How we do business at Ellard
This is a summary of how we make dealing with Ellard, SIMPLE and EASY.
How we do Business at Ellard
Ordering and delivery
After placing your order either written or verbally it will be deemed that we have a binding agreement.
Your written order should clearly describe the products you wish to purchase, quantities, delivery date and address to which order is to be dispatched.
Verbal orders will only be accepted providing you give an order number.
For stock items delivery will normally be within 3 working days, should you wish for an earlier delivery then please contact customer services, next day deliveries may incur additional charges.
On receipt of delivery the customer is responsible for checking the order for correctness.
Once the delivery ticket has been signed Ellard will not accept any claims for shortages or damage. All claims for damage or short delivery must be made within 3 days from the date of delivery.
Ownership of the products will only pass to the customer once we have received full payment of all sums due in respect of the transaction.
If you have returned your order within 7 days of delivery and providing the goods are returned to us in new condition including all packaging, we will process a refund within 30 days. The cost of returning the goods will be your responsibility and at your cost. A re-stocking charge of 10% will be made to cover our administration costs.
We guarantee all Ellard products you purchase as follows:
Tubular motors – 5 years for our premium range, 2 year for our budget range (subject to the customer providing evidence that the product has been correctly installed, used, and maintained during this period)
Sectional Door, Direct Drive, Flange, Foot Mounted and Rolling door motors – 1 year.
Accessories – namely remote control activation and safety equipment 1 year
Safety Brakes – 1 year, providing the electrical protection switch has been connected.
During the guarantee period, if your product does not operate normally because of a defect in the components or manufacturing, we will replace it with the equivalent or identical Ellard product.
The guarantee does not cover the replacement of consumables such as transmitter batteries, fuses or bulbs nor other serviceable items.
The guarantee does not cover reimbursement of any cost of dismantling, refitting the products, costs in consequence of the problem, nor the replacement of consumables such as transmitter batteries, fuses or bulbs.
This guarantee does not affect your statutory rights.
Operation of Guarantee
Please ensure you read and understand our returns procedure as set out below, as failure to comply fully with this may invalidate your claim.
If your product does not function correctly, please re-consult the installation instructions sent with each product.
Should you still experience difficulties please contact our Technical Department on 0161 947 2735, we will try to assist you to identify the cause of your problem and if possible solve it.
Should you consider the product to still be faulty and wish to return it you will need to obtain an RMA number from our Returns Department on 0161 947 2731. The motor should be tagged with this number together with the perceived fault .
Should you require an immediate replacement we will need a new purchase order from you, we will then dispatch a replacement product and you will be invoiced for the goods.
If within 21 days from registering your intention to claim you do not return the product or claim in question available the RMA will be closed. Should you then wish to continue the claim you will have to contact us to re-open the RMA.
When the goods are made available, Ellard will contact you to arrange collection. We will then examine the goods thoroughly and will notify you within 28 days if a refund is justified. Should you not make the alleged faulty product available for our collection within 21 days advising us of a potential problem, then the RMA will be closed and no compensation either monetary or in goods will be made.
This guarantee will under no circumstances apply if malfunctions are due to any of the following:
- If the product has been used for any other purpose than that for which it has been designed.
- If the recommended loadings are exceeded.
- If installation of the product and service recommendations have been disregarded.
- If the product shows any signs of abuse, damage or removal of components.
- The customer has attempted any modification to the product without obtaining prior written approval from Ellard.
- In the event of water ingress, other material contamination, fire, lightning, flood or any other event beyond our control.
Ellard warrant that any product purchased from us is of satisfactory quality and reasonably fit for purpose for which it was designed & supplied.
Ellard declines all liability for the consequences of installation, use or maintenance of the product. It is your responsibility to determine the suitability of the product for its intended use, with reference to the recommended standards and the information we provide you.
You are fully liable for the installation of our products and compliance with all current electrical standards.
We are not responsible for any losses as a result of product failure including but not limited to loss of income or revenue, loss of business, profits, or goodwill in each case whether direct , indirect or consequential, or any claims for consequential compensation whatsoever.
A full list of our trading terms are available on request, please contact our Credit Control Department on 0161 945 4561
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Ellard are part of the Indutrade group of companies and follow Indutrade’s approach to tax.