Customer Service

Shipping & Delivery

UK Delivery

Once payment is received we will send your order to the Delivery Address that you specify. Please note however:  

  • Orders containing flammable goods can only be shipped to UK mainland addresses by Courier. A signature is required for delivery. Flammable goods are indicated in the product descriptions
  • We are unable to ship to P.O. Box addresses and we do not use BFPO services
  • We cannot mark parcels with instructions to carriers as to where to leave packages if no one is in. They will leave a calling card if you are out containing instructions as to how to claim the parcel or arrange re-delivery

For orders with cleared payment that are received prior to 12.00 pm on a normal week day our aim is to dispatch the goods on the same day. Orders received on a Saturday or Sunday will be dispatched on the following Monday (providing it is not a Bank Holiday). The postal services we may offer are: 

  • Royal Mail 1st Class
  • Royal Mail 2nd Class
  • Special Delivery Next (working) Day
  • APC Courier with 24 Hour 
  • Parcelforce 48 (for UK Highlands and Islands)
  • Parcelforce GlobalValue (for Channel Islands) 

We obtain a Certificate of Posting for all items sent.

You can easily check postage and packing costs without committing to purchase. Simply select "View Basket" and then enter your delivery address details into the "Calculate shipping cost" box. Click "Get rates". You can then choose your required postal service. Click "Select" to display the total cost of your order including shipping.

We will advise the correct shipping cost where it has been entered incorrectly.

* Note: Courier services do not class Saturday as a working day. Delivery times to the Highlands may be extended to 2 days dependent on remoteness of location. Couriers may charge a premium for services to locations in the Scottish Highlands and UK islands, this will be included in any rate we charge. 

** Note: Royal Mail do not class Saturday as a working day. If you place an order on a Friday and require guaranteed delivery on a Saturday then there is an additional charge. Please contact us for a quote.

These are estimates only. Delivery times to the Highlands and Islands of Scotland, Northern Ireland, Isle of Man, Channel Islands and Isles of Scilly may be longer. Please allow additional shipping time if it is Christmas, Easter, or a Bank Holiday.

We reserve the right to substitute your chosen shipping method with another method for operational reasons. Where this occurs the substituted service will have a service level no worse than the shipping method you selected.

Damaged during shipping or 'lost'

Where items have been damaged during shipping please retain all packaging as this may need to be inspected by the carrier. Please contact Gofix Direct before returning damaged goods. Claims for shipping damage must be made within 7 working days of receipt. We will make a claim for compensation with the carrier on your behalf. Please note that the carrier requires 30 days to make a decision on the claim.

Claims for loss cannot be made until 15 working days or more have passed since the item was due to be delivered. Please contact Gofix Direct  if you have not received your goods after this time. We will make a claim for compensation with the carrier on your behalf. Please note that the carrier requires 30 days to make a decision on the claim.

 

Privacy & Security

Privacy Policy

Gofix Direct is committed to respecting your privacy and maintaining the security of any personal information collected from you. We strictly adhere to the requirements of the data protection legislation in the UK. The purpose of this statement is to explain to you what personal information we collect and how we may use it. By accessing, browsing or otherwise using this Website, you confirm that you have read, understood and agree to this Privacy Policy. If you do not agree to this Privacy Policy in its entirety, you must not use this Website. 

When you order from Gofix Direct  (including purchases made over the phone, by post or this Website), we need to know your name, billing and delivery addresses, email address, a contact telephone number and your payment card details. This allows us to process and fulfil your order. We also optionally ask for a telephone number, to be used solely for contacting you should there be a problem with your order. You have the option to withhold personal information that is not required for the order process.

Gofix Direct  may collect, store and process your personal data:

  • to make the Website available to you and provide content tailored to your individual tastes;
  • to maintain any registered account that you hold with us;
  • to provide goods and services to you, including verifying your identity;
  • for analysis, monitoring, risk management and administrative purposes
  • for any related purposes, or where we have a legal right or duty to use or disclose your information (including for crime and fraud prevention and related purposes).

All information collected by Gofix Direct  is strictly confidential. We do not store customer credit card details nor do we share customer details with any 3rd parties.

We follow strict security procedures in the storage and disclosure of information which you have given us, to prevent unauthorised access in accordance with the UK data protection legislation. We do not collect sensitive information about you except when you specifically knowingly provide it. In order to maintain the accuracy of our database, you can check, update or remove your personal details by logging onto your account or by contacting us at info@gofixdirect.co.uk.

We very much welcome and appreciate customers' testimonials. The content of testimonials is under the customer's control. If such testimonials contain personally identifiable information, such as the full customer name, then we assume the customer has given their consent to have this information posted on the website. We may edit the content of testimonials if they contain personal information beyond name. If you want your testimonial removed please contact us.

We use a technology called "cookies" as part of a normal business procedure to track patterns of behaviour of visitors to our site. Cookies are small text files that are placed on your computer. They are widely used in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site. Any information collected in this way can be used to identify your computer unless you change your browser settings.  You may set your browser to prevent this happening, although please note that this may impair the functionality of this Website.

In order to process credit/debit card transactions, the bank or card processing agency may require to verify your personal details for authorisation outside the EEA (European Economic Area). Your information will not be transferred outside the EEA for any other purpose.

Finally, Gofix Direct  may collect certain information about your visit to help improve and administer our Website. Such information may include the type of browser you use, the date and time of your access to the Website, the pages you visited and the Internet address of the Website from which you linked to our Website.

You have the right to ask what personal data we hold about you at any time, subject to a fee specified by law; the right to ask us to update and correct any out-of-date or incorrect personal data that we hold about you free of charge; and the right to opt out of any marketing communications that we may send you.

If you have any questions about the Privacy Policy please contact us at info@gofixdirect.co.uk.

This Privacy Policy was last updated in September 2015. Please check back regularly to keep informed of any updates to this Privacy Policy.

Security

We are well aware of the need for secure transactions over the Internet, as well as secure storage of personal information.

This Website was developed specifically with customer security in mind. Gofix Direct  uses industry standard technology.  

Gofix Direct  credit and debit card orders are processed by Paypal servers which are Payment Card Industry Data Security Standard (PCI DSS) level 1 compliant. In respect of online orders, Gofix Direct  does not collect or store your payment card information on its servers. If you choose to pay via Paypal then you will be directed to the Paypal servers during checkout. If you order by telephone then we will collect your payment card details manually and submit them to Paypal for authorisation. Once the information has been processed it is securely destroyed.

If you are using a shared computer, we recommend that you always log out from your account and close the website browser when you complete an online session. In addition we recommend that you take the following security measures to enhance your online security:

  • Keep your account password private. Anyone who knows your password may access your account.
  • Use a password that is at least 8 characters. A combination of letters and numbers is best. We also recommend that you frequently change your password. You can do this by going to "My Account" and typing new values into the Password and Confirm Password fields.
  • Avoid using the same password for multiple online accounts.
  • Do not send credit/debit card details by email as this is not secure. Please use our secure order payment services on the Website or call us so that we can take the details manually.

Note that we will never ask you to confirm any account or payment card details via email. If you receive such communication claiming to be from Gofix Direct , please ignore it and do not respond.

 

Returns & Replacements

Cancellation & Returns

Gofix Direct want you to be completely satisfied with your purchase. However we understand that from time to time you may wish to cancel an order or return a product to us.

We have created this Cancellation & Returns policy to enable you to cancel an order and/or return products to us in appropriate circumstances. This policy applies to personal customers only, irrespective of your geographical location.

This policy does not affect any statutory rights you may have (such as consumer rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, The Consumer Rights Act and Alternative Dispute Resolution Regulations 2015).

Right to Cancel

You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right to cancel, you must inform us (Address: Gofix Direct , 130 Coventry Road, Hinckley, Leicestershire, LE10 0JU; Tel: 01455 616368; e-mail: info@gofixdirect.co.uk) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use this model cancellation form below, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of Cancellation

If you cancel this contract, we will reimburse you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement of loss of value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than:-

a)      14 days after the day we received back from you any goods supplied, or

b)      (if earlier) 14 days after the day you provide evidence that you have returned the goods, or

c)      If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate you cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct costs of returning the goods.

You are liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. Goods value is diminished where manufacturer packaging and seals are broken.

Cancellation Form

(copy and paste this text to your email or word processor). [*] delete as appropriate

To Gofix Direct

I/We[*] hereby give notice that I/We[*] cancel my/our[*] contract of sale of the following goods:

List the goods

Order no.:

Ordered on/received on date[*]:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper)

Date:  

 

Faulty or Incorrect Goods

The buyer should inspect the goods immediately upon receipt. If the goods are faulty, missing parts, sent in error or have been mis-represented on our Website then you will be entitled to a full refund (including delivery costs) plus any return postal charges. Note however that this policy does not cover faults caused by accident, neglect or misuse on the part of the buyer. Please contact Gofix Direct before returning faulty or not-as-described goods.

Alternative Dispute Resolution

Customers with complaints must allow Gofix Direct the chance to resolve the issue directly with the customer before approaching an Alternative Dispute Resolution (ADR) body. If we can't resolve the problem you can contact The Retail Ombudsman for independent advice on 0845 680 3548 or write to them at: The Retail Ombudsman, 33rd Floor, Euston Towers, 286 Euston Road, London, NW1 3DP. Email: enquiries@theretailombudsman.org.uk. Web address: www.theretailombudsman.org.uk