Shopping Help
Shopping Help
We are committed to ensuring that your shopping experience is hassle-free and enjoyable. Our team is always available to help you with any questions you may have about our products, assist you in placing orders, or provide support for returns and exchanges.
Our price match promise to you: If you find the same product under the same terms advertised cheaper elsewhere we will match or better the price when you place your order with us.
How to order
- When you see a product you like simply click on the 'add to basket' button to add this to your shopping basket.
- At any time you can click on basket icon top right o fthe bage. This option will allow you to view and change your selections.
* You can click on the view basket button at the top of each page at any time.
* You can update the quantities of an item or remove it completely from your basket.
- When you have finished shopping, click on the 'go to checkout' button and you will then be asked for your delivery details and payment method.
- There is lots of flexibility. When you get to the checkout you can:
* Change your mind
* Add more things to the shopping basket.
* Change any of the items
* Alternatively you can place your order with our sales department by telephone - 01885 498350
How to pay
- The Ceonline web site allows you to order directly over the internet in a few easy steps using our secure checkout. We use 128 bit SSL encryption for security during the ordering process.
* You will need your credit card details to hand, when you start to order.
* You will receive a confirmation of your order via email and a receipt will be sent with the products you buy.
- If you prefer not to order online your credit card information can also be given to our sales department, please call us on01885 498350 for friendly, efficient service. We accept Switch, Delta, Visa and Mastercard.
- We welcome account enquiries from Local and Central Government offices, MOD, National purchasing organisations and muliti-site commercial organisations. If you wish to place a Local Authority order, simply fax, email or post your official purchase order to us for immediate attention.
Please do not send cash by post as we cannot be held responsible for any loss.
Postage and packaging
There is no charge for postage and packaging or delivery within the UK mainland for orders over £50 + VAT. For orders under £50 + VAT there is a charge of £7.99 + VAT to cover postage, packing and delivery. We can arrange for a quotation for overseas delivery, please contact us for details.
Delivery
Please read detailed delivery information here.
In stock orders are typically dispatched within 24 hours of receipt Monday to Friday during business hours of 9am to 6pm. Goods delivered direct from the manufacturer are usually despatched within 24 hours on a 2-3 day delivery service, we will always inform you if there is any change to this. The delivery information posted on the web site is a guideline only.
Unless stated prices exclude positioning or installation.
Product descriptions
We have taken lots of care to make sure that product descriptions, specifications and images are correct. However, we reserve the right to make any changes, technical or otherwise to product specifications.
Returns policy
Our return policies apply to goods unused and as new, in their original packaging (external & internal) and with all instruction manuals.
Once an item has been despatched, a cancellation for any reason is classed as a return. If you wish to cancel an order after it has been dispatched you may have to pay round trip delivery costs and a re-stocking fee.
A minimum 30% re-stocking fee applies to goods returned. However where goods have been ordered directly from the manufacturer then the re-stocking fee will be determined by the manufacturer, this can be anything up to 75% of the invoice value.
Special order and refrigerated goods may not be returned unless found to be damaged or faulty upon delivery.
You can return your order provided you do so at your own cost and within 14 working days from the day after you received and signed for the goods. Goods must not be returned to us without our authorization, you must obtain a returns number. Unsuitable goods or goods ordered in error will be charged a restocking fee. Please make sure that the goods you order are suitable for your purpose before you place the order.
Within 14 calendar days of receiving your order you may return the goods to us at your own cost provided they are un-damaged, un-used and in their original packaging with all instruction manuals included.
The customer must arrange insurance with the carrier or Post Office when returning goods to cover possible damage or loss in transit for the full value of the item.
If we have to replace any lost manuals or packaging, the cost of this would also become payable by you the customer.
You will be refunded or credited within 14 days for goods returned under the above terms.
Where applicable carriage or postal charges are not refunded in the event of a customer returning goods under our return policies.
You must telephone 01885 498350 for a returns number before you return any goods to us.
Warranties
Goods will be supplied with the manufacturer's (or the manufacturer's appointed agent) warranty and will correspond with their description and specification being free from defects in material and workmanship for a period of 12 months from delivery unless otherwise stated in the product's description or agreed in writing by us.
The Company (Ceonline Ltd) shall be under no liability under any warranty, condition or guarantee if the goods in question have not been paid for in full.
Ceonline shall be under no liability for any defects arising from incorrect installation, negligence, fair wear and tear, damage, incorrect use, or lack of maintenance including following manufacturer’s servicing recommendations.
Where applicable, parts and labour guarantee only applies to goods supplied in the UK Mainland. Some manufacturers operate a “return to base” guarantee whereby the goods must be returned to them, Ceonline does not offer compensation, replacement or loan equipment in these cases. Manufacturers may also wish to inspect items before a replacement is arranged, they reserve the right to do so.
Consumable parts are not covered under guarantee, these include bulbs, door seals and glass.
Ceonline endeavours to handle all service calls quickly and efficiently, in order for us to do this the customer is required to complete a service request form. If a customer requests a service call and no fault can be found with the goods, then payment for the call will be taken from the service request form.
Ceonline will not authorise any warranty call/repair during the warranty period without the prior authorisation (to Ceonline) of the manufacturer (or manufacturer's agent). The manufacturer (or agent) shall dictate the service arrangements.
Except in respect of death or personal injury caused by Ceonline’s negligence, Ceonline is not responsible for any consequential loss or damages connected to the breakdown or failure of goods supplied (including loss of business, contracts or profits).
Start your warranty call here:
Privacy - our mailing list
Our policy is to respect the privacy of our customers. We do not make our mailing list available to any other company. Please read our Privacy Statement.
Customer services and complaints
Our Customer Services Department is open Monday to Friday from 9am until 5pm (except for bank holidays). To contact us please call 01885 498350, send an email to info@ceonline.co.uk, or alternatively you may write to us at: Catering Equipment Online Limited, 1a Port House, Tenbury Road, Bromyard, Herefordshire, HR7 4NS UK.
If you have a complaint about our service or products please contact Customer Services. All complaints will be dealt with in a fair and confidential manner. It is our policy to acknowledge your complaint within 5 working days and we will endeavour to resolve the dispute within 30 days, keeping you informed along the way.
We welcome any comments which help to improve our services.