Delivery & Returns

Terms and Conditions

Deliveries

What will delivery cost?

We only ship parcels with Parcelforce and Royal mail, please do not ask us to ship with another carrier as we do not offer these services. We have shipped parcels for over 10 years and in that time we used the services that are the most reliable overall which isn’t always the cheapest.

Our standard small parcel delivery charge is from only £7.19 for the majority of UK mainland addresses including packaging. This is free if you spend over £80* (not including none shippable items and pallet deliveries.)

 This is for our standard delivery service which is usually made within 1-2 working days. 

We do not ship outside Mainland UK at this time under any circumstances unfortunately.

EXTRA DELIVERY CHARGES 

Some areas of the UK incur additional carrier surcharges. They include the below but are not limited to those, if we discover a surcharge for your address before shipping we will contact you to inform you of this. If you are unsure about the delivery cost for your area, please contact us for further guidance.

Extra charges for  the Scottish Highlands and Islands (FK17 – 99, G83, IV1-28, IV33-39, PA21-23, PA35-40, PH18-26, PH30-42). We currently do not ship to The Isle of Wight, Isle of Man, Channel Islands, Scilly Isles, and Northern Ireland.  

Is it possible to ship to an alternate address?

Yes this is possible. Upon placing your order you can enter two different addresses. Enter your billing address and details as normal but then you will have the option to deliver to an alternative address. Simply enter the delivery address and we will take care of the rest.

If you decide to change the address after we have shipped the parcel this is sometimes possible but will incur additional charges from our carrier. usually £10-£15 but this can vary.

Pallet & Large orders

Some of our item are classed as collection only or none shippable. 

This is either due to the item being to large to ship, needing to go on a pallet to prevent damage in transit or because  an item is too fragile to ship. On those items please contact us with your details to see if we can price a pallet or arrange a collection/ delivery with you.

Pallet deliveries are only to the property boundaries, it is down to the customer to move the items to your prefered locations. Please note pallets are usually delivered on a 18 tonne vehicle , if this vehicle has access restrictions please let us know prior to booking a delivery. If no Restrictions are reported fees usually in excess of £100 can be charged to you to pay the carrier to deliver in a smaller dedicated delivery (we do not profit from this)

Please note the pallet will become your property on delivery and you will be required to dispose of this.

Receiving an order

Please inspect your delivery before signing and check for any damage to the parcels/ pallet and that the amount of parcels delivered matches the delivery labels and the delivery note you sign. Any damages not reported to us within 24hours cannot be claimed through our carriers insurance and therefore we would not be able to refund in the event of a loss or damage to your order.

If an item is delivered damaged please either sign as ”damaged” or refuse the delivery. If signed for as ok , unchecked or similar we may not be able to help in the event of a damaged in transit claim.

TOP TIP– To avoid any disappointment please check your deliveries contents thoroughly if you are not planning on using in the near future. We often get customers that discover a part missing or an item damaged 3 months after being delivered and try to claim. Unfortunately we have no way to claim from the carrier after a day or so.

How soon will my order be shipped?

We aim to ship all stocked products next working day where possible. Our working days are Monday-Friday excluding bank holidays or our season shutdowns (These are clearly stated on the website header when closed and on checkout)

Please allow 1-3 days to ship as standard as we occasionally have order surges that prevent next day dispatch -these are often the days following bank holidays, Some Mondays during Summer peak times and after we have had a season shutdown.

Custom items such as wood come with a lead time, this is usually stated on each product.

Once shipped how long does delivery take

Parcelforce and Royal Mail are usually on a 24hr or 48hr service. 90% of orders are currently delivered next day. Please allow a day or two extra in busy times. All our orders will update you with tracking information for you to check. If you need any help please contact us.

Booking 3rd party trades such as Gas fitters and installers on the assumption an order will be delivered in-time.

Please note under any circumstances Midland Leisure Supplies LTD will bear no responsibility for costs incurred to you the customer for a 3rd party that has been booked or hired to fit a product bought from ourselves.

We strongly advise booking the 3rd party once the product has been delivered and you are satisfied there are not missing pieces and no damage.

Issues, Returns & Refunds

Damaged parts

If there are damaged part/parts found when you open your box and you have not signed for the box as damaged, we reserve the right to Charge/send the replacement parts to you to resolve the situation. Contact us and we will resolve the situation as soon as possible.

Our order still hasn’t been delivered

Please check your tracking information to see if a delivery has been attempt or if there are any problems on the tracking history. If you cannot resolve this please email or call us we are here to help.

Returns & Refunds

We provide a 14-day cooling off period from the date of receipt or collection . Goods must be received by us no later than 14days in their original condition. They must be new and unused with original packaging, seals and films still present  for a refund less a our postage and packing costs and a restocking fee (usually this is limited to Shipping costs) upto £35 max per item. We are unable to exchange items that are not damaged, defective or incorrect outside of the 14-day period.

Return requests received after the 14-day period maybe refused at our discretion.

Before returning items, please contact us so we can authorise the return and provide any returns details Failure to do so may result in extra charges to you.

Please email us at sales@Midlandleisuresupplies.co.uk

Please note you will have to return at your cost and ensure we receive the item back in as new condition this includes the condition after its been delivered. 

This is not the case if we have delivered an item in error, or if the item is damaged / defective. 

We cannot accept returns delivered to us by hand, unless we have confirmed this prior. This returns policy does not affect your statutory rights.

Brand/Appliance Specific Warranty Information

Dometic

Dometic products usually come with a two-year manufacturer’s warranty.

For assistance with warranty issues, Dometic provides authorised service centres across the UK and Europe. Find your service centre below:

https://www.dometic.com/en-gb/uk/find-a-dealer. These are to be used for items such as Fridges, air-cons, cookers, etc. (Coolboxes and other smaller items come through us).  Commercial use voids warranty.

Thetford

Thetford products come with a three-year manufacturer’s warranty.

For assistance with warranty issues, Thetford provides authorised service centres across the UK and Europe. Find your service centre below:

https://www.thetford-europe.com/dealers-service-centres/ Commercial use voids warranty.

Appliances must be fitted by qualified engineers

All gas & electrical appliances i.e. Fridges, Cookers, Air Cons, etc. must be fitted by a qualified engineer. Failure to do so can invalidate your warranty and cause injury/death.

Call-out charges are not covered under the warranty

Warranty procedure sometimes requires a product to be taken to an approved service partner; customers who call out a “mobile” engineer from one of these partners should note the call-out charges incurred are not covered as part of the warranty.

Truma

Truma products come with a 2 year warranty.

https://www.truma.com/gb/dealer-search/   this is where you can find your local repair centre.

Appliances must be fitted by qualified engineers

Call-out charges are not covered under the warranty

Warranty procedure sometimes requires a product to be taken to an approved service partner; customers who call out a “mobile” engineer from one of these partners should note the call-out charges incurred are not covered as part of the warranty.