By making a purchase you agree to our general conditions below:-
We may alter and change our General Conditions and update where necessary.
PLEASE NOTE: THERE ARE SOME BUYERS THAT UNFORTUNATELY WANT TO ABUSE OUR RETURNS POLICY BY COMMITTING FRAUD. IF THIS IS THE CASE WE WILL NOT PROCESS THE RETURN FOR A REFUND AND WE WILL PERSUE TO RECOVER ANY MONIES WE HAVE LOST THROUGH FRAUDULENT ACTIVITIES.
Please note that some of our products are to be installed by a qualified electrician only. Please refer to a qualified electrician for more information about our products before purchasing and installation.
Please obtain the services of a qualified electrician if unsure as we cannot accept any items purchased back once fitted/damaged.
It is the purchaser's responsibility to make sure that goods purchased match their technical specification/s. If in doubt please consult a qualified electrician before purchasing.
Please note: We strongly advise you do not book tradespeople until your goods have arrived and have been checked. We are not liable for any tradespeople's costs, consequential loss or compensation in any way.
Payment for orders taken over the phone are also subject to our General Conditions.
Our picture/s are only a guide. We do our best to take accurate photos. We do not accept responsibility for the buyers perceived differences in colour from the actual item received. Please contact us if you need a specific colour before ordering.
We check the condition of all goods before despatched. We open bags and boxes so any seals may be broken.
We record any manufacturer's batch numbers, serial numbers, label information and number stamps from the item/s onto our paperwork for reference and checked against any returns.
Some items are easily damaged if care is not taken when handling them. We check the condition of all items before packing your order.
- Pay Pal
- With credit or debit card
All our orders are sent tracked with either Royal Mail or a courier. The Royal Mail tracked service/courier is delivered on the first attempt ,either to your door ,a safe place, a neighbour or taken back to your local Royal Mail delivery office to be either collected in person or have your item redelivered. We will consider the item delivered when this has been done and your tracking has been updated to the status of attempted or delivered. We are not responsible for the security of deliveries where delivery has been made to a safeplace.
PLEASE BE AWARE: SPECIAL DELIVERIES TO POSTCODES STARTING WITH AB (ABERDEEN POSTCODES) MAY TAKE 2 DAYS (MON-SAT) NOT 1 DAY.
Please see our Delivery section for more information on delivery and Special Delivery postcode exceptions-
Royal Mail have made changes to their deliveries as follows-.
"If there is no recipient in to accept your parcel(s), we may choose to deliver them to a Safeplace location at the address, if our postman or postwoman deems that location to be suitable (previously we only leave parcels in a Safeplace if the recipient has asked us to directly). In that case, we will also leave a “Something For You” card explaining where the parcel(s) has been left. If we are unable to find a suitable Safeplace and cannot deliver to a neighbour, we will return your parcel(s) to our local Royal Mail Customer Service Point and leave a “Something For You” card at the address." from Royal Mail's service delivery update.
Occasionally Special Deliveries are delivered late due to circumstances such as weather conditions ( list not complete). In these cases we cannot refund the Special Delivery charge.
Royal Mail charge us for returned parcels so any orders returned for the following reasons will be liable for a charge of £5.95-
- Undelivered items that have not been collected, nor a Redelivery arranged within the 18-day holding period
- Incorrect/incomplete address
- Recipient moved (gone away)
- Recipient refused
Non delivery/shortages or discrepancies must be reported to us within 24hrs. We may require you to provide further details for us to investigate further. We will need a declaration of non-delivery form to be completed by yourself/customer before we can proceed.
If you claim to not have your order when it has been stated as delivered or it has been damaged we will investigate this and this can take up to 14 days. Once the investigation has been completed we will let you know the outcome. If Royal Mail or the courier confirm delivery of your item by providing supporting evidence such as GPS coordinates, confirmation from the delivery office or local depot by a verbal or a written confirmation of delivery then we reserve the right not to resend or refund the item.
If we refund the order due to non-delivery and subsequently the order is delivered, you are liable to repay the cost of the amount refunded.
Please note: We cannot provide a VAT invoice because we are not VAT registered.
We do our best to despatch orders asap however there are some circumstances where this might not be possible. For orders ordered before 3 PM on any business day will be posted same day where possible. For Courier service we need to book these in before 12 noon on working days. However couriers do not collect or deliver on Saturdays so late purchases on Fridays will normally be collected by the courier on the following Monday.
Please note: We not to accept international returns.
Unfortunately we cannot deliver to countries in the EU.
If you are purchasing from overseas and wish to pay by bank transfer an admin fee will be added to the total. We only accept Stirling into our bank account and the exchange rate on the day of transfer must equate to the total required to pay. We reserve the right to request a further payment with a further admin fee to complete the total amount required.
For international postage you will be able to choose a shipping option for your country. Any VAT, customs and clearance fees are the responsibility of the buyer to pay in their country of destination either before or during delivery. We do not supply goods on a Delivery Duty Paid facility (DPP) only Delivered Duties Unpaid (DDU).
International buyers will be responsible for any VAT charges, custom tariffs and handling fees as well as customs procedures and legal issues such as border seizure.
If you refuse your international order due to any of the following charges - VAT charges, custom tariffs, handling fees by the relevant country, and we incur charges or/and fees on return of the international order, we will refuse the delivery on return to us and charge you any of the extra charges/ fees incurred.
International postage will normally be shipped via a Royal Mail tracked shipping method dependent on the destination country. Large consignments, heavy or high value goods will be shipped with a courier service. These tend to be more expensive so you must ask for a quotation before purchase, and let us know how quickly you need the goods as this greatly affects the price. Please note that not all international destinations allow a faster courier service.
Please supply full purchase details with returned goods.
If you wish to return your item please notify us by email or letter of your intention to cancel within 14 calendar days of the arrival/delivery of your order before returning any goods and reason for return.
Please note: We do not accept international returns. We will not refund any shipping costs or any other charges incurred as a result of a return.
We only deal with faulty item enquires from within the United Kingdom only.
Please note that we do not accept telephone cancellations.
If you return the goods we will reimburse you the payment received from you except the shipping cost where a shipping cost was charged. We will test and examine the goods before refunding. If the goods have not been returned in their original condition we will return the goods to you and the return will be closed.
Where we offer free shipping included in the price, we reserve the right to deduct the shipping cost from a refund where an item has been returned to us due to our correct description of the technical specification/s & use of the item/s being different to what the customer's technical specification/s are.
To be eligible for a return your item must be:
- Unused and unmarked and in it's original condition. It must also be in the undamaged original box/packaging along with screws, all parts and instructions supplied. We cannot accept any other item/s as a substitute.
- Care must be taken with the packaging of returned goods.
- Please do not apply tape to the boxes the goods were supplied in
- If damage is found on returned goods, we reserve the right to refuse the return.
- Include the reason for the return.
We can only accept the original goods in their original condition. We reserve the right not to accept the return. Returned goods must be unused and unopened purchased items. If you have damaged the item/s and/or the packaging that the item was housed in e.g. it's box, we reserve the right to refuse the return.
We are not responsible for any loss of goods or damage during transit whilst being returned to us.
We will make the reimbursement using the same means of payment as you used for the initial transaction if a refund is approved.
The deadline is met if you send back the goods before the period of 14 days have expired.
Items which are faulty or damaged in transit, in which case the return postage will be paid by us once we receive the item back for checking and inspection.(except for any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We do inspect returned and faulty goods.
Please note: For faulty/damaged items we will request more information such as a detailed report with photos from the installer/qualified electrician as to how the item/s have been wired and what if any the type of other items such as lamps with full specifications with the item is connected to before sending any items back. If we request such information such as a report as detailed above, the nature of the problem and pictures of the fault/damage and the information is not supplied to us prior to the the item being returned, we reserve the right to refuse the return. We will require a period of time to allow us to carry out checks and inspection of the item/s. We may contact the manufacturer in respect of the fault.
If returned goods are not faulty or have not been damaged in transit on our inspection, we reserve the right to refuse to refund. We will make a payment request to charge you for the return postage.
Refunds takes approx. 3-5 working days to process back into bank account.
Custom made, specially ordered and customised items such as cable cut to order are non-returnable.
We require payment upfront for non-stock items that are specially ordered. We cannot cancel these orders once placed with the manufacturer.
Special Orders:-We will endeavour to quote you an accurate delivery time however there are some circumstances beyond our control where the manufacturer has to extend the delivery time. If this happens we will keep you informed.
Quotations-prices are only held for 7 days from the date of the pro-forma or quotation.
We cannot accept BFPO orders.
We do recycle materials as previously used packing materials in order to be environmentally friendly.
Went Vale Electrical Ltd
Unit 21 Ferrybridge Business Park