Accessibility

Q: How do I know what size the items are?
A: All dimensions are shown in the following format – Width (left to right) x Depth (back to front) x Height (top to bottom).

Please note that it is the customer’s responsibility to measure site entrances and doorways to ensure that the goods can be delivered without obstruction. No responsibility will be taken by caterstop.com for goods that are too large to fit through entrances and any costs incurred in trying to rectify this will be the full responsibility of the customer.

Please also note that delivery will only be made to ground floor level.

We reserve the right to refuse delivery to any floor other than ground floor or if there is restricted access, and will either leave the goods with you at ground floor, or take it away, in which case a delivery charge and re-stocking fee will be charged.

Cancellation & Returns

Q: What do I do if my goods arrive damaged?
A: Any items which are faulty or damaged on delivery must be reported to customer services on 020 8365 5430, within 2 working days. We will then inform you where to send back the faulty items and replacements will be arranged.

Please have the following information available so that your enquiry is met quickly and adequately:

Make of Equipment
Type of Equipment
Model Number
Serial Number

We cannot accept responsibility for damaged goods.

Q: What do I do if I decide that I no longer want the goods?
A: All goods are non-returnable unless faulty or damaged upon delivery. Customers are reminded to ensure the product they are ordering is suitable for their requirements and no responsibility is placed with caterstop.com for their decision.

Goods which have been incorrectly ordered will only be accepted for return with prior approval from caterstop.com.

Returned goods will only be accepted, unused, correctly packed in the original packaging, with original manuals and necessary proof of delivery and receipt. A restocking charge of 25% of manufactures retail price will be levied on all such goods.

All refunds will be issued upon receipt of returned goods. In the event of a customer returning goods, carriage or postal charges are not refunded.

Confidentiality

Q: Will my details be shared with any other companies?
A: Please remain assured that none of your details will be used for anything other than the purpose they are required for and shall not at any time be shared with any other companies.

Delivery

Q: What is the cost for delivery?
A: Standard delivery for all orders over £100 to the UK Mainland is completely free. Deliveries outside the UK Mainland may incur additional charges. If you require special delivery we can arrange this at an additional cost. Call Customer Services on 020 8365 5430 for a quote.

Q: When will my goods be delivered?
A: We will notify you by email of the expected date of delivery following the processing of your order.

Q: What if the item(s) I have ordered is out of stock?
A: We will always advise you if there is a problem with the availability of an item and give you the option to either wait until the order can be fulfilled, choose an alternative product or cancel.

Q: Can you do export delivery?
A: No, we deliver to UK only. We cannot deliver to Europe or overseas.

Q: When will the goods to be delivered?
A: Our standard delivery policy is 3-5 days subject to stock and availability.

Installation

Q: How do I get my equipment installed?
A: Whilst most products available from caterstop.com can be simply connected without the need for expert installation, we do have gas and some larger electrical items that require the skills of a trained installer. Customers ordering these types of products will need to independently arrange for this type of installation.

Orders

Q: How will I know if my order has been received?
A: You will receive a confirmation email notifying you that your order has been received.

Q: How do I track my order?
A: You will receive update emails notifying you of the progress of your order throughout the order process.

Q: What do I do if I have accidentally ordered the wrong item?
A: Please contact us within 24 hours of placing the order so that we can make the amendment. Late contact may result in you be charged a re-stocking fee even if the item has not yet been delivered.

Q: Is there a minimum order value?
A: Yes, caterstop.com can only accept orders of a minimum of £100 ex VAT.

Payment

Q: When will payment be taken from my card?
A: A real-time payment is used by our systems as the default option. There are two stages to a real-time payment: authorization and settlement. Authorization is obtained from the bank in real-time as soon as the card details have been submitted to SagePay. Once a transaction has been authorized, the customer’s card is “shadowed” so that those funds are reserved for that one transaction and cannot be spent elsewhere.

Q: What currencies do you accept?
A: We only accept payment in pounds stirling.

Q: How secure is my payment?
A: All the payments are through SagePay system that provides secure online credit and debit card payment solutions across the UK. All transaction information passed between merchant sites and the SagePay VSP Systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to your servers from SagePay are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing you pass to the SagePay servers can be examined, used or modified by any third parties attempting to gain access to sensitive information. Once on our systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data we hold is extremely secure and we are regularly audited by the banks and banking authorities to ensure it remains so. SagePay has multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.
No individuals within SagePay are able to decrypt transaction information or cardholder data. SagePay systems only allow access to their most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your transaction information and customer card information is secure even from SagePay own employees because their systems never display the full card numbers, even on administration screens.

Prices

Q: Do prices include VAT?
A: No, all prices are quoted ex VAT.