1. Collection and Delivery
We will endeavour to deliver to the UK mainland within 3 working days (excluding weekends & public holidays) of receipt and completion of your order; however, delays are occasionally inevitable due to unforeseen factors. PRO ELITE shall be under no liability for any delay or failure to deliver within estimated timescales.
Shipping costs will vary according to size, weight and location. You will be advised accordingly of the cost once your order has been received or you may contact us for a quote.
2. Courier Deliveries
a. Our Free Shipping Offer is ONLY available for delivery to the UK Mainland ONLY. The following postal regions are NOT covered by our Free Shipping Offer:
AB 31 to 38, AB 40 to 56, IV 1 to 28, IV 30 to 32, IV 52 to 54, IV63, KW 1 to 14, PA 21 to 38, PH 4 to 41, PH 49 to 50, NORTHERN IRELAND (BT), PH, PO, HS, IV 41 to 49, IV 51, 55 & 56, KA 27 & 28, KW 15 to 17, PA 20, PA 41 to 49, PA 60 to 78, PH 42 to 44, ZE, ISLE OF MAN (IM), CHANNEL ISLANDS.
HS, IV, BFPO, IM,TR21-25, Ireland, Nothern Ireland, Europe, America, Asia and Australia.
b. It is the customer's responsibility to supply PRO ELITE with the correct Shipping information. PRO ELITE Limited shall be under no liability for any postage costs if the wrong delivery information has been supplied.
c. All items delivered require a signature. If a signature is obtained from any person other than the named customer at the specified delivery address, the named customer is still responsible for the item and any charges associated with it.
d. When you receive your item/s from the courier it is VERY IMPORTANT to ensure that the packaging of your goods is checked, and in good condition and not damaged, BEFORE signing the delivery note. If the couriers attempt to deliver a parcel with damaged packaging PLEASE REFUSE it and instruct the driver to return it back to us. The parcel must be opened and any damage reported to us by phone within 24hours (working day).
If the products are damaged or faulty during transit, we will require proof ie image or picture, of the damaged goods before we can offer you a replacement. You will need to keep hold of the damaged goods and the parcel with the original packaging, until we have received the proof, and we have processed the claim through our courier company.
We will let you know within 2 working days that the claim has been processed and confirm that a replacement product will be dispatched to you accordingly.
This is to comply with our Couriers Insurance Policy. No Claim for damage can be processed if the delivery note is not signed 'damaged' or if we are not notified within 24 hours of the damage from receipt of the delivery. Please report any issues immediately by phoning us. This does not affect your statutory rights on the supply of goods (see Returns, Cancellations & Substitutions for more information).
e. If you have not received your item within 3 working days of dispatch of your order please track your delivery with the details supplied or call us. If the courier has attempted to deliver your item and has left a card you must contact the couriers direct within 7 days of the card being left. If we have had an item returned back to us due to non communication on your part, you will be responsible for additional shipping costs.
f. The point of delivery is the nearest point of your property boundary that can be reached by the driver. The driver cannot be expected to carry the parcel within your property i.e. to your front door or any other location. In certain circumstances when access to you property by the delivery vehicle is restricted then the point of delivery will be the closest that the driver can reach with his vehicle.
g. We aim to dispatch items within 48 hours of payment being received and cleared (except where descriptions state a delay). Requests for a delay in dispatching an item cannot be guaranteed to be actioned and any liability for a returned delivery due to no one present at the delivery address at the time of delivery will be with the buyer.
h. We cannot be held responsible for non delivery of items if the delivery address given is not correct or incomplete (i.e. no house name or number/street details etc). If this is incorrect or incomplete the item may be returned to our distribution warehouse by the courier. If this occurs then you will be liable for the costs of the item to be returned to us and then re-dispatched back to you. i.e. 2 times the original delivery charge.
i. All items will be dispatched to the address supplied within Checkout.
j. All costs must be paid before any item is re-dispatched.
k. Couriers in Norway are to Business Addresses only. We are unable to dispatch goods to Norwegian Residential Addresses.
3. Returns, Cancellations & Substitutions
a. All items must be returned in their original packaging. Our couriers will not collect unpackaged items.
b. The postage is not refundable for any item that has been returned to us due to customers not being at home, and a shipping charge will be required if the customer requires the product to be resent.
c. All collected items must be returned to us by the customer.
d. All returns have to be checked by us before replacements/ refunds can be issued.
e. Refunds will be automatically processed after 7 days if we are unable to process your order for any reason.
4. Refusing a Delivery
a. Refusal of an unwanted item will make you liable for a charge equal to the original delivery for the item to be returned to us and a further charge for the item to be redelivered i.e. a refusal of a delivery for any reason will mean you are liable for an extra cost of twice the original delivery charge.
b. The correct procedure is to accept the delivery, if damaged sign delivery note as such and contact us within 24 hours. We can advise you of the course of action for a replacement.
c. If you have received a faulty (for damaged on arrival please refer to section 2d) or incorrect item, you must notify us a within reasonable time of receipt, which we consider is 7 days, we will then arrange to collect and replace the item within the usual timescales as indicated in the terms of delivery. You will not be responsible for the shipping costs of goods supplied by PRO ELITE where a breach in the Sale of Goods Act has been made.
d. If you change your mind after ordering a fixed priced item you have a right to cancel your order within seven days and receive a full refund for the product. This seven day period will begin on the day you receive the item. In order to return the item/s, you must take reasonable care of the item/s and it must be returned in re-sellable condition. In this instance, you will be responsible for the shipping costs both to and from your address. To return your item you must advise us by speaking to customer service. You will be responsible for the item until it arrives back with us in an undamaged condition. If the item is returned damaged in any way then we will not be able to offer a refund and it will be your responsibility to arrange the pickup of the item at you cost
e. Items won on an auction are non-refundable.
5. Pricing & Payment
a. While we try and ensure that all prices are accurate, errors may occasionally occur. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of continuing with your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled.
b. All prices include VAT at the applicable current rates but exclude delivery charges.
c. Secure Credit Card Transactions: In order for us to safely and securely process your order using a credit card, the page where you enter your card details is held on a secure server. When this information is sent it is in an encrypted format.
d. No item will be dispatched until full payment has been received and cleared by the bank. For this reason electronic means of payment are preferred.
6. Discounted Bulk Purchases OR Items Bought for Trade or Resale
a. All items bought by companies or individuals for trade or resale purposes will not have any warranty.
b. Discounted bulk purchases do not have any warranty.
7. Contacting Customer Services
a. For all enquiries including dispatch, delivery and after sales service please contact the customer service team on 0844 596 0011.
8. Product Description and Availability
a. Occasionally manufacturers will update their products, and we reserve the right to supply these, even if pictures and descriptions may vary from the listing shown.
b. Pictures are for illustration purposes only and products may occasionally vary in size, shape or colour.
c. Items are sometimes sold that are not available at the specific time of the sale. The estimated delivery time will be shown but due to circumstances beyond our control we may not be able to dispatch at the estimated time. PRO ELITE Limited shall be under no liability for any delay or failure to deliver within the estimated time scales.
d. Whilst we do our best to ensure that stocks of products are available there may be occasions where broken or damaged stock prevents us from fulfilling an order. In such instances you will be given the choice to wait for stock to arrive or be given a full refund.
9.NEW MEMBER SUBSCRIPTION DISCOUNT CODES
*ONLINE: log in online and use the unique promo code provided in the email at the checkout on a minimum spend of £30; Voucher valued at 10% off your order; Member exclusive; Valid for 1 month from the date received; One time use only; Offer valid on branded full-price products only. Not valid in conjunction with any other offers; Not redeemable for cash or Gift Vouchers; Offer redeemable online at PRO ELITE, One per customer, per transaction.
a. The maximum liability for any reason is limited to the cost of the item paid.
a. For International orders, Customs departments will randomly select packages, which they will open and check. Although this does not happen often, they will occasionally open interior packaging. We cannot accept responsibility for these occurrences as Customs procedures are outside our control.