OUR COMPANY
As SUF, our aim is fast becoming one of the UK s largest online DIY stores in eBay.
With every stage of our expansion, we have sought to always uphold a strong reputation and continue to provide our customers with:
Top quality products with best prices and the fastest delivery time.
DELIVERY
All orders are dispatched with various couriers. We use mainly the next day delivery method which promises delivery of a parcel or letter by the end of the next business day, with real-time tracking up to delivery point.
Dispatch time - Same day if ordered before 11pm on weekdays only. Any orders placed after 11pm on Friday will be dispatched on Monday unless it is a bank holiday.
Please be aware while we guarantee that we will dispatch your order, we cannot be held responsible for any delays with the courier.
Important information
We are only able to dispatch your order to the address registered on your PayPal account at the time of payment. Please ensure any address changes are updated prior to ordering.
If you live in any of the following regions, your delivery may have a higher cost: Scottish Highlands, Orkney, Shetland and Western Scottish Islands and Northern Ireland.
We are not able to ship to:
• BFP
• Channel Island
• Republic of Ireland (north Ireland postcodes have to pay on postage on delivery)
• Isle of Man
Please be aware that in certain circumstances Royal Mail is unable to deliver to some postcode areas. In this instance we will cancel and refund your order.
All delivery times are subject to change, especially during peak periods.
RETURNS
SUF RETURNS POLICY
We hope that you will be happy with your SUF purchase. However, if you need to return any item we will happily refund or exchange it, provided it is within 30 days of delivery, in its original packaging and with proof of purchase.
UNWANTED GOODS
If you decide that you do not want any item that we have delivered, we are happy to offer you an exchange or refund within 30 days of delivery. To return an item(s) please notify Customer Services at SUF by email via My eBay. Please share the order number and a reason why you may want to return the product to us. Please allow us up to 2 working days for a response.
Any item must be returned unused in its original packaging and in sellable condition, along with a copy of the invoice (as proof of purchase). Please include a note within the returned package with a reason for return as well as your name and address. You will need to cover the postage cost, however if you are returning a faulty item your postage cost will be refunded once we have received the item back and checked the fault.
Where possible please try and use the original packaging when sending your items back and ensure it is securely packaged as SUF cannot be held responsible for any damage during posting.
Make sure you take your parcel to your local Royal Mail Post Office in enough time for it to get to us within 30 days of you receiving your order. We recommend using a trackable service and obtaining proof of postage. Please keep your proof of postage until we have confirmed your refund has been processed.
PROMOTIONAL ITEMS
When returning items for a refund that were bought online as part of a Buy One, Get One Free offer, Buy One, Get One Half Price offer or 3 for 2 offer, all of the items involved in the offer must be returned.
HOW WILL I KNOW IF YOU HAVE RECEIVED MY RETURN PARCEL?
We strongly recommend that you return your parcel by recorded delivery as this will allow you to track the whereabouts of your parcel online. Once we have received your parcel and processed your items we will send you an email to confirm that it has been returned and the monies credited to your account. Please remember that some banks may take up to 10 days to show the refunded monies in your account. In order for us to deal with your enquiry please contact us within 21 days of return if you have not been refunded your monies.
WHAT IF I THINK YOU HAVE REFUNDED ME THE WRONG AMOUNT?
Regrettably mistakes can happen. If you think you have been refunded the wrong amount please contact Customer Services quoting your order number and the required refund amount. In order for us to deal with your query you must contact us within two weeks of receiving your refund.
FAULTY GOODS
If you purchase a product online which is found to be faulty we will (depending on the item) supply a replacement product or give you a refund of the purchase price as appropriate. If your purchase arrives damaged or faulty, please contact SUF within 7 days of receiving the item. Customer Services at SUF will be happy to support customers in resolving such issues. You may be asked to provide photographic images of the damage or product fault for Customer Services to investigate and resolve. By providing these, Customer Services can suggest the most appropriate resolutions. If asked to return a damaged or faulty item, SUF is responsible for the cost of postage. Customers have 30 days from purchase to return a faulty or damaged item to SUF for an exchange (stock permitting) or refund.
If you return goods claiming they are defective, we will examine the returned goods and will notify you of your refund via e-mail. We will process the refund as soon as possible. If a refund or reimbursement is payable to you, we will transfer the money using the same method originally used by you to pay for your purchase.
Please note, if SUF organise for a courier to collect a faulty / damaged item from your home and they are unable to access the item, a fee of £10.00 will be deducted from the total refund given.
MY ITEM DEVELOPED A FAULT WITHIN 30 DAYS OF DELIVERY
Within 30 days of the receipt of goods you will be offered the choice of a repair, replacement or full refund. If your item develops a fault, please notify Customer Services via My eBay. Once again, Customer Services may ask for photographic images of the damage or fault so that they are able to resolve the issue appropriately.
We will offer either a refund including postage costs, or a replacement product (stock permitting). The refund or replacement will be actioned once the original product has been examined, either by photographic images sent or returned to the SUF team for assessment and verification.
If a product is returned as faulty but not found to have a manufacturing fault or if a fault has developed as a result of misuse, no product or postage costs will be refunded.
CANCELLING ORDERS
Once an order has been placed and paid for, SUF is unable to cancel this. If a product is unwanted, the buyer has 30 days to return this to SUF with the responsibility of postage costs.
CHANGING A DELIVERY ADDRESS
Delivery addresses can only be changed before an item is ordered and paid for. SUF is unable to change the delivery address of an order once it has been placed due to Payment Protection.
UNDELIVERED PRODUCTS
If Royal Mail is not able to deliver an item and a re-delivery has not been booked by the buyer, they will return it to SUF. In these instances, it is the responsibility of the buyer to contact SUF and to pay for the postage of a second delivery to their address.
