Customer Support, Delivery, Returns & Warranty Information for Rochester and Peckham
Whether you’re tracking your order, returning an item, or seeking warranty information, our dedicated team is here to assist from either our Rochester, Kent, or Peckham, London, trade counters.
Explore each section for answers to common questions, and don’t hesitate to contact us directly if you need further help.
We’re here to ensure your satisfaction at every step!
Self-Service Tools
Track My Order
View your order status and check dispatch emails
Billing & Payments
Update payment info or download receipts
My Account
Start a Return
Warranty Claim
Submit a claim against your product’s warranty
Delivery Information
Trade Customers
1–2 Day Van Delivery
For trade customers, we offer 1–2 day van delivery across London and Medway (Chatham, Gillingham, Rochester, Strood, and Rainham) and across Kent.
1-2 day box or pallet delivery is also available, although selected items may require 3–5 days for delivery.
Pay-as-you-go Customers
Dispatched Within 24 Hours
Orders are processed and dispatched within 24 hours of cleared payment (excluding weekends and bank holidays).
Payments received before 12 PM are dispatched the same day, with 1-2 day box or pallet delivery available or 3–5 days for selected items.
Flexible Scheduling
Book Up to 30 Days in Advance
When completing your order, you can request a preferred delivery date during checkout, which we will confirm via email.
Our van delivery service operates Monday to Friday, and you can schedule deliveries up to 30 days in advance.
Please be aware that deliveries are subject to availability at our individual branches.
UK Delivery Only
Exclusively Within the United Kingdom
Please note that we supply and deliver exclusively within the United Kingdom.
With trade counters in Peckham, London, and Rochester, Kent, we are well-placed to serve the whole of the South-East of England including all of London.
We can deliver nationally using our trusted delivery partners. See below for more details.
Fast, Reliable Delivery Across London & Medway, Kent
Deliveries
Delivery Timeframes
1-2 Days
Before 4pm
Via van / APC Overnight / DX · Cut-off: 12pm
Standard 2–4 Working Days
2–4 Working Days
Via Evri / DX · Cut-off: 12pm
Pallet Delivery (2–4 Days)
100 – 1000kg: £99
Safe handling of bulky orders
Non-Standard Delivery Areas
Please note that deliveries to the Scottish Highlands, Scottish Isles, and Channel Islands are classed as non-standard delivery locations.
Delivery charges for these areas are not included in our standard shipping rates and will be quoted individually based on the delivery address, order size, and carrier costs.
If your delivery address falls within one of these regions, we will contact you with a bespoke delivery quotation before processing your order.
1-2 Day Delivery
We will endeavour to deliver your order within 1 to 2 days before 4pm by our van or APC Overnight or DX. Delivery address must be within our standard delivery area and your payment has cleared by the cut off period.
The cut off time is 12pm so if an order is placed before 12pm on Monday you will receive your order on Tuesday before 4pm. If the order is placed after 12pm the order will be delivered on Wednesday.
Standard 2–4 Working Days Delivery
We will endeavour to deliver your order in 2 to 4 working days with Evri or DX. Delivery address have to be within our standard delivery area and your payment has cleared by the cut off period.
The cut off time is 12pm so if an order is placed before 12pm on Monday you will receive your order on Thursday-Friday. If the order is placed after 12pm the order could be delivered on Saturday-Monday the following week.
Working Days Explained
Working days are Monday, Tuesday, Wednesday, Thursday & Friday (excluding any bank or national holidays). Any order placed on Saturday, Sunday or a bank or national holiday cannot be processed until the first working day after that and will be treated as if ordered on that day. For example, a Saturday order is treated as Monday at 8am (unless Monday is a bank or national holiday).
Additional Delivery Notes
At the moment, all bulk deliveries (baths, worktops, sheet materials, pipes, flooring, wall tiles and white goods) are only delivered within London and Medway, and also across Kent.
Supplies in small or medium sizes that fit into any box are delivered nationwide via next-day express delivery or a 3–5 day courier service.
Kitchen flatpack units are delivered nationwide, either as singles with next-day delivery or by pallet.
If there are issues with stock or delivery areas, we will aim to notify you within 24 hours by phone or email. In such cases, we will provide an alternative solution or offer a full refund.
Standard Deliveries
Deliveries are made Monday to Friday during standard working hours (7 AM to 4 PM). On occasion, deliveries may arrive earlier; if this is an issue, please contact the office. Weekend deliveries can be arranged upon request and are subject to an additional charge.
Delivery Coordination & Times
Due to the wide range of products we sell, not all orders will arrive on the same vehicle. If this is a concern, please notify us in advance.
Owing to the size and volume of the products we sell, we are unable to guarantee specific delivery times. Drivers will be requested to call in advance; however, this remains a request and cannot be guaranteed.
Delivery Charges (excl. VAT)
Local Van Delivery — London & Medway and across Kent
£29.99
Standard Delivery — up to 5kg
£5.99
2-4 working days
Standard Delivery — up to 15kg
£9.99
2-4 working days
Express Heavy Parcel Delivery — over 15kg
£14.99 +£0.50/kg
Max 100kg, 2-3 working days
Pallet — 100kg to 1000kg
£99
2–4 day delivery
Delivery Address: Drop off point is the nearest accessible roadside to the delivery address provided.
Taking Delivery: You must ensure the address has someone there to accept delivery and assist the driver with bulky and difficult items such as plasterboard/baths/appliances.
Need faster delivery?
Next working day available before 12pm cut-off for eligible addresses.
Returns & Exchanges
Please check your order properly on delivery and sign the delivery note if satisfied. If not happy, please refuse to collect so the order can be returned to the warehouse for exchange or refund.
Report Shortages within 7 Days
Please check your order upon delivery and report any shortages or discrepancies as soon as possible, preferably within 7 days. This reporting period does not affect your statutory rights.
30-Day Returns
We accept returns of eligible products within 30 days of purchase. Discretionary returns must be unused, in their original packaging and in resalable condition. A 15% restocking fee and return transport costs may apply. Statutory rights remain unaffected.
Non-Returnable Items
Certain products ordered specifically to customer requirements may be excluded from discretionary returns or exchanges. Any restrictions will be confirmed before purchase and do not affect statutory rights.
Damaged or Faulty Items
If an item was damaged upon opening or found to be faulty after initial use, please contact us via the contact page or email with details and supporting photographs.
Please provide your order number, invoice or other reasonable proof of purchase when requesting a return. Statutory claims will not automatically be refused where a purchase can be established through other reasonable evidence.
Any returns that are unauthorised or do not contain the official paperwork will be refused and returned to the customer.
White goods and electrical appliances may be covered by a manufacturer’s warranty, subject to the manufacturer’s terms. Customers are encouraged to register eligible appliances with the manufacturer where applicable. Manufacturer warranties operate in addition to, and do not replace, customers’ statutory rights against Orion Trade Supplies, including rights relating to faulty or misdescribed goods.
Manufacturer warranties vary by product and manufacturer and may cover parts, labour or replacement for a specified period. Customers should follow the manufacturer’s instructions for installation, use and maintenance. Any manufacturer’s warranty is additional to applicable statutory rights, including consumer rights under the Consumer Rights Act 2015.
RETURNS & EXCHANGES POLICY IN FULL
30-Day Returns
At Orion Trade Supplies, we accept returns of eligible products within 30 days of purchase, including standard stocked products, clearance items and larger products delivered by our own vehicles.
For discretionary returns, products must be unused, in their original packaging and in new, resalable condition.
Returns are accepted at our Rochester and Peckham branches or by post/courier, subject to prior authorisation.
Return Costs & Restocking Fees
A 15% restocking fee applies to eligible discretionary returns, including bulky items such as baths and other products requiring van delivery.
Customers are responsible for arranging and paying for return transport. If collection by Orion is requested and agreed, any applicable collection charges will be confirmed in advance.
Restocking fees do not apply where a customer is exercising statutory rights that require a full refund, including qualifying consumer cancellations and returns of faulty or misdescribed goods.
Special-Order Products
Special-order products are excluded from our discretionary 30-day returns and exchanges policy. This does not affect any statutory rights, including applicable consumer cancellation rights and remedies for faulty, damaged or incorrectly supplied goods.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
Report any shortages or delivery discrepancies as soon as possible, preferably within 7 days of delivery, providing your order number and details of the issue.
If an item arrives damaged, is faulty or is incorrect, please contact us with supporting photographs where possible. We will arrange an appropriate remedy in accordance with your statutory rights.
The seven-day reporting request does not limit your statutory rights.
Exchanges
Exchanges are accepted for eligible products within the 30-day returns period, subject to product condition and availability.
Where an exchange is discretionary, applicable restocking fees and return transport charges may apply.
How to Return an Item
Please contact Orion Trade Supplies before returning any goods, providing your order number or invoice number and the reason for the return.
Once authorised, goods may be returned to our Rochester or Peckham branch or sent by post/courier using the return instructions provided.
Please package goods securely to prevent damage in transit. For large or bulky items, contact us to discuss suitable return arrangements.
Refunds
Once returned goods have been received, inspected and approved, we aim to process refunds within 2 days.
Refunds will normally be issued to the original payment method. The time taken for funds to appear in your account may depend on your payment provider.
Any permitted restocking fees or agreed return transport charges will be explained before the refund is processed.
Your Statutory Rights
Nothing in this policy affects your statutory rights.
Where applicable, consumers purchasing online may have a legal right to cancel qualifying orders within 14 days of receiving the goods, subject to statutory exceptions. Additional legal remedies apply to faulty, damaged or misdescribed goods.
Our discretionary 30-day returns policy operates alongside, and does not replace, those rights.
Warranty Information
Orion Trade Supplies is committed to providing high-quality products and excellent customer service. This warranty information outlines the terms and conditions for the repair, replacement, and return of tools and white goods purchased from us.
White Goods Warranty:
If you have purchased white goods, we cover any physical damages for up to 30 days from the date of purchase. To benefit from the manufacturer’s warranty, it is encouraged to register the appliance with the manufacturer. Manufacturers typically offer a 1-year warranty covering all parts and labour, provided the unit is used in accordance with the instructions provided. Please note that unauthorized returns or returns without the required paperwork will be refused and returned to the customer.
Power Tools Warranty:
For power tools, if an item is found to be faulty and you purchased it more than 30 days ago, our aim is to resolve the issue as quickly as possible. We may offer a repair, replacement, price reduction, or refund. If the product is to be repaired and the manufacturer provides a helpline, repair service, or warranty, please contact the manufacturer directly. If you need assistance in locating the manufacturer or their contact details, please contact us.
If there is no manufacturer-provided repair service or warranty, we will typically offer a repair or, if that is not feasible, replace the item with the same or an equivalent model.
It is important to retain proof of purchase for all warranty claims. For specific warranty details, please refer to the manufacturer’s warranty documents available on the product pages.
FAQs
Answers to the questions our team hears most. Can’t find what you’re looking for? Use the contact form below.
Q1. How does Orion Trade Supplies address the challenges faced by UK contractors in the social housing sector?
Orion Trade Supplies delivers tailored solutions for contractors by offering a wide selection of materials essential for repair and maintenance projects. From plumbing and bathrooms to kitchens, fire protection, and flooring, our streamlined one-stop-shop approach ensures contractors meet tight deadlines, adhere to budgets, and comply with UK regulations without unnecessary hassle.
Q2. Why is Orion Trade Supplies the preferred choice for UK contractors, especially in London and Kent?
Unlike general suppliers, Orion understands the unique pressures UK contractors face, particularly in social housing projects. We ensure consistent product availability, competitive pricing, and trade-specific expertise at every branch. Our localised approach provides UK-based contractors with easy access to materials and personalised service, helping them deliver projects efficiently and within the budget.
Q3. How does Orion Trade Supplies help UK contractors reduce costs and stay competitive?
Orion minimises costs by sourcing materials directly from UK-based manufacturers and primary suppliers, ensuring affordability without compromising quality. We are truly going the extra mile to source the right materials for the industry at the right price. We also maintain backup suppliers to ensure constant availability. This ensures our customers remain competitive while delivering exceptional results.
Q4. How does Orion Trade Supplies help tradesmen save both time and money on their projects?
Orion saves tradesmen time by offering a vast range of building materials in one place, reducing the hassle of dealing with multiple suppliers. Our competitive pricing, achieved through direct sourcing and in-house efficiencies, ensures you get the best value for your money. With quick order processing, local branches, and fast delivery options, we keep your projects moving without delays or overspending.
Q5. How does Orion Trade Supplies support UK contractors financially?
Orion provides a 30-day credit account to eligible UK contractors via our Trade Account scheme, allowing them to manage cash flow effectively—paying us after being paid by their clients. Additionally, we offer volume and loyalty discounts based on nett purchases, helping contractors save even more. Our branch-level accountability, at our Rochester and Peckham trade counters, ensures personalised financial support that keeps your business moving forward.