| Legal
Information & Policies |
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Frequently
Asked Questions |
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Welcome
to the Eago FAQ Page
Eago will try
and answer some common queries in the page below
Eago UK are honourable
traders whose business is largely built by personal
recommendation. We take Customer Care extremely
seriously. Please contact us so we may resolve
any issues as quickly and efficiently as possible
If you have a
Query, Complaint, or require further information,
please read our company Policies, available
by clicking the desired topic in the menu on
the left. If you still require further assistance...
P lease contact us immediately either: in person
at our showroom, via email, by postal delivery:
please write to us detailing your query through
either:
* Via email to contact [at] eago [dot]
uk [dot] com
* This websites enquiry form available
on the Contact
Us page
* Telephone 01785 244447 or Freephone
0800 030 4776, fax to 01785 244337
* Post to Eago UK Co Ltd, Units 7 and
8 St Albans Court, St Albans Road, Stafford,
Staffordshire,United Kingdom ST16 3DJ
This will enable us to understand your query
and respond appropriately and professionally.
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Some
Common Questions |
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| Who
can I buy from Eago? |
Eago
is open for business with anyone.
Eago sell and install single items to Home
buyers
Eago sell larger quantities to Trade Buyers
However, there is often a minimum quantity
imposed by our suppliers, or shipping logistics
and costs dictate a threshold quantity,
weight or volume is necessary to make financial
sense
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| Why
do you sometimes not show prices, is this
a con? |
This
is definitely not a con, we are serious
business people
General Public
We continue to add products to our basic
range. The pages you see are completed,
and nearly all items now show retail prices.
Sometimes there is no price because an
item is made to order, or has too many
customer options. During the order process,
and associated quotation as applicable
(Installation, specific options, etc),
you will be given a set price and delivery
date
You can order online by
using the Contact
Us form.
A full shopping cart system
is ready for use with a Brand New website
that is due for release later this year
(2008). However this new site is a purely
retail website - and we like the appeal
of this website, which we believe shows
us and professional, yet genuine people
Trade Buyers
The reason is that we source and supply
worldwide, and we aim to give you the
very best deal. Many factors outside of
our control can affect final price to
Trade Buyers - where quantities bought
are usually by full container of product,
for example:
• Oil surcharges and shipping rates
• Size of order / discounts for
bulk
• Customs Clearances, Import Tariffs,
Export Taxes, Product Restrictions and
Appropriate Certificates for Sales in
Destination Country
• Voltage and Country specific Regulations
• Shipping Charges
You will appreciate shipping costs from
Malaysia to Australia will be far less
than sending the same goods to Europe
or USA
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| Can
I become an Agent? |
Yes
and / or No
Eago do not actively seek Agents, but we
do support Company Representatives in many
Areas. Eago also supports individuals and
groups who want to buy specific products
in larger quantities
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| How
do I pay? |
There
are basically 2 methods:
1. General Public
You may pay in cash, by cheque, or by Credit
/ Debit Card.
Trade Buyers
2. Trade purchases are usually settled
via our normal accounting arrangements.
Additional Terms and Conditions are applicable
for delivery of container loads of product,
where a 30% deposit may be required, and
Terms will be TT (Occasionally L/C By-Sight).
We have already negotiated Terms with our
existing Trade Buyers. For new Buyers we
will come to a mutually acceptable agreement
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| How
long will my order take to arrive? |
The
simple answer is 'As soon as possible'
You will be advised of delivery date at
time of order
Products that are in stock will usually
be delivered within a few days, and always
within one week
Product that is not in stock will usually
take 6 weeks for delivery to our showrooms.
Certain products may take a longer or shorter
period of time, especially seasonal items
such as Hot Tubs
Please read our Delivery
Policy for full details
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| What
about guarantees? |
All
of our products and services come with guarantees
Obviously this varies with specific products,
as our range is huge - but generally it
is what you would expect it to be. The guarantees
for Baths, WPC Flooring, and Wooden Garden
Houses for example, will necessarily be
different, but they will be fair and honoured
in full under normal usage
Eago offer a wide range of diverse products,
all of which are covered by their particular
manufacturers guarantees
Eago Installation Services offer additional
guarantees to cover not only products supplied
by us as above, but also to cover workmanship
and other materials used. A project such
as garden hot tub and WPC decking may comprise
of several differing guarantees, all stated
individually in your Certificate of Guarantee
As a rule of thumb:
* We give a 12-Month 'No-Quibble' guarantee
on all products and Parts
* We give a 12-Month 'No Quibble' Guarantee
on all products, parts and labour, on all
items we install
* 24-Month, 3-Year, and 5-Year Guarantees
can be bought at time of purchase. Please
ask for details when ordering
* Some items, most notably WPC products,
come with extended warranty for 20 years
- which includes parts, some legal 'gobbledygook'
re being the same purchasers at the same
address, 'Normal weather and conditions
of use' etc; and applies to products only,
unless installed by Approved Companies
This guarantee policy does not affect your
statutory rights
Please read our Guarantees
Section for full details
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| I
have Faulty Goods, what do I do? |
Tell
Us about the problem
We will investigate and sort things out
for you. Our products carry a manufacturers
guarantees; and we may offer you a replacement
part, such as a new valve, pipe, or cistern.
Alternatively, we may give you a refund,
or replace the product with the same model
or agreeable alternative
It would be normal for you to return the
product to our local Agent for examination
and testing, including purchase details,
and original packaging if a recent purchase
Please read our Terms
and Conditions for further information
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| Complaints |
All
complaints are treated in strictest confidence
You may be asked to provide further information
about your complaint, but will always be
notified of the outcome
Please read our Complaints
Policy for further details
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| Personal
Information |
What
happens to my Personal Information?
Your personal information is held in strictest
confidence, and is used to administer your
transactions with us, accommodate delivery,
and monitor complaints
Your details are not passed to Third Parties,
except when requested by official channels
such as in relation to: crime, fraud. Other
parties such as PayPal will also need certain
information to process online money transfers.
These are all normal exceptions. We will
not use your personal information for other
purposes
Please read our Privacy
Policy for further details
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| Returns |
I
want to return a product I bought
We do not accept returns for insincere reasons:
eg, using a reliable product for 2 months,
and then you wanting to return it because
the colour no longer matches your re-painted
bathroom is not a valid reason for return
Returning a product on receipt, or during
any 'Cooling-off' period, is a viable reason,
within reason
Returning a product because it is faulty
is often a viable reason, but applies to
the whole product, and normally not individual
components
Returning components are treated differently,
and will usually involve a replacement part
We are real people, and we will treat you
how we would like to be treated ourselves.
It is difficult to be specific in a general
and brief paragraph such as this
Please read our Returns
Policy for further details
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| How
Accurate is this website? |
This
website is updated frequently, both by our
webmaster, and by automatic systems. Eago
take every care to ensure all information
is current and accurate, but we admit to
being ordinary people and occasionally mistakes
can be made
Often this is out of our direct control,
such as a ship taking a few days longer
to reach England and thus delaying the time
we receive the container, and thus our delivery
date for items being 'In Stock Now'
We regularly check the website to ensure
all information is current and accurate,
updating as necessary. As far as we are
aware, all information is correct today,
and we do not intentionally mislead people
- as our reputation depends on us being
honest, and offering excellent service and
prices.
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