At Manor House Kenilworth Ltd we always want your shopping experience to be pleasant, easy and fluent. In order for us to achieve this, we would like explain the delivery procedure, receiving of goods and our returns policy to you, so that you know precisely what to expect from our delivery service and exactly what to do in the unlikely circumstance where a product may come with a missing part or damaged. Or in the instance where you wish to return a product.
When we receive your order, our experienced sales and service team will check over all of the details carefully and precisely. This will give us the opportunity to answer any queries or special information you have sent through to us, regarding your purchase. Once we have completed this and full payment has been received we can promptly start to process your order and aim to dispatch your order to you as quickly and as soon as possible. Providing the goods are in stock, we can usually dispatch 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. Please be reassured that we will despatch your product as soon as possible.
Once we have completely processed your order we will deliver your goods to the 'Delivery Address' given to us upon completion of the order. We will use a reputable freight company to transport your goods and you will be required to sign for them on receipt. Once a consignment of goods, which we will have quality checked, leaves our premises it becomes the freight company's responsibility to transport the goods safely to the delivery address. If you have any doubt about the quality of the product or delivery, please sign as 'damaged'
Here are our delivery services, broken down:
- Standard Delivery is FREE of charge with all orders over £50 to Mainland UK only
- Orders below £50 are at a rate of £6.50 to Mainland UK only (unless we state otherwise)
- We offer AM/PM week day and Saturday Deliveries (AM Only) to mainland UK including certain Scottish Highlands. If you are purchasing a fragile item with a Glass Window or Screen, we highly recommend upgrading to an AM Delivery as these are last on and first off the couriers vehicle
- In some cases there will be a surcharge for Palletised and Non-Palletised goods to remote areas, these prices are postcode based
- In some cases Scottish highlands and islands will be P.O.A - please contact 01926 851 570 for your delivery quote
- We cannot offer international delivery
Standard Delivery, for smaller goods such as accessories, small electric fires and some electric stoves
Our standard delivery will be a one man delivery from a nationwide reputable courier company. We usually recommend and advise that you have somebody there to help assist the driver upon delivery. Unfortunately due to insurance, health and safety reasons the driver is NOT able to move or place the product inside your property, however the driver will do their best to find the best and easiest access point for you.
Upon the delivery you will be asked by the Driver to sign the delivery note. Upon signing this consignment / delivery note, you are indemnifying the freight company of any responsibility and acknowledging that you have received the goods in "Good Condition". We recommend and advise that you unpack and check the goods as soon as you can. In the unusual instance where the delivery driver refuses to wait for you to unpack then please mark the goods as damaged on the delivery note, so you are covered for all eventualities. If you have checked the goods and they are found to be damaged, please mark this clearly on the delivery note and email our customer service team, firstname.lastname@example.org or alternatively phone us on 01926851570, quoting your Order Reference and Delivery Note, and we will advise you on whether to accept or reject the goods.
If you are not available upon the day of the delivery the Driver is to do as he feels most reasonable. Usually, this involves leaving a card through your letterbox and leaving the product in the most convenient place (e.g. a neighbours house). This may also mean that the delivery driver will leave you instructions to arrange a convenient re-delivery.
Palletised Delivery, for larger goods such as stoves, larger format gas fires and some electric appliances
With our Standard Delivery of palletised goods from Manor House Kenilworth Ltd there will usually be one delivery driver to move/wheel the pallet (e.g. Stove) upon delivery. We recommend and advise that you have somebody there to help assist the driver. Unfortunately due to insurance, health and safety reasons the driver is NOT able to move or place the product inside your property, depending on access he will move/wheel the pallet to the nearest wheel point or garage. Due to the weight of a palletised delivery (100kg+) the driver will not be able to move it across gravelled or unfinished drives, through narrow openings, or up steps.
We must advise that you check the goods while the driver is still there. The driver is obliged to wait with you up to 15 minutes, (for palletised goods only), whilst you unpack and check the goods. In the unusual instance where the delivery driver refuses to wait then please mark the delivery note as damaged on the delivery note, so you are covered for all eventualities. If you have checked the goods and they are found to be damaged, please mark this clearly on the delivery note and email our customer service team, email@example.com or alternatively phone us 01926 851 570, quoting your Order Reference and Delivery Note, and we will advise you on whether to accept or reject the goods (e.g. If the Stove Glass is damaged you can accept the goods but if any of the casting is damaged you must reject them as this cannot be repaired or replaced).
If you are unavailable when your palletised goods (eg. Stoves) are delivered on your pre-booked date, then re-delivery charges will apply.
2 Man / Surround Delivery
We now offer a two man delivery service for our fireplace surrounds and other large deliveries. This service only operates within a 20 Mile radius of our Manor House Kenilworth showroom and an extra cost of £25 is added to the cost of Standard Delivery charges. With this delivery service however, the driver will take the goods into your chosen area, providing there is a good access point. The delivery will also be arranged for a time convenient for yourself, normally in the afternoon, via a phone call from our customer service team.
Postcodes included in this service are:
B26, B27, B28, B33, B37, B40, B46, B90, B91, B92, B93, B94, B95, CV1, CV12, CV2, CV21, CV23, CV3, CV31, CV32, CV33, CV34, CV35, CV37, CV4, CV47, CV5, CV6, CV7, CV8
If you wish to have a Fireplace delivered and are outside of the Delivery area then please contact us on 01926851570 or email: firstname.lastname@example.org and we will try our hardest to arrange delivery for you. Alternatively, you can collect your surround from our easily accessible Kenilworth Showroom, this would be completely free of charge and will be checked, stored and secured safely.
Signing for the Goods
When accepting a delivery, if you do not have time to examine the goods, then you should cross out/write on the consignment / delivery note "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". Freight companies will also not accept any claims for damage in instances where goods are signed for as "Unchecked" as this is classed in the same way as signing for the goods as "Received 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.
Returns and Cancellations
Mail order, telephone and internet sales to individuals (not businesses) are covered by the Consumer Protection (Distance Selling) Regulations 2000 (UK Law Directive 97/7/EC) this means that you have the right as a customer to be protected by a 14 day cooling period after your goods have been delivered and also the right of cancellation between the moment of purchase till 14 working days after your goods have been delivered. In the unfortunate instance where you do wish to cancel or return your items to Manor House please contact us in writing by post or by email on email@example.com, under the Distance Selling regulations you have the right to receive a refund within 14 days of return/cancellation. We normally pay refunds within 7 days of cancellation or the goods being returned safely. We advise that you retain the original packaging as you will find it difficult to return the item without appropriate packaging. The goods must not have been fitted, installed or used in any way and they must be unmarked and free from blemishes of any kind, and you must return them in a new, saleable, somewhat mint, condition. A deduction can be made if the value of the goods has been reduced as a result of you handling the good more that necessary. All spare parts, made-to-measure fireplaces and special colour orders are non returnable and non refundable due to being a special order. The cost of returning the item to us is your responsibility and in some cases a Re-Stocking fee may apply - please note that some manufacturers ask for up to 30%.
Here at Manor House Kenilworth Ltd we also offer you the option of collecting your goods from our easily accessible rear yard at our Kenilworth Showroom. If you choose to collect your goods we will call you and arrange a convenient time for you to collect your goods, allowing us to be on hand to help when you arrive. Not only will we check your goods over, test any electrical items and keep your goods stored in a safe, well maintained area. We will give you any advise that you need regarding your new purchase and will help you load it up into your van or car.