Delivery and Collection

Delivery of Online Orders

Any delivery options, estimated delivery times and delivery charges for online orders will be shown on the Website during checkout or otherwise before you place your order.

We will deliver the Products to the delivery address provided by you when placing your order. You are responsible for ensuring that the delivery address, contact details and any access instructions provided by you are accurate and complete.

Any delivery dates or times shown on the Website, at checkout, in any order confirmation, or otherwise communicated to you are estimates only, unless we expressly agree to a specific delivery date in writing.

Unless we agree to a different delivery period with you, we will deliver the Products without undue delay and, in any event, no later than 30 days after the contract is formed.

If we become aware of a material delivery delay due to circumstances beyond our reasonable control, we will notify you as soon as reasonably possible and provide an updated estimated delivery date where available. This does not affect your statutory rights.

Kerbside and Ground Floor Delivery

Unless otherwise agreed in writing, delivery is to the kerbside or the nearest safe and lawful access point at the delivery address.

Delivery is to ground-floor locations only unless otherwise agreed in writing.

Our delivery drivers, couriers and delivery partners are not required to:

• Carry Products upstairs.
• Carry Products inside your property.
• Deliver Products to basements, upper floors, balconies, roof spaces or gardens.
• Remove doors, windows or fixtures.
• Unpack, assemble, install, fit, connect or position Products.
• Wait for extended periods while access or labour arrangements are made.

If a driver chooses to assist beyond kerbside or ground-floor delivery, this is entirely at their discretion and does not mean we have agreed to provide installation or lifting services.

Access, Parking and Offloading

You are responsible for ensuring that, at the scheduled delivery time:

• There is safe and lawful access to the delivery address.
• Suitable parking or unloading access is available.
• Any permits or building access arrangements have been organised.
• Someone is available to accept delivery.
• Adequate assistance is available where required due to the size or weight of the Products.
• The Products can be delivered safely without breaching any parking or safety regulations.

You should ensure before placing your order that the Products can be safely delivered to and moved within your property.

We are not responsible for failed deliveries, delays or additional costs caused by incorrect delivery details, restricted access, lack of parking, insufficient assistance, refusal of delivery or any other circumstances within your control.

Failed Delivery, Redelivery and Storage

If nobody is available to accept delivery, or delivery cannot be completed because of incorrect address details, restricted access or other circumstances within your control, we may leave instructions for redelivery or collection.

Where a delivery fails due to circumstances within your control, we may charge reasonable delivery, redelivery, storage, handling or administration costs where permitted by law.

If Products are returned to us or held by our delivery partner, we may contact you to arrange a new delivery or collection.

If you do not rearrange delivery or collection within a reasonable period, storage charges may apply.

Products must be accepted or collected within 14 days after we notify you that they are ready unless otherwise agreed.

If you fail to do so after reasonable attempts to contact you, we may cancel the contract and refund the purchase price less any reasonable delivery, storage, handling or administration costs, unless the Products are faulty or you are otherwise entitled to a full refund by law.

Split Deliveries

We may deliver Products in multiple shipments where this is reasonable, including where Products are supplied by different manufacturers or become available at different times.

Each shipment forms part of the same order unless we notify you otherwise.

A delayed shipment does not entitle you to cancel the entire order unless:

• You have a statutory right to cancel.
• A specific delivery date was agreed as essential.
• The delayed Products make the remaining order no longer useful for the intended purpose.
• We agree to cancellation in writing.

Checking Products on Delivery or Collection

You should inspect your Products as soon as reasonably possible after delivery or collection.

Please check that:

• The correct Products have been supplied.
• The quantity is correct.
• No Products are missing.
• No Products are visibly damaged.
• The colour, shade, batch, size and finish match your order.
• The packaging has not been significantly damaged.

If you discover any visible damage, shortages or incorrect Products, please notify us as soon as reasonably possible.

We may ask you to provide photographs of the Products, packaging, labels and delivery documentation to help us investigate the issue.

Please retain the Products, packaging and delivery documents until the matter has been resolved.

Do not install, cut, fix, grout, connect or otherwise use any Product if you believe it is incorrect, damaged, defective or unsuitable.

Installing or using Products where a defect was visible before installation may affect the remedies available to you, except where this would limit your statutory rights.

Promptly reporting any issue helps us investigate and resolve it quickly. However, failing to notify us immediately does not affect your statutory rights.

Nothing in this section affects your statutory rights relating to faulty, damaged, unsafe or incorrectly described Products.