PREMIER ROLLS (SOLUTIONS) LIMITED

DELIVERY & RETURNS POLICY

We aim to deliver all orders promptly and safely. Delivery times will vary depending on the products ordered, stock availability and the delivery location.

NEXT BUSINESS DAY DELIVERY

Most of our stocked products are available for next business day delivery, subject to availability and the following conditions:

• Orders must be placed before 2:00 pm on a business day to qualify for next business day delivery.

• Orders placed after 2:00 pm will normally be processed on the following business day.

• Weekends and UK public holidays are excluded.

• Orders placed after 2:00 pm on a Friday will normally be delivered on the following Tuesday, provided that Monday is a normal business day.

Standard delivery times are Monday to Friday, between 8:00 am and 8:00 pm.

Next business day delivery is an estimated service and may be affected by product availability, delivery location, courier delays or circumstances outside our reasonable control.

PALLET DELIVERIES

Pallet deliveries are normally despatched using a 48-hour service.

A 24-hour pallet delivery service may be available by prior arrangement. This must be agreed with your Account Manager and may be subject to an additional charge.

Please advise us when placing your order if:

• a tail-lift vehicle is required;

• delivery needs to be booked in advance;

• there are vehicle or site access restrictions; or

• there are any other special delivery requirements.

Unless otherwise agreed, pallet deliveries are made kerbside only.

3–5 BUSINESS DAY DELIVERY

Certain products will normally be delivered within 3–5 business days of your order being placed.

These products may include:

• furniture;

• large appliances;

• safes; and

• certain business machines or specialist products.

Delivery times are estimates and are subject to stock availability.

If you require confirmation of the expected delivery date for a particular product, or an item is shown as out of stock, please contact your Account Manager.

COURIER DELIVERIES

Our deliveries are made using courier services.

For standard parcel deliveries, the courier's responsibility is generally limited to delivering the goods to the entrance or threshold of the delivery address.

Drivers may not be able or insured to move goods within your premises or carry goods up or down stairs.

For pallet deliveries, delivery is normally kerbside. Any additional requirements must be notified to your Account Manager when placing the order so that appropriate arrangements can be made.

DELIVERY CHARGES

We offer free standard UK mainland delivery on orders over £50 excluding VAT, subject to the exclusions below.

Orders under £50 excluding VAT are subject to a standard delivery charge of £6.95.

Additional delivery charges may apply to:

• Scottish Highlands;

• islands and offshore locations;

• Northern Ireland;

• overseas destinations;

• pallet deliveries requiring additional services; and

• deliveries requiring special arrangements.

Where an additional delivery charge applies, we will advise you accordingly.

DELIVERIES OUTSIDE THE UK MAINLAND

Our standard delivery service covers UK mainland addresses.

We may also be able to arrange delivery to offshore and overseas destinations. Charges will depend on the destination, size and weight of the order and the delivery service required.

Please contact your Account Manager for availability and a delivery quotation before placing your order.

PO BOX ADDRESSES

We are unable to deliver orders to PO Box addresses.

A full delivery address must be provided and, where required by the courier, someone must be available to accept and/or sign for the delivery.

ORDERS CONTAINING MULTIPLE ITEMS

Where an order contains products with different delivery lead times, the items may be delivered separately.

For example, if your order contains both next business day products and products with a 3–5 business day lead time, these may arrive on different days.

Where available, expected delivery information can be found in the relevant product description. Your Account Manager can also advise you of expected delivery times.

SHORTAGES, DAMAGED OR FAULTY GOODS

Please inspect your delivery as soon as reasonably possible after receipt.

If:

• goods have been damaged in transit;

• an item is missing from your delivery;

• you have received an incorrect item; or

• an item appears to be faulty,

please notify your Account Manager or our Customer Service team as soon as possible and preferably within 24–48 hours of delivery.

Where possible, please retain the original packaging and provide details of the issue, together with photographs of any visible damage, as this may assist us in resolving the matter quickly.

Nothing in this policy is intended to exclude or restrict any rights or remedies which cannot lawfully be excluded or restricted.

RETURNS POLICY

UNWANTED GOODS

Subject to the exclusions below, we may accept unwanted goods for return provided that:

• you contact us within 3 working days of receiving the goods;

• the goods are unused and in a resalable condition;

• the goods are returned in their original, unopened and undamaged packaging;

• all accessories, components, manuals and instructions are included; and

• the return has been authorised by us before the goods are returned.

Returns may be subject to collection, carriage, restocking or other applicable charges. We will advise you of any applicable charges when the return is arranged.

Goods should not be returned without prior authorisation.

NON-RETURNABLE PRODUCTS

Certain products cannot be returned unless they are faulty, damaged or incorrectly supplied.

These may include:

• food and drink products, including biscuits, chocolates, coffee and water;

• bespoke, personalised or made-to-order products;

• products manufactured or printed specifically to the customer's requirements;

• goods that have been opened or used and cannot reasonably be resold;

• products which cannot be returned for hygiene, health or safety reasons once opened; and

• any other products identified as non-returnable at the time of ordering.

This does not affect any rights or remedies available in respect of goods that are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract.

EXCHANGES

We do not normally offer direct exchanges.

If you require an alternative product, please arrange the return of the unwanted goods in accordance with this policy and place a new order for the replacement product.

Any refund or credit for the returned goods will be processed separately and will be subject to the terms of this Returns Policy.

HOW TO ARRANGE A RETURN

To request a return, please contact your Account Manager on 01274 648850.

Please have your order or invoice details available, together with the product details and the reason for the return.

We will confirm whether the product is eligible for return and provide details of any collection arrangements and applicable charges.

Please do not return goods without first obtaining authorisation from us.

STATUTORY RIGHTS

Nothing in this Delivery & Returns Policy is intended to exclude, restrict or otherwise affect any rights or remedies that cannot lawfully be excluded or restricted.