Here is where you will find the information relating to our Deliveries and Returns  procedures. If you cannot find what you are looking for, please feel free to message us at  info@universalppe.co.uk  where we will be more than happy to assist you in your query.

Alternatively,  fill out the form on out ' Contact Us ' page and we will get back to you as soon as we can.

DELIVERY PROCEDURE TRACKING YOUR ORDER THE LEGAL STUFF

DELIVERY PROCEDURE

All goods   are shipped from our Central Birmingham warehouse; a few products are shipped from our other locations and in these cases you may receive more than one delivery.

IMPORTANT: When signing for the delivery, if there is any damage to the box at all please sign for as "damaged" or do not accept the delivery. All items damaged in transit must be notified to us in writing to our customer services team via email to  info@universalppe.co.uk  within 48 hours of delivery. Failure to do this may result in the item not being replaced.

Please ensure you only sign for the number of packages physically received, it is the sole responsibility of the recipient to ensure you do not sign for any packages no received.

TRACKING YOUR ORDER

You are able to track the progress of any order once it has been despatched by clicking on the tracking number provided. This will show you the details of your order you have placed with us. By clicking on the appropriate order number you will see the status of your order. Alternatively you can telephone Customer services via e-mailing info@universalppe.co.uk or your account manager on 0121 374 0174, give them the web-order number and find out the order status.

THE LEGAL STUFF

When you place an order you will receive a confirmation e-mail. This e-mail does not constitute acceptance amounting to a contract; acceptance takes place when the product is despatched, until which time the offer can be withdrawn.

Universal PPE Ltd or any of its trading divisions will not be liable for any loss caused to you by late delivery and will not be liable for any loss or damage to goods once they have been delivered in accordance with your delivery instructions.

For further information regarding all aspects of Universal PPE Limited or any of its trading divisions contracts us for our full Terms and Conditions.

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RETURNING ITEMS TO UNIVERSAL REQUEST RETURN ONLINE WITHIN 30 DAYS  AWAIT RETURN AUTHORISATION DESPATCH BACK TO US  WITHIN 14 DAYS WE INSPECT, REFUND OR REPLACE NON-RETURNABLE MERCHANDISE FREQUENTLY ASKED QUESTIONS

RETURNING ITEMS TO UNIVERSAL


Mistakes happen. That is why we designed a simple and effective system for returns. Simply find you order online within your account centre, and click the return icon, and add a reason for return. 

With the exception of  some special items mentioned below, You can return any items that are still in their original packaging unworn and unused.  

Upon submission of your request we will contact you to coordinate the return of your product. You will be issued a returns note clearly detailing the products that have been authorised to be returned for inspection by our technicians, please note any returned product that is not accompanied by an official returns note will result in your product` not being credited or replaced. Further details of our policy and FAQ's are below.

REQUEST RETURN ONLINE WITHIN 30 DAYS 

Complete returns authorisation form below or notify us of problem


AWAIT RETURN AUTHORISATION

We will send you a returns authorisation send with goods


DESPATCH BACK TO US  WITHIN 14 DAYS

Our policy on postage payments can be found below


WE INSPECT, REFUND OR REPLACE

On account or to your original payment method 


NON-RETURNABLE MERCHANDISE


The product categories below are non returnable  unless a defect and/or fault is discovered unless  specifically agreed in a pre-existing contract of supply with stock-holding liability agreement  in place  examples include:

Products which are custom-embellished with a Heat Applied Transfer,  Embroidery,  Sewn on badge, Screen print or other unique customer specified marking or decorative  alteration.

Products which have been sealed for health protection or hygiene reasons (for example certain types of PPE) and which have been opened, or unsealed, after delivery.  

Bespoke special  Made to order products, Eyewear, and other bespoke occupational Health products.

FREQUENTLY ASKED QUESTIONS


Where items are being returned due to incorrect picking, defects or faults we will send you a pre-printed shipping label and instructions on how to return your parcel at our expense, either by arranging a collection online, or dropping at a UPS parcel shop.
Alternatively we will  cover  your costs of return up to £3.50 per parcel should you elect to make your own arrangements.  You are responsible for returns cost for all other reasons.  

If you have not received your parcel, you must let us know within 48 hours of the expected delivery date. Once we know you have not received your item we will investigate the matter fully both internally our with our international courier partner UPS. Unfortunately we cannot investigate non receipt deliveries after this time has elapsed. 

If your items are faulty or damaged on arrival, you have 30 days to inform us.  Items should be returned in their original packaging complete with all accessories and documentation.

Where items are being returned due to incorrect picking, defects or faults we will send you a pre-printed shipping label and instructions on how to return your parcel at our expense, either by arranging a collection online, or dropping at a UPS parcel shop.
Alternatively we will  cover  your costs of return up to £3.50 per parcel should you elect to make your own arrangements.  You are responsible for returns cost for all other reasons.  

Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method We inspect returned items, and if a returned item is found not to be faulty by our technicians, we will return the item to you, in this instance you will be liable for the return carriage.

If any of your purchases develop a defect, and it's more than 30 calendar days since receipt, then provided your item has been used and maintained in accordance with the instructions and not abused then you are entitled to a have the product repaired, should it not be economically viable to repair the product only then it will be replaced or credited should a suitable replacement not be available. You will not be able to access the online returns platform,  for orders where the 30 return window has elapsed. In these instances, we ask that contact our customer services department who will make arrangements for your return. 

The majority of our range is despatched from our two  UK Logics Centres.  On some occasions to expedite you order we may despatch your product direct to you from a third party supplier. This means that your total order may arrives acro        ss number of packages of number of deliveries.

If any items were damaged in transit, but the outer parcel remained secure, we ask that you report it to us within 30 days. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method .

On rare occasions parcels may be damaged once they have left. If you notice any damage when the courier presents your delivery.  if there is any damage to the box at all please sign for as "damaged" and do not accept the delivery.

All parcels damaged in transit must be notified to us by calling our customer services team on 0121 555 1023 or sending an email to customerservices@eurox.co.uk within 48 hours of delivery. Failure to do this may result in the parcel not being replaced. Please ensure you only sign for the number of packages physically received, it is the sole responsibility of you the recipient, to ensure you do not sign for any packages no received.

We understand that the provisions that UPS have in place due to COVID-19 effect your ability to apply this procedure and advise any customers to contact us if you have been left a damaged parcelthat you were unable to refuse.