These terms may be changed from time to time without prior notice. Changes will be dated, and will apply immediately to all purchases made following that change.
Our guarantee
We endeavour to ensure that the goods you order will be delivered promptly and at a reasonable cost. Our ‘no quibbles’ guarantee means that if you are not happy with your purchase for any reason, tell us within 14 days; please return the unwanted items to us in their original condition (within 14 days). We will give you a full refund for the item(s) but we are unable to refund any charge for costs associated with returning the item back to us, unless the item received was not of the item description specified on the website.
UKGE reserves the right to charge a re-stocking fee, or to cover the cost of any damages to the original packaging.
If there are problems with any items you receive within 30 days of receiving your item from us, we will either repair the item or send you a replacement within seven days or give you a full refund (including postage costs) if you prefer, or if a replacement is unavailable. This guarantee does not affect your statutory rights.
Our sales team will be happy to help you if you have queries or difficulties in ordering products or have problems with delivery. Contact details are at the bottom of this document.
All of the products selected by UKGE are selected with care to assist our many customers, to the best of our knowledge they will be of the highest quality.
Exclusion of Liability Your use of information provided by UKGE Limited is at your own risk. Please read any warnings given about the limitations of the information.
UKGE gives no warranty as to the quality or accuracy of the information or its suitability for any use. All implied conditions relating to the quality or suitability of the information, and all liabilities arising from the supply of the information (including any liability arising in negligence) are excluded to the fullest extent permitted by law.
UKGE gives no warranty as to the quality or accuracy of the information or the medium on which it is provided or its suitability for any use. All implied conditions relating to the quality or suitability of the information and the medium, and all liabilities arising from the supply of the information (including any liability arising in negligence) are excluded to the fullest extent permitted by law.
Availability of goods
All items are sold subject to them being in stock. Some products are only stocked in small quantities and stocks are continually changing, we try hard to show the current stock levels but these may not be accurate if items are also sold on other platforms. If items that you order are out of it is our policy to inform customers where product delays occur. We cannot guarantee to re-stock items that become unavailable.
Images on this web site may not represent the product in its ultimate form, but are offered as a guide to the customer.
Prices, payment and VAT
Prices quoted are liable to change without prior notice; they do not include postage and packaging charges. All prices include VAT at 20% except items which are exempt including the sales of books, guides and maps. VAT will be charged in accordance with current UK VAT regulations.
For customers outside the UK, we have a 20% commission to cover additional postage costs which would otherwise be higher, currency fluctuations and currency stability pricing. This 20% rate means that prices seen by the customer remains the same for both UK and non UK customers.
Payment can currently be accepted in Sterling, Euros, US Dollars, Australian Dollars, New Zealand Dollars and Canadian Dollars. Non-Sterling price quotations are calculated on averaged currency rates to give stability in prices quoted. These are typically updated months.
We reserve the right not to supply goods to purchasers who have previously defaulted on payment, or where there is reasonable evidence that a fraudulent credit card payment may be involved. Bulk international orders will only be accepted once clearance has been assured from our own bank; credit cards are not accepted on these orders.
Educational discounts, special offers, and bulk orders are at the discretion of the UKGE management.
Delivery and Duty
Goods will be despatched by the customer’s preferred means (which may be the Royal Mail or a courier) and normally within five days of placing your order. Please allow five days for delivery in the UK, seven days in the EU and up to 30 days elsewhere. If your order is delayed beyond this time please contact us immediately.
Postage and packing costs are calculated according to the quantity and weight of items ordered and the destination. Delivery charges are liable to change without notice and are exclusive of VAT. You will only be charged the amount quoted. If you require special delivery arrangements to be made please enquire before placing your order. Full pricing details can be found on our UKGE website. Delivery costs when ordering mail order via our catalogue will vary since it is impossible to calculate total weight, these prices are based on the average cost of delivery per bracketed order value.
For overseas orders outside the UK, the customer is responsible for any Duty, Customs or Clearance fees. Failure to pay such fees may result in either the parcel being returned or destroyed by local customs. In such cases, we are not able to refund the cost of either the goods or shipping, and may make an additional charge to resend out.
Our website tries hard to accurately calculate shipping prices. Because international rates are set at both weight and volume, sometimes light weight and bulky goods, e.g. plastic boxes, are under calculated. In such cases we may need to charge an additional shipping charge to cover the actual cost of shipping to us before we can release the goods. We recommend for such items you email us for a quote prior to ordering.
During times of pandemics, strikes, natural disasters, end of year closures and transport issues, mail and parcels may take much longer to arrive. This is totally out of our control.
Lost, Damaged or Incorrectly Supplied Goods
We will take all reasonable steps to replace items damaged in transit or those that have been supplied in error. Where this is not possible, a full refund will be made (please see Availability above).
If goods are lost or damaged in transit, or have been incorrectly supplied, you should retain them together with all packaging and documents, and notify UKGE immediately. You should do this by letter, fax or email within 14 days of receiving the goods: beyond this period we cannot guarantee that replacements will be available. You then have the choice of having a replacement item or a full refund. Please ensure you quote any Customer Order Numbers and include your full name and address in any communications.
Please do not return any faulty or incorrect goods unless asked to do so. We will give you instructions on how, or whether, to return these items, and may ask you to supply appropriate documents. Some items may require to be sent direct to the manufacturer.
We recommend that you use a recorded delivery service to ensure that returned goods arrive promptly and undamaged: your postage costs will be refunded.
Cancelling and Returning an Order
Within the terms of the UK Consumer Protection (Distance Selling) Regulations 2014, you have a 14 working day cancellation period, which begins with the day after the date of delivery of the goods to your address and expires 14 working days later. You may cancel by letter, fax, telephone or email; all of the necessary information (name address, indication of items ordered) must be included to ensure we can give you the correct refund. This refund will be made within 30 days of our receipt of your notification of cancellation. Goods should be returned to us on cancellation of the order, in their original undamaged and unused condition. We recommend that you use a recorded delivery service to ensure that returned goods arrive promptly and undamaged. We will not pay the return postage of a cancelled order. If the goods are not returned to us, we will arrange to collect them, but reserve the right to deduct the cost of collection from your refund.
Your cancellation rights only cover standard, non custom or made to order products. Products such as Test Sieves cannot be returned, so please ensure you order the correct sizes before ordering. These are made to order products which is not covered by the EU distant selling regulation.
Any items returned to us from outside the UK should be clearly marked as ZERO value. If a goods value is added on the documentation, UKGE will be charged customs duty on goods which we have not purchased, but of which has been returned. In such cases, we will either refuse the parcel on entry, or deduct the cost of this duty from any refund.
UKGE cannot be held responsible for the loss or damage of the goods of returned products. We recommend you send via a insured trackable service.
Complaints
We would hope that the vast majority of potential problems can be resolved by simply contacting the UKGE Sales Desk. If, however, you are not satisfied that the problem has been resolved or handled to your satisfaction, you may wish to make a formal complaint. Your complaint can be sent to us by post, fax or e-mail. In all cases you should aim to provide as much relevant information as possible so that we can deal with your complaint as promptly as possible. Please also include your contact details in case we need to obtain more details from you. All complaints should be sent to :
Customer Services
Main Office
UKGE Limited
Units 10-12
Reydon Business Park
Southwold
Suffolk
IP18 6SZ
United Kingdom
Tel: +44 (0)1502 725205
Fax: +44 (0)1502 725447
Please be assured that UKGE will take all reasonable actions towards customer satisfaction.
When acknowledging receipt of your complaint, we will give an indication of how long it will take to send you a detailed response. In most cases, we would aim to provide a full response within ten working days. However, this may not always prove possible, especially if we need to obtain further information on the nature of your complaint. In these cases, we will keep you fully informed on the progress of your complaint, and endeavour to provide you with as full a response as possible as soon as we can.
If you have other enquiries or problems
If you have any queries about UKGE products or services, or if you have any problems with products or our service please contact the Sales Desk at the address given below. Your comments are always welcome.
Legal Issues
In the event of a dispute over the description or supply of goods, payment, or ownership, the contract will be deemed to have been made within England and will therefore be subject to the laws of England and Wales.
We regret that we are only able to handle enquiries and conduct business matters in English.
Contact
Sales Desk
Main Office
UKGE Limited
Units 10-12
Reydon Business Park
Southwold
Suffolk
IP18 6SZ
United Kingdom
Version 2.2: dated 2nd January 2020