Delivery & Returns

Delivery & Returns: Comprehensive Guide for Customers

This detailed guide explains our delivery processes, timelines, and returns policies to ensure seamless order fulfillment and customer satisfaction. Our systems prioritize transparency and efficiency for both individual and trade customers across the UK.

Delivery Information

How is delivery cost calculated?

Delivery charges are dynamically calculated based on the exact weight and dimensions of your order using advanced logistics software. To view precise costs:

  1. Add items to your basket
  2. Scroll to the bottom of the basket page
  3. Enter your delivery postcode
  4. Click Update Estimate for an instant quote
     This system ensures you only pay for the space and weight your order occupies.

What are the dispatch timelines?

  • Orders placed before 11:00 AM: Dispatched the same business day (Monday-Friday)
  • Orders after 11:00 AM: Dispatched the next business day
     Exceptions apply to items marked with an asterisk (*), which ship directly from manufacturers with variable lead times.

What delivery methods are used?

We partner with two primary carriers:

  • Tuffnells: For smaller parcels (typically under 25kg)
  • National pallet carriers: For bulky/heavy items requiring palletized transport
     All pallet deliveries require two people for offloading and tools to cut metal/plastic strapping. Drivers deliver only to the curbside and cannot assist with moving items indoors.

Delivery Timeframes by Product Category

Standard lead times (UK mainland excluding Highlands)

  • Slatwall panels: 24–48 hours
  • Deluxe slatwall panels: 2–3 business days
  • Assembled counters: 10–21 days
     Manufacturer-direct items (e.g., showcases, card units) have extended timelines outlined during checkout.

Delivery Requirements & Protocols

Mandatory recipient actions

  • Signature required: All deliveries must be signed for as “Unchecked” unless damages are immediately visible
  • Damage reporting: Note any visible issues on the delivery note and contact us by 12:00 PM the following day
  • Access information: Provide detailed delivery instructions for locations with narrow streets, time restrictions, or complex access in the Additional Comments box during checkout.

Special considerations

  • Articulated lorry access: Pallet deliveries require 3.5m clearance height and 12m turning radius
  • Contact number requirement: Include a mobile number for delivery updates and tracking links
  • Failed deliveries: Unclaimed orders incur redelivery fees starting at £45+VAT

Returns Policy

Standard returns process

We accept returns within 7 calendar days of delivery under these conditions:

  1. Request a returns authorization number via email/written request
  2. Return items unused, undamaged, and in original sealed packaging
  3. Include all accessories/manuals
     A 20% restocking fee applies, plus outward/return shipping costs. Custom-made or specially ordered items are non-returnable.

Damaged goods protocol

  1. Refuse delivery of visibly damaged items
  2. If discovered post-delivery:
    • Photograph damage within 2 hours
    • Email images to sales@sanadisplay.co.uk
    • Keep all packaging for inspection
       We coordinate replacements within 48 hours of validated claims.

Faulty Item Resolution

Reporting and resolution steps

  1. Contact our technical team within 30 days of delivery 
  2. Provide order number and fault description
  3. We may:
    • Troubleshoot remotely
    • Dispatch replacement parts
    • Arrange collection for complex issues
       Self-repaired or dismantled items void warranty coverage. Non-faulty returns are sent back at your expense.

Seasonal Adjustments

Christmas operating hours

Special holiday schedules are published annually on our Christmas Hours Page. Key considerations:

  • Last pre-Christmas dispatch date: Typically December 20
  • Post-holiday returns window: Extended to January 15
  • Emergency support: Limited availability December 24–January 1

 

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