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Terms and Conditions, Returns and General Help
- Using your credit or debit card
- Next (working) day delivery
- Where is my order?
- Cancelling orders
- International orders
- Stock issues
- Returns within 30 days
- Faults discovered within 30 days
- Faults discovered after 30 days
- Your rights
- Complaints, getting in touch, help and advice
- The Small Print
- Bladed items
For VAT free purchasing, please email us with all of the appropriate details., i.e. your VAT number, contact details, and address. An account will then be set up for any future purchases. In order to provide VAT free purchasing you must:
- Be ordering from an EU location that is eligible
- Have a valid VAT number
- Provide your customer details so that we can verify it is you and locate your order.
Using your credit or debit card
Orders can be delayed at the processing stage due to additional checks needed by your bank to avoid fraud. For the cardholder’s protection we may have to decline and refund the payment and request you retry or try another form of payment.
New customers placing their order over the phone must have their item sent to the cardholder’s address to comply with bank fraud avoidance restrictions.
New customers can use a different address from the cardholder’s address when using the website.
Next (working) day delivery
In order to achieve next working day (Monday – Friday except bank holiday) delivery you must:
- Order before 3pm the working day before (e.g. Before Friday 3pm for Monday delivery / before Monday 3pm for Tuesday delivery)
- Or before 11am Saturday
- Experience no issues with your card fraud check
- Have no errors in the address
- Have placed an order for goods in stock
- Have selected the next day service on checkout
If there are any factors that delay the parcel beyond our next day service then we will refund the difference in delivery cost, but we will also check with you that you still want the delivery.
If the carrier fails to deliver to you on time, and it wasn’t because you just weren’t in to receive it, then we will refund the difference.
Please be aware that in order to process carriage refunds we are obliged to check the carrier’s tracking information.
Where is my order?
If your order was sent by DHL Parcel UK you should have received a tracking number, and if not, please call us. Royal Mail 1st or 2nd Class is not a tracked service.
We advise all customers not to book a fitter or tradesperson to do work until your goods have arrived and been inspected. We are not liable for any costs arising due to goods having not arrived in time for any pre-booked work.
Please contact Customer Services on 01502 473025 as soon as possible to check the status of your order. If the order has already been dispatched, we cannot cancel it and you will need to either reject the goods or return them. The return costs can be reimbursed if required and if authorised by a member of our team, but please make sure you can provide a copy of your postage receipt.
We as Seller are responsible for the exportation of the your order in compliance with all applicable laws or regulations of the United Kingdom. You as the buyer are responsible for transportation and importation of the order in compliance with all applicable laws and regulations of the country into which the order Item is being imported by Hermes International, your appointed freight agent
Unfortunately due to situations beyond our control, stock issues can sometimes occur that result in an order being placed for a product which we do not have sufficient stock of. On other occasions, QA will not permit an item to go out if it is damaged during handling.
When this occurs we will offer you a choice between a full refund or a time frame within which we can back-order and deliver what you have ordered.
All deliveries are made by either:
- Royal Mail
- DHL Parcel UK
- The Pallet Network (TPN)
- Direct drop from supplier or manufacturer
Once DHL or Hermes has received your parcel(s) from us, they should contact you with your tracking information to advise your of your delivery date and potentially a time slot. A calling card should be left if your delivery fails with instructions on how to rearrange your delivery. Royal Mail are not tracked, however most deliveries should fit through your letterbox. Where Royal Mail have tried a few times to deliver, they may return the parcel(s) to us, in which case we will contact you to choose whether you wish us to redeliver or refund you.
If you need to track your Palletways delivery, please call us on 01502 473025.
For all returns, please contact our Customer Services team to have your return authorised before sending it back. Please include a copy of your invoice with all returns.
Returns are free if the cost of the return has been authorised by a member of our team and depends on the circumstances, or if we are arranging a collection using DHL Parcel UK.
If your goods were returned in error after failed delivery attempts / the courier could not locate you by the address given to us, the order would consequently be refunded upon its return. It is then down to you to place the order again.
Returns within 30 days of purchase
We want you to be happy with your purchase. If you’re not, simply contact us and we will arrange a return for the item within 30 days if it is unused and with it’s original packaging.
Damaged parcels should be rejected when the delivery is attempted. If the parcel has been damaged, items you ordered are missing or incomplete but you did not see it until you accepted it, please contact us within 48 hours to make us aware and we will work with you to replace it or refund it. It would be helpful if you could provide images of the damage & packaging too. We only have a short time frame in which we can report damages to our couriers, so please co-operate by notifying us within this time frame.
For incorrect items, please contact our customer services team via email or phone (email@example.com and 01502 473 025) and we will arrange either a refund or a free of charge collection / return.
If a fault is discovered during use then we will accept the return within 30 days of purchase, and a refund will be processed as soon as we confirm it’s been picked up and verified by our carrier. We just ask that you tell us what the fault is, send us any pictures and evidence so that we can raise it with the manufacturer.
Faults discovered within 30 days
For faults discovered within 30 days, a refund will be processed as soon as we confirm it’s been picked up and verified by our carrier. We just ask that you tell us what the fault is, send us any pictures and evidence so that we can raise it with the manufacturer. If your product has been installed (e.g. a shower tray installed in a bathroom suite or a water pump connected to pipes) then please contact our customer service team by phone or email (firstname.lastname@example.org and 01502 473025) who will advise what to do next.
Faults discovered after 30 days
We reserve the right to offer a repair or exchange after 30 days. You can read more about this on the Which.com website, where we find it has been explained particularly well:
“Under the Consumer Rights Act you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described and get a full refund. But this right is limited to 30 days from the date of purchase of your product. And this right doesn’t apply to faulty digital content. After the initial 30 days, you can’t demand a full refund in the first instance but you still have the right to a repair or replacement.”
None of this affects your statutory rights. We find the Which guide particularly helpful when we buy online: Which? consumer rights.
Complaints, getting in touch, help and advice
If something has gone wrong and there’s a problem, please give us a call, our customer service assistants are keen to resolve your issues.Something has gone wrong, there’s a problem. Please give us a call, our customer service assistants are keen to resolve your issues.
If you live outside the United Kingdom we will communicate with you primarily over email or chat.
If you encounter a problem with our customer services we want to know about it, and we want to fix it:
It is the responsibility of the buyer to ensure that any advertised warranty or guarantee is valid for their location.
We do not take any responsibility for warranties on any goods advertised on our site. The warranties vary from manufacturer to manufacturer and we advise you to read the warranty information on each product for sale prior to purchase.
This does not affect your statutory rights.
Disposal and waste
So you want to throw your product in the bin. Stop!
The Waste Electrical and Electronic Equipment (WEEE) Directive is UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.
Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.
Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.
Godfreys IT Ltd is obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.
For example, if a customer bought a new EEE from us we would accept their old WEEE and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol.
Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.
The Waste Batteries and Accumulators Regulations
Under the Waste Battery Regulations, Buyaparcel/Godfreys IT Ltd are offering a take back scheme for all portable waste batteries. We cannot accept batteries by post but if you are in the vicinity of our offices (see contact us page / returns section of this page for address), please bring them to us for safe disposal.
Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com. Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points. End-users may find stores in their local area more accessible.
Our limits on our liabilities (the small print)
We do not accept any responsibility for any loss of earnings, life, damage to property or personal injury as a result of dealings with Godfreys IT Ltd.
We reserve the right to refuse to take your order if we suspect that you are not adhering or plan not to adhere to the terms and conditions. If we have reason believe your order, once paid for, is made for the purposes of fraud we have the right to refund you and not fulfil your order.
In the event of a pricing error on the site, we will contact you before the goods are dispatched. The new price payable will be given to you along with the option to either cancel or continue the sale at the revised price.
We shall be under no obligation to fulfil any orders where errors have occurred with either the description or the price of the goods. All pictures on the site are for illustration purpose only and reasonably represent the goods being sold and are subject to manufacturer changes without notice. If you are in any doubt, please contact us before purchasing.
We reserve the right to amend these terms and conditions without notice.
By buying from us you are accepting our Term and Conditions in full.
Buyaparcel does not sell bladed items to persons less than 18 years of age. You confirm that you are over the age of 18 by buying a bladed item from us. If we have reason to suspect you are not over the age of 18 we reserve the right to cancel the order so that we comply with the Offensive Weapons Act 1996.
As the Data Protection Act has been superceded by the General Data Protection Regulation, you can read all about how we comply with this and how we use your information in these pages.