Shipping and Warranty
Unfortunately due to the Covid-19 pandemic, we are experiencing delays to deliveries that are beyond our control.
Royal Mail are having operational issues across the country with reduced staff and increased volumes.
UPS are also experiencing operational issues, and are currently not offering a guaranteed next day service.
Orders placed before 4pm Monday-Friday are shipped on the same working day and collected by Royal Mail or UPS (depending on the service selected) later that day. Orders placed after 4pm will be shipped the next working day.
We use two standard services with Royal Mail and these are 1st Class and 2nd Class, Large letter or Small Parcel. We may also upgrade orders to UPS Next Day based on order value to limit any potential large loss to us and you.
Royal Mail 1st Class is a 1-3 day service. Typically 1st Class orders on UK mainland arrive the next working day however this is not a guaranteed Next Day service. If you require a Next Day service, you can select UPS Next Day at the checkout.
Royal Mail 2nd Class (free) is a 2-5 day service. Typically orders on UK mainland will arrive within the first 2 days however this will stretch to the end of the 5 days during busy periods (Public/Bank Holidays, Christmas, Easter etc.)
In the unlikely event that your package is lost in the network, we respectfully ask that you wait until the 5th day before we can look into it to account for any delays with Royal Mail. More often than not, they arrive a few days later, normally after we have re-shipped the order! Royal Mail will only enter into a “lost” item case after 14 days, however we think this is far too long for a customer to be without the items they paid for and in the event that they have lost your item, we will always reship it free of charge.
UPS Next Business Day is our only preferred carrier for our wholesale platform who move thousands of cell each day for us and are available for our retail customers who need a Next Working Day service. If selecting this option at the checkout, please ensure your telephone number and email address are correct. You will be given full email/SMS tracking of your items.
Shipping within the European Union can vary in speed depending on destination. On average a 3-5 day service, however please allow 10-15 working days due to varying volumes of parcels in the network and delays in customs clearance. We charge a flat rate for shipping to Europe. Depending on order value, we will either send untracked or tracked. If tracked, then your order will be updated with the tracking number when the order has shipped.
Orders for 20 cells or more, will be classed as a wholesale order. For bulk pricing and account management, please use our Wholesale Platform. Large orders through the retail website will be exclusively shipped via UPS Next Business Day, devoid of retail packaging (cases) and with compliance markings printed as standard.
Returns and Warranty
All products come with a 30 Day Guarantee from receipt by the customer. This guarantee covers all demonstrable manufacturer defects and covers the cost of replacement products. If the product has been damaged in any way by the customer we reserve the right to refuse a refund or return. This does not affect your rights under the “Consumer Rights Act 2015”.
Should you no longer require the product(s) you have purchased, we will happily accept back any unused items in their original shipped condition. On receipt and after inspection/testing, we will refund the cost of the products ordered, less the basic rate postage paid by us in accordance with the “Consumer Contracts Regulations 2014”.