Delivery and returns
In stock products ordered by 2pm Monday to Friday are normally dispatched the same day, delivery charges are as follows:
- Small UK Mainland (under £100) – from next working day £7.80
- Standard UK Mainland (under £300) – from next working day £12
- Free UK Mainland (over £300) – from next working day
- Collection from our warehouse, Mon to Fri 9am to 5pm
- Channel Islands and Isle of Man £70 (3-4 days)
- Isle of Wight £30 (2 days)
- Lower Highlands £30 (2 days)
- Upper Highlands (mainland) £30 (3-4 days)
- Scottish Offshore £35 (5-7 days)
AM and Saturday deliveries
Please contact us for details and rates. Please note that not all items can be delivered on Saturdays or before Midday.
Northern Ireland
For deliveries to the BT postcode area please contact us for a quote. Please note we require an EORI number for all deliveries to Northern Island.
European deliveries
We are not currently accepting orders for delivery to European addresses.
Pallet deliveries
Large and/or heavy items, such as heat pumps, are delivered on pallets.
Please notify us of any access restrictions, such as narrow roads, PRIOR to delivery – failure to notify us may lead to your delivery being delayed and could result in a redelivery charge.
- Min. lorry size is 7.5 tonne (approx 8m long x 2.5m wide)
- Parked cars, overhanging trees and narrow roads limit access
- Kerbside delivery, using tail lift and pallet truck
- Pallet trucks require flat, solid surfaces (not gravel or grass)
- Pallets cannot be placed inside garages or through garden gates
- Pallets cannot be safely offloaded on steep slopes
- Pallet deliveries require a signature
Collection
All in stock items are now eligible for collection from our warehouse in Bury St. Edmunds, we will contact you once your order is ready for collection, goods can be collected from our warehouse Monday to Friday 9am to 5pm.
Our warehouse team will be happy to assist you loading your vehicle, however please ensure that your vehicle is a suitable size for the items being collected.
Where an item is shown as ‘not in stock, please contact us for lead time’ we do not currently have stock in our warehouse, however items may either be expected back into stock or they may be dispatched direct from our supplier, please call us for lead times before placing your order.
Out of stock items cannot be ordered as we are not expecting further stock from the supplier.
Once an item is in stock it is normally dispatched on a next working day service, all deliveries must be signed for, if you would prefer a specific day for your delivery please advise us prior to dispatch.
Pallet deliveries are to the kerbside only.
If a product you have ordered is not available with our suppliers, we will call you to discuss alternative products.
IMPORTANT: Delivery addresses
Goods will only be delivered to the invoice address if you pay by card via SagePay then you can specify an alternative delivery address when placing your order on our website
PayPal orders will only be delivered to the registered address on the account
Once you have placed an order the delivery address cannot be changed, our couriers require a signature unless the goods can be left in a designated secure place (we reserve the right to not leave goods if our courier feels it is not safe to do so)
Failed deliveries
In the event of a failed delivery our couriers will normally leave a card so you can rearrange your delivery, after two failed delivery attempts the goods will be returned to us and there may be an additional charge to redeliver them to you.
You will need to be available on the day of delivery, if your parcel is being delivered by APC Next Day you will receive tracking details, a signature is required on all parcel deliveries unless prior permission is received in writing to leave goods in a secure place.
Goods sent through our pallet network will be held at the local delivery depot in the event of a failed delivery, if this happens you will need to contact us to arrange redelivery.
Pallets are delivered on lorries, the smallest lorry is a 7.5 tonne curtain sider with tail lift please ensure there is obstruction free access to your property for a vehicle of this size.
Please note failure to notify us of access restrictions PRIOR to pallet delivery or failure to be available to sign for your pallet may result in a redelivery charge.
Damages / discrepancies
Any delivery damage or shortages should be reported to us upon receipt of the goods or within 48 hours.
We require a signature for all deliveries and any goods received with visible signs of damage to packaging should be signed for as ‘unchecked’.
Alternatively if the item is visibly damaged you can refuse delivery, please call us if you receive a damaged item or refuse a delivery for any reason.
Failure to sign for goods as unchecked or damaged or failure to report damage to us within 48 hours may result in the refusal of claims by our couriers.
Order cancellation / return
If you change your mind and wish to cancel your order before the goods have been dispatched please contact us. Once your goods have been dispatched you have 14 days from receipt to start the returns procedure
You can call our after sales team to request an RMA and return address, or alternatively email our after sales team. All items must be returned unused in their original packaging, complete with all accessories and manuals, via a reputable carrier of your choice. You will need to pay for return carriage.
Once we have received the goods we will check them for their merchantable quality and accept them back into stock. If there is a problem with the returned goods we will contact you, otherwise we will issue you a full refund including any original delivery charges (we will not refund additional delivery charges, for instance where you have requested a timed delivery)
Where a non-stock item has been specially ordered you will receive a credit less a 25% restocking charge – please note that custom manufactured / built-to-order items may not be refundable.
In the event you need to return a special order or custom built item please call us first.
Faulty products
All of the products sold on this website come with a 12-month warranty against manufacturing defects unless otherwise stated, in the event of a product failure please call us first to discuss the options, alternatively please complete the returns form.
If an item fails within 30 days of purchase we will arrange collection of the goods from you, outside of the first 30 days but within the remaining guarantee period you will need to return the goods to us once we have issued an RMA number.
If a product needs to be returned under warranty, where possible the goods should be returned in their original packaging, if you no longer have the original packaging it is your responsibility to ensure the goods are adequately packaged to protect against damage in transit.
Please do not return goods without receiving an RMA number from our after sales team first, in the event that a product is found to be not faulty we may charge you for returning the item.
You can submit a warranty return here
Warranty returns form
If you need to return an item under warranty please complete the form below and we will contact you back.