Delivery

All delivery prices quoted exclude VAT, prices will vary depending on size and weight of goods being delivered.

If an item is out of stock, we endeavour to advise the customer and re-arrange delivery as soon as possible.

Whilst we aim to deliver goods by the date stated, these are not guaranteed and we accept no liability for late deliveries. Larger deliveries, including orders with glass, may have to be made on 2 deliveries but we will always make the customer aware of this at the time. When placing orders please make us aware of any special delivery instructions and we will follow these where possible, however we will not leave products in areas where a signature cannot be taken unless directed to by the customer.

We will not be responsible for any delays made by a 3rd party courier.

Your order will be delivered by a third party. It is important that you check all products before signing for them and do not put them in storage without inspection. Any problems with the delivery must be notified immediately and noted on all paperwork, we will not be liable for ANY damage or discrepancies with orders once it has been taken off the delivery vehicle. Notification of our sales office should be no more than 24 hours from the date of delivery.

If the goods have been received as damaged but have been signed for NE Balsutrades is not liable or held responsible to refund the products.

NE Balustrades will not be liable for damaged or lost items due to inaccurate information given during the checkout process, including the customer inputting an incorrect address. We will also not be liable for any re-delivery fee’s. On this basis we ask you to please check all information thoroughly.

We will not be held liable for any loss of earnings, subcontract fee’s or consequential loss due to late deliveries. We strongly recommend you do not book any fitters or installers until you have received the goods and have signed for them in good condition.

As standard, delivery will be made on a driveway or to a curb-side where safe and possible to do so. We will not carry goods to any other locations. Deliveries by courier will also be curb side.

We are not responsible for the removal of any packaging materials from the delivery that has been made. We are also not responsible for the removal or disposal of any existing building materials or balustrade components that you are replacing. On this basis we suggest you have everything required in place before installation commences.

From previous experience can we ask that young children and pets are kept away from any unloading area’s when we are delivering any goods or glass.

Returns

We have a 14-day return policy, which means you have 14 days from the date of delivery to request a return.

Subject to the terms of this clause 12, goods ordered incorrectly or ordered in excess of the amount required may be returned provided that they are unused, in their original undamaged packaging and in good resaleable condition. The return of any undamaged stock items will be subject to a 30% restocking fee + VAT. We reserve the right to refuse returns on items that are not stock items.

Glass cannot be returned or the cost refunded after it has gone into production and/or delivered.

To start a return, you can contact us here, If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

No goods can be returned more than 14 days after they have been delivered. There will be a minimum collection charge to cover the cost of collecting goods and returning them to our warehouse of £30. This may increase for bulky or long products or for goods that are collected from a location that is more than 50 miles from our warehouse where the cost will be the cost of our collection.

All damaged goods must be returned within 14 days of the date of delivery. Provided that they are signed for as damaged and returned to us, replacement goods will be dispatched within 14 days of receipt of the damaged goods by the Company.

Any items that have been specifically manufactured to customer requirements cannot be returned unless their manufacture is not in accordance with agreed terms. This includes (but is not limited to) products that have been cut, powder coated, mirror polished, welded or drilled.