Genorel Soft Drinks
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  Questions >  

Your Questions Answered


Q Do I have to order a minimum amount?

A Yes Our secure online shopping system only deals with complete cases of our products.

Q How do I place an order?

A Ordering products from us couldn’t be simpler. The easiest way to place your order with us is through our secure online shopping system or over the telephone. We are also happy to accept orders by fax or email, please go to the order page and select the products you want to buy, click Proceed to Checkout and then print the Checkout page. Fill out the form on the checkout page and send the printed page in the post together with a cheque made out to "Genorel Soft Drinks" to Genorel Soft Drinks, Woodlands House, Chestnut Close, Kingswood, Surrey, KT20 6QB, England. If you send us an order form, we will contact you to confirm your order.

Q How can I pay?

A Paying for your products is also simple. You can choose to pay by credit/debit card or cleared cheque. If you prefer to pay by credit/debit card you can choose to use Switch/Solo, Visa/Visa Electron or MasterCard/Maestro. If you would prefer to pay by cheque, then just pop the cheque made payable to "Genorel Soft Drinks", together with the printed checkout page in the post to Genorel Soft Drinks, Woodlands House, Chestnut Close, Kingswood, Surrey, KT20 6QB, England. Remember to write your cheque card number and expiry date, as well as your address, on the reverse of your cheque. If you send us an order form, we will contact you to confirm your order.

Q How do I know my payment card and personal details are secure?

A As a company that does business over the Internet, we understand the importance of security. That's why we use highly secure facilities to give you confidence when using your payment card, and when you give us personal information, such as your address or telephone number.

We use Secure Sockets Layer (SSL) technology to encrypt your details whilst they travel from your computer to our system. Also we do not retain your payment card details after your purchase has been completed.

You can verify that your details are secure. Every time you fill out personal or payment details on our site, your browser is switched to 'secure mode', to encrypt the information that you send to us. You can see this by looking at the beginning of the address in address bar at the top of your Internet browser, where the normal http:// will change to https:// when in secure mode. You can also verify you are in a secure part of our site by looking at the bottom bar of your Internet browser. You should see a closed padlock that looks like one of these:

Internet Explorer Secure symbolMicrosoft Internet Explorer
Netscape Navigator Secure symbolNetscape Navigator

Q What happens if I have a complaint?

A Obviously we hope that you don't have any reason to complain about our service, but should you have any problems at all, then please contact us immediately by telephone or email. We want to ensure that you are happy with our service and the products we provide and we will try to resolve any issues immediately. If you have any particular ideas or suggestions on how we can improve our service, we would also be pleased to hear from you.

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Q What are your delivery charges?

A Delivery charges to mainland England , Scotland and Wales are as follows (for delivery to Northern Ireland , Isle of Wight and Scottish Islands please contact us) £7.20 per case up to 3 cases. If you buy 4 or more cases (which may be a mix of cases of any product) you pay delivery for only 2 cases.

Q When and how do you deliver?

A Once we have received cleared payment, your products will be delivered within five working days. Our couriers deliver between the hours of 0900-1700 Monday-Friday. Please make sure you advise us at the time of ordering of your complete contact and delivery details. If there is no-one available to sign for your delivery you will receive a card which will advise you of an attempted delivery and advise you of the local depot details for you to contact.

Q What if some of the bottles are damaged on delivery?

A Please let us know immediately if there are any breakages. The courier will need to return the complete case, including the damaged contents, in the original box to avoid further breakages. Once you have signed for the delivery however, the responsibility for the products is yours.

Q What happens if my order does not turn up?

Genorel Soft Drinks does reserve the right to limit any responsibility or liability for non or part delivery of your order unless:

i) you contact us within 48 hours of receiving part delivery of your order,
ii) your entire order fails to arrive within 28 days of the confirmation that your order has been accepted and processed.

Once we have been notified, we will deliver replacement products to you, or at our discretion, credit your account with the value of the products not delivered.

Q Once I have received confirmation of my order or taken delivery of the products, can I return it?

A. If you cancel your order before it is despatched from our warehouse, we will reimburse you in full.

Once you have taken receipt of the products, you have seven days in which to return it to our warehouse unopened and complete with its original packaging. When you choose to exercise the right to cancel your order under these circumstances and the goods are not deemed to be faulty we are, however, unable to reimburse the delivery or collection fee.

Q What if the products are faulty?

A Please inform us within seven days of your receipt of the products if you are not happy with them. Obviously we hope that you do not experience any problems with our products, but in the unlikely case that a bottle may be faulty in some way, we will either refund the whole case, or offer a replacement once we have taken receipt of the remaining bottles, unopened and intact in their original packaging, at our warehouse. Only in the case of faulty products will we refund delivery and collection charges. We are sorry but we cannot be held responsible for products which deteriorate as a result of unsuitable storage after delivery, or are not used by the “best before” date.

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