ONLINE TERMS AND CONDITIONS

1) General
  • Use of this website is acceptance of these Terms and Conditions. All Website Users using this website, irrespective of their own organisation’s Terms and Conditions, must abide by the Terms and Conditions hereby laid out unless agreed with Aadvark Supplies Limited (“Aadvark”, “we”, “our” or “us”) in writing.
  • When using this website, it is assumed that the Website User/Customer (“you”, “they” or “them”) is purchasing as a business and that the products purchased are for use within that business’s scope of works. Retail Customers should contact Aadvark for alternative terms and conditions. Continuing use of this website constitutes agreement to these terms and conditions.
  • Aadvark reserves the right to change these terms and conditions at any time. Any such changes will take effect when posted on the website and it your responsibility to read the terms and conditions on each occasion you use this website, and continued use of the website shall signify acceptance of the latest terms and conditions.
  • Whilst every effort to keep the website updated, product descriptions and specification may change, and we cannot be responsible for photographic differences in product size, shape and colour as shown on this website. Aadvark reserves the right to supply an item of similar technical performance, but of differing visual appearance
  • Displaying an item on this website does not imply an offer to sell to anyone. Products and prices may change without notice. Equally not all items displayed on the website are in stock at the time of order. Aadvark is also not liable to sell any product that might be quoted at a price lower than that meant to be.
2) Creating/Using an Account
  • To access the full catalogue, website users will require to register with Aadvark. Access is entirely at the discretion of Aadvark.
  • Website users will be asked to Apply for an Account by completing our online form giving the details of the business along with contact details. This will enable us to allocate a username and password (‘Account’) as well as setting up a pricing structure tailored to your needs.
  • The process of registration may take up to 24 hours. If you require an order or other information within this time you should contact us via the details on our Contacts Page.
  • Accounts may be withdrawn at our sole discretion and are exclusive to the registered user, are non-transferable and must be always treated as strictly confidential. If you have any concerns regarding your Password Details or become aware of any misuse, then you must inform us as soon as is practicable.
  • Account acceptance does not signify any credit facilities which are covered under ‘Payments’ below.
  • The use of Accounts will be monitored, and any Account found to be inactive for 90 days may be closed without notice. You can re-activate the Account by contacting Aadvark.
3) Orders
  • All orders placed via website will be subject to acceptance in accordance with these Terms and Conditions
  • After adding products to your basket proceed to checkout. Here you will be shown the value of the goods and the VAT. Any shipping/delivery charges will be added later.
  • Once you have ‘checked out’ an email will be sent to your registered email to confirm that we have received your order and that it is being processed.
  • Once processed you will receive an Order Confirmation. This will lay out the details of the order and any delivery charges. You should check and report any mistakes or discrepancies and confirm by return that the order is correct. Any errors or discrepancies not reported to us within 3 hours of receipt and prior to despatch will not be accepted and any costs incurred for returns will be the responsibility of the You.
  • If the customer does not have a credit account an invoice will be sent by email along with a Payment Link for card payment. Alternatively, you can pay by Bank Transfer/BACS. Orders will not be processed further until a payment is received.
  • Customers with agreed credit accounts will have their order processed to despatch once they have confirmed it is correct.
  • An Order Acknowledgment does not imply that all products ordered are available for immediate despatch. You will be notified of items out of stock at the time of despatch along with additional, available information such as ETAs, delivery times etc.
  • Out of Stock items will be automatically placed on back order for despatch upon receipt unless instructed otherwise by the customer.
  • Orders can be cancelled and amended at any time before despatch. If you wish to cancel an item, contact us as soon as possible. Items marked as ‘Special Order’ or not shown on the website must be cancelled within the 3 hours after receipt of the Order Acknowledgement as shown in 3.iii.
4) Delivery
    a) Own Van/Local Area Deliveries
  • ‘Local Area’ is hereby defined as an area including Bournemouth to the West, Salisbury & Basingstoke to the North, and Worthing to the East. These areas will be covered by our own delivery vehicles in general, however alternative delivery solutions may be used due to cost or logistical reasons.
  • All orders from new client accounts can only be delivered to a verified account address or the address that a Credit or Debit Card is registered at.
  • You will be informed of delivery charges at the time of ordering.
  • It is our aim to carry out all ‘Local Area’ deliveries within 48 hours unless otherwise stated at the time of order. Whilst this is the aim, there is no liability for unforeseen delays to deliveries. You will be kept informed of any issues regarding deliveries.
  • Deliveries by own transport will only be carried out during business hours Monday to Friday excluding Bank Holidays. For deliveries outside this timeframe, we will employ a recognised service (see 4.b.) and any incurred charges will be passed to the customer.
  • Unless otherwise agreed, all deliveries must be to a manned site where an authorised person can check and sign for the delivery on receipt. Marking the delivery note/paperwork ‘UNCHECKED’ is not acceptable and will be ignored if the delivery is called into question. Any discrepancies should be reported immediately.
  • Any deliveries to unmanned sites are at the customer’s own risk and they should provide a secure place for the delivery to be housed. Where possible drivers will photograph the delivery in situ as evidence of delivery, but we cannot accept any responsibility for items missing or damaged.
  • Deliveries will be subject to the following Minimum Orders/Delivery Charges:

          Local Area Deliveries
    Postcode Area Min Order for Free Delivery Delivery Charge 1
    GU31, GU32 PO1 – PO20 SO14-19, SO30-32, SO50, SO52 & SO53 £50 ex VAT £5 + VAT
    BH1-BH18, BH21-BH25, BH31, BN11-BN13, BN16-BN18, GU26 – GU30, GU33-GU35 PO18 – PO22 RG21 – RG25, RG28 & RG29 RH20 SO20-24, SO40-SO45, SO51 SP1 & SP2, SP5 & SP6, SP10 & SP11 £100 ex VAT £7 + VAT

    All other postcodes are classed as Non Local.

          Additional Service Charges.
    Service Additional Charge 2
    Next Day (order before 12pm) £2 + VAT
    Weekend/9am delivery Price on request
      1  Charge applies if Minimum Order Value is not met.
      2  In addition to other charges and irrespective of Order Value.

    b) Non Local Area Deliveries – over 5kg
  • All orders from new client accounts can only be delivered to a verified account address or the address that a Credit or Debit Card is registered at.
  • For deliveries outside the area defined in 4.a.i. we will use a recognised delivery service such as TNT, APC etc.
  • It is our to despatch all stocked items for ‘Non Local Area’ deliveries within 48 hours unless otherwise stated at the time of order. Whilst this is the aim, there is no liability for unforeseen delays to despatch. You will be kept informed of any issues regarding delays.
  • Deliveries will be despatched on a 3-5 day service. Next Day maybe available if necessary for a surcharge depending on time factors.
  • Unless otherwise agreed, all deliveries must be to a manned site where an authorised person can check and sign for the delivery on receipt.
  • Any deliveries to unmanned sites are at the customer’s own risk and they should provide a secure place for the delivery to be housed. Where possible drivers will photograph the delivery in situ as evidence of delivery, but we cannot accept any responsibility for items missing or damaged.
  • There may also be additional charges for liquids or oversized/non conveyable items. Details will be given at the order stage.
  • Deliveries to the Highlands and Islands of Scotland, Channel Isles, Isle of Wight, Isle of Man and Northern Ireland will incur additional charges.
  • You will be informed of delivery charges at the time of ordering.

    c) Non Local Area Deliveries – under 5kg
  • For deliveries outside the area defined in 4.a.i. we will use a recognised delivery service such as Evri or Royal Mail.
  • All orders from new client accounts can only be delivered to a verified account address or the address that a Credit or Debit Card is registered to.
  • This service cannot be used for liquids or oversized items. Parcels must have a maximum length of 120cm and a maximum circumference of 245cm (W+D(x2) + L)
  • It is our to despatch all stocked items for ‘Non Local Area’ deliveries within 48 hours unless otherwise stated at the time of order. Whilst this is the aim, there is no liability for unforeseen delays to despatch. You will be kept informed of any issues regarding delays.
  • Deliveries will be despatched on a 3-5 day service. A Next day service is maybe available on request.
  • Any deliveries to unmanned sites are at the customer’s own risk and they should provide a secure place for the delivery to be housed. Where possible drivers will photograph the delivery in situ as evidence of delivery, but we cannot accept any responsibility for items missing or damaged.
  • If required, you can request that the delivery driver obtains a signature on receipt. There may be an additional charge.
  • You will be informed of delivery charges at the time of ordering.
5) Delivery
  • It is the responsibility of the customer to inspect the goods promptly on arrival. Any claims for damage, non-delivery, and loss in transit must be made within 24 hours of the delivery date. When signing for the delivery, it is your responsibility to check that the number of parcels being delivered corresponds with the number of parcels stated on the delivery note. If not, the note should be amended accordingly before signature. Any apparent damage to the parcel, should also be annotated on the delivery note accordingly.
  • Failure to record any issues and/or failure to report any issues may result in replacements/refunds being carried out.
  • We have the right to investigate any issues arising from the delivery. This will be carried out as a matter of urgency and a response forwarded to the customer as soon as possible.
  • Any missing items that have been reported within the 24 hours from receipt will be sent out once we have ascertained the cause. The customer may be required to show evidence of the delivery including documents and photographs.
  • Any damaged items will be collected and replaced/refunded at our expense if reported correctly.
  • Any incorrect items, will be collected and replaced/refunded at our expense as long as the Order Confirmation sent to the customer showed the correct items, they are unused and still in original packaging.
6) Collections
  • Orders can be collected from our Trade Counter/Warehouse. If collecting the order will not be subject to minimum order values or charges.
  • We will inform the customer when the order is available for collection. You must not travel to the premises without receiving notification that the order is ready for collection. We will not accept any responsibility for disappointment if this occurs.
7) Returns Policy
  • It is the customer’s responsibility to ensure that a product is suitable for the task and Aadvark Supplies cannot take any responsibility for products ordered that on receipt are deemed unsuitable. Where possible, Aadvark Supplies will accept returned unused stock items without charge other than to cost of returning the items. Specially ordered products may incur a 20% deposit payable by the customer at time of order which will be held by Aadvark Supplies until the product is paid for/invoiced or if the customer does not collect/returns product prior to payment.
  • For an unsuitable product to be eligible for return it must be:
        a. Unused and in original packaging
        b. A stocked item and not ordered in especially for the customer.
        c. Returned at the customer’s expense (unless otherwise agreed with Aadvark).
  • Aadvark Supplies reserve the right to charge a 20% restocking charge for any products returned due to circumstances outside the control of Aadavark Supplies.
8) Product Information and Specification
  • All product information and specifications given on this website and via other communication is in line with that of the manufacturer and/or supplier. All information is passed on in good faith and any errors or mistakes in the information or specifications are unintentional.
  • Where available we will provide Supplier information sheets or other resources to enable you to make the correct choice of product.
  • As per paragraph 1.ii. it is assumed that customers using this website are business customers. All customers are responsible for carrying out any required risk assessments, quality control checks and safe working practises prior to using the products. Aadvark Supplies and the product manufacturers will not accept any responsibility for any health and safety issues occurring from the use or misuse of these products. Full COSHH information is available for all chemicals and available on request.
  • In some cases samples are available for evaluation. Delivery charges may apply.
9) Warranty
  • All products supplied by Aadvark Supplies are suitable for the task for which they are designed. Products that do not reach an acceptable level of quality will be replaced or refunded. Customers are asked to keep any faulty products to return so the manufacturer can investigate the fault. This does not cover misuse, vandalism or unacceptable use.
  • Products supplied with a manufacturer’s warranty will be repaired/replaced as per the manufacturer’s instructions. These will be supplied with the product and Aadvark Supplies has no influence upon these warranties.
  • Some manufacturers will demand a small callout fee to cover the cost of an engineer/representative visiting. You will be informed of this at the time of repair.
  • Products found to be damaged by misuse, vandalism or inappropriate use will not be covered by warranty and the repair and callout fee will be charged to the customer. Also some parts on machinery (eg cables, hoses etc) are not covered by warranty.
10) Data Gathering
  • In order to offer customer accounts, We will require to collect and hold your information. Where possible we will not need to hold personal information other than Contact Names, business addresses and contact numbers. Please see our Privacy Policy for full information on the data collected and stored.
  • We will not pass on/share/sell or distribute You information other than to Regulatory Government Agencies, warranty or for delivery/collection purposes.
  • Cookies are used on this to keep track of the contents of your shopping cart once selected.
11) Delivery
    a. Goods Supplied
  • All goods supplied by Aadvark Supplies remain the property of Aadvark Supplies Limited until the goods have been paid in full. As a result of our continued commitment to provide goods of the highest quality at the most competitive prices, it may be necessary on occasions to supply goods that will differ from those depicted in this catalogue.
  • If the payment method supplied is refused, reasonable debt recovery schemes will be used to recover goods or costs incurred.
  • Customers without Business Credit Accounts will need to pay for all orders prior to despatch.

    b. Payment Methods
  • Proforma Invoices will be issued for orders for payment prior to despatch.
  • Payments can be paid via the following:
        a. BACS or Bank Transfer (account details will be on the invoice)
        b. Paypal
        c. Credit or Debit Card via a secure payment link
        d. Cash (on agreement and in person)
  • No Credit or Debit Card details will be held by us.

    c. Credit Accounts
  • Customers may apply for a 30 day Credit Account. They will be required to complete the required form and to provide at least two positive trading references prior to acceptance.
  • You should be aware that this process may take some time and we have the right to refuse credit to anyone without explanation.
  • Once credit accounts are set up you must adhere to the terms. Failure to do so may result in delays to despatch, suspension of the account or closure.
  • We reserves the right to refuse credit at any time without explanation.
  • In the case of default, customers hereby agree to allow Aadvark Supplies and/or our agent to enter your premises where the goods are kept and remove same. You will be responsible to us for all costs incurred in reclaiming the goods.
  • We reserve the right to add 5% per month to the invoice total if payment is not made within the agreed period shown on the quotation.
  • Under the 2003 Money Laundering Regulations We are unable to accept cash payments of the equivalent of £15,000 for any single transaction.
12) Customer Complaints
  • We have a long and proud history of excellent customer service, and it is our aim to continue this.
  • We strive to deal fairly and consistently with all our customers and make every effort to provide a professional service. We expect members of our team to be courteous and polite even if faced with forceful or determined behaviour.
  • If a customer feels they have been treated unfairly or discourteously, they should contact a member of Aadvark’s senior management to discuss their concerns. The customer will be asked to provide as much information to allow the complaint to be investigated.
  • All complaints will be investigated thoroughly, and the customer informed of the outcome.
  • Corrective actions will be put in place to ensure the incident does not occur again.
  • However, customers should be aware that We will not tolerate unfounded, malicious, or unsubstantiated complaints made against staff members.
13) Customer Behaviour
  • Whilst Aadvark Supplies expect a high standard of customer service across our team, it is also expected that those same team members should not need to tolerate any abuse or aggression from customers.
  • We consider any aggression or abuse to our staff members through telephone calls, emails or online as completely unacceptable.
  • Aggression or abuse includes behaviour or language, verbal or in writing, that may cause staff to feel afraid, threatened or abused. This includes any form of discriminatory language or actions.
  • Customers that use offensive, threatening or abusive language will be asked to stop using such language. They will be informed that further action will be taken if behaviour continues.
  • Staff will be permitted to end phone calls if they consider the caller aggressive, abusive or offensive. Staff have the right to make this decision, to tell the caller that their behaviour is unacceptable and to end the call if the behaviour continues.
  • We will take any other action that we consider appropriate to protect our staff from aggression and abuse moving forward. This may include suspending trading terms or contacting the police.
21) Prices and Taxes
  • Price lists, quotations and estimates are subject to alteration without notice, and goods will be invoiced at prices ruling on date of despatch regardless of any price quoted on any purchase order submitted.
  • Carriage and packing will be charged in accordance with the delivery charges laid down in this document.
  • All prices quoted are exclusive of Value Added Tax and will be added in line with current rates.
  • When special prices are agreed, We reserve the right to add 5% per month to the invoice total if payment is not made within the agreed period shown on the quotation.
22) LEGAL CONSTRUCTION
The contract shall in all respects be construed and operated as an English contract and in conformity with English Law.