Dealing with North West Power Washers

This page is intended to outline all of our policies which affect you and all issues which you may have questions about. If you do have a specific question, which is not answered here, please let us know by e-mail: enquiries@northwestpowerwashers.co.uk or telephone 01772 720555

General Information

• North West Power Washers customers who shop online must be 18 years of age or older.

• North West Power Washers reserves the rights to revise prices and details at any time and without notice.

• All items advertised by North West Power Washers are subject to availability and prices can change from those shown due to increase at suppliers. North West Power Washers reserve the right to cancel any order they can not fulfil to the price specified on the website.

• Prices indicated as reductions relate to the list price that the supplier recommends not sale price.

• All design, text and imagery on the North West Power Washers website is the copyright of North West Power Washers. The site may not be altered in any way or republished without the permission of North West Power Washers. Pictures may not always be accurate please read descriptions or call if unsure if parts/ accessories are suitable for your machine.

• North West Power Washers reserves the right to:

(i)Alter these Terms and Conditions upon giving you advance notice.

(ii)Decline service to any individual.

Some prices show RRP not sale price

SAFETY DISCLAIMER

For your own safety, we recommend that you read carefully the safety instructions printed on all packaging plus any safety leaflets that are provided with your delivered items before you carry out any projects.

Safety instructions, labelling and packaging are the responsibility of the proprietary brand owner. Except in the case of death or personal injury, North West Power Washers is not responsible for any inaccuracies contained therein or any damage resulting from the misuse of such items. Notwithstanding this, North West Power Washers will deal with all customer complaints in good faith.

We recommend that you check carefully all proprietary brand item labels and packaging to ensure that the item delivered is as described in your order to us

Your statutory rights are not affected.

If you are printing any plug wiring diagrams on a black and white printer, we recommend that you do the following as a minimum:

a) Make a careful note of the diagram on the screen, including the colour of each wire and its position within the plug.

b) Follow any wiring or safety instructions given with the equipment to be wired.

c) If in any doubt whatsoever, consult a qualified electrician.

• If you require any further assistance please e-mail.

Delivery within the UK

All orders are dispatched as soon as possible after receipt but delivery times depend on the brand of equipment purchased.  If in the event of a substantial delay, we will advise you by email. If you require orders urgently please call to see if parts are in stock before ordering as stock online is not always a live quantity. Even though it shows in stock on the website, this is not always the case as some items are specially ordered in or been used within our workshop. It can take up to 15 days for your order to be completed. If multiple parts have been ordered all parts will be shipped together unless stated otherwise.  Any parts specially ordered in will incur a re stocking cost of 10% of the part price. Some boxes may be cut down to size for cheaper postage costs. Our orders will be delivered by courier or Royal Mail depending on size and weight.

Any orders sent back/lost  through incorrect details/information given by the customer  will not be refunded by  North West Power Washers. If we receive the part back the cost of the part will be refunded unless we have been charged to receive the part back, this cost will be taken off the cost of the part.

Orders may be sent in original boxes or packaging without additional packaging or be sent in different boxes to help reduce waste and cost.

Payment Methods

We accept most major credit and debit cards. We accept Visa, MasterCard, Maestro and Delta Cards, American Express.

Privacy

In order to offer you an efficient service, we need to collect some information from you. We need your name and address to know where to send your order. The telephone number and email address is to enable us to contact you should there be a problem with your order.

The information that you enter is held only to allow us to complete orders and arrange payments on your instructions. We do not give, hire or sell information to third parties. All details kept by North West Power Washers Ltd are kept on our computer system and any paper copies will be kept in a locked building. If there is a breach of data we will inform you as soon as possible after the breach is found

Customer information is collected lawfully and in accordance with the Data Protection Act.

If you have any questions, please contact enquiries@northwestpowerwashers.co.uk

Cookies

Our site uses cookies to keep track of the items that you choose to buy.

If you would prefer not to use cookies, you can disable them from within your browser. The product catalogue system will continue to work, however, if you wish to order anything using the online shopping basket, then you will need to re-enable cookies in your browser. If you do not wish to do this, please telephone us, and you can place your order over the telephone by using Sagepay telephone payment service. We do not have card reader facilities.

Overseas (non UK) customers

We are a UK based company.

All items on our site are priced in Pounds Sterling and you will be billed in Pounds Sterling. This means that the amount that you actually pay will vary depending upon the exchange rate at the time that your transaction is processed. From 01.01.2021 all Non UK customers will be subject to their countries import tax, VAT and any charges relating to the country the items are being shipped to. This will be the responsibility of the customer not North West Power Washers Ltd. Parts that are returned from non payment of customs or refusal to collect, North West Power Washers Ltd will only refund the cost of the part purchased not the shipping cost.

Any orders sent back/lost  through incorrect details/information given by the customer  will not be refunded by  North West Power Washers. If we receive the part back the cost of the part will be refunded unless we have been charged to receive the part back, this cost will be taken off the cost of the part.

Orders may be sent in original boxes or packaging without additional packaging or be sent in different boxes to help reduce waste and cost.

Delivery Charges

All orders will incur delivery charges depending on weight of items ordered unless specified. It will be the discretion of North West Power Washers which couriers  will be used depending on the shipping cost charged at the time of  transaction. If the wrong country is entered at checkout and the shipping cost doesn’t cover the charges incurred by North West Power Washers we reserve the right to cancel the order and issue a refund. Since Brexit we are having problems with some EU countries and the shipping cost has been increased to use reputable couriers that process parts through customs efficiently.

Any orders sent back/lost  through incorrect details/information given by the customer  will not be refunded by  North West Power Washers. If we receive the part back the cost of the part will be refunded unless we have been charged to receive the part back, this cost will be taken off the cost of the part.

Tax

Our prices include VAT (where applicable). All goods will be subject to VAT.

From 01.01.2021 all Non UK customers will be subject to their countries VAT and import tax (this varies for each country). This will be the responsibility of the customer not North West Power Washers Ltd

 

Complaints

We believe that the goods that we offer are of good quality and make every attempt to offer the most efficient service we can. However, should our goods or services not live up to your expectations then please contact us either by:

email: enquiries@northwestpowerwashers.co.uk (this is probably the quickest method).

Phone: 01772 720555

Or by writing to:

The Customer Service Manager, North West Power Washers, Haydock Farm, Tyneham Way, Cottam, Preston, Lancashire, PR4 0PJ

All complaints will be acknowledged within 5 working days. Complaints are usually resolved within 2 weeks, although customers will be informed throughout the process.

If your goods have been damaged in transit please retain the packaging and inform us within 3 days of receipt of goods giving as much information as possible. We will then contact you to discuss a replacement item or a refund and what we would like you to do with the damaged item. This policy does not affect your statutory rights as a consumer.

We endeavour to respond to complaints within five working days.

Returns Policy

At North West Power Washers, we’ve tried to make our return procedure as simple as possible. To return or exchange an item you may do so within 14 days of the dispatch date. The product must be returned to us with all product packaging, information sheets, instructions etc.

All returned goods, are thoroughly checked before a refund is issued.  Goods sent straight from the suppliers or not in a resalable condition may incur a 25% restocking fee or not be eligible for a refund.  Refunds tend to take up to 7 working days to appear on your for-used payment card, however this may be slightly longer during the Christmas period.

To return an item to us, please email enquiries@northwestpowerwashers.co.uk for instructions.

Please note: we do not refund delivery for unwanted products and the cost of delivery will be deducted from your refund.

Returned items whether faulty or defective should be sent by recorded or special delivery as Northwest power washers cannot be held responsible for any items lost in transit. Returning any goods is the responsibility of the purchaser and should be wrapped securely to prevent damage.

Returns outside the UK aren’t accepted, any damaged products will require a picture of the new faulty part and the old faulty part, customs charges cannot be refunded as we can only refund the amount the customer has paid, our system won’t let us pay more than is processed in the original transaction. If possible a replacement will be sent

Any industrial MH machines bought outside of the North West of England will only be covered on warranty for parts and not labour.

Damaged, Faulty and  Wrong Goods

On delivery of your goods we advise that they should be checked immediately for damage, correct part or malfunction. In the unfortunate event that an item does arrive faulty or damaged, you must inform us within 3 days of receiving the goods.

If the goods are faulty then North West Power Washers will be responsible to reimburse you for the full cost of the goods together with delivery and return costs. When returning items you will be responsible for them until they reach us. For your own protection, we suggest you use a secure delivery method that requests a signature upon delivery when returning items. This policy does not affect your statutory rights as a consumer.

If you do find that an item is faulty or damaged, please contact us, We will either offer you a full refund for the order (this includes the original delivery cost) or exchange the items.

Returns outside the UK aren’t accepted, any damaged products will require a picture of the new faulty part and the old faulty part, customs charges cannot be refunded as we can only refund the amount the customer has paid, our system won’t let us pay more than is processed in the original transaction. If possible a replacement will be sent

We do not refund or replace damaged boxes or packaging.

Please note: if you return faulty or damaged items, we will happily refund you the cost of delivery. If you do have questions regarding our return policy or procedure, please do not hesitate to contact us: enquiries@northwestpowerwashers.co.uk

Any machines left for repair in our workshop will only be kept for 6 months and will then be discarded of as deemed appropriate. Any machines we deem unrepairable will be scraped after this time. There may also be a storage charge of £25 a month for uncollected machines after 4 weeks of us contacting you for collection.

 

Any industrial MH machines bought outside of the North West of England will only be covered on warranty for parts and not labour.

 

Delivery Times

Most of our products are supplied direct from stock and will be delivered by an appointed courier and  Royal Mail post. North West Power Washers aim to achieve dispatch of 98% of its parcels in the United Kingdom within 3 working days.

From experience, we do realise that couriers come under immense pressure in the build up to Christmas, especially in the London area, and from time to time there are unavoidable delays. Usually, this only means a further day and in the worst scenario, three days. It is worth remembering this problem, if you are trying to order a product to be delivered to you by a certain date in the run up to Christmas. We will make every effort to deliver orders within the delivery option requested at the time that the order was placed. However, we cannot guarantee this and we will not accept responsibility if your order is delivered outside this time.

North West Power Washers do not guarantee next day delivery with any of our courier services.

All goods ordered should be delivered within 3-10 working days of the order being dispatched. Overseas orders may take longer. If overseas we can not issue a refund or resend parts until it has been 25 days from sending. If we cannot deliver within this time, North West Power Washers will inform you and arrange another time for delivery. If another time cannot be agreed North West Power Washers will offer you a refund.

Backorder usually means we don’t have the parts in stock and will be specially ordered in. Please allow 5-10 working days. All goods will be shipped together if part of an order is in stock and part back ordered.

We always send you an email to the address that you submitted during the order process to inform you of the completion  of your goods. Completion means it has been completed and ready for dispatch within 24 hours, 48 on a weekend.

If goods are being sent by Royal Mail North West Power Washers will only retain a proof of postage, if your item has not been received within 14 working days of us notifying you of its completion then you must contact North West Power Washers by e-mail or phone within 28 days of completion. After this you need to contact the courier or Royal Mail direct.

If you choose to  leave your package in a safe place, the responsibility of the package is the customers if the package goes missing. North West Power Washers will not be responsible for any loses in this instance.

Security

Our site uses the Opayo (formerly Sagepay) online payment gateway to securely process all card payments. Credit card details are captured securely by Opayo and passed to the card issuer who authorises or declines the transaction. Sage Pay makes use of the Verified by Visa or MasterCard Secure Code 3D Secure systems to ensure the highest level of security for the transaction.

No credit card details are stored within our on-line system.

Please note these terms and conditions may be updated at any date.