Peace of mind with Gopher Assurance
Our aim at Gopher is to let you purchase on-line with complete peace of mind; we call this Gopher Assurance. We describe here how we go about making your on-line experience with Gopher easy and stress free.
We believe the areas of most concern to on-line shoppers are:
How do I know my card details are safe when I make an on-line purchase?
What happens if my delivery does not arrive when I expect it to?
What is the policy regarding product substitutions?
How do I return goods?
What happens if my goods develop faults?
How do I get any problems resolved when things go wrong?
If you particular concerns about an issue that isn't covered here look in our list of FAQs.
Many shoppers worry quite rightly about the security of their personal and credit or debit card details when making an on-line transaction. At Gopher, your security is of the utmost concern to us.
Gopher uses the latest and best available, industry standard secure server software (SSL), in order to guarantee the security of on-line payment transactions. All your personal information, your name and address, and credit or debit card number, is encrypted (or ‘scrambled’) so that it cannot be read as this information passes across the Internet. This prevents third parties from 'listening' to internet traffic and capturing your personal information.
We use a secure payment gateway provided by Cardsave who is a member of the WorldPay Group, the UK’s largest card processor by volume. For more details about Cardsave see: http://www.cardsave.net/
You can check for yourself that Gopher Supplies (or indeed any website) is secure. When you submit your card details for payment, Gopher communicates directly with the card payment provider, and this point the prefix 'https' will replace the 'http' at the front of the www.gophersupplies.com address in your browser address window. A small locked padlock will also appear in your browser. If you click on the padlock you can view our certificate information including who issued the certificate and the valid to and from dates.
Deliveries not received
You will be advised of delivery dispatch and the anticipated delivery date of your order. If you have not received your delivery within five days of this advice, please notify Gopher customer services as soon as possible and not more than seven days from the originally advised despatch.
Similarly any delivery shortage should be notified to Gopher customer services immediately or not more than seven days from the originally advised despatch.
Gopher customer services can be contacted on 01926 818000 or via the website at contact us.
It is always Gopher’s intention to supply you with the product chosen by you as advertised on the website.
Sometimes, at very short notice, products are discontinued, or the manufacturer changes the specification; or they may even become unavailable for reasons beyond our control. In these circumstances, we may substitute a product at no lesser specification or price. If the price is higher, you will continue to be charged at the original price.
We will advise you of any product substitution in your original order. Should the substitution be unsuitable, we will arrange free collection of the goods and, either replace them or make a refund as necessary.
At Gopher, we make returning goods a simple and painless process.
Should goods be delivered faulty, incorrect or damaged, please report this immediately to the Gopher customer services on 01926 818000 or via the website at contact us, and no later than three days following delivery. We will arrange free collection of the goods and, as necessary, immediately replace them.
We understand that sometimes goods are purchased in error or are no longer required, once delivered. Gopher will accept the return of such unwanted goods without fuss providing the following conditions are met (owing to the nature of floor cleaning machines and large kitchen equipment slightly different arrangements apply):
Please notify your intention to make a return within 14 days of receiving the goods;
The goods must be in a re-saleable condition, that is to say contained within their original unopened and undamaged packaging;
A small £10 plus VAT collection charge will apply.
Additional conditions apply in respect of floor cleaning machines and large kitchen equipment:
For any items with a purchase value in excess of £200 a re-stocking charge of 25% of the purchase value of the item will apply.
A £25 plus VAT collection charge will apply
In all cases, we are unable to offer a refund or exchange on standard or made to measure orders of fabricated stainless steel such as tabling and shelving units.
Please call the Gopher customer services on 01926 818000 or via the website at contact us if you wish to make a return of unwanted goods.
A refund will only be made once the goods have been received and inspected by Gopher. In the event that returned goods have clearly been used or in the opinion of Gopher are otherwise unsaleable, we regret that no refund will be made, and the goods will be returned you.
If any product supplied by Gopher becomes defective within a year of purchase then we will repair it at no cost to you. This warranty does not apply to ordinary wear or tear, or if a product has been damaged due to misuse. Please call the Gopher customer services on 01926 818000 or via the website at contact us in order to arrange free collection and repair.
In the event that a repair cannot be arranged, we will seek to replace the defective item at the same or a higher specification, or refund you the original purchase value of the item if it is no longer available (if purchased under a special offer or promotion, the refund will be made at the offer price).
Where machines and equipment are sold without a commercial warranty, these should be returned directly to the manufacturer in the event of a breakdown. Also, where an item of equipment is sold with a 'Return to Base' warranty terms, any defective equipment must be returned to the manufacturer for repair. It is the customers responsibility and at their expense to return the defective item to the manufacturer.
When things just go wrong!
We will try as hard as possible to ensure in meeting our service promise that things don’t go wrong. If they do, our commitment to you will be to put them right as quickly as possible.
If you have a service query, you may be able to find the answer in our FAQs.
Alternatively, why not ask the question via Gopher’s on-line chat?
If you have a service issue or complaint please raise the matter with Gopher customer services on 01926 818000 or via the website at contact us.