Delivery Policy
This Delivery Policy explains how large-format Sunnier products are scheduled, delivered, unloaded and reported if anything is not quite right. Please read it before confirming your delivery date.
It applies to pergolas, accessories and other products purchased from Kiitch Ltd, trading as Sunnier, and should be read alongside your order confirmation, our Terms & Conditions and, where relevant, our Returns & Cancellation Policy. Nothing in this policy limits your statutory consumer rights.
Kiitch Ltd (company number
16166684)
Trading address: B2, Sneyd Industrial Est, Stoke-On-Trent, England, ST6 2EB
Delivery areas and charges
Delivery options and charges are shown at checkout or in your quotation before payment is taken.
Standard delivery rates apply only to the delivery areas stated on the website. Deliveries to Northern Ireland, islands, remote postcodes, BFPO addresses or locations outside mainland Great Britain may need a separate quotation and may be subject to product or carrier restrictions.
Where free delivery is advertised, the minimum order value, postcode conditions and any excluded locations will be shown with the offer.
Product availability and combined deliveries
Estimated availability is shown on the relevant product page or confirmed in your order confirmation.
Where an order contains several products, delivery timing is normally based on the item with the longest lead time. To keep the delivery together, we may hold available items until the complete order is ready.
Small accessories or electrical items may occasionally be sent separately where that is more practical. If so, you may receive more than one tracking notification or delivery.
Arranging your delivery
Once your order is ready, Sunnier or its delivery partner will contact you to arrange or confirm a suitable delivery date.
You may also receive a further notification shortly before delivery with an estimated time window. Time windows are estimates — traffic, loading conditions and earlier deliveries can change during the day.
Please do not arrange installers, tradespeople or time-critical works solely around an estimated delivery date until the goods have arrived and been checked.
Access information
Sunnier pergolas are delivered in long and sometimes heavy packages using commercial vehicles. Please tell us or the delivery partner about any access restriction before the date is confirmed, including:
- Narrow roads or entrances
- Low bridges, arches or height restrictions
- Weight limits, controlled access or private roads
- Parking restrictions or permits
- Steep gradients, soft verges or unsuitable turning areas
- Restricted delivery hours, gates or security procedures
If a normal delivery vehicle cannot safely reach the address, we will discuss available alternatives. An additional charge may apply where a smaller vehicle, transfer service or special arrangement is needed.
How large products are delivered
Unless a different service is expressly selected, large Sunnier products are delivered kerbside or to another safe, reasonably accessible unloading point close to the delivery address.
The delivery team does not ordinarily carry packages through the house, over walls, across gardens, up steps or to the final installation position.
Where an enhanced carry-in or placement service is available, it must be selected and paid for in advance. The exact scope and any access conditions will be shown at checkout or confirmed separately.
Delivery at a glance
- Your order becomes ready — we confirm availability and prepare the complete consignment.
- A date is arranged — our logistics partner contacts you to agree or confirm a delivery date.
- The product is delivered — packages are unloaded at the agreed safe delivery point.
- You inspect and store — check the package count and visible condition, then store the goods safely until assembly.
Attendance and unloading
A capable adult must be present throughout delivery. Large products arrive in multiple packages, some of which need two people to move safely.
Unless your order confirmation states that unloading assistance is fully included, please make sure a physically capable person is available to assist the delivery team when reasonably requested. Product pages or delivery communications will identify any particularly heavy packages or special handling requirements.
Keep children, pets and unnecessary bystanders away from the unloading area. Do not attempt to lift a package that cannot be handled safely.
If delivery cannot be completed because no authorised person is present, access is unsuitable, or previously requested unloading assistance is unavailable, reasonable redelivery, storage or aborted-delivery costs may apply. We will explain those costs before arranging another attempt.
Delivery dates and delays
We make reasonable efforts to deliver within the timescale shown when you order and on the arranged date. Unless expressly agreed as fixed, delivery dates and time windows are estimates.
Delays can occasionally arise from stock movement, severe weather, traffic, vehicle breakdown, port or transport disruption, access restrictions or other circumstances outside reasonable control. If we become aware of a material delay, we will update you as soon as reasonably practicable.
If a delivery partner misroutes or reschedules a consignment, we will work with them to complete delivery or provide an appropriate replacement where the goods cannot be located within a reasonable period. Your statutory rights concerning late delivery remain unaffected.
Checking your delivery
Please check the number of packages and their visible condition before the driver leaves, where it is reasonably possible to do so. You should:
- Record any obvious damage, shortage or discrepancy on the delivery note or handheld device
- Take clear photographs of damaged packaging and the wider consignment
- Retain all packaging until the contents have been checked
- Contact Sunnier promptly with your order number and supporting photographs
We ask that visible damage or missing packages are reported within 7 days, or as soon as reasonably possible. This helps us investigate with the carrier and does not remove statutory rights where notification is made later.
Do not assemble a visibly damaged component where doing so may worsen the damage or make investigation more difficult.
Concealed damage or missing parts
Some transit damage may not be visible until packages are opened. Please inspect the contents carefully before assembly and report concealed damage or missing parts promptly.
We may ask for photographs of the packaging, labels, affected component and batch information. Where transit damage or shortage is confirmed, Sunnier will arrange an appropriate repair, replacement part, collection or other remedy in accordance with your legal rights.
Safe storage before assembly
If the product will not be assembled immediately, keep every package secure, dry and supported on a flat surface in line with the storage markings and installation instructions:
- Keep packages off wet ground and away from standing water
- Do not allow long profiles to bow or overhang unsupported
- Stack only where the packaging permits and keep the stack stable
- Protect the consignment from impact, building works and corrosive materials
- Keep electrical components and fabric accessories in dry conditions
- Retain packaging labels so components remain identifiable
Damage caused after delivery by unsuitable handling or storage is not transit damage. This does not affect a claim for a separate defect already present when the product was delivered.
Failed or refused delivery
Please contact us as early as possible if you need to change an arranged delivery. A charge may apply where the consignment has already been loaded, dispatched or allocated to a specialist vehicle.
If delivery is refused without a valid legal reason, or cannot be completed because of inaccurate address details, unsuitable access or customer absence, the goods may be returned to storage and reasonable costs may be charged before redelivery.
No fee will be imposed without being explained. Where the failure is caused by Sunnier or its delivery partner, we will rearrange delivery without charge.
Risk and ownership
For consumer orders, responsibility for accidental loss or damage ordinarily passes when the product comes into your physical possession, or into the possession of a person you have identified to receive it.
Ownership passes only when Sunnier has received full payment for the product.
Where you nominate your own independent carrier rather than one offered by Sunnier, the legal transfer of risk may occur earlier in accordance with applicable consumer law.
Delivery and professional installation
Delivery and installation are separate stages. Selecting professionally arranged installation does not mean the installer will necessarily attend on the delivery date.
Please keep the product securely stored until the agreed installation appointment. Do not discard packaging or move components in a way that may cause damage.
If an installation appointment has been arranged, allow enough time after delivery to check that the correct packages have arrived. Sunnier is not responsible for avoidable installer attendance costs where an appointment is booked before delivery has been completed and checked, except where required by law or caused by Sunnier’s breach.
Small parcels and separately shipped accessories
Remote controls, lighting parts, heaters and other small accessories may be delivered by parcel carrier separately from the main pergola consignment. Parcel tracking and delivery requirements may differ. A signature, safe-place instruction or collection from a local depot may be required.
Contacting us about delivery
For delivery enquiries, or to report damage, shortages or access restrictions, please contact us with your order number, delivery postcode and photographs where relevant.
Kiitch Ltd, trading as Sunnier
Company number
16166684
Trading address: B2, Sneyd Industrial Est, Stoke-On-Trent, England, ST6 2EB
Changes to this policy
The version of this policy applying to your order is the version in force when Sunnier accepts the order. We may update the policy for future orders, but later changes will not retrospectively reduce your contractual or statutory rights.
Delivery checklist
- Before booking — tell the carrier about access restrictions and choose a date when a capable adult can attend.
- Before arrival — clear a safe unloading area and review any handling information supplied.
- At delivery — check the package count and visible condition; photograph any concern.
- After delivery — store safely, retain packaging and inspect contents before assembly or installation.
- If something is wrong — contact Sunnier promptly with the order number, labels, photographs and a clear description.