Welcome to our new website.

Please create a new account should you wish to purchase our products or register for an extended warranty. Submission of your details will ensure compliance with the Data Protection Regulations (GDPR).

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FAQs

We’re here to help!

Q
MY ONLINE ACCOUNT - Why should I create an account on this website?
A

Creating an account and then securely logging in to go shopping will make your checkout process quicker and easier. We advise doing this before placing any orders.

When logged in to your online account, you can view your personalised “My Account” order history, manage your personal details, amend billing or delivery addresses and also change your account password.

Old shopping accounts: In times gone by you may have previously shopped on our old-style Keraflo website (which is no longer available) or placed an order over the phone via our Customer Services team, but please note that your old contact details will not have been maintained on our new Keraflo website to ensure compliance with the General Data Protection Regulations (GDPR).

Q
MY ONLINE ACCOUNT - Why can’t I login?
A

If you’ve newly created an account on our new Keraflo website, try signing in with the email and password you recently registered with. If you are still having problems, double-check that you have not got the CAPS Lock on.

If you still can’t login to your account, please click ‘forgot password’. The system will send an email to your registered email address. Once you have received this email, open it and note the temporary password. Login to your account as soon as possible using this temporary password and you will then be able to change your password to something more memorable.

Old shopping accounts: In times gone by you may have previously shopped on our old-style Keraflo website (which is no longer available) or placed an order over the phone via our Customer Services team, but please note that your old contact details will not have been maintained on our new Keraflo website to ensure compliance with the General Data Protection Regulations (GDPR).

Q
MY ONLINE ACCOUNT - I have forgotten my password to login, what should I do?
A

Go to Create Account/Login and click ‘forgot password’. The system will send an email to your registered email address. Once you have received this email, open it and note the temporary password. Login to your account as soon as possible using this temporary password and you will then be able to change your password to something more memorable.

Q
MY ONLINE ACCOUNT - How do I add or amend my online payment card details?
A

Our online shop does not save your card details. Each time you make an order, you will need to re-input your payment details.

Q
MY ONLINE ACCOUNT - How do I amend my saved addresses?
A

After logging in, you can amend your billing or delivery addresses in your personalised “My Account” page.

Q
MY ORDER - How do I make an order online?
A

Making a purchase could not be easier. You can either login to your customer account or purchase as a visitor. If you have already registered an account, just login to your online account first before you start shopping. This will save time.

To purchase online, browse our shop and click on any items that you wish to buy and put them in the shopping basket (please note there is a ‘quick purchase’ option). When you have finished selecting and adding products to your shopping basket, click on ‘proceed to checkout’ to view your shopping basket in full.

If you are a visitor, you will have to enter your details in full. If you have an account, then the default information will show. You can then amend where necessary and press ‘continue’ to save.

The next screen will allow you to add your payment details and complete your order. Payment is taken in full at time of ordering through our secure payment system. Once done, you will receive an email acknowledgement. Your order is then processed by our Customer Services team. They will confirm your order, supply your invoice and provide details on shipping timings.

*Please note – should any items be out of stock or be discontinued we will contact you and either offer an alternative or a full/partial refund where necessary. You may submit your credit card information via phone or online via our website “Contact” page.

You can call our Customer Services team on 0118 921 9920.

Q
MY ORDER - Can I amend my order?
A

Once you’ve placed an order, your order is sent immediately to our Woodley UK factory to be built to order or despatched from the warehouse. If you contact us urgently we will try to amend your order. Please call 0118 921 9920.

Q
MY ORDER - Will I receive an order confirmation?
A

You will receive an initial order acknowledgement via the email address you have given during our online order process.

Your order will be fully processed by our Customer Services team who will confirm your order to you, supply your invoice and provide details of your order despatch.

Q
MY ORDER - What is a product code and where can I find it?
A

A product code is our unique code (or SKU, which stands for “Stock-Keeping Unit”) that enables us to easily identify a product.

When shopping for individual product items on our Cistermiser website, the product code (SKU) will appear in confirmation when you have made your specification selections (if variations exist) together with a detailed description of the specific product you have chosen, in readiness for adding to your shopping basket.

Q
MY ORDER - What is an SKU?
A

An SKU is another word for a product code (see question above).

Q
MY ORDER - I am ordering a high quantity of an item, can I get a discount?
A

All of our products are already fully discounted for our customers, however, if you require a high quantity of a particular product, please contact us to discuss your requirements.

Q
MY ORDER - I have placed an order, when will I get an invoice?
A

Your invoice will be sent out to you on the day that the goods are despatched.

Q
MY ORDER - I have received my order and there is an item missing, what can I do?
A

First, check whether you have received all parcels on the consignment. If you have received all of your parcels, but an item is still missing, please contact us with the order number and product details so that we can check.

Q
MY ORDER - I have received my order but there is some damage, what can I do?
A

Please let us know immediately (Contact Us ) about any damaged goods. We will need to know the order number, and product details so we can investigate further. If possible, it would be helpful if you could send photos of the damage too.

Q
MY ORDER - What are the Business opening times?
A

Monday to Thursday 0830 to 1700

Friday 0830 to 1600

*Not open on Bank Holidays, Christmas and Easter.

 

Q
PAYMENT - What security procedures are in place when I pay online?
A

We process payments using the latest secured systems provided by Stripe Inc’s payments platform.

Q
PAYMENT - Can you provide your business VAT details?
A

The current applicable rate of VAT is charged on the price of goods and P&P.

Our VAT number for both Keraflo Ltd and Cistermiser Ltd is 8348421 21.

Q
PAYMENT - What payment cards do you accept?
A

We accept the following cards: VISA, VISA Debit, Mastercard, AMEX, PayPal.

Q
PAYMENT - Can I see Ex-VAT prices or vice versa?
A

Yes, you can see the pricing listed in detail in your online basket and invoice.

Q
PAYMENT - Why do I have to pay to reserve stock?
A

Currently we do not offer a stock reservation service, therefore, an order must be placed and paid for in full either online or by phone to secure the available stock.

Q
DELIVERY - What territories do you deliver to?
A

Please note that we only accept orders for delivery within the UK through our online shop, with all payments processed in £s Sterling (GBP).

We can deliver to all UK addresses with a valid postcode.

We can also deliver to valid postcode addresses in the Crown Dependencies of Guernsey (GE), Jersey (JE) and the Isle of Man (IM), but please note that VAT will be applied to all orders for those territories.

Q
DELIVERY - Can I track my order?
A

Deliveries will be normally via Royal Mail or for larger items by our courier agents best suited to fulfil your order.

Q
DELIVERY - What happens if I am not in when the delivery arrives?
A

A delivery card will be left for you with instructions on how to follow-up on a missed delivery.

Q
DELIVERY - I am ordering from Belfast / Shetland Islands, how long can I expect to wait for delivery?
A

Delivery to Northern Ireland & Scottish Islands is usually within 3-4 working days.

Q
DELIVERY - Can I have my order delivered to a different address?
A

You can enter a new delivery address while you are placing an order.

Q
DELIVERY - Can you deliver to countries outside of the UK?
A

Unfortunately we can only accept orders to be delivered within the UK from our online shop. Please contact us for overseas orders.

Q
RETURNS – What do I do if an item develops a fault after 30 days?
A

Your purchased goods are guaranteed for 12 months. If an item is faulty, it is our aim to get the problem put right as quickly as possible. Depending on the circumstances, you will be entitled to either a repair or replacement, or we may offer a refund.

 

Click here to see our Company Returns Policy

Q
RETURNS – I have installed my product, but a part is faulty/missing, can I exchange/receive just that part?
A

In the unlikely circumstances please contact us.

 

 

Click here to see our Company Returns Policy

Q
RETURNS – Can I return something even if it’s not faulty?
A

You are able to return an item if it’s not faulty, provided it is within 14 days of purchase and as long as the items are returned unused and in a saleable condition complete with their original packaging and any promotional items associated to the purchase. Certain items are excluded from our ‘unwanted’ items return policy, these are marked as such online and in the catalogue.

 

 

Click here to see our Company Returns Policy

Q
RETURNS – What is your Returns Policy?
A

RETURNS POLICY

Cancelling Your Order

You have the right to cancel your order up to 14 days after you receive the goods. This period starts the following day after receiving the goods.

We ask you to return the goods in their original condition securely wrapped. You must also pay the postage for returning the goods.

You will be refunded the costs of the goods only (not the cost of shipping the goods to you), in the same method as the original payment was made.

Refunds will be made within 30 days of cancellation. This does not affect your statutory rights.

Faulty Goods

All goods sent out are checked before dispatch. If you find goods to be faulty, we would ask you to first contact us for advice before returning the goods for inspection.

Once you have reported the faulty goods to us, we will send you a returns note and information regarding the return process. We ask you to return the goods in their original condition securely wrapped and ensure the returns note is also included inside the packaging. We cannot accept responsibility for goods lost in transit to us.

If a refund is made, it will be done by the same method you used to pay the original transaction. Any faulty goods will need to be inspected by our Company before we taken any action.

If you have any queries or questions please contact us.

 

Statutory Rights

Your statutory rights are not affected.

 

 

Cistermiser Limited (Registered in England company number 01455630) and Keraflo Limited (Registered in England company number 01774986) are wholly owned subsidiaries of Davidson Holdings Limited (Registered in England, company number 04970157).

 

Q
ORDERS - Do you have policy covering supply of goods?

Having trouble? We’re here to help!

Whether you need help with product support or installation advice, our dedicated support staff are on hand today.