Help & FAQs

Domestic customers will not face any restocking fees. Businesses and organisations may incur a restocking charge for returning unwanted goods, this will vary depending on the product being returned.

Our sincerest apologies for any faulty product(s) you may have received. In the first instance please contact our sales team ASAP to report the fault, they may require a description of the fault alongside supporting images to be sent via email in order to assess the situation.

The return and refund process is carried out on a case-by case basis. We will either arrange for the faulty items to be collected and issue you with a replacement/refund, or ask for you to return the products and reimburse you for the cost of returning it plus the required refund.

We are extremely sorry if your order was damaged in the delivery process. Please contact our sales team ASAP to report the damage

We understand that sometimes the products you order may not be as expected, or no longer required. Please always contact us before returning any goods so we can advise and arrange a collection service if required.

Please get in contact with our sales team as soon as possible, as your order may have already been processed and scheduled for deliver / dispatch.

Depending on the size or type of products you wish to return, the return address may vary. Please contact our sales team so they can advise on the return process and any necessary details.

Orders paid for using a debit or credit card usually take around 3-5 working days to appear in your account. Bank transfer payments take between 1-3 working days for the funds to be refunded to your account. PayPal transactions are usually instantaneous, or within the hour.

If you are ordering multiple items, some of these items may be held in different locations and will be delivered separately. The lead time for each product is clearly displayed on the product page. You will receive an email update confirming the lead times for each product in your order after your order is processed by our sales team.

Courier DPD will text or email before delivery, so you are able to divert your order if need to. Courier DX will attempt to delivery twice, if missed after the 2nd attempt the item/s will be returned to us. Please note that any missed deliveries sent on a pallet service may incur an additional delivery charge to re-arrange the service. Please contact our sales team if you need more information on re-arranging a delivery.

Products that require a forklift for offloading will be clearly marked on the product page, and will require confirmation that a forklift if available at the delivery address before they can be ordered.

If you require your order to be left at a different address or with a neighbour, please contact our sales team to discuss your requirements and make the arrangements.

If something appears to be missing from your order, we please ask that you check your order and any packaging thoroughly, including the inside of tanks and under lids, as small parts are often stored there for safety. Please note that some of your items may have different lead times and will be delivered separately. Mistakes can sometimes happen, so please contact our sales team with your order number and details of the missing product(s).

Depending on the courier or delivery service provider used to deliver your order, a signature may be required upon delivery; however, they may ask for verbal confirmation that you have accepted the goods at the correct location.

As we do not currently offer timed delivery slots, we do ask that someone is available at the delivery location between our standard delivery hours of 8am – 6pm, Monday to Friday. If this is not possible, please contact our sales team who will do their best to assist with your circumstances.

If a product is available on a next day delivery service this will be clearly written on the product page and available as an option upon checkout. We do typically require the order to be placed before 1pm, Monday to Friday. If you have an urgent requirement, please contact our sales team as soon as possible and they may be able to assist.

Each product has its own estimated lead time, which is the time it takes from placing your order until it is delivered to your chosen address. While we endeavour to deliver everything within these windows, occasionally circumstances beyond our control arise. As such, please be aware that these times should be treated as an estimate only. If you need something delivering by a specific date, it is always best to call and speak to our team in advance of placing your order.

You will receive an email or text with tracking details.

If you would like to change or update anything on your account, first navigate to the Account web page and then login to your account. You are then able to amend any of the stored details within your account.

Registering for an online account has a host of benefits including being able to store your billing and address details to speed up placing orders and accessing your order history online.

Each product will have the delivery cost for a single quantity/minimum order quantity displayed on the product page.

To change an address on your order, please contact our sales team with your order number and they will be able to help.

To place an order for a large or bulk quantity, please contact us with the product details, quantities, and required delivery address.

For a bespoke quote please provide us with your delivery address and details of the products that you require. We aim to respond to all quote requests within 48 hours.

We happily accept orders from businesses across the UK on a daily basis.

The majority of our products do not require a minimum order quantity, however any that do will have this clearly stated on the product listing prior to purchasing.

We welcome orders from Home and Domestic customers who aren’t affiliated with a business or enterprise.

Upon placing your order you will receive an confirmation order from our sales system to let you know that we have received your order.

Our sales team are happy to process any orders placed by telephone, and deal with any additional questions or enquiries you may have.

If you are experiencing any problems with placing your order via our website, you can use our live chat feature on the website or alternatively please get in touch with a sales team who will be able to assist you.

We guarantee our prices to be competitive, but if you do find a product for less from one of our competitors, we will try our best to match or beat the advertised price. We also endeavour to price match like-for-like quotes.

If you placed your order online, your order confirmation email is also your VAT invoice. Orders placed over the phone or via email will also receive a confirmation email. If you have not received your email, please contact us and we can re-send the invoice or direct it to a different email address.

In rare occasions errors can occur during the order process. In the majority of cases errors are related to your payment method and the automated security checks carried out by our payment system.

If you have experienced an error at the checkout when entering your payment details, it is most likely that we will have a record of your order and will be able to recover it. In this case, please contact our sales team and they will be able to advise and help to resolve any issues.

If you have a valid promotional code which has not expired, please contact our sales team who will be able to refund your order for the discounted amount.

We often send out promotional codes via our email newsletter. If you have received a code, add your required products as usual to the basket and then navigate to the ‘Apply Discount Code’ dropdown on the basket page. The discount code can also be entered in Checkout before payment is made.

We display both prices including and excluding VAT on our product pages to ensure you are fully informed of all costs. A full breakdown of your order total is shown on the basket page, including the sub-total (ex VAT), delivery costs, and the VAT.

3D Secure is a fraud prevention scheme provided by VISA and Mastercard. This additional step allows customers to create and assign a password to their card which is verified whenever a transaction is processed through a site that supports the use of the scheme. The addition of password protection allows extra security on transactions that are processed online.

All payments are processed via a secure online system provided by SagePay/Elavon. We do not store or view any card details and they are only used to process your transaction. They are securely encrypted and stored in the system should a refund be required.

Orders can be placed and paid for using a VISA, Mastercard or American Express credit/debit card. Payments can also be made via bank transfer, official purchase order (public sector only) and Paypal, Google Pay or Apple Pay*. *Apple Pay available on compatible iOS, iPadOS or MacOS devices only.

Periodically, we may change the range of products available on our website. If you have previously purchased a product which is no longer available, or were planning to purchase a product from us, please contact us so we can locate a suitable alternative.

We will do our best to supply spare and replacement parts as needed. If we do not have them in stock, then we will liase with our manufacturers and suppliers to advise on arranging servicing and providing the correct replacement parts and technical support.

The majority of products will have a safety data sheet available for download on the main product page. In the event that a product does not have a suitable download, please contact us and we will be able to provide one.

All of our products come with a 12 month warranty as standard. If a product has an extended manufacturer’s warranty, this will be clearly stated on the product page. We will happily assist with the claims and replacement process should your product fall into the time period covered by the warranty.

Unfortunately, we do not currently offer a hire service at this time.

Samples can be ordered at a charge which is deductible from a full order. Please contact our sales team so we can work with you to find the best solution for your requirements. Please note that you will be responsible for covering the cost of returning any unwanted samples.

The majority of products will have a technical data sheet available for download on the main product page. Please contact us if you require any further information or to request any additional data sheets.

We have an auto-complete search box in the header of every web page, in order to make our search function as helpful and responsive as possible. You can search by word or product code.

All products displaying an ‘In Stock’ label are currently held in stock on a 2-3 working day lead time.