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Important Information regarding Corona Covid - 19 virus issues.

We use various couriers to deliver our goods, the following information applies to goods being delivered via the APC network, however other couriers will be adopting  a similar approach. We therefore ask you to be patient with regard to these amendments to the delivery process. 

'The ongoing Corona Covid - 19 virus issue has meant that courriers have to look at an alternative, temporary amendment to how drivers deliver parcels. Many drivers have experienced issues with consignees not wishing to sign the hand held scanner, for fear of picking up any infection. With this in mind, these are the temporary instructions the APC Network will be adhering to, until further notice:

Deliveries to a Business Premise

  • Ask where they would like you to place the parcel maintaining a 2-metre distance from business staff wherever possible.
  • Explain that because we are taking extra precautions over Coronavirus, we do not require a signature.
  • Ask the recipient’s name and enter into the surname field.
  • Enter CV into the signature field.

For Deliveries to residential addresses

  • Place parcel on doorstep.
  • Knock door.
  • Step back two meters.
  • Explain to occupant that due to extra precautions over Coronavirus we will not requiring a signature.
  • Ask their name and enter into the surname field.
  • Enter CV into signature field.          

We are no doubt going to experience some delivery issues over the coming weeks, as no doubt some depots will have drivers or office staff off with the virus. This will no doubt cause issues in some deliveries being late, or us struggling to get quick answers from the affected depots. We can only ask that you understand that we are doing all we can as a Network to keep any issues to a minimum, but to also be patient with delivery expectations.

Hopefully, the virus will be contained quickly and we can get back to normal as quickly as possible. We thank you all for your understanding on this matter.'

Free UK and Republic of Ireland Delivery

We offer a standard delivery service free of charge* on the majority of our products, to UK and ROI postcodes. We aim to get most items to you between 3 and 5 working days, unless otherwise stipulated. Please note: some products and bulk orders may take additional time to be dispatched - see individual product details for more information.

Certain products will require a specialist chargeable delivery service, including but not limited to a lifting plan, any items requiring a High AB vehicle delivery, special requests for specific off-loading needs such as curtain sided vehicles. These situations can arise if the customer does not have appropriate off loading equipment or there are specific site needs .
Delivery usually takes place any time between 08:30 and 17:00 on the date of delivery.

Express Delivery

We offer an express delivery service on certain products - see individual product details for more information. This service may also apply to other products, on request. For more information please call our sales team on 0800 0288010 or email support@barriersdirect.co.uk. Please note: all express delivery orders must be placed before 12pm the day before.

Access, accepting and preparing for Delivery

Please be aware most of our products are delivered by trucks, and require appropriate access, our drivers may not be able to move your goods far from the vehicle. You must notify us of any access issues or inability to accept delivery from certain types of vehicle such as side loading trucks when ordering under ‘Special delivery instructions’, indicating additional contact details if required.

You shall be responsible (at your own cost) for all arrangements to unload the Goods when delivered to you. Delivery will be usually be made between 9.00 am and 5.00 pm on Working Days and during such hours you will make sure we are able to access the address for delivery in order to deliver the Goods.

If you refuse to take delivery of any Goods and/or to allow performance of the Services then we shall be entitled to withhold delivery and/or performance of any other Goods, and reserve the right to charge a re-delivery charge.

As we offer a huge range of products some of which are heavy and/or are bulky, or if smaller items are ordered in large quantities and have to be palletised, then these goods may need to be unloaded with the aid of special equipment such as a fork lift truck or with additional manpower. If you anticipate or have any doubts as to whether your may have difficulty with unloading your order, you must tell us this in the ‘Special delivery instructions’ section when placing your order.

As stated above In some cases we may need to charge extra if we have to provide an alternative method of delivery to our normal service.

Damaged Goods

It is your responsibility to ensure that your goods are checked before signing the delivery note. If you have received a package, parcel, pallet or crate that is damaged or it's contents are damaged, and have chosen to accept the delivery, it is important that you sign the delivery note as "Damaged" and that you notify us of any damage to the contents within 48 hours of delivery.

Damage should be notified to us via email to support@barriersdirect.co.uk together with digital photographic evidence of the damage to the product or products. Evidence of damage may also be submitted by post provided the damage has been notified to us within the first 48 hours of delivery. We will then arrange to collect and replace your item subject to our usual terms and conditions of sale and delivery or offer an alternative remedy. We cannot accept "Unchecked" or similar wording for any deliveries received, as this is accepting the delivery as complete and received in good condition and is considered to be a clean signature. We will not accept claims for damaged goods if the carrier has obtained a clean signature, or if more than 48 hours after delivery has passed. 

Unfortunately, breakages can occasionally happen and we will send out replacements as soon as we can. To help us, we recommend that you open all products and check exactly how many individual units are broken, take photographs of the breakages, then contact us via email to support@barriersdirect.co.uk.

All returned products must be returned unused, as new, and we advise that they are returned in the original product packaging with all shrink wrapping. The products will remain at your risk until they are physically returned to us by collection or delivery, so please make sure that the items are sufficiently packaged to prevent damage occurring during their return. All items will be checked upon return before the relevant action is taken.

Damaged Goods - Cancelling the order

In cases where our products are damaged or broken on delivery and you wish to cancel the order as a result, provided damage is reported within 48 hours of delivery as set out above, we will organise collection of the damaged item(s) from you. Until this time, the products remain at your risk and you should take reasonable care of them, including securing, packaging and/or storage of the goods to prevent further damage. Following collection and inspection, provided we are satisfied the goods have been damaged in transit or otherwise before delivery, a full refund will be issued. Please note this does not apply to made to order, built to order or customised products, as these will be replaced.

All returned products must be returned unused, as new, and we advise that they are returned in the original product packaging with all shrink wrapping. The products will remain at your risk until they are physically returned to us by collection or delivery, so please make sure that the items are sufficiently packaged to prevent damage occurring during their return. All items will be checked upon return before the relevant action is taken.

Damaged Goods - Replacement Parts

In cases where our products are damaged or broken on delivery and you wish to have a replacement or parts sent, provided damage is reported within 48 hours of delivery as set out above, we will use reasonable endeavours to provide suitable replacement products or parts. In this case, we will advise you of a date for the collection of the damaged or broken items and subject to return and inspection of the items, we will then issue a replacement within our normal delivery schedule. All returned products must be returned in the condition in which they were received by you, and you are responsible for ensuring that the items are sufficiently packaged to prevent further damage occurring during their return. All items will be checked upon return before the relevant action is taken. The products remain at your risk until collected by ourselves. Please note replacement parts or products can vary, so may not be identical to the items being replaced. In particular, colours and shades can vary by batch and could be different from your original order: for more information please refer to the technical specification documents for your product at www.barriersdirect.co.uk.

All returned products must be returned unused, as new, and we advise that they are returned in the original product packaging with all shrink wrapping. The products will remain at your risk until they are physically returned to us by collection or delivery, so please make sure that the items are sufficiently packaged to prevent damage occurring during their return. All items will be checked upon return before the relevant action is taken.

Please note returned items must be received before new ones are sent, returns and deliveries are never done at the same time.

Faulty Goods

Where you believe any product may be faulty, you must notify us within 14 calendar days of delivery by contacting us via email to support@barriersdirect.co.uk. We can then arrange for a replacement or refund as required. In both instances we will arrange to collect the products and inspect them. If the products are found to be faulty we will arrange for a replacement to be sent or to refund you the cost of your purchase. If you require a refund and the products are found upon inspection not to be faulty, we will refund you the purchase price less the cost of collecting the products. If you wish to cancel the order please refer to Change of Mind Returns above. Please note this does not apply to made to order, built to order or customised products, as these will be replaced.

All returned products must be returned unused, as new, and we advise that they are returned in the original product packaging with all shrink wrapping. The products will remain at your risk until they are physically returned to us by collection or delivery, so please make sure that the items are sufficiently packaged to prevent damage occurring during their return. All items will be checked upon return before the relevant action is taken.

Goods Received - Not what you ordered

If the products delivered to you are not what you ordered, or do not correspond fully with the itemised description on your order and you wish to discuss this please notify us immediately via email to us at support@barriersdirect.co.uk. We aim to respond to emails within one working day of receipt.

All returned products must be returned unused, as new, and we advise that they are returned in the original product packaging with all shrink wrapping. The products will remain at your risk until they are physically returned to us by collection or delivery, so please make sure that the items are sufficiently packaged to prevent damage occurring during their return. All items will be checked upon return before the relevant action is taken.

Goods missing on delivery

It is your responsibility to ensure that your goods are checked before signing the delivery note. It is your responsibility to check against the carrier’s delivery note that the appropriate number of packages, parcels, pallets or crates has been received, and that the correct number and description of ordered goods or items has been received as per the Barriers Direct Dispatch note. e cannot accept "Unchecked" or similar wording for any deliveries received, as this is accepting the delivery as complete and received in good condition and is considered to be a clean signature. We will not accept claims for missing goods if the carrier has obtained a clean signature, or if more than 48 hours after delivery has passed. You must notify us within 48 hrs of receipt via email to support@barriersdirect.co.uk of any shortages. Once an item has been installed, it cannot be returned and the purchase price cannot be refunded.

Goods not delivered

If your goods have not been received within the estimated lead time on your order acknowledgment, please call us on 0800 0288010 or e-mail us at support@barriersdirect.co.uk.

Late claims

If we have not received notification of any return, fault or defect as set out above within 14 calendar days of the day after delivery, it will be assumed that acceptance of the goods has taken place. Any subsequent claim will be subject to our discretion, and we reserve the right to choose whether to repair, replace the product or make a refund. If goods are claimed to be faulty and are found not to be faulty on inspection, we may charge the costs of returning the goods to us at our discretion, or deduct it from any refund. The products will remain at your risk until they are physically returned to us by collection or delivery.

What will I be refunded if I cancel the order before it has been dispatched?

Consumer (A person who purchases for their own use, rather than a business) : Full Refund* 

Business:  Full value of contract value.*

*Please note this does not apply to made to order, built to order or customised products see below

Consumer and Business :- You will be charged a Manufacturing Fee of up to 100% of the contract value. 

What will I be refunded if I cancel the order after it has been dispatched?

Consumer: If you want to cancel for any reason, including changing your mind and you notify us as required above within14 calender days of receiving the order you will be given a Full Refund including the cost charged to you for sending the item to you (if any). If we arrange collection for you we will reduce the value of the refund by the cost of the collection plus a £5.00 ex VAT administration charge.**

Business:  Full value of contract value less a 25% restocking fee. However if you are cancelling and reorder another product or products to a similar value or more or at  management discretion, the re-stocking fee will not be applied, but there will be  a £15.00 ex VAT administration Fee.**Please note this does not apply to made to order, built to order or customised products.(See Below)

**Consumer and Business :- You will be charged a Manufacturing Fee of 100% of the contract value for made to order, built to order or customised products

EU Delivery

Delivery within Europe is available on many of our products. For more information please call 0800 0288010 or email support@barriersdirect.co.uk and we be pleased to provide you with further details.

* The vast majority of our products can be delivered for free to all postcodes in the United Kingdom and the Republic of Ireland. On occasion, certain products may require a separate delivery charge, for example if they are particularly heavy or require additional lifting equipment. This delivery cost, if applicable, will be agreed with you before completion of the order and dispatch. The Highlands and Islands of Scotland and other remote locations may on occasion take longer to deliver to that the published anticipated delivery date. Please also see our returns and refunds policy.

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