Large, Heavy and Special-Handling Products Policy

1. Why this has its own document#

1.1 Delivering a phone in a small envelope is not the same as delivering a fridge to a fourth floor with no lift.

1.2 This document explains what is different about large, heavy, fragile or special-handling Items, so you know what to expect before you order.

2. What it covers#

Including, without limitation:

• furniture of all kinds;
• large home appliances (fridges, washing machines, gas ovens, large screens);
• mattresses;
• bulky gym equipment;
• fragile items (glass, ceramics, mirrors);
• anything whose weight or dimensions make it hard for one person to handle.

3. Before you order: your part in checking#

3.1 Check the dimensions and weight published on the Item page.

3.2 Measure the route in, not just the room: the building door width, the lift or stairwell, turning corners, and the room door.

3.3 Check that a delivery vehicle can reach your building, and what permits your building's security or management require.

4. Delivery#

4.1 These Items can take longer to deliver than ordinary ones.

4.2 We may contact you to arrange an appointment rather than arriving within an open window.

4.3 Handling may need more than one person, and we may need you to confirm the route is clear.

4.4 What is not included as standard:

4.5 Where an installation or carrying service is offered with an Item, its conditions and price appear on the Item page before you buy.

5. ★ Inspection at handover#

5.1 This category is where inspection at the door is the most valuable thing you can do.

5.2 Before you sign for it:

• inspect the outer packaging for dents, tears or water marks;
• where possible, open the packaging and inspect the visible surface for scratches, cracks or breaks;
• check the number of parcels and that the accompanying parts are present.

5.3 If you find damage:

5.4 Photograph before fully unwrapping. Images taken at handover are the strongest evidence in any claim.

5.5 The route from there is in the Damaged, Defective, Wrong or Missing Products Policy.

6. When the Item cannot be brought in#

6.1 If the Item cannot be brought to its place because of the building or the route:

6.2 That is why section 3 stresses measuring in advance; it saves you time.

7. Returns#

7.1 These Items are subject to the same return window and conditions as any other, under the Returns Policy.

7.2 But collection from you takes longer to arrange, because it needs a suitable vehicle and sometimes more than one person. We agree an appointment with you.

7.3 Original packaging matters especially in this category; without it, the chance of the Item being damaged on the way back rises considerably, which can affect the inspection outcome under the Product Inspection and Return-Rejection Policy.

7.4 The Item should be dismantled and not installed at collection, unless the reason for return is a defect that only appears after installation.

8. Warranty#

8.1 These Items usually carry a manufacturer's warranty, and repair goes through authorised service centres rather than immediate replacement.

8.2 The detail is in the Warranty Policy.

9. Safety#

9.1 Do not attempt to install an Item that requires a qualified technician — especially anything connected to gas, electricity or water.

9.2 Follow the manufacturer's instructions supplied with the Item. Article 3(A)(2) of the Consumer Protection Law No. (7) of 2017 gives you the right to receive, clearly, complete and correct information about the good and the conditions of its sale.

9.3 If you suspect a safety hazard, the route is in the Product Safety and Recall Policy.

10. Version history#