Support Policies

Order Acknowledgement

Upon successfully completing an order, customers will receive an email order acknowledgement which records product selection and pricing. If an acknowledgement is not received, please contact us.

Despatch

Goods are normally despatched within 2 to 3 working days from receipt of order and completion of payment. All orders will be despatched either by established courier or by Royal Mail, using a registered service. Overseas customers will receive consignment tracking details by email. UK customers will receive tracking details only upon request.

Late / Lost Deliveries

UK orders are expected to arrive between 2 to 5 working days from the date of despatch. Overseas orders can take up to 10 working days to arrive. In the event that your order does not arrive within these timescales, please contact us. We will investigate and advise the status of the consignment by email. If within 15 working days the goods have not arrived, please contact us and we will initiate a lost consignment investigation with the carrier. At the same time, we will email a Lost Order Form to you which, when duly completed and returned to us, will enable us to despatch a duplicate order to you.

Returns

In the event that you are dissatisfied with the goods, they must be returned to us within 14 working days from the date of despatch. We require that we are notified by email of your intention to return the goods prior to despatching them to us. We request that your reason for returning the goods is advised to us by email. Goods must be returned unused and in their original packaging by registered and insured means. Upon receipt of the goods in satisfactory condition, the value of the goods only shall be credited to you. Delivery charges will not be refunded.

Warranty

Commencing with the date of shipment, our warranty runs for 12 months unless we have specified otherwise in writing. The Company shall be under no liability in respect of any defect arising from fair wear and tear, contamination, wilful damage, negligence, neglect, failure to follow instructions operation in environmental conditions outside specified operating extremes, misuse or modification or repair of the goods without our approval. Further information regarding warranty is provided in our General Terms & Conditions of Sale.

GTLS (integral light sources) are excluded from our warranty and customers’ attention is drawn to this exclusion. GTLS are tested extensively prior to installation within our products and shall normally operate continuously for many years. GTLS failure can result only from breakage of the GTLS glass tube. Although our products are designed to be robust and reasonably shock-resistant, they are vulnerable to substantial, sudden impact and GTLS may be breached under these conditions.

General Terms & Conditions of Sale

These are available to customers upon request. To obtain a copy, please email your request via our contact form