Terms & Conditions
The below Terms & Conditions covers all aspects of website use and ordering procedures.

Security Checks
We carry out, in certain circumstances, identity & Security checks to verify the person ordering is who they say they are. We use the information to fulfill orders and customer requirements, deliver orders, process customer payments, inform you of new services and promotional offers, update our customer database records and ensure a good level of customer service.

We also use this information to improve our ecommerce site and services and to prevent or detect fraud or abuse of our website. To this end we enable third parties to carry out identity checks on our behalf which may involve an identity check footprint being registered on your credit reference file. This in no way affects any credit rating and is purely an audit trail of us verifing your identity.

Copyright & Trademarks
All trademarks used are the property of their respective owners. All trademarks are recognised. This site and its content are the property of www.pvrdirect.co.uk

The site design, structure, graphics, source code and all other material contained within our site are the copyright of www.pvrdirect.co.uk, its partners and suppliers.

© Copyright 2008 www.pvrdirect.co.uk All rights reserved. All Trademarks recognised.

ORDERING WITH PVRDIRECT

Who are PVR Direct ?

PVR DIRECT is part of one of the largest buying groups in Europe with total purchases exceeding £300 million. PVR Direct believe in providing our customers the best prices. If you find a genuine like for like product at a cheaper cost we will always do out utmost to price match guarantee. All we ask is proof of the specific offer, i.e. name of company or copy of a quote etc. PVR DIRECT offers a vast range of Industrial Supplies including Tools & Fixings for both the Trade & DIY. We supply BIG brands at LOW prices = UK Best Prices. Currently we have over 50,000 products on-line with another 50,000 soon to be introduced over the next few months.

Will I get an order confirmation ?

As long as you enter your email address correctly you will be sent a confirmation by email almost immediately. Once we have received your order, we carry out security checks and depending on the order value we may need to confirm more details. If an item is out of stock we will contact you to let you know the expected delivery date or sometimes offer an alternative product.

I did not receive an order confirmation ?

The most common cause for not receiving an order confirmation is due to a typing mistake when you entered your email address. If you do not receive order confirmation then you must call the office to confirm that your order has been processed to avoid duplication of orders. Tel. 0871 200 3033

How do I cancel an order?

If you wish to cancel an order, you need to contact us straight away with your Name & Order Reference and complete a Cancelled Goods Form which can be found at the bottom of this page. Please note that orders can only be cancelled providing despatch has not occurred, and we have not already purchased the item exclusively for you.

My details have changed?

If your details have changed, please remember to contact us straight away to inform us of the change as we cannot be held responsible for incorrect details. Always remember to check your details before final submission of your order.

Has my order been automatically accepted ?

Even though you have received order confirmation, this does not guarantee your  order has been processed as we may need to carry out further security checks.  In extreme circumstances where security is in doubt, your order may not be accepted and will be cancelled without notification.

We do not usually accept orders that require delivery to a different delivery address, building site or special instructions (i.e. leave in the porch!) .However, if instructed to do so, we will action your request but cannot accept any liability for loss of goods. Therefore we recommend that you always get your order delivered to your permanent fixed invoiced address.

In some circumstances we may send a letter to verify that the cardholder lives at the supplied address, and reserve the right not to accept your order until that letter has been responded to in the correct way.

How can I track my order?

You can see the latest status of your order online at any time by logging into your account , this will show either processed, meaning your order is being processed, or Despatched- meaning you should receive within 2-3days.

When will I receive my order?

Each product on the website will give you an indication of the current stock availability. The availability information given is a guide only and not a guarantee as there are external factors that we may not have control over. However, we would expect deliveries to take on average 2-5 working days. (this does not include public bank holidays and weekends)

How are my goods sent ?

The method of despatch will depend on the size, weight and value of the order.

We use the following methods of despatch :

Parcelforce www.parcelforce.com 24/48hr carrier

Royal Mail Network 2-5 Days

Direct from Supplier 2-5 Days

TNT Pallets 2-5 days

These delivery times are for guidance only, and only apply from the time that we despatch the item. They should be used in conjunction with the availability times to estimate overall delivery time.

If you need your goods on a timed delivery please call our office where we can quote you accordingly.

What happens when I receive my goods?

Upon receipt of your order please inspect to ensure your goods are correct. If you have any problems please contact us within 24hrs with the relevant completed form as referred to at the bottom of this page.

What are the Carriage Costs ?

Why don't you ship to my country?

Due to the nature of the products we sell it is only feasible to deliver goods to the United Kingdom. We only supply EU countries on the carriage matrix chart as above. We do supply other EU and global countries but there is a minimum order value of £500 and extra carriage charges do apply. Please contact us with any export enquiries you may have.

Why do you prefer a landline number?

We ask for a landline number for security purposes to help prevent credit card fraud for both ourselves and for the general public. Fraudsters rely on being able to give bogus address details and untraceable mobile telephone numbers and so asking for a landline telephone number is one basic step towards stopping online fraud.

We will accept orders without a landline number but in some cases (for example high value orders) it may delay the processing of the order as it is more difficult to carry out the relevant security checks using only a mobile phone number.

If you simply want to give a mobile number as it is easier for us to contact you that way, in case of a query, you could enter that in the Alternative Contact Number.

Payment

What payment methods are accepted on the Website?

Payments over the website can only be accepted by a Credit or Debit card

We accept all major cards including Visa, Visa Debit, Mastercard, Electron, Switch & Solo.



The website is protected by the latest Secure Sockets Layer (SSL) technology which protects your personal and payment information which means that it is perfectly safe to order online.

Can I order over the telephone?

If you prefer to speak to someone to place your order, you can call us on 0871 200 3033. PVR Direct sales line is open from 9am until 5.00pm Monday to Friday.

Can I order by Fax?

Faxed orders are accepted on 0117 935 2399, upon receipt of order we will fax back a pro forma invoice for payment. The order will not be processed until payment is received and cleared.

Can I order by post?

Posted orders are accepted, upon receipt of order we will send you a pro forma invoice for payment. The order will not be processed until payment is received and cleared. Please send your order to PVR DIRECT LTD Unit 8 St Stephens Business Centre, Poplar Road, Warmley, Bristol BS30 5HT.

Product Information

Prices of goods

Prices on our website change on a daily basis largely depending on stock levels and manufacturers special offers. Therefore, we reserve the right to change the price of any product as stated previously. If an item has changed we will notify you before we process your order.

Technical Information

If you need any technical information regarding a product please phone us on 0871 200 3033 where we will do our best to help you, and in some cases provide you with the manuafcurers technical help line.

Guarantee / Warranty Details

Most of our products are covered by a manufacturers warranty covering both faulty materials and faulty workmanship; it does not cover general wear and tear. If the item has been modified or somebody has attempted to repair it other than the manufacturer, then the warranty becomes void. Some products however, only carry a commercial warranty and are subject to special terms for warranty issues. These terms are stated in the warranty section when viewing those products. Any Repair work on these products that is subsequently deemed to be non warranty are subject to surcharge.

Guarantee/warranty information does not affect your statutory rights

Health & Safety

Before using any tool that you purchase from us, please read carefully all instructions and any safety warnings. If you are unclear on any aspect of the use of the product please contact the manufacturer for explanation prior to use.

Voltages : please check carefully the voltage rating of the product you have purchased to ensure that it will operate on your electrical supply. Products that are rated at 110v are usually intended for industrial use and need a transformer.

PVR DIRECT will take no liability for any injury or loss through misuse of any item purchased from us.

Pictures & Descriptions

Although we endeavour to keep our pictures & descriptions up-to-date we do sometimes encounter errors. All our pictures are intended as a guide only and descriptions are the main information supplied to describe a product - these should be used in preference to the picture. Please note that small variations do sometimes occur between the printed picture and what is supplied. Please note that where a picture includes items other than those described ie A toolbag with tools - this is intended for presentation purposes and the tools are NOT included unless the description actually says that they are included. If an item has no picture or description and you are in any doubt as to what the item is, please call to confirm before completing your purchase.

What if i have goods missing from my delivery ?

It is rare that goods will be missing from your delivery however it can of course sometimes happen. All Missing items must be reported and the relevant ‘Missing goods’ form to be sent/submitted to us within 24 hours of delivery. (Excluding Weekends) Once we have checked our warehouse and stock amounts, we will act as quickly as possible to get the missing item re-sent to you.

What if i my order is despatched but i have not received my goods ?

Although most of our deliveries arrive within 2-5 days after despatch, it can sometimes take longer to receive goods especially in peak periods.We are unable to chase the progress of a parcel sent via Royal Mail until 15 days have elapsed. However, normal tracking procedures can be made with Parcelforce within 24hrs.

Notification of goods not received after despatch must be made within 21 days of the original order date. Failure to do this will invalidate any claim made. 
Any notification of goods not received under these terms must be submitted to us using a ‘Goods Not received Claims form’.

If we are requested to send out replacement goods before the claim has been approved we reserve the right to charge for any items re-sent, along with normal carriage charges that apply.  A refund for the missing items will only be approved once we get notification back from our courier.

What if my item is faulty ?

Faulty goods sent back to us without our prior knowledge and without a fully completed form will result in no repair/replacement.

To proceed with your claim you must complete in full the ‘Faulty’ claim form and return the goods to us in their original packaging, with adequate protection to ensure that the goods and packaging reach us in good condition. Failure to package an item properly will result in us refusing to replace the item regardless as to whether it was faulty or not, as we cannot return damaged faulty items to our suppliers.

All of our products are covered by a manufacturers warranty covering both faulty materials and faulty workmanship; it does not cover general wear and tear. If the item has been modified or somebody has attempted to repair it, other than the manufacturer, then the warranty becomes void.

Our Manufacturer will test all returned faulty items. If found not to be faulty or not covered by the warranty we will notify the customer and take payment to cover the cost of any carriage charges that have been incurred getting the goods back to supplier and delivery back to the customer. Our manufacturer will establish if there is indeed a fault or if the item is actually being misused or just general wear & tear.  We will not send the goods back until we have taken this payment.

Collection
If we have agreed to collect your faulty goods please note that we cannot confirm a collection time we can only confirm a collection day. Please see points below for Collection;

1. Someone must be available at this address to handover the return items and sign the   collection note.
2. Our courier will not collect goods if left without someone to sign the collection sheet.
3. Refusals, No Answer, Nobody available will all count as failed collection, please see below.

Please note that if any of the above terms are not adhered to then we are unable to re-visit the address for collection and the goods will have to be returned by you.  In the result of this happening the carriage will have to be paid in full by you as we will not refund any carriage for a failed collection.

We cannot accept any third party liability or consequential loss as a result of a pre-arranged collection not being successful by our courier. It is rare that collections fail, but if it does we will do our best to re-arrange at a convenient date.

What if I decide I no longer want the goods ?

Unwanted goods sent back to us without our prior knowledge and without a fully completed form will result in no refund.

To proceed with the claim you must complete in full the ‘Unwanted’ claim form and return the goods to us in their original packaging, unused with any accessories and the packaging should not be marked or damaged (e.g. if the box has been opened to examine the product they must have done so without damaging or marking the product at all). Any free or bundled items received with the product must also be returned. Adequate protection is a must to ensure that the goods and packaging reach us in good condition. Failure to do this will result in no refund.
Please note that we cannot be held responsible for customers returning their goods as we do not accept any liability until received by us.   If any goods are damaged in transit during return by the customer, then it is up to the customer to pursue a claim with the courier or mail service that they have used.

Personal Customer (7 Day Rule)
You must notify us and send/submit an unwanted returns form within 7 working days of receipt of the item. Goods must be returned to us at the your own cost.  On receipt of goods back, providing the goods are unused and comply with above, they will be refunded in full minus any carriage charges.
Personal Customer (30 Day Rule)
If you notify us after the 7 working days, but within 30 days, then you can still return the unwanted item at your own expense, however the goods will be subject to a handling charge of up to 30% and no carriage charge will be refunded.
Business Customer
We reserve the right not to accept any unwanted items back from business customers.

Our Policy is to inspect the unwanted item and once we are satisfied that the goods have been unused, in its original packaging, along with any other accessories or free gifts sent with them, we will refund back onto the originators card minus any carriage charges, or handling charges, if applicable.

.What if I receive an incorrect item in error ?

All Incorrect items must be reported and the relevant ‘Incorrect goods’ form to be sent/submitted  to us within 24 hours of delivery. (Excluding Weekends) In addition Claims cannot be accepted for ‘Incorrect’ goods once they have been used or modified in anyway. Incorrect goods sent back to PVR/manufacturer without our prior knowledge and without a fully completed form will result in no replacement/refund.

Upon receipt of the completed form we will act as quickly as possible to arrange the necessary replacement. We may need to examine the incorrect goods before re-sending replacements and we will try to make this happen as quickly as possible. The Incorrect Goods should be returned to us in their original packaging, with adequate protection to ensure that the goods and packaging reach us in good condition.  

Collection
If we have agreed to collect your incorrect goods, please note that we cannot confirm a collection time we can only confirm a collection day. Please see points below for Collection;

1. Someone must be available at this address to handover the return items and sign the   collection note.
2. Our courier will not collect goods if left without someone to sign the collection sheet.
3. Refusals, No Answer, Nobody available will all count as failed collection, please see below.

Please note that if any of the above terms are not adhered to then we are unable to re-visit the address for collection and the goods will have to be returned by yourself.  In the result of this happening the carriage will have to be paid in full by yourselves as we will not refund any carriage for a failed collection.

We cannot accept any third party liability or consequential loss as a result of a pre-arranged collection not being successful by our courier. It is rare that collections fail, but if it does we will do our best to re-arrange at a convenient date.

What if delivery was attempted and I was out at the time ?

If Goods come back from our Courier because there was nobody there to accept delivery, and there is no obvious reason for return, we will need to re-charge for the return carriage back to us and the re-delivery of the goods back to you.. We are unable to resend the goods back out until these charges have been covered. If after 14 days there is still no contact, we reserve the right to return the goods back to our supplier; this will result in a handling charge of up to 30% and any relevant carriage charges. (2 x carriage charges)

What if I receive a damaged item ?

All damages must be reported to us within 24 hours of delivery. (Excluding Weekends)  Any claims for damages after this time will not be processed. In addition Claims cannot be accepted for damage once goods have been used or modified in anyway. Assembled items reported after 24 hours will be communicated to the relevant manufacturer  and will be left at the manufacturers discretion.

To proceed with the claim you must complete in full and submit our 'Damaged claim form' within 24 hours of delivery. Damaged goods sent back to PVR/manufacturer without our prior knowledge and without a fully completed form will result in no replacement/refund.

Our policy is to always repair or replace the damaged item. Upon receipt of the completed form we will act as quickly as possible to uplift the damaged item(s). We or our manufacturer  need to examine the damaged goods before re-sending replacements and we will try to make this happen as quickly as possible. The damaged Goods should be in their original packaging, with adequate protection to ensure that the goods and packaging reach us in good condition.

Collection
If we have agreed to collect your damaged goods please note that we cannot confirm a collection time we can only confirm a collection day. Please see points below for Collection;

1. Someone must be available at this address to handover the return items and sign the   collection note.
2. Our courier will not collect goods if left without someone to sign the collection sheet.
3. Refusals, No Answer, Nobody available will all count as failed collection, please see below.

Please note that if any of the above terms are not adhered to then we are unable to re-visit the address for collection and the goods will have to be returned by yourself.  In the result of this happening the carriage will have to be paid in full by yourselves as we will not refund any carriage for a failed collection.

We cannot accept any third party liability or consequential loss as a result of a pre-arranged collection not being successful by our courier. It is rare that collections fail, but if it does we will do our best to re-arrange at a convenient date.

Please note if you decide to cancel the damaged goods it must be reported to us within 24 Hours, After that period of time no refund will be made. Please note that all delivery charges that were incurred are non-refundable. If you decide to refuse goods at delivery stage because of damage you still need to complete our damage form within 24hrs. Failure to do so will result in no replacement.

What if I wish to cancel my order

Goods/items can only be cancelled if the goods have not actually been ordered from supplier or despatched.  If this is the case then we will cancel the order and refund in full, however please note the following:-

If Goods are already ordered from supplier:-
If we have already ordered the goods from the manufacturer then an ‘Unwanted returns’ form must be submitted by return.  A refund will then be raised in full.

If Goods are already despatched:-
If we have already despatched the goods than an ‘Unwanted returns’ form must be submitted and goods returned back to us at your own expense.  On receipt of goods back, unused and in good condition, we will refund, minus any carriage charges incurred.

Refusing a delivery once goods have left us

Please note that if you refuse goods from either Royal Mail or our Courier once they have been sent to you, we reserve the right to bill you for both the cost of sending the item and the return of the item to us. If you refuse an order without instruction from ourselves and it becomes lost in transit we will not refund the value of goods as all liability will have passed to the person who refused the delivery. Any losses or damaged that occurs from lost parcels will be the responsibility of the person who ordered the goods.

Website Help

How do we protect your details?

PVR DIRECT operates the latest SSL encryption for its website.

Can't find the product you are looking for?

There are a number of ways to find the product that you require.

Probably the easiest way is to use our quick search facility at the top of every page. Simply enter some relevant keywords that describe the item you require and click the Go button. Our search engine will provide you with a list of the most relevant matches, You can also drill down through the list of categories on the left hand side of the page. The categories may expand into further sub-categories if that is appropriate to the section you are looking at.

If you know the manufacturer of the product you are looking for you can browse the site in such a way that it shows you products that are made by that manufacturer only. If you are still having trouble finding what you want please use the Advanced Search feature as this lets you search the site in a number of ways to allow you to filter the products.

If you are still unable to locate your item please contact us and we will assist you.

Copyright & Trademarks

All trademarks used are the property of their respective owners. All trademarks are recognised. This site and its content are the property of www.pvrdirect.co.uk

The site design, structure, graphics, source code and all other material contained within our site are the copyright of www.pvrdirect.co.uk, its partners and suppliers.

Return Forms

For any return request please download forms given below and follow the instructions refered to in the form. For any help or query please call us at 0871 200 3033

Damaged Returns Form
Unwanted Returns Form
Faulty Returns Form
Incorrect Goods Received Form
Missing Goods Form
Cancelled Goods Form
Goods Not Received Form