Carrier / Delivery Insurance

When your delivery arrives you must check the box count and condition of the order before signing. When signing for a delivery, you are confirming that you have received the items in good condition. The insurance is invalidated if the items are left unsigned for, for any reason or you do not note 'shortages or damages' when signing. Please note the driver can’t report back any insurance claims or inform the sender this is down to you and must be done within 24 hours. Instructions must be followed to ensure you can make a claim.

As you sign -

  1. Alter the total box count if it differs from what you have received and note the word ‘shortages’ or ‘refused....’ in the signature area. Please take care to note how many you refused from the total order.
  2. You must write the word ‘damages’ into the signature box if for any reason you are not able to open the boxes to examine the items or if you can see any damage to the external box. This enables you to be able to process a claim should one be needed.
  3. Finally you must contact the seller at sales@ucd.uk.com within 24 hours detailing what is missing or damaged (photos can be requested to pass onto the insurer). Because the insurance is via a third party it is essential these instructions are followed. This also applies to gifts and direct deliveries.

Failure to note damages or shortages or requesting goods are left unattended or unsigned for or failure to contact the seller within 24 hours of the delivery with details will invalidate any insurance claim.

The buyer accepts responsibility and costs incurred in full if accepting a damaged delivery. The seller is not responsible for damages or personal injuries occurring once the delivery has been signed for as received in good condition and / or by signing the delivery note. The seller requests the buyer refuses damaged deliveries that contain glass, cleaning products or leaking liquids and contacts the seller to request redelivery.

Failed Delivery

Delivery refusal or repeated failed attempts to deliver resulting in the delivery being returned to the sender - The buyer may where this occurs be charged by the carrier for both the delivery and the subsequent return of the order, therefore any refund will take into account these full costs.

Where the delivery failure is due to the carrier and the seller is able to claim from the carrier this will not apply. Items can either be refunded or resent in this situation. Please note the seller is in no way responsible for costs incurred of any kind due to late or delayed delivery.

Special Delivery

If the buyer requires special delivery of any kind please request this at the time of ordering. It is possible an additional fee will be requested. Special delivery includes the requirement for tail lifts, timed, weekend delivery, bank holiday delivery, booked in delivery or specific packing requirements.

The buyer can on request use a delivery note with no prices displayed stating you the customer as the sender (for gifts and third party sales) or substitute the seller delivery note for one designed by you, the customer.

Please contact us by phone on 01233 840296 to make arrangements and email sales@ucd.uk.com over any specific details.

Unwanted Items (unopened)

The seller does not refund unwanted items. The seller may opt to repurchase an unwanted item from you but the price will be adjusted accordingly and take into account the costs of dispatch and the condition of the items on receipt - this is at the seller’s discretion and may be in the form of an account credit. The seller reserves the right to refuse returns of unwanted items. Please complete the online form ‘returns request’.

Faulty Items (with packaging)

Within 7 days of purchase the seller may agree to take back faulty items. These must be undamaged and include the original wrapping. Items must be appropriately packaged for returning, as any damages in transit due to inadequate packing will affect the refunded amount. After 7 days mechanical failures are based on the manufacturer’s warranty and discretion. We recommend keeping all original packaging for the duration of any warranty. Most mechanical items are back to base warranties and therefore return carriage is charged in full. Having the original packaging helps ensure returns for repair are safe from damage. Products must be used appropriately for their purpose and kept in a decent and maintained condition for warranties to be valid. Misuse of products invalidates the warranties. Please complete the online form ‘returns request’.

Complaints

While we do our best to ensure every customer experience and purchase is perfect we understand that perfection is an impossible task. If something goes wrong or you have feedback we welcome the opportunity to improve our systems and correct failures. Please keep any product until requested to do otherwise and we recommend taking clear images in case these are required. Please complete the online form ‘returns request’ ensuring you leave full details of the complaint. You may also phone through complaints on 01233 840296 or email sales@ucd.uk.com stating ‘complaint’ in the subject. It is our policy to follow up on all complaints within 7 working days and resolve the complaint within 1 month - this is due to the international nature of our products.

Credit Accounts

Please note the seller full terms and conditions of sale apply. Our terms are 30 days from the date on the invoice. For customers who pay on Statement (by our agreement) the payment is due by the end of the month on which the due date falls (i.e. invoices in month one are due at the end of month two). We allow 7 days for receipt. Accounts not paid within these terms will be placed on stop to avoid any debt growing and this will stop any deliveries until payment is received. If you have any problems paying or predict a late payment it is essential you contact us. Our accounts are linked to credit scoring (Experian) therefore late payment may register on your credit history details and repeated late payment will result in the removal or reduction of the credit offered which can also affect your credit rating.

Pro-forma Accounts

Delivery will be dispatched or released for collection on receipt of cleared funds only. Pro-forma orders are subject to stock until full payment is received. Sales Orders may be deleted if the seller hears nothing from you for 7 days after the order is placed and no payment is received. Please note we do not accept cheque payment. Payment must be via cash, card or BACs transfer. WHile the seller will do all they can to reserve stock while awaiting payment - please note this is not guaranteed.