Trading Terms and Conditions
PLEASE READ THESE TERMS & CONDITIONS CAREFULLY
BEFORE USING THIS SITE & COMMITTING TO ORDERS
OVERSEAS PARCELS including Southern Ireland.
Since Brexit, please be aware that if you are in Europe and you are VAT exempt, YOU will have to pay custom charges/duties before an attempted delivery of your parcel.
BEFORE the parcel is attempted delivery and before customs send you the payment details, they must first receive your PID (personal identification number if you are a private individual) or if you are a business, your EORI number AND your VAT number AND your B2B French VAT number if applicable – please check when ordering what information you must provide.
It is REALLY important that you provide ALL the information to us. We try our best to check all orders before they are dispatched to ensure they have the correct information on them. If we think something is missing, then we will email you to request it before we dispatch your order. However our couriers do change their guidelines often without informing us therefore we may need to request other information after your parcel has already been dispatched. You will need to provide the information ASAP to avoid a return.
Any orders being dispatched to Germany, will receive a separate email BEFORE the payment email link called ‘power of attorney’ This MUST be accepted. You should then receive a separate email to pay your duties and fees. These emails are only valid for 12 hours.
Any orders being dispatched with our courier’s road that travel through France, must also have a French B2B VAT number, otherwise it cannot travel through France and the parcel will be returned.
Please make sure your EMAIL ADDRESS and MOBILE NUMBER are correct on your order as this is how you will be contacted to pay once customs have checked your details. This is also how we will contact you.
All email links for an overseas customs payment are usually only valid for 24 hours max – so please be prompt in paying the fees. The email may go to your Junk/Spam email file, so once you have your tracking details with our couriers, it is important to keep an eye on your parcel and emails.
IF any of your details (including EORI, PID, VAT or French B2B numbers, address, phone number or email address etc.) are wrong or missing then your parcel WILL automatically be returned to us.
It is really important that you keep a very close eye on your emails (and your junk/spam email folder) as soon as you know your parcel has been dispatched from our warehouse, right up until you receive it.
ANY parcels returned to us where the customs/duties have not been paid, the power of attorney hasn’t been accepted, if any numbers required from customs (VAT, EORI, PID, French B2B VAT number etc are missing or are wrong, If any of your details/address is wrong or missing or the parcel is returned to us for any other reason, then your order will be refunded MINUS the original carriage charge AND minus a return to sender fee – Please note: If you paid with a BACS transfer, a currency conversion fee and bank transfer fee may also be deducted for your final total. If you want us to resend the parcel after it has been returned, you will be required to pay for your shipping again PLUS the return fee that we get charged.
Northern Ireland Orders:
Currently, As far as we are aware. Northern Ireland only requires a TSS code (Trading Support Service Code) if you are a company registered and trading in Northern Ireland. We will request this from you before we dispatch your order if you haven’t already provided it.
Please note our TSS, EORI and UK VAT numbers are all present on our delivery notes and invoices.
Pricing
1. Prices are valid at the time of placing the order, but are subject to change without notice. Although we make every effort to ensure advertised prices are correct, there may be occasions where an incorrect price is advertised. Under these circumstances we are not obliged to supply goods at the advertised price where there is an error in any said price.
Delivery
2. Delivery of goods that are in stock will usually be despatched the next working day. UK mainland deliveries are typically 3 working days, other destinations will vary. Items out of stock will be placed on back order and supplied when available unless otherwise stated when placing an order. Customers will be advised of any delay that may affect their order. Any item on back order, can be cancelled at any time, with the exception of items that have been specially ordered or built which cannot be cancelled without our prior agreement.
Receipt of Goods
3. DO NOT ACCEPT A PARCEL UNTIL YOU’VE CHECKED IF THE PACKAGING IS DAMAGED. THIS MUST BE SIGNED FOR AS DAMAGED TO ENSURE A CLAIM:
Please check your parcel as soon as it arrives. Any damage, missing or incorrect items MUST be reported to us via email within 3 days of receiving your parcel to ensure a claim is valid. For damaged items, please include photos of the item(s) as well as photos of the packaging and the label on the parcel which includes your address details and the tracking number. Please keep all packaging until we state otherwise as the couriers sometimes ask for additional photos. Without the photos, the claim can be rejected.
No claims can be accepted outside this period.
NOTE: Please note, Couriers will not accept responsibility for lost, stolen or damaged parcels if you request that they are left unattended. For valid insurance on parcels, the courier must physically give you or a designated person the parcel and obtain a photograph for proof.
If we are dispatching your order from our warehouse, we are only responsible for your parcel until the courier has collected it. Once it has left our warehouse, the responsibility becomes the couriers, unless the parcel is left unattended as stated above.
If your order goes direct from one of our suppliers, we do not accept any responsibility for your parcel. That is down to the suppliers and couriers they use. Please note their terms and conditions may differ from ours.
4. UK Offshore carriage: Scottish Highlands, Northern Ireland, Sottish Islands, Channel Islands, Isle of Man, Isle of Wight, other offshore UK islands will incur a carriage charge, which will be calculated on checkout or already calculated on your proforma invoice. Postcodes of these destinations are available on request, also available to view on the checkout page when you choose EXCLUDING UK offshore.
For parcels outside of the UK, please contact us for prices and terms.
Payment
5. Full payment is taken at the time of order online. We accept most UK credit and debit cards, as well as PayPal. Some debit cards may not be useable for mail order transactions. We do not accept American Express, Diners Club or JCB cards. The payment card MUST be registered to a UK address. If you prefer to pay with a BACS transfer, please contact us to place an order by phone within business hours. We can set up proforma invoices, however goods are not sent until payment has been made in full and cleared.
Please note: If you are paying for goods via a BACS transfer, either on-shore or off-shore, you are responsible for all bank charges and if applicable, any currency conversion fees as we will require the full invoice amount before we can send your order.
6. For security reasons, when placing an order, you must give your full name, billing address postcode and country, which must be the same as that held by the payment card company and complete all card data fields. Failure to do so will delay dispatch of your goods. All goods remain the property of Wrekin Water Filtration Ltd. until full payment is made.
Please note: For security reasons, we can only take card payments over the phone if your card is registered to a UK address. If your card is registered outside of the UK please call us for a proforma invoice - these can be paid with a BACS transfer (See note above regarding fees) or via a PayPal request.
Order cancellation and returns
7. Apart from special orders* and machine spare/service parts, goods purchased from us may be returned within 7 days of receipt.
Customers will be required to return items at their own cost unless otherwise agreed in writing.
We must receive notification of your intention to return the goods in writing by post or email BEFORE the goods are returned. We will confirm acceptance and method of return with a returns reference.
Any deductions/charges/fees will be made clear at the time of authorising such returns on our part
Returns without the unique reference code may not get refunded.
The goods must be returned unused and with any hygiene/cellophane wrapping unopened.
Goods returned used or opened will not qualify for a refund.
Refunds will be made within 28 days after receiving the order back.
This condition does not affect your statutory rights on the return of faulty goods. The return address of any goods will be the address shown on the delivery note unless we have agreed alternative arrangements.
*Special orders – This includes certain branded products, all machine spare/service parts, all resins, media and NeutraCalc, all specialist items that are made to order, any items that have been bought in from suppliers or imported in from overseas especially to fulfil your order. These items unfortunately cannot be returned under any circumstances.
Orders returned due to non-delivery
8. Any orders that are automatically returned to us from our couriers due to non-collection, incomplete addresses, Customs/Duties not being paid or any other reason, you will be refunded MINUS the original carriage charge, MINUS the return to sender charge and minus an Admin charge.
We will email you on receipt of the returned parcel giving you an option to contact us before we refund your order.
If you wish to have the parcel resent to you, then you will have to repay the carriage charge and the return to sender fee before we resend the goods.
If you wish to have a refund, then that will be processed minus the fees as stated above.
Wrekin Water Filtration and its subsidiaries are governed by the 'Distance Selling Regulations'.
Order processing
9. Orders placed on the website are processed with as little delay as reasonably possible. For this reason, we cannot guarantee that further instructions from customers will/can be acted upon. We advise any customer who is unsure of the product(s) they intend on ordering, to contact us prior to placing an order so a member of our sales team may assist.
Please Note: Pro-Forma invoices.
We can set up proforma invoices for customers to pay with a BACS payment. (or a card payment over the phone if the card is registered in the UK) however it is the customers responsibility to check ALL the details are correct on the proforma before they make a payment.
Any errors, misprinted information, change of goods or change in delivery/billing address, phone number etc. must be made to us by the customer via email or a phone call BEFORE the payment has been made.
We will then update the proforma invoice, to ensure the details are correct, and will resend the updated proforma for the customer to check again. If everything is correct then payment can be made.
Once we have received a payment, we accept that to mean all the details are correct and we have the authority to go ahead to process your order.
We will send you your VAT invoice (non-VAT invoice if exempt) to acknowledge the payment has been received and you know that we are now processing your order.
An email dispatch confirmation will be sent once your order has been dispatched with the relevant postage/tracking details.
Should we receive correspondence from the customer AFTER payment has been made, the invoice has been sent, after items have been dispatched or if the order has been delivered to the delivery address stating any discrepancies in the order (whether this is an error with the products ordered, or the details we have been given), whilst we will try our best to resolve such issues, it isn’t always possible as once items have been dispatched it is out of our hands and such changes cannot always be made.
On some occasions, we may be able to rectify certain issues however if we receive extra charges to rectify these issues then these will be the customers’ responsibility to pay.
Private Water Supplies
10. We endeavour to give our best possible suggestions for products and treatment but cannot accept responsibility for system performance guarantees as variations in the incoming water quality and other site conditions are beyond our reasonable control. Equipment provided is on a supply only basis, unless otherwise agreed in writing, and we strongly recommend that such equipment be installed by a qualified installer. We accept no liability for poor installation, commissioning and on-going maintenance of the equipment.
Please note that we do not accept responsibility for UV bulbs. UV bulbs do not have any warranty. This is because of site conditions. Any leaks from the sleeve, or condensation on the bulb will cause the bulb to blow. Unfortunately we cannot accept responsibility for this. It is the customer/installers responsibility to check the conditions are right for the UV bulbs.
Privacy
11. Any details held will be used only by Wrekin Water Filtration Ltd and the Courier(s) we use. Data will not be passed on to any other parties.
Please note, if your order goes direct from our factory on our behalf, we have to pass on your name, address, phone number and email address so that they can process your order. We have been assured that your phone number and email address is solely for the courier. I have also been assured that none of the suppliers I use pass any data onto 3rd parties.
What you will receive from us and our couriers.
As standard, you will receive your order confirmation, VAT/NON-VAT invoice, order dispatch confirmation and order updates from the courier via email.
You may receive order updates from the courier via text messages if you provide a mobile number at time of order.
If there are any issues/questions regarding your order, then we will contact you via email or telephone. This is so we can resolve things quickly and process your order in a timely manner.
If there are lead times for the products you have ordered, we will keep you updated via email.
If you purchase consumables, you will receive an email reminder from us when your consumables are ready to be changed. Occasionally we may send you details of special offers, promotions or new price lists.
If you would rather not be part of any of these direct mailings, please state this when ordering or reply back to any email and we will remove you from our system.
Unacceptable Behaviour & Aggression Policy
12. We appreciate that when contacting our company you have done so with a reason that is important to you and we are here to help and assist as much as we can. We cannot always address issues immediately, but if we can resolve a problem we will endeavour to do so. However, we believe the rights of our staff to work in a safe and non-threatening environment are important. While we will do our best to assist you, you will appreciate we cannot tolerate abusive or aggressive behaviour towards staff, verbal or otherwise.
Our company has an Unacceptable Behaviour & Aggression Policy which does not tolerate certain behaviours, including:
- Verbal abuse, threats, swearing, personal abuse directed at staff or offensive remarks
- Acts of written or verbal abuse including of a discriminatory, intimidatory or threatening nature
- Unsubstantiated, vexatious or defamatory allegations about our employees
Our policy is to document all instances of abuse and record this and make available such records to relevant authorities or as evidence in court. Continuing abuse or aggressive behaviour could result in your call or correspondence being terminated.
We, Wrekin Water Filtration Ltd. Have the right to cancel and refund any orders based on current or past aggressive behaviour. We will not tolerate it.
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