Terms

The prices displayed on our site are largely the same as our in-store prices. However, we may offer different prices for Products purchased from our site to those in store. These prices may be higher or lower than in our stores and our stores are under no obligation to match the prices quoted on this site, likewise this site is under no obligation to match in-store prices.

We take care to ensure that the prices of Products on our site are correct. However, we have a large number of Products on our site. It is possible that, despite our best efforts, some of them may be incorrectly priced. We normally verify Product prices following receipt of an order. Sometimes we may discover an error in the price of the Products you have ordered. If this happens we will contact you. We will give you the option of continuing to purchase the Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.

Please note that if the pricing error is obvious and unmistakable and could reasonably have been recognised by you as a pricing error, we do not have to provide the Products to you at the incorrect (lower) price. Even if we have failed to notify you that we do not accept your order within 7 days of our sending our Order Acknowledgement.

The price of all Products includes VAT (where applicable) but does not include delivery charges. Our delivery charges are as quoted on our site from time to time (see Delivery section below).

For full details of our delivery service, delivery locations and charges please refer to our delivery information.

All quoted delivery dates and times are estimates. Although we will try our best to meet them we will not be responsible if we are unable to do so. We will let you know if we cannot deliver your products within 14 days of when we receive your payment. We will give you the option to either wait for the Products or cancel your order and receive a full refund.

Brook Hi Vis strongly recommend that you check deliveries before hiring fitters. We cannot be held responsible for any third-party costs or charges which you incur due to the non-delivery of an order. Or, orders that have not been checked on delivery.

We are not able to process orders or deliver on UK Bank Holidays and Sundays.

All orders will be delivered to the same address. For security reasons your first order using a credit/debit card for the first time when placed online or by phone will need to be delivered to the cardholder’s address. Subsequent orders can then be made to an alternative address.

Deliveries

To minimise inconvenience we will, wherever possible, try to make one single delivery to you. This means that if your order contains a mix of products with different delivery lead times, the longest lead time will apply to the whole order. Multiple deliveries may incur when ordering a mix of products from different direct suppliers.

Only adults can receive deliveries. If no one is available to take the delivery, we will leave details at the address to rearrange delivery. We may need to make an additional handling charge for redelivery. Should no one be available to take the redelivery we may cancel the order and refund your money, excluding any delivery charges.

Due to insurance guidelines, our delivery personnel are unable to enter private residences. Delivery will be to the kerbside of the delivery address. Additional lifting is the receivers responsibility once delivery is complete.

We are not responsible for damage after the delivery date. Or, on the date on which we make our first attempt to deliver them to you.

Products Which Are Not Required

Terms state you can return any unused product to us in its original condition for a refund within 14 days of delivery to you. This right to return does not apply to bespoke or made-to-measure products. For information regarding how to return a Product please see below.

Cancellation Rights

You can cancel a website order (excluding a Custom Printed Product) and receive a full refund by completing the contact form (Returns/Refunds selected) on our website or emailing sales@brookhivis.co.uk (including your name, email address, telephone and order number) at any time before the Product had been marked as dispatched or within 14 days starting on day of purchase.

The card used will receive the refund. They will be made as soon as possible and no later than, the earlier of 14 days after our receipt of the returned Product. Or, 14 days after our receipt of evidence of the return of the Product to us. Refunds are reduced for devalued products. This could be due to the manner in which you have handled them.

Some customers may want to return a product after delivery. In this case you will be responsible for returning the Product to us at your cost and within 14 days of the cancellation of your order. For information regarding the return of Product please see below.

How to Return a Product

If you wish to return a product, you will be responsible for returning the Product to us at your cost by any of the following methods:

Free Returns to Store
You can return a product you no longer require to your nearest Brook Hi Vis store with proof of purchase. However, please note that we are unable to accept returns for a Custom Printed Product unless we have made an internal printing error.

Returns via Royal Mail
You can return a product you no longer require via your local Post Office. Please be aware that you will be responsible for returning the Product to us at your cost and within 14 days of the cancellation of your order.

Returns via courier
To arrange for a Product to be collected please email sales@brookhivis.co.uk or telephone us on 0116 2600 109 with details of the Product to be returned. We will arrange for the collection of the Product by our nominated carrier. Please note that there will be a minimum charge payable by you of £22.00 for this service. This may arise depending on your location and product type. It can take up to 14 days for a refund to process.

Returns Address

Brook Leicester Ltd
Unit 11 Queniborough Industrial Estate
1489 Melton Road
Queniborough
Leicester LE7 3FP

Faulty or Damaged Product

In the unlikely event that a delivered product is faulty or damaged, we will exchange provide you with a refund. You have 14 days to notify us of the products fault.

You can choose to return faulty or defective Products to your local Brook Hi Vis store with proof of purchase. However, please note that Brook Hi Vis stores are unable to accept returns for a Custom Printed Product purchased online.

Alternatively, you can arrange for the faulty or defective Product to be collected by emailing sales@brookhivis.co.uk or by telephoning us on 0116 2600 109 with your order number and details of the Product to be returned. We will collect it at no expense to you and either provide a replacement or process a refund.