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Frequently Asked Questions
OUR COMPANYUSE OF THE WEBSITE
PRODUCTS
PRICES
ORDERING
DELIVERY
PAYMENT
CANCELLATIONS AND RETURNS
APPLICATION OF PRODUCTS
HEALTH AND SAFETY
PRODUCT INSTALLATION
TECHNICAL VISITS
ONGOING SUPPORT AND TECHNICAL SERVICE
TERMS AND CONDITIONS
CUSTOMER SERVICES AND CONTACT INFORMATION
Who is Mosskillers Ltd?
Mosskillers Ltd was established to provide specialist solutions to remove moss, algae and lichen from the home and garden.
How long has Mosskillers been trading?
Mosskillers is a relatively new company, established in 2005 to concentrate on solutions for the home and garden. The first products offered were taken from the ranges of another company with the same management team, SPCB UK Ltd, specialists in industrial finishing solutions. SPCB (Societé des Produits Chimiques de Bretagne) has been trading worldwide for over 20 years and some of their products are still in the ranges offered by Mosskillers.
Do you supply all of the UK or just the Midlands? I live in the Shetland Islands.
All of our products can be supplied to the whole of the UK and Ireland. Some areas may have slightly higher delivery charges and these will be indicated on the payment pages, or alternatively you can contact us for a price. If you are interested in our products and are located elsewhere in Europe or in the world, we can also supply the same products, but they may be sent from elsewhere to help with delivery costs.
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USE OF THE WEBSITE
How do we find a product that we need on the website?
You can look at the summary of products and click down to each product. If you do not find the product you are looking for, please contact us by phone on 0116 2410123 or email info@mosskillers.co.uk
Can we place orders on the website?
Most products can be ordered via the website already. Please be aware that the website is in the stages of development so products are still being added. If you have any enquiries in the meantime, you can phone us on 0116 2410123 or email us at info@mosskillers.co.uk . Please look at our FAQs on ORDERING
Can we find technical information and MSDS on the website?
On each of the product pages, you can print relevant technical information and application advice. We only supply MSDS or COSHH when the products are ordered to new customers and these are included with the delivery or can be requested separately via email at info@mosskillers.co.uk .
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PRODUCTS
You seem to have a wide product range and we are unsure which products will be best suited to us. How do we find out more?
If you have browsed our product ranges and feel that you need further information, you can email us at info@mosskillers.co.uk for more information, or request a site visit so that we can look at your particular requirements.
We like the sound of your ranges. Can we have a sample?
If you are potentially to use a large quantity of the solution, we can sometimes arrange a site visit if you contact us with your requirements. We do like to ensure that you are always happy with your products and so we have a full ' cancellation and returns policy ' and will refund any product that has not worked as expected, as long as it has been applied correctly. We do not offer the service of decanting samples.
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PRICES
Can we have a quote for a specific requirement?
Most of the products available to purchase online have a listed price. We recognise that each client's requirements are different, so you can always contact us for more information.
Do you have different prices for individuals, companies and distributors?
Starting at our net prices for individuals and small orders by companies, we can sometimes offer discounts for large orders, ongoing orders or for resale. Please contact us for a quote if you are likely to be in this situation.
Do your prices include delivery and VAT?
Our standard prices quoted usually include VAT but delivery is an extra option shown at the checkout stages. This is because we try to use the cheapest delivery option possible according to your location. Please do check when asking for a quote.
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ORDERING
We are very interested in some of your products and would like to order straight away. Can we do this?
Many of our products can be ordered online and paid for by credit card. You can also order by phone, fax or email. We will contact you to confirm the details. You can also read our guide on ordering .
As a company, do you offer goods on a proforma basis or with a credit account?
An established company can have a credit facility of 30 days or request a proforma invoice or payment on delivery. Usually, we will need to collect certain information about you to establish such terms. You should place your order by phone, fax or email. We will contact you to confirm the details. You can also read our guide on ordering
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DELIVERY
How quickly can we have a product? We need to clean our roof this weekend.
Once we have received your order or your company account is set up, we can arrange a NEXT WORKING DAY delivery. Deliveries on Saturday, Sunday and Bank Holidays are possible but there may be a surcharge. We can sometimes also arrange for you to collect in person, so do contact us if you have particular requirements.
Which method of delivery do you use?
We always try to use the best method of delivery to suit the customer. For very small parcels, this may be Royal Mail, but usually we use a courier for Next Working Day Delivery throughout the UK. If you have any preferences, we can change the method of delivery to suit you and can quote accordingly.
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PAYMENT
Can I pay by Credit Card?
Most of our products are available to order online via the shopping cart facility and can be paid via a secure Credit Card gateway. You can also use your credit card when placing orders by phone. If you prefer to contact us by fax or email, it is preferable to pay be cheque prior to receiving the goods for reasons of security. Please also read our ordering guide.
Is it difficult to set up a Credit account?
If you are an established company, we can send you a Credit Application Form and if approved, you can order goods on our usual terms of 30 days NET. The process is usually completed within 24 hours.
Do you accept cash?
It would be very difficult for us to accept cash as we deliver our products nationwide. However, if you would like to collect the products from our warehouses in Leicester then we can accept cash purchases.
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CANCELLATIONS AND RETURNS
What if I change my mind?
If you change your mind prior to delivery, or if you have not used the product within 7 days of receipt then we will offer you a full refund in accordance with our cancellation and returns policy . The goods must be returned to us at your own expense and we must receive the product in a resaleable condition.
What if the product does not work?
Our products have been designed professionally and tested in many working environments worldwide. If the product has been applied in accordance with our recommendations and have not worked to your satisfaction, we may insist on checking the installation ourselves before we offer a full refund.
We ordered quite a lot of moss removal agent and have some left. Can we return it?
Any product that is left and in perfect resaleable condition (ie complete containers) can be returned to us at your own expense and refunded in full in accordance with our cancellation and returns policy . You will need to contact us for more information by email or by calling us 0116 2410123.
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APPLICATION OF PRODUCTS
Do you have instructions on how to apply your chemicals?
You can always contact us for further information on applying any of our products. We prefer this as it gives us the opportunity to discuss your particular application. Generally, our products are very easy to apply and not too different to the process you are used to so a short telephone conversation should provide all of the information you need. Alternatively, you can look at the technical information on each of our products on this site. They also provide basic information on application.
We want to ensure that we are using the product properly. Can you help?
It is very important that our products are applied correctly if they are to work and so we do provide instructions with each delivery. You can contact us 365 days of the year for advice, 24 hours a day. If out of office hours, we may need to call you back so please don't forget to leave your contact details. Occasionally, we may be able to forward you details of local contractors to apply the products for you at a charge. Please note that the contract of application is between you and the contractor and we cannot be held responsible for his or her work.
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HEALTH AND SAFETY
I need more information on the safety of a particular product.
All of our chemical products have relevant COSHH and MSDS data which you will receive when you order a new product. You can also make any specific enquiries by sending us an email. The MSDS will have such details as recommended PPE and disposal requirements.
We are delighted with your moss remover but have lost the MSDS you sent with the delivery.
Now that you have informed us, we can send you a copy immediately by post, email or fax. Don't forget to include your last order number details. Any customer that has lost a copy of a MSDS can contact us for an immediate replacement.
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PRODUCT INSTALLATION
Do you offer a service to apply or install the products?
For most products we can give very good instructions remotely. If you need a company to install the products for you, we can often forward you a name of local contractors and it is up to you if you use them. Please note that the contract of application is between you and the contractor and we cannot be held responsible for his or her work.
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TECHNICAL VISITS
I have specific technical questions that I think you can only answer if you see the problem.
Please send us an email or call us on 0116 2410123 and we may be able to arrange a site visit if we cannot resolve your issues remotely.
We are in Devon. Can you still come and see us?
We can make technical visits throughout the UK although we may need to arrange a date that our technicians are in your area.
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ONGOING SUPPORT AND TECHNICAL SERVICE
We need a supplier that we can rely on for advice on a long term basis.
We are very proud of our technical customer support and feel that this is why we have such a strong working relationship with all of our customers. Do not hesitate to call us on 0116 2410123 or email us at any time, 365 days a year, 24 hours a day and we will endeavour to respond within hours depending on the time of day.
We would like to reduce the number of suppliers and see that you have many ranges available which may be of interest to us but we also need a contractor to carry out some of the works.
Of course, you can contact us with your particular requirements.
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TERMS AND CONDITIONS
I am concerned about sending you my email address as I have been targeted by spam in the past.
We are a family business with full respect for the privacy of our customers. Whilst we may ask if you would like to receive news and product updates by email, we never give your personal details or email address to any other company. We operate tight security procedures and you can stop receiving news from us at any time. You can also see the information that we are holding about you. You may like to see our security and privacy policy.
Do you have selling conditions or information on what to do if we are not happy?
We are committed to customer care and have a full set of terms and conditions for your reassurance.
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CUSTOMER SERVICES AND CONTACT INFORMATION
If we have a problem, how can we contact you?
We can be contacted by phone (0116 2410123), fax (0116 2410234), post or email. Our contact information is on our contact page.
We have a nightshift and sometimes work on Saturdays, especially for cleaning. Do you just operate office hours or can we contact you at all times?
We appreciate that much of your maintenance is carried out outside of the usual working hours and, in fact, so do many of our technicians, especially when carrying out works on site or installing new products. We can be contacted 24 hours a day, 7 days a week and 365 days of the year! We have a close working relationship with all of our customers and so we can also be contacted on our mobile phones if necessary.
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