Please take a moment to read the below information if you're interested in purchasing any items from our website.
- We use our trusted courier services for all deliveries. Using this service, our courier will take good care of the items during transit in a fully insured manner. We may, at our discretion, deliver items ourselves in addition to this service.
- We aim to get all items delivered within the advertised lead time from the day of cleared payment. Often it will be inside of this time frame but occasionally it will take longer if there are complications or logistical issues. We always endeavour to keep customers informed of any potential delays.
- The courier company should contact you in advance to suggest a delivery date. They will contact you in the run-up to this date (usually the night before) to advise of a two-hour time slot. This will typically be via phone / voicemail / text but could also be via email. They will use the contact information you submitted at the point of order, so please ensure these are correct to avoid delay.
- We may be able to arrange for faster delivery where required, but please contact us so that we can work out whether we can deliver on your requirements.
- Where the items are large, the courier WILL require help with lifting the item from the vehicle to your home - so please ensure a fit, healthy person is home or on hand to assist.
- When using our courier service, the item will be covered in protective blankets for the journey to help ensure that it reaches you in perfect condition.
- We will occasionally, at our discretion, use a network courier service where appropriate. In such cases, we may use recycled materials to protect and box the item during transit as part of our commitment to being a 'green company' at every stage - so you can expect to see packaging that may contain various other branding, etc.
- If items are damaged upon receipt, photographic evidence of the damage is required, along with pictures of any box, packaging and any other images we request in order to proceed with an insurance claim. In the event of opening an insurance claim, customers accept they will wait for the outcome and payout of any such successful claim before being reimbursed.
- In the event of a damaged item, we will send a replacement as soon is possible. If you refuse a replacement, the transaction will count as a cancellation and a surcharge will be taken from any refund (to cover our delivery and administrative costs) to be given upon the return of the item.
- We may, at our discretion, be able to arrange for a partial refund in exchange for the customer pursuing a repair without returning the item to us.
- Due to the variance in building materials used in homes, it is the customer's responsibility to supply and fit any fixings suitable for the building materials (e.g. brick, plaster, concrete, wood etc.) to ensure the safety of any product we sell.
- If you are contracting as a consumer, you may cancel a Contract at any time within seven working days, beginning on the day after you received the Products. In this case, you will receive a full refund of the price paid for the Products. To cancel a Contract, you must inform us in writing or via e-mail. You must also return the Product(s) to us as soon as possible, in the condition in which you received them, and at your own cost and risk. You have a legal obligation to take reasonable care of the Products while they are in your possession. We reserve the right to cancel an order at any time before items are delivered at our discretion. In such an event, a full refund will be sent to you. If you fail to comply with this obligation, we may have a right of action against you for compensation.
- When you return a Product to us: because you have cancelled the Contract between us within the seven-day cooling-off period we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation. In this case, we will refund the price of the product in full (minus card processing charges - approx 3%), including the cost of sending the item to you. However, you will be responsible for the cost of returning the item to us.