Customer FAQ
Shipping & Delivery
Delivery & Fulfilment
Do you guarantee a delivery date?
No. All delivery dates and lead times are estimates only. We are committed to minimising your downtime and prioritise urgent parts — but we are subject to third-party carrier performance, supplier availability, and factors outside our control.
Even "next-day" and "critical" designations are made in good faith, not as contractual commitments.
Even "next-day" and "critical" designations are made in good faith, not as contractual commitments.
Do you always ship a complete order?
Not always. To get your machine back online as quickly as possible, we may ship available parts immediately rather than wait for all items in an order to be ready.
Remaining items will be shipped as they become available and invoiced separately. A partial delivery does not allow you to withhold payment or cancel outstanding items.
Remaining items will be shipped as they become available and invoiced separately. A partial delivery does not allow you to withhold payment or cancel outstanding items.
Risk & Liability
When does risk pass to me?
Risk passes to you at the point of dispatch — either when the part leaves our facility or when it is handed to the carrier, whichever comes first.
Our facilityStuga's risk
DispatchRisk transfers
Your siteYour risk
What if there is a problem with a part on arrival?
Inspect all parts immediately on receipt. Any shortage or damage must be reported to us in writing within 3 working days of delivery so we can raise a claim with the carrier on your behalf.
Failure to report within this window means the goods will be treated as accepted in full and in good condition.
Contact: [email protected]
Failure to report within this window means the goods will be treated as accepted in full and in good condition.
Contact: [email protected]
Special Orders & Cancellations
Can I return a special-order part?
Non-returnable
Parts designated as obsolete, special order, made-to-order, or custom cannot be returned or refunded once ordered, unless found to be faulty on arrival.This also applies to electrical components where anti-static or tamper-evident packaging has been opened.
Can I cancel an order?
Once an order is in processing, allocated, or in manufacture, cancellation cannot be accepted.
Returns that are authorised may be subject to restocking fees, inspection charges, and re-certification costs.
Returns that are authorised may be subject to restocking fees, inspection charges, and re-certification costs.
What about obsolete parts?
Obsolete parts may be supplied on a final-buy or "as-is" basis — subject to limited availability, extended lead times, and no guarantee of future supply.
We are not responsible for delays caused by the permanent unavailability of components from original sub-suppliers.
We are not responsible for delays caused by the permanent unavailability of components from original sub-suppliers.