Customer Services

Customer Service

Delivery times and service information
Privacy & Security
Returns & Replacements
Ordering
Payment, Pricing & Promotions
Viewing Orders & Account Information
General and Miscellaneous Terms

Delivery times and service information

Stock Availability

We strive to ensure that most of the products listed on our site are always available from stock. Where an item is available from stock, your order will be despatched the same day if placed on a normal working day before 2.00pm. Orders placed after 2.30pm will be despatched the next working day. If an item is out of stock, we will advise by telephone or email either the same day (if a normal working day) or next working day (weekend/out of hours orders).

Delivery Charges

Our exact delivery charges depend on the weight, number and combination of items ordered. To find out how much delivery will cost on any given item(s), please select the 'Add to Cart' option on the product listing page(s). This will then take you to a provisional order form where the shipping zone can be selected, and the carriage charge will then be shown.

Delivery Times

Standard deliveries are sent via a non-guaranteed delivery service. Smaller items will be sent by Royal Mail 1st class post. In our experience, 95%+ of orders are delivered within 24-48 hours of despatch. Delivery to some areas may however take longer, especially to northern Scotland and rural areas. No liability will be accepted for consequential losses incurred as a result of delayed delivery, unless explicitly stated in writing by a member of staff prior to ordering.

Delivery Method

Small items are normally despatched by Royal Mail 1st Class post. Larger items are sent by courier, and will require signing for on delivery. Most courier deliveries are sent by Securicor DHL or Nightfreight, however, we may also use City Link, TNT or Parcel Force in some circumstances.

Delayed Delivery

No liability will be accepted for incidental or consequential losses suffered as a result of delays in delivery (excluding cases covered by The Consumer Protection (Distance Selling) Regulations 2000). Liability in cases of delayed guaranteed deliveries will be strictly limited to the cost of carriage charged at time of ordering.

Delivery Addresses

For security reasons, we currently deliver only to the cardholder's home address, as held on record by the card issuer.

Transit Damage

Any item which appears to have been damaged in transit should be signed for as damaged at the time of delivery.

If an item is signed for as having been received in good condition, any subsequent claim for damage in transit may be rejected.

Shortages or Incorrectly Supplied Items

Any shortage on delivery or item considered to have been supplied in error must be notified in writing (ie. email or fax) within 7 days of delivery.

Any such notice will be confirmed upon receipt. In the event that we have not confirmed receipt of notice by the end of the next working day, we would suggest calling our sales team for assistance. Proof of sending is not proof of receipt.

Shortages or damage not notified in writing within 5 working days may, depending on the exact circumstances, be rejected.

Privacy & Security

Privacy Information

We only collect personal information required for payment processing, and the efficient processing of your order, or information provided when joining our mailing list by request. This information may include:-

Name
Address
Telephone Numbers
Email Address
Payment card details

Use of Cookies

This site uses cookies to track individual users. We do so to allow easy ordering and administration of your registered user details. We also use them from time to time to highlight new sections within this site. No information contained within site cookies will be disclosed to any third party, or used other than within this site.

Collection and Disclosure of Personal Information

It is our aim to respect your privacy at all times. As a result, we will not disclose any personal information to any third party company except where necessary. Cases where doing so becomes a necessity include:-

Recording and processing of orders and payments.
Credit checking or rating.
Fraud Prevention.
Control and maintainance of after sales service and warranty.
Dealing with customer complaints.
Analysis for management purposes and statutory returns.

Telephone Calls

Telephone calls to our company may be recorded or monitored for management, training or fraud prevention purposes.

Returns & Replacements

Right To Cancel under Distance Selling Regulations

Under the terms of the Consumer Protection (Distance Selling) Regulations 2000, you have the right to cancel an order within 7 working days of delivery, starting from the day after the one upon which delivery occured.

The buyer will be required to return the item to us and will be responsible for the cost incurred in doing so (excluding any case where the goods were supplied incorrectly in error, contrary to the original order).

In order for the right to cancel to apply, the product must be returned to us in original condition. Where this is not the case, we reserve the right to apply a handling charge to reasonably reflect any reduction in value, or to reject the product where it is apparent that the buyer has failed to take reasonable care of the goods, as required by Section 17, Paragraph 2(b) of the Distance Selling Regulations.

Upon return, all product will be checked and may be tested to ensure that it performs to manufacturer's specification. Should a product prove to be faulty due to use or installation not in accordance with, or contrary to, the manufacturer's instructions, we reserve the right to apply a handling charge, to reject and return the goods to the buyer, or to charge to return the goods to working order.

Excluded Items

As outlined within Section 13 of the Distance Selling Regulations, some products which we supply are excluded from return under the right to cancel, due to the nature of the product or the fact that the product will, by necessity, be supplied to the customer's specification. Where reasonably possible, exclusion from the right to return will be stated on the product listing.

Refund After Cancellation

After receipt of a returned item and appropriate inspection or testing, we will refund your payment (normally via the same means used at the time of ordering) within 30 days (and normally much sooner).

Rejection of Goods

In the event of rejection of goods in accordance with rights afforded by the Sale of Goods Act 1979, the buyer explicitly agrees, in accordance with Section 36 of this act, to restore the goods to the supplier for inspection and/or testing prior to consideration of any refund claim.

In the event that goods rejected in this manner are found to be free from material or manufactuing defect, damaged due to neglect, abuse or installation or use contrary to manufacturer's instruction, the seller reserves the right to apply a charge for returning the goods to the buyer, for arranging repair, or for other expenses directly incurred.

Warranty

Unless stated, all product we supply is brand new and comes with 12 months return to base manufacturer's warranty. The warranty protects the original owner and is not transferrable unless stated otherwise at the time of purchase. It covers all defects in materials and manufacturing, but does not cover damage caused by accident, misuse, modification or damage caused by neglect. Damage caused by failure to follow instructions contained within the product packaging is also not covered. The warranty does not cover incidental or consequential losses, the cost of return for testing or the cost of removal and reinstallation.

Returns Procedure

Where a product is found to be faulty upon fitment, please contact us for a returns authorisation number. Please do not send product without authorisation, as all returns must be addressed in a specific manner to minimise risk of loss, and returns not clearly marked with a returns authorisation number may be refused at point of delivery. Upon receipt of your returned item, we will inspect the product to ascertain the cause of the fault and, where this is found to be due to material or manufacturing defect, send you a refund or replacement, free of charge.

Where a product develops a fault after fitment, please contact us for advice and, if necessary, a returns authorisation number. Many faults apparently caused by product failure are actually caused by a fault with either the installation or a fault within the vehicle the product is installed into. Our staff will be able to advise you of any steps to take before returning the product. Products returned after fitment will be tested, and replaced or repaired, in accordance with the manufacturer's warranty.

Should any item returned as faulty be found to be fully functional upon testing, it will be returned to the address provided. We reserve the right to charge the cost of return carriage to the credit card used at time of original purchase.

Ordering

Order Acceptance

By completing and submitting the electronic order form you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Upon completion of the online order process, you will be sent an acknowledgement of order. This acknowledgement of order confirms our receipt of your offer to purchase only and does not indicate our acceptance of the order.

Payment, Pricing & Promotions

Payment

We accept electronic payment (subject to issuing bank providing 'cardholder not present' service) by:-

Visa
Visa Delta
Mastercard
Solo
Switch

Due to low demand and specific processing costs, we regret that we are no longer able to offer payment facilities for American Express payment cards.

All card transactions are processed using 128 bit SSL secure server facilites .

To help in the battle against fraud, we take the following steps:-

Cardholder details are checked to ensure that they match those held on record with the card issuer.
At the time of processing, the card security number (often referred to as CVV or CV2) is taken to ensure that cloned or computer generated card numbers will not be successfully processed.
Our payment processing system fully supports "Verified by Visa", a new initiative to protect Visa cardholders via the use of a secure password.
Our payment facilities also support the new MasterCard SecureCode standard.

Cheque Payments

Due to the increasing number of cases of cheque fraud, and the amount of time that cases of this nature often take to come to light, we are no longer able to accept cheque payments. This is largely due to the fact that a stolen cheque will normally clear, and only later will the issuing bank seek to recover the funds concerned.

Viewing Orders & Account Information

By creating an account with our store, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account and more.

You can set up, change or view your account details on the Customer Login Page

General and Miscellaneous Terms

General Site Information

All images and information provided within this site are made available on an 'as is' basis.

The information contained within the site may contain inaccuracies and www.carracks.co.uk does not warrant the accuracy or completeness of any information provided.

Copyright

All images and content contained within this web site are copyrighted. Unauthorised duplication, redistribution or display, via any means other than in the normal process of browsing and purchasing from the site, or for commercial purposes, other than in persuance of the interests of Carracks.co.uk and its partner companies, is expressly forbidden.

Trademarks

All trademarks are property of their respective owners and are used solely in relation to the promotion, marketing, sales or related discussion of the respective product or brand.

Waste Electrical and Electronic Equipment Regulations

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. This legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

Alroma Distribution Ltd is obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.

If you purchase a product covered by the WEEE Directive and wish to return the item being replaced to us for disposal, please see the WEEE Directive information on our parent company's web site.

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