Items Received Damaged
In the unlikely event your order is received damaged, please email us with photographs of the damage within 48 hours of delivery. We will arrange for a replacement to be shipped to you, and arrange collection of the damaged item at the same time. The following conditions apply for all damage claims:
o All damaged items must be reported to us within 48 hours of delivery. If the packaging is damaged, please sign for as ?damaged?. Please email photograph/s of damage.
o Items that are damaged when opened must be reported to us within 48 hours of delivery. Please email photograph/s of damage.
o Photographic evidence clearly showing the damage must be emailed to us, before we can proceed with an exchange/return.
Manufacturer?s Warranty (12 month Return To Base)
All our products, (with the exception of graded items which carry a 30 day warranty), are covered by a 12 month return-to-base warranty, ie against manufacturing defects. Please note user error/misuse is excluded and is not covered by the manufacturer?s warranty.
In all instances, please contact us first in order that remote assistance can be implemented to try and resolve any warranty issues, as quickly as possible.
Definition u Return To Base Warranty
A return-to-base warranty means that, should you wish to return an item for direct technical inspection and/or repair, this must be done at your own cost. If the fault is found to be connected to a manufacturing defect that could not have been resolved via remote assistance, we will repair or replace the item as necessary and return to you free of charge. If, however, the fault is found to be user error/misuse, or the fault could have been resolved via remote assistance, we reserve the right to charge for labour and return costs as necessary.
Warranty Claims (ie within 12 months)
In the vast majority of cases, replacement parts and/or remote assistance, will resolve any warranty issues. We have a dedicated support department available who will be able to provide you with technical assistance, including the supply of spare parts. In order to ensure that your problem is dealt with as efficiently as possible, please send as much information as possible, including photographs where relevant. Spare parts required due to misuse or damage will be charged for.
Support After Warranty Expires
We carry an extensive range of replacement parts for all items, where applicable. Please send us full details and we will/should be able to give you a price for the replacement part required. Should an item become obsolete and is no longer stocked, we may still be able to source it from our extensive supplier base.
Note: A surcharge is payable for shipping to the following remote UK locations:
Northern Ireland: Additional amount £15
Highlands and Islands: Additional amount £25
Channel Isles: Additional amount £20
You must enter the additional amount manually during the checkout process otherwise you shipment will not be sent out straight away
Orders/payments received and confirmed before 2pm, i.e. Mon-Fri, will be dispatched the same working day, i.e. Mon-Fri. Orders placed after 2pm, ie Mon-Fri and over the weekend, will be dispatched on the following working day, i.e. Mon-Fri.
Mainland UK deliveries will take approximately 1-2 working days, i.e. Mon-Fri - usually they are delivered the next working day. Orders for the Scottish Highlands, Northern Ireland and the rest of Europe, are likely to take 3-5 working days, but maybe sooner. Please note that delivery dates can?t be guaranteed and orders placed during busy periods, e.g. Christmas, can result in unforeseen delays. Please bear this in mind when placing orders for birthdays, Christmas etc.
Mainland UK deliveries are normally delivered by TNT. Orders outside the UK are usually handled by DHL. Royal Mail may be used for smaller items. Drivers will attempt the delivery twice, i.e. on successive working days whenever possible. If a delivery can't be made, the courier's contact details will be left, in order that you can arrange a convenient re-delivery day, or pick-up time with the courier, (if required). If no one is available to accept a delivery after the second attempt, orders will be returned to us. In these circumstances please contact the courier urgently to prevent your order being returned to us.