Shipping policy

This policy explains how CLI SECURE LTD gets goods to you: what the options cost in time, when we dispatch, what happens when something is on back order, and what you need to do when the consignment arrives. It forms part of our terms and conditions.

Where we deliver

We deliver throughout the United Kingdom. Most orders go to business addresses, and that is where our carriers work best. We can deliver to residential addresses too, but see the section on business addresses below.

For deliveries outside the UK, or to a freight forwarder, please contact us before ordering. Some manufacturers restrict where their products may be supplied, and export controls, duties and import taxes may apply, which are your responsibility.

Dispatch and cut-off

Our cut-off for same-day dispatch is 3.00pm, Monday to Friday. Orders that are paid for, in stock and cleared for dispatch before that time normally leave the same working day. Anything after 3.00pm, or placed at a weekend or on an English bank holiday, is dispatched on the next working day.

Cut-off is not a promise. Orders flagged for a fraud or address check, orders on a credit account that is over its limit, and orders awaiting a serial number for a licence registration will not dispatch until those are resolved. We will contact you if anything is holding your order up.

UK delivery options and timescales

  • Next working day (UK mainland) — dispatched same day if ordered before 3.00pm, delivered the next working day, typically before 5.30pm. This is our standard service for stocked hardware.
  • Pre-noon and pre-10.30am timed delivery — available on request for an additional charge where you need the kit on site before an engineer visit. Ask us before you order so we can confirm the carrier can meet it to your postcode.
  • Standard / economy (UK mainland) — 2 to 3 working days, at a lower cost, for orders that are not time critical.
  • Saturday delivery — available to many mainland postcodes for a surcharge. Please arrange it with us rather than assuming it at checkout.
  • Pallet and heavy freight — bulk racks, larger UPS units and multi-site rollouts ship on a pallet service, usually 2 to 3 working days, kerbside only unless we agree otherwise.

All timescales are working days, exclude weekends and English bank holidays, and are counted from dispatch rather than from when you placed the order. They are our carriers' target transit times, not guarantees, and they can be affected by weather, industrial action and peak periods.

Non-mainland, Highlands and offshore

Some destinations sit outside the standard mainland network, and carriers charge more and take longer to reach them. These include the Scottish Highlands and Islands, the Isle of Man, the Isle of Wight, the Scilly Isles, Northern Ireland, the Channel Islands and other offshore postcodes.

For these areas:

  • Expect 2 to 5 working days rather than next day, depending on the postcode.
  • A surcharge applies. Where the website cannot calculate it automatically, we will contact you with the cost before dispatching, and you may cancel for a full refund if you would rather not proceed.
  • Timed and Saturday services are usually not available.
  • Channel Islands orders are shipped without UK VAT where the rules allow; local import charges are your responsibility.

Delivery charges

Delivery charges are calculated at checkout based on weight, dimensions, destination and the service you choose, and are shown before you confirm the order. Charges to trade customers are quoted exclusive of VAT unless stated. Where an order qualifies for free carriage, that applies to the standard mainland service only; upgrades and surcharges are still chargeable.

Delivering to business addresses

Wherever possible, please have goods delivered to a staffed business address. It is the most reliable option, and it gives you someone who can check the consignment properly.

  • Give us a contact name and a mobile number so the carrier can call ahead.
  • Tell us about anything that affects access — gated sites, restricted hours, goods-in procedures, a booking-in requirement, or a delivery bay that closes early.
  • Anyone at that address who signs for the consignment is treated as authorised to accept it on your behalf.
  • If a delivery fails because nobody was there or the address details were wrong, a re-delivery charge may apply. Consignments returned to us as undelivered are refunded less the outward and return carriage costs.
  • If you leave a "safe place" or "leave with neighbour" instruction, the goods are at your risk from the moment they are left there.

Availability, part shipments and back orders

Stock in this sector turns over quickly and the website may occasionally show an item that has just sold out. If a line cannot be fulfilled we will contact you promptly with the expected lead time, and you can wait for it, take an alternative we recommend, or cancel that line for a full refund.

Where an order has several lines and some are available now, we will normally ship what we have and send the balance when it arrives, at no extra delivery charge to you. If you would rather receive everything in one consignment, tell us and we will hold the order.

Lead times quoted for back-ordered goods come from the manufacturer or distributor and are estimates. We pass on the best information we have, but we cannot guarantee a date we do not control.

Checking your delivery

Please check every consignment as soon as it arrives, before the driver leaves if you can.

  • Count the parcels against the carrier's paperwork.
  • Look at the outer cartons for crushing, punctures, water damage or resealed tape.
  • If anything looks wrong, sign as "damaged" or "unchecked" rather than clean. A clean signature makes a carrier claim much harder to win.
  • Open and inspect the contents promptly, and keep all packaging until you are satisfied everything is correct and working.

Reporting damage, shortages and non-delivery

Carriers impose short claim windows on us, so we have to impose them on business customers too. Please report:

  • Visible damage to the outer packaging — note it on the carrier's paperwork at the point of delivery and tell us within 24 hours.
  • Concealed damage or a shortage inside the carton — tell us within 3 working days of delivery.
  • A consignment that never arrives — tell us within 7 working days of the dispatch confirmation.
  • The wrong item supplied — tell us within 3 working days of delivery.

Report it through our returns request form or by ringing 0333 242 1314. Please send photographs of the outer carton, the packaging inside and the goods themselves, and keep everything exactly as it arrived until we have told you what to do with it — carriers frequently ask to inspect.

Where a business customer reports outside these windows, we may be unable to recover from the carrier and may not be able to help. If you are a consumer, these windows do not limit your statutory rights; goods remain at our risk until they are delivered into your physical possession, and you retain your rights under the Consumer Rights Act 2015 and your 14-day cancellation right regardless of the timescales above. We simply ask consumers to tell us as soon as reasonably possible so we can put things right quickly.

Who carries the risk in transit

Goods travel at our risk until they are delivered to the address you gave us, at which point risk passes to you. Ownership of the goods does not pass to you until we have been paid in full — see our terms and conditions.

The exceptions are where you arrange your own carrier or collection, or where you have instructed the carrier to leave goods in a safe place or with a neighbour. In those cases risk passes when the goods are handed over to your carrier or left as instructed, and any subsequent loss or damage is a matter between you and them.

Delivery times are estimates

For business customers, time of delivery is not of the essence and we are not liable for any loss caused by a late delivery — including engineer time, installation costs, downtime or penalties owed elsewhere. Please do not book an engineer for the morning of an expected delivery.

Consumers keep their statutory rights: if we have not agreed a delivery date, we will deliver without undue delay and in any event within 30 days, and if we miss a deadline that you made essential you may treat the contract as at an end.

Tracking

You will receive a dispatch confirmation with tracking details when your order leaves us. If tracking has not updated for a full working day, contact us and we will chase the carrier rather than leave you doing it.

Returning something

Please do not send anything back without a return authorisation number. Start every return through our returns request form, and see our returns and refunds policy for who pays return carriage in each situation.

Contact us

CLI SECURE LTD
60 Copthorne Avenue, Ilford, Greater London, IG6 2SQ, United Kingdom
Telephone: 0333 242 1314
Email: sales@clisecure.com
Registered in England and Wales, company number 10813832
VAT registration number GB344829477