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Delivery Policy

Delivery terms

These terms have been extracted from our Terms and Conditions.

Delivery charge

Orders less than £100 = Price on asking
Orders from £100 to £450 = £75
Orders over £450 = Free delivery

We deliver Customer orders by road to mainland UK destinations. For enquiries outside our standard areas, we will be pleased to provide a quotation to meet your specific requirements.

Please note that for Customers outside of the UK our web prices do not apply and are to be used for guidance only.

Delivery vehicle size

All orders are delivered in partnership with Alan R Jones, via the Palletline network. Below is a visual to help show the size of the delivery vehicle.

Please inform us if you foresee any difficulties with the delivery of your order. If we are not informed this could add delays to your order.

Please note:

  • If access to your delivery address is restricted, please let us know when placing your order.
  • Our drivers are instructed to deliver curbside.
  • We are unable to place materials inside buildings such as sheds or garages, due to the risk of damaging property. We are also unable to transport products through a property or to back gardens.
  • Our drivers will make every effort to deliver the goods as close as possible to the desired destination on your property. If that is not possible due to road surface or other conditions, our drivers are instructed to unload the goods besides, or close to, the vehicle on firm ground.

When will we deliver?

We will always try to fulfil your order by the date specified in the Email Acknowledgement, which should fall within 30 days, unless there are exceptional circumstances. However, if we are unable to deliver the product to you on the delivery date specified and within the estimated delivery period, we will notify you as soon as possible and give you a revised delivery date.

Delivery may be affected by factors beyond our control, including, but not limited to, adverse weather conditions, industrial action, and supplier shortages. In such cases, we will contact you as soon as possible to inform you of the delay and to arrange a new delivery date.

If you have a specific deadline, please talk to one of our Team on 0800 644 4113. We recommend you do not plan your installation date until the product has been delivered.

Do you have to be in when we deliver?

All deliveries will need to be received and signed for by you or your representative. Should you or your representative not be present to receive and sign for the delivery, there will be no basis for damage claims or worst case, theft of items that have been delivered. If you are concerned about your goods being left in an unsecured location, please inform our Head Office team as soon as reasonable possible on 0800 644 4113 to discuss an alternative delivery time, when you can ensure you have arranged for someone to help move your goods to a secure location. We reserve the right to charge for additional delivery attempts.

Please note that once the goods have been delivered to your premises, ownership and liabilities arising from ownership transfers from us to you.

Delivery notification

We will advise you of your approximate delivery date/time by SMS Text and/or Email; this is usually the morning of your delivery. If after a delivery notification you are unable to receive a delivery, please inform our head office team as soon as reasonable possible on 0800 644 4113 to discuss alternative arrangements. Please note that we can not receive relies to notifications sent by SMS Text or Email as this is an automated system.

Health and Safety

Please contact Head Office on 0800 644 4113 ahead of your delivery if there are any Health and Safety matters that we need to be aware of. These may include, but are not limited to road restrictions, overhead power cables, manhole covers, or unstable/uneven ground.

If our driver arrives at the site and believes the site is unsuitable for offload, the delivery will not proceed. In this instance, Head Office will contact you to discuss other options.

During the offloading process, please keep a safe distance.

Returns Policy

These terms have been extracted from our Terms and Conditions.

Under the Consumer Contracts Regulations 2013 law you have the legal right to cancel your order from the moment it is placed until 14 days from the day you received it. If you cancel within this time frame, you will receive a full refund for the product, minus the original delivery costs. This does not apply to made to measure or bespoke items, which are non-refundable unless faulty. If we find that the product returned to us in damaged condition and unsuitable for resale, we reserve the right to refuse a refund on the item.

If the Contract between us was cancelled within the 14-day cooling off period and provided that the returned product is the same condition as when it was delivered, in its original packaging, we will process the refund owed to you as soon as possible and no later than 14 days from the day we receive the product.

Please note the refund will be for the price of the product only, excluding the returns cost (if applicable) and any fees associated with inspection, repackaging and restocking. If you opt to return the product yourself, we strongly advise that you use a suitable and recorded delivery method with appropriate goods in transit insurance to the full value, to ensure the product is returned safely. Please be aware that we cannot be held responsible for any damage or loss that may occur during the transit of the returned item. Alternatively, we can arrange for the collection of the product from you for an additional fee.

If you wish to exercise your right to cancel this Contract after your order has already been dispatched, please follow the procedure set out below:
Contact the Team on 0800 644 4113 or by email to giving the order number, item number, stating the reason for the return and whether you want a refund or replacement. We will refund the price of the item to you or exchange the goods if they were delivered to you in error or in a damaged or faulty condition once it is received by us.