Delivery & Assembly
1. Where we deliver
We deliver to the whole of the UK. However, deliveries to Northern Ireland and all non-mainland islands are subject to additional charges (see #2). We cannot deliver to addresses outside of the UK.
For residential addresses we can deliver to the front door only. For business addresses we will deliver to goods-in or a ground floor reception provided there are no stairs impeding access to the building. We may be able to arrange delivery to a different floor if required; this will incur an additional charge (see #5). Please contact us for details. Please note that packaging and pallets will not be removed (see #3).
2. Delivery charges
Delivery to mainland UK is FREE of charge. Delivery to Northern Ireland, Scottish Islands, Channel Islands, Isle of Wight, Isle of Man and other offshore destinations will not be paid by AJ Products (UK) Ltd. and is charged separately. These charges cannot be applied automatically on our website and, should you place an order online at ajproducts.co.uk, we will need to contact you to discuss additional delivery charges and take payment before we can despatch your goods. We recommend that you contact us in advance for a delivery quote to these areas. Alternatively, we can deliver to a port or shipping company of your choice. Please note that, should you arrange your own onward transport, we accept responsibility for potential transport damage only as signed for at the address to which we have shipped and not to your final destination (see #6).
3. Delivery conditions
It is the customer’s responsibility to ensure that the delivery information provided is correct, that someone is available to accept the goods on delivery and that there are no physical restrictions or parking restrictions that would prevent access by the delivery vehicle. If we cannot deliver due to incorrect information being supplied by the customer or if no-one is available to accept delivery, the goods will be returned to the depot. If this occurs, then the customer will be charged for redelivery. Please contact us for details.
Delivery is made to the ground floor only. For residential addresses we will deliver to the front door. For business addresses we will deliver to goods-in or a ground floor reception provided there are no stairs impeding access to the building. It is the customer’s responsibility to inform us if delivery is not to ground floor. A carry-in service can be arranged at an additional charge (see #5).
Larger deliveries will be made on a pallet. The customer is responsible for removing the goods from the pallet and disposing of all packaging, including the pallet itself. If you are unable to do this, please contact us in advance of delivery.
4. Delivery times
We aim to deliver your order as quickly as possible. Our delivery times vary from product to product. The delivery times shown on our website are an estimated time of arrival for your goods and, while we expect to be able to deliver your goods accordingly, we do not guarantee delivery within the timeframe specified. Please note that delivery times are shown in working days and do not include weekends or bank holidays. Delivery to more remote areas may add 1-2 days to the estimated delivery time. We will confirm your estimated delivery date on your order confirmation. We strive to keep you updated should there be any delays to your delivery but do not guarantee delivery on the day specified. Please note that a longer delivery time on one item may delay your whole order; please contact us if you require us to split your order. We reserve the right to part deliver your order.
5. Assembly and carry-in services
Many of our products are delivered flat packed in order to keep our costs as low as possible for you, our customer. You can find this information under the product specifications on each product page. On orders over £1000 (ex. VAT) in value, we are able to arrange for the product to be assembled and installed for an additional charge. Please contact us for more information.Unfortunately, we are currently unable to offer this service on orders under £1000 (ex VAT) in value.
If you wish for your goods to be brought into the property, we are able to provide a white-glove delivery service where a two-man team will deliver to your room of choice, unpack the goods and dispose of the packaging. This is a chargeable service. Charges start at £90 dependent on geographic area; please contact us for a quote. It is the customer’s responsibility to ensure that access routes into the building, including doorways, stairways and lifts, have been measured to ensure that the goods can be moved into position. In the event that the delivery team cannot deliver the goods to the floor or room requested due to physical restrictions, AJ Products will not refund the delivery charges and reserves the right to charge a restocking fee to cover the costs of returning the goods to our depot; for made-to-order goods this will be the full value of the goods. If you are unsure of any dimensions, please contact us.
6. 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. In the event that your goods arrive damaged, please follow the procedure outlined below. We will come back to you with a resolution as soon as possible and no later than two working days after notification of the damage.
Please help us by checking your goods on delivery and noting any visible damage or shortage on the delivery note. You have the right to ask the delivery driver to wait while you check your goods. Please do not sign for the delivery as clean if you can see any damage to either the goods or packaging; we would ask that you sign the driver's documentation accordingly and then contact us to let us know as soon as possible, and no later than 3 days after receipt of your delivery, so we can arrange a replacement. You have 3 days from the date of delivery to unbox your goods and check the product itself for any hidden damage and to ensure all parts have been included in the delivery. Hidden damage and shortage must be reported to our customer service team within 3 days of receipt of your delivery. If your delivery includes a large number of items, we do ask that you endeavour to check all goods delivered. Please note that after 3 days returns will not be accepted on the grounds of damage and you may be liable for any return and replacement costs. In order to facilitate damage claims, we will require photos of the damage both to the packaging and product. AJ Products will not accept damage claims on goods that have been moved to a different building or site from that to which we delivered. In the event of a damage claim, the customer has the right to replacement goods (or replacement parts, depending on the damage in question) to be provided free of charge or to a full refund; AJ Products accepts no further liability to the customer.
Please help us by checking your goods on delivery and noting any visible damage or shortage on the delivery note. You have the right to ask the delivery driver to wait while you check your goods. Please do not sign for the delivery as clean if you can see any damage to either the goods or packaging; we would ask that you sign the driver's documentation accordingly and then contact us to let us know as soon as possible so we can arrange a replacement. If the goods are signed for as undamaged, please unbox and check your goods as soon as possible for any damage or missing parts. Hidden damage must be reported to our customer service team within 24 hours of receipt of your delivery. We will arrange for a free of charge replacement to reach you as soon as possible. Please note that after 24 hours returns will not be accepted on the grounds of transport damage and you may be liable for any return and replacement costs (as per our returns policy). In order to facilitate damage claims, we will require photos of the damage both to the packaging and product. In the event of a damage claim, the customer has the right to replacement goods (or replacement parts, depending on the damage in question) to be provided free of charge or to a full refund; AJ Products accepts no further liability to the customer.
7. Delivery terms
Our standard delivery terms are DAP: Delivered at Place. Should you choose to purchase using your own pre-arranged transport, FCA: Free Carrier terms apply; the customer then becomes responsible for arranging transport, insurance claims and all other transport issues. All delivery terms are in accordance with INCOTERMS 2010. Cargo is delivered in accordance with Orgalime S2000.
8. Force Majeure
AJ Products is not liable for any delay or failure resulting from an Act of God, war, riot, extreme weather conditions, strikes or any other circumstances beyond our control.