Help You Build Guarantee FAQs

Three guarantees we stand behind: products in our Guaranteed Range are available now, deliveries arrive on time and in full, and you're fairly priced. If we fail and it was within our control, we pay.

In Stock - guaranteed-range products in stock when you collect, or we get them to site within 2 hours (or 20% off that line).

Delivery - what we commit to deliver arrives on the day and in full, or claim 20% off the order.

Price Match - find the identical product publicly cheaper online and available now, and we match it there and then.

Others promise; we guarantee and pay when we fail. No hiding behind the small print.

Yes - across all branches, including Tools. Living Spaces is excluded.

A defined list of essential products - 300+ to start with, growing - that we guarantee to have in stock. The lines you rely on most.

Covered products carry a "Guaranteed Range" badge, and the full list is published online.

We get it to your site within 2 hours at no delivery cost to you. If we fail, you can claim 20% off the value of that line.

If you want 10 of a guaranteed line and we've only got 5, we have 2 hours to get the rest to you. If we can't, the credit is 20% of the full quantity you ordered - not just the shortfall.

If the failure is genuinely outside our control - an evidenced supplier disruption or a shortage we've communicated - the guarantee doesn't pay. If it's within our control, it does.

A commitment exists only once we confirm by email what we'll deliver (products and quantities) and the delivery day. No confirmation, no guarantee.

Delivered on the agreed day, with nothing short and no unauthorised substitutions. Damaged or warped goods don't count as "in full".

You can claim a credit of 20% of the value of your order, up to £500.

Only if a time window is explicitly confirmed on the commitment. Otherwise the guarantee is the day.

The original commitment stands; added items need a fresh commitment.

No - it covers deliveries on our own vehicles. Supplier-direct, DPD and (initially) Living Spaces are excluded.

That's outside our control, so no credit - we'll agree a new delivery commitment. A credit also can't be claimed if you don't take a delivery we attempt.

Show us the identical product publicly advertised cheaper online and available to buy now, and we match it at the point of purchase - there and then, not as a claim afterwards.

A stable, public URL showing the price - a permanent page, not a login, a basket, or a time-limited offer.

Marketplace listings (eBay, Amazon Marketplace and similar), liquidation pricing, pricing errors, bundles, and sellers who can't guarantee availability or delivery.

No - price match applies at the point of purchase, not retrospectively. The claim window is only for delivery or recovery failures.

It's mainly an in-branch thing, but if you can give us a valid link for the same product, available now, it applies.

Customers with a named Elliotts account (cash or credit). If you don't have one, you can set one up for free here, or at your local Elliotts branch.

Contact your branch the way you placed the order - by phone, in person, or email - with your order reference and the evidence (a photo, or a live price link). We check it against the terms, and valid claims are credited to your account.

Within 4 weeks of the triggering event (purchase, delivery commitment date, or collection failure), with evidence.

No - valid claims are credited to your account against a future purchase. Price match is handled at the point of purchase, not as a credit.

Credits must be used within 12 months of being issued. No cash alternative.

Yes - up to £500 per claim.

We validate every claim before issuing credit, and aim to assess your claim and apply any credit within 14 days.

Full terms and conditions can be found in our trading terms at elliotts.uk/terms-conditions.