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Deliveries & Returns

How we take orders, deliver them and handle returns. This page summarises our Terms & Conditions; where anything differs, the full terms apply.

How an order works · 5 steps

From quotation to delivery.

Five steps from your first quotation to a checked delivery.

  1. Quotation

    Every order starts with a quotation for the configured system, normally including shipping.

  2. Order acknowledgement

    Your order is confirmed when we send a written order acknowledgement, which states the delivery terms.

  3. Payment

    Unless credit terms are agreed, payment is due in full against a pro forma invoice before manufacture or despatch.

  4. Despatch

    We ship with UPS and DHL, or on your own carrier account. Delivery dates are estimates and we keep you updated.

  5. Delivery check

    Check the delivery on arrival and report shortages or damage within 24 hours of receipt.

Ordering and payment

  • Every order starts with a quotation, and is confirmed when we send a written order acknowledgement.
  • Unless credit terms have been agreed, payment is due in full against a pro forma invoice before manufacture or despatch. We invoice in pounds sterling unless another currency is agreed.
  • We accept bank transfer, Visa, Mastercard, American Express and PayPal. For bank transfer, we email the account details with your invoice.
  • Once accepted, an order can only be cancelled with our written agreement.

Delivery

  • We ship with UPS and DHL. Shipping is normally included in your quotation, or you can give us your own carrier account.
  • Delivery is Carriage Paid To (CPT) or Ex Works (EXW) under Incoterms 2020, as stated on your order acknowledgement or invoice.
  • Delivery dates are estimates, and we will keep you updated if anything changes.
  • Outside the UK, import duties, taxes and customs clearance are the customer’s responsibility.
  • Please check deliveries on arrival. Report shortages or damage within 24 hours of receipt, and any other problem with the order within five working days.

Returns

  • Systems are built and configured to order, so sales are non-cancellable and non-returnable unless we have agreed a sale-or-return arrangement in writing.
  • An agreed return needs an RMA number from us. It must reach us within 30 days of delivery, complete with all accessories, in its original unmarked packaging inside an outer box. Shipping charges are not refundable.

Warranty and faulty goods

  • Goods are covered against defects in materials and workmanship for 12 months from delivery. Tell us in writing within seven working days of finding a fault.
  • Warranty is return to base. You send the item to us, tracked and suitably packed, and we repair it, replace it or issue a credit.
  • We pay return carriage to UK addresses. Outside the UK, return freight, duties and customs are the customer’s responsibility.
  • If no fault is found, we may charge for inspection and carriage.

Read the full Terms & Conditions.

// Customer Care

Speak to Our Customer Care Team.

Send us your order number and what you need, whether that is a delivery update, a return or a warranty repair, and we will come back to you with the next steps.

Phone · UK +44(0)1785 558 300
Email sales@things-embedded.com