Delivery & Returns
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Your carriage charge will be calculated at checkout based upon the volumetric weight of your order, and your location. If for any reason your delivery charge cannot be calculated at checkout, you will see a message explaining that our sales team will contact you with a quote. You will be under no obligation to accept this and have the right to cancel your order. Please note: For online orders only, we have subsidised the 25kg UK Mainland FedEx single parcel rate meaning you only pay £7.95+VAT (£9.54) instead of the usual £12.75+VAT (£15.30).
We deliver throughout the UK and overseas using a trusted third-party distribution network. We typically use Royal Mail or FedEx for parcels and TLP Group for pallets. Delivery is to kerbside or letterbox only.
Please allow up to 10 working days for standard delivery. Our Nextday service is suspended due to the impact of COVID-19. Collection from our Stoke-on-Trent warehouse is currently only possible by placing your order by phone +44(0)1782 219816. Although carriers will endeavour to deliver within the agreed timeframe, unexpected delays due to weather conditions, breakdowns, traffic and other factors may cause some disruption to schedules.
We are bound by the terms and conditions of our carriers therefore we cannot pursue a claim if these instructions are not followed:-
Special Delivery Conditions: You must inform us at point of order of any special conditions such as restricted access or opening times, otherwise you will be liable for any consequential costs incurred.
Damage/Missing Items: You must check your delivery carefully before providing a ‘clear’ signature to the driver. Outward signs of damage/disruption to packaging must be noted alongside your signature. You must notify Potclays of damage or missing items within 24 hours of delivery.
Returned Goods (Non-faulty): Subject to our prior consent having been obtained, products can be returned to us in an unused condition within 30 days of invoice date. An administrative charge will be levied of 10% of the nett value plus transport, but subject to a minimum charge of £ 2.00.
Returned Goods (Faulty): If merchandise is returned because of some defect or due to error on our part, full credit/refund will be given. However, customers must contact us in advance so that making methods and user error can be ruled out.