Deliveries and Returns
When will my order be delivered?
When an item is shown as in stock and ordered by 3pm we will aim to dispatch on a next working day service (2pm for heat pumps and larger items)*.
Items dispatched on a Friday will normally be delivered on Monday and in stock items ordered on Saturday and Sunday will normally be dispatched on Monday.
We aim to deliver non-stock items within seven working days of an order being placed unless we advise otherwise.
When we supply goods we reserve the right to supply alternative equal component equipment should specified products not be available, we will call you to discuss any changes to an order before dispatching goods.
For items under 30Kg you will be supplied with a one hour delivery window, we can also arrange timed deliveries where required for an additional cost, please contact us for details.
Larger items such as heat pumps are delivered on a next working day pallet service. Our pallet network delivers between 9am and 5pm and all deliveries need to be signed for, if you would prefer a specific day for your delivery please advise us prior to dispatch. AM deliveries (before Midday) are available for an additional charge at the checkout.
We require a signature for all delivered items, if you are not able to sign for your goods please contact us to arrange delivery on a different day or to provide us with an alternative delivery address.
*Please note that coils of MDPE pipe and other heavy or irregular sized items will normally be delivered within 2-3 working days from the point of dispatch.
How much do you charge for UK delivery?
All orders over £100 are delivered FREE to UK mainland addresses, our standard delivery charge for orders under £100 is £7.95 +VAT. You can select an AM delivery (before Midday) for £15 +VAT at the checkout.
Deliveries to the Republic of Ireland are charged at a standard rate of £30 +VAT.
Deliveries to the postcode areas below cannot currently be placed on line, please contact us for up-to-date delivery rates and times and to place your order.
AB37-AB38, AB41-AB45, AB51-AB56, FK17-FK21, IV1-IV28, IV30-IV37, IV40, IV54, IV63, KW1-KW3, KW5-KW14, PA21-PA40, PH15-PH26, PH30-PH41, PH49-PH50, TD, PO30-PO41, HS1-HS9, IV41-IV56, KA27-KA28, KW15-KW17, PA20, PA40-PA49, PA60-PA80, PH42-PH44, ZE1-ZE3, JE, GY, IM and BT.
Can I track my delivery?
Our deliveries are normally dispatched on a next working day service, for items under 30Kg you will be supplied with tracking details, for larger items and pallets you will need to be available between 9am and 5pm on the day of delivery, a signature will be required.
To track your order please visit the ‘My Account‘ section of this website, or click the courier links below – once your order has been dispatched we will message you with a tracking reference.
AM deliveries (before 12) can be selected at the checkout, we can also arrange timed deliveries for an additional cost, please contact us for details, a signature is required on all deliveries.
Please note: Once your order status has been updated to completed, you will receive your consignment number to track your delivery.
Do you deliver to Europe?
We offer competitive rates for delivery to Europe via DPD and TNT, if you would like to talk to us about delivery to Europe please call 01842 819130 – Heat pumps and pool pumps can now be ordered online – delivery rates will be shown at the checkout.
Do you deliver to the Channel Islands?
Orders for delivery to the Channel Islands cannot currently be placed online, please call 01842 819130 Monday to Friday 9am to 5.30pm.
What do I do in the event of a failed delivery?
In the event of a failed delivery our couriers will normally leave a card so you can call to rearrange the delivery for an alternative day; after two failed delivery attempts the goods will be returned to us and there may be an additional charge to redeliver them to you.
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.
Please note you will need to be available between 9am and 5pm on the day of delivery, if your item is being delivered by dpd local you will receive a one hour delivery window on the morning of the day of delivery, a signature is required on all deliveries unless prior permission is received in writing to leave goods in a secure place.
What do I do if my goods are damaged on delivery?
Any delivery damage or shortages should be reported to us upon receipt of the goods or as soon after as possible (normally 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 on 01842 819130 if you receive a damaged item or refuse a delivery for any reason.
Failure to sign for goods as unchecked, damaged or failure to report damage to us within 48 hours may result in the refusal of claims by our couriers.
What is your returns / cancellations procedure?
If you change your mind and wish to cancel your order before the goods have been dispatched please contact us on 01842 819130.
Once the goods have been dispatched you have 14 days from receipt to start the returns procedure
Call our sales team on 01842 819130 to request an RMA and return address, alternatively complete the cancellation form below
Return the goods in their original packaging, complete with all accessories, 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 an item has been specially ordered or built-to-order you will receive a credit less a 25% restocking charge (custom manufactured items may not be refundable).
In the event you need to return a special order or custom built item please call us first.
What do I do in the event of a product failure?
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 on 01842 819130 to discuss the options, alternatively please complete the warranty returns form.
Where a product needs to be returned under warranty we will collect the goods from you, 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 under warranty without contacting us first, in the event that a product is found to be not faulty we may charge you for collecting and returning the item.
Cancellation / warranty returns form
If you would like to cancel your order or have a product to return under warranty you can contact us on 01842 819130 alternatively you can complete the form below and we will call you back.