Delivery & Returns Policy

The web department processes orders Monday to Friday between 8.30am and 5pm. On a Saturday, you may call the the trade counter for help with products, or send enquiries about your order to office@maes-group.co.uk between 8:30am and 12pm

Collection via Trade Counter

Once your order has been placed and paid, it will go into a processing state where will pick the order and make it available for collection via our trade counter.
Our aim is to keep products in stock to the best of our ability. Some items may not be in stock.
Once your order is fully available for collection we will contact you by phone (if possible) and also via email.
Items will only be available for collection after this point.

Delivery

Our aim is to despatch goods as quickly as possible.
For items we carry in stock, despatch will be the same day if the order is received before 1pm and you should receive your order either next day or within 2-3 days, depending on where you are based in the UK.
Due to the rarity of specific items, it is possible that some items are not held in stock, we try our upmost to keep the stock levels reflected online. Some items will be custom made as per your specifications. Delivery time for custom made items varies from item to item but you will always find the relevant delivery time stated on each product page applicable, we will advise of any changes of lead time by email and/or writing.
In the unlikely event that your order hasn’t arrived within the period of time as stated at the point of order please contact us and we will investigate immediately.

Back Orders

Back orders will be held until goods are available and then sent on unless we advise to the contrary. Payment will be taken at the time of order. Items on back order will be notified to you by email.

Standard Mainland UK Carriage Charges

Prices are based upon weight and not dimensions.
Small Items ( 0g – 1000g ) £5.25
Medium Items ( 1001g to 20000g) £7.26
Large Items ( 20000g to 30000g) £10.26
We also offer express delivery options, which are available via the checkout pages upon placing your order.

All above prices are subject to VAT at the standard rate.

Free Delivery Available – Mainland UK

Orders above £150 (exc. VAT) automatically receive free standard delivery*
*May not apply to certain items, but you will always find the relevant information stated on each product page applicable.

Scottish Highlands & Islands, Channel Islands

Delivery charges vary to the above, dependent upon weight and actual location. Details will be provided at the checkout pages.

Orders above £208 (exc. VAT) will receive free standard delivery to these locations.

Delivery: Rest of the world

We normally only ship to the UK, we may ship to countries outside the UK. Please contact us if you wish to receive a quote for shipping.

Return of Goods Policy / Refunds – Unwanted Items – UK Policy

Under the Distance Selling Regulations, if you buy online or by phone, you may return or exchange goods within 7 working days of delivery, except for the products listed below:
Made To Order / Specification Items.
All accurately returned products will be credited to the original purchaser’s credit or debit card, excluding delivery costs, within 7 working days.
The product you return must be in a new and unused condition with all the original packaging and product tags still attached. New and unused means that there are no marks on the item and the item shows no sign of usage. We will not accept any item with any indication that it was used (except for warranty claims).
Unless not as described, we cannot refund or exchange made to order products. Please only order if you are sure that the item and variables are right for your needs as you will not be able to change the order after the item has entered production and your specification has been followed.

Return of Goods Policy / Refunds – Damaged/Incorrect Items

Any damaged goods, shortages or incorrect deliveries must be notified to ourselves within 72 hours of receipt. We will then contact you to arrange how you should return the goods for repair/replacement or refund. Where goods are being returned due to the above then we will refund the original carriage cost for the item and where applicable reimburse any reasonable costs incurred for returning it to us.

Return of Goods Policy / Warranty Claims

All items carry a manufacturers warranty. If items develop a fault we must be notified as soon as this becomes apparent, we will require the item to be returned for inspection to confirm a claim for warranty repair/replacement. If item is faulty we will endeavour to repair/replace the item as quickly as possible, we will where applicable reimburse reasonable costs incurred for returning the faulty item to us, and bear the cost of replacement/repair.
International returns (Products sold outside the UK)
We double-check all of our products that are due to be sent round the world to ensure that they are in perfect condition when they leave the warehouse but we are aware that occasionally things can go wrong in transit. We will always stand by our products and if they are faulty we will repair/replace them; however, you must cover the cost of returning the faulty product to us.

Return of Goods Policy / Returns Procedure

Returns can be made through either of these options:
1. Returns via Royal Mail or courier
– You should contact our store to advise of a return for any of the reasons stated above, in advance of returning the goods.
– You should include a full reason for return within your return parcel to us.
– Returns are at customers’ own expenses. To minimise the costs, we advise you use a Second Class service with certificate of posting, or courier service for the larger items, as will be advised on contact with store.
– If your item(s) require collection, for example large or heavy items over 20kg, or if you have any other queries, call us on 01709365032.
2. Returns via trade counter.
Simply take the delivery note or a print-out of your order confirmation and the product(s) you wish to return or exchange to our trade counter, and tell the sales assistant you bought it online. Please note: we will credit the card you used when originally purchasing the item, so please bring it with you.
MAES Ltd, Hope Street, Rotherham, S60 1LH
+44(0)1709 365032; Monday-Friday 8.30am – 5pm, Saturday 8.30am – 12pm
Please see above for full details of our refund policy.

Contact

Maltby Auto Electrical Services Limited. Registered in England no. 942781

Head Office & Trade Counter. Hope Street, Rotherham, S60 1LH

Customer services open: Monday – Friday 08.30 – 17.00, Saturday 08.30 – 12:00

telephone: 01709 365032 email: office@maes-group.co.uk