Customer Help & Procedures

Acceptance of your order

Acceptance of your order and the completion of the contract between you and us will take place on despatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled it.

As a rule we do not accept orders to be delivered to a building site. If you put an address down that IS a building site, we will NOT accept any liability for loss of the goods and orders are at your own risk. In the event that an order is delivered but does not end up with the person who has ordered them, we will not compensate you nor resend any lost goods. This only applies to orders that have been sent to an address that is not actually a permanent fixed address such as a building site. We recommend that you always get your order delivered to a permanent fixed address.

As a rule we do not accept orders to be delivered to a shipping / freight forwarding company.

Please note that bulk orders to a business are classed as special orders. On acceptance of your order it is assumed by us that you have verified and examined the product that you are ordering in quantity as cancellations and return of unwanted goods ordered in bulk will not be accepted. For the avoidance of confusion bulk orders are in general orders of over 10 units of a small/medium size product and over 3 units of a large size item.

We carry out in certain circumstances identity checks to verify the person ordering is who they say they are. We use the information to fulfill orders and customer requirements, deliver orders, process customer payments, and ensure a good level of customer service.

In some circumstances we may send a letter to verify that the cardholder lives at the supplied address, and reserve the right not to accept your order until that letter has been responded to in the correct way.

In extreme circumstances where security is in doubt, your order may be not accepted or it will be cancelled if previously accepted.


Please consult the list of customer help articles below for help with using our website, procedures regarding placing your order, and for our specific terms & conditions. Please click on a help topic below to get more information :




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