Q) Do the product selling prices include VAT?
A) No, the prices shown on the website do not include VAT, these are added at the payment stage.
Q) Are there any restrictions on online ordering?
A) Our Buy Online systems are currently available for customers with UK delivery addresses* only. *England, Scotland and Wales. Excludes Offshore Islands and Scottish Highlands.
Q) Is there a minimum order size?
A) No! We accept all orders, no matter how small, on all standard products.
Q) How do I order?
A) Follow the 1 – 6 easy steps making your choices at each step.
Q) Can we order spare parts?
A) Yes, if you go to the Accessories page, just select the item and quantity required and proceed to the payment stage.
Q) How long will it take to get what I order?
A) Normally 7 –10 days and by courier which requires a signature on receipt. If items are required sooner then please contact 01969 667487
Q) How much do you charge for shipping?
A) This varies according to the type and quantity purchased. Whilst guidelines are given the accurate cost is displayed at the payment stage.
Q) How can I pay? Is it safe to use my credit card?
A) Customers must pay by major credit card. Other payment options may be available offline, through phone or fax orders. Please speak with our Sales Support team to review your options.
Q) Does my order billing address have to match my card billing address?
A) Yes, due to the strict fraud screening processes your card billing address must match your order billing address, or your order will not be processed. Different despatch addresses can be used.
When Your Order Arrives
After you receive your merchandise, please be sure to open all boxes and check the contents immediately for defects or inaccuracies as Outhwaites must be notified of any damage, shortages or other order problems within 24 hours of receipt of products. Failure to do so may jeopardize your right to a refund.
Products Damaged During Shipment
If the packaging appears damaged on the outside, please refuse to accept it from the carrier or make a notation on the proof of delivery slip that the items are damaged.
If you do accept a damaged shipment you must inform us immediately as claims for damaged goods must be presented to the carrier within 24 hours of receipt.
Outhwaites will not be responsible for visible shipment damage not reported to us within 24 hours of receipt. If the packaging appears undamaged but there is "hidden damage" to the products inside the packaging, contact Outhwaites (01969 667487) within 24 hours of receipt. We cannot accept "hidden damage" claims after this period as we are unable to pass on claims to the carrier after this time.
Summary of Non-Returnable Items:
Custom items incorrectly ordered by customer
Items that have been installed
Items that are not brand new and/or where contents that were shipped in the original order are missing
Items not adequately packaged
Incorrectly Ordered Products/Restocking Fee Policy
From time to time it may be necessary to return an item that was incorrectly ordered (except custom items). If you wish to do this, please contact our head office on 01969 667487.
Incorrectly ordered products or general merchandise returned within 30 days of invoice date are subject to a 25% restocking fee plus the cost of freight for inbound and outbound shipping regardless of whether or not a reorder is placed. This deduction will be made from your refund automatically.
Please note that items returned after 30 days from the invoice date are subject to a higher restocking fee or may not be returnable at all.
Tel: 01969 667487 Fax: 01969 667576