Shipping & Returns Policy
We provide free shipping on Floodshields only, and shipping is payable on all other products, even when supplied with a Floodshield (as the Floodshield will be shipped in its own box). Shipping costs will vary depending on where in the world the product is being shipped, but will be clearly displayed in your shopping cart at checkout.
We are not responsible for any import duties payable on arrival in your country, although we will make you aware of them if, and only if, we are aware of them.
We use a variety of couriers and national mail carriers to ship our products, but will always seek to send you the tracking information as soon as we are given this information by the carrier. As we are using external shipping services, once it has been despatched, we only have limited control over exact delivery times and dates.
All products are shipped from our Leeds, United Kingdom manufacturing site. We aim to despatch within 3 working days of an order being placed, and hope more often than not to ship earlier than this. However, we are sometime constrained by raw material supply, and consequentially delays can happen - in this circumstance we shall seek to keep you informed of the expected despatch date.
Most shipments are delivered within a week of despatch, anywhere in the world. Within the UK it is usually 2 days, mainland Europe, 4 days, and the rest of the world up to a week. However, rural locations and political events can delay delivery - where we become aware of such restrictions, we will of course seek to let you know.
Goods are not sold on a trial basis, nor on a basis of Sale or Return. The Company shall not refund monies for Goods which are bought in error, in excess of requirements, or are not resalable. Where a Customer is not satisfied with Goods and / or does not want them, the Goods can, within sixty (60) days from receipt of Goods, be returned to the Delivery Depot, only if they are fully re-saleable. In the event of such returns, the Customer acknowledges that it shall be liable for all reasonable costs incurred by the Company in relation to carriage, postage, and packaging and the Company shall invoice the Customer for any costs in question incurred and payment shall be made by the Customer.
A Returns Authorisation Number must be obtained before any Goods can be returned to the Company, which number may be obtained by the Customer from the Company's customer service department.
All repairs, replacements or refunds will be processed following receipt and inspection by our Returns department
The Goods must also be packaged in all their original packaging so as to ensure safe transit and ease of identification and be returned in their entirety.
The manufacturer's packaging must not be damaged or defaced.
The Customer should attach a return address label to the outer brown cardboard box and the Company will arrange for it to be collected.
The Company shall refuse Goods returned without a Returns authorisation number.
The return of faulty Goods is subject strictly to individual manufacturers' Dead Upon Arrival policies (DOA). (Individual manufacturers' DOA policies may be obtained by the Customer by contacting the Company's customer service department.) Where a Customer notifies the Company of a defect in the Goods within the time provided for in the applicable manufacturer's DOA policy, which defect is subsequently verified by the Company's technical inspectors, the Company will replace the Goods or refund the monies paid by the Customer for the Goods.
The Goods will be tested upon receipt. If no fault is found, the Goods will be returned to the Customer. If a fault is found and the applicable manufacturer's DOA period is exceeded, then the Goods will be repaired or replaced under the terms of the manufacturer's warranty.
In the case where it is established that Goods are faulty or defective in line with the individual manufacturer's warranty, most warranty repairs will be carried out on a return-to-Company basis. All parts and labour charges will be waived but the Customer is responsible for ensuring that the Goods are returned to the Company in their original packaging ,or if this is not available, in a stout carton with high density foam providing at least 150mm clearance surrounding the entire product so as to ensure safe transit and ease of identification. In some instances the manufacturer's warranty requires the Customer to contact the repair agent directly. If this is the case, the Customer will be so informed by the Company's customer service department.
The Customer acknowledges that in all cases all Goods shall be returned to the Company using only a carrier approved by the Company and in cases where the Customer uses an unapproved carrier the Customer shall be liable for all costs losses damages or other charges incurred by the Company in relation to the use by the Customer of the unapproved carrier.
Risk in any Goods that the Customer is returning to the Company shall remain with the Customer until the Goods have been delivered to the Company's premises and accepted by the Company.