Delivery & Shipping

Delivery will be made to the given address of the purchaser. The purchaser is responsible for the correct delivery details being given and somebody who is authorised to take the delivery is present at the address to sign for and receive the goods. KoverTek and/or their couriers will not be liable for any subsequent losses if an unauthorised person accepts the delivery. Depending on the product ordered some items may be classed as hazardous and potentially cannot be left unattended therefore somebody must be present to take the delivery, if unsure contact us for further information prior to the delivery date.

In general most items can be left in a secure place if nominated at the time of purchase, however KoverTek or its couriers cannot be held liable for any loss if goods are taken from the nominated location without permission.

When ordering large or bulky items please notify us of any restrictions in terms of access or if a tail lift lorry is required, we aim to deliver on the nominated date but out couriers will attempt to redeliver again, a contact card will be left to make arrangements for a suitable date or self collection may be arranged. Items failing to be delivered will be returned and will incur an additional carriage charge if they are required to be sent again due to no issue by KoverTek or its couriers.

KoverTek aims to to meet the quoted delivery times but cannot give guarantees to delivery times quoted as we are reliant on our couriers and they may experience reasonable delays that are beyond their control so therefore KoverTek cannot be held liable or be considered to be in breach of contract or considered to have made a late delivery. Based on this we recommend the receipt of the goods is made and inspected before works are booked. Any liability to the customer shall not and in any event include losses to third parties or other losses related to any business of the customer such as business interruption or profits, neither will we be responsible to you for any other loss which is not a foreseeable consequence of us being in breach of these terms and conditions or our legal duties.

KoverTek use third party couriers and occasionally goods may get damaged in transit, please provide photographic proof of this when reporting a problem as these are essential in proving a claim to our couriers. Please ensure that you check your order before making payment or ultimately before shipping as we cannot be held liable for incorrectly ordered items or volume, we try to facilitate returns when reasonable mistakes occur but reserve the right to charge the cost of collection and upto 15% restocking fee, this does not affect your statutory rights.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (The UK implementation of the EU Directive on Consumer Rights 2011/83/EC), you may have the right to cancel your order and claim a refund. These cancellation rights may only apply to distance sales transactions (remote sales conducted largely or wholly by telephone, internet or post), they must be carried out within the European Union and they only apply to private customers buying for personal use, they do not apply to customers buying for or in the course of a trade or business.

To exercise these rights you may contact us by phone, email, fax or letter and tell us you wish to cancel within 14 days of you receiving the goods. For your records it is advisable to state your intentions in writing. If you have already received the goods then they must be unused, with the original packaging and in the same condition that they reached you. If not, you may lose your right to cancel. The carriage charge will be made at cost and be reflective of the original dispatch carriage rate, or customers can arrange their own courier at their cost or arrange to deliver by hand.

If you are buying on behalf of a business or are outside the EU there is no automatic right to cancellation of your order with KoverTek but we will try to accommodate changes or cancellations if contact is made with us directly.

This does not affect your statutory rights as may be applicable under UK legislation.

Complaints Procedure

We strive to give our customers the best experience with our service and products but understand on occasion that issues can arise. We ask that you have an issue or concern that you contact us as soon as possible to help us resolve them quickly. Please contact us by phone, e-mail fax or post and we will acknowledge the complaint/issue within two working days, sometimes complaints may take longer to resolve depending on the nature and complexity of the complaint but we will look to provide a consistent contact in any complaint until resolved.