Welcome to our new website.

Please create a new account should you wish to purchase our products or register for an extended warranty. Submission of your details will ensure compliance with the Data Protection Regulations (GDPR).

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My Account

FAQs

We’re here to help!

Q
MY ONLINE ACCOUNT - What does it mean to sign in / save my details?
A

Signing in to your account will make your checkout process quicker and easier.

You can view your order history and request a copy of your invoice. You can also manage your personal details, delivery addresses and payment cards, as well as change your password and marketing preferences.

Q
MY ONLINE ACCOUNT - Why can’t I sign in?
A

If you’ve shopped with us online before, try signing in with the email and password you registered with.

If you can’t sign in, please Reset your password

If you’ve not shopped online with us (even if you have shopped in store or over the phone before), you’ll need to Register your email address and set up an account.

Q
MY ONLINE ACCOUNT - I have forgotten my password, what do I do?
A

Go to the Reset your password page, where you’ll need to enter your email address. Then we will send you a temporary password. Once this has been entered, you’ll be prompted to enter a new password.

Q
MY ONLINE ACCOUNT - How do I add or amend my online payment card details?
A

Go to the Payment Cards section of your account to add, remove or amend card details.

Alternatively, if you are placing an order, you can use your new card details at the checkout and you have the option to save the card details so that they can be used at future orders.

Q
MY ONLINE ACCOUNT - How do I add or amend my saved addresses?
A

Go to your Address Book to add or amend your saved addresses.

Q
MY ORDER - How do I make an order online?
A

Making a purchase could not be easier.  Just browse our shop and click on any items that you wish to buy and put them in the shopping cart.  After you have finished your selection, click on ‘Order’ and you will be asked a few details that we will need to complete the order.  Payment is taken in full at time of ordering through our secure payment system.

Should any items be out of stock or be discontinued we will contact you and either offer an alternative or a full/partial refund where necessary. (You may send your credit card information via phone or over internet.)

Q
MY ORDER - Can I amend my order?
A

Once you’ve placed an order, your order is sent immediately to our Woodley UK factory to build to order or despatched from the warehouse.   If you contact us urgently we will try to amend your order.  Please call 0118 969 1611.

Q
MY ORDER - Will I receive an order confirmation?
A

You will receive an order confirmation via the email address you have given during our order process.

Your invoice for any delivered products will be attached to the despatch confirmation.

Q
MY ORDER - What is a product code and where can I find it?
A

A product code is our unique code (SKU) that enables us to easily identify a product.

You will find the product codes (SKUs) listed in the catalogue, as well as under the product title on the website.

Q
MY ORDER - What is a SKU?
A

An SKU is another word for a product code (see question above).

Q
MY ORDER - I am ordering a high quantity of an item, can I get a discount?
A

All of our products are already fully discounted for our customers, however, if you require a high quantity of a particular product, please contact us to discuss your requirements.

Q
MY ORDER - I have placed an order, when will I get an invoice?
A

Your invoice will be sent out to you on the day that the goods are despatched.

Q
MY ORDER - I have received my order and there is an item missing what can I do?
A

First, check whether you have received all parcels on the consignment.  If you have received all of your parcels, but an item is still missing, please contact us with the order number and product details so that we can check.

Q
MY ORDER - I have received my order but there is some damage what can I do?
A

Please let us know immediately (Contact Us ) about any damaged goods.  We will need to know the order number, and product details so we can investigate further.  If possible, it would be helpful if you could send photos of the damage too.

Q
MY ORDER - What are the Business opening times?
A

Monday to Thursday        0830 to 1700

Friday                                  0830 to 1600

*Not open Bank Holidays, Christmas and Easter.

 

Q
PAYMENT - What security procedures are in place when I pay online?
A

We process payments using the latest secured systems provided by Stripe Inc’s payments platform.

Q
PAYMENT - Can you provide your business VAT details?
A

The current applicable rate of  VAT is charged on the price of goods and P&P.

Our VAT number for both Cistermiser Ltd and Keraflo Ltd is 8348421 21.

Q
PAYMENT - How do I know my promotion code has been accepted?
A

You will see that the discount has been applied in your basket, a summary of the promotion will be displayed.

Q
PAYMENT - What payment cards do you accept?
A

We accept the following cards:  VISA, VISA Debit, Mastercard, AMEX, PayPal.

Q
PAYMENT - Can I see Ex VAT prices or vice versa?
A

Yes, you can see the pricing listed in detail in your online basket and invoice.

Q
PAYMENT - Why do I have to pay to reserve stock?
A

Currently we do not offer a stock reservation service, therefore, an order must be placed and paid for in full either online or by phone to secure the available stock.

Q
DELIVERY - Can I track my order?
A

Deliveries will be normally via Royal Mail or for larger items by our courier agents best suited to fulfil your order.

Q
DELIVERY - What happens if I am not in when the delivery arrives?
A

A delivery card will be left for you with instructions on how to follow-up on a missed delivery.

Q
DELIVERY - I am ordering from Belfast / Shetlands Islands, how long can I expect to wait for delivery?
A

Delivery to Northern Ireland & Scottish Islands is usually within 3-4 working days.

Q
DELIVERY - Can I get delivery to countries outside of the UK?
A

Unfortunately we can only accept orders to be delivered within the UK from our website online store.  Please contact us  for overseas orders.

Q
DELIVERY - Can I have my order delivered to a different address?
A

You can enter a new delivery address while you are placing an order.

Q
RETURNS – What do I do if an item develops a fault after 30 days?
A

Your purchased goods are guaranteed for 12 months.  If an item is faulty, it is our aim to get the problem put right as quickly as possible.  Depending on the circumstances, you will be entitled to either a repair or replacement, or we may offer a refund.

 

Click here to see our Company Returns Policy

Q
RETURNS – I have installed my product, but a part is faulty/missing, can I exchange/receive just that part?
A

In the unlikely circumstances please contact us.

 

 

Click here to see our Company Returns Policy

Q
RETURNS – Can I return something even if it’s not faulty?
A

You are able to return an item if it’s not faulty, provided it is within 14 days of purchase and as long as the items are returned unused and in a saleable condition complete with their original packaging and any promotional items associated to the purchase. Certain items are excluded from our ‘unwanted’ items return policy, these are marked as such online and in the catalogue.

 

 

Click here to see our Company Returns Policy

Q
RETURNS – What is your Returns Policy?
A

RETURNS POLICY

Cancelling Your Order

 You have the right to cancel your order up to 14 days after you receive the goods.  This period starts the following day after receiving the goods.

We ask you to return the goods in their original condition securely wrapped.  You must also pay the postage for returning the goods.

You will be refunded the costs of the goods only (not the cost of shipping the goods to you), in the same method as the original payment was made.

Refunds will be made within 30 days of cancellation.  This does not affect your statutory rights.

Faulty Goods

All goods sent out are checked before dispatch.  If you find goods to be faulty, we would ask you to first contact us for advice before returning the goods for inspection.

Once you have reported the faulty goods to us, we will send you a returns note and information regarding the return process.  We ask you to return the goods in their original condition securely wrapped and ensure the returns note is also included inside the packaging.  We cannot accept responsibility for goods lost in transit to us.

If a refund is made, it will be done by the same method you used to pay the original transaction.  Any faulty goods will need to be inspected by our Company before we taken any action.

If you have any queries or questions please contact us.

 

Statutory Rights

Your statutory rights are not affected.

 

 

Cistermiser Limited (Registered in England company number 01455630) and Keraflo Limited (Registered in England company number 01774986) are wholly owned subsidiaries of Davidson Holdings Limited (Registered in England, company number 04970157).

 

Q
ORDERS - Do you have policy covering supply of goods?

Having trouble? We’re here to help!

Whether you need help with product support or installation advice, our dedicated support staff are on hand today.