Delivery and Returns

Delivery Information:

Carriage Charge:

Orders will be despatched from our warehouse via our preferred carrier at a standard delivery rate of £13.29 + VAT to mainland England & Wales.

Surcharges:

Delivery to the following areas will be subject to the following charges. These charges will be added to your order at checkout based on your post code.

The delivery charges are as follows:

Scottish Highlands – £68.00 + VAT

Grampian – £53.00 + VAT

Isle of Wight – £28.00 + VAT

Isle of Man – £70.00 + VAT

Channel Islands – £70.00 + VAT

Isles of Scilly – £70.00 + VAT

Scottish Isles – £70.00 + VAT

Northern Ireland – Contact for shipping cost

Ireland – Contact for shipping cost

Lead Times & Delivery Information:

Our product lead times vary throughout the year depending on stock levels and supplier availability. Here’s what you can expect:

Stocked Items

Products held in our warehouse are typically despatched within 2 working days of receiving your order.

Direct-from-Manufacturer Items

Items shipped directly from the manufacturer usually have a lead time of 7 to 28 days. This can vary depending on the supplier and time of year.

Bespoke & Customised Products

For made-to-order or customised items, we will provide an estimated lead time at initial quotation and confirm the lead time after payment has been received.

If you’re unsure whether an item is in stock or would like to confirm the current lead time before placing your order, please don’t hesitate to contact our team.

Checking your Delivery:

When your order arrives, please take a moment to check the delivery carefully:

• Count the parcels to ensure everything has arrived.
• Inspect the packaging for any signs of damage.
• Check the contents to make sure the correct items are included.

If any parcel looks damaged on the outside, please sign for it as ‘DAMAGED’ on the carrier’s receipt and refuse the parcel.

Do not sign as ‘UNCHECKED’ or use similar wording, as this may affect your ability to make a claim.

If you notice any issues or discrepancies, please contact us immediately so we can resolve it quickly at info@eveque.co.uk.

Guarantee:

We offer a standard 12-month guarantee from the date of invoice on all our products, covering faults in materials or workmanship, unless otherwise stated on your invoice. This guarantee is in addition to your statutory rights which remain unaffected by our returns policy.

Returns Information:

Your Right to Cancel as an Individual

You may cancel your order for any reason within fourteen (14) days of receiving your goods. This is known as your cooling-off period. To cancel, simply notify us in writing to info@eveque.co.uk within this fourteen (14) day window. You then have a further fourteen (14) days to return the goods to us.

Conditions for Return

• Goods must be returned unused, in their original packaging and in a resaleable condition.
• You are responsible for the cost of returning the item unless it is faulty.

Refunds:

Once we receive the returned goods, we will process your refund within fourteen (14) days. Refunds will be issued to your original payment method.

Please note:

• We will refund the standard delivery cost you paid when ordering (if applicable), but not any upgraded delivery options.
• If the goods are returned damaged or not in a resaleable condition, we may deduct an appropriate amount from your refund.

Exemptions:

Certain items are not eligible for return under the cooling-off period:

• Bespoke/customised products made to customer’s specifications.
• Services that began before the end of the cooling off period.

Your Right to Cancel as a Business/Organisation

If you are placing an order as a business or organisation:

• Orders cannot be cancelled once accepted unless we agree in writing.
• If we do agree to cancel your order, a cancellation fee of 25% of the net value of the cancelled items will apply.
• This fee reflects a genuine pre-estimate of the costs and losses we incur when an order is cancelled.

Missing / Damaged Goods:

If upon delivery of your goods that there are items missing or damaged, you will need to inform us in writing within the following time frames:

Items that arrive damaged- three (3) calendar days of receipt of goods.

Missing items / non-delivered goods- seven (7) calendar days from invoice date.

We may ask you to provide a photo of the damaged item to help us assess the issue.

Once we’ve received your claim and it falls within the timeframes above, we will offer one of the following resolutions:

• Repair or replacement of the damaged goods.
• Supply of any missing items.
• A refund for the affected goods.

Failure to inform Eveque in writing within the specified timescale will result in no claim being able to be made. Please do not attempt to returns goods before communicating with Eveque.