Frequently Asked Questions
This FAQ consolidates key customer information from CaterEq’s public policies to help customers quickly find answers. For the authoritative policies, please refer to the pages linked on our website.
1. Ordering & Payments
Q: How can I place an order?
A: Place orders directly on our website by adding items to your basket and checking out. You will receive an email order confirmation once the order is placed.
Q: Is my order Business-to-Business (B2B) or consumer?
A: Every sale is considered a Business-to-Business (B2B) contract. Consumer Distance Selling Regulations do not apply. We are therefore not obligated to offer refunds or accept returns even if items are unused.
Q: What payment methods do you accept?
A: We accept card payments (Visa and Mastercard) and bank transfers. All orders must be paid in full before dispatch. All prices are shown exclusive of VAT unless otherwise stated.
Q: Do you offer credit accounts?
A: We do not offer credit terms. All orders must be paid in advance. However, additional discounts may be available for bulk orders or approved trade customers — please contact our sales team for details.
2. Delivery
Q: How much is delivery?
A: We operate a fixed-rate shipping policy of £30 (including VAT) on all orders within the UK.
Q: What type of delivery do you provide?
A: Standard delivery is kerbside to ground-floor only. Drivers do not unpack or position goods. Please carefully unpack and check goods before signing for delivery.
Q: What if my item is damaged in transit?
A: If you find damages on delivery, please refuse the delivery and we will arrange an exchange. Signing the delivery note indicates the goods were accepted in good condition and transport damage cannot be claimed afterwards.
Q: Do you deliver to Northern Ireland or internationally?
A: Yes, we deliver to Northern Ireland. An XI-EORI number is required for customs processing and pallet deliveries may apply. We do not deliver internationally. Please note we reserve the right to apply surcharges for Northern Ireland deliveries.
Q: When will my order arrive?
A: Delivery windows are typically during business hours. Orders placed before 12pm are usually processed the same day. Average delivery lead times are 3–5 working days, depending on stock availability and destination.
3. Returns & Refunds
Q: Can I return goods if I change my mind?
A: As all sales are B2B, change-of-mind returns are not required under consumer distance selling rules. Any discretionary returns must be agreed in advance with our team. A 25% restocking fee applies, and the customer is responsible for return delivery costs.
Q: How long do refunds take?
A: Refunds (where applicable) are processed after inspection and agreement. Refunds typically take 7–14 working days to appear once approved.
4. Warranty & Support
Q: What is your standard warranty?
A: Standard warranty is 12 months parts‑only, unless otherwise stated.
Q: How do I start a warranty claim?
A: Warranty claims must be opened using our online Warranty Service Form. Claims cannot be opened by phone or email.
Q: What isn’t covered under warranty?
A: Damage to glass / broken glass and consumables (e.g., bulbs, batteries, oil) are not covered.
Q: Do you provide repairs or replacements under warranty?
A: Where a fault is confirmed, we may offer a repair part or a replacement product depending on circumstances. Options may vary depending on proportionality and product type. Please note that CaterEq does not provide on-site engineers and labour costs are not covered. Only back-to-base and parts-only warranty applies.
5. Delivery Damages & Missing Items
Q: My delivery is damaged—what should I do?
A: Inspect goods on arrival. If damaged, refuse delivery and contact us so we can exchange the product.
Q: My order is missing items—what next?
A: Contact us with your order number and details; we will investigate and resolve the issue.
6. Product Information
Q: Are the product images and specs accurate?
A: We strive for accuracy, but product images are for illustration and specifications may change due to manufacturer updates. Please review specifications on the product page carefully before purchase.
Q: Do you offer installation?
A: Some items may require professional installation by a qualified engineer. CaterEq does not provide installation services for standard equipment. Installation is only available for cold rooms and freezer rooms, which can be arranged at an additional cost.
Q: Can I get manuals or spec sheets?
A: Specification sheets are available on many product pages. Contact us if you need additional documentation.
7. Trade & Business Accounts
Q: Do you offer trade discounts?
A: We do not currently offer trade discounts. Please check back on our website or contact us for updates, as this may change in the future.
Q: Can I open a business account?
A: Yes—subject to approval and any necessary checks.
8. Complaints
Q: How do I make a complaint?
A: Email support@catereq.co.uk with your full name, contact details, order ID, relevant dates/times, product codes, and a summary of the issue.
Q: How quickly will you respond?
A: We will acknowledge your complaint within 3 business days and aim to provide a full response within 14 business days, with updates if it takes longer.
Q: What if I’m not satisfied with the outcome?
A: You may escalate externally, including dispute resolution routes such as the ombudsman or legal remedies as set out in our Complaints Policy.
9. Privacy & Data Protection
Q: Who is the data controller?
A: CaterEq is the data controller for https://catereq.co.uk.
Q: How do I exercise my data rights or report a security concern?
A: Contact us at info@catereq.co.uk. We are PCI DSS certified and employ technical and organisational measures to protect data.
10. Contact Us
Q: How can I contact you?
A: Phone: +44 1443 584112 (Mon–Fri, 9:00–17:00). Email: support@catereq.co.uk. We aim to respond to customer enquiries within 24–48 business hours. Address: Unit 37 Abergorki Industrial Estate, CF42 6DL Treorchy, Wales.
Note: This FAQ summarises policies from the website and does not replace the full Terms & Conditions, Delivery Policy, Privacy Policy, Complaints Policy, Warranty, or Disclaimer.