SHIPPING POLICY

Distell.com Ltd
Last updated: November 2025

This Shipping Policy (“Policy”) explains how Distell.com Ltd (“Distell”, “we”, “us”, “our”) handles the delivery of physical goods to customers locally within the United Kingdom, nationally across the UK, and internationally worldwide.

This Policy forms part of our Terms & Conditions and should be read in conjunction with our Returns Policy and Privacy & GDPR Policy.

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1. Company Information

Distell.com Ltd
Registered in Scotland (Company Number: SC445010)
Registered Office & Trading Address:
Unit 4, Old Levenseat, Fauldhouse, Bathgate, West Lothian, EH47 9AD
Email: info@distell.com
Telephone: +44 (0)1501 770124

Industry Sector: Manufacture of electronic measuring, testing and associated equipment.

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2. Shipping Coverage

We ship Products:

• Locally within Scotland

• Nationally across the United Kingdom

• Internationally to most destinations worldwide

Shipping destinations include (but are not limited to):

• UK (England, Scotland, Wales, Northern Ireland)

• EU countries

• North America

• Asia

• Middle East

• Australia & New Zealand

• Africa

• Central and South America

If a destination is unsupported or restricted, we will notify you before fulfilling the order.

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3. Shipping Methods

We use a range of trusted couriers depending on destination, parcel type and value, including:

• Local couriers

• National courier services

• International couriers

• Specialist carriers for high-value or sensitive equipment

Tracking availability is dependent on the specific courier and will be provided where offered.

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4. Handling & Processing Time

4.1 Standard Handling Time

Our standard handling and processing time is:

Up to 30 days
(This may vary based on manufacturing schedules, stock levels, calibration requirements and custom-build components.)

4.2 Factors That May Extend Handling Times

Handling may take longer due to:

• Order complexity

• Calibration or software preparation

• Large-volume or customised orders

• Peak demand periods

• International clearance requirements

• Export documentation requirements

• Delays caused by incorrect customer information

We will contact you if your order requires additional time.

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5. Shipping Timeframes

Shipping time varies by:

• Destination

• Courier availability

• Customs clearance (international shipments)

• Local postal infrastructure

General estimated times:

• Local (Scotland): 1–5 working days after dispatch

• UK Mainland: 2–7 working days after dispatch

• Europe: 5–15 working days

• North America: 7–20 working days

• Rest of World: 10–30 working days

These are estimates only, not guarantees.

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6. Customs, Duties & Import Taxes

6.1 Customs Responsibilities

For all international orders:

• Customs duties

• VAT/GST

• Brokerage fees

• Import tariffs

• Local taxation

• Clearance fees

are the responsibility of the customer, unless explicitly stated otherwise in writing.

6.2 Refusal to Pay Import Charges

If customs fees are refused, resulting in return or abandonment:

• No shipping fees will be refunded

• Any additional courier or customs charges may be deducted from refunds

• Returned items may incur restocking fees

• Abandoned goods are not refundable

6.3 Customs Delays

Customs processes may delay your order. Distell has no control over:

• Time taken for customs inspection

• Additional documentation requests

• Local import rules or restrictions

• Goods held by authorities

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7. Shipping Costs

7.1 Calculation

Shipping costs are calculated based on:

• Destination

• Weight and dimensions

• Courier rates

• Insurance requirements

• Export documentation

• Packaging needs

7.2 Refunds of Shipping Costs

Shipping fees are non-refundable, except where legally required under UK consumer law (e.g., a full refund for faulty items returned within 30 days).

7.3 Free Shipping

We do not currently offer a free shipping threshold.

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8. Delivery Attempts & Failed Delivery

If a courier fails to deliver because:

• No one is available to receive the parcel

• Wrong address or incomplete details were provided

• Customer fails to contact courier after attempted delivery

• Customer refuses delivery

then:

• Additional delivery/missed-delivery charges may apply

• Items returned to us may require payment for re-shipping

We are not responsible for delays caused by courier or customer inaction.

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9. Packaging

Products are packaged securely and appropriately based on:

• Fragility of equipment

• Distance and method of travel

• Courier specifications

• Environmental requirements (temperature, protection, etc.)

Packaging is designed to minimise risk of damage during transit.

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10. Responsibility for Lost or Damaged Parcels

10.1 Risk Transfer

Risk passes to the customer:

• Once the courier delivers goods to supplied address.  Failure of delivery is responsibility of courier and any claim will be directed as such.

• Or when the goods are made available for collection (if applicable)

This aligns with the Consumer Rights Act 2015 and Sale of Goods Act 1979 (as amended).

10.2 Lost or Damaged Deliveries

Responsibility for loss or damage during transit lies with the courier, in line with your stated policy:

Responsibility for lost parcels: Courier

Distell will, however, assist customers by:

• Providing tracking details

• Providing documentation for claims

• Liaising with couriers where possible

10.3 Reporting Damaged Goods

Damage must be reported within:

• 72 hours of delivery, accompanied by photographs

• Packaging must be retained until the investigation is concluded

Failure to report within this timeframe may affect eligibility for courier compensation.

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11. Digital Products & Software Delivery

For digital items (software licences, firmware, activation keys):

• Delivery is typically electronic (email, download link, or platform delivery)

• Delivery is deemed complete once the digital item is accessible

• No shipping costs apply

• Digital goods may not be refundable—see our Returns Policy

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12. Incorrect Address

If the customer provides an incorrect or incomplete shipping address:

• We are not liable for non-delivery

• Re-shipping fees may apply

• Refunds are not provided until goods are returned to Distell in good condition

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13. Force Majeure Events

We are not liable for shipping delays or failures caused by events beyond our control, including:

• Natural disasters

• War or political instability

• Pandemics

• Port closures

• Strikes

• Courier failure

• Severe weather

• Customs disruptions

This is aligned with UK contract law (frustration of contract principles).

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14. Consumer Rights (UK Customers Only)

Customers purchasing as consumers (not businesses) have rights under:

Consumer Contracts Regulations 2013

https://www.legislation.gov.uk/uksi/2013/3134/contents

Consumer Rights Act 2015

https://www.legislation.gov.uk/ukpga/2015/15/contents

Key rights include:

• Goods must arrive in a satisfactory condition

• Goods must match their description

• Goods must be fit for purpose

• Faulty goods may be returned for a refund or replacement

Business customers do not receive the same statutory protections.

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15. International Law & Variations

International customers should check their own country’s:

• Import rules

• Product restrictions

• Duty thresholds

• Certification requirements

• Taxation laws

Distell cannot guarantee compliance with foreign regulations unless explicitly agreed in writing.

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16. Updates to This Shipping Policy

We may update this Policy at any time to reflect:

• Courier changes

• Global shipping disruptions

• New delivery methods

• Legal changes

• Policy improvements

The “Last updated” date will indicate when changes took effect.

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17. Contact Us

For any shipping-related questions or assistance:

Email: info@distell.com
Phone: +44 (0)1501 770124
Address: Unit 4, Old Levenseat, Fauldhouse, Bathgate, West Lothian, EH47 9AD
Website: https://distell.com