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FAQs

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How should I sign for the goods?


You should inspect your goods as soon as you take delivery. If you notice any damage, this is to be reported to your carrier by writing on the docket. Please sign as damaged if you carrier will not wait. Claims for damage must be submitted to us, in writing, within 24 hours of your delivery. Photos of damaged goods MUST be taken before the item is sited.

Is installation included?


Installation is not included in our prices, but can be offered at an additional cost.


If you choose to take advantage of this service, our qualified engineers can carry out any installation required. They will start by making sure you have sufficient gas or electrical power and determining whether or not your appliance can be safely moved into your kitchen. There may be instances where some equipment can be made smaller to fit through narrow doorways. 


Prior to installation, pipe size, distance from meter and the amount of equipment being fed from the meter should all be considered. In the case of larger schemes, we may suggest a full-site survey to identify any problems and to make sure the equipment you choose is suitable for you. 


Should you have any further queries, please do not hesitate to contact us at any point in your purchase journey.


How about delivery?


We are proud to offer free delivery on any item over £100 to all UK Mainland destinations. If you spend less than £100, you will need to pay a £10 post and packing fee. Should you require offshore delivery via air or sea freight, please contact us for a quote. 

Our standard delivery option is kerbside only, with installation and siting incurring an extra cost. It may be possible to arrange a timed delivery, so please let us know if this is something you would prefer. As our deliveries are sometimes made by large vehicles of up to 18 tonnes, you must let us know if your site can only be accessed by smaller vehicles. All abortive deliveries will be charged if you fail to inform us of these requirements beforehand.

How soon will my product be delivered?


Standard delivery takes 2-3 days, but we may be able to get your item to you as early as the next day for an extra cost. We will always inform you of expected delivery time for special order items when you make your purchase. 

If you require a product very quickly, we may be able to help. Please check with us by  emailing [email protected] or calling us on 0800 917 4172. 

Are all of your items in stock?


We have many ex-stock items that are available for immediate delivery. If your product is made to order, it may have an extended delivery period. For further information, please email [email protected] or call us on 0800 917 4172. 


What is your return and cancellation policy?


All returns are subject to a 25% handling fee. This is to cover the cost of labour, admin and restocking. Your item can only be returned in its original packaging, unused and undamaged. 

Please call us to discuss the return of your item. Once you have agreed to the charges and we have received the item back at our warehouse, you will receive a refund or a credit note minus the charges listed above. 

There may be times where we cannot take back special order/bespoke items. Please contact us for clarification.


What is your warranty period?


Most of our equipment comes with a 1-year parts warranty and a 1-year labour warranty for UK Mainland customers. Some items have an extended warranty, which will be stated in the product description. 

To remain eligible for the warranty, you should ensure that your product has been installed and is regularly serviced by a qualified engineer. Your warranty is invalid if your product has not been kept clean, or you fail to fit water softeners where required. If your equipment is not used as it should be, it will not be covered by the warranty. 

Items that are not covered by the warranty include gaskets, pizza stones, light bulbs and glass panels. Please contact us if you require clarification. 

How do I place a warranty call?


Should you wish to make a claim, please call us on 0800 917 4172 or email [email protected].  You will need to have your model, serial number and date of purchase to hand. 

How can I make payment?


You can shop online and make a purchase via our securite online payment facility. We accept payment by credit/debit card or bank transfer. Check payments may take up to 7 days to clear. 


Your order can also be processed by phone, fax or email. Our office hours are 9am-5pm, Monday to Friday. Should you wish to open a credit account, please email [email protected]

Can I open a Trade Account?


Yes. Should you wish to be considered for a trade account, please call 0800 917 4172 or email [email protected]. We will also be able to discuss trade discounts.