Exchanges and Returns
Exchanges and Returns
We want you to be happy with your purchase, if you’re not, we are happy to offer you a 28 Day Returns Policy.
Please inform us within 28 days of taking delivery and then return the product to us following the instructions below, and we’ll exchange or refund it to the credit or debit card of the person who originally placed and paid for the order. The item/s must be in their original condition with tags where possible:
- Please contact our sales team to inform them of your name, account number if applicable and also your order reference number.
- Send the goods back to us. Please note that you are responsible for your own postage costs and it is encouraged that you use a tracked delivery service, if the item is faulty we will arrange a pick up for the item or reimburse your postage charges. We will not charge you for delivery of exchange items.
- Goods will not be accepted back if they are not in a resellable condition.
- We will refund any amount due to you within 5 – 7 working days from when we receive the item(s) back.
- We are only able to exchange items where different size/colour of the same item is requested. You can place a new order if alternative items are required, and return the original item for a refund.
How do I find a product?
We have several ways you can find a product you are looking for. Simply use our search bar on our website which will take you direct to your required product but failing that you can call Highland Fasteners LTD on 01631 570584 and ask us.
Where can I get technical help on a product?
With over 5000 products online we understand that sometimes it can get all too technical. Lucky enough we have a team of experts who are on hand to talk you through every step. Simply call 01631 570584 and a professional member of staff will be able to assist you.
My product is out of stock. What can I do?
Whether your item is out of stock or simply we don’t have enough quantity to fulfil your order then we will be in touch with you ASAP to discuss your options. The vast majority of items that we have in stock, we ship next day or same day depending on the time ordered. If for some reason we can only partially fill your order, then we will issue your order out in consignments at no extra cost to you and will keep you up to date with everything you need to know.
Ordering online. Is it safe?
Yes of course! We encrypt your order and the transaction details to make sure they are completely safe. You can be in full of confidence when shopping with highlandfasteners.com as our secure server encrypts your credit card information to make sure you have an easy safe and pleasant transaction. You cannot place an order through an unsecured connection with this software that we have.
Which method of payment do you accept?
We welcome many options of payments as we also ship worldwide to many of our loyal customers. Our payment options are Visa, Delta, Mastercard, PayPal, Maestro, Visa Electron, Bacs/Chaps & Cheques. Goods that are paid by cheque will only be dispatched once the cheque is cleared in full.
Can I click & collect?
Absolutely. You can simply use our click and collect option at the checkout or can call us direct where your order will be ready waiting for you at our trade counter. Our opening times are Monday – Friday 7:30AM – 5PM and Saturday 8:00AM – 12 Noon. You can collect your goods at 23-25 Stevenson Street, Oban, Argyll & Bute, PA34 5NA but goods must be paid upon collection or added to your trade account.
Can I set up a trade account?
Yes. Simply fill in our form online or in our shop and we will do the rest. A credit check will be done, and you will be told whether your trade account is gone live or not.
How do I return an item?
If for whatever reason you decide to return your goods to us that have been correctly supplied by Highland Fasteners. Then goods must be returned to us in the original condition by the cost by the buyer with a photocopy of the original invoice. In a rare occasion the product is simply faulty or incorrectly supplied by us then Highland Fasteners will offer a no charge collection, repair and delivery service.
I have just ordered. Can I amend my order?
If you have placed your order online then you will not be able to amend this, however, simply call us at your earliest convenience and we will be sure to fulfil whatever needs be. This facility isn’t available if the item has been dispatched unfortunately. Please have your order reference number and payment details at hand by calling us.
Are online prices the same in store?
Are you a trade shop and can I order if I am not trade?
Simple answer is yes and yes. We are a trade shop and supply all the professional trades across the Highlands and UK ranging from a one-man band to multinational construction companies. The prices we offer is for all our customers and we keep them very competitive. All our prices are our lowest possible prices already and therefore simply no room for additional discounts. If, however the quantity order amount is large then we can certainly look in to an additional discount.
Delivery. How much does it cost if I am not in the Highland Fasteners van delivery area?
Orders below £99 +VAT are subject to a carriage charge of £7.95 +VAT. As we are in the Highlands of Scotland, we can offer very competitive rates compared to many other big trade companies.
What are Highland Fasteners own van delivery area?
The Highland Fasteners delivery van delivers daily Monday – Saturday. We have a carriage paid (means no delivery cost) value of just £25 + VAT to the following postal codes. If the order does not come to £25 +VAT, then we will have to incur a standard delivery charge. Postal codes for the Highland Fasteners area are: (note to Michael, still need to complete).
Time frame on orders by the Highland Fasteners van?
Orders placed before 2:00PM that falls in to our van delivery area will be delivered the exact same day to your chosen address. All orders made after 2:00PM within the van delivery area will be delivered the next working day. Please note any order made after 12 midday on Saturday will be delivered on Monday the following week.
Do you have a premium delivery charge for urgent deliveries?
Yes, we do. Premium delivery costs are of course more expensive. If you want to choose this method, then please call us.
Orders to be delivered by the carrier.
Simple, the quicker you can make your order the better for us. Our carrier must leave before 5:00PM, therefore the very latest possible deadline viable for us would be 3:00PM. This deadline can vary depending on just how busy we are inside the store. We always do everything in our power to make sure you the buyer are more than happy.
Can I have the delivery same day?
Within van delivery area, yes. Outside the area then no as it is just not simply possible to achieve this but we always like a challenge so simply call our number and we can see what we can do for you.
Can I get my order sent to my site address?
Absolutely. We can do whatever you need.
Is there an alternative delivery method for a small order?
Yes. If your order is very small and the item is very small, then please call our office and we can give you an alternative postal cost.