person who’s actually going to pack and despatch your order.

Collection

If you live in the South East and would prefer to collect your order, Choose the "click and collect" option from the delivery options duing the check out process and someone will contact you to arrange the closest branch to yourself where you can pick up your order - locate your nearest branch using our branch-finder 

 

Returns policy

Whilst we hope that all of our customers receive the correct goods in perfect condition, we appreciate that sometimes things go wrong. Even carefully packaged items can get damaged in transit, or perhaps your customer has cancelled a job after you ordered from us. This policy sets out the various circumstances under which we will accept returns, and details exactly what charges will be refunded.

PLEASE KEEP OUR PACKAGING TO HAND IF YOU THINK YOU MIGHT WISH TO RETURN AN ITEM

If you simply change your mind.

So long as you tell us within 7 days of receiving the goods, and return the item(s) in perfect and re-saleable condition, and absolutely complete (Including all manufacturers packaging, instructions, fittings, templates, jigs etc) we will refund you the full purchase cost.

If an item is incorrect or damaged when you receive it.

We use high quality packaging materials to protect goods in transit, and pick orders with great care, but no system is perfect. Please open and check the contents for accuracy and missing or damaged items as soon as possible and notify us of any problems within 7 days of receipt. We regret that we are not able to process claims for damaged items more than 7 days after the date of delivery.

If the packing appears damaged, it’s a great help if you are able to photograph the package before opening it. Once you have notified us of the damaged item, we will discuss what best suits your requirements:

  • To send a replacement and arrange uplift of the damaged item
  • To arrange simple collection and credit of the damaged item
  • If the damage is only cosmetic, and only affects a part of the product (eg decorative trim) we may arrange to send such spares or touch-up material as is required to make the product as new.

If an item is faulty.

In the event of a product fault, please contact us to ascertain the correct procedure. In some cases, the manufacturer may need to visit the product on site. This particularly applies to Gas, Oil, LPG and electric boilers, water heaters and other appliances, and may also apply to other high value items. Please do not return items without talking to us first.

When returning an item, for whatever reason.

We will issue you with a returns number. Please mark this very clearly on the goods before despatching them. If there is more than one box, please mark all of them. We have a large and very busy warehouse, and it is not easy to keep track of unidentified incoming parcels, and this may delay processing your credit.

We will pay for two attempts for our carrier to collect during normal business hours, which we will organise with you. If the goods are not available for collection when the carrier arrives after two attempts then arranging and paying for return becomes your responsibility. We regret that we are not able to arrange for collection at weekends.

If the original order included a carriage charge, we will refund that basic charge. We will not refund any premium carrier service charges – eg Saturday delivery charges, pre-9:00 am charges etc.

Exceptions

When writing a policy like this, it is not possible to anticipate every circumstance which real life may throw up. If for some reason this policy seems unreasonable in the light of your specific circumstances, please talk to us, and we will do our best to help.

We are a trade only supplier, and all transactions are on a business to business basis.

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Our prices are not available to the general public. Genuine trade customers can create an account to see pricing and place orders Click here to create an account.