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Terms & Conditions

These Terms & Conditions govern your use of the Austin Kelso service and website. By visiting the Austin Kelso & Sons website you accept, and agree to, the content of these Terms & Conditions. We reserve the right to change the Terms & Conditions at any time and it is your responsibility to check regularly before ordering. This does not affect your statutory rights.


When an order is placed with us you will receive an email with your invoice and details of the products you have ordered. We ask all customers to double check that what has been ordered is correct, we will allow 12 hours after ordering for you to check your order, this applies to internet and telephone orders.

Product Specifications & Suitability

Published product details, specifications and suitability information is the best available at the time. Austin Kelso & Sons shall not be held responsible for the accuracy of any advice given regarding the suitability (or otherwise) of any appliance. If you think that a picture on one of our websites shows a product in a misleading way then please let us know as soon as possible - we will never knowingly publish misleading or incorrect product descriptions/images.

Goods damaged in transit or defective

When you receive your order we ask that you check the order when it arrives. If you have not checked the order please sign for it as "unseen" or "unchecked". If anything is damaged please let us know as soon as possible.
You have up to 7 days from receiving the order to let us know if something was damaged. Within that 7 day period we will replace or repair free of charge any items that were damaged.
Please contact us first if you receive damaged goods - we will not pay for replacement parts or repair services arranged without our consent.

Goods lost in transit

If goods are lost in transit then please let us know as soon as possible, We will then chase up the delivery and if it cannot be found we will send out replacements free of charge. If the goods have been lost in transit then you can of course cancel the order if you so wish.


We will refund you for cancelled orders within 30 days of the order being cancelled. We may refund straight back to the credit/debit card that was used to pay for the order or by cheque sent by first class post. We cannot return deposits on non stock items which have been ordered in especially for you.


You can return any goods to us within 7 days of receiving the goods. If you cancel the order then it is up to you to return the goods to us - we can of course make some suggestions as to carriers that you might choose to use. While you have the goods and while they are in transit it is your responsibility to take reasonable care of them. If they arrive back to us damaged then this will be taken into account. For this reason we recommend that you ensure that the goods are sufficiently insured for their return journey to us. Where you are cancelling and returning the order to us we will also refund the cost of the original delivery to you (but not the cost of the delivery back to us). To cancel an order simply contact us.

You are advised to retain the packaging. You will find it difficult to return the item without appropriate packaging.
The goods must not have been fitted, installed or used in any way.
The goods must be unmarked and free from blemishes of any kind, and you must return them in a saleable condition


You can pay by credit/debit card over the phone, by cheque (details will be on your invoice), or by bank transfer - please contact us to arrange bank transfers.


If there is likely to be a problem with access for a large 7.5 tonne lorry, please contact us in advance of placing your order. Examples of areas that we cannot deliver to are: long, gravelled drives, areas inside walled cities with height restrictions from all directions, narrow lanes. We may be able to make alternative delivery arrangements if you contact us in advance.
If the carriers are unable to deliver to you, they will charge us for the failed delivery and the return. If you have not told us of any potential problems, we shall have to hold you liable for these charges.
If you cancel an order after we have started to ship it, we regret that we have to make a shipping charge to return it to our warehouse, even if the products have not reached your address.

Dispatch for delivery normally takes up to two weeks, depending on availability. It can take up to six weeks in some instances, if the lead time is longer than six weeks you will be informed by email of the estimated lead time for your goods. Cheque payments must be cleared before goods can be released from stock.

The carriers will normally contact you a day or two before delivering, to arrange a suitable delivery time.
The carriers will only deliver the goods to the nearest entrance to your property; they will not be able to bring the goods inside. This is for insurance and health and safety reasons.

Delivery is usually made on a pallet if the order is large, or by courier delivery if the order is smaller.
Please ensure that there will be someone at the delivery address on the day scheduled for delivery, available to help the driver unload and take the items to the delivery destination.

Please do not sign for or accept any goods until unpacked and checked in full. Only sign if you are satisfied with the condition of your purchase. Items which have been signed for are deemed to be complete and in good condition, and we cannot then accept claims for damage in transit or missing items after 48 hours of receipt. If goods are damaged and have been signed for in good condition we will require photographs of the damage.

If the carriers are unable to deliver to you, they will charge us for the failed delivery and the return. If you have not told us of any potential problems, we shall have to hold you liable for these charges.

The delivery charge quoted on our sale page only allows for the goods to be delivered to mainland England, Wales and most of Scotland only.  Areas in the Scottish Highlands will be subject to an additional charge, although this will always be confirmed before your order is processed.  

All orders with a value under £300 including VAT will be subject to a £10.50 delivery charge or £15.00 to more remote areas.

Re-Delivery Charges

If a pallet has to be redelivered because there is no-one to receive the delivery on the arranged date then a redelivery charge may be due. We will contact you if this is the case.

Late Deliveries

Delays whilst in transit are possible and are out of our control. Please let us know if your order has not arrived and we will chase it up for you. For this reason we recommend that you ensure that you have the goods before booking an installer.
For this reason also we are not liable for any costs incurred as a result of a delivery being late, or incorrect - see the item below.

Costs incurred by you

We are not liable for any costs incurred by you or any loss of earnings. For example if a delivery is late and you have to rebook an installer then we are not liable for any extra charges that installer may charge you. Neither are we liable for any loss of earnings as a result of you taking time off work to accept a delivery even if it is late.


All the prices shown on our websites include VAT. Although we make every effort to keep our price information up to date on our websites mistakes are possible. Where a price has been incorrectly shown we will let you know as soon as possible. You are perfectly within your rights to cancel any order should you find the price is different to the one shown on our web site or given over the phone.

Your details

We hold information such as your name and address. This is necessary for our accounts and to easily look up your order or contact you if we have to. We will not hold data that we do not need and we do not store any credit card details. There are security policies in place in case of unauthorised data access attempts. We will not sell or give your information out to any third party. If you have not made an order with us then we will delete any of your details that we hold if requested.

Pictures of products on our websites are designed to give an idea of what the product looks like but you may find that the product looks slightly different in your home. Things like lighting and colour schemes can have a big effect on what something looks like.
The content of the pages of this website is for your general information and use only. It is subject to change without notice.
Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and many graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

You may not create a link to this website from another website or document without our written consent.
Use of this website and any dispute arising out of such use of the website is subject to the laws of England and Wales.
Unauthorised use of this website may give rise to a claim for damages and could be a criminal offence.