Question 1

What should I do when my products been delivered?

Accepted Answer

When your step has been delivered, you should assess its suitability for the intended use with a full Risk Assessment. Your own H&S officer should complete this. You should read through our user instructions downloads page here... Inspect the product prior to using it and complete a full Maintenance Inspection, at least once every six months! We have a free inspection form to help you with this on our downloads page here... This is a piece of safety equipment, you should train all users for their own safety prior to use and record their training.For information on how to operate the braking system, to aid with your on site training, you can view our user video and download a copy of the instructions from our downloads page here...

Question 2

When can I expect delivery of my product?

Accepted Answer

All orders received, are acknowledged back by an order confirmation email which will give an anticipated date of delivery.

Our drivers deliver between the hours of 7am - 6pm Monday to Friday, if you have specific opening hours or are closed during any of the stated hours, then these should be noted on your purchase order to us.

Question 3

When can I expect delivery of my spares?

Accepted Answer

We stock all replacement spares and parts, the lead time from receipt of order is 2-3 working days for delivery.

Question 4

What happens if delivery is attempted when no one is about to sign for it?

Accepted Answer

We will always advise an ANTICIPATED date of delivery when you place an order, this means that we will attempt to deliver your item on or before the date acknowledged. As most customers always want their product as soon as possible, we will get your item delivered on the next available vehicle, more often than not this is earlier than the anticipated date. If you DO have specific dates that you require delivery between, then please let us know this at the time of order and we will endeavour to meet your requirements.

Should we attempt delivery and nobody is available to sign for the goods, then we reserve the right to charge carriage to return the item to our factory, any admin costs incurred and charge a re-delivery fee of the item. We will advise the costs for this ASAP after the rejection has taken place.

Question 5

What do I do if my products arrives damaged...

Accepted Answer

If your goods are damaged or received in an unsatisfactory condition, please reject the item so we can get a new one out to you! If the item can not be rejected, details MUST be noted on the driver's delivery note and our sales team must be notified in writing within 3 working days. Failure to do so may result in additional charges and additional lead time (which nobody wants!).

Question 6

I accidentally advised the incorrect delivery address, how can I get it redirected?

Accepted Answer

We all know accidents happen sometimes and it's not uncommon that we are provided a delivery address which is not for the intended user.

If this happens and you would like the product collecting and delivering to a different address, then we are able to collect your goods and re-deliver them to their correct destination.

The request must come from your reseller and we must receive your request in writing, along with the collection and delivery address to enable us to log your request and quote you accurately. Charges will include...

Collection charges from original destination
Admin charges
Re-delivery charges to correct destination

Question 7

Can I cancel my order?

Accepted Answer

The reseller may cancel an order at any time prior to despatch by sending in writing, the order number and our confirmation number, along with the reasons for cancellation.

As we manufacture everything to order, you may incur a charge if manufacturing of the item has already begun.

If the goods have been despatched then please see the restocking information for charges.

Question 8

Can I return my unwanted item(s)?

Accepted Answer

If for whatever reason you wish to return a product, you may do so by advising us in writing at any time up to 14 calendar days after receiving your goods, however we don't accept returns on spares.

Please contact us directly if you are a reseller of our goods or if you use the goods on your own site, and ensure we are made aware of your intention in writing, along with a picture of a valid warranty label prior to returning the item(s), we will then advise the return charges and a unique reference number, after they have been accepted we can restock the goods.

The item must not be damaged in any way and must be in a condition to be resold by us.

Question 9

Can I return my Bespoke Item(s)?

Accepted Answer

If you have a bespoke item we will not accept it back for restocking, this is because your item has been custom built for your specific needs.

Question 10

What's the restocking charges?

Accepted Answer

You will incur carriage both ways to collect and return the item(s)
Between 18 to 25 percent (of our current list price) handling charge, depending on the product range
An admin charge
Full cost of any modifications or extras applied to the product
Any refurbishment and any administration costs for any goods returned due to the buyer’s own error or abuse.

Please Note: Once the goods have been inspected at our factory we will issue the relevant refund against the original invoice. You can view our Terms & Conditions of Sale in the downloads section.

We will refund your initial order and re-invoice for the above charges.

Question 11

How does my product come packaged?

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FREQUENTLY ASKED QUESTIONS

What should I do when my products been delivered?

When can I expect delivery of my product?

When can I expect delivery of my spares?

What happens if delivery is attempted when no one is about to sign for it?

What do I do if my products arrives damaged...

I accidentally advised the incorrect delivery address, how can I get it redirected?

Can I cancel my order?

Can I return my unwanted item(s)?

Can I return my Bespoke Item(s)?

What's the restocking charges?

How does my product come packaged?