Returns, Refunds and Delivery

Returns, Refunds, and Complaints

Amendments or Cancelations

All amendments or cancellations of orders must be made within 24 hours of us receiving the order.

No Quibbles Guarantee

Our “no quibbles” guarantee means that if your purchase order is faulty or defective, you must return it to us unused and in its original condition within 21 days for a prompt replacement, exchange or refund.

Returns

How do I return an item? Simply call us at 020 8504 6766, and one of our customer support team will issue you with a Returns Authorisation Code that will enable us to process your return quickly and efficiently. You must obtain a Returns Authorisation Code before sending anything back to us, or we will not be able to process your return. To give you a few pointers on how we manage our returns, here are some simple and easy-to-follow guidelines:

Faulty or defective items: If you return an item because of an error on our part or it is defective, we will happily refund your costs in returning it to us. You are responsible for any other service provided to you in connection with your purchase, e.g., wrapping. The item(s) must be returned within 30 days of purchase.

Items lost in transit: We cannot be held responsible for packages lost in transit: as you are responsible for returning the item(s) to us, we recommend sending the package by Recorded/Special Delivery.

Refunds

Refunds, replacement, and exchanges: Refunds For items that are defective or faulty and sent back to UK Trade Supplies Ltd within 21 days, a refund, replacement, or exchange will be processed within 7 working days of receipt of the returned item(s) by UK Trade Supplies Ltd. A refund will be made in the same form of payment that was used to make the initial purchase. Please note that item(s) that are returned to us that are not due to our error will have the return shipping costs deducted from the refund.

Please note, in all instances, UK Trade Supplies Ltd shall not be liable for incidental or consequential damages or expenses, including but not limited to lost profits or other economic or commercial losses. This warranty does not affect your statutory rights.

Complaints

UK Trade Supplies takes its relationships with customers very seriously, and we expend a great deal of effort ensuring that we keep you happy. We aim to reply to emails within one working day of receipt, whether they’re inquiries or, heaven forbid, complaints. If email is too impersonal, we encourage you to phone us on 020 8504 6766, where our customer support team will gladly be of assistance. All your feedback is appreciated, although we prefer good news!

Delivery

UK Trade Supplies will undertake any deliveries themselves FREE of charge for orders that are over £800 within the area surrounded by the M25 motorway. Any deliveries that are further afield or less than £800 will need to be costed and agreed with by UK Trade Supplies. Alternatively, collection of the item(s) is always available. Please contact us on 020 8504 6766 for further information.

A full list of delivery costs is available by following this link: Delivery costs.»

UK Trade Supplies Guarantee

All Products Manufactured By Uk Trade Supplies Limited Carry A 10-year Guarantee Against Cracking, Crazing, Discolouration, And Shrinkage Under Normal Use And Conditions (This Includes Foiled Products).

All Handles, Hinges, Friction Stays, And Hardware Items Will Be Guaranteed For The Minimum Of Twelve Months Or The manufacturer’s Guarantee Period.

These Terms And Conditions Do Not Affect Your Statutory Rights Under The Present Law.

Uk Trade Supplies Ltd. Reserve The Right To Change The Specification Or Guarantee Period Of Any Product Or Component At Any Time.

Duraflex Product Guarantee – White Pvc-u Profile

We guarantee our white PVC-u profile in normal use for 10 years (from the date of despatch) from any fault which appears and which is due to defective materials or workmanship.

If such a fault occurs, we will make good such PVC-u profile (by repair or replacement at our discretion) free of charge following a satisfactory site inspection and report.

If an identical product is not available, an alternative will be provided.

This guarantee applies only to the PVC-u profile referred to above and excludes any installation works and any indirect or consequential costs arising, whether from the use, replacement or repair of these materials or otherwise.

This guarantee does not apply to:

• Normal wear and tear.
• Any materials which have been the subject of accidental damage, damage by misuse, or damage through assembly or installation.
• We guarantee that the UK Trade Supplies profile is colorfast in accordance with the current British Standards methods of measurement and will not exceed grade 3/4 on the ‘Grey scale’.
• Where written notice of a fault is not provided by the customer to UK Trade Supplies Limited promptly after the customer is or ought reasonably to have been aware of it.
• Any products supplied outside the United Kingdom and the Republic of Ireland.
• Any product where payment in full has not been received by UK Trade Supplies Limited.

This guarantee is given for the benefit of both customers purchasing profiles from us in the course of a business or as a consumer.

In Relation To Customers Purchasing Profile From Uk Trade Supplieslimited In The Course Of Business, This Warranty Is In Lieu Of And Shall So Far As Legally Possible Replace And Exclude All Common Law, Statutory Or Other Warranties Or Conditions Whether Express Or Implied. Save As Specifically Mentioned Above, Uk Trade Supplies Limited Does Not Accept Any Liability, Whether In Tort Or Contract Or Whatsoever Or Howsoever Arising.

This Warranty Does Not In Any Way Affect The Statutory Or Other Rights Of A Consumer.

Duraflex 10-Year Product Guarantee – For Foiled Products

PVCu foiled profiles manufactured by UK Trade Supplies Limited carry a guarantee of ten years against defects and discoloration. Liability with respect to claims arising is limited to the free replacement of the profile which is defective; other direct, indirect, consequential charges and loss of profits are not accepted.

The foiled surface of the UK Trade Supplies profile has a colorfastness to din reference 54001, which states the color will not fall below grade 3 of the ‘Greyscale’.

A foiled profile must be manufactured and installed with due consideration given to increased heat gain and thermal movement and UK Trade Supplies guidelines.

The guarantee is granted subject to the following conditions:-

• The installation shall be restricted to the area of Middle and Northern Europe (North of latitude 46 degrees North) and mainland Italy at elevations below 1800 metres above sea level.
• The profile should not be submitted to a sustained temperature greater than 50ºC.
• Notice of claims shall be given in writing to UK Trade Supplies at its corporate address within 7 days of discovery of the said defect.
• The customer is obliged to supply all documents concerning the non-conforming product.
• The claimant shall allow reasonable access for the inspection and rectification (if any) of the installation.

If faults occur:-

• We will, using all reasonable skill, care, and diligence, make a good such profile (by repair or replacement at our discretion) free of charge following a satisfactory site inspection and report.
• If an identical product is not available, an alternative of similar or higher specification will be provided.
• The guarantee applies to the profile referred to above and excludes any installation works or any indirect or consequential costs arising, whether from the use, replacement, or repair of these materials or otherwise.
• If a representative from UK Trade Supplies has made a site visit and the claim is not justified then all costs incurred will be re-charged accordingly.

Technical points:-

• It is extremely important to provide adequate ventilation through all profiles allowing for constant airflow.
• Install the products at normal ambient temperatures between 5ºC and 25ºC.
• Ensure products are not left in direct sunlight prior to fixing and stored flat and undercover.
• Ensure UK Trade Supplies recommended fixing centers are observed for colored profiles.

The Guarantee does not apply to:-

• Normal wear and tear.
• Any materials which have been the subject of accidental damage, damage by misuse or damage through assembly or installation.
• Any product when payment in full has not been received by UK Trade Supplies.
• Products that have not been installed to UK Trade Supplies Technical Recommendations.

This guarantee is given for the benefit of both customers purchasing products from us in the course of a business or as a consumer.

In relation to customers purchasing profiles from UK Trade Supplies Limited in the course of business, this guarantee is in lieu of and shall, so far as legally possible, replace and exclude all common law, statutory or other warranties or conditions, whether express or implied. As specifically mentioned above, UK Trade Supplies Limited does not accept any liability, whether in tort or contract whatsoever or howsoever arises.

This guarantee does not in any way affect the statutory or other rights of a consumer.