Customer Service

About Us This web site is owned and operated by Aldous Systems (Europe) Ltd who are completely dedicated to your total satisfaction. If you have any suggestions or comments or if you need to contact us, please email us using the link on the store page or use the details below.

Our Contact details:
Aldous Systems (Europe) Ltd
Unit 21 Stocklake Industrial Park,
Aylesbury, Buckinghamshire,
HP20 1DQ United Kingdom
Phone: +44 (0)1296 719 582
Fax: +44 (0)1296 767230
Email: sales [at] aldoussystems [dot] co [dot] uk

Company number: 04602112
VAT Number: GB806138249 

Making A Purchase Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

We accept Visa and MasterCard. Our payment terminal is via a secure mechanism. If however you do not wish to enter your credit card details you can select "Invoice With Order" on the checkout and we will contact you by phone to obtain payment. If you have made a mistake in your order and cannot correct it in the shopping cart, contact us and we will correct the mistake.

When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Shipping And Handling For shipping anywhere to mainland UK we have a flat rate of £7.50 up to 10kg. Over 10kg an additional 30p is added per kilo. The website will calculate the cost based on weight. 

Shipping to mainland UK is a normal next day service; Highlands, Islands and to Ireland is a 2-3 day service. 

Options are also available for Pre Noon and Pre 10:30AM deliveries. These orders will be shipped with our courier in this manner but no compensation can be offered if the courier fails to meet this timed delivery. 

For overseas shipments you are offered Airmail or Courier. Maximum weight for Airmail is 1kg. Costs are calcuated based on weight. 

Options are available for A Service to Ireland and A and B service to Channel Islands. Please select the approriate options. Where A Service and B Service are referenced the target is for A Service to be next day and B Service to be 2 to 3 days. No compensation can be offerred if these timeframes are not met. 

Shipping cost do vary due to fluctuating oil prices. We reserve the right to change the shipping cost on your order if the website has calcualated the wrong cost. If this happens you will be contacted via email to notify you of the new actual shipping cost before any charge is applied to your credit card. You will have the opportunity to cancel the order if you are not happy with the revised shipping cost. No charge will be applied if you cancel the order at this stage. 

If you elect to ship by Airmail or Royal Mail this is not a signed for service and we cannot be held responsible for lost shipment. If you are concerned about losing the shipment please select the courier option as this is a full signed for service.

Delivery Schedule We will ship your order to you in for next business day for orders received before 3pm and are in stock. Any delay will be communicated to you. International orders are generally received in under 7 days.

You must inform us within two working days if the goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence.

Please Note - if you use our delivery agents "safe place", "leave safe", or "parcel shop" option for your delivery the responsibility for goods passes to you at time of delivery, any losses for safe place/leave safe type instructions are yours, we will not be liable for losses after delivery in these instances (different couriers may use alternative names for this option, any solution where you instruct a courier to leave parcel(s) without being present or able to sign are included).

You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.

Back Orders If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

Tax Charges For orders made from the UK, 20% VAT is added. Orders from within the EU are VAT free if you have a valid EU VAT number. Order outside the EU are VAT free. Your location is determined by the shipping address.

Credit Card Security When the order is placed at our website and you are paying by credit card then you will redirected to a secure credit card payment terminal. We do not receive or store any credit card details.

Guarantee Our Warranty as your supplier is Return to Base, the cost of returning faulty goods is not covered under warranty. The period of warranty cover varies by manufacturer and our warranty period mirrors that of the manufacturer at time of supply. Faulty product will be repaired or replaced at our discretion. Our returns process must be followed. Please complete our technical support request form on our website. Our warranty is strictly for the product that we have sold and does not cover any labour associated with the installation. In the event of a replacement product being offered, this may not be a brand new unit. Any arrangements over and above the manufacturers warranties are at our discretion and on a case by case basis and past arrangements should not be assumed for future cases unless a written and dated agreement is in place. Any item designated as "Graded" ie B-Grade on our website will have the balance of any manufacturers warranty or a minimum of 12 months. 

Reaching Us If you need to reach us, please email us using the link on the store page, alternatively, you can call on +44 (0)1296 719 582 or fax us on +44 (0) 207 691 7844 or write to us atUnit 21 Stocklake Industrial Park, Aylesbury Buckinghamshire, HP20 1DQ United Kingdom.

Returns Policy If you are not happy with the item we will accept returns provided the items are returned within 30 days of invoice and the items are in mint condition and fully resalable. All packaging, documentation and CDs must be fully in tact. Our returns process must be followed. Please complete our technical support request form on this website. Shipping cost of the returned items must be born by the purchaser. A 15% restocking fee will be applied to returns. A credit will be applied to your account for use against future orders.

Remittance Terms Payment should be made by credit card in advance of shipping. Alternatively, if you have a 30 day credit account with us you will be invoiced after deliver and payment must reach us within 30 days of invoice date.

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