Frequently Asked Questions
Help with your order
Has my order been dispatched?
When your order has been dispatched you will receive an e-mail confirmation with tracking option detailing a delivery date and estimated time slot. If you have not received this e-mail then your order has not been dispatched yet. It may be that we are waiting for stock or payment has not been received, please contact the sales office for updates at email@example.com
When will my order be delivered?
Orders can be delivered up until 5.30pm Mon-Fri for businesses, and up until 7.30pm for residential deliveries. Orders need to be received by 3.00pm to get a guaranteed next day delivery and timed service. Please bear in mind it will be delivered by a third party courier. You will receive an e-mail confirmation when goods are dispatched enabling you to track your order online.
Why are there missing items on my delivery?
Item shown on my delivery note as shipped
If your delivery note shows an item that has been sent but is not within your delivery then it is missing, please contact the sales office at firstname.lastname@example.org within 7 working days to advise them of the missing item. Please use your order reference in any communication.
Item not shown on my delivery note as shipped
If items are clearly shown as missing on your delivery document it means they were not available from stock at the time the order was dispatched. These will be forwarded onto your as soon as items are in stock. You will not be charged any additional carriage. If you wish to cancel these contact us at email@example.com to arrange the applicable refund. Please use your order reference in any communication.
I want to return an item?
I did not order this item
In an event you receive an incorrect item you need to contact us within 7 working days at firstname.lastname@example.org. You will be given a returns reference number which you can use for all communications. If it is deemed a Centre Tank Services Ltd error we will refund you the item cost and carriage costs you to return the incorrect item. If you do not have the ability to return the item a collection can be arranged. This is only valid if the item is unused and in its original packaging
I have received a damaged item
If you receive a damaged item you must notify us within 7 working days by e-mail email@example.com quoting your order reference details. You will be contacted by a member of the team to try and determine the reason for the damage. You may be required to provide photographic evidence. If determined damaged either prior to dispatch, or through courier mishandling, a replacement will be sent out. The damaged item will then be collected. Arrangements will be made via our sales office.
I no longer require an item
In an event you order an incorrect item you need to contact us within 7 working days of receipt on firstname.lastname@example.org. You will be given a returns reference which you can use when returning the item for a full refund. If you contact us after 7 working days we reserve the right to charge a restocking fee of 20%.
If you do not have the ability to return the item a collection can be arranged and the cost will be deducted from the refund. The only time additional payment will be requested is if the cost of carriage exceeds the cost of the item. This is only valid if the item is unused and in its original packaging.
Do the prices shown include VAT & Delivery?
All prices shown exclude VAT and delivery, VAT will be added at the prevailing rate when you checkout, you will get various options of delivery when you checkout.
How long are the prices shown on the website valid for?
All published prices are subject to change without notice, if a price is found to be incorrect when Centre Tank Services receive the official order it has the right to contact you with the discrepancy giving you the option to continue with the order or cancel.
Pay by Card
This is an instant process through Sagepay, so subject to stock availability you will receive your goods based on your chosen delivery option. Please be aware all next day orders need to be placed prior to 3.00pm for the service to be valid.
Pay by BACS/CHAPS
BACS – BACS payments usually take up to 3 working days, we will ship your order on your requested delivery on the day we receive payment, subject to receipt prior to 3.00pm. Subject to stock availability.
CHAPS – CHAPS is a same day payment, subject to us receiving the payment prior to 3.00pm we are able to ship your order on your requested next day delivery service. Subject to stock availability.
Pay with Paypal
Paypal is instant so subject to you having an account, and there is available stock, you will receive your goods based on your chosen delivery option. Please be aware all next day orders need to be placed prior to 3.00pm for the service to be valid.
Am I safe to enter my credit/Debit card details online?
When you pay by card you will make your payment through Sagepay who you will be directed to. They are a trusted source.
The product I ordered has failed
If you believe you have a faulty product contact us by e-mail at email@example.com may require you to send it back to us to inspect which we will do free of charge if you purchased it within the last 12 months (3 months for hoses and hand pumps). If it is older than that we may charge you for inspection. If the product is deemed faulty under manufacturer’s guidelines and within the 12 month warranty period (3 month for hoses and hand pumps) we have the right to either repair, replace or refund the cost you paid for the item. If the product is faulty through no fault of the manufacturer then we will quote you for repair or a replacement. If you just require the product to be returned in the condition sent back to us we can do so at the standard carriage cost.
What is Centre Tank Services Liability if a product fails?
Firstly we are sorry this has happened but Centre Tank Services cannot cover any indirect or consequential damages the product may have caused. If deemed faulty after inspection we will only refund to a maximum, the cost of the product purchased.
Are my personal details I provide you secure?
If you place an order with us or setup an online account we will not disclose any personal information to any third party without your consent, except for the purpose of processing the order and arranging delivery.