Deliveries
All Ebay orders placed before 3.00pm will be despatched the same day for free delivery. This excludes Ebay orders on a weekend or bank holiday. Orders are not delivered on a bank holiday or weekend.
Delivery Methods
We offer a variety of delivery methods which are clearly shown on our Ebay listings. Where Items are sent tracked and requiring a signature, the tracking number is uploaded onto the order within Ebay and a separate shipment confirmation email is sent from ekoful@primaind.co.uk confirming the shipping method, courier & tracking details if known. Please note, all correspondence sent from Prima Industries Ltd (seller) will be addressed to the email account shown on the Ebay order.
Leave unattended at own risk
If a buyer asks for the goods to be left safe and they cannot be located following delivery, while we will provide as much information as available from the courier, Prima Industries Ltd and the courier accept no responsibility for the theft. It is the buyer’s responsibility to contact the Police regarding any lost deliveries.
Amend Delivery Address Details
Unfortunately, we are unable to amend the delivery address shown on the order. If you have entered the delivery address incorrectly you must cancel your order before its despatched.
Delivery restrictions:
Some of our items we sell on Ebay do attract delivery restrictions. The restrictions are clearly noted within the product listing. If your order includes flammable goods such as Ekofuel or Hand Sanitiser, please note we are only able to deliver to a residential or business address.
Due to the flammable nature of these goods, we are also unable to ship across water to Scottish Isles, Northern Ireland, Isle Of Weight, Off Shore & Channel Islands. We are also unable to despatch items to a drop off point or safe store location.
In the event you place an order which is despatched to your requested delivery address, which the courier is unable to delivery due to known delivery restrictions, your order will be cancelled minus the cost of the return carriage back to sender.
Failed Delivery attempts:
Once your order is despatched, a consignment number will be sent via email allowing you to track the delivery. If no-one is in for the delivery and depending on the delivery service you have selected, the item may be left with a neighbour, left safe or returned to the depot awaiting further contact from the consignee.
If the item is returned to the consignee's (buyer's) local depot, it will be held for 2 days before it is returned to sender. You must contact the courier with your tracking number within the 2 days to arrange a suitable time for re-delivery or collection. The redelivery will be carried out in line with the same service selected at the time of order. No changes to the delivery address or type of delivery method are permitted.
Prima Industries Ltd or our courier cannot accept responsibility for any goods lost or stolen once delivery has been made which also includes those signed for by your neighbour.
Return to Sender
If the package is returned to sender following two failed delivery attempts, there will be a charge should you wish to have a third redelivery. Alternatively, a refund will be issued minus the cost of the return carriage back to sender.
Damaged Deliveries
In the event your item is delivered damaged, you must make a note of the damage on the (POD) Proof of Delivery, at the time of signing and receiving the goods. Failure to report the damage on the POD will invalidate any claim. Please contact customerservies@primaind.co.uk on the day of delivery to advice of the damage including photographic images. On receipt of your email we will endeavour to respond within 24hrs of our normal hours of business which are, 9am – 5pm Monday to Friday excluding Bank holidays and weekends.
Incorrect Goods Delivered
In the event the goods you receive are incorrect or there is an incorrect quantity to that of your order, you must make a note of the error on the (POD) Proof of Delivery, at the time of signing and receiving the goods. Failure to report the incorrect quantity on the POD will invalidate any claim. Please contact customerservices@primaind.co.uk on the day of delivery to advise of the discrepancy, including photographic images. On receipt of your email we will endeavour to respond within 24hrs during business hours (9am – 5 pm, Monday – Friday, excluding bank holidays and weekends).
Late Deliveries
In the event your item has not arrived, please refer to the couriers tracking page for the latest delivery status. If delivery is not received within 3 days of your expected delivery date, please contact the courier.
Lost or Missing Items
Following your email to customerservices@primaind.co.uk advising your item has not been received within 3 days of your expected delivery date, we will contact the courier to request a detailed search for the item(s). Full depot searches can take up to 3 days to complete. Following the completion of a full depot search, if your item is deemed lost or missing by our courier, we will refund the full value of the item. The refund will be processed using the same method of payment on order and can take up to 3 days to appear on your statement.
Disputed deliveries
In the event you wish to dispute the information on the couriers POD, please forward the details of your dispute in writing to customerservices@primaind.co.uk within 48hrs of your anticipated delivery date. On receipt of your email we will endeavour to respond within 24hrs during business hours (9am – 5 pm, Monday – Friday, excluding bank holidays and weekends).
Cancelling orders
You have the right to cancel your order up to 7 days from receiving it. if you want to do this before the item has been despatched, you must send an Ebay message advising you wish to cancel. If the item has been despatched and you have not received delivery, then you can refuse the item by the courier on delivery which will automatically return the item back to sender. Once the item is received back with the sender, we will issue a refund minus the cost of return carriage. If your item has been successfully delivered and still wish to cancel the order, you must arrange for the cost of return carriage again, once the item is received a full refund will be issues. Please note, we can only refund for item which are returned within their original packaging which includes the outer cardboard packaging with LQ labelling. The individual items being returned must be in an undamaged, unopened and unused state.
Returns Policy.
You can return your item within 30 days following receipt. We can only accept items being returned which are in their original packaging, unopened, unused and not damaged. It’s the buyer’s responsibility to arrange for the cost of return carriage. An Ebay returns label can’t be created for the return of Ekofuel or Hand Sanitiser due to the flammable nature of the product. When returning these types of orders, it’s the buyer’s responsibility to correctly declare the goods as liquid and flammable.
Refunds
Once a refund is approved it is processed within 24hrs and the money is return via the same method of payment. Please allow up to 5 – 7 days for your bank to show details of the refund. If you have not received your refund within 8 days of Prima Industries Ltd approving the refund, please contact us via email customerservices@primaind.co.uk
