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Terms and Conditions
Alexander Appliances Direct Ltd are an independent catering equipment distributor.
As an independent company we realise the importance of customer care, and service (our reputation relies on it). Our online shop has been set up for our customers to browse through our product range at their convenience and once deciding on their requirements purchase on line with our secure shopping cart SSL encrypted (gold padlock) for complete safety.
As wonderful as the internet is we realise its limitations which is why we are only ever a phone call away. No PO box address, no automated queuing systems. Just real people offering real advice, this is something we pride ourselves on. We have in our portfolio over 10,000 catering equipment items all available direct and at vastly discounted prices, if there is a deal going on you will hear about it. We source from over 50 manufacturers and suppliers to obtain the very best in equipment items to pass on to you, our customer.
Feel free to call us for an informal chat about your particular requirements or drop us an Email which ever method of purchasing you decide on we look forward to your custom.
Our Contact details;
Alexander Appliances Direct Limited
Alexander House
Northacre
Andover
Hampshire
SP11 6QX
GB
Phone: 01264 333388
Fax: 01264 369746
Email: sales@alexanders-direct.co.uk
Web: www.alexanders-direct.co.uk
Vat reg 831408843
Making a Purchase
Making a purchase could not be easier. Just browse our Catalogue, and click on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on "Order" and you will be asked for a few details that we need to be able to satisfy the order you will then be taken into a secure SSL encrypted site (gold padlock) where you will asked for your card details. We use Sagepay to ensure your data is safe when processing payment, Sagepay will ring-fence the payment until we have contacted you (the customer) to confirm any specifications and delivery. Once confirmed the payment is then processed securely.
Once your order has been placed you will then receive an emailed order confirmation which is a summary of your order , we will then contact you (once we have checked availability with suppliers) to process the transaction we reserve the right to refuse or cancel any orders placed online should there be a pricing error or issue with supply , this of course will be confirmed at the time of receiving your online order, should there be any issue of pricing or availability then of course we will not process the card payment.
We accept credit card payment. We deliver nationwide (UK only)
We accept Visa, Switch, Debit and Mastercard. You may send your credit card information via phone, fax, or over our secure Internet site.
Price Match Promise
We will endeavour to match or beat any competitor's price, please contact us if you have seen a product priced for less elsewhere. Please contact our sales department on 01264 333388 and we will do our very best to price match or beat the price quoted.
We require the product brand, model and any additional accessories/warranties and a URL for the competitor's website showing the product. Products must be identical, in stock and sold by a UK VAT registered business. We reserve the right to not price match if we feel the competitor is not a genuine seller.
Stock
We aim to show our customers an accurate take on stock levels for the products on our website. Unfortunately we can never guarantee items are in stock at the time of ordering. At Alexanders Appliances Direct Ltd we order directly from manufacturers on a lot of our products. This does mean however that stock levels are forever changing and products may be out of stock or discontinued without our knowledge. A staff member will always contact the customer to ensure he/she is aware of the current status and make the necessary preparations prior to finalising payment. If you are unsure and wish to check the stock it is very wise to call the sales team as they can check for you.
Shipping and Handling
All items ordered from Alexander Appliances Direct Ltd are delivered FREE (Mainland UK) on a 'standard' delivery service. Additional charges may apply for 'special' deliveries, i.e. timed deliveries, express deliveries or deliveries to some outlying areas, but this will always be made known before you order. Cut off for same day dispatch is 2pm unless otherwise stated, this includes next day delivery.
All Alexander deliveries are shipped via 18t Vehicles unless specifically stated otherwise. It is the customer's responsibility to ensure adequate access for the delivery vehicle. Alexander Appliances Direct Ltd are unable to be held responsible for failed deliveries as due to the volume of shipments we are unable to check each site for sufficient access. For this reason any failed delivery fees will be passed onto the customer with no gain to ourselves. Arrangements can be made prior to ordering to ensure a smooth delivery process. Special requirements may incur an additional charge.
Wherever possible our appliances are delivered direct by the maker, or a specialist appliance delivery service. So you are guaranteed the best possible service. This costs us more than if we used a courier company. Please note we allow a maximum of twenty four hours for any damaged items to be reported after delivery.
Alexander Appliances Direct Ltd's contract with the courier/delivery company is for delivery to doorstep only. Deliveries taken indoors are at the discretion of the courier. Alexander Appliances Direct Ltd cannot be liable for any damage caused to the product or property once the unit is taken and accepted beyond the doorstep.
All items must be checked and signed for on delivery by a responsible person. Very occasionally, an item may be damaged on delivery, which is why it is essential to open all appliances and check for damage before signing the delivery note. Even if the packaging does not appear to be damaged in any way it is worth checking as goods can be damaged before they leave the factory. It will also avoid opening the packet on the day of installation to find the item damaged and not be able to install it. This can also be costly, as you may have booked an installer or engineer. Please note that any damage must be reported within twenty four hours of delivery, we will not accept any claims made after this time. (This does not affect your statutory rights).
Customers are solely responsible for the delivery of their appliances. Failed deliveries may incur additional charges to compensate the re-delivery. At Alexander Appliances Direct Ltd we do our best to inform you on when your delivery will arrive. Items are delivered between 8am and 6pm and it's the customer responsibility to make sure someone is available to check, sign and accept the delivery within this time. We do our best not to charge for delivery of your items where possible but in the case of a failed service a re-delivery charge will be applied and the cost will vary depending on the postcode location. We accept no responsibility for failed deliveries that were due to no one being at the agreed address. Should you wish to cancel an order after a failed delivery a restocking fee may be applied for up to 20% - 30% of the units value to put this back into our warehouse as new stock. We are within our right to recuperate our loss for customer negligence. The driver has no obligation to wait for the customer to arrive unless previously specified and agreed with a member of staff at Alexander Appliances Direct Ltd.
Delivery Schedule
All United Kingdom deliveries are FREE (Mainland UK Only) unless specified - outside mainland a small charge may apply and we will contact you prior to delivery to arrange a convenient despatch date. Postcode restrictions may also apply to your order post purchase. We aim to always include delivery in our costs but sometimes that it not possible due to certain locations being restricted under the standard service for our carriers. We will also inform the customer of any additional charges prior to taking payment.
Delivery is FREE to commercial premises, although there may be a small manufacturers charge for private address deliveries, these charges are at present very rare but please check at time of order.
Most orders are delivered next day; however dates are given in good faith, but are not the subject of any warranty or condition. No liability will attach to us if delivery periods or dates are not met; most orders are completed within 3 to four days. Feel free to contact us if you have any queries regarding this matter.
Deliveries are made between 8am and 6pm on a free of charge service. It is the customer responsibility to make sure someone is available at the delivery address to check, sign and accepts the delivery. If no one is available a cancelled delivery charge will be made at the expense of the customer. We try to make our deliveries free where possible but multiple deliveries of the same item can be costly and we will not accept liability for customer absence. Timed delivery options are available for a lot of our product ranges. If you are unsure someone will be on the site between the hours of 8am and 6pm then please feel free to call our sales team to discuss a more precise delivery option. Charges are made at the cost of the carriers charge and with no additional gain to ourselves. The customer will have to pay any outstanding charges before re-delivery can be arranged. We are within our right to recuperate our loss for customer negligence.
Back Orders
If your order is not in stock we will contact you right away for further instructions. We do not charge for any items until they are ready to be shipped. Often within our range we can search for an alternative product which we will offer you (often at a further reduced price) or, if you would rather wait, then we will gladly back order the item for you.
Tax Charges
For orders made from the UK or the European Union, 20% VAT is added.
Credit Card Security
Security is of upmost importance to us. We know of no known documented case of credit card fraud using our secure shopping cart system. All credit card numbers are encrypted in the software when the order is placed using 128 bit SSL encryption. They are only decrypted after they reach our computer. You can tell the pages are secure on a site because the address in the bar changes from being http:// to https//. You will also see the now widely recognised Golden Padlock in the bottom of your browser when it is time to submit your credit card details. Your information is not held in clear text on any web site.
Still unsure? If you still feel uncomfortable using the internet then please feel free to phone us direct and place the order with one of our trained sales team, or we will happily send you a Pro-Forma invoice where, on receipt of payment, goods will be despatched immediately. Unfortunately we are unable to offer a cheque-to-driver facility as we often use outside carriers in order to keep our prices low
Guarantee
We guarantee your satisfaction. The vast majority of our product range is covered by a manufacturer's full 1 year parts and labour warranty, however certain manufacturers are covered by a parts only warranty, please check at time of ordering (this may mean the labour part of the warranty claim, should there be one, will be down to the customer although this is rare).
Many of the manufacturers we deal with offer 3 years or even 5 years cover. All catering equipment items are brand new boxed products. We may well offer you end of line items at special pricing but this will be made clear at the time of order. We do not offer a range of extended guarantees on our products as we do not believe that they offer good value - in a recent survey it was shown that only 5% of warranties are claimed on during the 5 year cover. Please note Maestrowave and AFI products are covered by warranty but are return to base warranty where the items will be repaired or replaced.
It is the customer's responsibility to check at the time of order that adequate ventilation has been allowed for the item ordered. Please check with our sales office for further information.
The warranties are for the products only and Alexander Appliances Direct Ltd are not responsible for any losses which may have been incurred as a result of a failing appliance, e.g. the loss of food if a freezer should fail.
We will however ensure the manufacturers respond as quickly as possible to hopefully minimize these kinds of problems.
Please be aware that goods delivered to areas outside of the UK mainland may not be covered by the full extent of the standard warranties noted online. Please call for details.
Reaching Us
A lot of thought has gone into Alexander Appliances Direct Ltd trading on the internet. For a long time previously we obtained orders the old fashioned way by knocking on customer's doors, mail outs and such and we have found many of our orders come from customers' recommendations which we are extremely grateful for.
We want all of our customers to know we are only ever a phone call away on 01264 333388, our telephones are operated by highly trained staff who really care that you get the right product for your requirements and are not commission based. You can also e-mail us at sales@alexanders-direct.co.uk. Alternatively write to us at the following address: Alexander Appliances Direct Limited, Alexander House, Northacre, Andover, Hampshire, SP11 6QX
Privacy Policy
As an Independent Catering Equipment Distributor, we take your privacy very seriously indeed which is why we NEVER supply your personal details to a third party and we only keep the minimum amount of information needed to conduct business with you.
If you have any concerns whatsoever in regard to privacy please contact us directly Alexander Appliances Direct Ltd only collect information from the customer at the time of placing the order and is relevant to completing the order.
All information is collected lawfully and complies with the data protection act 1988. We would only very occasionally use the information for our own purpose, for instance when sending out special offers or promotional lines, which we think may be of interest to you. We add, however, this happens very rarely. If you do not wish to receive this information then please tell our staff at the time of placing your order
Returns Policy
Alexander Appliances Direct Ltd are not under any obligation to accept returns of unwanted or unsuitable goods. In unusual circumstances it may be possible to return an unwanted appliance (please discuss this will our sales department), however if this has been agreed by us a collection charge, or an aborted delivery charge will apply and also a restocking fee of 25% of the appliance cost plus VAT. The refund will take place once the appliance has been examined damaged products unwrapped or used items will unfortunately be unable to refunded
Please note: any Special Order products will not be eligible for returns.
It is entirely down to the customer to ensure that the goods ordered are suitable for whatever you wish to use it for.
Customers are responsible for ensuring the products ordered will fit through doorways and into premises etc, failure to do so may result in an abortive delivery charge.
It is the customer's responsibility to ensure that drainage and all power supplies are correct at end product destination and connections are appropriate for the goods supplied and that water softeners are fitted in hard water areas.
Gas appliances must be fitted by a CORGI approved fitter electrical products must be fitted by a qualified fitter.
Alexander Appliances Direct Ltd will accept no liability for damage to goods or any other liability or loss caused by incorrect fitting or installation.
Please note sizes and descriptions are given as accurately as possible although no liability is held against us for incorrect information given. Images are for illustrative purposes only. You product may differ from the stock image help online. Alexander Appliances Direct Ltd will do their best to point out any differences but we will always order the product under the code the customer has selected.
Please note refunds will take between 5 - 7 working days via Sagepay.
You may cancel your order by: Sending a notice by e-mail, fax, or phone quoting your name, address, product code and customer reference number. This must be before your item(s) have been dispatched.
One final note, please read all instructions carefully, you would not believe the number of returns we receive which are supposedly faulty only later to discover that it was down to customer misuse or not reading the instructions.
If our engineers do not discover a fault with your product or if the fault is not covered by the manufacturers guarantee, then unfortunately you will be charged with any associated costs. Again, all of these problems are normally avoided with simple communication.
Alexander Appliances Direct Ltd will not be held responsible for damages to property as a result of faulty manufacturers' products, or and loss of earnings while products are repaired under warranty.
Faulty Products
All goods must be checked for damage on delivery before signing. Once signed for, any fault with the goods becomes the responsibility of the customer, and goods damaged at the time of delivery cannot always be exchanged.
If the goods are faulty, incorrect, or damaged when checked on delivery, we will collect the goods from you and fully refund the price you paid for the goods, or in turn swap over the appliance for you, whichever you prefer.
If a service call is booked with us for a faulty product and the product is found by our engineer to not be at fault, please note the customer may be liable for a call out charge.
All warranty calls must be placed through Alexander Appliances Direct Ltd directly we will not reimburse third party expenses on items on which we already offer an onsite parts and labour warranty of our own. Furthermore in the involvement by a third party on a unit which is covered by our warranty will invalidate the remainder of the warranty.
