Delivery, Returns and Refunds.
If you place your order after 3pm on Mon-Thur, it will not be processed until the following day. If your order is placed after 3pm on a Friday, processing will not happen until Monday, or Tuesday if Monday is a bank holiday.
If you require your order by a particular date please ensure that this is entered in the comments box during checkout so that we can ensure delivery is met.
We aim to send your order to you in the time frame stated on the separate product pages, however, delivery times can vary occasionally. There are stock delays, breakages, transport failures and other issues that can occur. Deliveries should always be within 30 days, if this is not possible we will communicate as soon as possible to see if you wish a refund or are ok to wait the additional time. We will endeavour to keep you up to date with the progress of your order.
Orders are shipped on a working day (Mon-Fri) as soon as possible, excluding Christmas and UK bank holidays.
Depending on the product we use 1st Class Post, 2nd Class Post, Recorded Delivery, Special Delivery and various couriers. Again depending on the product, we may use an alternative method.
PLEASE NOTE: Shipping prices are for UK Mainland only. Exclusions include Northern Island, Republic of Ireland, Scottish Highlands and UK Islands. If your address is excluded from standard delivery, please contact us for prices and options.
We ship all orders in good strong packaging.
Damaged & Faulty Items
Unavoidably, a small percentage of parcels get damaged due to the handling during delivery. Please contact us WITHIN 24 HOURS of delivery, if an item is delivered damaged. We will then arrange for a replacement to be dispatched. In certain cases, the original item will need to be collected, this will happen 1-2 days after contacting us. Delivery of the replacement item, and collection of the original item, will not happen at the same time.
If you fail to report a damaged item within 24 hours of delivery, we will not be able to guarantee a replacement.
If an item fails or breaks, within its warranty period, please contact our office as soon as possible. An inspection will need to be carried out to ascertain the reason behind the fault/break, this can take up to three weeks. If the inspection concludes that the breakage/fault is due to a manufacturing error then a replacement or refund will be offered. The replacement will not be sent out or refund issued, until the inspection is complete. If a manufacturing fault is not found to be the cause, the item will be returned as it is.
Very few parcels go astray. However, missing items are inevitable sometimes. If the item has been sent by a postal method which has insurance or a form of compensation we will either provide you with the relevant information to make a claim or make the claim ourselves and replace the item. If the item has been sent without postal insurance we will replace the item free of charge.
Returns and Refunds
If you change your mind about the products or order goods in error you can return it to us providing you report them within 14 days. It is your responsibility to ensure that returned item(s) reach us in good condition.
"Under the Distance Selling Directive, you as the customer have a duty of care for the products delivered to you whilst in your possession"
Please ensure that you return the items exactly as you have received them ie: in the original packaging sealed with clear tape. If you are returning the items via a Courier or Royal Mail, please make sure that the items are in an outer box or a jiffy bag. (THERE MUST BE NO WRITING OR LABELS ON THE ORIGINAL PACKAGING)
Where you have failed to take reasonable care of the goods, Xenia Supplies Ltd. reserves the right to refund you less any amounts due by way of compensation to either repair the goods or to cover any loss. We do NOT accept liability for the transit of returned goods and therefore suggest that you take out carrier insurance.
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm
Warranties and Returns
1 Subject to the conditions in this Clause 5, Goods sold in the UK mainland may be returned for a refund, exchange or replacement within 30 days provided they are returned unused, in a saleable condition and in their original packaging. Goods that have been opened, marked/soiled, damaged or used will only be entitled to a partial refund (not exceeding 60% of the purchase price) after assessment by Xenia Supplies Ltd. Goods deemed non-saleable will not be refunded and will only be returned at the Customers cost. Certain large or bulky items may also be subject to a restocking fee (usually £75). Certain Goods cannot be returned for hygiene reasons. Certain Goods such as knives must be returned in adequate postal packaging for health and safety reasons. Certain last-in-line or special-to-order Goods may also be non-returnable and will be flagged accordingly on the Xenia Supplies Ltd website. The carriage cost of returns may be refunded in whole or in part to the Customer at Xenia Supplies Ltd. discretion.
2 Goods are guaranteed against defects in accordance with the terms of the manufacturer's warranty or for 1 year from delivery unless otherwise stated. Goods reported faulty within the specified warranty period may be repaired, replaced or exchanged at Xenia Supplies Ltd discretion. Parts and labor under this warranty are guaranteed in the UK mainland only.
3 Goods that are missing from delivery or damaged due to delivery must be reported to Xenia Supplies within 24 hours. Large Goods such as refrigerators must be inspected by the Customer on delivery for damage and an acceptance of delivery docket completed noting any damage that resulted from delivery.
4 The warranties in this Clause 5 do not apply to any defect in the Goods caused by the fault, negligence or failure of the Customer to use the goods for their normal intended purposes or failure to adhere to manufacturer instructions (including storage, use in an incorrect environment, maintenance, de-scaling and cleaning). Gaskets, refrigerants, filter driers, shelves, tray slides, castors and legs, electric lamps, fuses, keys, locks, glass, filters, mains plugs and leads, hose connections and consumables are warranted to be free from defect on delivery only and any damage caused due to delivery must be reported to Xenia Supplies 24 hours to qualify for replacement, repair or refund at Xenia Supplies discretion. Goods marked semi-commercial, light-duty use only or similar must not be used as substitutes or replacements for heavy-duty or commercial-grade equipment. Goods marked no commercial warranty are sold without any warranties unless otherwise stated. Certain Goods may be disposed of in accordance with Xenia Supplies safety instructions for replacement, exchange or refund with Xenia Supplies prior approval. Engineer call-outs and repairs carried out on non-warranty faults or defects may be subject to further charges including where the Customer has missed or is unduly late for an arranged call-out. No Goods will be sold on a sale or return basis without prior written approval by Xenia Supplies. Xenia Supplies may in its reasonable discretion invalidate warranties for any Goods that have been or are suspected to have been altered, tampered with, serviced, repaired or attended to without Xenia Supplies prior approval.
5 Old electrical & electronic equipment may be disposed of by prior arrangement in compliance with WEEE regulations.
6 Statutory rights for Customers placing Orders as private consumers (as defined by law) are not affected.