Delivery, Returns & Terms & Conditions
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What will delivery cost?
Our standard delivery charge is £5.95 for the majority of UK mainland addresses. This is for our standard delivery service which is made within 1-2 working days. This price does not include Saturday delivery - if you require a Saturday delivery please contact us and we can quote you for the additional cost.
Certain UK postcodes unfortunately invoke a surcharge. This includes the Scottish Highlands and Islands (FK17 - 99, G83, IV1-28, IV33-39, PA21-23, PA35-40, PH18-26, PH30-42), and off-shore postcodes (such as the Isle of Wight, Isle of Man, Channel Islands, Scilly Isles, and Northern Ireland). If your postcode falls within a surcharge area, we will contact you before we dispatch the goods. If you are unsure about the delivery cost for your area, please contact us for further guidance.
Shipping outside of the UK may incur surcharges and customs fees upon delivery. Please contact us with your five-digit postal code for more specific information about these charges, but please note that we cannot provide exact quotes for these fees.
Please note that Jacksons Leisure Supplies Limited do not decide on areas to be surcharge - it is the carriers (and the powers that be who create customs regulations) that determine these prices. We actually subsidise many transportation costs to make the customer's buying experience the best possible one.
Can you deliver to...?
We are unable to economically ship certain items to offshore islands due to their size and fragility. Customers are often welcome to collect in person (please check with us before travelling), or can arrange their own shipper.
Large fridges, glass door ovens and air-conditioning units are all priced according to their destination postcode and weight. Typically, these will have to be delivered on a pallet, which is more expensive than standard delivery. We regularly ship very big orders as palletised loads for extremely economical prices, however.
Please check the contents of your delivery as soon as it is received for any damage.
Under no circumstances can we accept a claim for loss or damage if the goods are signed for as "In good condition", "Unexamined" or "Unchecked". Instead, you must sign the goods as "damaged". In the event that the goods initially appeared to be OK, and upon further examination were not, then you must phone us within 24 hours of your delivery.
When will my order be dispatched?
Orders are dispatched on our working days (Monday to Friday) between our working hours (9AM to 5PM). Orders placed overnight will be processed the following day, and orders placed on Friday, Saturday or Sunday will be processed on Monday.
Orders are picked and dispatched strictly in the order they are received. During busy periods, we sometimes have to make our cut-off times earlier than normal, particularly on Mondays.
Occasionally, you can also receive dispatch confirmation automatically from the courier. Unfortunately, this does not guarantee the parcel will be delivered the following day, due to route logistics and transfer between the couriers’ own depots. Please contact us for live availability or with any concerns over when you will receive your goods.
When will my order be delivered?
Deliveries are usually made between 9am - 4pm Monday – Friday, although our couriers may deliver outside of these hours. Typically, a signature will also be required upon receipt. While we can control the processing and departure of your order from our warehouse, the rest is in the hands of our couriers. Deliveries can understandably be affected by road conditions and adverse weather, amongst many other unforeseen issues.
Arrival on the expected delivery day can’t be guaranteed. 96% of the orders we dispatch with next working day delivery arrive the next day, however. For urgent next day deliveries, we recommend you call 0151 334 0222. With your cooperation we can put procedures in place which can increase the chances of a parcel not being held up.
Can I specify a delivery date?
If there is a specific date on which you would like your order delivered, please state so when placing your order. We will do our utmost to deliver on the date specified and if we cannot accommodate the date requested, we will contact you. If you require a Saturday delivery, please call us on 0151 334 0222 after placing your order.
Do I need to be in to receive my order?
You can request to have your order left without signature, or to have the order left with a neighbour. If you leave a note at your address such as "Round the back of the house" or "On front porch", this is at your own risk - we cannot take responsibility for goods that are subsequently stolen or found to be damaged.
Booking fitters and installers prior to delivery
Customers booking engineers to fit equipment based on the assumption that goods will arrive undamaged/missing parts and on the expected delivery day do so at their own risk. Jacksons Leisure cannot be held liable for any costs incurred.
Can I have my order delivered to an alternate address?
Yes, you can. You'll notice when you place an order that you can enter separate billing and delivery addresses. It is essential that the postcode is provided together with a phone number for the delivery address to ensure there is no delay.
If you request a change of delivery address after placing an order then an additional charge of £15 will be levied (this is the courier's re-direct charge).
Please note pallet deliveries are classed as "doorstep" deliveries. Drivers are not usually insured or able to assist with anything further than the initial delivery, this includes but is not limited to:
- Moving your pallet into your property
- Moving your pallet across obstacles including stairs, walls, and doors.
- Removing your product from the pallet itself
- Taking away and disposing of the pallet
If you should have any access or assistance requirements, please inform us in advance of placing your order. We can make drivers aware however we are unable to guarantee any assistance an be offered.
Issues, Returns & Refunds
If there are damaged part/parts found when you open your box and you have not signed for the box as damaged, we reserve the right to send the replacement parts to you to resolve the situation. Contact us and we will resolve the situation as soon as possible.
My goods have not arrived
If a parcel is due and hasn't arrived yet let us know - we may not know there's been a delay until you notify us, and we will do our best to resolve it.
Colour changes and specification updates
Our suppliers reserve the right to alter colour and update the specifications of their products without prior notification. We suggest customers email us if colour or updates are an issue before ordering, we can then confirm the current stock specifications. Details are correct at the time of listing, and we cannot accept return requests based on the colour or on updated specifications not matching the listing.
Returns & Refunds
At Jacksons Leisure Supplies Ltd we want you to be delighted with your purchase. Occasionally though, we know you may want to return your items.
We offer a 14-day cooling off period from the date upon which you receive your delivery. Goods must be returned in their original condition, within 14 days of receipt, new and unused (with any seals and shrink-wrap intact) for a full refund. We are unable to exchange items that are not damaged, defective or incorrect outside of the 14-day grace period. Returns received after the 14-day period may incur a re-stocking and administrative charge of £20.00. A full refund, including the postage & packing charge, will only be made if the item is faulty.
Before returning items, please obtain a returns number (RMA) from our customer service team. An RMA can be requested via telephone or via our live chat system.
Please note that you will be responsible for the cost of returning the items unless we delivered the item to you in error, or if the item is damaged or defective. Furthermore, items should be packaged securely to avoid any damage in transit. We recommend that you use a recorded-delivery service and obtain a certificate of postage. In some circumstances, we can arrange for collection of the item from your address at your cost - please enquire for further details.
We cannot accept returns delivered to us by hand. This returns policy does not affect your statutory rights.
Dometic products come with a two year manufacturers warranty. For assistance with warranty issues Dometic provides authorised service centres across the UK and Europe. You can find your service centre here: https://www.dometic.com/en-gb/uk/find-a-dealer.
Service centres are to be used for large items such as fridges, air conditioners and cookers, while issues with cool boxes and other smaller items can often be resolved by ourselves. Please note, commercial use will void warranty.
Thetford products come with a three year manufacturers warranty. For assistance with warranty issues, Thetford provides authorised service centres across the UK and Europe. You can find your service centre here: https://www.thetford-europe.com/dealers-service-centres/
Please note, commercial use will void warranty. All gas & electrical appliances i.e. Fridges, Cookers, Air Cons etc. must be fitted by a qualified engineer. Failure to do so can invalidate your warranty.
Call out charges
Warranty procedure sometimes requires a product to be taken to an approved service partner; customers who call out a “mobile” engineer from one of these partners should note the call out charges incurred are not covered as part of the warranty.
Please note that unless specified or advised to the contrary by us in writing all products sold by Jacksons Leisure Supplies are NOT intended for commercial use.