1. Delivery
1.1 Deliveries are made Monday to Friday between 8am and 6pm via an 18-ton lorry (equivalent to the size of a double-decker bus).
1.2 It is the customer s responsibility to ensure that the unit will fit through doorways and that there is adequate road access for delivery. Customers must also inform us of any delivery restrictions, including but not limited to access limitations, stairways, obstacles, and timing constraints, before placing the order. Failure to provide this information may result in a failed delivery and additional charges. We may need to evaluate potential restrictions in advance and may request photos to determine if the carrier can successfully deliver your unit.
1.3 Deliveries are a standard pavement drop. The delivery driver may assist in moving items within the premises at their discretion; however, we are not liable for any damages incurred during this assistance. In scenarios where the unit arrives as a standard pavement drop and the customer does not have the manpower to move the unit into the site, this will also be treated as a failed delivery, and cancellation fees will apply. It is the customer s responsibility to ensure they have adequate resources for accepting delivery. Additional services, such as unpack and position, as well as removal and disposal of items are available for an additional fee, but must be requested at the time of placing the order.
1.4 Customers will receive delivery notifications based on the selected service. For standard deliveries, a booking call will typically be made the day before delivery; however, some may only receive notification up to one hour prior. For next-day deliveries, customers can expect a call up to one hour before delivery, and these calls may come with as little as five minutes’ notice. Customers must remain available on-site between 8am and 6pm and must answer the calls to avoid delays or aborted deliveries, which may incur additional charges.
1.5 Customers may also receive SMS notifications regarding their delivery status. Not all couriers provide calls or notifications; it is the customer’s responsibility to be on site from 8am to 6pm on the scheduled delivery day. Please note that not all couriers provide tracking numbers, as many use direct delivery methods to ensure secure and efficient service. While we will make reasonable efforts to meet the estimated delivery date, it is not guaranteed. In most cases, we are unable to provide specific delivery times, as these are subject to the courier s schedule and operational considerations.
1.6 To help meet estimated delivery dates, orders should be placed before 1pm. Orders placed after this cutoff may not arrive on the estimated delivery date. It is the customer’s responsibility to ensure that their order is submitted before the deadline.
1.7 All delivery dates are estimates and do not constitute a contractual agreement. We are not liable for any compensation for delayed deliveries due to events beyond our control, including traffic delays and unforeseen circumstances. We are also not liable for any consequential loss or damage resulting from late delivery.
1.8 Please note that charges may apply for cancellations related to missed deadlines or delivery delays caused by circumstances beyond our control.
1.9 Failed deliveries may incur abortive delivery charges in several situations. Charges may apply if no one is present on-site to receive the goods during an attempted delivery, or if the customer is on-site but unable to move the unit inside premises due to its size or a lack of assistance. This applies to situations where a customer orders a standard pavement drop but does not have the ability to relocate the unit indoors. Customers must ensure that the unit will fit in the designated area and that there are no delivery restrictions preventing the courier from accessing the site. Additionally, failed deliveries may occur due to incorrect address details provided by the buyer, road or vehicle restrictions, or if entrances to the site are blocked or inaccessible during delivery. Buyers must consider these factors and inform us of any restrictions before placing their order to avoid incurring additional charges.
1.10 Customers are encouraged to provide clear and accurate delivery instructions at the time of placing their order. Inadequate or unclear information may lead to delivery delays, unsuccessful deliveries, and potential additional charges.
2. Additional Services
2.1 Unpack and Positioning: Items will be delivered to the room of choice, with packaging removed. Any stairs or steps must be discussed in advance. Unpack and positioning services are not considered installations; customers are responsible for verifying product dimensions and site requirements beforehand.
2.2 Disposals: Old units booked for disposal must be comparable in size and weight, must be empty, clean, and dry, and refrigeration items must be fully defrosted. They should be placed outside, ready for collection. Disposal charges can only be removed from an invoice until 4pm the day before the scheduled delivery.
2.3 Saturday Delivery: A Saturday delivery option is available for an additional fee that includes the standard overnight charge plus a premium surcharge.
2.4 AM/PM Delivery: Customers have the option to select a morning or afternoon delivery time slot for an additional fee, depending on the carrier and the specifics of the delivery type.
2.5 Next Day Delivery: Some items may be eligible for free next-day delivery. Select items may be upgraded for a fee. Orders must be placed by 1pm to qualify for next-day delivery.
2.6 Additional services must be purchased at the time of placing the order. If the customer does not include these services at that time, they may miss out on the service. Should the customer decide to cancel later due to this reason, cancellation fees may apply. Similarly, if a customer places an order with the expectation of receiving additional services at no extra charge and then chooses to cancel, fees may apply.
3. Location
3.1 We offer delivery services across the United Kingdom, including the Scottish Highlands and Northern Ireland, as well as the Republic of Ireland.
3.2 While most items qualify for free delivery, some products may incur surcharges when shipped to the Scottish Highlands and the Republic of Ireland.
3.3 Not all products are eligible for delivery to Northern Ireland or the Republic of Ireland. Please contact customer service to confirm eligibility and surcharge details.
3.4 We do not deliver to offshore islands (e.g., Channel Islands, Isle of Man, Isle of Wight). Customers in these areas may arrange for freight services at their own expense.
4. Collection
4.1 Item collection is available between 8am and 6pm at various locations throughout the UK. Contact us in advance to verify item location, as inventory is stored at multiple sites.
4.2 Payment must be made in advance to simplify the collection process. Following payment confirmation, customers will receive the item’s collection address and a pickup window.
4.3 On the collection day, customers must present their collection code. Failure to do so may result in an inability to collect the items.
4.4 Same-day collection is not available for all orders. Typically, collections can be arranged for the next working day following the order placement. It is the customer s responsibility to contact us before placing an order to confirm eligibility for same-day collection.
4.5 If a cancellation occurs after ordering with the expectation of same-day collection, cancellation fees may apply.
5. Payment
5.1 All payments must be completed electronically prior to dispatch or collection. For security reasons, we do not accept cash or card payments at the time of delivery or collection.
5.2 Customers interested in installment arrangements must make these directly with a designated third-party provider, governed by the provider’s terms.
5.3 Timely payments are essential for meeting delivery expectations. Delays in payment may lead to missed delivery dates, and we shall not be held liable for any delays or issues that arise from late payments.
6. Damages / Missing Items
6.1 It is the customers responsibility to inspect items upon delivery. Damages should be noted at delivery to avoid complications in claims.
6.2 Claims for missing or damaged items must be reported at the point of delivery and documented on the delivery note. Failure to do so may invalidate warranty claims.
6.3 Signed delivery notes that do not specify damage and remain unchecked by the customer will not be covered or accepted if a claim is made post delivery.
6.4 If the above steps are not followed in the event of damage, compensation will not be provided, and applicable fees may apply.
7. Returns
7.1 Returned goods must be unused, in their original packaging, and include all accompanying documentation. Used items cannot be returned under any circumstances.
7.2 Goods authorised for return may incur restocking fees and delivery charges based on the reason for the return, as detailed below:
Change of mind: If the customer decides they no longer want or need, then this will be considered a change of mind and restocking and return shipping costs may apply.
Dissatisfied with product: If a customer is dissatisfied with a product, restocking and return shipping costs may apply. Customers are encouraged to conduct comprehensive research and their own due diligence before placing an order.
Incorrect item ordered: It is the customer s responsibility to ensure they order the correct product. If an incorrect item is ordered, the customer may be responsible for return shipping costs and may incur a restocking fee.
Damaged or defective Items: If reported promptly and documented on the delivery note, return shipping costs will typically be covered. However, failure to report and document may result in the customer being responsible for restocking and return shipping costs, with no compensation provided.
Ordered by mistake: Any returns resulting from orders placed in error will be the responsibility of the buyer, including any restocking and return shipping costs.
Doesn’t fit: If a product does not fit in the intended space, restocking and return shipping costs may be incurred. Customers are responsible for accurately measuring the area and ensuring proper access to the building before making a purchase.
Late delivery: If a return is due to late delivery, a restocking fee will apply, and the customer will be responsible for return shipping costs. Delivery dates are estimates and may be subject to delays, which do not constitute a contractual obligation. No compensation will be provided for late delivery.
7.3 We evaluate each return request on a case-by-case basis for flexibility. If you have questions about a return not covered in this policy, please contact customer service.
7.4 Returns that have not been authorised will not be accepted. Customers are responsible for thoroughly researching products before purchase to avoid issues.
8. Cancellations
8.1 Customers cancelling goods in transit are responsible for abortive delivery charges.
8.2 If the customer cancels after the items have left the warehouse but before they have been unpacked, a restocking fee of up to 25% of the invoice value may apply.
8.3 If the customer cancels after the items have left the warehouse and have been unpacked, a restocking fee of up to 50% of the invoice value may apply.
8.4 In an event of a cancellation, customers are liable for all costs related to the redelivery of returned goods and any associated restocking fees.
8.5 Cancellation fees will be waived if an item is unexpectedly out of stock, and a full refund will be issued promptly.
9. Warranty
9.1 All integral products come with a minimum 12 months parts warranty, covering defects in electromechanical parts.
9.2 Certain items may include a labour warranty, which will be clearly specified where applicable. Labour warranty options can also be purchased upon request. Please note that these additional warranties must be bought at the time of your order, as they may not be available after the order is processed. If a customer wishes to cancel an order for this reason, standard cancellation fees may apply. Similarly, if a customer places an order expecting to receive additional warranty at no extra cost and later decides to cancel, they may incur cancellation fees.
9.3 Unless confirmed as damaged within 24 hours of initial delivery, all cosmetic items and fabricated items are specifically not covered by the warranty.
9.4 Exceptions to the warranty include cosmetic items, consumable parts, and any unauthorised use of non-approved parts.
9.5 Warranty does not cover stock loss due to unit failure or claims for consequential losses.
9.6 The serial number of the unit in question must be provided to implement the warranty.
9.7 We reserve the right to collect faulty parts for assessment, if applicable.
9.8 The warranty is not transferable.
10. Graded Items
10.1 Graded items are heavily discounted units that have been ex-display or returned by customers for various reasons, including damage, electrical faults or unsuitability.
10.2 Each graded unit undergoes rigorous testing for damages, faults, or safety concerns, and necessary repairs are made to ensure perfect working order before resale.
10.3 All units are cleaned and inspected to ensure all components, such as manuals and keys, are included. Additional tests are conducted for safety and functionality.
10.4 If a unit has sustained damage (e.g., scratches or dents), it will be discounted based on the severity, categorised as follows:
Grade A: Good condition, as if the unit was brand new
Grade B: Light scratching / small dents etc.
Grade C/GRX: Good condition, previously used
Grade D/GRX: Light scratching / small dents, previously used
Grade E: Big dents / scratches, noticeable issues
10.5 All graded units include a 12-month parts warranty.
10.6 Graded items are subject to our return policy. We strive for accurate descriptions of our graded products and can provide photos upon request. If a buyer is dissatisfied, standard restocking and redelivery fees may apply.
By making a purchase, you agree to the terms and conditions outlined in this document.
