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Customer Service

Shipping & Delivery

We aim to ship all in stock orders within 48 hours. Every effort is made to get your order on its way to you promptly. Orders placed in the afternoon or evening will ship the next working day as a rule. Orders placed over a weekend or bank holiday will ship the next working day. Our stock holding is substantial so very few orders are delayed by an out of stock item. If your order is delayed we will aim to minimize this and will contact you if this delay exceeds 48 hours.

Smaller orders are shipped via Royal Mail First or Second Class (economy) - depending on which service you opted for at check out. Larger orders are shipped at our discretion via APC, our carrier of choice. The APC Carrier service is also used if you opt for next day delivery at checkout..

If you think your delivery is overdue or you have any other concern please do get in touch. We will address any issue immediately and fairly. 

Privacy & Security
Personal information provided on the website and online credit card transactions are transmitted through a secure server. We are committed to handling your personal information with high standards of information security. We take appropriate physical, electronic, and administrative steps to maintain the security and accuracy of personally identifiable information we collect, including limiting the number of people who have physical access to our database servers, as well as employing electronic security systems and password protections that guard against unauthorized access. Our website uses encryption technology, like Secure Sockets Layer (SSL), to protect your personal information during data transport. SSL encrypts ordering information such as your name, address, and credit card number.  Please note that email is not encrypted and is not considered to be a secure means of transmitting credit card information.

To help us achieve our goal of providing the highest quality products and services, we use information from our interactions with you and other customers, as well as from other parties. Because we respect your privacy, we have implemented procedures to ensure that your personal information is handled in a safe, secure, and responsible manner.
We have posted this privacy policy in order to explain our information collection practices and the choices you have about the way information is collected and used.

As we continue to develop our website and take advantage of advances in technology to improve the services we offer, this privacy policy likely will change. We therefore encourage you to refer to this policy on an ongoing basis so that you understand our current privacy policy.

Returns & Replacements

Please contact us if you are thinking of returning an item. Many issues can be quickly resolved and most of the items returned to us have absolutely nothing wrong with them. Where items do have to be returned we will abide by the Consumer Contracts Regulations 2013. You have the right to cancel your contract with us and return the items you purchased for a refund within 14 days. If we have dispatched your order in error we will pay the postage for it to be returned. In all other cases the buyer must pay for the items to be returned to us in a resalable condition. All returned items must be in an unused, fully packaged, new condition. We will make a reduction in any refund offered if the returned items (or their packaging)  are damaged as a result of your handling them. Items which have malfunctioned during the warranty period are clearly excluded from this. Our warranty service is excellent – please do contact us in the first instance.

Please note that disposable filter media items are not warrantied in any way, neither are fluorescent tubes. User damaged items are also not covered by the warranty.

Ordering

Just place the items you require into your basket and follow the simple check out process. All Payments are managed via our payment partners: Sage Pay and PayPal. The payment process takes place on their websites and is fully secure. At no time do we receive any of your personal details other than your name and delivery requirements.

You are also very welcome to order over the ‘phone (01253 886528) or ‘phone to discuss your order and then order online.

Payment, Pricing & Promotions

All prices are in Pounds Sterling. We reserve the right to amend prices without prior notice. Where a discounted, free goods or value added promotion is offered we also reserve the right to withdraw it at any time, again, without prior notice

Viewing Orders

Please log on to your account to view your orders.

Updating Account Information

It is your responsibility to keep your account information, in particular delivery adresses, up to date and factually correct. We cannot be held responsible for mis-delivered items when the information provided to us was in error.

Fairness

Above all, we believe in fairness. We will not keep you waiting an unreasonable length of time for your order. Refunds, where required and agreed, are processed promptly. All other issues will be addressed as quickly as we are humanly able. We never ignore customer communications. We are plainly spoken and courteous. We expect to offer a good service in order to win and retain your business.