Help / FAQs | AJ Products

Help & FAQs

1. Product & Services

(1.1) Product Specifications and Dimensions

(1.2) Pricing

(1.3) Getting a quote

(1.4) Product Guarantee

(1.5) Typo Errors

2. Ordering & Payment

(2.1) How to order online

(2.2) Payment methods

(2.3) Credit Accounts

(2.4) Promotional codes

3. Delivery

(3.1) Where we deliver to

(3.2) Delivery charges

(3.3) Delivery times

(3.4) Product assembly

(3.5) Orders Lost in Transit

4. Returns & Refunds

(4.1) Returns Policy

(4.2) Refunds & Exchanges

5. Changes & Cancellations

(5.1) How to cancel an order

(5.2) Making changes to your order

6. Security & Our Policies

(6.1) Terms & Conditions

(6.2) Security Statement

(6.3) Environment

1. Products & Services:

(1.1) Product Specification & Dimensions

We have done our very best to make sure that all of the information pertaining to the products on this website are correct. However, some of the information stated on the website may be incorrect so please do not hesitate to Contact us should you need confirmation of sizing or any other product information.

(1.2) Pricing

Prices on the website do not include VAT as standard. If you want prices on the website to show including VAT please check the “Incl. VAT” button at the top of the page.

(1.3) Getting a Quote

We would be delighted to provide you with an official quotation for any goods that you are looking to order. Please contact the Sales Team to receive a quote.

(1.4) Product Guarantee

All products are automatically covered by a one year guarantee subject to normal use. A longer guarantee period for a particular product is clearly stated. During the guarantee period, we reserve the right to send you spare parts free of charge. Specially ordered items outside our standard product range are not covered by the guarantee.

(1.5) Typo Errors

In the event that a product is listed with an incorrect price or incorrect information due to typographical error received from our suppliers, AJ Products (UK) Ltd has the right to refuse or cancel any orders placed for that product.

2. Ordering & Payment:

(2.1) How to order online

Ordering online is easy. Just follow these simple steps.

• You can browse for an item via the category navigation function or search for the product in the search bar (located top right). You can search by product code or description.

• Simply click on the item you want to buy, and select "Add to Basket"

• When you are finished shopping simply select the 'Open Shopping Basket' button. At this stage you can review your order.

• If you are happy with what you are ordering, click on “Go To Checkout” where you will be required to either log in or, if you do not yet have an account, you will need to register your details.

• Confirm your billing and delivery address.

• Finally, complete your order by using our one page order confirmation. Please remember to select payment method – credit card or invoice (subject to conditions) and to accept our terms and conditions.

Terms of Sale

All prices exclude VAT. All orders to mainland UK are delivered with the freight paid by AJ Products (UK) Ltd (ground floor only). AJ Products (UK) Ltd retains full title to the goods until payment in full has been received. Orders with a value of less than £75.00 (excl. VAT) are subject to a small order charge of £7.50 (excl. VAT).

(2.2) Payment Methods

We welcome payment by credit card (not American Express), debit card and purchase card. Alternatively, payment can also be made by company cheque or BACS once an account has been opened for you (subject to a credit search).
Terms of Payment

(2.3) Credit Accounts

After delivery you will receive an invoice from us with 30 days terms. We reserve the right to deliver goods Cash on Delivery. After the due date, we reserve the right to charge interest on arrears at 2 % above the current lending rate of Danske Bank at the time.

(2.4) Promotional Codes

If you have a valid promotional code, you can enter this code when you get to the Checkout page when placing your order.
Each promotional code has its own time constraints and percentages.
If you are experiencing any problems entering your promotional code, please do not hesitate to Contact us.

3. Delivery:

(3.1) Where we deliver to

We deliver to the whole of the UK. Deliveries to the Highlands and Islands (including Isle of Wight and Isle of Man) are subject to additional charges. Please Contact us for details.

(3.2) Delivery charges

Delivery to mainland UK (excluding Highlands) is included in the price of the product. Orders with a value of less than £75.00 (excl. VAT) are subject to a £7.50 small order charge.

(3.3) Delivery times

We aim to deliver your order as quickly as possible. Our delivery times vary from product to product. Please Contact us for an accurate lead time.

(3.4) Product assembly

Many of our products are delivered flat packed in order to keep our costs as low as possible for you our customer. We can arrange for the product to be assembled and installed for you (subject to a charge). Please Contact us for more information.

(3.5) Orders damaged or lost in transit

Whilst we strive to keep delivery damages and losses to a minimum there are occasions where products can be delivered damaged. Please help us by checking your goods on delivery and noting any damage or shortage on the delivery note and then Contact us to let us know. If this is not possible to do immediately then please let us know of any damage or shortage within 7 days of receipt of your delivery.

4. Returns:

(4.1) Returns Policy

You are entitled to return the goods within 10 days from delivery. Call us to let us know that you are returning the goods. Please have your customer number and order number ready to quote. The return freight will be paid by us if you follow the directions given when you call us.

The goods must be properly packed in the original packaging and in the original condition that you received them in. AJ Products (UK) Ltd reserves the right to charge a restocking charge for products that are being returned due to misorder. We are not entitled to cover any damage caused to the products by the customer.

(4.2) Refunds & Exchanges

See point 4.1

5. Changes & Cancellations:

(5.1) Cancelling an order

If you wish to cancel your order please let us know as soon as possible so that we do not incur unnecessary costs

(5.2) Making changes to your order

If you wish to change your order please let us know as soon as possible so that we do not incur unnecessary costs

6. Security & Our policies:

(6.1) Security Statement

Your online payment is secured by RBS World Pay using payment services from DIBS (www.dibs.se). DIBS systems are certified by VISA and MasterCard to provide secure payment transactions in accordance with PCI DSS. All communications between the online store and your bank is handled by DIBS and encrypted via SSL (Secure Sockets Layer). Payment is made on a secure payment page with an address that begins with https:// and with a padlock in the bottom right corner of your screen confirming that the data is secure. AJ Products (UK) Ltd therefore does not have access at any time to your card information and cannot record or store your card details.
We accept the following debit and credit cards:

If you would like any further information regarding DIBS services and secure payments please visit http://help.dibs.se or support@dibs.se or phone +46 (0)8 527 525 00.

(6.2) Environment

The AJ Group is environmentally aware and makes every effort to recycle waste packaging where possible.

(6.3) Terms & Conditions

General
In these Conditions A.J. Products (UK) Ltd. is the Seller. The Buyer is the person or persons whose order for Goods is accepted in writing by the Seller. Goods are goods (including any instalment of the goods or any parts for them) which the Seller is to supply in accordance with these Conditions. The definition of quantity, quality, description of and any specification for the Goods is as contained in the Buyer´s order if accepted by the Seller in writing. Delivery is made by the Seller delivering the Goods to the place agreed by the Seller or, if agreed by the Seller, by the Buyer collecting the Goods at the Seller´s premises at any time after the Seller has notified the Buyer that the Goods are ready for collection.

Validity
These Conditions are the only terms and conditions on which the Seller does business. Any variations to the Buyer´s order of these Conditions are not valid unless agreed in writing by the Seller.

Offer
Our offer is without obligation and on a strict business-to business basis. We reserve the right to change technical or other specifications without prior notice to conform with any applicable statutory or EU requirements or, where the Goods are to be supplied to the Buyer´s specification, which do not materially affect their quality or performance.
Your order in writing, by telephone or telefax is a binding offer and an agreement is reached when we confirm the order in writing. Any later changes in the order must also be confirmed in writing.

Cancellations
Cancellations of orders are accepted only after an agreement has been reached with us and confirmed in writing with a specification of reimbursement or other compensation due to the Seller if applicable.
We do not accept any cancellations of specially ordered items outside our standard product range.

Prices
All prices exclude VAT. The Seller reserves the right to change the price of the Goods to reflect any increase in the costs of the Seller due to any factor beyond the control of the Seller by giving notice to the Buyer before the delivery. All orders are delivered within the UK mainland with the freight paid by us (to the ground floor only). Orders with a value of less than £75.00 (excl. VAT) are subject to a small order charge of £7.50 (excl. VAT).

Payment
Terms of payment are 30 days from invoice date. For payments received later than 60 days from invoice date interest on arrears will be charged at 2 % over the current lending rate of Danske Bank at the time. We reserve the right to deliver goods Cash on Delivery.
The Seller retains full title to the Goods until such time as the customer has paid in full.
The Seller shall be entitled to invoice the Buyer for the price of the Goods on or at any time after delivery of the Goods, unless the Goods are to be collected by the Buyer or the buyer wrongfully fails to take delivery of the Goods, in which event the Seller shall be entitled to invoice the Buyer for the price at any time after the Seller has notified the Buyer that the Goods are ready for collection or (as the case may be) the Seller tendered delivery of the Goods.

The Seller shall be entitled to recover the price payable for the Goods even if delivery has not taken place and title has not passed to the Buyer. If the Buyer fails to make any payment on the due date then, without prejudice to any other right or remedy available to the Seller, the Seller shall be entitled to:

(a) Cancel the contract or suspend further deliveries to the Buyer;

(b) Appropriate payment made by the Buyer to such of the Goods (or the goods supplied under any other contract between the Buyer and the Seller) as the Seller may think fit (notwithstanding any purported appropriation by the Buyer).

(c) Charge the Buyer interest (both before and after any judgment) on the amount unpaid, at the rate of 2% over the current lending rate of Danske Bank at the time, until payment in full is made (a part of the month being treated as a full month for the purpose of calculating interest).

Delivery
The Seller will do its utmost to keep delivery times quoted or indicated in our order confirmations but these are valid as indications only unless otherwise expressly guaranteed in writing. Also, the Seller shall not be liable for any kind of costs incurred should the Seller fail to meet an indicated time of delivery. The Seller reserves the right to make and invoice partial shipments. Where Goods are to be delivered to the Buyer in instalments each instalment is a separate contract and as such the Buyer is not entitled to treat the contract as a whole as repudiated if one or more instalments are not delivered. Customers wishing to collect ordered goods from our warehouse must do so within three days of notification of arrival. Goods held longer than one week are liable to a storage charge. If the Goods are not collected or delivered the Seller shall be entitled to sell the Goods at the best price readily obtainable and (having deducted reasonable costs for storage and selling expenses) the Seller may recover from the Buyer any shortfall below the price obtained for the Goods and the price payable under the contract without prejudice to any other right or remedy available to the Seller. If the Seller fails to deliver the Goods (or any instalment) for any reason other than any cause beyond the Seller´s reasonable control or the Buyer´s fault, and the Seller is accordingly liable to the Buyer, the Seller´s liability to the Buyer shall be limited to the excess (if any) of the cost to the Buyer of purchasing similar goods (in the cheapest market available) to replace those not delivered over the price of the Goods.
Delivery terms: Standard delivery terms: DDU - Delivered Duty Unpaid buyers’ premises. When purchasing with own pre-arranged transport: FCA - Free Carrier seller’s premises. The customer then becomes responsible for arranging transport, insurance claims and all other transport issues. All delivery terms according to INCO TERMS 2000.

Title
The Seller reserves title to the Goods until payment in full is made by the Buyer to the Seller. Until title to the Goods passes to the Buyer, the Buyer shall hold the Goods as the Seller´s fiduciary agent and bailee, and shall keep the Goods separate from those of the Buyer and any third party and properly stored, protected and insured and identified as the Seller´s property, but the Buyer shall be entitled to resell or use the Goods in the ordinary course of its business. Until such time as the property in the Goods passes to the Buyer (and provided the Goods are still in existence and have not been resold), the Seller shall be entitled at any time to require the Buyer to deliver up the Goods to the Seller and, if the Buyer fails to do so forthwith, to enter upon any premises of the Buyer or any third party where the Goods are stored and repossess the Goods.

Carriage and Insurance
All goods delivered carriage paid are insured by AJ Products (UK) Ltd. Risk of damage to the Goods or loss of the Goods passes to the Buyer at Delivery notwithstanding that the title in the Goods shall not pass to the Buyer until the Seller receives payment in full in clear funds for the price of the Goods. In all other cases insurance is the Buyer’s responsibility. The Buyer must check the goods immediately on receipt and any transport or other visible damages must be noted on the transport document before it is signed in receipt of goods and reported to AJ Products (UK) Ltd. without delay.

Guarantee
All products are automatically covered by a one year guarantee from invoice date, subject to normal use. Any longer guarantee period for a particular product is clearly stated. During the guarantee period, we reserve the right to send you spare parts free of charge.

Claims
Any claim by the Buyer based on any defect in the quality or condition of the Goods or their failure to correspond with the specification shall (whether or not delivery is refused by the Buyer) be notified to the Seller within 7 days of the date of delivery or (where the defect or failure was not apparent on reasonable inspection) within a reasonable time after discovery of the defect or failure. If delivery is not refused, and the Buyer does not notify the Seller accordingly, the Buyer shall not be entitled to reject the Goods and the Seller shall have no liability for such defect or failure, and the Buyer shall be bound to pay the price as if the Goods had been delivered in accordance with the contract. Where any valid claim in respect of any of the Goods which is based on any defect in the quality or condition of the Goods or their failure to meet specification is notified to the Seller in accordance with these Conditions, the Seller shall be entitled to replace the Goods (or the part in question) free of charge or, at their sole discretion, refund to the Buyer the price of the Goods (or a proportionate part of the price), but that the Seller shall have no further liability to the Buyer. Subject as expressly provided in these Conditions, and except where the Goods are sold to a person dealing as a consumer (within the meaning of the Unfair Contract Terms Act 1977) all warranties, conditions or other terms implied by statute or common law are excluded to the fullest extent permitted by law. Except in respect of death or personal injury caused by the Seller´s negligence, the Seller shall not be liable to the Buyer by reason of any representation (unless fraudulent), or any implied warranty, condition or other term, or any duty at common law, or under the express terms of the contract, for any indirect, special or consequential loss or damage (whether for loss of profit or otherwise), costs, expenses, or other claims for compensation whatsoever (whether caused by the negligence of the Seller, their employees or agents or otherwise) which arise out of or in connection with the contract shall not exceed the price of the Goods, except as expressly provided in these Conditions.

Returns
The customer is entitled to return the Goods within 10 days from delivery on the following conditions: Returns will only be accepted if the customer has written consent from AJ Products (UK) Ltd before the Goods are returned.
The return freight will be paid by AJ Products (UK) Ltd. on condition that the customer first contacts us and follows the instructions given. The Goods must be properly packed to ensure that they are returned without any damage and received in the same condition as when delivered.

We will not cover any damages caused by a customer. The Buyer does not have any right to return Goods ordered over 100 in number or £500 in value unless a product sample has been ordered prior to placing the order for the full quantity.

This return right does not cover specially ordered items outside our standard product range. AJ Products (UK) Ltd reserves the right to charge a restocking charge for products that are being returned due to misorder.

Force Majeure
The Seller is not liable for any delay or failure whatsoever or be deemed to be in breach of contract for any delay or failure whatsoever should this delay or failure be the result of any Act of God, war, riot, extreme weather conditions, strikes or any other circumstances beyond our control.

Other provisions
(a)(1)This clause applies if:
(i)the Buyer makes any voluntary arrangements with its creditors or (being an individual or a firm) becomes bankrupt or (being a company) becomes subject to an administration order or goes into liquidation (otherwise than for the purpose of amalgamation); or
(ii) An encumbrancer takes possession, or a receiver is appointed, of any of the property or assets of the Buyer; or
(iii) The Buyer ceases, or threatens to cease, to carry out business; or
(iv) The Seller reasonably apprehends that any of the events mentioned above is about to occur in relation of the Buyer and notifies the Buyer accordingly.

(2)If this clause applies then, without prejudice to any other right or remedy available to the Seller, the Seller shall be entitled to cancel the Contract or suspend any further deliveries under the Contract without any liability to the Buyer, and if the Goods have been delivered but not paid for the price shall immediately become due and payable notwithstanding any previous agreement or arrangement to the contrary.
(b)Any notice required or permitted to be given by either party to the other under these conditions shall be in writing addressed to the other party at its registered office or principal place of business or such other address as may have in relevant time been notified pursuant to this provision to the party giving notice.
(c)No waiver by the Seller of any breach of contract by the Buyer shall be considered as a waiver of any subsequent breach of contract of the same or any other provision.
(d)If any provision of these conditions is held by any competent authority to be invalid or unenforceable in whole or in part the validity of the other provisions of these
Conditions and the remainder of the provision in question shall not be affected.

Governing Law
Governing law is the law of the United Kingdom.

7. FAQs:

1) I am new to the website. How do I order online?

Ordering online is easy. Just follow these simple steps.
• You can browse for an item via the category navigation function or search for the product in the search bar (located top right). You can search by product code or description.
• Simply click on the item you want to buy, and select "Add to Basket"
• When you are finished shopping simply select the 'Open Shopping Basket' button. At this stage you can review your order.
• If you are happy with what you are ordering, click on “Go To Checkout” where you will be required to either log in or, if you do not yet have an account, you will need to register your details.
• Confirm your billing and delivery address.
• Finally, complete your order by using our one page order confirmation. Please remember to select payment method – credit card or invoice (subject to conditions) and to accept our terms and conditions.

2) I have forgotten my password

If you have forgotten your password or if you are an existing customer and this is your first visit to our new site, please fill in your e-mail address and a new password will be mailed to you within a minute.

3) I cannot log-in.

If you have requested a new password and you are still having trouble logging in, please call the sales Department.

4) Can I place an order online without a log-in and password?

No unfortunately the order process requires you to register for a log-in and password. Rest assured that your details are not passed on to third parties.

5) I cannot locate an item on your website. What can I do?

Please call our Sales Department who will be more than happy to help you. We have a number of suppliers whom we work closely with and may be able to source what you are looking for.

6) Do the prices on your website include VAT?

Prices on the website do not include VAT as standard. If you want prices on the website to show including VAT please check the “Incl. VAT” button at the top of the page.

7) Do you deliver for free?

All orders are delivered within the UK mainland with the freight paid by us (to the ground floor only). Orders with a value of less than £75.00 (excl. VAT) are subject to a small order charge of £7.50 (excl. VAT).

8) How do I pay you?

Orders placed via the website can be paid immediately by most Debit and Credit cards (not American Express). Alternatively, if you are ordering on behalf of a company you can request to be invoiced – credit account subject to a credit check.

9) Can you invoice me?

If you are ordering on behalf of a company you can request to be invoiced – credit account subject to a credit check.

10) How long after I order will I receive my goods?

This depends on what you order. Some products can be delivered next day. Others may take longer. Please Contact us for more information.

11) Where are my goods?

If you have placed an order but not received an order acknowledgement then please log-in to your account to make sure that your order has been verified and to check on the progress of your order. Do not hesitate to Contact us if you require any further information.

12) I have received a damaged product. What do I do?

13) Do I need to assemble the products myself?

Many of the products that we sell are delivered flatpacked in order to save money. Assembly of these items is generally straight forward. However we can arrange (at a cost) for assembly and installation.

14) Can I arrange for delivery to a different address?

Yes. Please specify this address on your order.

15) I like this product but do you do it in a different colour / size?

If you cannot see exactly what you are looking for please do not hesitate to Contact us. We may be able to help!

16) I want to return my goods. What do I need to do?

In the unlikely event that the product is not what you expected or if you have mis-ordered, goods can be returned provided that they are in the original packaging. Larger quantities of the same product cannot be returned – order a sample first. Some returns may be subject to a re-stocking charge.

17) Do you have a catalogue?

Yes we do. If you would like to receive a free copy of our catalogue, please complete the Catalogue request form or Contact us.

18) We are looking to refurbish our office / warehouse. Can you provide a site visit and advice?

Yes! We would be delighted to visit you in your premises to provide advice and a space planning service. Please Contact us for more information.