This section covers subjects relating to the despatch, delivery and return of your order. The My Account facility gives you access to account addresses, current and past orders, including when your order will be despatched, how long delivery may take, where we are delivering to and the delivery service we have used to ship your order via.
Delivery Lead Times
Orders received before 14:30 GMT on a working day* will be processed and despatched the same day, provided no additional security checks are required and all goods are available from stock. We will endeavour to continue to process and despatch orders after the 14.30 cut off until our courier collects from our warehouses.
Should an item be out of stock when we come to despatch we will contact you with an anticipated delivery lead time. We will not split the delivery of an order before we have had confirmation from you that it is OK to do so.
Once your order has been despatched you should expect to receive your goods within 1-5 working days, dependant on the service selected and your geographical location. European & International deliveries may take substantially longer.
Please be aware that items showing as "in stock" on our website take into consideration the stock we hold in our European warehouse as well as our UK one. Lead times are likely to increase where stock is situated in our European warehouse only.
*A working day is any day other than weekends, bank holidays or other public holidays. Our offices and warehouses are also closed throughout the Christmas & New Year period so no orders will be processed or despatched 22nd December to 1st January inclusive.
Pricing & Availability
The availability of an item will be clearly displayed on the product page, we endeavour to maintain adequate supplies of product to meet anticipated demand but cannot guarantee availability of any item. Should an item be out of stock when your order comes to be processed through our systems we will contact you with an anticipated delivery lead time. Our prices are intended to be competitive, but also reflect the quality of our products. We compare our products against those of other providers to ensure we continue to bring you great products at great prices. If you have your own negotiated pricing then you should log in to My Account for these to be displayed. All pricing shown on this website are in UK Pounds Sterling and display excluding UK VAT, this can be updated by changing the currecy option within the header of the site or logging into My Account to show your predetermined settings. VAT is displayed as a separate entity, along with shipping costs, at basket level. All sales are subject to UK VAT unless the goods are being delivered outside of the EU or to an EU Member state. Note: Your basket will display VAT until delivery details are confirmed. All other taxes that may apply are the sole responsibility of and to be paid by the customer.
Shipping Options
We currently ship within the UK, to Europe and Worldwide using UPS and Royal Mail services. There is also the facility to collect from our warehouses in Aldermaston, Berkshire, UK or, for registered trade accounts, select to use your own courier. Our default service provider is UPS, should an order be of suitable weight and size for Royal Mail Standard Parcel, then we may select to ship using this service. https://sunpowergroupholdingsltd--commerceqa.sandbox.my.site.com/PowerLEDQA/shipping We are working on expanding the shipping services to enable our self service customers to select their preferred shipping method, based on the basket contents.
Delivery Addresses
We allow delivery to addresses other than the billing address of the business or credit/debit card holder. If you wish to change the delivery address after you have placed your order then you will need to call as soon as possible, quoting your order number, to arrange for this to be changed. Please remember that we aim to process and despatch orders received before 14:30 GMT the same working day; if your order has already been processed on our system then we will be unable to change the address To ensure there is no delay in your order being processed and despatched you should use a confirmed address within PayPal. When opting to pay by credit card ensure you enter your credit card billing address and other security details correctly so that all security checks are passed. Please note that we do not ship to PO Box addresses.
Free Delivery/Carriage Inclusive Offer
To qualify for free delivery the value of goods in your basket must be £250 or over (excluding VAT) and your order must be shipped to an address in Mainland UK. Delivery to Isle of Man, Channel Islands, Northern Ireland, Orkney Island, or other islands that are not part of mainland UK do not qualify for free delivery. Please note we are not able to offer a part despatch/delivery if the Free UK delivery option has been selected.
Payment
We accept payment via PayPal, major credit cards, digital wallets and bank transfer. Approved trade accounts may also be offered a credit facility. We have no access to your credit card information and the card details are transported ENCRYPTED to your bank for authorisation. Note: Orders received with payment by bank transfer will not be despatched until funds are cleared by our bank.
Tax
All sales to customers within the UK are subject to VAT at 20%, unless the goods are being delivered to or outside of the EU. Note: Your basket will display VAT at 20% until delivery details are confirmed. All other taxes that may apply are the sole responsibility of and to be paid by the customer.
Track Your Order
Once you have completed your online order you will be taken to a confirmation screen, which gives you an order number; you will also receive a confirmation via e-mail detailing your order. If any of the ordered goods are not available from stock you will receive an update within 48hrs confirming when we expect to ship. You can check on the progress of your order at any time by logging into your account. Upon despatch you will receive an automated e-mail with a link to allow you to track the shipment. You can login to the My Account facility at any time to view the status of orders, both past and current and place repeat orders quickly.
Lost or Late Delivery?
We are always happy to help advise you on the status of your order and track for you but before contacting us to report a late delivery or lost order: Have you checked the status of your order within the My Account facility on our website or checked your mail box for status updates (if you have not added us as a safe sender it is best to check your junk folder too)? If you selected Royal Mail as the delivery service has it been 15 working days (or 28 days for international orders) since your order was despatched? They allow the 15 working days for items to be returned to the sender if there are any delivery problems. Have you checked to see if a delivery card has been left for you to contact your local depot or to advise that your goods have been left with a neighbour? In the unlikely event that your order has been lost in transit, we will do our best to replace it as soon as possible.
Returns
With orders placed online we operate a 14 day returns policy for cancellations and 30 days for faulty products. You may cancel your order and return goods any time up to the end of the 14th day from the date you receive the ordered goods. Should you need to return goods to us for any reason, you can request authorisation via the returns request facility on the site. Returns will only be accepted with prior consent accompanied by a Sunpower Group Holdings issued returns authorisation number, which will be provided upon receipt and review of your request. All details requested on the returns material form must be completed to ensure your claim is processed, if the original invoice number cannot be quoted any credit will be based upon our lowest sales price for the goods. We reserve the right to refuse goods returned without prior consent in accordance with the terms and conditions of internet trading. Any goods returned should be adequately packaged and returned at the customer's risk and expense. Please ensure the package is clearly marked with the RMA number and the completed form is included with the goods. Returned goods should be sent to "Returns, Sunpower Group Holdings Ltd, Orion House, Calleva Park, Aldermaston, Berkshire RG7 8SN, United Kingdom". Sunpower Group Holdings Ltd is a registered member of ERP UK Ltd WEEE Producer Compliance Scheme (WEE/XP3338PD/SCH) with the following WEEE Producer Registration Number: WEE/HG0106WW. We are responsible for providing take-back and the recycling of any product purchased direct therefore please contact us to arrange collection and disposal. Sunpower Group Holdings Ltd WEEE Producer Compliance Scheme Certificate
