At the House2Home Megastore we always want shopping to be a pleasant and satisfying experience for you. In order to achieve this, we would like explain the delivery procedure, receiving of goods and our returns policy to you, so that you know exactly what to expect with regard to delivery and in the unlikely event that you need to report any damage / missing parts or return any goods to us. All our products include FREE delivery to most UK mainland addresses = 0 £ 0 pence.
We will endeavour to deliver goods within any indicated timescales given to you on receipt of your order, although goods are subject to availability and delay in delivery of goods is sometimes out of our control. Delivery timescales are estimated as shown on each and every product on our website, although deliveries are normally made within 28 working days. All delivery dates are approximate only and we shall not be liable for any consequential loss or any other loss, costs, damages, charges or expenses incurred by you in the delayed delivery of the goods to you however caused.
Once we have received your order, we will check all the details over carefully, at which point we will send you a return email accepting your order. At this point we will be able to answer any additional questions you may have regarding your purchase. Once this is done and payment in full has been received, we will then process your order as quickly as possible to ensure you receive your goods promptly. Although we are frequently asked, we may be unable to confirm whether it will be an AM or PM delivery due to the varying types of freight company’s we use and the general logistics of the road network on the day of delivery. Deliveries are carried out between Monday – Friday only (excludes weekends, bank holidays & annual closures/shutdowns) and normally between the hours of 8am – 6pm.
Whilst we normally dispatch stock items within 7 days from receipt of order, some products may take up to 28 days to deliver due to circumstances beyond our control as on occasions a particular item may be temporarily out of stock from the manufacturer or distributor. However, rest assured we will dispatch the item to you as quickly as possible or as soon as it becomes available, although if the order is delayed by more than 14 days you will have the right to request a refund and to cancel the order. We also strongly advise you not to organise the installation of your goods with any qualified installer based on any provisional delivery dates given to you, as goods can sometimes be short delivered, be incorrectly delivered, arrive damaged or can be lost in transit to you.
Once you order is processed, we will only deliver the goods to the delivery address that you have given us on your order and we reserve the right to refuse delivery to any particular postcodes as stated in our terms and conditions. In instances where we say delivery is free on a product this will only be to mainland UK unless specified otherwise. However, we reserve the right to levy an additional delivery charge for more remote locations in the UK, where applicable, which maybe dependent on both location and the product ordered. We do not ship products overseas outside of the UK under any circumstances. If, you need to amend the delivery address then you would need to notify us of this in writing via email and certainly before goods are shipped as thereafter, we may not be able to amend the delivery address once your order is in transit. Additional assistance will be required to offload the goods from the vehicle when it arrives at the delivery address due to the varying nature, size & weight of the goods we offer and especially as all deliveries are 1-man, kerbside service unless we specify otherwise which would be stated on the individual product in question, where applicable, on our website. In the case of very large or heavy items these will be delivered on a pallet. Again, the delivery service offered on this type of product is based on a 1 man, kerbside, only delivery. Note – All deliveries irrespective of what goods are being delivered are to a ground floor address as the couriers are not insured to carry goods into your property/delivery address nor up flights of stairs. Due to the nature and weight of some products the goods may arrive palletised so you will need to arrange additional assistance to offload the goods from the vehicle/pallet when they arrive at your nominated delivery address. The products are delivered on a pallet normally by a vehicle in excess of 7.5 tonnes or more so please ensure to have adequate access and to advise us in writing by email if your property has any difficulties with access as soon as you have placed your order so we may look to make alternative arrangements to avoid you incurring additional costs in the event a delivery cannot be made if the vehicle cannot deliver safely to your location. If, there are access issues for palletised deliveries and you advise us in advance of dispatch in writing via email then we maybe able to arrange a smaller vehicle where possible although in these instances you would be liable for any additional costs, we incur in providing this service where applicable. You will also need to fully unwrap and visually inspect the goods on delivery for any signs of transit damage before signing for the goods which is not just classed as saying you have received them but that you have received them in a satisfactory, good condition, free from any signs of damage. Now we and our suppliers use reputable freight companies to transport your goods and as stated you will be required to sign for them on receipt (please see further information in the next paragraph with the heading “Signing for Goods” for more specific in depth information of how to sign, check and report any damage or missing parts found on delivery. Once a consignment of goods is shipped it becomes the freight company’s responsibility to transport the goods safely to the intended destination. By signing the consignment / delivery note, you are indemnifying the freight company of any responsibility and acknowledging that you have received the goods in “Good Condition” unless you state otherwise on the delivery note that that the goods have been received damaged. Consequently, we will not be able to replace any damaged goods free of charge if not mentioned on the delivery note and or not brought to our attention in writing via email within 48 hours of receipt of the delivery of the goods. Please be aware that the freight company/courier will only move the goods to the nearest point i.e., kerbside, depending on access. The freight company/courier will be unable to move the goods across gravelled, or unfinished drives, through narrow openings, or up steps or gradients/slopes. Unfortunately, due to insurance and health and safety reasons the freight company/courier is NOT permitted to move the goods inside your property for you. It is for these reasons why we recommend that you have help on hand to accept delivery of the goods on arrival at your property, as deliveries are unless we specifically state otherwise in writing on our website by 1 delivery driver to ground floor addresses only who will require assistance with offloading and or moving the goods at your nominated delivery address on arrival.
When accepting a delivery, if you do not have time to examine the goods, then you should cross out “Received in Good Condition” or words to that affect and write on the consignment/delivery note also known as a (POD) Proof of Delivery “Received Damaged” and then sign for the delivery. This will then give you an extended period of time of up to 48 hours to examine the Goods and report any damage and or missing parts to us. After this time, we cannot accept any claims for damage. So please, for your own protection check the goods thoroughly before accepting them and refuse any items with visible damage or clearly sign “Received Damaged” if you are unable to check any item thoroughly on receipt. Please remember you are not just signing to say that you have received the goods or that the box containing the goods is in good condition you are signing to say the goods inside the box have arrived in good condition. However sometimes boxes/packaging may not always show signs of damage on the outside but when unwrapped may reveal damage whereas sometimes boxes can be damaged but when opened there is no damage to the goods. Be aware that freight companies/couriers will also not accept any claims for damage in instances where goods are signed for as “Unchecked”, Not Checked, Unexamined or words to this affect as this is classed in the same way as signing for the goods as “Received in Good Condition” or arriving in “Good Condition”, so please for your own protection do not sign for goods in this way otherwise you will indemnify the Freight company of any liability in respect of any damage claim and will be taking that responsibility on yourself. Now you don’t need your installer/tradesman to check the goods for damage a simple visual inspection of the product once unpacked should reveal any visible signs of damage. Please don’t wait until your installation date before unpacking the product because should damage be evident then you will not only be out of time to make a valid claim but this will also cause disruption to both you and your installer. Whereas if you inspect the goods once they arrive if there are any issues, we can then resolve them prior to you booking your installer to fit them.
If within 48 hours after receiving the goods and signing for them as “Received Damaged” you find damage or missing parts not visible at the time of delivery, then you should report it to us immediately in writing by email together with supporting digital photographs. Failure to do so will not entitle you to a valid claim and we shall have no further liability for the goods said to be received damaged or missing on delivery after 48 hours from receipt of the delivery date. Similarly, if any items are found to be damaged have missing parts or are incorrect on receipt then we will arrange an exchange / replacement part and or goods to be sent to you free of charge as soon as possible.
As soon as we have delivered the goods you will be responsible for them. If, however you delay in accepting the goods, our delivery responsibility for everything other than any damage due to negligence will end on the date the freight company tried to deliver the goods to you. The freight company shall be entitled to hold the goods in storage and to charge you the reasonable costs of such storage and insurance which you will be liable to pay to them. You may also be liable for a additional delivery charge caused by these events in the re delivery of the goods for a second time. You should also be aware that once we begin the delivery process which means goods are on the way, you will not be able to cancel any contract you have with us for services we have carried out by on your behalf e.g., postage and packaging services.