Delivery & Returns
If you have a query regarding how we will delivery your goods, or how to return something, you can find our returns and delivery policy details below.
Delivery Details & Policy
At Ultrabind we offer a delivery service to UK Mainland (the price is dependant on the location of your delivery*) generally allowing up to 1-2 weeks (10 working days) for delivery after the order is placed. *Please note remote areas and Highlands may incur an additional charge, Please enter your postcode at checkout to obtain a price. We only deliver to mainland UK.
Please note this is subject to change and where possible orders may be delivered before this time, however as we are in our busiest period please bear with us when waiting for your order delivery slot. We also urge you not to employ anybody to fit the products before they have been delivered and checked.
For smaller items and sample packs we send via Carrier, this service takes 3-5 working days to arrive
Due to our delivery schedules we try to give as much notice as possible. Deliveries are always Monday to Friday; we cannot deliver on weekends this applies to all deliveries including carriers. It’s important to us to get your goods delivered to you in perfect condition, to help achieve this we use our own vehicles and drivers for the majority of our deliveries.
NOTE: In order for us to ensure that you receive the exact goods you have ordered any changes you deem necessary to the order below will result in the order being cancelled and being re-raised. We may need to create a second order to follow on after the initial delivery. We will not edit existing orders. This helps us to avoid any confusion and provide a better service to all our customers.
After your order has been picked our transport team will contact you via phone on the contact mobile phone number provided with a delivery date. We use a variety of vans and lorries of up to 26 tonnes. The vast majority of our deliveries are made on vehicles larger than 7.5 tonne therefore you will need to ensure that the delivery address has sufficient access for a vehicle of this size. Please contact us prior to placing an order if you have any specific requirements regarding vehicle access into the property.
It is the customer’s responsibility to provide 2 people to off load the products. Please bear in mind the items delivered can be heavy. Anyone giving assistance should wear suitable gloves and clothing, they must also be physically capable to assist. Ultrabind offer a kerbside delivery service only; the delivery service does not cover the driver carrying materials any distance or to the rear of the property. If the vehicle is invited on to the customer’s property it is entirely at the risk of the customer. Ultrabind and its drivers will not be liable for any damage to the property.
When delivered, your products may arrive on a timber pallet with additional packaging surrounding the goods. The pallet as well as any further packaging your goods arrive in are deemed necessary precautions and are assigned as part of your order. Therefore, the responsibility of disposing of the packaging will be solely the recipient of the goods.
We take pride in delivering a great product and a great service to all of our customers.
Please ensure you submit two working telephone numbers, preferably one being a mobile to receive text messages, for our transport team to contact you.
Please ensure if you have any access issues or delivery concerns, please state them at point of order so our transport team can be aware when booking in your delivery. Our vehicles are large and require adequate space to manoeuvre. If you live in an area with weight or height restrictions, please contact us before placing your order, if you are unsure of any restrictions please get in contact.
Some areas of Scotland and the Highlands may incur additional surcharges, if you are unsure of your location cost, please contact us on 0330 236 9994 to discuss how we can help in further detail.
Please note once you have received details of your delivery via text and/or email you must inform us of any changes at least 48 hours before the scheduled delivery is due to take place. Any changes made after this time may result in you incurring additional delivery charges.
Exchange or Return of Goods
An unwanted product can be returned within 14 days of delivery if it’s still in its original brand-new condition. Returns are made at customers cost and must be sent via a signed for, tracked secure service. Goods will only be refunded once received and signed for by Ultrabind. Ultrabind are not responsible for any items lost in transit when returning to us.
Please note you must first contact our sale team on 0330 236 9994 or sales@ultrabind.co.uk with your order number to obtain a return reference.
Please refer to the following information when returning products delivered from the Ultrabind website.
Your statutory rights are not affected by this information
If we should receive notification of an issue regards any part of our service, by phone, E-mail or letter, then it will be dealt with promptly. Ultrabind will attempt to respond to all issues within 2 working day, however during busy periods we will endeavour to reply within 5 working days (for avoidance of doubt, Saturdays, Sundays and Bank Holidays are not classed as working days). All process issues, returns or refunds will be dealt with fairly and in confidence.
Products which are not required / ordered incorrectly
You can return any unused product to us in its original condition for a refund within 30 days of receiving it and we’ll either exchange it or give you a refund. Please note this exclude kits and any remaining parts from a kit price.
PLEASE NOTE – RETURNS/CANCELLATIONS CANNOT BE PROCESSED WITHOUT COMPLETING THIS FORM.
You are responsible for the cost of returning an item back to us. We are able to advise on a small number of national couriers which may be able to help you with this, so just give us a call and we will be happy to help. We recommend that you send the goods back by Special Delivery (fully insured) and ensure that the goods are well packaged. If the goods are damaged in transit due to inadequate protection, we will be unable to refund.
The amount of the refund is limited to the cost of the product and does not include the cost of delivering the item.
Goods ordered by a customer that we deliver correctly according to the information given and then returned or refused upon delivery will be subject to an administration and restocking charge of 25% (variable at our discretion)
The right to return does not apply to ‘cut to size’ or ‘made to measure products.
After receiving your return, we will refund you via your original payment method (excluding original shipping costs) within 5 working days.
All goods must be checked upon arrival for defects, damage, or unsuitability. We are unable to refund any payment if the goods have been fitted prior to discovering the fault. Commencing work will be considered acceptance of the condition of the goods.
In the unlikely event that an item is deemed faulty, you must notify us explaining the problem with the item. This must be done within 24 hours of receiving the goods in order for us to proceed with the return. In order to speed up the process, you may email sales@ultrabind.co.uk with your order reference number, the details of the fault and if possible, images displaying the fault.
Refunds will ONLY be given for damaged goods where no replacement product can be supplied. Damage due to misuse, alteration to the product, or negligence is not covered under our returns policy and refunds will not be given.