Delivery, Ordering & Returns Terms
Conditions of Sale
Click here to download our conditions of sale…
Delivery, Ordering & Returns Terms
1. Ordering
Orders placed through our website are subject to these Delivery, Ordering & Returns Terms.
These terms apply to both business and private customers. Different rights apply depending on whether you are purchasing for business purposes or as a consumer, as set out below.
2. Delivery
Orders received before 11.00am will normally be despatched the same working day. Orders received after 11.00am will normally be despatched on the next working day.
We do not despatch orders at weekends or on UK bank holidays as our site is closed. Any other closures will be clearly advised on our website.
UK orders are normally sent by tracked courier or Royal Mail, with most standard deliveries arriving within 24–48 hours of despatch. Some products and larger orders may require delivery by pallet, and lead times may vary depending on the product and quantity ordered. This will be clearly communicated at the point of order, with the associated shipping cost.
For larger or palletised orders, delivery arrangements may differ and will be confirmed before the order is accepted.
A small surcharge is applied for deliveries to the remote postcodes below:
AB37, AB38, AB54, AB55, AB56, FK17, FK18, FK19, FK20, FK21, IV1, IV2, IV3, IV4, IV5, IV6, IV7, IV8, IV9, IV10, IV11, IV12, IV13, IV14, IV15, IV16, IV17, IV18, IV19, IV20, IV21, IV22, IV23, IV24, IV25, IV26, IV27, IV28, IV29, IV30, IV31, IV32, IV33, IV34, IV35, IV36, IV37, IV38, IV39, IV40, IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV50, IV51, IV52, IV53, IV54, IV55, IV56, IV57, IV58, IV59, IV60, IV61, IV62, IV63, KA27, KA28, KW1, KW2, KW3, KW4, KW5, KW6, KW7, KW8, KW9, KW10, KW11, KW12, KW13, KW14, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PA39, PA40, PH19, PH20, PH21, PH22, PH23, PH24, PH25, PH26, PH30, PH31, PH32, PH33, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH49, PH50, HS, KW15, KW16, KW17, PA20, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PH42, PH43, PH44, ZE, BT, IM, GY, JE, PO30, PO31, PO32, PO33, PO34, PO35, PO36, PO37, PO38, PO39, PO40, PO41, TR21, TR22, TR23, TR24, TR25
3. Checking Your Delivery
Please check your delivery as soon as reasonably possible after receipt.
If goods are damaged, missing or you have received incorrect goods, please contact us as soon as possible so that we can investigate and resolve the issue.
For damaged or missing goods, we ask that you report the issue within 48 hours of receipt wherever possible, as this helps us deal with any claim with the carrier.
This does not affect any statutory rights you may have as a consumer.
Business Customers
4. Business Purchases
If you are purchasing products for purposes connected with your trade, business, craft or profession, you are purchasing as a business customer.
Our Conditions of Sale apply to purchases made by business customers and should be read together with these Delivery, Ordering & Returns Terms.
Our Conditions of Sale set out the terms relating to matters including payment, delivery, acceptance of goods, defects, rejection and remedies.
5. Returns by Business Customers
Returns by business customers are subject to our Conditions of Sale.
If you believe goods are damaged, defective, incorrect or do not correspond with the agreed order, please contact us within 48 hours and provide details of the issue. We may require photographs, batch information or other information to allow us to investigate the matter.
Where a return is agreed, we will provide instructions for returning the goods. Please do not return goods without contacting us first.
Private Customers
6. Your Right to Cancel
If you are purchasing as a private individual for purposes wholly or mainly outside your trade, business, craft or profession, you are a consumer.
When you purchase goods from us online, you normally have a statutory right to cancel your order without giving a reason.
You can cancel your order within 14 days from the day after you receive the goods. If your order is delivered in more than one instalment, the 14-day period normally begins when you receive the final goods.
To cancel, you simply need to tell us clearly that you wish to cancel. You can do this by emailing orders@drywite.co.uk.
You do not have to give a reason for cancelling and you do not have to use a particular form.
A Cancellation Form is available for customers who wish to use it. Click here to download the cancellation form.
After telling us that you wish to cancel, you would have up to 14 days to return the goods to us.
7. Returning Goods Following Cancellation
Goods must be returned to us within 14 days after you tell us that you wish to cancel.
Please contact us before returning goods so that we can provide the appropriate return instructions.
Goods should be returned in suitable packaging to prevent damage during transit.
Returns must be sent using a tracked delivery service, and you should retain your proof of postage. We cannot accept responsibility for goods that are lost or damaged in transit when being returned to us.
You are responsible for taking reasonable care of goods while they are in your possession. If goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may be entitled to make a deduction from your refund to reflect any resulting reduction in value.
Returned goods will be assessed on receipt and will not automatically be returned to saleable stock.
8. Sealed Products
Some products may be subject to a statutory exception to the right to cancel where they are not suitable for return for reasons of health protection or hygiene once unsealed.
Where this statutory exception applies, the right to cancel will end when the product is unsealed after delivery.
Where the statutory exception does not apply, an unopened product may still be returned in accordance with your statutory cancellation rights.
9. Cost of Returning Goods
Unless the goods are faulty, damaged, incorrect or otherwise do not conform to the contract, you will be responsible for the cost of returning goods following cancellation.
If goods are faulty, damaged, incorrect or otherwise do not conform to the contract, please contact us before returning them so that we can arrange the appropriate resolution.
10. Refunds Following Cancellation
If you cancel your order in accordance with your statutory cancellation rights, we will refund the price paid for the goods and the cost of standard delivery.
We will issue your refund within 14 days of receiving the returned goods.
Refunds will normally be made using the same payment method used for the original transaction.
11. Faulty, Damaged or Incorrect Goods
Your statutory rights are separate from your right to cancel an online order.
If goods are faulty, damaged, not as described, or do not meet the requirements of the contract, please contact us as soon as possible.
Depending on the circumstances, you may have rights to a repair, replacement, price reduction or refund under applicable consumer legislation.
Nothing in these terms limits or excludes your statutory rights.
12. Products Made to Order or to Customer Specification
The statutory right to cancel does not apply in certain circumstances, including where goods have been made to your specification or clearly personalised.
If this applies to your order, we will make this clear before your order is accepted.
13. Products That May Deteriorate or Expire
The statutory right to cancel does not apply to certain goods that are liable to deteriorate or expire rapidly.
Where this applies to a particular product, we will make this clear before your order is accepted.
14. Statutory Rights
Nothing in these Delivery, Ordering & Returns Terms affects your statutory rights as a consumer.
These terms are intended to explain your rights and our procedures clearly and do not replace or restrict any rights you have under applicable consumer legislation.
15. Contact Us
If you have any questions about your order, delivery, cancellation or return, please contact us:
Drywite Ltd
House of Lee,
23 Park Lane,
Halesowen,
West Midlands,
B63 2RA
Telephone: +44 (0)1384 569556
Email: sales@drywite.co.uk / orders@drywite.co.uk
Website: drywite.co.uk
