Customer service is a high priority for Jonesco and we aim to meet the highest standards. In order to achieve efficient handling of any problem arising from our products or service we provide this guide to our procedures for resolving problems.

What time will my order arrive?

The next day service that we use specifies delivery within working hours, usually 9-5:30. However if you want a more accurate estimation of the delivery time, you can log into www.tnt.co.uk and click the tracking option (have your tracking code handy).  Our collection is 2pm each day from TNT so orders placed after this time will be treated as orders of the following day.

If you do not want to wait in for a delivery, then you can leave a note on your front door with instructions for to leave the package somewhere safe (or with a neighbour). We are not responsible for the loss of any packages should you choose to do this.

What to do if my order is late arriving?

Please login to www.tnt.co.uk and follow the tracking option. If you have difficulty please e-mail Jonesco on sales@jonesco-plastics.com and our customer services staff will attend to your query during our office hours of 8am to 5pm weekdays, 4.30pm Fridays.

Please quote your name, company name, reference number and advise of the problem. They will then check whether it has been despatched and by which method. If it is a carrier problem we will contact the carrier and ring back with all the information we can obtain. If the goods have not left yet we will advise of the new expected despatch date. If the goods are not specifically manufactured for you, you may alter the order to buy an alternative product.

What if the carrier arrives and the note says “two” but the carrier has “one”?

Write on the advice note “Only received one”.

E-mail Jonesco customer services and advise of the shortage who will contact the carrier and keep you informed.

What if the carrier arrives but the goods are damaged?

All goods should be counted and checked by you in the presence of the carrier. Signing the delivery note waives all rights to insurance should the goods be found to be damaged. Signing the proof of delivery note “Unchecked” or similar is not accepted by the carriers and is deemed a signature accepting the goods in the number and condition received.

E-mail Jonesco customer services and advise of the damage who will ring the carrier and keep you informed.

Returns

If a product is found to be faulty or has been damaged it may returned within 28 days of delivery. As soon as we receive the damaged goods we will replace the article free of charge or refund the money if a replacement is not possible.

What to do if it’s not the correct product? (I ordered the wrong item)

Contact our sales or sales/quality department to see if return is viable and acceptable. Jonesco does not accept the carriage charges where the goods were supplied correctly to order.

Right to cancel

You have 7 days from placing the order (receiving the goods) to cancel the order and have a full refund. You must write or e-mail to Jonesco that you wish to cancel and we will then arrange the necessary action to collect the goods and refund your payment within 30 days. If you cancel an order within 7 days using the distance selling regulations you MUST return the goods to Jonesco immediately and in good condition and packaging. Failure to return goods will lead Jonesco to charge you a sum not exceeding the direct cost to Jonesco of recovering the goods.

IMPORTANT POINTS TO REMEMBER

1.    A returns authorisation number must be obtained before the return of any product.

2.    Failure to use this number on the returned goods could result in the return being refused.

3.    The packaging must be sufficient to prevent damage to the product that could affect your claim.

4.    A returns number is valid for 14 days only.