Terms & Conditions
HOWARTH ONLINE SPECIFIC INFORMATION AND GOODS RETURN POLICY
DELIVERIES TO SITE/HOME
Standard UK Delivery is to Mainland UK only; some Postcode Delivery Exclusions apply to delivery services. Please
refer to the Customer Services pages for details of these exclusions.
Howarth Online offer a delivery service where we aim to deliver goods within 7 - 15 working days of processing the
order. Please note your delivery schedule is based on the first working day from the order being processed. All orders
placed before 2pm will have that day included as a working day, for all orders placed after this time the first working
day will be classed as the next day after the order is placed.
All orders are subject to a minimum delivery charge as advised at the checkout. All items are paid for delivery to
roadside and adequate assistance must be available for the driver to off load materials when goods arrive.
Delivery will be made by our suppliers or their nominated delivery service. No provision is offered for customer
collections.
For your security, first-time orders can only be shipped to the cardholder’s billing address that can be verified.
Customers may also be subjected to standard fraud prevention checks.
SITE ACCESS
Any problems with access to site, narrow roads, low bridges, end of a dirt track road, farm buildings, etc, should also
be notified at the time of order so that the type of vehicle required to make such delivery can be selected.
On assessment by our delivery company if special vehicles and staff are required to make delivery then an additional
charge will be advised prior to goods being dispatched. We reserve the right to refuse delivery and a full refund will
be given.
MISSED DELIVERIES
Delivery will be made to you by/on the agreed date. Deliveries will normally be made between 7am and 7pm, Monday
– Friday. In the event of a problem our Customer Service Team will contact you within 24 hours, at weekends this will
be on the following Monday (Bank Holidays are excluded from this).
In the event that you are not able to accept the delivery at the requested date and delivery is attempted, then goods
will be returned to the transport depot. You must contact our Customer Service Team in order to re-arrange delivery
and accept a charge of £60 for the re-delivery. This must be made within 5 working days otherwise goods will be
returned to our supplier and be subject to a handling charge of £60 plus a re-stocking charge of 25% of the goods
value.
RETURNS MUST BE NOTIFIED WITHIN 7 WORKING DAYS
Most of our products are covered by our money-back guarantee and we’ll either exchange them or offer a full refund
of the goods value.
Goods that are returned to our supplier after the 7 working days will be subject to a handling charge of £60 plus a re-stocking charge of 25%
of the goods value. You must contact our Customer Service Team in order to arrange collection. Goods must be
unused, with their original packaging and be available for the driver to collect from the roadside in the same condition
as when delivered.
Any goods found to be damaged upon return will not be refunded. Refunds for goods, less deduction of handling and
restocking costs, will be made within 30 days of collection and return of goods. Please note there is no facility to
return goods which have been purchased online to any Howarth Timber Merchant.
DAMAGED ITEMS MUST BE REPORTED WITHIN 24 HOURS
Howarth Timber and Building Supplies Ltd will accept no responsibility for any goods that are damaged and then
fitted, it is important that all items are inspected on delivery.
Additionally, where applicable it is important that manufacturer’s installation/fitting/finishing instructions are followed.
In the event that items are found to be damaged on delivery a Web Returns Request Form will need to be completed,
which can be found in this booklet. Additionally, digital photographs should be taken and emailed to our Customer
Service Team along with the completed form.
Contact will be made within 48 hours of receipt of the completed form to discuss the problem.
CANCELLATION OF ORDER
Under the Distance Selling Regulations, you have a right to cancel your order for any item purchased on this website
for a full refund. This does not apply to items personalised or made to your specification; audio/video recordings or
software that you have unsealed; items such as earrings and cosmetics that, by reason of their nature, cannot be
returned; perishable goods, and periodicals/magazines.
You must contact our Customer Service Team in order to cancel your order. Goods can be cancelled and monies will
be refunded if delivery has not been attempted. Restocking and/or delivery charges will only be made when goods
have been signed for and received and cancelled after the 7 working day cooling period.
The Distance Selling Regulations do not apply to Financial and Insurance Services.
PRODUCT FAULTS AND ISSUES PROCEDURE
Howarth Timber Online work with leading suppliers and manufacturers to ensure that the products we supply to
you are manufactured in accordance with current legislation and to some of the highest standards available in the
industry today. To us, quality counts. In general most problems we find occur when the manufacturer’s assembly,
fitting, finishing or maintenance instructions are not followed.
Timber is a natural product and there will always be an element of variation and inherent defect in the material. When
ordering a timber product such as flooring, you would normally expect to allow a waste factor of between 5-10% of
materials supplied to allow for natural inherent defects. However, there may be occasions when products of inferior
standards do pass through quality control checks. It is therefore very important that you/your installer check the
product prior to installation. Any problems with quality or with missing items must be notified to our Customer
Service Team.
Manufacturers provide their own product warranties/guarantees and for this it is important that you ensure that you
keep your initial invoice for future reference should you need to make claim against this. You should also keep a copy
of the manufacturers installation details and make a note of the contact number in the event that a claim has to be
made.
In the event that you feel the product supplied is faulty, Howarth Online will initially deal with the manufacturers on
your behalf for a period of 30 days from the date of delivery. After this time all claims must be made directly with
the manufacturers.
If you do have a problem you need to do the following within 30 days of receipt of goods:
1 Print out the Web Returns Request Form at the end of the booklet in the Customer Services section.
2 This must be completed and details of the exact nature of the complaint should be listed and returned via email,
along with any digital photographs you can take highlighting the area of complaint or problem.
3 This should be returned to our Customer Services Team. Once received, your complaint will be acknowledged and
contact will be made to discuss your situation.
4 In the event that the problem cannot be resolved over the phone and it is felt a site inspection is required, Howarth
Online will make a charge of £100 plus vat to cover the cost of this call out. (It is important that you check that all
the manufacturers’ installation instructions have been followed before contacting us).
5 If it is found that the fault is in the manufacture of the products supplied then we will immediately refund the cost
for the inspection and provide replacement items, or give a full refund. No liability will be accepted for the cost of
reinstating materials.
PROMOTIONS
Discounts are issued in the form of either ‘£ savings’ or a ‘percentage off’ and are offered to customers via
promotional emails, advertisements, on-site banners, social networking or 3rd party communications.