Carriage & Minimum Order Policy
Standard Delivery
Our standard delivery lead time for stocked items is 3-4 working days from receipt of order to UK Mainland only. Please contact the Customer Services Team for any deliveries not to the UK Mainland for freight quotations prior to ordering.
Minimum Order Charge
For any orders under £300.00 net price (excluding VAT) there will be a £25.00 minimum order charge applied.
Next Day Delivery
A Next Day Delivery service is available for orders placed with us before 12 noon Monday to Thursday and before 11 am on a Friday. The below additional charges are applicable:
Next Working Day (8am-6pm) £15.00
Next Working Day Pre 10.30am £25.00
Next Working Day Pre 12.00 noon £20.00
Saturday Delivery (area dependent) £25.00
Customer Care
Dorman Smith Switchgear Limited are committed to a programme of continuous improvement to ensure that at all times we provide excellent customer service, product quality and efficient processes.
Our dedicated teams of Key Account Managers, Internal Sales Co-Cordinators, Designers, Technical, Manufacturing, Logistics and Quality personnel all work together to provide a system of positive support and potential growth for our customers.
In this way we view our customers as partners and value all feedback received, be this positive or negative.
Your feedback allows us to identify those areas in which we are excelling and those areas where we can best focus our attention and make improvements in the future for mutual benefit.
If you have any feedback on our service or products then please contact us via Telephone on 0844 225 1063 or via email to sales@dormansmith.co.uk
Product Returns Policy
Faulty Product Return
Dorman Smith Switchgear Limited products have a 12 month warranty period from date of invoice. This warranty covers the mechanical and electrical components so long as the products have been installed in accordance with our installation instructions and that the installation was undertaken and checked by a fully qualified person.
Authorisation for any product return must be issued in advance of the product being returned to Dorman Smith Switchgear Limited via a unique Returns Reference Number.
If you suspect that a product purchased from Dorman Smith Switchgear Limited is faulty then please contact our Customer Services Team to be issued with a Returns Reference Number:
Tel: 0844 225 1063
Fax: 0844 225 1064
Email: sales@dormansmith.co.uk
Our Returns Reference Number must be stated on the Debit Note accompanying the goods and any correspondence in order for your return to be processed as quickly and as efficiently as possible.
Dorman Smith Switchgear Limited will then arrange collection of your goods for return to our premises for further investigation by our Quality Department.
If Dorman Smith Switchgear Limited accepts the product as suspect faulty and/or faulty then credit will be issued against your Debit Note in good faith. Dorman Smith Switchgear Limited reserves the right to not issue credit where our investigation confirms that no fault has been found and the product performed as required. Written notification of non-acceptance and/or discrepancies regarding your Debit Note will be issued by our Customer Services Department.
Faulty Product Report
Dorman Smith Switchgear Limited can provide a report for suspect faulty and/or faulty products if this is stated as required at the time of issue of the Returns Reference Number by our Customer Services Team. The below mentioned documentation must be completed and returned to the Dorman Smith Switchgear Limited Quality Department before any investigation and report issue can take place:
1. Product Defect Form
2. Quality Questionnaire
These forms can be provided by our Customer Service Team as per the below contact details:
Tel: 0844 225 1063
Fax: 0844 225 1064
Email: sales@dormansmith.co.uk
The below criteria applies for all products where a report has been requested:
1. Installation must have been completed by a fully qualified and competent person.
2. All Dorman Smith Switchgear Limited Installation Instructions have been followed.
3. All required testing has been completed and copies of certificates provided.
4. All products have been purchased from one of our authorised distributors.
During the product testing period the product will remain the property of the customer. Once testing has been completed and the report issued then all products will be returned to the customer.
If a fault occurs with a fully built assembly switchboard then please contact the nominated panel builder directly for investigation and resolution.
Damaged Product Return
You must notify the Dorman Smith Switchgear Limited Customer Services Team of any visibly damaged product and/or packaging within 48 hours of receipt of delivery by our courier at your premises. The contact details for our Customer Services Team are as below:
Tel: 0844 225 1063
Fax: 0844 225 1064
Email: sales@dormansmith.co.uk
Authorisation for a damaged product return must be issued in advance of the product being returned to Dorman Smith Switchgear Limited via a unique Returns Reference Number available from our Customer Services Team. Our Returns Reference Number must be stated on the Debit Note accompanying the goods and any correspondence in order for your return to be processed as quickly and as efficiently as possible. Dorman Smith Switchgear Limited will then arrange collection of your goods for return to our premises.
If Dorman Smith Switchgear Limited accepts the product as damaged in transit then credit will be issued against your Debit Note in good faith. Dorman Smith Switchgear Limited reserves the right to not issue credit where the packaging and product have been checked and no damage is identified. Written notification of non-acceptance and/or discrepancies regarding your Debit Note will be issued by our Customer Services Department.
Stock Cleanse Policy
As part of our continued customer support program we offer a Stock Cleanse Policy in order to ensure as an authorised distributor you are holding the correct product mix in order to support the demand for Dorman Smith Switchgear Limited products in your area. As per your signed Customer Agreement with Dorman Smith Switchgear Limited you may be entitled to participate in our Stock Cleanse process once per calendar year. The Dorman Smith Switchgear Limited Stock Cleanse process is subject to the below mentioned terms and conditions.
Nothing within this policy supersedes or replaces any element of the Dorman Smith Switchgear Limited Standard Terms and Conditions of Sale, which can be found on the Dorman Smith Switchgear Limited Website or a copy can be provided on request from sales@dormansmith.co.uk.
Goods returned without strict appliance with this policy will not be accepted and returned to the customer at their cost plus a handling charge of 10% of total value.
Authorisation
In order for authorisation to be granted against our Stock Cleanse Policy the below criteria must be met:
Written request of product codes and quantities for return to be submitted to our Customer Services Team.
All products meet the eligibility for return as stated below.
1. On site visit by your Key Account Manager undertaken where goods inspected and suitably packed ready for return.
2. Returns Authorisation Number issued by Customer Service Team.
3. Customer Eligibility
In order for the Stock Cleanse Policy to be applied the below customer criteria must be met:
1. A current, active and signed Business Development Plan must be in place for each fiscal year.
2. The customer is an active customer and stockist of Dorman Smith products.
3. The quantity of Stock Cleanses per calendar year has not been exceeded.
4. A 2-for-1 Purchase Order is placed with Dorman Smith for twice the value (ex VAT) of the goods being returned in the Stock Cleanse.
Product Eligibility
The below criteria applies for all products to be returned as part of a Stock Cleanse:
1. All products must be in 100% re-saleable condition in their original packaging with kits and installation instructions.
2. All packaging must be undamaged and unmarked.
3. The product must be part of our current product range and be pre-approved for return.
4. All products must have been purchased by the distributor branch who is requesting the credit.
Any products with the below criteria will not be accepted as part of a Stock Cleanse:
1. Any products which are non-standard and have been made specifically to a customer’s requirements, including Factory Built Assemblies.
2. Any damaged products, products not in their original packaging or with kits and/or parts missing.
3. Any products which are obsolete and are not part of our current product range.
4. Any product which is not pre-approved for return on our Stock Cleanse Return Form.
Return of Goods
The responsibility for return of the goods is with the customer and must take place within 30 days of the authorisation for return date.
All palletised returns must be securely and safely packed with shrink-wrap and no overhang.
Please ensure that the heavier products are placed at the bottom and all distribution and panel boards must be palletised horizontally in order to avoid any damage in transit to our premises.
Cancelled Order Policy
Under certain circumstances Dorman Smith Switchgear Limited will accept order cancellations. The request to cancel an order / order line must be in writing and sent to our Customer Service Team as per the below contact details:
Tel: 0844 225 1063
Fax: 0844 225 1064
Email: sales@dormansmith.co.uk
The Dorman Smith Switchgear Limited order cancellation process is subject to the below mentioned terms and conditions;
Standard Product
Written cancellation request for standard product lines will be accepted so long as the item(s) have not been despatched from our premises. Confirmation of the cancellation will be provided by a member of our Customer Service Team. If your order has already been despatched from our premises then return of the item(s) will be classed as a Surplus to Requirements return as stated in Option 2 of our Stock Cleanse Policy.
Non-Standard Product
Any products that have been manufactured to a specific customer requirement are not able to be cancelled as part of this policy. Non-standard products can include the below product types:
1. Factory Built Assemblies
2. Configured devices with internally / externally fitted accessories.
3. Air Circuit Breakers.
4. Any standard product where the design has been altered to a specific requirement.
(The above list is not exhaustive and other products may be classed as non-standard)
All non-standard products that have already been despatched at the time of receiving the written cancellation request will not be able to be cancelled or returned.
Quality Policy
Dorman Smith Switchgear Limited are committed to the design, manufacture, assembly and distribution of Low Voltage Switchgear for electrical distribution and circuit protection devices, that comply with our own specifications, Customers’ stated or implied requirements and any applicable regulatory and legal requirements.
To this end the company operates a Quality Management System (QMS) to meet the requirements of ISO 9001:2015. This is implemented in all areas and functions that have an effect on the quality and will be monitored both internally and by an independent UKAS accredited certification body. Dorman Smith Switchgear Limited is committed to continual improvement of its QMS. Whenever appropriate the system will be updated to improve its effectiveness to ensure quality of products provided and our service, to achieve our quality objectives and to set new quality objectives as appropriate, in line with changes from Interested Parties and in accordance with regulatory and legal changes.
This policy is subject to annual review to ensure that it remains appropriate as the business progresses.
A signed copy of this Quality Policy is available to all Dorman Smith Switchgear Limited staff within the organisation and is available to view on our Website www.dormansmithswitchgear.com or a PDF copy can requested via email to sales@dormansmith.co.uk
WEEE Recycling Policy
What is WEEE?
The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors (including retailers) must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items.
Why recycle?
Unwanted electrical equipment is the UKs fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.
How we can help
Dorman Smith Switchgear Limited electrical equipment is marked with the crossed-out wheelie bin symbol which means that these items are not able to be disposed of in a standard bin and they require to be disposed of in a responsible manner.
We offer a Business 2 Business Take Back Scheme for Dorman Smith Switchgear Limited electrical equipment via our nominated waste disposal company as per the details below:
The Wastepack Group Ltd
Waterloo House, Unit 27
M11 Business Link
Parsonage Lane
Stansted
Essex
CM24 8GF
Tel: 01279 620000
Email: help@wastepack.co.uk
Website: http://www.wastepack.co.uk (Then click on Business WEEE Collections / Final or End User)
WEEE Compliance Scheme Approval Number: WEE/MP3138PU/SCH
Dorman Smith Switchgear WEEE Registration Number: WEE/MM1374AA
Please be advised that all costs and expenses arising from the collection, treatment, recovery and environmental disposal of electronic equipment shall be the responsibility of the buyer, as per our Terms and Conditions of Sale, copy available on request via email to sales@dormansmith.co.uk or via our website at www.dormansmithswitchgear.com