Policies

Policies


For full details of our Terms & Conditions, please click here.

VAT
As a convenience to our business customers, it is our policy to show prices exclusive of delivery and VAT. VAT and delivery will be added at the checkout stage of the order process, prior to you confirming the order. Our VAT registration number is shown on invoices and on the order confirmation page which can be printed off at the time of ordering.

Price Updates
We reserve the right to change prices and specifications without notice. If the price changes on an item (or items) after they have been ordered, but before they have been dispatched, we will notify the customer of the change and acknowledge the customer's right to cancel.

Currencies
All prices displayed on this website are in Pounds Sterling.

Returns Policy
If you would like to return goods that you purchased through this shop, please call 0345 202 4535 within 7 days of receipt to make arrangements. Do not return goods without prior arrangement.

Any orders placed are subject to your rights of cancellation pursuant to the current prevailing laws. You may exercise these rights either by writing, emailing or using facsimile transmission. In each case you must notify us within seven days from the date of delivery. Following receipt of your notice, we will contact you to arrange return of the goods, if aplicable. Please note that the cost of sending the goods back to us where you wish to cancel for reasons which are not due to product performance or description will be payable by you. P&P charges will not be refunded save for in circumstances where the goods are deemed to have been defective. Gentworks reserves the right to charge up to a 35% restocking fee in line with common and lawful business to business practice. In the case of products that have been built to order or customised (e.g. stainless steel urinals, toilet pans and wash troughs), it is highly unlikely that they can be offered for resale and therefore we will not offer a refund or replacement unless the goods were defective when delivered.

Delivery and Export Policy
Our Delivery Policy and its options are ONLY for UK mainland deliveries. Deliveries outside of this area will be charged at the prevailing rates and will be subject to longer delivery times.

It is our policy to have as many of our products as possible available for delivery within the number of working days stated on our website. If, for any reason, we are not able to despatch the whole of your order to meet your requested delivery date, we will contact you to agree alternative arrangements but you will have the option to cancel the outstanding order and to receive a refund in respect thereof and the whole or a proportionate part (in our discretion) of the carriage charge paid by you. Some products are delivered directly by our suppliers. Delivery is dependent upon items being in stock, unallocated to meet other orders and available for despatch.

For your security, all deliveries must be signed for or they will not be left. Please remember to inspect the condition and quantity of your package/goods before signing for them. Claims for missing or damaged products will be rejected if they have been signed for "Received in GOOD CONDITION". In the event that goods are returned to us because they were not signed for, we will not be liable for any loss sustained by you and we will contact you to arrange payment by you of a further carriage charge before we are obliged to attempt to redeliver the items to you.

If we fail to honour our delivery contract to you, we will refund the difference between the amount of the carriage you have been charged and the actual delivery service charge.

NOTE that 
(i) although every endeavour will be made to adhere to the time or times quoted, under no circumstances shall we be liable for any loss arising from delay in despatch or delivery, howsoever caused;
(ii) and in the unlikely event of delivery not being made to you within 30 days (unless you are not there to sign for goods) we will refund you in full should you so wish.
 
Complaints Policy
Our goal is total customer satisfaction. If you do have a complaint we promise to address it with courtesy and aim to resolve it to your satisfaction as speedily as possible. We endeavour to respond to ALL complaints within five working days. Please email customerservices@gentworks.co.uk  or write to the business address shown on the Contact Us page.
 
Privacy Policy
Please click here to view our privacy policy
 
Data Controller
Simon Pearce