Delivery & Return

Direct Dispatch

Direct dispatch items are not valid in conjunction with any offers, vouchers or coupons. Customers who purchase products with the option of direct dispatch may be contacted directly by the supplier to confirm delivery details. Direct dispatch items are not bound by our expected delivery timeframes and will have their own delivery timeframes stated on the listings of products that they supply.

Dispatch and Delivery

We advise that we aim to dispatch all orders within two working days of the order being placed. We offer free standard delivery (3 to 5 working days for the first delivery attempt) on all of our items to the majority of UK postcodes.

Surcharges will apply for deliveries to the following areas: Scottish Highlands, Northern Ireland, Isle of Man, Isle of Wight, Channel Islands. Surcharges will also apply for deliveries to the following postcodes: AB, DD, IV, KY, KW, PA, PH, ZE.

We also offer a next working day delivery option, this option comes at an additional cost that is dependent on the item(s) ordered and the delivery address. Next working day delivery orders have to be placed before 13:00 BST to be dispatched out for delivery on the next working day. In most cases, orders placed after the 13:00 BST cut-off point will be dispatched the following working day for delivery the working day after that.

All orders placed before 13:00 BST on a Friday for a next working day delivery are not guaranteed to be out for delivery until the following Monday. Orders placed on a Saturday or a Sunday on a next working day delivery service will be dispatched on the Monday for delivery on the Tuesday.

Please note: Only one delivery attempt will be made per day, even on next day delivery orders. If that delivery attempt fails, redelivery will scheduled for a later date.

Orders are dispatched with a number of couriers based on package size, including Royal Mail, MyHermes, Yodel, UPS, DX NightFreight, Pallex. Where possible, tracking information will be automatically emailed to the email address that you provide once the item has been dispatched from our warehouse.

Large items that are sent on pallets will be sent with Pallex, depending on your location. On our standard free delivery option, the items will be dispatched within two working days of your order being placed. The courier will then contact you on the phone number that you provide when placing your order once the item is received into their local depot, this usually takes place within three days after dispatch. The delivery will be a curbside one-person delivery service only, so the courier may require some assistance. The courier will be unable to deliver the item to the inside of the property. The customer must be present at the time of delivery as a signature is required to confirm that the item is received in good order. The item will be securely packaged on a pallet and shrink-wrapped. The pallet and shrink-wrap will be left at the property and it is the customer’s responsibility to dispose of this.

Please note: Any arranged deliveries that fail due to the above reasons not being met may incur a cancellation or redelivery charge.

If you have any further queries regarding deliveries, please feel free to contact our Customer Service team at customerservices@charlesbentley.com.

Orders to the Channel Islands

We are happy to supply products to the Channel Islands (additional delivery charges will apply) however we are currently unable to amend the checkout to reflect this or to produce a zero-rated invoice. We cannot refund any amount paid shown as VAT on the invoice, the total amount charged for your order will not change.

Returning an Unwanted Item 

At Charles Bentley we want you to be delighted every time you shop with us. Occasionally, though, we know you may want to return items and by law you have the right to cancel the purchase of most items within 14 days without giving any reason. You also have statutory rights where goods are not as described, not fit for purpose of not of satisfactory quality.

As well as your statutory cancellation rights described above, you can return most products purchased from Charles Bentley to us within 60 days of receipt of the products if the products are complete and are in an unused and undamaged condition.

You must arrange for the return of an unwanted product as soon as possible and in any event not later than 60 days of receipt of delivery, unless we agree that you may dispose of the product (in which case you must comply with any disposal instructions). Unless the product is damaged, faulty or not as described, you will be responsible for the cost of returning the product. For certain products we offer a collection service, please contact us for further details about that service. We may charge a fee for this service (the fee will depend on the product(s) returned, but will be stated at the time of the collection being arranged).

You must keep the product you wish to return in your possession and take reasonable care of the product at all times while they are in your possession. This means that you must not use the products (except to the extent reasonably necessary to inspect and examine them). Products must be returned in the same condition as they were received, where possible this includes the original packaging for the item. If the original product packaging is not available, the customer is responsible for sourcing and providing suitable return packaging (i.e. sturdy cardboard box and interior packaging). There will be no reimbursement from Charles Bentley to a customer that has to purchase their own packaging for a return. If a customer provides their own packaging for a returned item and the item is damaged because of the packaging, a full refund for the product will not be issued.

We reserve the right to make a deduction from the amount of any refund for loss in value of the product returned where the product show signs of unreasonable use; for these purposes, unreasonable use includes handling the product beyond what is necessary to establish the nature, characteristics and functioning of the product, in particular, if it goes beyond the sort of handling that might reasonably be allowed in a shop. Where you are in possession of the product (or they have been dispatched to you), we may withhold any refund until we have received the product or you have supplied proof of return for the product.

If a product is returned by a means other than the collection service offered by Charles Bentley, it is advised to use a tracked service that requires a signature upon delivery. Use of a non-tracked, non-signature based service may result in the delay in the conclusion of the return.

Please Note: If you need to return multiple orders, please do not consolidate returns. Return orders individually, using a separate return label for each order.

 

Statutory Rights

Charles Bentley Returns Policy

Period for cancellation

14 days

60 days

Refund of costs of shipping the
item back to us if defective
damaged or incorrect item?

Yes

Yes

Refund of costs of shipping the
item back to us if cancellation?

No

No

Refund of outbound shipping
costs if defective?

Yes

Yes

Refund of outbound
shipping costs if cancelled?

Yes, cheapest method of shipping

Yes, cheapest method of shipping