Shopping and ordering
Ordering with ETI could not be simpler. To place an order from us, add the products you wish to your shopping cart, check out (using your chosen payment method) with your account or as a guest customer, and have your items shipped to you or to a person designated by you.
If online ordering is not for you, you can call our sales office on 01903 202151 (Mon-Fri 08:30-17:00) and a sales advisor will assist you through the ordering process, from product selection to payment method. Whichever way you choose to order, you will be given an opportunity to review your order prior to submitting it.
No. Anybody is able to buy our products, regardless of whether they have an account. For online orders, simply proceed to checkout as a guest.
Yes. You can call our sales office on 01903 202151 (Mon-Fri 08:30-17:00) and a sales advisor will assist you through the ordering process, from product selection to payment method. Alternatively, email your order to sales@etiltd.com.
Whichever way you choose to order, you will be given an opportunity to review your order prior to submitting it.
Unfortunately, we do not offer this service.
You should receive an order confirmation within 10 minutes of placing your order.
The security and peace of mind of our customers is extremely important to us. At ETI, we use Stripe to process your payments – this means your card data is 100% secure and is never held on our server.
When shopping and ordering with us online, please ensure you are using a secure network. An unsecured network, particularly in a public space such as a café or public transport, can pose as a risk as unauthorised people may attempt to intercept your purchase and bank details. Always connect to secure wireless networks that you are either familiar with or trust.
Please check your junk/spam email folders to check it hasn’t gone in there by mistake. If you still do not have confirmation, please contact our sales team (sales@etiltd.com or on 01903 202151 Mon-Fri 08:30-17:00), and a sales advisor will be happy to assist you.
Can I still change my order after checkout?
Unfortunately, amendments to your order cannot be made online after checkout. In the event that you need to make a change before the order has been dispatched, please contact our sales department and have your website order number to hand. We will do our best to assist you.
Can I cancel my order after final payment?
Yes. If you change your mind, and if the order has not yet been dispatched, you can cancel your order by emailing our sales team (sales@etiltd.com). If the item has been dispatched you will be able to return it in line with our returns policy.
What if I placed multiple orders by accident?
If your order is yet to be dispatched, you can cancel your duplicate order by emailing our sales team (sales@etiltd.com). If the item has been dispatched you will be able to return it in line with our returns policy.
Can I change the shipping address after ordering?
If you need to change an address, you can email our sales team (sales@etiltd.com) and, providing the order hasn’t been despatched, they will be able to amend the order.
Can I change the shipping method after ordering?
If you need to change shipping options, you can email our sales team (sales@etiltd.com) and, providing the order hasn’t been despatched, they will be able to action the change for you.
Do you deliver outside of the UK?
Yes. We have many distributors around the world that supply our products in multiple countries. If we don’t have a distributor in your country, then we can supply to you directly.
Are Import taxes or custom clearance Taxes included in the cost of my order?
Any taxes and customs duties for shipments outside the UK to EU and international destinations are not included in our product and shipping rates.
Unfortunately, we have no control over these charges as they are levied when the order reaches the destination, and the customer will therefore be liable for paying them. Should any order be refused to avoid payment of these fees, the return carriage charges and additional costs will be passed on to the customer.
Can I be notified when a product is back in stock?
Yes. If a product is showing as out of stock, simply enter your email on the product page to be advised when an item becomes available to purchase.
Can I reserve or pre-order products?
Unfortunately, our items cannot be reserved or pre-ordered.
What are the conditions for online offers?
Online offers cannot be used with any other website discount codes.
How can I stay up to date with offers and emails?
Staying up to date with ETI is quick and easy – anybody can sign up to our emails via our website homepage.
I received a discount code, how do I use it?
Once you have the item in your basket and you enter the checkout process, there will be a box entitled Discount code that you can enter the code into. Once you press the ok button you will see the discount applied to your order summary before you enter the payment section of the checkout.
My discount code isn’t working, what now?
Please check that the offer code is still within date and that the code has been inputted correctly. It is also important to remember that discount codes cannot be used in conjunction with other offers or discounts.
If you are still having an issue inputting a code, please contact our sales team (sales@etiltd.com) and they will be able to assist.
Payments
We accept all major debit and credit cards including Visa, Mastercard and American Express. We also accept BACS payments. When making a payment using your debit or credit card, please ensure the name and billing address matches the card holder details held by your card issuer.
Payment security is a priority for us, so we use Stripe payments to process all transactions. Stripe uses various measures to protect card information. It is a certified PCI Service Provider Level 1, offering the most stringent level of certification available in the payments industry. All card numbers are encrypted at rest with AES-256, meaning none of Stripe’s internal servers and daemons can obtain plain text card numbers. And, critically, no payment data is held by either us or Stripe.
Unfortunately, we don’t accept instalment payments. Many payment providers do offer instalment payment plans that allow eligible purchases to be paid for over specific time periods with fixed monthly payments. Please contact your payment provider for more information on this.
Yes, we do accept over the phone payment. Please ring the sales office on +44 (0)1903 202151 for more information and/or to complete and over-the-phone payments. Please have your debit/credit card and other payment details to hand as we will need this ensure the transaction is completed successfully.
If you are encountering payment issues, please email us at sales@etiltd.com or call us on +44 (0)1903 202151 and we will work with you to try and resolve any problem as quickly as possible. If a payment needs to be made via a different method such as BACS, we will be on hand to offer you support and advice
Your standard invoice will be attached to the email you receive when we have shipped your order. This is in PDF format. Additionally, if you are a registered customer, you can access all invoices associated to your account by logging in and navigating to ‘Order History & Details’.
It is good practice to keep invoices for your records. The general rule is to keep all invoices for at least three years. For businesses, HMRCs requires all invoices to be kept for six years from the end of the financial year they were issued in.
Yes. If you have made an online order, you can request a VAT receipt for your purchase by contacting our customer service team via sales@etiltd.com or +44 (0)1903 202151. Please note that our refund period lasts 30 days after purchase. See our refund terms below.
VAT is a tax you pay on most goods and services, including products sold by ETI. Please note that this website is primarily a business-to-business website, and therefore all prices first shown are quoted excluding VAT.
Shipping & Delivery
To qualify for free next-day delivery, your order must meet the following criteria:
• Order value must exceed £48 inc VAT
• Order must be placed before 2pm
• Delivery address must be within mainland UK only - Northern Ireland, Scottish Highliands and offshore Islands (postcodes BT, AB, IV, PA, PH, DD, TR (Isles of Scilly) , HS, KA, KW, ZE and IM) are not included).
Please note that free next-day delivery is subject to stock availability and may not be available for all products.
Standard delivery - UK Mainland
Orders below £48 inc VAT – £6 ex VAT
Orders above £48 inc VAT – Free delivery
Next-day delivery - UK Mainland
Next-day anytime if order above £48 inc VAT – £6 ex VAT
Next-day anytime if order below £48 inc VAT – £12 ex VAT
Next-day before noon if order above £48 inc VAT – £15 ex VAT
Next-day before noon if order below £48 inc VAT – £21 ex VAT
Orders must be placed before 1pm.
Not available for offshore and remote addresses.
Channel Islands
Standard delivery – £30
Due to currency fluctuations, international delivery charges will be calculated at checkout. Please see a guide to current charges below.
Europe
Orders below £50 ex VAT – £25 ex VAT
Orders between £50 - £250 ex VAT – £31 ex VAT
Orders above £250 ex VAT – £40 ex VAT
USA
All orders will be passed to our local distributor, ThermoWorks.
Rest of the world
Orders below £50 ex VAT – £40 ex VAT
Orders between £50 - £250 ex VAT – £95 ex VAT
Orders above £250 ex VAT– £175 ex VAT
ETI offers a range of delivery options, including next day to the UK mainland via courier for orders placed before 1pm.
For standard delivery to the UK mainland, typical delivery times are around 3-5 working days. Please allow longer for international deliveries.
Registered customers can update their address post-ordering via their website profile. However, depending on how long after you request a change of delivery address, we cannot guarantee your order will be re-routed. We recommend contacting our sales department (01903 202151) when these situations arise.
Registered customers can view the status of their current orders, as well as order history, in their online account via the ETI website. Customers using guest checkouts will not be able to track orders. Log in or create an account.
In some circumstances, those taking delivery outside of the UK will be liable for these additional charges. Import taxes or customs clearance charges (where due) for shipments outside the UK to EU and international countries are not included in the carriage price.
Returns
Unused products may be returned within 30 days of purchase for a refund, minus shipping charges. A charge of 25% of invoice value or a minimum charge of £10, in respect of packaging and administration, may be levied on goods 'Not Wanted' or 'Incorrectly Ordered', or due to duplication resulting from a 'Confirmation Order' not endorsed to that effect.
All boxes, packaging materials, accessories, manuals and certificates must be in new, re-sellable condition or a fee equal to the cost of the damaged and/or missing item(s) will be deducted from the refunded amount. Be sure to ship in a carton that protects the original item box or package. We suggest you insure the package for the full value. Used or damaged equipment may not be returned for a refund. Credits are not issued until the goods are received and inspected at ETI Ltd. It may take up to two weeks to process credits.
The request for a return must be made within 30 calendar days of the purchase and the return shipment must be made promptly after that. Note that original shipping charges are not refunded unless the return is a result of our error. If you have ordered correctly and we have shipped the wrong item, we will pay to return the item to us or we will send a delivery service to pickup the item at our expense. Items missing or damaged in shipment must be reported within 2 business days of receipt of shipment. Custom or special order products are not returnable.
Unused products may be returned within 30 days of purchase for a refund. All returned products will be inspected and tested to establish the condition of the goods before a refund can be offered. We aim to do this and communicate the outcome within 48 hours.
Any standard product can be returned, as long it is unused and in the original packaging, Bespoke product will only be accepted if deemed to be a manufacturing fault/defect, which would then be processed as a warranty return.
All boxes, packaging materials, accessories, manuals and certificates must be in new, re-sellable condition. If this is not the case, a fee equal to the cost of the damaged and/or missing item(s) will be deducted from the refunded amount.
Original shipping charges are not refunded unless the return is being made because of an ETI error – for instance, sending an erroneous item to a customer by mistake.
Within 14 days of receiving the goods back.
Service & Repairs
All products purchased directly are covered under warranty. The length of this varies depending on the product.
ETI-manufactured instruments: carry a minimum two-year guarantee against defects in either components or workmanship.
Temperature probes: carry a six-month guarantee against defects in either components or workmanship.
Non-ETI-manufactured instruments: carry a one-year guarantee against defects in either components or workmanship.
During the guarantee period, all products that prove to be defective will, at the discretion of ETI, be either repaired or replaced without charge. These guarantees do not cover damage caused by fair wear and tear, abnormal storage conditions, incorrect use, accidental misuse, abuse, neglect, misapplication, or modification.
Full details of liability are available within ETI's Terms & Conditions. In line with our policy of continuous development, we reserve the right to amend our product specification without prior notice.
Warranty conditions and warranty periods are defined in the documentation supplied with every ETI product. For additional information take a look at the first question about warranties.
In order to get your produtc(s) serviced or repaired, please take a look and fill in the online Returns Form form by clicking here and filling in the form.
We do not recommend attempting to self-repair our products. This will void all warranty.
If you have received a faulty item, or the item has been broken due to defects in either components or workmanship within its warranty period, no cost will be applied.
If items are broken outside of their guarantee, or if breakages are caused by the customer, our Service and Repairs team will invoice you the associated cost for fixing the item.
Once the Service and Repairs team have received your item, the process of fixing and returning your order should take no longer than five to seven working days.