Help & Returns

Service is paramount to us all at Elmdale. If you have any queries, questions, or concerns please contact us by email sales@elmdale.co.uk, telephone; 03333 44 63 63 or use the web chat feature to talk to a member of our experienced Customer Service Team.

Credit Accounts.
To open a trade account with Elmdale for an even better shopping experience please click here or contact our customer service team. Terms are 30 days from date of invoice and invoices can be settled by BACs, most major credit and debit cards. Credit checks will be made to establish credit limits and a credit reference may be required. Applications to open a credit account may take up to 3 days.

Payment of goods for retail customers.
Fingers crossed you find our website intuitive and easy to navigate. We have tried to ensure your buying experience is as easy as possible by providing as much useful information as is available. If you are unsure of any product within our range as always contact our customer service team for support.
Opayo (Formerly Sage Pay)
We use Opayo to manage payments for goods and accept most major credit and debits cards. Opayo is one of the largest Payment Service Providers in the UK and has achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI). They adhere to the most stringent levels of fraud screening, ensuring that your details remain secure throughout the transaction process. Additional information can be found at opayo.co.uk
Paypal
We also accept retail payments via Paypal, which also offer the option to spread payments over short periods. Please note that all customers using the Paypal option must have a valid Paypal account. Customers who do not already have a valid Paypal account can create one free of charge during the checkout process. There is no additional fee for using this payment option. Additional information can be found at paypal.com

Back Orders.
We do our best to maintain a full stock of all the products featured on our website. Items ordered which are found to be out of stock are placed on Back Order automatically by our system. When an item is out of stock, please be assured that it is already on order by us and will be despatched as soon as possible. You will not be charged any extra carriage for items placed on Back Order or if an order of multiple items is split across more than one consignment. You may cancel any Back Ordered item (if it has not been despatched). Please email sales@elmdale.co.uk, telephone 03333 44 63 63 or use the web chat feature to notify us of changes to your order.

Cancellation of Order.
You have the right to cancel your order prior to despatch of the goods. You may return any order within 7 days of receipt and receive a refund for any cancelled items if you return the goods to us in perfect and resalable condition. The goods to be returned must be unused, unopened and in their original packaging at your cost. Please note we do not refund or credit any carriage charges related to the item. The item can also be returned to one of our branches.

Returns and suspected faulty items.
Please contact our Customer Service Team in the first instance by email sales@elmdale.co.uk, telephone 03333 44 63 63 or web chat. Many of the products we supply can be technical in nature so it may be we can resolve your query very quickly by providing some advice. In event of a suspected fault, it is possible that onsite service is provided by the manufacturer of the item, or if you are located with the geography covered by Elmdale directly we may send one of our own engineers to assist or collect the item using our own transport for return to our own workshops. In the first instance contact our Customer Service Team.

Damage and errors.
It is your responsibility to contact us regarding any damage, shortages or picking errors. Please notify us within 3 days of receipt of the goods. Contact our Customer Service Team by email sales@elmdale.co.uk for guidance.