TERMS AND CONDITIONS
SECURE PAYMENT TRANSACTIONS
You can buy with confidence from Gates Railings Direct.
When you place your order via our website you will be transferred to Barclaycard where your card details will be processed securely. All transactions are encrypted.
For reassurance, look out for the golden padlock at the top of the payment screen.
We use selected courier companies to deliver our products. Some of our ironworks are delivered by our staff using our own company vehicle. Typically this is for larger orders in the London and South East areas and sometimes other areas en route. We deliver our products to UK Mainland addresses with the following exception:
These items are available to order from a company called Mower Magic in Lincolnshire. They are the only retailer to whom supply our tin baths and they provide a mail order service. Please see our Tin Baths page for details of how to order.
Our couriers are third party companies and they impose surcharges for delivery to the postcodes listed below. We have no control over their rates or their geographical boundaries. We pass these surcharges on to our customers at cost, we do not make any profit on them. We strongly advise that you contact us for a delivery quote before placing your order.
Isle of Wight
PO31 – PO41
TR21 – TR25
AB 1- 9/13-14/21-23/30-39/41-45/51-56
IV1 – IV56
FK19 – FK21
KA27 – KA28
KW1 – KW14
PA20 – PA39
PH11 – PH40
Offshore Scottish Islands
Isle of Man
Orkney & Shetland Isles
HS1 – HS9
KW15 – KW17
PH41 – PH44
ZE1 – ZE3
CONFIRMING YOUR ORDER FOR IRONWORKS
All of our ironworks are bespoke items that are made to order. Please see our section below ‘Order Cancellation’. Our ordering process has been designed to ensure that your order is correct and cancellation can be avoided. Our process is as follows:
We will email an itemised quotation to you which sets out the style, finish, sizes, product prices, delivery cost and lead times of the products you have enquired about. If you wish to place an order based on this quotation we require payment in full at the outset.
Paying For Your Order
Payment is required in full to secure your order. Due to the increasing cost of processing card payments we are moving towards a payment by BACS arrangement. Our bank details can be found at the bottom of your quotation. If you prefer to pay by card we can accept most major debit and credit cards, but we are unable to process payments via American Express. We take your card details over the phone and process your payment via our secure Barclaycard portal. Once your payment has been authorised (usually this happens instantly) we cross shred your card details before they are burned. This is to ensure the safety and security of your payment card credentials.
Once we have your cleared payment we will send you an email summarising your order to include the amount you have paid, payment method, the style, finish, specifications, sizes and lead times for the products you have ordered. Information about sizes will include the sizes you have ordered and the finished sizes we will manufacture which, for gates and railings, will be slightly smaller in order to accommodate hinges, brackets, ground clearances etc. We automatically deduct allowances for fixings and ground clearance unless you specifically ask us to manufacture the exact sizes you have provided. The allowances we use will be explained in your Order Summary email.
Before we start to manufacture your products we ask you to reply to the Order Summary email described above. You must email us to let us know whether you agree with the order details we have provided. This is the final chance to ensure all details are correct before your order goes into production. If you agree with our Order Summary and subsequently find you have made a mistake such as with sizes, finish, style etc we regret we cannot rectify these or refund monies in any amount.
RECEIVING YOUR GOODS
We strongly advise you not to commit to any installation dates with your builder or trades person until you physically have the goods in your possession. Very occasionally, we experience delays with courier deliveries or galvanizing and/or powder coating lead times, especially during our suppliers’ busy periods. Rest assured we will get your goods to you in the shortest possible time. We will not accept responsibility for costs incurred by customers due to cancellation of trade persons where installation dates have been arranged prior to physically receiving their order.
In the event that you will not be at the delivery address to receive your goods you can request at the time of placing your order that your package be left in a safe area e.g. behind a side gate or with a neighbour. A courier’s calling card will be left to confirm your delivery has been made as per your instructions. Deliveries made in this manner are at your own risk, we cannot accept liability for any goods left thus which are subsequently found to be missing, damaged, or tampered with.
Please notify us at the time of ordering if you think you may not be at home when the delivery arrives and there is no safe place for the goods to be left. Our couriers will leave a calling card if there is no response when they arrive. You will then be able to arrange a more convenient date for delivery. Two further delivery attempts will be made after which your package will be returned, so please ensure someone will be available to receive it if delivery is rearranged. We reserve the right to charge for re-delivery of items which are returned to us because no one was available to sign for the item(s) originally.
For heavier items/bulk orders delivery will be made by our haulage company Beacon Roadways Ltd. We will send you an email to let you know when your order is ready for despatch. Please note that as Beacon Roadways is a carrier company they do not provide tracking details but their driver will call you beforehand to advise a delivery date and time. Please ensure someone is available to receive and sign for the delivery and is contactable on the number you have provided, just in case the driver needs to ask for directions. Beacon Roadways Ltd do not offer a free re-delivery service, so if the driver arrives to find no one is available to sign for the goods they will be returned to depot and you will then be liable to pay for re-arranged delivery.
Although damage in transit rarely occurs we would politely ask that you inspect your goods before signing for them. If you are unable to do so please sign and add wording such as ‘goods received but not inspected’ then contact us immediately in the event that you find your goods are damaged.
You may cancel an order within 14 working days before despatch and we will refund you in full. Please email us to let us know that you wish to cancel and your reasons for doing so.
Once an item has been despatched we will refund the cost of it upon safe return less a handling charge to cover postage, packaging, credit card fees if applicable and re-stocking. You will be responsible for the safe return of the item and return cost. All goods remain the customers responsibility until received by us.
Please note this policy excludes all wrought iron style gates, railings, posts and handrails. These items are bespoke, made to order items and as such are exempt from our order cancellation and refund policy. Refunds will only be made on these items if they are found to be faulty, please see below.
FAULTY ITEMS AND GUARANTEE
We provide a 10 year manufacturer’s guarantee on our wrought iron style products providing they have been used and maintained in accordance with the advice given on our website, see our Specifications page. There is a 12 month warranty on all our other products unless otherwise stated in the product description.
All outdoor wrought iron style products will require maintenance and protective treatments during the guarantee period and beyond. Rust will begin to appear on untreated steel, this is a natural trait of the material that can only be prevented by hot dip galvanizing. Therefore we are unable to refund the cost of wrought iron style products on the basis of rust appearing if they have been supplied to you without a galvanized finish.
We will only refund the cost of the faulty items supplied by us or replace the items. We do not accept liability for any additional costs associated with the installation of the product including late delivery, initial fitting and at any subsequent date, costs associated with repairs, replacement, maintenance, additional treatments and preparations. Items returned that are not faulty will be subject to handling charges. Please report any faulty items immediately to [email protected] stating the nature of the fault, date of purchase and name and address of the purchaser. Please retain the original packaging. We will then advise you of the appropriate action.
We only take information that is necessary to process your order and take payment. We do not store your payment card details once we have taken payment. We do not pass your information on to any third parties, so you can rest assured you will not receive unsolicited mail of any description resulting from your purchase or contact with us.
© Brettell Brothers Ltd (Est 1946) T/A Gates Railings Direct