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Ordering FAQ's

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Ordering FAQ's

Prices

Payment

Help with my order

Missing Items

I want to return an item

Warranty

General

 

Prices

Are the prices on the website including VAT and carriage?

All our prices are shown in red excluding VAT and in grey inclusive of VAT, none of the prices include carriage this is added at the checkout stage depending on your location.

If you wish to check your postage cost before you confirm your order add the item you want to your basket then on the pop up window click view or edit your basket, you will then be presented with a view of the contents of your basket, click the link estimate shipping and VAT and you will be asked for your shipping details, once entered click estimate shipping and VAT again, you will then be presented with your shipping cost, there is then a button to update your basket if you wish. 

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Can I get quantity discounts on the online prices?

As we are a manufacturer and distributor we can supply items in quantities, please email us a for a quote at sales@fueldump.co.uk

Please state the product code and any other details about the product you want us to quote for.

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How long are the prices on your website valid for?

All Online prices are subject to change without notice, if a price is found to be incorrect when Fueldump receives an order it has the right to contact you informing you of the difference and giving you the option to continue with the order or cancel.

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Payment

Paying with card

We process card payments through our card processing machine here at our offices. Your details are collected by a secure third party website which are double password protected and encrypted. Please be aware subject to stock availability all orders placed before 2pm and shipped via carrier will be shipped that day. All other orders will be first class post.

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Paying with Paypal

Paypal payments are instant subject to you having an account, and stock availability you will receive your goods by your chosen delivery method. Subject to stock all orders placed before 2pm and shipped via carrier will be shipped that day.

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Pay by BACS/Bank Transfer

BACS Payments can take up to 3 working days, we will ship your order on the day we receive your payment and subject to stock & funds clearing before 2pm.

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 Is your website secure for me to enter my debit/credit card details?

We process card payments through our card processing machine here at our offices. Your details are collected by a secure third party website which are double password protected and encypted. Its is against the law for us to keep customers card details on record and so after payments have been taken the details are deleted or destroyed.

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Help With Your Order

 How do i know when my order has been despatched?

Once your order has been despatched we will change the status of your order to shipped, this will generate an automatic email to the address you gave us as a contact email. If you havent received an email then in most cases it will be because your order hasn't been despatched. This could be because we are waiting for stock or the payment has not been received. If you are concerned you haven't had an email confirming your despatch please check your junk box first, before contacting sales@fueldump.co.uk 

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When will my order be delivered?

Orders being delivered by our chosen carrier "UPS" can deliver any time up until 5.30pm Mon-Fri for business adresses and up to 7.30pm for residential deliveries. Please remember if your order was placed after 2pm your goods would not have been despatched until the following day. Please bear in mind that your goods will be delivered by a third party courier and not Fueldump ourselves. All other orders not being charged £10.50 for a courier delivery will be sent first class post by Royal Mail, there maybe delays during certain times of the year.

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Missing Items

Item shown on my delivery note as shipped.

If your delivery note shows an item that has been sent but is not in your delivery then it is missing, please contact the sales office at sales@fueldump.co.uk within 7 working days to advise them of the missing item. Please have your order reference to had when calling. 

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Item not shown on my delivery note as shipped.

If items are missing from your delivery note and marked to follow, this means that item was not in stock at the time when the order was despatched. These will be forwarded to you as soon as they are in stock. No additional carriage will be charged. If you wish to cancel please contact sales@fueldump.co.uk to arrange a refund. Please use your order referance in your communication. 

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I want to return an item

I no longer need an item

In the event you order an incorrect item you need to contact us within 7 working days of receipt to sales@fueldump.co.uk. You will be given a returns number reference number which you must mark on the package when returning to us for a full refund. If you contact us after 7 working days we reserve the right to charge you 20% restocking fee. Also the refund will be for the product cost only and not including any carriage charge. If you do not have the ability to return the item a collection can be arranged and the cost will be deducted from the refund. All of the above is only valid if the item is returned unused, in its original packaging and in a resaleable condition. 

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I did not order this item

In the event you receive an incorrect item you need to contact us within 7 working days at sales@fueldump.co.uk. You will be given a returns reference number which you can use for all communications. If it is deemed a Fuledump error we will refund you the item cost and the carriage costs for you to return the incorrect item. If you do not have the ability to return the item a collection can be arranged. This is only valid if the item is unused and in its original packaging as is in resaleable condition. No returns will be accepted without a valid returns number.

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I have received a damaged item

If you receive a damaged item you must notify us within 7 working days by email to sales@fueldump.co.uk quoting your order reference details. You will be contacted by a member of the sales team to try and determine the reason for the damage. You may be required to provide photographic evidence. If determined damaged either prior to despatch or through courier mishandling, a replacement will be sent out. The damaged item may well need to be returned. If this is required a collection will be arranged by the sales office.

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Warranty

The product I ordered has failed.

If you believe you have a faulty product contact us at sales@fueldump.co.uk we may require you to send it back to us for inspection, we will not charge for this if you have purchased it within 12 months. If it is older than that we may charge you for inspection. If the product is deemed faulty under the manufacturers guidelines and within the warranty period warranty period we have the right to either repair, replace or refund the cost you paid for the item. If the product is faulty through no fault of the manufacturer then we will quote you for repair or a replacement. If you just require the product to be returned to you in the condition sent back to us we can do so at a standard carriage cost for this item.

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What is "Fueldump's" liability if a product fails?

Fueldump cannot cover any indirect or consequential damages the product may have caused. If deemed faulty after inspection we will only refund to a maximum, the cost of the product purchased.

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General Questions

Are my personal details I provide on the website secure?

If you place an order with us or set up an online account we will not disclose any personal information to any third party without your consent, except for the purpose of processing the order and arranging delivery.

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Do you make bespoke parts?

We do have an engineering workshop and CNC machining centres at our factory, we regularly do subcontract work for many different industries and customers. If you are interested in talking about a product idea in development or you are looking for a manufacturer for your product please see our engineering departments website here Sub Contract Engineering  or alternatively give us a call on 01373 822220 and ask for Mr John Rutland (Head of Engineering)

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Can i ring for some technical advice before I purchase?

We do have a live chat facility on our website for customers to ask any technical questions they may have. This is manned during office hours 8.30am - 5.30pm, if no one is available during this time it maybe we are busy with other customers, so please feel free to ask your question and email address and we will respond as soon as we can. Alternatively email your enquiries to sales@fueldump.co.uk or give us a call on 01373 822220

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If there is something i cannot find on the website can you source it for me?

If you are looking for a specific product on our website and you cannot find it and wish to ask us if we can source it for you, please either use the live chat facility during office hours 8.30am-5.30pm, send us an email to sales@fueldump.co.uk or give us a call on 01373 822220 

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If I live nearby can i collect and save on carriage?

If you are local to Wiltshire, UK and wish to collect your order, please continue to place your order and pay using your chosen payment method, but select collection as your shipping method.

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If I have a product I purchased elsewhere but its faulty can you repair it for me for a charge?

We do occasionally do repairs on products that are similar to our own but not bought through us. We can certainly look at your products for a charge and quote you to repair or replace for similar items. Please contact us through either live chat on the website, email at sales@fueldump.co.uk or call 01373 822220

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Do you ship to other countries as well as the UK?

Yes we do ship internationally, if you place your order for the goods you require you will be sent a quote for the shipping cost with a pro forma invoice which includes our bank details for you to arrange your funds transfer. We will only ship goods internationally after we have received clear funds. We cannot accept credit cards as a payment source for international orders.

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How do I post a review or testimonial about your products or services?

If you would to post a review or send us a testimonial of any of our products or the service you received please email these to sales@fueldump.co.uk we will usually post these on our testimonials page, product page if its a review but also our social media pages too.

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What if I have a complaint about your products or services?

If you have a complaint or a problem with any of our products or services and wish to make a complaint please give a us a call on 01373 822220 or email sales@fueldump.co.uk in the first instance to see if there is something we can do to rectify your issue.

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