Shipping Policy

UK and international deliveries for parts, accessories, devices and related goods

This policy explains how K1 Tech Care Ltd processes, dispatches and delivers physical goods ordered through our website or other agreed sales channels.

It should be read together with our Terms & Conditions and Returns & Refunds Policy.

Nothing in this policy excludes or restricts any statutory consumer right or remedy that cannot lawfully be excluded.

1. Scope

This policy applies to physical goods ordered from K1 Tech Care Ltd, including parts, accessories, devices and other related products.

Repair services, diagnostic services and mail-in repair handling are governed by our separate Terms & Conditions, Repair Policy, Warranty Policy and Mail-In Repair terms.

2. Order Processing

Orders are normally processed within 1 to 2 business days.

Business days are Monday to Friday, excluding UK public holidays.

Orders placed during weekends or UK public holidays will normally be processed on the next business day.

Where available, orders placed before a stated daily cut-off time may qualify for same-day dispatch. Same-day dispatch is subject to:

successful payment;
stock availability;
address verification where required;
courier collection times;
operational capacity.

A same-day-dispatch option or cut-off is an operational estimate and is not a guaranteed delivery time unless we expressly state otherwise.

3. UK Delivery

UK delivery options, prices and estimated delivery times are displayed at checkout.

The available service may vary according to:

destination;
parcel size;
weight;
product type;
courier restrictions;
Service availability.

Where tracking is available, we will normally provide dispatch confirmation and tracking information after the order has been shipped.

Delivery estimates are estimates only unless a particular delivery date or service has been expressly guaranteed.

4. Delivery Responsibility

For consumer orders, K1 Tech Care remains responsible for fulfilling its legal obligations concerning delivery.

Where K1 Tech Care is responsible for arranging delivery, risk in the goods will pass to the consumer in accordance with applicable UK consumer law.

We do not rely on courier terms to remove legal responsibilities that remain with K1 Tech Care.

Where delivery is delayed or a parcel is lost, damaged or incorrectly delivered, please contact us so that we can investigate and take appropriate action.

5. Delivery Times and Delays

Delivery can be affected by:

courier delays;
severe weather;
strikes or industrial action;
road or transport disruption;
peak trading periods;
incomplete or incorrect addresses;
failed delivery attempts;
customs processing;
events outside reasonable control.

Where a parcel is delayed, we will provide reasonable assistance and, where appropriate, investigate with the courier.

Estimated delivery times are not guarantees unless expressly agreed otherwise.

6. Delivery Address

Customers are responsible for entering a complete and accurate delivery address when placing an order.

Please check the address carefully before completing payment.

Where an incorrect or incomplete address has been supplied by the customer and this causes additional delivery or redelivery costs, we may seek reasonable additional costs where permitted by law.

We are not responsible for delays caused solely by incorrect information supplied by the customer.

7. International Delivery

We offer international delivery to selected destinations where available at checkout.

Shipping rates and estimated delivery times vary according to the destination, parcel size, weight and service selected.

Unless stated otherwise, international orders are normally supplied on a Delivered Duty Unpaid (DDU) basis.

This means the customer may be responsible for:

import duties;
customs charges;
local VAT;
brokerage or clearance fees;
local taxes;
other destination-country charges.

Customers are responsible for checking whether goods can legally be imported into their country.

K1 Tech Care does not control the customs procedures, tax rules or import requirements of the destination country.

8. Customs and Import Charges

If customs, import tax, VAT, clearance charges or similar fees are applied to an international parcel, those charges are normally the responsibility of the customer unless we expressly state otherwise.

Customers should not assume that the amount paid to K1 Tech Care includes destination-country customs or import charges unless this is specifically stated at checkout.

Customs authorities may delay or inspect parcels and may require additional information from the recipient.

Such delays are outside K1 Tech Care’s reasonable control.

9. Refused or Unpaid International Shipments

If an international parcel is refused, abandoned, not collected, or returned because the customer does not pay required customs or import charges, we will investigate the circumstances before processing any refund.

Where costs have actually been incurred and a deduction is legally permitted, we may deduct reasonable costs such as:

return shipping;
non-refundable outbound shipping charges where permitted;
customs or carrier charges;
handling costs actually incurred.

We will not make deductions that are prohibited by applicable consumer law.

10. Tracking

Where the selected delivery service provides tracking, tracking information will normally be supplied after dispatch.

Tracking information may take some time to become active after the courier has collected or scanned the parcel.

A tracking status may occasionally remain unchanged for a period while the parcel is in transit.

If tracking has not updated for a reasonable period or indicates a possible delivery problem, please contact us so that we can investigate.

11. Delivered Status and Missing Parcels

A carrier’s tracking system showing a parcel as delivered is useful evidence, but it does not automatically remove a consumer’s rights where there is credible evidence that the parcel was not actually received.

If you have not received an order despite the tracking information showing delivery, contact us promptly.

We may request reasonable information to help investigate, including:

delivery address;
tracking number;
delivery details;
photographs where relevant;
any information provided by the courier.

We may also raise an investigation with the delivery provider.

12. Damaged Deliveries

If an order arrives visibly damaged, please contact us as soon as reasonably possible and provide photographs of:

the outer packaging;
shipping labels;
internal packaging;
the damaged product.

Please retain the packaging until we advise otherwise, as it may be required for a courier investigation.

Where a product has been damaged during delivery, we will assess the circumstances and provide the remedy required under applicable law.

Customers should not attempt to repair or modify a product that appears to have been damaged during delivery before contacting us.

13. Incorrect or Missing Items

If you receive the wrong product, a missing item or an incomplete order, please contact us promptly.

We may request photographs of the package, shipping label and contents so that we can investigate.

Where K1 Tech Care has supplied an incorrect or missing item, we will take appropriate steps to correct the order in accordance with applicable law.

14. Lost Parcels

If a parcel appears to be lost, please contact K1 Tech Care so that we can investigate.

Where appropriate, we may raise a claim or investigation with the courier.

Customers should continue to keep any available tracking information and delivery records.

For consumer orders, we will comply with the remedies and obligations applicable to lost goods under UK consumer law.

15. Returned, Refused or Undeliverable Parcels

Where a parcel is returned because the customer supplied an incorrect address, refused delivery or failed to collect it, we will assess the circumstances before arranging redelivery or processing any refund.

Where legally permitted, reasonable costs actually incurred as a result of the customer’s actions may be payable.

Where the return resulted from an error by K1 Tech Care or a courier issue for which K1 Tech Care is legally responsible, the customer will not be charged simply because the parcel was returned.

16. Shipping Restrictions

Certain products may be subject to shipping restrictions because of:

battery or dangerous-goods transport rules;
courier restrictions;
product size or weight;
customs restrictions;
destination-country regulations;
service availability.

Where we cannot ship an item to the selected destination, we may contact the customer to discuss an alternative shipping method or, where appropriate, cancel the order and provide the applicable refund.

17. Batteries and Restricted Goods

Some products, particularly batteries, power banks and electronic components, may be subject to specific courier or transport requirements.

Available delivery methods may therefore vary between products.

Customers should follow any transport or handling information included with their order.

18. Delivery Cut-Offs and Courier Services

Delivery services, cut-off times and courier options may change from time to time.

The delivery method and price available at checkout at the time the order is placed will normally apply to that order.

A courier’s advertised delivery timeframe is an estimate unless K1 Tech Care expressly guarantees a particular delivery service or date.

19. Shipping Costs and Refunds

Shipping charges are shown at checkout where applicable.

Where a consumer exercises a statutory cancellation right for an eligible online order, any refund of outbound delivery charges will be handled in accordance with applicable law.

Where a customer selected a more expensive delivery method than our least expensive standard delivery option, we may not be required to refund the additional premium amount.

Where goods are faulty, incorrect or otherwise non-conforming, any delivery costs or remedies will be handled in accordance with applicable law and our Returns & Refunds Policy.

20. Delivery Information Provided by Customers

Customers must ensure that information supplied for delivery is accurate.

This includes:

name;
delivery address;
postcode;
country;
contact details where required by the courier.

We may contact the customer where information appears incomplete or inconsistent.

This may delay dispatch until the required information has been confirmed.

21. Events Outside Our Reasonable Control

K1 Tech Care is not responsible for delays caused by circumstances genuinely outside our reasonable control, including severe weather, widespread transport disruption, major courier network failure, telecommunications outages, power failures, government restrictions or similar events.

Where an event materially affects delivery, we will take reasonable steps to minimise the impact and assist customers where practicable.

Nothing in this section removes statutory rights that cannot lawfully be excluded.

22. Relationship With Other Policies

This Shipping Policy should be read together with:

Terms & Conditions
Returns & Refunds Policy
Warranty Policy
Repair Policy
Mail-In Repair terms

Where a shipping issue also involves a faulty, incorrect or damaged product, the applicable provisions of the Returns & Refunds Policy and Warranty Policy may also apply.

23. Changes to This Policy

We may update this policy to reflect changes in our shipping services, courier arrangements, business procedures or applicable law.

The version applicable at the time of the relevant order will normally apply to that order unless a later change is required by law or expressly agreed.

24. Contact Us

K1 Tech Care Ltd
62 Station Road
Clacton-on-Sea
Essex
CO15 1SP
United Kingdom