Delivery Policy
Effective Date: 13/10/2023
Delivery Policy
1. Introduction
1.1 This policy contains details of the delivery methods, periods and charges that apply to orders for our products made through our website or by telephone or email.
1.2 This policy does not create legally enforceable rights and obligations; it merely indicates our usual practice in relation to the delivery of products.
2. Free delivery
2.1 We offer free standard delivery to all mainland UK addresses on all orders over either GBP, EUR, USD 1000 (excluding VAT.)
2.2 All other orders will be subject to delivery charges as detailed in Section 5.
3. Geographical limitations
3.1 We will be able to deliver our products worldwide to any territories.
3.2 We may from time to time reject to deliver products to certain countries and territories depending on order value and payment method at our discretion.
4. Delivery methods and periods
4.1 The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:
(a) if your delivery address is on the United Kingdom mainland, you will be able to select UK next day delivery, and the typical period for delivery of products by this method is 1 working day from day of dispatch; and
(b) if your delivery address is outside of the United Kingdom mainland, we will use either couriers such as DHL, FedEx, TNT, UPS (but not limited to) for delivery within 4 working days depending on destination and customs clearance if applicable.
4.2 If you place your order before 3 PM on a working day, these time periods run from the close of business on that day; if you place your order after 3 PM on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.
4.3 The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
4.4 We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.
5. Delivery charges
5.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively be provided to you on our sales order sent to you by e-mail upon confirmation of your order.
5.2 Applicable delivery charges will depend upon the courier used, the location of the delivery address, and the size and weight of the products in your order.
5.3 Our delivery charges start as follows:
(a) in respect of UK deliveries - £6.99 ex. VAT for UK Mainland next working day
(b) in respect of International deliveries - £15 ex. VAT (dependant on size / weight of goods)
6. Delivery tracking
6.1 Delivery tracking is available in respect of all orders for our products.
6.2 To track your delivery, enter your tracking number (which you will receive from the respective carrier on despatch of your order)into our delivery service provider's respective website.
7. Receipt and signature
7.1 All deliveries must be received in person at the delivery address, and a signature must be provided.
7.2 Our delivery service provider will sometimes notify you in advance of attempting to make a delivery requiring signature.
8. Additional deliveries
8.1 If an initial delivery attempt is unsuccessful, our delivery service provider will make at least 1 more attempt to deliver the products in your order.
9. Collection
9.1 If your products remain undelivered despite our delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.
10. Delivery problems
10.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.
10.2 If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).
10.3 An indicative list of the situations where a failure to deliver will be your fault is set out below:
(a) you provided the wrong address for delivery;
(b) there is a mistake in the address for delivery that was provided;
(c) the address for delivery is not reasonably accessible;
(d) the address for delivery cannot safely be accessed;
(e) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
(f) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.
Returns Policy
1. Introduction
1.1 We understand that from time to time you may wish to return a product to us.
1.2 We have created this policy to enable you to return products to us in appropriate circumstances.
1.3 This policy shall apply to all of our customers, irrespective of their geographical location.
1.4 This policy shall apply to all orders submitted through our website.
1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).
2. Returns (unwanted goods)
2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:
(a) we receive the returned product within 30 days following the date of dispatch of the product to you;
(b) the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;
(c) you comply with the procedure set out in this policy in relation to the return of the product; and
(d) none of the exclusions set out in this policy apply.
3. Returns (faulty items)
3.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us for replacement or refund (depending on stock availability) in accordance with this policy if:
(a) we receive the faulty product no later than 90 days following the date of dispatch of the product to you;
(b) the returned product is in its original manufacturer packaging (where applicable), with any labels / adhesive still attached;
(c) where damage / fault has not been caused by improper installation / fitting;
(d) where goods are received with physical damage, we must be notified within 48 hours from time of delivery;
(e) you comply with the procedure set out in this policy in relation to the return of the product;
(f) we reserve the right to reject returns in the case of suspected abuse of return policy, including but not limited to : number of faulty parts larger than average (>1.5% of same part purchased) unless acknowledged manufacturing defect, parts returned suspected to be supplied by another vendor, consistent improper installation techniques causing failure of parts;
(g) in the case of rejected returns, goods will be returned as received to customer with subsequent order, if no subsequent order is placed shipping will be charged for the return of these;
(h) none of the exclusions set out in this policy apply.
4. Returns procedure
4.1 In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the product to us with a covering note quoting that number.
4.2 Products returned under this policy must be sent by a fully trackable service such as Royal Mail Special Delivery or other courier to our address at : Headlane Limited, 23 Warple Way, London, W3 0RX.
4.3 You will be responsible for paying postage costs associated with returns under this policy, unless the item being returned is faulty in which case we will pay the costs associated with the return of products in accordance with this policy.
5. Exclusions
5.1 The following kinds of products may not be returned under this policy:
(a) Non stock items which were specifically backordered ordered from the manufacturers upon customers’ request.
6. Refunds
6.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you i accordance with this policy.
6.2 We will not refund to you the original delivery charges relating to the returned product.
6.3 We will refund to you your reasonable postage costs incurred returning the product to us if the item is being returned due to being faulty.
6.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
6.5 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.
7. Improper returns
7.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
(a) we will not refund the purchase price or exchange the product
(b) we may retain the returned product until you pay to us such dditional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
8. Our details
8.1 This website is owned and operated by Headlane Limited.
8.2 Our principal place of business is at 23 Warple Way, London, W3 0RX.
8.3 You can contact us by writing to the address given above, by using our website contact form, by telephone on 0208 749 7777, or by email to sales@headlane.co.uk