Shipping policy

SHIPPING

Delivery/shipping means delivery by the company or any haulier employed by the company directly or indirectly.

The customer understands that the company may elect to supply goods via a third party supplier. In these instances the substituted goods will always be of at least equal quality to those supplied and produced by Dandy's.

 

The company will make every effort to deliver products ordered on the requested date, but, if for any reason the company is unable to deliver then no liability will fall to the company; whether in damages or otherwise, for delay of whole or any part of the goods ordered arising from any cause whatsoever.

Delivery by the company shall be conditional upon access free from encumbrances and good roads being available to the company’s vehicles to the point of delivery.

The company will not accept any liability for damages to property caused during delivery whereby the customer has instructed drivers or have made requests for goods to be placed anywhere other than on the kerbside.

In cases of damage caused by a third party employed by Dandy’s, the Customer will be given contact and insurance details of the third party in order to make any claims for damages or insurance claims direct with the supplier.

The customer understands that the company can only guarantee a kerb or road side delivery and that ultimately they are happy for goods to be left in this manner.

Customers should be aware that in some parts of the UK it is necessary to obtain a permit to have goods delivered to the kerb or road side.

If the customer requests delivery to somewhere other than the kerb or road side then they must be aware that this may not be possible and that they must take a kerb or road side delivery in the face of this.

If delivery to specified point is achievable then the customer must ensure that any access routes or end points the delivery vehicle must travel on can withstand the weight of a vehicle which weighs 18 tonnes or more.

Products are usually delivered on a vehicle with a gross vehicle weight of 32 tonnes or more - depending on the load size and the product. It is therefore the customer’s responsibility to find a suitable delivery point for products to be tipped off a vehicle in this instance.

Delivery vehicles DO NOT drive across fields or unmade roads.

If the customer wishes to have a delivery across a field then they will become liable for any damages made to the vehicle. If vehicles become stuck when crossing fields etc. under the customer’s instruction then the customer must arrange to have the vehicle towed out, at their cost, immediately.

The cost of a vehicle being held up in this or a similar manner will be charged to the customer at a rate of £40 + VAT per hour.

If a customer insists on any vehicle to leave the public highway and enter their property or premises of delivery then the customer accepts liability for any damages caused to the property, vehicle or other.

If the company or its agent cannot gain access to the delivery address then additional costs may be incurred and shall ultimately fall to the customer.

Deliveries are made using large vehicles and it is the customer's responsibility to inform the company if there may be an access problem. The company will confirm the outcome by e-mail.

In such cases that delivery, in the opinion of the company is not possible, then the company reserves the right to cancel the order.

Delivery vehicles generally use tail lift offloading (for bulk bags or small bags) or tipping mechanism (in the case of loose loads). Occasionally deliveries are made by hiab crane or fork lift truck though this is not a guaranteed service and should not be expected.

The delivery vehicle must be able to park in an area where the delivery is to be made; they cannot park in any red zones or on restricted parking. The customer understands that parked cars and vehicles may have to be moved in light of this.

In the case of our tail lift (kerb or road side) offloading vehicle a pallet truck is then used to manoeuvre the items off the tail lift to the kerbside delivery point.

The customer understands that, as kerb or road side deliveries are made using a manually manoeuvred pump truck, it is not possible to leave goods on uneven surfaces such as gravel, grass or on hills or slopes of any kind.

It is also not possible to lift goods over any walls, fences, hedges etc. Crane offload is available in limited parts of Chester and North Wales only.

It is essential that the customer, or somebody appointed by the customer, be at the delivery point to accept the delivery, check the goods and sign for the delivery.

The company reserves the right to cancel or hold any orders that the company deems may suffer from potential delivery problems and the customer understands that delivery dates may be delayed in these instances.

If products are out of stock then the company also reserve the right to cancel or hold delivery of orders in this situation.

If delivery is attempted and deemed not possible due to lack of information provided by customer, or customer’s failure to read or consider delivery information and restrictions then the customer will become liable for re-delivery charges and/or re-routing costs.  If a delivery of turf is attempted and deemed not possible for the above reasons and needs to be return to our head office the whole cost of the turf will be lost as it is a living product and therefore will die and can not be put back into stock.

CANCELLATION OF SHIPPED ITEMS

If an order is placed and then cancelled after products have already been dispatched then a refund will be given for Goods only and not shipping costs already incurred.

If the customer wishes to cancel a bulk order (deliveries made loose, by tipper vehicle) after the delivery vehicle has left the premises on route to the delivery point; a refund will be credited less wasted journey charges of £80 + vat per hour travelled to point of cancellation.
If an order of turf is cancelled and needs to be return to our head office the whole cost of the turf will be lost as it is a living product and therefore will die and can not be put back into stock.
If the customer wishes to cancel an order after the delivery has already been made it will be the customer's own responsibility to return the goods to Dandy’s (Chester) Ltd premises in Chester, Flintshire.

If the customer wishes to cancel an order after goods have been delivered then they may do so within fourteen working days or delivery. Goods must be returned, at customers cost, to Dandy’s (Chester) Limited.

In this instance, once goods have been received by Dandy’s the customer will be issued a refund of original costs paid for Goods only and not shipping costs.