FAQ

DO YOU OFFER NEXT DAY DELIVERY?

Yes! Lots of items are available on an express service. Make sure you contact us before 10:00 am if it’s time critical.

HOW MUCH DOES IT COST TO DELIVER?

This varies depending on the manufacturer, weight, size and location. This is automatically calculated when you add items to the shopping cart.

DO YOU OFFER FREE DELIVERY IF I SPEND OVER A CERTAIN AMOUNT?

Not as standard as we keep our delivery charges separate. Only trade account holders are eligible for free delivery over £75 excluding VAT. On occasions, we may be able to offer free delivery if your order value is larger than £500 excluding vat and delivery is to the United Kingdom

CAN I COLLECT FROM YOU?

Yes. You can collect certain items from our Depot by appointment only.

DO YOU DELIVER ON WEEKENDS?

Not as standard. Our deliveries are made on working days. But if you do need an urgent Saturday delivery we can accommodate on occasion. This will incur a premium charge if possible.

WHAT IF MY DELIVERY IS LATE?

We are aware that due to current issues across the UK logistics and courier network, on rare occasions deliveries can take longer than normal which is, unfortunately, impacting customers across the UK.

We always aim to deliver on the delivery date we provide and ship goods within the lead times advertised at the time of purchase on our website. These are subject to change due to availability. We cannot accept responsibility for any delays that are outside of our control, provided we deliver the goods within a reasonable period. If we can’t deliver your items within this reasonable period, you have the right to cancel your order for a full refund, including any delivery charges. Some exemptions apply to bespoke or made to order goods.

We cannot accept liability for any personal damages resulting from delays of the goods, including compensation. We strongly advise all customers to not schedule their purchase to allow sufficient time for the goods to arrive.

CAN I RETURN A PRODUCT?

If you’d like to return a product, please contact our customer services team either by telephone on 01274 736319, by using our contact form, or via email at [email protected].

WILL YOU PAY THE DELIVERY COSTS IF I RETURN A PRODUCT?

We will pay the costs of return if a) the products are faulty or misdescribed, or b) we have told you of an upcoming change to the product, a delay in delivery due to events outside of our control, an error in pricing or description, or because you have a legal right to do so as a result of something we’ve done wrong. In all other cases, you must pay the costs of return.
If we are refunding you for delivery costs of your returned item, we will refund you the amount that it would cost using the least expensive delivery method we offer, regardless of the delivery method you use.
If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.

WHEN WILL YOU REFUND ME FOR MY RETURNED PRODUCT?

We will refund you for your returns by the method you use for payment within 14 days of the day we receive the product, or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.

We may make deductions from the total refund.

HOW DO I MAKE A COMPLAINT

If you wish to make a complaint, please use our contact form.

DO YOU OFFER EXCHANGES?

If you have changed your mind, or if the items have been mistakenly purchased, you have 14 days in which to notify us from the date of delivery. We do not offer exchanges. You will need to return the item initially purchased at your cost and then order gain via the website.

DO I HAVE TO REGISTER?

No, you do not have to register but if you do we will keep you up to date with any developments to the site & any special offers.

I’VE ALREADY REGISTERED; DO I HAVE TO LOG IN TO ORDER?

No, you do not have to log in to order – you can complete the checkout process as a guest.

I’VE FORGOTTEN MY PASSWORD, CAN I RESET IT?

Yes, if you have forgotten your account password then please click here to request a reset.

DO YOU OFFER A TRADE OR CREDIT ACCOUNT?

Yes, if you have forgotten your account password then please click here to request a reset.

CAN YOU SEND ME A PRO FORMA INVOICE?

If you want to pay by BACS, we can send you an invoice before you pay. Otherwise, just order online and in seconds you will be emailed a copy of your order confirmation.

CAN I PAY BY BANK TRANSFER?

Yes, you can, please contact us so we can provide you with our bank details.

CAN I PRINT OFF DATA SHEETS AND INSTALLATION GUIDES? 

Yes, most of our info is supplied in PDF, including COSHH, Technical Data Sheets and Product Brochures – there for you to download & print, free of charge at your will.