Delivery policy

The published rates apply to eligible UK Mainland delivery addresses. Services for Northern Ireland, islands, Highlands and remote postcodes, and services for pallets, cut-to-length cable, cabinets or special-order, heavy, bulky or restricted goods, are only available where checkout confirms the price and timescale.

Eligible UK Mainland delivery charges are shown below including VAT, with the excluding-VAT amounts in brackets:

• Next-working-day delivery is £11.94 including VAT (£9.95 excluding VAT) on orders of £240 including VAT (£200 excluding VAT) or less.
• Next-working-day delivery is free on orders over £240 including VAT (£200 excluding VAT).
• Pre-12PM delivery is £18 including VAT (£15 excluding VAT).
• Pre-10:30AM delivery is £30 including VAT (£25 excluding VAT).

These published rates apply only to eligible orders and exclude pallets, cut-to-length cable, cabinets and special-order, heavy, bulky or restricted goods unless checkout expressly confirms them. The final delivery charge and applicable VAT are shown before the order is submitted.

• Orders are checked for payment authorisation, stock and delivery details before dispatch.
• Eligible available products ordered before 3PM on a working day are prioritised for same-day dispatch using the selected delivery service.
• The cut-off is a dispatch target and does not apply to weekends, bank holidays, failed payment or security checks, incomplete addresses or exceptional demand.
• Pallets, cut-to-length cable, cabinets and special-order, back-order, heavy, bulky or restricted goods may follow a different timetable, which will be communicated before acceptance where material.

Available services and their expected times are shown at checkout. A named service such as next-working-day, pre-12PM or pre-10:30AM is the delivery target for the carrier service selected. CableHQ plans dispatch around that target, but it is not a guaranteed appointment unless checkout or the order acceptance expressly says it is guaranteed. Customers who need delivery by an essential date should tell CableHQ before ordering so that this can be expressly agreed where possible.

Consumers will receive goods without undue delay and, unless another period is agreed, no later than 30 days after the contract is made. For business customers, time is not of the essence unless CableHQ expressly agrees otherwise in writing.

Tracking information will be supplied after dispatch when the selected carrier offers tracking. An order may arrive in more than one parcel where this is operationally reasonable. CableHQ will not add an unagreed delivery charge because an order is split.

Customers must provide a complete, accurate delivery address and any essential access details. Contact CableHQ immediately if an error is noticed. An address cannot always be changed after dispatch.

The carrier may leave instructions, attempt redelivery, deliver to an agreed safe place or return the parcel after unsuccessful attempts, depending on the chosen service. Any charge for resending an order returned because of an incorrect address or repeated missed delivery must be reasonable and explained first.

For consumer orders, risk normally passes when the goods come into the physical possession of the consumer or a person identified by them, unless the consumer independently arranged a carrier not offered by CableHQ. Ownership normally passes once full payment has been received.

If an expected delivery date passes, contact [email protected] with the order number. CableHQ will check the tracking and carrier position, keep the customer updated and arrange a revised delivery, replacement or refund as appropriate. Please also report visible transit damage, shortages or the wrong item within 48 hours of receipt where possible, include photographs where helpful, and keep the packaging until the issue has been assessed.

If CableHQ refuses to deliver, an agreed delivery time was essential in the circumstances, or a consumer told CableHQ before the contract that timing was essential, the consumer may be entitled to end the contract immediately. Otherwise, the consumer may set a reasonable additional period for delivery and may end the affected part, and where the law allows the whole contract, if that period is also missed. CableHQ will refund sums due for cancelled, undelivered goods without undue delay.

CableHQ may investigate with the carrier, but a consumer remedy is not dependent on the outcome of a carrier or supplier claim and is not removed by the 48-hour reporting request. If an expressly guaranteed paid delivery service is missed, CableHQ will at least refund the relevant delivery upgrade charge unless a different or additional remedy is required by law.

Events such as severe weather, widespread transport disruption or other circumstances outside reasonable control can occasionally affect delivery. CableHQ will take reasonable steps to reduce the effect, notify affected customers and resume delivery. This does not remove a consumer's statutory rights relating to delayed delivery, cancellation or refunds. The separate business-customer provisions in the terms of sale apply to business orders.

See the delivery information page for the shorter guide, or the returns and refunds policy if goods need to be returned.