Delivery & Returns

1 . How much will delivery cost?

Please check your latest price list for our Minimum Carriage Paid (MCP) level. Orders below the MCP will be subject to carriage charges at cost dependent on the weight of your order and your location at cost from our pallet / box carriers. Please speak with our Customer Service Team to find out further details.
Some of our solvent-based products are considered Hazardous Goods (HG) for shipping and will incur additional charges. All products of this nature and greater than 5kg in weight will incur additional charges, as these products are required to be shipped by a specialised HG carrier.

Any delivery costs for your order will be added to your Sales Order Acknowledgment so that you can clearly see any costs that will be incurred prior to shipment and will vary dependent on the weight/ size of your order and your delivery postcode.

If your goods are not delivered by our couriers on the specified day or time, please call us immediately so we can follow up your order and find out the situation or ETA.

2. Next Working Day Service

We can dispatch good on a next working day service for orders received before 12pm. Orders received after 12pm will be dispatched the following day so you will in effect receive them in 2 working days.

We regret that we are unable to offer next day delivery to Non-Mainland UK and Scottish Highlands addresses.

Bank Holidays are excluded from our Next Working Day Service.

3. Large Palletised Orders

Larger orders will be shipped on pallets, due to the weight of the goods. This will be delivered Curb side only. The driver may (at their own discretion) deliver the goods to a desired location.

4. Can I choose a specific TIME for my delivery?

Our couriers generally offer a standard window of delivery between 08:00 and 18:00. Specific times can be requested but will incur an additional fee. This can be arranged when you place your order.

5. Can I choose a specific day for my delivery?

Yes. If you’d rather not receive your goods as soon as they are ready, please let us know your desired delivery date by telephone or email and we will do our best to accommodate this request.

Your order will be set aside and dispatched the day before you require it on a next day service for you.

6. Can I collect my items?

Yes, you can arrange to collect your goods from our Exeter Warehouse. If you order before 2pm it’s likely that your goods will be ready for collection the same day. Simply drop into our trade counter when you are ready to collect with your order reference number and we will happily load your vehicle.

7. Will my items arrive at the same time?

Normally, your goods will arrive all at once. Occasionally, the order may be split and sent with separate couriers. This is more common on larger orders where trims need to be sent separately. The deliveries will still arrive on the same date and time stated.

8. What if I’m out when you arrive?

Deliveries need to be signed for.  If no one is home when they attempt to deliver the order will be taken back to the local depot and delivery will be re-attempted on the next working day which will incur a re-delivery charge. You could leave a signed note giving instructions to the driver asking for the goods to be left with a neighbour or in a secure location like a garage or porch. The driver will need to take this note away with him as proof of delivery.

9. Do you offer international delivery?

We can deliver throughout the UK, Ireland and also Channel Islands & Isle of Man. We cannot offer delivery outside of these locations. However, we are able to send goods to a local freight forwarder of your choice who will then be able to provide you with a worldwide shipping option.

10. Returns and Refunds

• Returns can only be accepted on non-cut to size goods. Please double check your sizes before ordering products like membranes and tapes.
• All returned products such as Adhesives, Sealant must be returned within 14 days of the purchase date.
• If you are returning unwanted items for any reason other than the items being faulty or incorrect, a re-stocking charge of 20% of the value will be charged.
• When goods are being returned because they are faulty or incorrect, we as a supplier will meet the cost of returns, provided that we arrange the carrier.

11. How will my goods arrive?

We make every effort to ensure that your roof and accessories arrive in top condition. Wherever possible, we re-use packaging to comply with our Environmental Policy. So orders in perfect condition but in a re-cycled box.

• All adhesives, tools and accessories are individually wrapped in bubble wrap before being packed in to the cardboard boxes.
• Larger roof membranes weighing over 60kg may be delivered on a pallet. If so these will be secured with banding and then wrapped to ensure the membrane arrives in good condition.
• All membranes will be supplied folded and/ or rolled

12. Damaged or Lost Goods

We do everything we can to ensure your goods are packaged properly for shipping. Occasionally goods can get damaged or lost in transit. Please check your goods before signing for them.

Should there be any damage to your goods, please can you:

• Sign for the goods as damaged
• Notify us as soon as you can (within 3 days of dispatch)
• Send us photos of the damaged goods

Once we are made aware of any damages or losses we can send replacement goods as soon as possible to reduce any inconvenience to you. We can then claim for these damages or losses with our couriers.

If your goods do not arrive when you expect them, please contact us immediately so we can find out what the issue is. If the goods were lost in transit, we will be able to re-send your goods immediately, then track down the previous goods and get them returned to us. In this instance, should the courier try to deliver the lost goods at a later date, please do not accept the delivery. That way we will be able to get the original goods returned to us without inconveniencing you.

If you have any questions please contact our Customer Service Team on:
01392 454 810 or email: sales@plytech.co.uk