Collections

Collections are by appointment only (Usually Mon-Fri unless otherwise arranged) and should be arranged prior to visiting our offices/warehouse at: Unit 3, Arden Press Way, Letchworth. HERTS. SG18-8WH. Any collections should always be confirmed to check we have the stock available and someone will be on site to meet you. Please contact us on 01462-222-123 or info@silenttreatment.co.uk to confirm. 

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Delivery 

The costs of delivery will be as displayed to you on our website or within the provided quotation. The time taken for your goods to be delivered will be agreed and will be honoured to the best of our ability but no delivery timeframes are guaranteed. We will use different courier services to dispatch our products and will always endeavour to complete on time. 

If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

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Delivery will be a kerbside drop and should have at least one authorised adult to receive, check and sign for the items on delivery.Please note that the driver will be unable to carry the items into the property.

Many soundproofing items are heavy and 2 person lifting is advised where possible.

Delivery will typically be between 8-6:30pm Mon-Fri unless previously arranged otherwise. 

If no one is available at your address to take delivery, our courier service may leave you a note informing you of how to rearrange delivery or a collection in accordance with their terms. We may use third part couriers, If the date of your delivery has passed and you have not received the items, please contact us.

We may also be able to arrange for the products to be left in a safe place i.e. driveway, garage etc. This should be arranged prior to delivery to allow us a chance discuss with our drivers. 

If after a failed delivery to you, you do not re-arrange delivery, we are unable to contact you to arrange new delivery options within a 2 day period we reserve the right to cancel the contract and apply a 20% restocking charge. Any paid shipping fees will also be non-refundable.

We must be notified immediately upon parcel receipt of any short deliveries, faults or breakages and within 10 days of goods dispatch.  We will ask for all faulty goods to be returned for inspection and will issue a full refund upon their return. 

Goods which are returned because they are simply unwanted or not fit for purpose through your own error, will need to be returned by the customer and will incur a 10% restocking fee. 

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Delivery Charges

Our delivery rates are calculated on weight, height and quantities basis. Most items will be delivered on either 1200 x1200mm or 1200 x 2400mm pallets. Standard deliveries are delivered by courier and can be received between 1- 5 working days from order.

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*Please note: Delivery services could be affected by public holidays, adverse weather and busy periods, please allow sufficient time for your goods to arrive for your project and never book installers before your goods have arrived. Delivery times cannot be guaranteed and no delivery services are available on bank holidays.

You should never book installers before you have received your products/items, we cannot be held responsible for costs incurred by yourself as a result of delivery complications and delays.

Our services do not include weekends (unless arranged through a designated vehicle). Deliveries to the Isle of Wight, Isles of Scilly, Channel Islands and Isle of Man, should be discussed with Silent Treatment Soundproofing before placing your order, as additional carriage fees may apply. 

Unfortunately as we use pallet networks, a specific time slot cannot be provided. Should you have any special requirements, please confirm the feasibility of them before placing your order. 

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Late/lost deliveries

We cannot consider or start a refund application of the products until 7 working days after the date of dispatch, we will do our very best to locate these products within the pallet network/courier service in this time. 

Re: legal rights of a late delivery: If we miss the delivery deadline for any products then you may treat the contract as at an end straight away if any of the following apply:​

• A clear indication that the date of delivery and procurement of the products at this specific time is essential.

• Delivery within the delivery deadline was essential. 

If you wish to keep the sales contract in place you can request new specific dates for delivery. 

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In the event you choose to end the contract for late delivery, you can cancel your order or reject items that have been delivered. If you wish, you can reject or cancel the order for some of those products (the items you choose).  After that we will refund any sums you have paid to us for the cancelled products and their delivery. If the products have been delivered to you, you must either return them by arranging a courier to bring them back to our warehouse, or by allowing us to collect them from you. We will pay the costs for the carriage and/or collection in this instance. Please call customer services on 01462-222-123 or email us at info@silenttreatment.co.uk to arrange collection.

The product(s) will be your responsibility from the time the goods are received at the specified delivery address, to the point they are collected by our couriers for return. If you decide to use your own couriers, it is your responsibility to ensure sufficient insurances are in place incase of further damage or loss of goods. In cases where you use your own courier, the items will be yours/the couriers responsibility until they are received back at our warehouse.