As a responsible retailer, I know buying online can be a daunting and worrying thing to do. A lot of the time you have no idea if you're buying from a reputable company or just some bloke in his spare room. I want to put your mind at rest, so you know that when you buy from us you're buying from an established firm with an eagerness to provide top notch customer service. Below I have outlined some important information that will tell you straight how we operate and our obligations to you, our customer.
Tel: 01472 258620
Email: Please submit a ticket via our helpdesk
Orders over £40 include FREE delivery to the mainland UK*
For orders under £40, you pay just £4.95 for delivery to mainland UK*
All our prices include VAT.
Typically if the item is in stock, and the order is received before the courier pick-up, it will be sent that day on a next day delivery service. Occasionally we may ship direct from the manufacturer and generally they ship same or next day. For a more accurate estimate for delivery, please call or email us. Our courier is UKMail. If you're not in when they attempt delivery, they will leave a card letting you know what will happen next. Generally a 'carded' delivery is reattempted the next working day (weekdays only). If they attempt delivery twice and you're not in, they may require you to pick up the item from their local depot. If this isn't done within a timescale, they will return the parcel to us and you will need to contact us.
IMPORTANT - When your item arrives, please check it carefully for damage. If the outer packaging of the parcel looks damaged and the courier does not give you the opportunity to open it and check the goods inside, please sign for as damaged so we may claim off the courier if it does turn out to be damaged. If it is obviously damaged, do not even accept the parcel, tell the delivery driver you are refusing the parcel and it will be returned to us. In either case, please contact us as soon as possible to let us know it is damaged or you have refused it. In these cases we aim to get you a suitable replacement as soon as possible.
Cancelling Your Order
If you wish to cancel your order, please contact us as soon as possible by phoning us on 01472 258 620 or emailing us. If you have paid and your order status has been changed to "complete", the item will already be on its way to you, in which case you may still cancel and claim a refund, but you will be required to refuse the delivery (in which case we will charge you for the return courier charge at cost) or you will have to pay for the item to be returned to us. Please make sure you use an insured service to return any goods to us and don't forget to enclose a covering letter with your unique order number on and/or your receipt.
Now and again we are all unfortunate enough to purchase something that is, or later turns faulty. We fully understand how frustrating this can be, so we always aim to rectify these issues as quickly as possible.
If you receive your item and it seems to be faulty, please contact us straight away. Please do not send it back to us until you have spoken to us. We may be able to rectify the situation or the item may be covered by the manufacturer's "return to base" or "collect and return" warranty, in which case different action may be required.
If your item develops a fault during its warranty period, again contact us and we will work hard to get it rectified quickly for you.
Please note, any warranty (unless stated) is for UK only and most "collect & return" warranties only operate in the mainland UK.
Please email or call us on 01472 258 620 to arrange a return. In the case of faulty, damaged or incorrectly supplied goods, we will cover the cost of returning to us (unless, in the case of damaged goods, you sign for them as in good order - then you will be responsible for return shipping and may be responsible for the value of the goods themselves). If you are returning an item you bought in error or no longer want/need, it should be returned within 14 days of the purchase date and you would be responsible for return shipping costs. Please return all items in original packaging. If you have used the item before returning, unless in the case of the item being faulty, we will make a deduction from your refund to reflect the decreased resale value.
Our return address is:
PO Box 220
Please remember to include a covering letter, including your unique order reference number and/or a copy of the receipt.
Upon cancellation of order or return of goods, you are entitled to a refund. However, you have a duty of care to look after any items in your possession and make sure they are returned in their entirety and with the original packaging. We may pursue you for costs or deduct an amount from your refund if the goods appear to be damaged, used or have parts missing.
None of the above affects your consumer rights.
*Free delivery is not applicable to Scottish Highlands, Northern Ireland or offshore islands. We may have to contact you for further payment if you complete the checkout and live in those areas. Please contact us for a shipping quote if you are outside of England, Wales or the Scottish Lowlands.