Delivery & Returns

The Delivery and Returns policies should be read in conjunction with our Terms and Conditions of Sale. In the event of a conflict between these policies and our terms and conditions, our terms and conditions will apply.



When will my order be delivered?

We always aim to process and despatch an order on the same day or, at the latest, the day after the order has been placed. Once the order has been collected by the courier it normally takes up to 3 days to deliver it to a UK address. We will send you an e-mail (if an e-mail address has been given) to let you know when your order has been collected and when we expect it to be delivered. On average, more than 97% of our orders arrive on the given date. Some, however, are susceptible to conditions outside of our control and, on the few occasions that this may happen, it is more than likely that it will arrive on the following day. If your order has not arrived on the given date we recommend that you contact our Customer Service Team on 0800 1615 711 to notify us. We will then do our best to locate your order and to rearrange a delivery date convenient to you.

Can you give me an estimated time for delivery?

We use external couriers to deliver our orders and, although we demand that they uphold our own delivery commitments, there are a number of factors that are outside of their control which may have an impact on the actual delivery time. The most significant of these is the driver's own work schedule which frequently needs adapting to accommodate traffic delays and unscheduled route changes. We do, nevertheless, track all of our orders and try to notify our customers if we hear that there may be any delays.

Do you offer a next day delivery service?

All of our UK mainland orders are despatched via the quickest delivery service available and the majority are delivered on the next working day. Some, products, however, have longer lead times and cannot be delivered within this timescale. Please refer to the product page for the actual lead time of a selected product or contact our Customer Sales Team on 0800 1615 711 to confirm a delivery estimate.

How much does delivery cost?

Delivery costs are outlined in the table below.

Order Value (ex VAT) UK Mainland Non Mainland*
£0 - £49 £10.00 £18.00
£50 - £99 £20.00 £36.00
£100 - £199 £30.00 £45.00
£200 - £249 £40.00 £60.00
£250 + FREE £75.00

*Non mainland covers: Northern Ireland, Channel Islands, the Shetland Isles, the Isle of Wight, the Isle of Man and the Irish Republic.

Can you deliver to a non-UK mainland address?

Yes. Our delivery area extends to a number of areas beyond the UK mainland, including Northern Ireland, the Channel Islands, the Shetland Isles, the Isle of Wight, the Isle of Man and the Irish Republic. Delivery prices to any area outside the UK mainland are subject to a surcharge but you will be advised of any applicable surcharge prior to placing your order. (Please see our ‘Delivery table' for further detail)

Can you deliver to an address different from the address on the invoice?

Yes. We can deliver to a different address but we do require a landline number or an e-mail address to confirm and update the delivery details.

Can Bernard's Bins deliver to my home address?

Yes. We deliver a significant amount of our orders to domestic addresses but we usually require a signature to confirm receipt of the order unless you have authorised us to leave it elsewhere.

Are there any delivery restrictions?

  • 1. We can only deliver to the door of the delivery address.
  • 2. We cannot carry orders up stairs or use a lift.
  • 3. We do not deliver to PO boxes.
  • 4. A number of our orders are delivered on a pallet. Please advise us at the time of ordering if a pallet delivery is unsuitable.
  • 5. Pallet deliveries are a ‘kerb side' delivery service only. The driver is not authorised to carry goods up or down steps or through a building. However, the driver can wheel the pallet truck (across a smooth surface) to try to get it as close to the delivery address as possible.
  • 6. The driver will not remove goods from the pallet or take the pallet away.
  • 7. Delivery drivers are not permitted to drive their vehicle off the road.

Subject to the above, our Couriers will make every effort to deliver your order according to your requirements



Post Delivery

A product is missing from my order. What should I do?

If the product has been included on the delivery note - but is missing from the delivery - then please telephone our Customer Services Team (on 0800 1615 711) who will arrange for the immediate despatch of a replacement. Please note that some of our orders are packaged and despatched separately. So if a product is missing from your order - but has not been included on the delivery sheet - it will be included in a separate delivery.

There is some damage to my items. What should I do?

The majority of our products are delivered using external couriers. We constantly monitor these couriers to ensure that they are delivering our orders promptly and carefully but, on occasion, some damage may occur to our products during transit. If you notice any minor damage on receipt of your order then please write a comment describing the damage on the driver's delivery note and contact our Customer Services Team (on 0800 1615 711) to request a replacement. If the package is extensively damaged, then please reject the delivery and contact us to rearrange the replacement of the whole order.



Returns

We are confident that every item you purchase from us will match your expectations. But, if you are not completely satisfied with your order - for whatever reason - you can return it to us. This returns policy does not affect your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 which are explained below.

We simply ask that you follow these guidelines to help us process your return as quickly and efficiently as possible:

  • 1. Please keep your order reference to hand. This confirms your original order and gives us the necessary details to action and authorise the product's return.
  • 2. Contact our Customer Services Team on 0800 1615 711 (or e-mail sales@bernardsbins.com). We will then send you a Return Authorisations Sheet which needs to be attached to the item(s) to be returned.
  • 3. Agree a convenient time for your item(s) to be picked up by one of our couriers.
  • 4. (If the order has been unpacked) re-package it to ensure that it is being returned in its original condition.
  • 5. Obtain a 'Proof of Return' receipt from the Courier.

That's all you need to do. We can take it from there.

Our Returns policy is quite straightforward but there are a number of conditions that we ask our customers to comply with before applying:

  • 1. It is your responsibility to request a return. If you don't tell us you want to make a return, we don't know. Once you do tell us, we will do everything we can to action it.
  • 2. If you have not requested a return within 28 days of receiving an order, we will have assumed that you are intending to keep it and we will not authorise a return.
  • 3. We always refund the payment according to how the original purchase was made and aim to do so within 72hrs of the return being received by us.
  • 4. Returned goods are liable for a 20% handling and repackaging charge if the order is not returned in its original, unopened packaging. This charge will be subject to our inspection of the returned goods.
  • 5. Delivery surcharges (Next Day or Saturday delivery for example) will not be refunded unless the delivered goods are faulty.
  • 6. Replacement products are despatched immediately after the returned goods have been received by Bernard's Bins.
  • 7. Items that develop a fault within six months of delivery are eligible for a replacement or a refund. Delivery costs are also reimbursed for faulty items. Please contact our Customer Services Team on 0800 1615 711 if you believe your item has developed a fault.
  • 8. Custom-designed/made to order products are excluded from our Returns policy. Such products can only be returned in accordance with your legal rights.

Finally, please remember that notifying us of your intention to apply for a return, saving the delivery paperwork and keeping the order in its original packaging will help both you and Bernard's Bins to process the return quickly.

If you have any questions about our Delivery and Returns policies please telephone us on 0800 1615 711 or email us at sales@bernardsbins.com



Right to Cancel under the Consumer Contracts Regulations

Under the terms of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you can exercise your right to cancel your contract with us. (But please note that in many cases our own returns policy may be more applicable or more suitable for your requirements.)

  • You have a right to cancel your contract with us within 14 days without giving any reason.
  • The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and dictated by you acquires, physical possession of the goods.

To exercise your right to cancel, you must inform us - Bernard's Bins, Riga Wharf, Bristol Road, Gloucester, GL2 5DH, email: sales@bernardsbins.com, fax: 0870 1166 066 - of your decision to cancel this contract. You are required to provide a clear statement of your intention to cancel via a letter sent by post, fax or email. This statement must include your name, your address, details of the order you wish to cancel and, where available, your telephone number and email address. You may use the cancellation form at the base of this page but it is not compulsory.

Please note that if you intend to exercise your right of cancellation, you are obliged to retain possession of the goods and to take reasonable care of them.

To meet the cancellation deadline it is only sufficient for you to have sent your communication concerning your right to cancel before the cancellation period has expired.



Effects of Cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery. (Supplementary costs arising from choosing a type of delivery, other than the least expensive type of standard delivery offered by us, will not be reimbursed).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss has been the result of unnecessary handling by you.

We will make the reimbursement without undue delay and not later than –

  • 14 days after the day we receive back from you any goods supplied, or
  • (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
  • if there were no goods supplied, 14 days after the day on which we were informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the cancelled goods without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is considered as having been met if you send back the goods before the period of 14 days expires.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.



Where You Do Not Have a Right to Cancel

Where goods have been made to your specification, have been personalised or which, by reason of their nature cannot be returned, cannot be cancelled under the terms of the Regulations unless the goods are defective.





Cancellation Form

You can use the following form to cancel your order:

To: Bernard's Bins, Riga Wharf, Bristol Road, Gloucester, GL2 5DH, email: sales@bernardsbins.com: fax: 0870 1166 066

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods/ for the supply of the following service,

Ordered on [ ] / received on [ ]: ....................................................................................................

Name of consumer(s): ................................................................................................................

Address of consumer(s): ............................................................................................................

Signed (you are only required to sign if returning by post): ...........................................................

Bernard's Bins

Specification


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