Damage returns

• Baths and shower enclosures/glass should be inspected at point of delivery and should be returned on the vehicle. Damages reported at a later date on these products will not be considered for collection or credit, except in extreme circumstances.

• Some products, such as Bathe Easy baths, are delivered directly by the manufacturers. All orders received directly from the manufacturers must be inspected immediately upon delivery without exception. Reports of damage once the driver has left will not be considered.

• Items reported as damaged that have already been fitted will not be collected or credited. It is important that pre-fitting instructions, such as water testing, are followed, as once fitted, Claygate considers the product to have been accepted in terms of quality.

• Any other damages must be reported within 48 hours, and all claims will be on a case-by-case basis at our discretion.

Faulty returns

• All items that have been reported as faulty will not be collected unless full details of the fault have been identified. We reserve the right to request photographic or video evidence for submission to the manufacturer. Completion of any associated manufacturer documentation may also be required in line with their policy.

• Items collected, that have been reported as faulty, will be collected and evaluated by the manufacturer.

• Items collected, that have been reported as faulty, will not have a credit issued until the manufacturer has evaluated the fault, and deemed that it is suitable for credit. Please make sure you keep the quarantined item until a resolution is agreed, items that have been destroyed will not be considered.

• Items in an unhygienic condition to collect will require a photograph to be taken which will be sent to the manufacturer to be evaluated for credit.

• If a pump or electric shower has been fitted, please contact the manufacturer’s help line before attempting to remove the item. Removal of the item without following this procedure may result in no credit being given. Salamander helpline 01234 355515, Redring Helpline 0844 372 7761, Aqualisa 01959 560010.

• Fitted items that are found to be faulty, in the first instance you must contact our Customer Services Department, please do not attempt to remove the item before advised to do so, a case file will be raised and sent to the manufacturer for evaluation for credit.

Shortages

• Please report any shortages immediately upon delivery so we can investigate promptly. Our warehouse and vehicle CCTV footage will be reviewed before the matter is resolved.

Not required items

• Items that are reported as not required can be collected for credit providing:

• Items are in the original packaging and are in 100% re-saleable condition. Please note products will not be collected for credit if the packaging has been defaced in anyway.

• Items returned within 10 working days, will not incur a restocking charge.

• Items returned after 11-30 working days, will automatically incur a 15% restocking charge.

• Items returned after 31-60 working days will automatically incur a 25% restocking charge.

• Items requested for collection after 3 months will only be considered for credit once a full inspection has been carried out and they will automatically incur a 50% restocking charge. We reserve the right to refuse collection of any items 3 months or older, this will be at the discretion of the customer services manager.

• Special order items will not be considered for collection or credit.

Other reasons for returns

• Items returned for any other reason must be in the original packaging and in 100% re-saleable condition for full credit.

• Each collection that is made must have valid returns note number, which relates to the item being collected, with the correct invoice/delivery note number quoted. Items that are returned using incorrect or duplicated paperwork or that have no valid paperwork will not be considered for credit and may be returned to you.

• All collection requests are to be made via our customer services department on 01622 833620 or by emailing customerservices@claygate.co.uk

• We respectfully request our customers to check the coding on the box against the item that has been ordered before opening or damaging the packaging, as it may not be possible to collect and credit once the item has been opened.

• Please be aware that our drivers have the right to refuse to collect anything that does not meet the criteria set out above, anything that they do not have paperwork for, or that they feel is an unsanitary condition to handle.

Liability

• The company makes every effort to ensure that deliveries are scheduled on time. However, we will not accept any liability for loss, injury, damage or expenses resulting from any delay in delivery.

• Please ensure that all required products have been delivered in perfect condition, before arranging installation.

Health and Safety

• In the unlikely event that a supplier requests the return of a faulty WC which has been used, we must insist they do so in a hygienic way; all used items need to be covered and packed to avoid the spread of germs. It should be noted that our drivers have the right to refuse to collect goods not fully and hygienically packaged.

• Every effort has been made to ensure the accuracy of all information. We must however reserve the right to amend details without notice.