Delivery and Returns

1. How long will delivery take?
2. How much do I pay for delivery?
3. How much do I pay for delivery when I do not live on the UK Mainland?
4. What is my right to cancel and have a refund?
5. What is your policy on returns under warranty?

Delivery

UK orders placed before 4.00pm and fulfilled from stock will normally be despatched the same day for delivery on the next working day (not Saturday), but can be up to 5 working days for non stock, or out of stock, items. Internet placed orders will receive an email, advising despatch has taken place, for the next working day delivery.

If we are out of stock on a particular item, we will delay the whole delivery where we expect the item to come into stock within 7 days. We will contact you if this is likely.

We will deliver part orders where the majority of the items on the order are available, and the outstanding items are unlikely to come into stock within 7 days. In this case we will invoice for the whole order including the items out of stock, and advise you of this on the invoice. The balance of the order will be delivered without additional delivery charges. Where the customer specifically requests early delivery of items without waiting for the bulk of the order to become available, this will incur two delivery charges.

We use Initial CityLink next working day courier service (ie by 5.30 pm) for UK mainland deliveries. This requires a signature upon delivery, to acknowledge that the package has been received in an undamaged condition and customers should ensure, therefore, that there is someone to receive the goods on the due delivery day. If acceptance of delivery is a problem, please contact us to make special arrangements. If our courier is unable to deliver and obtain a signature, they will leave a card to say they attempted delivery. When this happens please contact them immediately the next day, to prevent your goods being returned to us, which will incur additional delivery charges. If goods do not arrive on the agreed delivery day by 5.30 pm, call us the next working day to prevent your goods being returned to us, which will incur additional delivery charges

If upon inspection of the package contents you find anything missing or damaged, you must advise us within 7 days.

For the Scottish Highlands the delivery service may take a little longer.

We will only charge against your credit card when the items have been despatched with the exception of special orders eg curtain tracks, since these are custom made to customer specification. In this case we will process the whole payment at the time of ordering. For goods other than curtain tracks (these are always special orders) we will advise you at the time of purchase if the item you are purchasing is a special order.

Delivery Charges: UK Mainland and Isle of Wight

The cost of the UK mainland service is based on the weight of the items sent and will be automatically added on the order form, as follows:

up to 1 kg: £5.50 + VAT
up to 5 kg: £6.50 + VAT
up to 10 kg: £7.50 + VAT

The best way to see the delivery charge is for you to go through the buying process but stop before pressing the "checkout" button. At this stage, providing you have selected the correct delivery zone, ie "UK Mainland and Isle of Wight", "Channel Isles" or "UK non Mainland", the delivery charges will have been added to the total cost, including VAT.

Delivery Charges: UK non Mainland and remote areas

The cost of deliveries to Northern Ireland, Isle of Man, Isles of Scilly, Scottish Islands and Scottish Highlands is based on the weight of the items sent and will be automatically added on the order form. There is a supplement of £10.50 on our standard charges for deliveries to these locations, applicable to the following postcodes:

• Northern Ireland: BT
• Isle of Man: IM
• Scottish Highlands: IV21-IV28, IV40-IV56, PA20-PA27, PA36, PA40-PA49, PA60-PA78
• Scottish Isles: KA27, KW5-KW17, PH30-PH44, ZE1-ZE3
• Isles of Scilly: TR21-TR25

The total charges are as follows:

up to 1 kg: £16.00 + VAT
up to 5 kg: £17.00 + VAT
up to 10 kg: £18.00 + VAT

For deliveries to the Channel Islands, (postcodes JE and GY) we use a different courier.

The total charges are as follows:

up to 2 kg: £10.00
up to 5 kg: £30.00
up to 10 kg: £50.00

Right to Cancel and Returns for Refund

If you wish to cancel your order prior to us despatching it to you, you must do this by email to ensure that there is no misunderstanding. This may be done either by emailing to orders@cyberselect.co.uk, or by replying to your Internet order acknowledgement, putting the word CANCEL after the order number in the heading. We will confirm that your instruction has been received by email. Orders not cancelled by email prior to despatch will be liable for costs of delivery if the order is despatched to you.

As a private individual, you have the right to cancel your order within 14 days of delivery, (trade customers may be liable for a re-stocking charge). This applies to all of our products with the exception of:

• Silent Gliss and Goelst products, since these are made to customer specification. Any cancellation or alteration to curtain track orders must be made within 3 working days of the initial order having been placed.
• Beamax and Pure projector screens
• Certain Future Automation AV lifts and projector drops, as marked on individual web pages
• Custom built versions of Clever Technologies media Center PCs
• Glas Platz glass speakers
• Spectral AV furniture, we strongly suggest that you come to our showroom to see and discuss your requirements prior to ordering, to ensure the furniture meets your requirements
• Items specially ordered. These may be marked on our web site with the words "Special order item". We will try to remind you at the time of processing your order, prior to despatch.

If you choose to cancel your order within this period and return any goods received, you will receive a cash or credit card refund (depending on the original method of payment) to the value of the goods supplied, excluding delivery which is a separate supply contract.

Prior to despatching goods for return, you must contact us for a returns number to facilitate the process (telephone 01603 660901). The returned package should also contain your name, address, your invoice number and the returns number.

Goods returned must be in the original pristine condition in which they were supplied and include every single item of the product and its packaging. If any of the packaging or contents are missing, or not in an ‘as new’ condition, we will not be able to refund you.

Goods returned for refund should be sent at your expense to:

CyberSelect Ltd
4 Upper Goat Lane
Norwich
NR2 1EW

NB: Until received, the goods remain your property and we recommend suitable packaging and an appropriate level of insurance for their return.

All goods and packaging will be checked carefully and the refund processed as soon as possible. Notification of your refund will be sent through the post.

Warranty Returns for Replacement or Repair

All products are covered by a minimum 12 month warranty. Some manufacturers offer longer warranty periods. Where applicable these will be stated on the individual product web pages.

Do not despatch goods without our prior agreement (telephone 01603 660901). Reasons for this are:

• Past experience has shown that apparently faulty goods have sometimes been set up incorrectly, or the instructions have not been as comprehensive as they should be. In these situations the quickest solution to getting the equipment working correctly is for us to give you further advice
• To avoid incurring unnecessary delivery charges if we are able to resolve the problem. Goods returned to us as faulty which subsequently prove not to be faulty, will incur delivery charges for you each way
• We may require you to return individual components rather than the complete product
• We may require you to return the product directly to the manufacturer
• We can advise you on the most appropriate method of returning the goods. Defective goods under 14 days old will be returned to us at our expense provided you have discussed with us first on the method of return and provided they prove to be faulty. Goods over 14 days old should be returned to us at your own expense
• To obtain a returns number to facilitate the process

The returned package should contain your name, address, your invoice number, details of the fault and the returns number.

Please ensure that the item you are returning is actually faulty before returning it. Upon receipt of the product we will test it.

In most cases, where the product is found to have a valid fault, the warranty permits complete replacement of the defective item free of charge. However, some manufacturers require that the product is returned to them for repair, or that repair is carried out by ourselves once the defective components have been supplied by the manufacturer. In these cases the repair under warranty, free of charge, will take longer. NB: Note that CyberSelect Ltd cannot be held liable for any consequential costs incurred as a direct result of the faulty goods.

Goods returned for repair or replacement should be sent to:

CyberSelect Ltd
4 Upper Goat Lane
Norwich
NR2 1EW