Delivery Returns and Cancellations

Delivery

What Delivery services do you offer?

Our standard delivery service uses Interlink (part of the DPD Group) which guarantees your parcel will be with you within 24 hours of dispatch and can be tracked. You also get the benefit of DPD Predict, which provides you with a 1 hour delivery window so you know when you parcel is arriving. If the delivery window isn’t convenient you can change the date or choose to have it left with a neighbour by simply replying to the text or email you will have received from DPD. You can also follow your parcel as it is on-route to you by using the DPD Follow My Parcel service, allowing you to display the location of the delivery driver in relation to your address and follow the parcel’s tracking history.  Valid for UK mainland orders only (excludes Northern Ireland, Scottish Islands, Isle of Man).

Should you wish to arrange Premium Next Day Delivery for delivery on a Saturday or a timed delivery, please contact us and we will be able to arrange this at extra cost.

Please note we do not dispatch orders on a bank holiday. Any next-day delivery orders placed on a bank holiday will be dispatched on the next working day. For example if you place an order on a bank holiday Monday for next-day delivery, your order will be dispatched on the Tuesday and arrive on the Wednesday.

The cut-off time for orders to receive guaranteed same day dispatch is 12.00PM.

For example:

Place an order before 12.00PM on a Thursday for delivery on the Friday.

When items are in stock, we will dispatch your order within 24 working hours during our working days (Monday to Friday). Under the unforeseen circumstance that the item you have ordered has been available to buy but is not in stock due to a stock error; please allow us 1 to 2 working days for re-stocking the item in your order. In this instance your order will not be dispatched within 24 hours. If your order cannot be dispatched within 3 working days, we will contact you via email providing an explanation and an estimated delivery date.

What is the cost and delivery time for outside the UK?

Price on request. Our European Delivery times to outside the UK differ depending on the country. Please use the following as a guideline:

  • France, Germany, Netherlands & ROI – 2 Days
  • Austria, Denmark & Switzerland – 3 Days
  • Italy, Spain & Slovakia – 4 Days
  • Portugal, Sweden, Slovenia & Poland – 5 Days
  • Bulgaria, Greece, Latvia, Lithuania & Norway – 8 Days

Please contact us for non-mainland Europe orders.

What is the cost of shipping?

All orders over £100 receive free shipping within the Mainland UK. Postage and Packaging for orders less than £100 is £5.95.

What is the cut off time for guaranteed next day delivery?

Place your order before 12:00PM, please see above for a full explanation of cut-off times and expected delivery dates.

Returns

What is your returns policy?

You can send any item back to us for a refund or exchange however the product must be in a re-saleable condition (unused and in original packaging) and must have all labels still attached.

Who pays for the return postage?

Unfortunately we do not refund return postage costs unless the product you are sending back is faulty or was sent in error.

What is the returns procedure?

To return your item:

  1. Please contact us for a returns form.
  2. Please package up the item(s) securely with the returns form enclosed and send it back to us using the returns label provided on the front of your invoice (the sticky label addressed to Central Vacuum Solutions). The items must be received back to our returns processing department within 14 days of the original delivery date in a saleable condition (unused and in original packaging). We recommend that all returned items are sent using a recorded-delivery service for your own protection. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty, in which case we will refund reasonable carriage costs incurred (please choose a cost effective method of carriage in preference to an expensive next-day service).

We aim to process all refunds within 1-2 working days of receiving the item. Please be aware at busy periods this may take slightly longer. All successfully returned items will be credited to the account which they were originally purchased on. All exchanges will be processed on receipt of the returned item.

Please note that we are unable to refund Premium Next Day Delivery postage costs if you are returning an item that received this service as this was a service that you have paid for and received.

My item is faulty/I have received the wrong item, what do I do?

If your order has arrived to you faulty or you have received the wrong item, please send it back to us for full refund or exchange. Contact us for a return address label and include a note inside the packet explaining the reason for return (faulty/wrong item) and whether you would like a refund or exchange. In this instance the return postage costs will also be refunded to you.

I haven’t received my item yet, what do I do?

All standard delivery orders are shipped via Interlink (part of the DPD Group) on a next day delivery service which guarantees your parcel will be with you within 24 hours of dispatch and can be tracked.

If it has been 4-5 days since your order was dispatched and you are concerned about your order please feel free to contact us and we will chase it up and take any further appropriate action.

Cancellation

How to change or cancel your order

Amending your order

If you choose to amend an order that you have not yet received, please call 01432 272 849 to discuss with our customer services team.

If you wish to add to an order, please call 01432 272 849 to discuss with our customer services team.

If your order has not been despatched we can add items to your order at no additional delivery cost.

If your order has already been despatched we can add items to your order, however you will incur additional delivery costs if the item is under £100.00

If your order has already been despatched from the warehouse, then you’ll need to return the item following our Returns procedure. Read ‘How to return an item’ for details on how to do so.

If your order hasn’t left the warehouse yet, we may be able to change delivery address details, remove items from your order or cancel it completely. Please contact our Customer Services team for advice on 01432 272 849 between 9am and 5pm Monday to Friday.

 Cancelling your order

If your order has already been despatched from the warehouse, you’ll need to return the item following our Returns procedure in the event of any unwanted products. Read ‘How to return an item’ for details on how to do so.

If you’re an international customer, and your order has already been despatched from the warehouse the order cannot be cancelled and we do not operate a returns procedure.