Shipping & Delivery
We will deliver your order to most addresses in UK mainland. For standard and free delivery, you will receive your goods in between 4 to 7 working days from when the order is placed. If you live in a remote area or the carrier finds your address more difficult to find, your delivery may take a little longer. With some of the more remote areas such as the Highlands of Scotland or is shipped to Europe, delivery times could take longer. Any free delivery offers apply to UK mainland addresses only, unless otherwise stated. If a quicker delivery is important then please notify us at the time of order and we will endeavour to use one of our premium delivery options. Whether these options are available will depend on where you are and, in some cases, the time of day. We will confirm this with you at the time you place your order. For international orders, we ship via DHL express (unless otherwise stated) on DAP (Delivered-At-Place) Incoterm. The Buyer/Importer is liable for any import taxes or duties at destination.
We, or our carrier company are unable to take any responsibility for loss if you request that we leave goods unsigned.
Saniworld cannot be held responsible for any third-party costs incurred by you should our deliveries not arrive or arrive incorrect.
Unsuccessful Deliveries
In the event that a delivery attempt is unsuccessful due to reasons within the customer's control, such as:
· No one being available to receive the parcel at the delivery address during the designated delivery window.
· Incorrect delivery information provided by the customer.
· Refusal to accept the delivery.
· The order will be returned to our warehouse. Customers will be notified and offered the option to re-schedule the delivery for an additional shipping fee of £12. The original shipping fee will not be refunded.
Please note: This clause does not apply to situations where the delivery failure is due to the fault of Saniworld or its carrier company.
Availability
We aim to keep enough stock so that we never run out. However, at times when there is unexpectedly high demand or supply issues, we may unfortunately run out. If this happens, we will endeavour to notify you at the time of order and offer to hold the order until the stock arrives or part ship. You may contact us at any time to check on the progress of your order.
Cancellation
If you want to cancel your order, you may do so at any time until we send it out. We normally pack and send out your order in a very short period. If you want to cancel the order, you should do so by phone and we will confirm whether we have been able to do this.
Returns & Refunds
Consumer cancellation rights
If you are a consumer purchasing online, you may have a statutory right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Where applicable, you have 14 days from the day after receiving your goods to notify us that you wish to cancel your order. You then have a further 14 days to return the goods to us.
This statutory cancellation right does not apply to certain products or circumstances where an exemption applies under the applicable legislation.
Condition of returned goods
When exercising your right to cancel, you may handle the goods only to the extent necessary to establish their nature, characteristics and functioning, in the same way that you would reasonably be able to do in a shop.
We ask that goods are returned unused, where possible in their original packaging, and with all accessories, instructions and other items supplied with the product.
If goods have been handled beyond what is reasonably necessary and this results in a reduction in their value, we reserve the right to make a deduction from the refund where permitted by applicable law.
Standard returns
For returns that are not being made under a statutory cancellation right, our standard returns policy allows non-chemical items to be returned within 14 days of receipt, subject to the conditions set out below.
Items must be returned in the same condition in which they were received and, where applicable, in their original packaging. You may be asked to provide proof of purchase.
Chemical pest control products
Chemical pest control products cannot be returned due to legal and safety requirements, unless they are subject to an official manufacturer recall or were supplied incorrectly by Saniworld.
Faulty chemical products may be returned for inspection only after contacting Customer Services and obtaining a returns authorisation number.
How to request a return
To start a return, please contact us at info@saniworld.co.uk before sending any goods back.
Please do not send items back without first contacting us and receiving return instructions. Unauthorised returns may cause delays in processing your refund.
Return costs
Where you are exercising a statutory right to cancel, you may be responsible for the direct cost of returning the goods where we have informed you of this before purchase, unless we have agreed to arrange or pay for the return or the goods are faulty, incorrect or not as described.
For larger or heavier items, we may be able to arrange collection. Where we arrange collection, we will confirm any applicable return costs with you before the collection is arranged.
Refunds
Once we have received the returned goods, we will inspect them and process any refund due in accordance with applicable consumer legislation.
Where a statutory cancellation applies, we will refund the payments received from you as required by law. Where applicable, this includes the cost of the standard delivery option originally selected, but does not include any additional cost arising from your choice of a more expensive delivery option.
Refunds will normally be made to the original payment method.
Where permitted by law, we may withhold the refund until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first.
Once a refund has been processed, your bank or card provider may take additional time to make the funds available to you.
Pre-orders
If you decide to cancel a pre-order, please contact us as soon as possible.
Where a pre-order has not yet been dispatched, we will normally cancel the order and provide a refund without a cancellation fee.
If the pre-order has already been dispatched, our standard returns procedure or the applicable statutory cancellation rights will apply.
Faulty, damaged or incorrectly supplied goods
If your goods arrive faulty, damaged or are not the goods you ordered, please contact us as soon as possible at info@saniworld.co.uk.
Different rights may apply to faulty, damaged or incorrectly supplied goods, and these will be dealt with in accordance with applicable consumer legislation.
Contact us
If you have any questions about returns or refunds, please contact us at:
Email: info@saniworld.co.uk