/FAQs
FAQs2020-06-11T13:27:01+00:00

FAQs

Q1. When should I book my tradesperson?2019-08-12T16:56:04+00:00

Please wait until all your goods are delivered and you are 100% sure that everything’s ok before booking any installer. We currently endeavour to dispatch and deliver within 2-3 working days, but sometimes items may be on back order with the manufacturer awaiting stock delivery. We are not liable for any customer loses resulting from external arrangements beyond our control. Please see our Terms & Conditions page for full details.

Q2. Can you supply me with a particular item I have seen elsewhere?2019-08-12T17:07:13+00:00

We’ll certainly try! Just e-mail us with a description and/or part code for the item and where you saw it. We’ll do our best.

Q3. I want to order, but I don’t have a trades person yet! What do I do?2019-08-12T17:09:19+00:00

Please order and take delivery of your products before booking a tradesperson for installation. You can still take advantage of our low prices, take delivery of the goods and ensure you have everything ready for when the installer arrives. Remember that after you’ve purchased your items we can store them for up to a month which should take the pressure off a little (just indicate this in the ‘customer notes’ box upon checkout). If you are unsure about the product being suitable for your needs, we recommend that you contact the manufacturer of the product directly and explain your requirements. This allows for you to consider the most accurate information. Details of all manufacturers can be found on the Brands page.

Q4. Do you offer quantity discounts?2019-08-12T17:09:41+00:00

In some cases this is possible, please email your enquiry and we’ll get back to you with information as soon as possible.

Q5. Is there a delivery charge?2019-08-12T17:11:55+00:00

Please see our delivery page for the latest updated information. The Basket and Checkout pages also allow for a ‘shipping estimate’ to be calculated for the selected product(s) based on your input of county or postcode etc.

Q6. How long are your guarantees?2019-08-12T17:11:59+00:00

Product guarantees are provided by the manufacturers of the products. Every manufacturer has there own guarantee terms. In general, all products carry a minimum of 1 years guarantee. Some manufacturers extend warranties for up to 25 years. However this may be conditional based on your product registration with the manufacturer. Please contact the manufacturer of your product for further details and for their full terms of what your guanantee includes.

Q7. Will my order be delivered complete?2019-08-12T17:12:34+00:00

We always try to deliver all your items together, but in some circumstances items may arrive in multiple deliveries if they are being sent from different warehouse locations etc. In this instance, we aim to send you a ‘Part Dispatched’ e-mail notification indicating the product that has been dispatched on that occasion.

Q8. What methods of payment do you accept?2019-08-12T17:12:48+00:00

We accept Visa, Visa Debit, Visa Electron, Mastercard and Maestro. All payments are ‘server integrated’ with the payment gateway provided by SagePay. Therefore if you order online with us, no one (including any of our staff) ever see or have access to your payment card details as our database does not ever take or store them. We receieve a payment to the value of your order and in the case of a refund, would simply reverse the destination of the funds, still not requiring your payment card information to complete. SagePay is a PCI Level 1 Compliant Service Provider, giving you peace of mind. Look for the green address bar and/or padlock icon on your browser when entering your payment card details.

Q9. Can I purchase without VAT as am registered as having a disability or special needs?2019-08-12T17:13:07+00:00

If you are disabled or chronically sick VAT is often not payable on purchases that are required to assist you and help maintain your quality of life, as long as goods are to be used by you and they are going to be installed by a professionally qualified installer.  If you qualify for VAT exemption, please contact us with your proof-of-status and we will be able to either process your order without VAT, or deduct it retrospectively based on what we deem appropriate. Please contact HMRC to find out (1) if you qualify and (2) how to prove this VAT exemption.

Q10. Do you offer installation?2019-08-12T17:13:28+00:00

Being based in the South of England, our parent company HTS Studios Ltd is sometimes able to offer installation and other services in this area. E-mail us for details.

Q11. Will I get an order confirmation?2019-08-12T17:13:50+00:00

You will automatically receive an e-mail confirming your order shortly after you have placed it online. This will detail your order and the products. You may also receive other e-mail updates if applicable.