General Shipping
Generally, orders placed with us will leave our warehouse within one to two business day. Occasionally, due to unforeseen circumstances, an order will take up to three days to ship. If this happens we will be sure to contact you and let you know when your item will ship.
Shipping Charges
* UK First Class Delivery - £3.29 - Standard First Class post, normally delivered within 1-3 working days.
* UK Recorded Delivery (Signed For) - £3.99 - Recorded delivery which requires a signature on delivery.
* UK Special Delivery (Next Day/High Value) - £7.49 - For high value orders for a guaranteed delivery within 1-2 working days.
* UK Courier Service - £10.49 - Next day service (depending on time of order) using a courier. Ideal for postal strikes or where Royal Mail is not the best option.
* Euro Delivery - £5.99 - Delivery anywhere in Europe. Normally delivered within 2-5 working days
* Worldwide Delivery - £7.19 - Delivery outside of Europe. Normally delivered within 3-7 working days.
* International Signed For - £11.69 - Priority service outside of the UK with signature on delivery.
Damages & Exchanges
Your satisfaction is our top priority. We sell only the finest quality products from reputable manufacturers, so we rarely have problems with any of our products. But if your item is damaged or defective in some way, we'll make sure you're taken care of. Most of our products are backed by a manufacturer's warranty. If your item has a defect, please contact the manufacturer as instructed in the paperwork that came with the product. If you need help contacting the manufacturer, feel free to contact us. If your product was damaged during shipping, contact us and we'll help you get the replacement parts you need or arrange for total replacement of the product at no cost to you.
Returns
If you wishes to return an item for a refund then please contact us within 12 days together with your invoice number. If you would like a refund please do the same. Though We do not refund P&P costs. Replacements can also be made within 12 days. We do not normally charge any additional P&P.
1. You decided to cancel your order
If the order hasn't been shipped out yet, we can cancel the order and issue you a refund with no penalty. If you do not cancel the order until after it has already been shipped, your situation will be handled according to situation 5 below.
2. You received the product but the product is not working correctly, is missing parts, or is visibly damaged or deformed
If the item isn't working correctly, and it does not appear to have been damaged during shipping, please see the paperwork that came in the original box for instructions on how to file a warranty claim with the manufacturer. The manufacturer is responsible for any manufacturing defects or deficiencies with its products. (If the item is damaged or defective due to shipping damages, please see situation 3 directly below.)
3. You received an item that appears to have been damaged during shipping
If a package appears to have been damaged during shipping, the item is oftentimes still okay. If the packaging for your item appears to be damaged, be sure to keep all the original packaging until you've determined whether or not a shipping insurance claim needs to be submitted. If any of the original packaging is thrown away, we cannot file a shipping insurance claim. Discarding shipping materials or box contents waves your right to get your product replaced or repaired. Before contacting us, please test the item's functionality. If everything works okay, there is no reason to contact us or file a shipping damage claim. If your product is not working correctly due to the damages that occurred during shipping and you have kept the original shipping materials, please contact us so that we may submit a shipping insurance claim. Once we have confirmed that you still have the original shipping materials and that the item was damaged during shipping, and after we have officially filed the shipping insurance claim forms, we will send out new parts or a new product at no cost to you.
4. You've received the product but you've decided you want to return it
If you receive an item and decide to return it, you can do so if and only if all of the following requirements are met:
1) The item must be unopened, unused, and still in the original packaging.
2) You must contact us to notify us that you'd like to return the item within 12 calendar days of receiving the item.
3) You MUST contact us to get an RMA Number and return instructions PRIOR to returning the item.
If you return an item without all three of the above requirements being met, the item will be refused and come back to you and no refund will be issued. If you meet all three of the above requirements, your refund will be issued in one of the following two manners (which we will discuss with you over the phone):
1) You can receive the full amount you originally paid for the returned item (less our actual cost for shipping and handling) as a store credit, OR
2) You can get a cash refund for the amount you originally paid LESS a 15% restocking fee and our actual cost for shipping and handling.
In either case, you are responsible for return shipping charges to return the product to us.
5. You refuse the delivery of your order, and it comes back to us
If you refuse an item and it comes back to us, you will be issued a refund LESS a 15% restocking fee and our actual cost for shipping and handling. If the item is damaged during the shipping process, no refund will be issued until the shipping insurance claim process is complete. Once the shipping claim process is complete, you will be issued a refund in the amount we are reimbursed by the shipping company (minus the amount the shipping company charges us for the shipment to you and back to us). If the shipping company does not approve the claim, we are unable to provide a refund.
6 Delivery:
11.1 During the checkout process, you will be prompted to choose the delivery option you wish to use. Delivery is charged depending on your order and will be calculated when you check out. For wholesale orders, our shopping basket will automatically calculate how many boxes will be required for delivery and will charge the appropriate amount. Each box contains a maximum of approx 25KG.
11.2 Delivery times vary depending on what time the order reaches us and the next available posting date. We aim to dispatch all orders within 1 working day and you should receive the order the next working day but no later than 5 working days no matter which delivery option you chose. For deliveries outside the UK please add 5-8 working days.
11.3 We may use the courier service we believe to be the most reliable and effective depending on your order. Because we rely on third parties to delivery your order, we cannot be held responsible for their reliability and accuracy.
11.4 If products are returned to us as undeliverable they may be subject to an additional charge before being re-shipped. Alternatively, we may refund you the cost of the products minus the delivery charge and 15% administration fee.
11.5 On orders where you have opted for recorded or signed delivery, we will collect proof of posting, or if sent via courier, we will be issued with a tracking number which you may ask for at any time. If you do not receive your order, then we will contact our courier to see what compensation is claimable (if any). If you require extra compensation then you must ask us prior to placing an order and pay the extra for this cover.
11.6 Overseas orders can be sent via Airmail, Surface Mail or International Signed For. Please note that Surface Mail can take over 56 days for an order to reach you.
11.7 Orders sent by First Class post are unrecorded and cannot be tracked. Once they leave our warehouse then we cannot be held responsible for the order. If an order that was sent by First Class delivery goes missing then we will attempt to claim compensation from Royal Mail. If the claim is successful then we will contact you to arrange a replacement or refund.
11.8 Recorded delivery is an optional service that costs extra and must be chosen when making your order. Orders with Recorded delivery receive a tracking number which may be obtained by you at any time. Should the order go missing then we will attempt to claim compensation up to the value of £37. If you require extra insurance, then Special Delivery must be purchased at the time of making your order which can cover orders up to £500.
11.9 Claims can only be submitted after 15 working days after despatch for UK orders and normally takes around 3-5 weeks to be settled. Claims for European orders can only be submitted after 25 days. International claims can take up to 90 days to be settled.
11.10 Missing orders must be reported to us within 30 days of despatch.
