Shipping Information
For standard products purchased we will endeavour to despatch your goods within 1 business day of your transaction being completed. Custom made products will usually be despatched within 7 working days of receiving your order subject to manufacturing processes . Vitreous stove pipes - matt black, gloss black and accessories are usually ex stock and despatched within 1 business day of an order being placed. Ivory, blue black and white parts are despatched approximately 5 business days from an order being placed. Small items will usually be sent by Royal Mail recorded delivery. Larger or heavier items will be sent via our chosen courier service provider with a tracking number being issued once your goods have been despatched. All timed services are expected to be delivered next working day (for orders placed before 1pm). Next day services are expected to be delivered next working day for the majority of UK Mainland & Northern Ireland addresses. For remote locations such as Scottish Isles and Outer Scottish Regions delivery may take 2 to 3 days. A signature is required on delivery from someone at the specified address. All items must be checked for damage before signing for the goods. If you are unavailable on the scheduled delivery date, the courier should leave a calling card and take the parcel back to your local depot. The delivery should then be automatically attempted the next day. If delivery is still unsuccessful then your parcel will be held until you contact the courier to rearrange the delivery on a more convenient day. If there’s no one available to take delivery at the address specified you can collect the parcel from your local depot, with 2 forms of identification. If delivery has been unsuccessful after approximately 5 days and the courier has been unable to contact you, the parcel will be returned to us.
Tracking your order: You can track the status of your order whilst in transit at the respective websites which will be provided to you upon despatch of your order. Royal Mail Deliveries - Recorded delivery is only tracked at the point of delivery. In the event of non-delivery Royal Mail investigations are only initiated after two weeks have elapsed from the date of posting. For this reason we are unable to offer advanced replacements on any items lost in transit using this service.
Missing, Damaged or Incorrect orders: We endeavour to ensure that you receive your goods in pristine condition. If you notice that items are missing, damaged or incorrectly delivered, please contact our customer services department as soon as possible and not later than 72 hours after receiving the order on 01422 351322, or alternatively email info@fluetech.co.uk.
Failed Deliveries: Our couriers will attempt delivery to the requested address twice. If the second attempt to deliver fails then the goods are returned to the local depot where they are made available to collect. Goods are stored for up to 5 days after which they are returned to us. Following 2 unsuccessful delivery attempts all subsequent attempts will be chargeable at the appropriate rate. If goods are returned to us then a non-delivery charge of £15.00 will be levied. Redelivery of goods returned to us will also be chargeable at the appropriate rate. Wherever possible we will contact you to ensure delivery is successful, however in the event of us not being able to contact you we will hold returned goods until you have instructed us to re-deliver.
Liability All deliveries are subject to clearance of funds and stock availability, this combined with the third party nature of courier services means that, whilst we always try to keep to promised delivery dates, occasionally goods may arrive late. Invariably this is to do with factors outside of our control. For this reason we cannot offer guarantees on delivery dates or accept any liability for losses as a result of late deliveries.
Returns
In the unlikely event of goods requiring to be returned we have established a returns procedure which has been designed to cause you minimum inconvenience.
1.0 Suspected faulty Item
- Speak to customer services on 01422 351322. Items which are faulty must be returned within the warranty period (12 months standard warranty for most products).
- If the item is diagnosed faulty, we will do our best to provide a replacement within 3-5 working days providing the item is in stock at our warehouse.
2.0 Item missing or incorrect item sent
- Should you receive goods that do not correspond with the description of the ordered goods then you should contact customer services on 01422 351322 within 3 days of receiving the order.
3.0 Signing for goods
- All items must be checked on delivery before signing for the item. If the item looks damaged, please refuse the delivery and contact our customer services department on 01422 351322.
4.0 Damaged item
- For mail order goods only. In the event that you receive a damaged item, speak to customer services on 01422 351322 within 72 hours of receiving the order. A replacement will not be sent until the damaged item has been returned and inspected.
5.0 Unwanted or Incompatible Goods
- If you purchased the goods online and are a consumer (a private person buying for their personal use) then you may cancel your purchase at any time within 7 days of receipt by informing us in writing (email, fax or letter) and we will give you a refund of the price paid. It is a pre-condition to our acceptance of these unwanted goods that they are returned in an unused condition, complete, unopened and in a re-saleable condition (at your own cost).
- In order to return the goods to us you must firstly obtain a Return Merchandise Authorisation number (RMA) from our customer services on 01422 351322.
- The return will be authorised once the RMA is issued and you should then return the goods at your own cost and risk. It is your responsibility to ensure that the items reach us safely and in a satisfactory condition. We recommend that you take out insurance cover and that the goods should be sent by recorded or registered post or with a reputable courier. We cannot accept any liability for goods that are damaged in transit and would recommend that you ensure that the goods are sufficiently packaged to prevent this from happening.
6.0 When returning Items
- All returned items must be in original packaging. We will not be liable for any damage to items that are not adequately packaged and damaged in transit to us.
Please ensure that you enclose:
- Your RMA number
- Details of why you are returning the item
Please Note, if products purchased from us are found returned faulty due to accident, neglect or misuse you will not be able to return the item to us. This does not affect your statutory rights.
7.0 Contact
If you have any comments, suggestions, concerns or questions regarding this Returns Policy please e-mail info@fluetech.co.uk or write to the address below:
Returns Department
Fluetech Ltd
Unit 19
Drakes Industrial Estate
Shay Lane
Halifax
West Yorkshire
HX3 6RL
8.0 Frequently asked questions (FAQ’s)
Q. How long will it take for me to get a replacement item if I return a faulty product?
A. If the item has been with you for 7 days or longer from the date of delivery and you suspect the item to be faulty, the product will require booking in for fault diagnosis which usually takes in the region of 3 to 4 business days.
Q. Can I have a refund for a non-faulty item?
A. For mail order goods only, we will offer a full refund for an item returned within 7 days of purchase, in ´as new´ and resalable condition. After 7 days, our policy is not to accept cancellations. If you wish to return goods after 7 days then it is at our discretion and a credit note will be issued to you for the amount (if any) agreed. Any such agreement must be made in writing prior to any goods being returned.
Q. I purchased a defective item, can I have a refund on postage?
A. For mail order goods, we will only refund postage up to £15.00 on defective items within 30 days of purchase, after this period back to base warranty applies.
Q. I have returned an item and are due a refund, how long will this take?
A. Any refunds will be issued within 7 days of the item being returned to us for credit providing that the above conditions regarding returns have been met.
