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Customer Service

Below are a few answers to our most frequently asked questions regarding online sales, payment and delivery when using Waxman Energy online. Should you have any queries, please feel free to contact our sales team on 01422 374114 or email using this link.

Ordering
Waxman Energy account holders can apply to use this website to place orders online, however online accounts are not automatically generated nor guaranteed. To apply online, please fill in the Create An Account form or follow the New Customer section of the Log In page which can be found in the links at the top right of each page. Alternatively, existing customers can contact our sales office and an account, log in and password will be sent to you. Please wait for email confirmation that your account has been activated before proceeding to process orders online. Except where orders are paid for pro forma using one of the secure online payment methods, all orders placed will require a purchase order number from the customer. Please be aware that our shopping cart does have a time out facility and quantities cannot be guaranteed until check out.
Payment, Pricing & Promotions
Pricing and availability can only be viewed by Waxman Energy account holders who are logged in. All trade discounts are automatically calculated and the price displayed on each item card and in the shopping cart refers the net price applicable as per your account. Promotions will be available on certain products periodically; users will be notified of additional discounts when adding items to the shopping cart. Signing up for the Waxman Energy newsletter is the best way to find out about and take advantage of our latest offers. You can sign up for our newsletter by providing your email address on the Home Page or selecting the option in My Dashboard. Secure online payments are processed using SagePay or account holders can choose to use their credit facility and raise a purchase order number against the transaction. For more information regarding payments, please consult our Terms & Conditions.
Shipping & Delivery
Depending on the service level selected during checkout, orders placed before 3:30pm through our website can arrive before 5:30pm the following day. Please be aware of the shipping options and additional costs if a tail lift or an AM delivery is required. Where possible, we will attempt to provide tracking details upon despatch for consignments travelling through parcel networks. It is essential that all goods are checked upon receipt as no claims against damages can be considered unless the carrier and Waxman Energy are notified immediately. All despatch and delivery dates stated on order confirmations, or otherwise, are target dates only and while all reasonable endeavour will be taken to deliver within that period, external factors cannot be always be accounted for. For full details regarding despatch and delivery practices, please consult our Terms & Conditions.
Returns & Replacements
Most goods available for purchase through Waxman Energy Ltd are sold with the benefit of a manufacturer’s warranty. Information regarding product warranty, where applicable, can be found in the download section on each item page in the product catalogue. Defective goods, which do not comply with the stated warranty conditions, can be returned providing the purchaser advises Waxman Energy Ltd immediately and we will endeavour to provide assistance or a replacement where necessary. Non-defective items can, in some cases, be returned but Waxman Energy Ltd has absolute discretion regarding acceptance and returns will not be considered after one month from date of purchase. In some cases, a 20% restocking charge may be applied. If you have any queries regarding a product, please contact our sales team on 01422 374114.
Viewing Orders
An online account with Waxman Energy allows users to browse previous orders whether placed online or via phone/email. Registered users can also see pending orders, check account balance, credit limits, overdue amounts and available balance. To access all previous orders, please select My Orders through My Account. To find an order summary without logging into the Waxman Energy website, click the Track Orders & Returns link at the bottom of any page and fill out the relevant details. This will provide a brief overview of the transaction but from here you cannot reorder, check availability, see pricing or make any amendments to outstanding orders without logging into your account.
Updating Account Information
As an account holder you are entitled, at any time, to update your account information using the My Account tab which is available on each page of this website. From here you can amend or add shipping destinations to your address book, as well as update primary contact details and passwords. If any changes to your business profile occur outside these parameters, which could affect your business relationship with Waxman Energy Ltd, please contact our sales team directly on 01422 374114 or email using this link.
Privacy & Security
All the information about privacy and security when using the Waxman Energy website can be found in the Privacy Policy section of our website. All account information is held in the strictest confidence and Waxman Energy Ltd will never release your details to any third parties. A list of the cookies that can be transferred to your computer can be found at the bottom of our Privacy Policy page. As this website utilises a shopping cart and an online payment system, should you choose to disable cookies when visiting Waxman Energy online then some parts of this website might not function properly.