Returns Policy

Patrons should be aware that all orders accepted, are done so on the understanding that patrons agree to our terms and conditions as set out here in this document.

Placing your order

You can place your order in several ways - through our online ordering system, by phone, email or post. Bonds Hoists will make every effort to ensure that all of these methods are fully operational at all times. We cannot be responsible for delays or losses caused by failures of any of the above methods.

Orders

Order payments:
We take all reasonable care, in so far as it is in our power to do so, to keep the details of your payment secure, but in the absence of negligence on our part we cannot be held liable for any third party procuring unauthorised access to any data you provide when ordering or otherwise dealing with Bonds Hoists.

Orders are only accepted, in full, once full payment has been received in cleared funds. All items remain the property of the seller until they are paid for in full.

We reserve the right to cancel any order. Non acceptance of an order may be as a result of one of the following:

• The product you ordered being unavailable, or if a custom made product, beyond our ability to meet your requirements;
• Our inability to obtain authorisation for your payment;
• The identification of a pricing or product description error;
• Or we believe the order to be suspect or fraudulent in any way.

Orders are only processed once payment has been received.

A contract is only entered into between Bonds Hoists and you, the customer once your goods have been delivered. The processing of a payment and acknowledgement of an order does not constitute a legally binding contract.

Discounts for orders greater than one

If an order is placed with an agreed discount based on the number of products ordered which is then later reduced. The amount of discount allowed will also reduce to reflect the actual number of products ordered.

Cancellation

If you wish to cancel your order please contact us immediately, if goods have been despatched our 'returns policy' applies. Please note, we take time and care over the packing of our products. If your order has already been packaged then relevant 'Direct Cost Charges' will be applied, under Our 'Returns Policy', to any applicable order refund. Separate service agreements can only be cancelled if the service hasn't already been honoured.

Delivery

All stated delivery times are for the UK mainland, delivery to the Highlands of Scotland, Europe and Elsewhere may take longer. Tracking information, where applicable, is sent out before goods are due to be delivered.

Although we will make every effort to deliver on the date in the contract as promised, time for deliery shall not be of the essense and we will not be held liable for any loss or damage resulting from any delay or error in the delivery.

Whilst we will do all that we can to ensure that the correct goods are delivered, it is the buyers ultimate responsibility to ensure they have received the correct goods, within three days of receipt.

It is your responsibility to ensure that correct delivery details, including a valid postcode have been entered. We will not and cannot be held responsible for delays or lost orders, caused as a direct result of user input error on your part. Packages without a valid post or zip code cannot be dispatched. Please note: we also reserve the right to only deliver to the billing address.

We shall not be liable to you or be deemed in breach of this Agreement by you for any delays in delivery beyond our reasonable control (for example lost delivery consignments or customs). We will however try to rectify any problems as quickly as possible.

All orders are delivered on a signed service, meaning that someone must be available to accept delivery. Please note that by signing for delivery you are signing to say that goods are received in good condition - if they are not then you should sign as 'Goods damaged on delivery' or not accept delivery. All items should be inspected prior to accepting delivery.. Should we find that we are unable to deliver goods; an additional delivery charge will usually be applied to re-deliver.

We strongly advise that you should not book fitters or installers to begin work until after your goods have been delivered and inspected.  We will not be held liable for any loss or damage as a result of late or delayed delivery.

Shipping

We offer free global shipping with the exception of cover plates ordered without hoists for destinations outside of the UK.

Please see our 'Delivery Services Expained' page for current rates and more details.

All orders for the UK mainland are shipped using next day delivery service.

Delivery terms:

If your order is dispatched by courier: goods can be delivered anytime between 9 am and 6 pm. If you are not in when delivery is attempted, the courier will try again on the next working day, up to a maximum of 3 times before returning your package to us. We will include your phone number on consignment paperwork however it is not possible for us to arrange specific delivery instructions with courier drivers.

If your order is dispatched using our own vehicles: we will advise you of the exact day and can usually give you a good time frame of when to expect us. We are also able to take more specific delivery instructions. If you are not in when we attempt delivery then your order will be returned directly to us and an extra delivery charge will be added to your order.

Goods returned to us because they were unable to be delivered will incur an additional delivery charge, equivalent to the actual cost of delivery - which is usually significantly more than the standard delivery charge. If goods are returned to us after attempted delivery and we are unable to make contact with you, after a reasonable period of time, for whatever reason, or you decide to cancel your order, at this stage, then our returns policy applies.

Claims

The Buyer is required to notify the Company by telephone and then confirm in writing regarding:

Non Delivery: within 3 days of receipt of despatch of goods within the UK and 10 days within Europe

Shortages: To the Company immediately

Damage: To the company and its carriers within 24 hours of receipt of Goods. Carrier sheet to be enclosed with details of open or damaged cartons.

IT IS EMPHASISED THAT DELAY BY THE BUYER MAY CAUSE THE COMPANY'S CLAIM TO BE REJECTED BY THE CARRIERS. IN THIS EVENT THE COMPANY WOULD NOT ACCEPT ANY RESPONSIBILITY FOR LOSS.

Invoice queries: to the company within 30 days of receipt of invoice.

The company shall not be liable for any non-delivery of Goods (even if caused by the Company's negligence) unless the Buyer has so notified the Company in accordance with the above provisions.

Any liability of the Company for the non-delivery of the Goods shall be limited to replacing the Goods within a reasonable time or issuing a credit note against any invoice raised for such Goods.

Payment:

To prevent possible fraud with your money, Bonds Hoists may ask for evidence of account ownership before goods are shipped (typically on high or questionable orders).

Product Descriptions

The seller attempts to be as accurate as possible. If a product offered is not as described, your sole remedy is to return it in unused condition. Please contact us to discuss your case.

Technical Specifications and Advice

Wherever possible we try to provide accurate and the best advice on our products, based on our experiences.  Our guidance is however given without any liability.  We do not proclaim to be experts nor hold any certification or qualification in any trade relating to the installation or use of our products. Ultimate responsibility for the safe installation and use of any of our products therefore lies with the buyer and we will not be held liable for any loss or damage resulting from our guidance.

Your Account

If you use this site, you are responsible for maintaining the confidentiality of your account and password, and you agree to accept responsibility for all activities that occur under your account or password.

Indemnity

You agree fully to indemnify, defend and hold us, and our officers, employees, agents and any personnel of 'Bonds Hoists' harmless immediately on demand, from and against all claims, liability, damages, losses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other person accessing the Website using your name and/or personal information.

Our rights

We reserve the right to:

• Modify or withdraw temporarily or permanently, this Website (or any part of it);
• Change the Terms and Conditions from time to time, and your continued use of the Website following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Terms and Conditions have been changed;
• To modify prices, descriptions or any other information of our products or other published data;
• To refuse an order, in which case any cleared funds would be returned.

Goods Damaged Upon Arrival

If any products are delivered and are damaged at the moment of delivery Bonds Hoists will supply replacements providing they have not been signed for as 'received in good condition' and we have been notified within 7 days.

If goods have been signed for as 'received in good condition' Bonds Hoists will not accept responsibility if these goods are later found to be damaged.

In the event of goods being obviously damaged on arrival, please sign for the goods as 'damaged' and do not accept the parcel. Please inform Bonds Hoists within 48 hours to ensure we can look into the incident.

Returns Policy:

Goods are returnable for exchange or refund under the below (reasonable) conditions:

• You have previously contacted us to acknowledge your return;
• Any goods returned must be in a re-saleable condition;
• You return a sales invoice or photo copy, to allow us to identify your order - unfortunately we cannot identify packages that are unmarked;
• Your return request is initiated within 7 days of receipt of goods.

Please note: by purchasing from Bonds Hoists, customers are agreeing to take good care of all Bonds Hoists products whilst in their possession. Bonds Hoists are accountable for goods until they are delivered; by the same regard customers wishing to return goods are accountable for them until we receive them back. Refunds will not be made prior to receiving goods back.

Customers are responsible for the cost of returning goods; the arrangement of such delivery and for packaging goods in such a way so as they arrive back to us in a resalable condition. Should items be badly packaged, so resulting in goods being damaged upon arrival to us, refund or exchange will not be possible and if obvious at the point of delivery we may refuse to accept delivery. Returned goods that are not accepted will be sent back at the sender's expense or if this cannot be arranged held for 10 days, from receipt, before being disposed of.

A full refund, minus direct cost charges (DCC), for accepted returned goods, will be made within 14 days from the date the goods were accepted as being in the same condition as they were sent out.

Direct cost charges are intended to reimburse us for costs which we have incurred, through no fault of our own, as a direct result of your order only, are not intended as an order windfall and are necessary for us to keep our competitive pricing in the market place. Without DCC, these extra costs would have to be passed on to other customers through higher prices, which would not only be unfair for them but would also reduce our sales capabilities. We consider these charges as fair and within reason, especially as we offer a sample service, allowing clientele to see exactly what they're buying before placing an order. DCC, which are deducted from given refunds, are hence laid out as:

• The actual delivery cost (as charged by our courier);
• £20.00 or 4.9% of order value (whichever is greater) for order processing, picking, packaging, administration, accounts and re-shelving;
• 2.5% for costs incurred for payment services;
• Any charges for Separate Service Agreements.