Utsumi UK Ltd T/As pitwalk.co.uk may update their terms & conditions from time to time, please print this page for reference on the day of your purchase if required. Last updated 17/10/2017

Introduction

Pitwalk works extremely hard to ensure that our prices are kept as low as possible. In order to continue offering all of our customers these low prices, please take a minute to read through the terms and conditions below, before you complete your purchase with Pitwalk

If you are unsure or have any issues with our terms and conditions outlined below, please do not hesitate to email our customer support team who will be more than happy to answer your queries by reply and keep any enquiries on file. Please read all sections of the terms and conditions thoroughly.

By placing an order through our website, you are accepting the terms and conditions explained below. If you do not agree to these terms then you may not use our site.

Description of Goods

All of our images, descriptions, specifications and advertising are correct at the time of creation using information given to us by the manufacturer/distributor of the product. All information given on our website is approximate and is intended as a guide only. Our listings are regularly updated and checked so we can ensure they are as accurate as possible. For any specific product enquiries, we would recommend speaking with one of our customer services agents, who can check these details with the supplier.

We make every effort to ensure that our images correctly represent our items, however due to variations in colour preference and set-up on computer monitors there may be a slight variation of colour when displayed on different devices

Delivery Information

All standard & expedited deliveries are made during Monday to Friday from 7 am to 7 pm, excluding weekends and public holidays or any holidays stated on our website.

Standard Delivery to United Kingdom
ROYAL MAIL RECORDED (3-5 DAYS)
Flat Rate: £3.95 per order

Expedited Delivery to United Kingdom
DPD (1-2 DAYS)
Flat Rate: £6.95 per order

Standard Delivery to Europe

DPD EXPRESS - EUROPEAN UNION (3-5 DAYS)
Flat Rate: £14.95 per order
Ships to: France, Germany, Denmark and 24 other countries

Standard Delivery to Rest of the World

DPD EXPRESS - REST OF WORLD (3-7 Days)
Flat Rate: £17.95 per order
Ships to the rest of the world.

Important Information

We aim to deliver all of our orders within the advertised delivery lead times, however, all delivery times are provisional and Pitwalk cannot be held responsible for any expenses or costs caused by unexpected delays due to logistics.

Please note; if there are any items out of stock on your order, all items will be delivered when these items come back into stock. If there is an item on your order that is out of stock, a customer support adviser will contact you with an expected delivery date, and if you would like the items in stock to be dispatched immediately we can arrange this for you and send your other items to follow when they are available.

Damage in Transit

All goods delivered within the UK and Ireland are insured against damage in transit. Due to time restrictions put in place by the Transport Company and manufacturers, we cannot consider any claims for damage after 7 days (unless stated differently by writing prior to delivery).

Please ensure that all items are checked fully on delivery, by either yourself or an informed party. Any damage needs to be reported to Pitwalk customer service within 7 days of delivery. After this time we are no longer able to claim from the transport company or the distribution company. This can be reported to Pitwalk customer service via email or by telephoning general enquiries. 

Any claims made 30 days after the delivery date will not be considered.

Shortages

Please ensure that all items are checked fully on delivery, by either yourself or an informed party. Any shortages need to be reported to Pitwalk within 7 days of delivery (unless stated differently by writing prior to delivery). After this time we would have to charge for any replacement parts or items. This can be reported to Pitwalk customer service via email or by telephoning general enquiries.

Collections

Pitwalk offers collection from our distribution warehouse based in Bromsgrove, Worcestershire, however, we do not have showroom facilities at the collection point and any orders must be placed before collection.

Cancelling an Item

You can cancel an order placed with Pitwalk up to 30 working days after delivery. 

30 Days Money Back Guarantee

All items are backed by our 30-day money back guarantee if your purchase has not been used and in its original condition. Just contact our aftersales by submitting a ticket through our online help desk within 30 days of delivery.

We will then email you a returns form with returns reference number. We would then ask you to complete the returns form and send your item back for a refund with the form. Goods are refunded within 30 days.

Please note; the cost for collection of the old item, and delivery of the new item is at the customer's expense.

We do not under any circumstances offer refunds after 30 days of delivery.

90 Day Exchange Guarantee

All items are backed by our 90 days exchange guarantee. Just contact our aftersales by submitting a ticket through our online help desk within 90 days of delivery with the following information;

• Email Address
• Name
• Contact Telephone Number
• Invoice Number
• Product detail of item returning
• Reason for request to exchange
• Details of your preferred item

Exchanges made over 30 days after delivery, will be liable for a 25% restocking charge.

We will then advise you of availability, price difference and delivery costs, and also the best way to pay for the new item. You will then be issued with your returns information to send the item back to us. When we have received the returned item, we will then send your preferred item within 7 days of receipt.

Please note; the cost for collection of the old item, and delivery of the new item is at the customer's expense.

We do not under any circumstances exchange an item after 90 days of delivery.

All goods must be returned to us in their original packaging in a sellable condition. Pitwalk reserves the right to refuse any goods that are returned to us, and do not meet these requirements.

Product Guarantee

All items supplied by Pitwalk have a minimum of 6-month guarantee against manufacturing defect unless stated longer. In order for us to consider your guarantee claim, a copy or details of your original proof of purchase will be required (Sales Order Number and delivery post code).

Any claim made over 12 months without a copy or details from your original proof of purchase will be liable for a £10 administration fee prior to the claim being considered, to cover our administration costs obtaining the necessary information.

The guarantee does not cover accidental or malicious damage, improper use or negligence, discoloration due to long exposure to sunlight or UV lights, and general wear and tear to working parts.

At our or suppliers discretion, we will replace in part or whole a product which is defective in operation, materials or workmanship. If the model purchased is no longer available we will endeavour to provide the closest equivalent from the range that we have available. To be covered by the guarantee, all items should be used in accordance with the manufacturer's instructions and used for  domestic purposes only. This guarantee is for the original purchaser/end user only and is non-transferable to a third party. The guarantee becomes active from the date of purchase.

Our Guarantee is in addition to your statutory rights and does not affect your statutory rights.

In the unlikely event that damage or faults do occur, we will either;

1. Refund
2. Provide a Replacement Part
3. Repair the Product
4. Exchange 

Firstly please report the damage or fault by contact our customer service by submitting a email so that we can open a case. The more information you provide, the quicker we will be able to diagnose the problem and reach a resolution. Unfortunately, merely stating that the item is ‘faulty’ is not sufficient information for us to assess the problem, and will cause significant delay to resolving the complaint.

Please email us initially with your name, invoice number, Item description, date of purchase, payment method and contact telephone number, along with details of the fault or damage. Photographic evidence of the fault also speeds up the process, as this enables our customer support team to locate the best solution as quickly as possible.

Without photographic evidence, we can offer a collection for inspection. If the item is deemed faulty, then we will repair/ replace the item and return it to you. If no fault is found when the item is inspected, you would be liable for both the collection costs and the cost of returning the item to you.

1. Refund

If your purchase is within 14 days of delivery and you are unsatisfied with any solutions offered by the customer services department, then we can offer you a refund on the item including your initial postage costs. Just send an email through to the Pitwalk after sales team with an explanation and we will email you the returns form and your returns reference number.

Please complete the returns form and send your item back for a refund. Please ensure that the item is returned in its original condition and packaging. Goods are refunded within 30 days. If your purchase is outside of the 14 days we do not refund under any circumstances.

2. Provide Replacement Part

If your item is within 6 months of purchase, we can offer replacement parts and instructions to repair the item. This is the quickest and most efficient way to resolve the majority of problems. Just send an email through to the Pitwalk after sales team with an explanation and they will confirm your address and get suitable parts sent out for you as well as instructions to fit these parts. Most parts are dispatched the same day, and are with you in 2-3 working days.

3. Repair the Product

If your item fails due to a manufacturing fault within the first 6 months (from the delivery date) we can collect and repair the item. Just email our after sales team with information regarding the fault, and they will reply with the relevant returns form and information to return the item to us. We will then arrange with you a suitable date for collection during working hours (8 am -6 pm, Monday to Friday) and we will then arrange this with our couriers.

Once the item is back to us, we will then process the item and establish the fault ready for repair. Once repaired, the item will then be dispatched back to you on a courier, and should be with you within 48 hours. This whole process can take up to 21 working days, depending on the nature of the fault with the item. The majority of repairs are very straightforward and can be solved without returning the goods to us. Returning the item to us is a lengthy process and is not recommended in most circumstances because of this, however the option exists for any problems that require this action.

4. Exchange

You also have the option to exchange your items for alternatives within 14 days of delivery. Please be advised, you will be liable for both the return costs for the old item and re-delivery costs of the newly ordered item. Exchanges made over 14 days after delivery will also be liable for a 25% restocking charge.

Just email the after sales team within 30 days of delivery including your order information and details of your preferred item. They will then advise you of availability, price difference and delivery costs, and also the best way to pay for the new item. You will then be issued with your returns information to send the item back to us. When we have received the returned item, we will then send your preferred item within 7 working days of receipt.

If your purchase is over 14 days of delivery but less than 90 days of delivery, we can still offer an exchange as above, however, we will charge a 25% restocking/handling charge. We do not under any circumstances exchange an item after 90 days of delivery.

All goods must be returned to us in their original packaging in a sell-able condition. Pitwalk reserves the right to refuse any goods that are returned to us, and do not meet these requirements.

Important Returns Information

• All items being returned to us must be returned with a valid returns form to ensure a fast resolution

• The purchaser is responsible for the items arriving back to Pitwalk in good condition. Packaging may need to be improved for some delicate items such as ceramic or composite sinks. For packaging advice we would recommend talking to the courier that you intend on sending the item with

• We strongly recommend you send the item back via recorded delivery/tracking service as items will not be refunded unless we have proof of delivery. We also recommend insuring the items for transit in case of damage

• Items can be returned in person but must be prearranged with customer service prior to you returning the item. 

• For any claims you will need to produce a valid proof of purchase. 

International Customers - Non-UK

For non-UK customers, we guarantee all goods as above but we cannot cover postage costs for replacement parts to be sent if required.

Site Content and Disclaimer

This site is owned and operated by Utsumi UK Ltd, whose registered office is at

Unit 2, Prior Wharf
Waterside, Harris Business Park
Hanbury Road, 
Stoke Prior
Bromsgrove,
Worcestershire
B60 4FG

The contact telephone number is 0843 713 1122, and the registered company registration number is 05399295. VAT registration number is 866 7532 81

Any material downloaded or otherwise obtained through the use of this website is done at your own discretion and risk and that you will be solely responsible for any damage to your own computer system or loss of data that results from the download of any such material.

Applicable Law - International Customers

We control and operate the web site from our offices within England. Accordingly, the laws of England and Wales govern claims relating to, including the use of, this web site and the materials contained therein. If you choose to access our web site from outside England and Wales you do so on your own initiative and you hereby agree that in the event of a dispute between ourselves and you the laws of England a and Wales will apply at all times.