Delivery Policy

1  Delivery of the Goods shall be made by the Buyer collecting the Goods at the Seller’s premises at any time after the Seller has notified the Buyer that the Goods are ready for collection or, if some other place for delivery is agreed by the Seller, by the Seller delivering the Goods to that place.

1.1  Due to the variety of product ranges we offer, we use the following 4 ways to deliver orders to customers:

•       DPD – Next day delivery

•       Royal Mail – 1–3 days delivery

•       Private van hire – 3–5 working days

•       Pellets shipping – 2–3 working days

1.2  Valid Mobile Number Required. Due to the size and nature of the Goods, all customers must provide a valid mobile telephone number at the time of placing an order. This enables the courier to contact the recipient to arrange or confirm delivery and to minimise failed delivery attempts. The Seller accepts no liability for delays or missed deliveries arising from the provision of an incorrect or invalid mobile number.

2  Any dates quoted for delivery of the Goods are approximate only and the Seller shall not be liable for any delay in delivery of the Goods howsoever caused. Time for delivery shall not be of the essence unless previously agreed by the Seller in writing. The Goods may be delivered by the Seller in advance of the quoted delivery date upon giving reasonable notice to the Buyer. The Seller shall be entitled to make part delivery of the Goods at any time.

3  Where the Goods are delivered in instalments, each delivery shall constitute a separate contract and failure by the Seller to deliver any one or more of the instalments in accordance with these Conditions or any claim by the Buyer in respect of any one or more instalments shall not entitle the Buyer to treat the Contract as a whole as repudiated.

4  If the Seller fails to deliver the Goods for any reason, other than any cause beyond the Seller’s reasonable control or the Buyer’s fault, and the Seller is accordingly liable to the Buyer, the Seller’s liability shall be limited to the excess (if any) of the cost to the Buyer (in the cheapest available market) of similar goods to replace those not delivered over the price of the Goods.

4.1  Transit Damage Reporting. Any damage to the Goods identified upon or following delivery must be reported to the Seller in writing within 7 days of the date on which the Goods arrived at the Buyer’s delivery address. The Seller will not accept liability for, or investigate, any damage claims notified after this 7-day period. It is the Buyer’s responsibility to inspect the Goods promptly upon receipt and to retain all original packaging where damage is suspected.

5  If the Buyer fails to take delivery of the Goods or fails to give adequate delivery instructions at the time stated for delivery (otherwise than by reason of any cause beyond the Buyer’s reasonable control or by reason of the Seller’s fault) then, without prejudice to any other right or remedy available to the Seller, the Seller may:

5.1  store the Goods until actual delivery and charge the Buyer for the reasonable costs (including insurance) of storage; or

5.2  sell the Goods at the best price readily obtainable and (after deducting all reasonable storage and selling expenses) account to the Buyer for the excess over the price under the Contract or charge the Buyer for any shortfall below the price under the Contract.

5.3  Buyer’s Responsibility to Accept Delivery. It is the Buyer’s responsibility to ensure that a responsible person is available at the nominated delivery address to accept the Goods at the time of delivery. In the event of a failed delivery attempt due to the Buyer’s absence or unavailability, the Buyer must contact the relevant courier directly to arrange a redelivery at a mutually convenient time. The Seller accepts no responsibility for delays arising from failed delivery attempts attributable to the Buyer.

5.4  Restocking Fee for Failed Deliveries. Where the Goods are returned to the Seller as a result of a failed delivery caused by the Buyer (including but not limited to absence at the delivery address or failure to rearrange redelivery), a restocking fee of £50.00 will be charged to the Buyer. This fee applies regardless of the circumstances of the failed delivery and will be deducted from any refund due or invoiced separately as applicable.

6  Returns and Return Delivery Charges. In the event that the Buyer wishes to return the Goods, a return delivery charge of £50.00 will be applied unless the Buyer arranges and funds the return delivery independently. Where the Seller arranges collection of the returned Goods, the £50.00 charge will be deducted from any refund due to the Buyer or invoiced separately as applicable. This charge reflects the cost of collection and handling of large-format or heavy Goods and is non-negotiable except where the return arises as a direct result of the Seller’s error or a defect covered under clause 4.1.

6.1  Return Charges for Transit-Damaged Goods. Where Goods are confirmed to have been damaged in transit in accordance with clause 4.1, the following conditions shall apply:

(a)  Damage Affecting Installation Progress. Where the transit damage is such that it directly prevents or materially impairs the Buyer’s ability to proceed with installation or project progress, the Seller will accept full responsibility for the cost of return delivery. In such cases, no return delivery charge will be levied against the Buyer, and the Seller will arrange collection or reimburse reasonable return costs upon agreement.

(b)  Damage Not Affecting Installation Progress. Where the transit damage does not prevent or materially impair installation or project progress, the Seller will offer replacement of the affected parts or components at no additional cost to the Buyer. The Buyer is encouraged to accept this remedy and proceed with installation whilst the replacement is arranged. Should the Buyer elect to decline the replacement offer and instead insist upon returning the Goods for a refund, the standard return delivery charge of £50.00 as set out in clause 6 shall apply. The Seller’s offer of replacement shall be deemed a reasonable remedy, and any return charge arising from the Buyer’s refusal of that remedy shall remain the Buyer’s liability.