Shopping and ordering
How do I place an order on the ETI website?
To place an online order add the products to your shopping cart, select your delivery address, check your order and check out as a guest, with a new account or as a returning customer.
If online ordering is not for you, you can call our sales office on 01903 202151 (Mon-Fri 08:30-17:00) excluding Bank Holidays and company closures and a sales advisor will assist you through the ordering process, from product selection to payment method.
Do I need an account to place an order?
No. If you do not wish to create an account you can checkout as a guest.
Can I pick up an online order in a store?
We do not offer this service.
How long does it take to receive an order confirmation?
You should receive an order confirmation within 10 minutes of placing your order.
How secure is placing an order with ETI?
We use a market leading payment provider Shopify Payments to process transactions who operate to the same standards as banks and are PCI-certified. Your payment details will be encrypted.
Always connect to secure wireless networks when making a payment online.
What if I didn’t receive an order confirmation?
Check your junk/spam email folders. 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 excluding Bank Holidays and company closures), and a sales advisor will be happy to assist you.
Can I cancel or modify my order?
Can I still change my order after checkout?
If 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. You will not be able to edit your order on the website.
Can I cancel my order after final payment?
If you change your mind, and if the order has not yet been dispatched, you can cancel your order by contacting our sales team. 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 contacting our sales team. If the item has been dispatched you will be able to return it in line with our returns policy.
Can I change the shipping method after ordering?
If you need to change shipping options, y contact our sales team and, providing the order hasn’t been despatched, they will be able to action the change for you.
Ordering from overseas
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.
Product availability
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.
Offers
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?
To receive information on offers sign up to our mailing list 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.
Can I place an order by phone or email?
Yes. You can call our sales office on 01903 202151 (Mon-Fri 08:30-17:00 excluding Bank Holidays and company closures) 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.
Payments
What payment methods do you accept?
We accept all major debit and credit cards including Visa, Mastercard and American Express. We also accept BACS payments.
How is the security of payment guaranteed?
Payment security is a priority for us, so we use Shopify payments to process all transactions. Shopify is a certified PCI service, offering the most stringent level of certification available in the payments industry.
Can I pay in instalments?
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.
Can I pay over the phone?
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.
What if my payment is unsuccessful?
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 the issue. If a payment needs to be made via a different method such as BACS, we will be on hand to offer you support.
Where can I find my invoice?
Your standard invoice will be attached to the email you receive when we have shipped your order.
Do I need to keep my invoice?
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.
Can I get a VAT invoice for my online purchase?
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.comor +44 (0)1903 202151. Please note that our refund period lasts 30 days after purchase. See ourrefund termsbelow.
Which taxes are included in the cost of products?
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
Free next day delivery
To qualify for free next-day delivery, your order must meet the following criteria:
• Order value must exceed £60 inc VAT
• Order must be placed before 2pm (orders placed after 2pm will be dispatched on the following working day)
• 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.
What are the UK shipping options?
Standard delivery - UK Mainland
Orders below £50 ex VAT – £6.50 ex VAT
Orders above £50 ex VAT – Free
Next-day delivery - UK Mainland
Next-day - orders below £50 ex VAT – £12.50 ex VAT
Next-day - orders above £50 ex VAT – Free
Next-day before noon - £21 ex VAT
Orders placed after 2pm will be dispatched on the following working day.
Note: Next day delivery is only available to mainland UK delivery addresses.
Channel Islands
Standard delivery – £40 ex VAT
What are the EU & international delivery options?
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 – £35 ex VAT
Orders between £50 - £250 ex VAT – £50 ex VAT
Orders above £250 ex VAT – £60 ex VAT
USA & Canada
Orders below £50 ex VAT – £45 ex VAT
Orders between £50 - £250 ex VAT – £115 ex VAT
Orders above £250 ex VAT– £200 ex VAT
Rest of the world
Orders below £50 ex VAT – £45 ex VAT
Orders between £50 - £250 ex VAT – £115 ex VAT
Orders above £250 ex VAT– £200 ex VAT
When will my package be delivered?
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.
Do I need to pay import taxes upon delivery?
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.
Can I change the address after ordering?
Prior to shipping, please contact our sales department during office hours on +44 (0) 1903 202151 to change your delivery address.
Once an order has been shipped, we will be unable to alter its course.
Where can I track the status of my order?
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.
Returns
What if I change my mind?
Returns Policy - Change of Mind (14-Day Cooling-Off Period): You have 14 days from the delivery date to notify us if you wish to return your items. And a further 14 days to ship the item back to us. Please record and keep your proof of return postage to us. Items must arrive back to ETI unused, undamaged, and in their original undamaged packaging to receive a refund. Once confirmed, we will process your return to your original payment method within 14 days.
Please note that a Change of Mind refund only includes postage charges up to the value of standard shipping.
Change of Mind refunds are not applicable to custom made or made-to-order item or if items sealed for health and safety reasons have been opened.
If your return is delayed back to us in transit due to a delivery service, we may ask to see proof of postage to process your return.
You will be responsible for the return postage costs for Change of Mind refunds.
What if my item is Faulty or Damaged?
Returns Policy - Faulty or Damaged Items: If your item arrives damaged or develops a fault within 30 days of receipt, you are entitled to a full refund, repair, or replacement. In these instances, we will cover the cost of the return postage and arrange a pre-paid label or collection to return the items.
Refunds or credits are not issued until the goods are received and inspected. Please see the individual product warranty for further product guarantees. For support with a return please contact us during office hours on 01903 202151 or email sales@etiltd.com.
What if I am returning items from overseas
When returning items from overseas the Change of Mind or Faulty or Damaged Items T&C’s apply. We’d advise keeping your proof of postage. If the courier or postal service you have used causes a delay, but you have returned your items within the time frame, as long as the items arrive in good condition we will honour the return.
What if a courier loses my return?
Change of mind - Lost returns
If you changed your mind, and the postal service or courier you paid for has lost your parcel, you will need to check with the service provider for compensation.
Damaged or Faulty Product - Lost returns
If you have returned a faulty or damaged item through a pre-paid label or collection service that we have arranged and it has been lost in transit, upon ETI receiving confirmation that the package is lost, your refund will be processed within 14 days.
There is an issue with my return, who can I speak to?
For support with a return, please contact sales@etlltd.co.uk or call us during office hours on +44 (0)1903 202 151 Mon-Fri 8:30am-5:00pm (excluding Bank Holidays and company shut down).
Service & Repairs
Is my product under warranty and what does it cover?
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.
Where can I find the warranty information and what it covers?
Warranty conditions and warranty periods are defined in the documentation supplied with every ETI product. If you need support finding this information, please check our website, your order date and then contact sales@etiltd.com.
How can I return my product(s) for service & repair?
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.
Can I repair my product myself?
We do not recommend attempting to self-repair our products. This will void all warranty.
Does it cost to get my product(s) repaired?
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 confirm costs before works and if agreed, invoice you the associated cost for fixing the item.
How long will it take to get my items fixed?
Once our in-house 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.