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Delivery and Returns Policy

Below is a helpful overview of our Delivery & Returns Policy and by purchasing from The EVOHOME Shop, you are accepting our Terms and Conditions. For our Full Terms & Conditions click here and for our Privacy Policy click here.

Delivery

Items purchased from The EVOHOME Shop are sent with different delivery services depending on the size/value of the parcel and/or the delivery service you have chosen. You will be notified by a separate email what delivery company your item has been sent with and the appropriate tracking number (where applicable).

As of December 2014 we only use Station Couriers UK Ltd (part of the APC Overnight parcel network) & Royal Mail.

Items are only dispatched on working days and for items to be dispatched on the same working day of your order, the checkout process must be completed before 3:30pm. Any order placed after 3:30pm will be sent the following working day. Friday orders placed before 3.30pm will be delivered the following Monday (excluding bank holidays), unless the Saturday delivery option has been paid for. Ordering after 3:30pm on Friday and at weekends will mean that your items will be dispatched the following working day (excluding bank holidays).

A signature is required for all our deliveries and they cannot be left without a signature. All items bought on our website require a signature at the point of delivery and will returned back to your local Post Office or local APC Overnight depot should no-one be at home to sign for them.  We are able to deliver to a neighbour or a work address if this is more convenient, but this must be specified as the 'delivery address'. If you want the parcel left with a neighbour should no one be home, this must be written in the 'notes' section at the checkout (E.g. 'Leave with number 24 or 25 if not in').

Please note Saturdays and Sundays are not classified as ‘working days’ and although most of our deliveries get there when we say they will, we cannot be held liable for exact timings of the deliveries – this is just simply beyond our control.

Unfortunately, due to legislation under the Consumer Rights Act 2015 our items can no longer be left in a 'safe place' and will be returned to your local delivery depot should no one be there to sign for them.

Free Delivery

Items purchased from The EVOHOME Shop will have the option to be sent with Free UK Mainland Delivery when you spend over £100 (Inc. VAT).  Free UK Mainland Delivery does not apply to Northern Ireland, Republic of Ireland, UK Islands & some areas of Scotland (see the Delivery Terms section below). The EVOHOME Shop are under no obligation to send the order should the free delivery option be chosen when a paid for option should have been selected instead.

Items under 2kg (depending on value) are normally sent via Royal Mail. These items are usually delivered within the relevant timescales on Royal Mail's website (http://www.royalmail.com/personal/sending-mail).

Items over 2kg are sent with APC Overnight and will usually be delivered before 6pm the very next working day.

If you wish to know exactly how your order will be dispatched prior to placing your order, please contact us.

Should you wish to upgrade your delivery to a 'guaranteed' or 'timed' delivery service, there is the option to pay for these at the delivery section of the website.

Paid Delivery

All items purchased through our website will have the option to be sent via the following tariffs irrespective of size and weight.  We can obtain a price from the Post Office for the last 4 delivery options should you so wish, as depending on the size/weight of the parcel it might be a cheaper option.

Royal Mail 2nd Class Signed For - £4.74 (Inc. VAT). We offer this service for items up to £20 in value. Using this service means you should receive your parcel within 3 working days after we dispatch.

Royal Mail 1st Class Signed For – £5.34 (Inc. VAT). We offer this service for items up to £50 in value. Using this service means you should receive your parcel within 1-2 working days after we dispatch.

APC Overnight Next Day UK Mainland Delivery - £7.01 (Inc. VAT). We offer this service for items over £50 in value. Using this service means you should receive your parcel before 6pm the next working day (excluding Bank Holidays) after we dispatch.

APC Overnight Next Day UK Mainland Delivery (Before 10:00) - £20.17 (Inc. VAT). We offer this service for items over £50 in value. Using this service means you should receive your parcel before 10am the next working day (excluding Bank Holidays) after we dispatch.

APC Overnight Saturday Delivery (Before 12:00) - £33.07 (Inc. VAT). We offer this service for items over £50 in value. Using this service means you should receive your parcel before 12pm the next Saturday after we dispatch.

APC Overnight Scottish Highlands (1-2 Working Days) – £18.31 (Inc. VAT).

APC Overnight Scottish Islands, Isle of Wight, Isle of Man (2-4 Working Days) – £27.31 (Inc. VAT).

APC Overnight Northern Ireland (By Road 2-3 Working Days) - £19.97 (Inc. VAT).

APC Overnight Republic of Ireland (By Road 3-4 Working Days) – £25.12 (Inc. VAT).

Delivery Terms

Free UK Mainland Delivery and Next Day UK Mainland Delivery are not available to certain parts of the UK (this does not include Northern Ireland).  

Some UK postcodes are classified as 'remote locations' by couriers including some areas of Scotland & UK Islands. Northern Ireland & Republic of Ireland are subject to different delivery charges (details are below this table).

The following postcodes are not covered by our Free UK Mainland Delivery and are subject to an additional surcharge (please contact us to apply these to your order before proceeding to checkout):

£8.98 Surcharge £8.98 Surcharge £17.98 Surcharge
Next day service AB37-38 2 day service IV21-24 2 Day Service  Isle of Wight
AB41-56 IV26-28 Isle of Man
IV1-20 IV40
IV25 IV52-54
IV30-37 PA40 
IV63 PH30-32
KW1-10 PH34-41
PH15-26 KW1-3
PA21-35 KW5-14
PA37-39 PA36
FK19-21
PH33
PH49-50

Before dispatch we check every single order postcode and goods will not be dispatched under our standard or next day delivery terms if your postcode is on a remote area or islands delivery list.

Northern Ireland & Republic of Ireland. 

Free UK Mainland Delivery does not apply to Northern Ireland. Deliveries to Northern Ireland can be sent with any Royal Mail delivery option shown at the checkout.  Items over 2KG can only be shipped with Royal Mail Special Delivery By 1pm or APC Overnight Northern Ireland delivery option.

Delivery to Republic of Ireland is done via a road courier service who offer 2-4 day delivery for a fixed fee of £25.12 (Inc. VAT) for up to 10 kg. However, as Republic of Ireland does not yet use postcodes we cannot 100% guarantee delivery timings. Items on our website under 2KG can be sent with 'Royal Mail International Tracked & Signed' to the Republic of Ireland.

We no longer ship to Europe or Beyond.  

Courier costs to Europe change daily and are very high.  There may also be customs issues and we are unable to insure items travelling abroad through some territories.  Therefore regretfully we have suspended the shipping abroad option from our website.

Returns Policy

All items sold on our website are sold with a 12 month warranty (unless otherwise stated). If you suspect an item is faulty within 12 months from the date of purchase, please contact us first and speak to our technical team who after a few questions will decide on the best course of action.

If you just want to return an item for any other reason and providing the item is unused (i.e. product not removed from box, tested, fitted or exchanged) and the retail packaging is completely undamaged (i.e. can be resold to another customer upon its return) we will exchange it or refund it as long as the item is returned within 30 days from the date of delivery. Please note that our 30 day returns policy does not apply to specially ordered items or items that are 'pre-bound' as part of our evohome pre-binding service.

As part of our extended 30 day returns policy, if you have paid for delivery and decide to return your item(s) or decide to cancel after the item has been dispatched, any such delivery costs incurred by our business will not be reimbursed.

Please follow the steps below, to ensure you obtain a trouble free and full refund.

1. Contact Us via email or telephone first to let us know what items you are returning and most importantly get a returns number.
2. Please use a Cardboard Box to package and return the item.
3. Ensure the item is very well packaged inside the box, as we will not refund items that are damaged in transit.
4. Include your name, telephone number and/or email address on a piece of paper inside the box so we know who has sent it.
5. Within 14 days of receiving your returns number, take your box to the Post Office or use an online courier service and send it back to us using an insured delivery option covering the full cost of the item. Items do get damaged and go missing in transit, so please ensure any items sent back are done so under an insured delivery option! Should any items get lost or damaged during transit, we will not refund the items and it will be your responsibility to make a claim against your delivery company.

Our returns address is:

The EVOHOME Shop
Unit 8 Caersws Village Workshops
Caersws
Powys
SY17 5NA

Upon return of your item(s), we will fully inspect the products to ensure all the above have been complied with. If in anyway the items returned have been unpackaged from the manufacturers original packaging, used, fitted, damaged, swapped or the original packaging is ripped or damaged they will not be refunded and you will be liable for the returns postage back to your address.

Unused purchased items may be considered for a return outside of our 30 day returns window, however they will be subject to a restocking charge of up to 50%.  Unless the item is faulty, we are under no obligation to accept any return outside of our 30 day returns policy and any return beyond 30 days must be fully agreed by The EVOHOME Shop management team before the return item is sent back to us.

In compliance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and Consumer Rights Act 2015, should any item(s) become faulty within 6 months from the date of delivery, The EVOHOME Shop will pay for customers returns postage.  The EVOHOME Shop will not refund returns postage for items that go faulty outside of the 6 month period. Please note that The EVOHOME Shop will only refund basic postage options up to a maximum value that covers the item(s) for the full retail insurance value upon receipt of a valid VAT postage receipt.  Any excessive postage costs (such as next day timed deliveries or excessive insurance) will not be refunded in any way.