Universal Hardware Direct Ltd Architectural Ironmongery

About Us

Universal Hardware Direct UK Ltd is a specialist supplier of value added Architectural Ironmongery, Hardware, Escape Hardware and Safety Equipment and Signs. We offer one of the largest selections of Architectural Ironmongery available on the internet. We place a strong emphasis of serving individuals, contract, trade and retail customers - which include building contractors/developers, architects, trades people and civic and health authorities.

Conditions Relating to the Sale of Products to You
This section deals with conditions relating to the sale of products on the Internet by Universal Hardware Direct UK Ltd to you.

1. Product Purchase
When you place an order via our web site to purchase a product from Universal Hardware Direct UK Ltd, we will send you an e-mail confirming receipt of your order and containing the details of your order. Your order represents an offer to us to purchase a product which is accepted by us when we send e-mail confirmation to you of receipt of your order.

2. Product Payment
We can accept payment by most of the major credit/debit cards: Master Card, Visa, American Express, Switch, Diners Club, Delta (regretfully we are unable to accept Electron cards which can not be used for online sales). Cheques are accepted subject to clearance and should be made payable to Universal Hardware Direct UK Ltd. We operate net monthly credit accounts for Public Authorities, Government Bodies, Schools and Companies subject to status and approval procedure. Receipts are normally sent by email and VAT invoices are usually enclosed with your delivery. Alternatively, if requested, invoices may be posted to the billing address.

3. Pricing and Availability
We will advise product availability for products sold by us on the Web site. Beyond what we say, we cannot be more specific about availability; however we aim to deliver within 3 - 5 working days of order and payment. Please note that dispatch estimates are just that. They are not guaranteed dispatch times and should not be relied upon as such. As we process your order, we will inform you by e-mail if any products you order turn out to be unavailable.

UK VAT of 17.5% is included in all orders from within the UK or the European Union. All other orders are free of VAT. If you are ordering from outside these areas, please ensure that you inform us of such.

4. Cancellation, Returns or Complaints
If goods are delivered faulty or damaged please contact us within 7 working days of receipt. If we are unable to resolve the problem or to provide replacement products, we will arrange collection of the goods or request that you return the goods (please forward a receipt). A full refund will be given upon receipt of the item(s) including any carriage costs. This does not affect your statutory rights as a consumer.

You may cancel your order for any reason up to 7 days from the day you receive the goods (cooling off period), this does not apply to business to business sales. To do this, please contact us first specifying the order number of the goods you wish to cancel. If you do this we will ask you to pay the cost of safely returning the goods to us but, apart from this, the whole of your money will be returned within 30 days of cancellation of order and receipt of goods.

Unwanted Goods ordered by the Customer, except Special Orders ("Special Orders" means items made or finished to customer specifications including all Frank Allart and Samuel Heath products), and delivered by the Home, may be returned at the discretion of the Home and will be subject to a 25% re-stocking and administration fee. Customer must follow Home's returns procedure. Goods must be returned in new and unused condition in its original packaging capable of being resold.

Goods must be returned to us in new and unused condition (including all packaging), capable of being resold and must be taken care of whilst in your possession. We ask that any goods that are in sealed packaging and are clearly visible without the need to open the packaging remain unopened. If any of these conditions are not met, you will be charged to cover the loss in value to the goods. We ask that you return unwanted goods to us so that they are received back by Universal Hardware Direct UK Limited within 7 days of the cancellation of your order. You are responsible for the cost of returning any unwanted goods to us and necessary insurance. Delivery charges are non-refundable if you decide to return the goods (this does not apply to faulty goods or any goods received incorrectly).

Any unwanted goods being returned to us must be properly packed and addressed, with adequate postage and sent with a reputable carrier. We recommend sending goods back using recorded/registered delivery with insurance from Royal Mail.

Cancellation of orders must be notified in writing and must be accepted by the Company. Special Orders cannot be cancelled. Cancellation after dispatch cannot be accepted. Cancellation of orders, prior to dispatch but after processing of order will be subject to a 25% administration and cancellation fee

The right to cancel your order does not apply where goods have been made to your own specification or clearly personalised in some way.

For all complaints, mistakes and any suggestions for improvement to our service please contact us. We treat all complaints confidentially and will respond to an email or letter within 2 working days of receipt. We have strict internal procedures for dealing with complaints or mistakes and endeavour to resolve them within 5 working days. You will be kept informed throughout the process and your complaint will be treated fairly and with respect.

5. Delivery
UK Mainland - delivery charges vary dependent upon size of order and delivery address. Our standard delivery charges are:

Private Address: £9.40 carriage charge (Inclusive of VAT)

Business Address: £8.25 carriage charge (Inclusive of VAT)

Carriage charge will be confirmed at the time of placing the order. At our discretion, we may charge less than our standard carriage charge for small items and orders.

We aim to offer a 3 - 5 working, weekday delivery on orders placed. For exceptionally heavy weights we reserve the right to advise an alternative carriage charge for your approval. If immediate delivery is not available on a particular item you will be informed, and with your agreement, an alternative time for delivery will be arranged.

We cannot be held responsible for goods that do not arrive with the customer due to errors made by the customer in entering delivery details. Please ensure that all details are checked and verified before confirming your order.

A re-delivery charge may be levied if the customer is unable to accept delivery during normal business hours.A re-delivery charge will be made to deliver again at twice the original delivery cost, as we are charged for the return and re-delivery of all parcels. We cannot be held responsible for delivery delays made by causes beyond our control.

Deliveries are usually made by Royal Mail, Omega, DHL or a reputable courier Home and signed for. We are unable to provide instructions to delivery staff with regards to leaving items other than at the agreed address.

Overseas - Orders from overseas are welcome and delivery charges will be advised by email for your approval before an order is processed. Alternatively we are happy for you to arrange collection.

When ordering goods from Universal Hardware Direct UK Ltd for delivery overseas you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from Universal Hardware Direct UK Ltd, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. Your privacy is important to us and we know that you care about how information about your order is used and shared. We would like our international customers and customers dispatching products internationally to be aware that cross-border deliveries are subject to opening and inspection by customs authorities.

6. Privacy
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for two reasons: firstly, to process your order and secondly, to provide you with the best possible service. We do NOT pass your information to any third parties. The type of information we will collect about you includes: your name, billing address, shipping address, telephone number, email address and credit/debit card details. We will never collect sensitive information about you without your explicit consent. The personal information which we hold will be held securely.

Contact Details
Our registered name and address is as follows:

Universal Hardware Direct UK Limited
Unit 202 Kingspark Business Centre
152-178 Kingston Road
New Malden
Surrey, KT3 3ST
Telephone: 0845 838 5281 Facsimile: 020 8605 1088
Email: info@hardwaredirectuk.co.uk
Website: www.hardwaredirectuk.co.uk
Comp Reg 4582225
VAT 818 0329 39

Business Hours
Monday to Friday 9:00am - 4:45pm (Excluding Holidays)

All original content on this site is the property of Universal Hardware Direct UK Ltd and as such may not be reproduced in part or in whole without prior written consent. Universal Hardware Direct UK Ltd acknowledges the intellectual property rights of suppliers and manufacturers featured on our web site.

All pictures on our website are the best indication we can give of the original item and are for illustration purposes only. From time to time the manufacturer may make small changes to the design of a product. Due to this, the item/items you receive may have small differences to the picture displayed on the website. The colour of goods may vary slightly from that shown on the website due to limitations of browser software and monitors.

We work hard to ensure that technical specification information is correct. Generally all sizes are approximate. In the unlikely event, we cannot be held responsible for any inaccuracies at any time. Please ensure that you refresh your browser when viewing any pages on our web site to see the current prices and goods available.

All products are subject to stock availability at the time of ordering. While every effort will be made to ensure that all items shown are in stock we offer no guarantee of availability and this electronic publication does not constitute an offer for sale.

Indemnity. You agree to indemnify us against any consequential losses, claims, losses, liabilities, damages and expenses (including legal fees) in using this web site.

Universal Hardware Direct UK Ltd reserves the right to amend any or all of the terms and conditions without prior notice. None of the above Terms and Conditions affects your statutory consumer rights.

Home information. Universal Hardware Direct UK Ltd is a Home incorporated in England and Wales and registered under Home number 4582225
VAT Registration Number: 818 0329 39

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