Collection: Shipping Policy
Shipping Policy
- General Shipping Terms
We offer delivery services for all our products to mainland UK addresses only. For security reasons, we only ship to the billing address registered with your payment card. If the billing address is overseas, the order will be cancelled and refunded. Once an order has been placed, we cannot amend the shipping address.
We do not deliver to postcodes beginning with ZE, TR, SR, PO, PH, KW, IV, PA, JE, IM, HS, GY, PH, KA, BT, or to Northern Ireland, the Isle of Man, or any offshore islands.
2. Delivery Timelines
The delivery timelines for our different products are as follows:
● Media Walls: Manufactured within approximately 4 weeks from CAD drawing confirmation, with delivery typically taking 3-7 working days thereafter.
● Media Wall Fires: If in stock, dispatch occurs the next business day, with delivery within 3-5 working days.
● Wall-Mounted Fireplaces & Electric Fireplace Suites: Manufactured within 3-4 weeks and delivered within 3-7 working days after completion.
Delivery timelines are estimates and may vary due to unforeseen circumstances. We are not liable for any losses incurred due to delivery delays.
3. Delivery Procedure
Our two-person delivery service includes bringing the item into your home and placing it in a room of your choice. However, delivery is strictly limited to ground floor access only (no stairs, lifts, or flats). Customers must ensure that the product dimensions allow for entry into their home. If the item cannot be accommodated, it will be left in a safe place at the customer’s risk. A scheduled delivery date and a convenient 3-hour time window will be provided.
4. Delivery Checks & Acceptance
Upon delivery, you must:
● Verify that you have received the correct number of parts before signing the delivery note.
● Check the package labels on each piece of the product, which indicate how many parts should be received (e.g., 1 of 4). Count the parts and ensure the total matches the package labels before signing the delivery sheet.
● Respond to the text message or email sent by the delivery company and confirm the number of parts included in your delivery.
● Ask the delivery driver how many parts are to be delivered and count them upon arrival.
● Confirm your name appears on the packing label and that you are receiving the correct product before signing the delivery sheet.
● Inspect the external packaging for visible damage. If there is external damage, refuse the delivery and notify us immediately.
● If you do not receive the correct number of parts, email the delivery company (contact details provided in the delivery notification email) or contact us at sales@prebuiltmediawall.com.
Please notify us within 48 hours of delivery if you identify any internal damage or missing parts. Failure to do so may limit our ability to resolve the issue. Before installation, fully check all parts for damage, as we will not be liable for any claims once the product has been installed.
5. Installation Liability & Advisory Notice
Customers are responsible for inspecting all parts prior to installation. We shall not be held liable for any damage, defects, or missing components once the product has been installed. It is the customer’s duty to ensure that all necessary checks are performed before commencing installation. We strongly advise that no tradespeople or installers be booked until the product has been delivered in full and thoroughly inspected. Any costs incurred due to premature booking of installation services will not be reimbursed under any circumstances.
6. Third-Party Carriers
If a customer or a third-party carrier collects or transports an item from the original delivery address, Evolution Fires shall not be held responsible for any damage, loss, or deterioration of the product that occurs after the initial delivery has been completed. Once the product has been signed for and handed over to a third party, any claims for damage must be directed to the respective carrier, as Evolution Fires will have no further liability.
We strongly recommend that customers carefully inspect the item before arranging for third-party transportation. If damage occurs during third-party transit, customers must seek resolution directly with the carrier used. Evolution Fires will not process refunds, replacements, or claims for damage occurring due to customer-handled transport.
7. Refunds & Returns
If you refuse delivery due to visible external damage, you will be entitled to a replacement or refund. If an item is faulty or damaged upon opening, please contact us within 48 hours of receipt. Returns and refunds are subject to our Returns/Cancellations Policy, which complies with the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
8. Contact Information
For delivery-related queries, please contact our team at sales@prebuiltmediawall.com .
This policy does not affect your statutory rights.