Customer Service’s

FREE-DELIVERY

Customer Service

ITEMS

On receipt of your goods, you must check the items for any damages or breakages BEFORE signing for it! If you do not do this and then find out something is broken, we cannot be held liable and you will not be covered by the insurance for any after delivery damages. These are not our rules but the rules of the insurance company. If your unit does arrive damaged, please state when signing that the items or item is damaged, contact us and we will immediately start an insurance claim on your behalf.

FAULTY ITEMS

Faulty items must be reported within 24 hours of arrival to enable us to ensure this is genuine. Once the faulty item is returned and inspected, you will be issued with a brand new replacement.

EXCLUSIONS

Please note certain items cannot be returned, unless they are faulty. These are mainly larger starter kits, air conditioners and custom built units as they are personalized to your specific needs and cannot be resold.

RETURNS

All returns must be received within 7 days and must be returned to us via recorded delivery with tracking numbers so we can confirm it has in fact been sent to us. You must also contact us beforehand to make us aware of the problem and to confirm that you are in fact returning the item or items. Please be aware there is also a £10 re stocking fee on equipment if you wish to cancel the order after dispatch. Please also be aware that you will be charged for the postage costs of returning the item to us, unless you arrange for the item to be returned to us yourself and you pay the costs at your end. If the order is required to be returned from another country outside the UK, please bear in mind there may additional export charges required for the return of the item.
If you wish to return goods you have a duty to keep them in your possession and to take excellent care of them until you return them. Please contact us if you would like to return your order and we will send you the required information and details. Goods must be returned in their original condition, be unused and include all immediate packaging, or we have the right to refuse the refund or may deduct the cost of the damages.

When signing for the unit on arrival you are accepting delivery of the unit and deeming that it meets the requirements of your purchase. We cannot be held liable for misuse of the goods.

If the goods returned faulty are found to be in full working order then these will be returned to you and we reserve the right to charge an administration fee of 15% of the price of the goods along with the cost of carriage.

The price for the goods will be as stipulated at the time when you place your order. We are entitled to make adjustments to the price to take account of any increase in our supplier’s prices, or the imposition of any new taxes or duties, or if due to an error or omission the price published for the goods on our website is wrong. We will inform you of the correct price and give you an opportunity to cancel the order. If the goods have already been delivered, we will give you an opportunity to return the goods and receive a full refund of the price and any delivery charges you have paid for the goods.

CANCELLED ORDERS

Orders can be cancelled but they must be cancelled within 24 hours, or a charge for the cost of labour and administration of the purchased goods will be incurred (this cost will vary). This is also the same for overseas deliveries; if the goods have already been dispatched before you cancel the order, then we will not be able to return the cost of delivery, only the cost of the item purchased. This applies to UK and international deliveries as we have to pay delivery costs upfront before collection. On special order items that have to be ordered in, within the UK, Europe or Worldwide will have a 10% cancellation fee if not cancelled within 24 hours. This is due to incurred stocking and storage costs of special order items should the order be cancelled.
Deposits are non refundable, it is our practice to hold goods for 14 days once a deposit has been paid. In certain circumstances, we can hold goods for up to 30 days if agreed in advance when placing the deposit.

The deposit requested is usually around the value of our initial costs to obtain and source the items for you, this is whether the order is cancelled or not, we still have to incur and pay these charges to our suppliers regardless. Please bear this in mind before paying a deposit.

Cancelled orders within 48 hours will be refunded minus our import shipping costs and costs of cancelling the order with our supplier.

MISSING ITEMS

Missing items do happen now and again as up to 40 accessories come with some starter kits, and we do now and again run out of some of the items. A note will have been made to place the item on backorder and the missing items will be sent out as soon as possible, but please confirm if anything is missing in case of any other circumstances.