FAQ
If you cannot find an answer here please do get in touch with us!
Placing an order
Ordinarily the vast majority of orders can be made on our website, if this is not possible then orders can be placed via email, telephone or post.
Calls can be taken between 09:00-12:00 & 13:30-16:00, Monday to Friday.
To process an order we will need the delivery & invoice address & a contact telephone number.
Please also provide a Purchase Order Number, if necessary. Some companies must have this number quoted on all paperwork in order to make payment.
- We can only accept payment in GBP (sterling).
- Payments must include carriage charges
- Payments can be made by credit/debit card (except American Express), cheque, bankers draft & BACS (electronic bank transfer).
Quotations & Pro-Forma invoices are available on request for the total cost of your order, including postage & packing charges, plus VAT if applicable.
Shipping
| ORDER TOTAL | SERVICE | CARRIAGE CHARGE | DELIVERY TIME | |
|---|---|---|---|---|
| £0 – £11.99
| 1st Class Royal Mail
| £1.50
| Aim to deliver within 48 hours, but not guaranteed. | |
| £12 – £24.99
| 1st Class Royal Mail
| £3.50
| Aim to deliver within 48 hours, but not guaranteed. | |
| £25 – £73.99 | 1st Class Royal Mail, Signed For |
£5.00 | Aim to deliver within 48 hours, but not guaranteed. Signature Required | |
| £74 – £199.99
| DPD Local
| £8.80
| Next Working Day, Predict Service | |
| Over £200 | DPD Local | £13.50 | Next Working Day, Predict Service |
Contact us as soon as possible, however if the product has already been shipped you may have to contact your local carrier to make arrangements.
Unfortunately we are not able to provide same day delivery unless special arrangement has been sought from management and you are picking up your product from our premises.
We supply goods Nationwide including the Republic of Ireland.
Unfortunately, we can not supply goods to all European Communities (or consent to them being transported outside of the EC without our knowledge) for insurance reasons. Any harnesses obtained and used outside of the EC are not covered due to the differing legislation between countries.
For overseas orders we require payment prior to despatch so we will need to send you a pro-forma invoice on receipt of your order.
NB. We can only accept payment in GBP (sterling). Payments must include carriage charges.
Payments can be made by credit/debit card (except American Express), cheque, bankers draft & BACS (electronic bank transfer).
To pay by card please call us on 0044 1253 852298. We are open 9.00 am till 4.00 pm (UK time), Monday to Friday.
If paying by bank transfer, please advise when payment has been made to avoid any delay in goods being despatched.
Bank details can usually be found on the quotation or pro-forma invoice. NB: Paying by bank transfer incurs a surcharge due to bank charges. Please deduct surcharge from the quote/pro-forma invoice if you are NOT paying by Bank Transfer.
Delivery is usually within 14 days from receipt of payment.
Payment
In general payment should be made when placing your order. Please note however, that In the case of Local Authorities, NHS Trusts, Government Departments, retailers, charitable associations, and under other various circumstances – invoicing on account is acceptable by prior arrangement.
Payment can be made by credit/debit card (except American Express), cheque, BACS, postal orders, bankers draft etc.
If paying by bank transfer please ensure that we receive notification of your transaction to avoid unnecessary statements.
Payments must include carriage charges.
If you have a disabling condition and are registered as ‘chronically sick or disabled’ and the goods or services are for your own personal or domestic use you do not need to pay VAT for your purchases!
If you are unsure whether you qualify you can check the governments definition here: (https://www.gov.uk/definition-of-disability-under-equality-act-2010) although HMRC staff cannot advise whether or not an individual is chronically sick or disabled.
Or you can seek guidance from your GP or other medical professional.
When making a purchase you can tick the VAT Exemption box at the checkout and fill in the details or download our VAT Exemption form here.
Returns & Trial Harnesses
If you purchased goods directly from us and for any reason you wish to return any item, please do so within 14 days, enclosing either the Returns Slips, a copy of the Delivery Note or Invoice, clearly stating the reason for return and whether you require a refund or exchange.
If goods were purchased by a third party, please check their Returns Policy to determine what your options are & contact them!
IMPORTANT:
Goods must be returned in a clean and as good as new condition or a charge will be made.
This charge will vary according to the general condition and extent of damage or soiling to the goods concerned.
Please make sure the goods are securely wrapped and send to the following address:
Crelling Harnesses Ltd.
12 Crescent East
Thornton-Cleveleys
Lancashire
FY5 3LJ
All Postal charges are at the cost of the customer. We strongly recommend that you obtain a certificate of postage from the Post Office as you are responsible for your parcel until it has been received into our office.
How can I get proof of posting? https://personal.help.royalmail.com/app/answers/detail/a_id/367/kw/certificate%20of%20posting
Unfortunately, items lost in transit will not be treated as returned if there is no proof of postage. All goods remain the sole property of the Supplier until payment has been made in full.
14 Days Trial
A harness can be supplied on 14 days approval. To arrange this please contact us on info@crelling.com
We will endeavour whether you qualify and help you select the most suitable harness from our range and then despatch it for you to evaluate if necessary on a 14 day trial.
If the harness meets the passengers requirements we will send an invoice for the full amount to the billing address supplied after the 14 days trial. You will then have a further 14 days to complete payment.
If the harness is not suitable for the passengers needs, we ask that you contact us to inform us you will be returning the item.
This unfortunately is at your own cost!
In the unlikely event of a faulty item: We are happy to offer you either a replacement item or a full refund including initial postage charges and standard return postage charges on the item within the first 6 months of purchase if it can be proved or is likely that the fault was present at the time of purchase.
If 6 months have passed and a fault occurs, we deem this to be a result of wear and tear and will make a decision to repair, refund or replace the product, all postage costs in these circumstances are the responsibility of the consumer.
This is in line with The Sales Act 1979 – https://www.legislation.gov.uk/ukpga/1979/54/contents?view=plain
We cannot accept an item returned as faulty if the appropriate product usage policies or care instructions have not been followed and the damage caused to the product is clearly due to wear, tear or misuse.
Once your returned goods are received, inspected and approved by our Quality Control you will be invoiced for the initial carriage cost only.
This is necessary to offset the cost of the high volume of goods offered for assessment and allows us to continue to offer the benefit of a 14 day trial service whilst keeping prices at a minimum for everyone.
Please do not hesitate to contact us if you require any further information.
BHTA Guidance
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