First-time buyer? Your questions answered.
If you are making a purchase from this site for the first time, here are a few questions you may want answers to. Of course, we have a full ‘terms and conditions of sale'.
1. Do I have to register with you in order to make a purchase?
Yes. But this is very simple – all we require for you to be able to sign-in to your own account, is an email address, a password and your postal address. When you make a purchase, our secure-payments provider, Sage Pay will take your credit/debit/charge card details.
2. If I create an account with Hollybrook Power Supplies will I receive emails from you and other companies?
We will not pass your information to any other company. We will only send you information about Hollybrook Power Supplies offers and promotions if you indicate that you want us to.
3. How do I know if my order has been taken?
You will receive an automated email acknowledging receipt of your order and payment details – along with an order reference number that you can use if you need to contact us. We will then check and process your order. If we have accepted your order, your invoice will be available to view online within 1-2 working hours. If there are any issues, we will contact you by email.
4. At what point do I enter a contract to purchase?
By clicking the ‘accept’ button you are agreeing to our Terms and Conditions . By completing and submitting the electronic order form you are making an offer to purchase goods, which, if accepted by us, will result in a binding contract. When you see the message: ‘Your payment has been successful’, your payment card will have been debited. If, for any reason, we are unable to accept your offer at point of processing we will contact you and your payment will be refunded in full immediately.
5. At what point in the process do I have to pay?
Your payment will be debited as soon as it has been confirmed online that your order has been taken. If we are unable to fulfill your order, we will notify you within 7 working days and give you the option of changing your order or refunding your money in full.
6. What happens if I want to change my order before it’s dispatched?
If you change your mind about your order, you should ring 07827325332. If the products have not been dispatched, then you will be able to cancel your order and start again. In this case, your money would be refunded in full. Please note that we do not currently offer the facility for you to fully track your order status online, however, you can view the main stages of the order process by signing into “My Account” and navigating to the Order Information section.
7. How long will it take to deliver my order?
As soon as you have submitted your order you will receive an email confirming receipt. We will check and process your order by the next working day. Delivery of your order will take a minimum of 1-3 working days. For some products, there will be a longer delivery time. If a product is unlikely to be delivered within 7 working days, we will notify you and give you the option of changing or cancelling your order.
We will also notify you when we dispatch your order. Don’t worry, if an item you have ordered is unavailable we will not supply substitute goods.
We currently only deliver to mainland UK – however this is free of charge. If you need delivery outside mainland UK, please call 07827325332 and we will be happy to take your order over the phone and will discuss delivery options with you.
8. Can I order online and collect in person?
No. We don’t currently offer this service.
9. If I’ve ordered more than one product, will it all be delivered together?
As far as possible we will endeavour to deliver all of your order together.
10. Who delivers the products? And, if I’m not in when they arrive, what happens?
Royal Mail will usually deliver your products, however we may use one of the other main courier companies to deliver larger orders.
If you are not available, the delivery driver will leave a card at the delivery address confirming that a delivery attempt has been made. Follow the instructions on this card to arrange another delivery.
11. Can Hollybrook Power Supplies specify precisely when an order will be delivered?
Orders are delivered between 8.00am – 6.00pm, Monday to Friday. We cannot offer a precise day or time for delivery. However we email you to let you know that your goods are on the way, and to provide an estimated delivery time.
12. Can I telephone Hollybrook Power Supplies to check the status of my order, and for answers to other questions I may have?
Yes. As soon as your order is registered on Hollybrook Power Supplies system, you will be able to call on 01843 834570. It may take 1-2 working hours for your order to be registered, but once it is, we will be able to tell you the exact status of your order. Please note that we do not currently offer the facility for you to fully track your order status online, however you can view the main stages of the order process online. We are available Monday-Friday 9.30am to 5.30pm.
13. What happens if I want to change the product after I’ve received it?
We have a no-quibble returns policy. However, you must advise us within 7 working days if you change your mind about the product. You can do this by emailing us at: firstname.lastname@example.org Once you have advised us, you have up to 28 days in which to return any product purchased from the Hollybrook Power Supplies. If the product is faulty, or you can show that it was damaged prior to you taking receipt of it, then we will refund the cost of the product as well as the reasonable cost of carriage to Hollybrook Power Supplies. If, however, you have simply changed your mind, only the cost of the product can be refunded, and it must be in re-saleable condition. Refunds will not be made for goods that show signs of attempted installation, whether or not in original packaging. Once the item is accepted back by Hollybrook Power Supplies, we'll issue a full refund for the product to your original payment method.
14. What happens if items are damaged in transit?
We strongly advise that you check all of your goods before you sign for them on delivery. If any items are damaged in transit, you must report this to us within 48 hours of delivery. If the items are visibly damaged on receipt, it's best to sign the courier's delivery note accordingly. Items should be returned in their original packaging complete with all documentation and in accordance with the steps laid out in our Returns Policy. Once received back into our distribution centre we will issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.
15. What happens if part of my order is not delivered?
You must advise us within 48 working hours of delivery if part of your order is missing. You can do this by emailing us at: email@example.com
16. What happens if items develop faults within the warranty period?
Any product that you order from the Hollybrook Power Supplies carries a 12-month warranty. Items should be returned via the steps laid out in the Returns Policy. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.
17. Once I have arranged a return and refund, what happens?
Please refer to our Returns Policy for full details.
18. Prices and delivery costs
All our prices exclude VAT. VAT will be added at the checkout at the current rate of 20%.
Cost of delivery to addresses within mainland UK will be shown at check out. For deliveries outside mainland UK, please call 07827325332.
19. How to contact Hollybrook Power Supplies by phone
For general enquiries, product advice and telephone ordering, please call: 07827325332
Our phone lines are open Monday - Friday 9:30am – 5:30pm (excluding Bank Holidays).
If calling from outside the UK, please dial 0044 (0) 7827325332
20. How to contact Hollybrook Power Supplies by post
Hollybrook Power Supplies
11, Sea Road
Westgate on Sea