COLLECTION ONLY
The Click & Collect service is for collection of pre-paid orders only. Sorry, but there are no showroom or display facilities, we cannot accept payments at the warehouse, we cannot open sealed boxes to demonstrate any items, and there are no technical staff available to provide product setup or training services. The service is only to pickup an order.

Please call our Sales or Customer Service teams on 020 8936 7000 if you require product information prior to purchase or after-sales support, or wish to purchase programming, setup or training services and we will be happy to assist.

COLLECTION TIME SLOTS
Orders can usually be ready for collection as soon as 15 minutes of payment confirmation, during our normal opening hours, and subject to the pre-agreed collection appointment time. However, it can sometimes take longer so we advise you not to make any journey until you have actually received your 4-digit Order Collection Reference by text or email.

Collection can be arranged within a mutually agreed 2-hour time window, Monday-Saturday 10am-4pm. If you are running a few minutes late, just call to let us know or to re-schedule for the following working day. The NW London warehouse is closed on English bank holidays and between 23rd December to 2nd January. We may also be closed on additional days either for stock taking or due to staff absence - collection appointments will not be available on those dates.

 

WHAT CAN BE COLLECTED?
Same-day collection is for consumables and equipment-only orders, only of selected items that are marked as 'Click & Collect' products on our website. Other products are despatched by courier from our other warehouse locations and 3rd-party warehouses, so may not be collected from NW London.

If you purchase the optional Programming Service with a cash register, labelling scale or pos system or loading of additional currencies on banknote equipment then this additional work will typically take 2-5 additional working days to schedule and complete once we receive your programming details. Programming Details should be sent by email in reply to the form we email you. Once the work is done and tested, we will text/email you once the equipment is ready for collection. An Express 1-Day Programming Service is available for additional charge - contact us with your requirements for a price quote.

For those products marked available for Click & Collect on our website, this may only refer to the standard specification. If you choose any additional accessories or variation to the standard product model (eg. a Scoop for a scale, or a different interface for a Printer), that item may not be available for Click & Collect in NW London - we therefore advise you to always call us first with the required product details, quantity, and details of any accessories and product options.

UNPAID ORDERS & UNCOLLECTED ORDERS
Click & Collect orders which are not paid within 48 hours of stock reservation will automatically be cancelled and the items released back to stock. Paid collection orders (except for Special Item orders or Bulk Quantity orders) not collected within 14 days will be cancelled and refunded, less our handling charge.


Covid-19 Safety:
Only one person will be allowed into the premises at a time, and will need to adhere to our 1-metre+ distancing rules and hand sanitization requirements. A face-covering must be worn, which we may ask you to lower momentarily if we need to check your Photo ID for card payment verification.

Please do not attend if you, or anyone in your household or workplace, have been diagnosed or you have Corona-virus symptoms (continuous cough, high temperature, loss of smell/taste) or if you refuse to adhere to our staff and visitor safety rules.

MINIMUM ORDER VALUE
A minimum net goods value of £25 applies for Click & Collect orders. The minimum charge is the product cost only, excluding vat and delivery/handling fee.

For some low-value products such as till rolls and ink ribbons, you may need to purchase multiple / additional items if you wish to use Click & Collect.

PAYMENT & VERIFICATION
Click & Collect orders must be pre-paid, either by Credit/Debit Card or Online Banking, before we can confirm the provisional collection appointment.

If you paid by Credit/Debit card and the order is over £50: then the cardholder will need to attend with (1) the payment card, (2) a Photo ID - current passport or driving license, and (3) a current Utility Bill / Bank Statement with the card billing address. All documents must be original, we do not accept copies or screen displayed documents. Otherwise please pay by Online Banking.

If we are unable to verify your card and business details then Click & Collect orders may only be paid by Online Banking / BACS / CHAPS and payment will need to be received before goods can be released. We reserve the right to cancel and refund an order if our payment verification checks cannot be succesfully completed.

A VAT Invoice/Receipt will be issued at the time of collection.

RETURNS & EXCHANGE POLICY

1. Goods can be accepted for return or exchange if they are unopened and unused on the following strict conditions:

(a) the return or exchange is requested in writing (email us) within 2 working days of collection, and
(b) a Returns Number and Returns Address is issued by us in writing, and
(c) the item/s are returned unopened and unused, with all packaging, accessories, cables and documentation unmarked and intact, in a full price resellable condition, and
(d) received within 7 days of the Returns Number being issued, and
(e) returned to the designated NW London returns address during our normal opening hours.

Note: Special Order items, Banknote Counting Machines and multiple quantity orders (in full or in part) cannot be returned or exchanged.

2. Where a returned item is inspected and found to have been opened, used, damaged, has missing components, missing consumables or missing packaging then the return/exchange will be refused and we will ask you to re-collect the item or pay the delivery fee to your address. Items not collected will be stored on your behalf for a maximum of 28 days.

3. Where we accept an item for return and refund following succesful inspection, the original Delivery (Handling) Charge will be deducted from the refund amount and the balance refunded within 28 days with the original payment method used for purchase.

4. Goods are not sold on a trial basis. You should satisfy yourself prior to purchase that the product is suitable for your requirements, whether related to size, material, features and other specification details. We do not accept goods for return or exchange once they have been opened and used.

5. In the unlikely event a collected product is found to be damaged or has missing items and this is reported to us immediately and confirmed in writing (email us) within 2 working days of collection, then we will promptly replace it with a new product once it is returned to us with all original packaging, accessories, documentation, cables and consumables that were in the box.

6. All products are provided with a minimum 1 Year Manufacturers Warranty. Any product fault reported during the manufacturer's Warranty Period will be resolved either by repair or replacement, decided at our sole discretion. There is no entitlement to a refund.

Some products have a longer warranty period, please check the Product Profile page on our website for specific details.

7. Where a product has been subjected to physical damage, liquid damage or unauthorised tampering then it will be excluded from warranty and any repair will be chargeable. With software products, the software is warrantied to perform substantially in accordance with the manufacturers specification, and any minor bugs are to be expected as with all software.

8. Unless on initial set up and reported within 2 working days of collection, consumables such as light/UV bulbs, ink ribbons/cartridges and similar items are excluded from the Warranty.

9. We only supply products for commercial-use to businesses and organisations, we do not supply goods for personal use to individual consumers.

See our Terms page for full terms and conditions.

 

ONLINE ORDERS
If you order online without first telephoning us (or talking on our Live Online Chat) to reserve stock for Click & Collect, then you will not be able to collect. Your order will automatically be despatched by courier to your delivery address within the stated timescale. The same applies if you order items that are not marked on our website as Click & Collect items.

If you order mixed items that are Click & Collect and not Click & Collect, then as long as you contact us to reserve stock before completing your order online, then you will be able to collect the former items and the latter will be despatched to you separately.

TECHNICAL HELP
If you require any technical assistance with your product please call our Customer Service team on 020 8936 7000 or Email Us and we will be happy to assist.

Note: some products (such as Cash Registers, POS systems and high-end Labelling Scales) require payment for add-on services such as Programming, Training and/or Technical Support and you will have had the option for that at the time of purchase, or you can purchase these extra services afterwards.