1.1.   CES HOLDINGS. CES Holdings (CES) is a UK consolidator that manages orders across multiple international suppliers, it consolidates goods in warehouse and exports internationally according to clients’ instructions. 

2.1.   Goods pricing. CES quotes according to current supplier international pricing. 

2.2.   Quote validity. Quotes are valid for 28 days. Beyond 28 days we cannot guarantee prices or forewarn clients about known price changes.

2.3.   CES Pro Forma Invoice (PFI).  The PFI accompanies the quote package and includes the client details, cost of goods, estimated freight cost, and shipping method – Please check all details are correct as this information will be used if you confirm your order and need to be corrected prior to confirmation.

2.4.   Shipping method. This will be listed and is based on discussion with CES staff (or previous shipment requests.  If you require alternative shipping methods they are available upon request but this will change the estimated export quote cost.

2.5.   Estimated freight. The freight cost on the PFI is estimated. Freight costs may fluctuate and will be re-calculated and invoiced at time of shipment. 

3.1.   Required information upon order confirmation. When confirming an order please also provide the date the goods are needed by, delivery address details, and the contact details (name, email, phone) of the person ordering and (if different) the contact details of the person we should contact re shipping and re finance. 

3.2.   Freight costs. The freight cost on the PFI is estimated. Freight costs may fluctuate and will be re-calculated and invoiced at time of shipment. 

3.3.   Purchase orders. A purchase order and/or written confirmation with proof of payment or credit terms must be received to confirm orders on suppliers. Once these requirements are met, CES places orders on suppliers within 2 business days.

3.4.   Order acknowledgement (OA). Upon order confirmation, CES emails the OA to the client. The Client is responsible for ensuring all details on the OA are correct, including but not limited to product codes, colours, descriptions, pricing, and quantities. The client must contact their regional CES customer service immediately (and no later than 48 hours after receiving order acknowledgement) detailing any errors (see CES Contacts in section 9).   Once the order confirmation correction period has passed the client is committed to ordering and paying for the goods as per the OA.  If items are flagged as incorrect after this period CES will endeavour to make changes or cancellations with the supplier and this may incur supplier cancellation or amendment fees which CES will pass on to the customer.  If the order cannot be amended or cancelled the client will still be liable for the goods as per the OA.

3.5.   Discontinued items: if an order is placed and the supplier informs CES that the item is discontinued a replacement will be offered by CES. If accepted, the replacement will be charged according to its cost. 

3.6.   Out of stock and unavailable items: In case of out of stock and unavailable items, if known, the estimated date the product will be back in stock will be shared. If no date is known or the restock date supersedes your ‘required by’ date CES will offer a replacement. If accepted, the replacement will be charged [HCCC2] according to its cost.

3.7.   Take stock and follower reports. CES sends a weekly take stock and follower report (or combined report). The take stock report lists which products have arrived in the CES UK warehouse from the suppliers. The follower report lists which items are currently outstanding and, if known, a likely delivery date.

3.8.   Cancelling goods on the take stock report.  A request can be made to cancel goods on the ‘take stock’ report but as they have already been delivered to the CES warehouse it is likely that there may be either a restocking fee or the goods will be non refundable - Please enquire with our customer service team to see which policy applies. If you wish to cancel this must be requested in writing.

3.9.   Cancelling goods on the ‘follower’ report. A request can be made to cancel goods on the ‘follower’ report, if goods are ‘made to order’ this is unlikely to be possible but for standard resources this should be possible without penalty, please confirm the status with Customer Service in advance.  All requests to cancel must be sent in writing. 

3.10. Special export/delivery requests. Must be identified and requested in writing by the client with the CES Customer Service team (see section 9) prior to dispatch. Examples include approving front sheet before dispatch, any specific country regulations, paperwork requirements, etc.

3.11. Shipment schedule. Upon order confirmation CES asks the client for the date the goods are required by.  This date creates a schedule when we must have sent your goods by in order to meet this date.  If all the order has not arrived by the time this date arrives we will liaise with you as to whether you would like to:

1. delay your shipment (and therefore the date you receive your goods)
2. accept multiple shipments (each shipment is charged according to its cost) or
3. keep the original schedule date and cancel the goods that have not arrived.

3.12. Shipment request (unscheduled). You may request goods that have already arrived in our Manchester Warehouse to be sent prior to your scheduled shipment date. CES requires a minimum of 10 business days to pack, schedule, and dispatch an unscheduled shipment[HCCC3] . All shipments are charged according to their cost.  An unscheduled request is likely to increase the cost of shipping compared to the PFI freight estimate.

4.1.   Lead times. CES is not liable for supplier lead times or out of stock, discontinued, or unavailable items which may contribute to multiple shipments. Estimated lead times are shared with the client upon order confirmation or by request during the quote process. Please note select suppliers will not provide lead times until confirmed orders are received.

4.2.   Warranties. Warranty policies follow the individual supplier’s policy according to the specific product. Warranty policies will be provided to the client upon request. 

4.3.   Supplier safety: CES assumes no responsibility for product malfunctions. CES will liaise with the client and supplier in case of any safety concerns. 

4.4.   US suppliers. CES can place orders from suppliers located in the United States. Goods on the invoice will be charged in USD with freight charged in GBP. Long lead times are possible for US suppliers as CES consolidates shipments from the US to a US based warehouse then ship to the UK to consolidate with UK based goods in the UK warehouse. 

4.5.   Partner supplier agreements. In the case of any supplier agreement terminations or closures, CES will communicate the decision to any affected clients and offer suitable alternatives.

5.1.   Payment terms. Payment terms are agreed upon before the PFI is generated and will be honoured by both parties upon order confirmation.

5.2.   CES finance contact. Any invoice concerns should be raised with the CES regional representative team (See CES contacts in section 9). 

6.1.   Multiple shipments. It may not always be possible to ship in one delivery based on supplier lead times. If there are multiple shipments, this may mean the cost of shipment differs to the estimated freight. The client will be liable for total freight costs. 

6.2.  Shipment notification. An email will be sent from dispatch@cesholdings.co.uk listing your shipment arrangements and including your shipping documents when the goods leave the CES warehouse. Any shipping inquiries should be directed to the customer service team (See CES contacts in Section 9).   

6.3.  Import regulation changes. CES is not responsible for any additional freight/duty costs if local regulations change after freight estimations/duty estimates are completed. Any additional expenses will be incurred by the client.

6.4.  Local fees. Any local fees/duties applied to the shipment are the client’s responsibility. 

6.5.  Import code / EORI numbers. Customers must provide their import code (plus EORI number and VAT number for European clients) to CES staff prior to shipment – failure to do so may delay your shipment.

7.1.   Logistics partners. Clients will be informed of any shipment delays. CES partners with reliable and reputable logistics companies but cannot be held responsible for shipping delays.

7.2.   Estimated shipping timelines. CES provides the estimated shipping timeline by country and method of shipment in the shipping notification (see section 6).

7.3.   Storage costs. Payment for any storage upon arrival at the shipping destination is determined by the INCO terms and is billed to the responsible party at port.  CES will recharge any storage fees (which may include but not be limited to ground rent, demurrage and detention) to the client when delays have been caused by client action or inaction.  

7.4.   Delivery at weekends and public holidays.  Delivery during weekends or public holidays may incur a premium which will be charged additionally if required by the client.

7.5.   Offloading. For DDP INCO terms CES include offloading unless otherwise requested.

8.1.   Unwanted items. ‘Tailor made’ and ‘made to order’ items cannot be returned. CES may be able to return other items back to the supplier but only if the supplier accepts a return – please email our customer service team in advance to get authorisation before making any arrangements. CES will refund all monies to the client which we are refunded by the supplier.  Not all suppliers accept returns and those that do may charge a restocking fee which is deducted from any refund we receive.  The client is responsible for shipping back all unwanted goods to CES in the UK.  Any goods returned which are not in original condition (including packaging) may not be refunded and the client will still be liable for the shipping. 

8.2.   Damaged, incorrect, or missing items. We check all your goods received into our warehouse to ensure they are in perfect condition when we ship your goods and equally make every effort to ensure they are protected in transit.  However, errors can occur, and goods may still get damaged in transit.
Please let us know within 10 business days for core orders (20 business days for projects – see definition in section 10) of receiving your items if any goods are damaged, incorrect, or missing.

Please email your Customer Service contact with the CES order number and include the following:

• For Damaged items: include a picture of the damaged item/s.
• For incorrect items: include a picture of the incorrect item with the packing label.
• For missing Items: highlight the item that is missing.

We will confirm receipt of your email and launch an investigation within 2 business days.
For missing or incorrect items our first step is to double check with our warehouse and export teams to verify the shipment prior to checking with our suppliers.

If the goods have been damaged in transit, we insure goods worth £100 or over on your behalf and we can claim on this policy on your behalf.  For items under £100 we can issue a credit note. Until a claim is settled, we cannot issue a credit note and should you wish to re-order the goods this would be chargeable (refunded upon settlement).

Upon completion of the investigation, you will be given the choice whether you would like to re-order the item to add to a subsequent shipment or take a credit note.  

The client is responsible for any freight charges for replacements. 

10.1. Project order. A project is unique order that is for a new school, a refurbishment, or an extension, usually involving furniture, fixtures, and equipment (FF&E). 

10.2. Core order. A termly, annual, or repeatable order.

10.3. Supplier. A third-party company that CES liaises with on the client’s behalf.