Refund Policy
Your (consumer) rights1.01 If you are contracting as a consumer, you may cancel a Contract at any time within seven working days, beginning on the day after you received the Products. In this case, you will receive a full refund of the price paid for the Products in accordance with our refunds policy (set out in clause 2 (below). This provision does not affect any other statutory rights you may have.
1.02 To cancel a Contract, you must inform Us in writing, quoting your order number. You must also return the Product(s) to Us immediately, in the same condition in which you received them, and at your own cost and risk. You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, We may have a right of action against you for compensation.
1.03 You will not have any right to cancel a Contract for the supply of any Products that have been made by Us to your specifications, as special individual orders.
Availability and deliveryYour order will be fulfilled by the delivery date set out in the Dispatch Confirmation or, if no delivery date is specified, then (for Products other than those made to your own specifications) within 30 days of the date of the Dispatch Confirmation, unless there are exceptional circumstances. Products made to your specifications will generally be delivered to you more than 30 days after your order and we will endeavour to provide you with an expected (non-binding) delivery date following receipt of your order.
Product Pricing and Payment
1.04 The price of any Products will be as quoted on Our Site from time to time, except in cases of obvious error.
1.05 These prices include VAT at the current rate (17.5%), but exclude delivery costs, which will be added to the total amount due as set out in our delivery section of the checkout, which is accessible during the order process (prior to you having to confirm your order). In most cases, however, We will not charge you any delivery costs at all.
1.06 Prices are liable to change at any time, but changes will not affect orders in respect of which We have already sent you a Dispatch Confirmation.
1.07 Our Site contains a large number of individual Products and it is possible that, despite our efforts, some of the Products listed on Our Site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a Product's correct price is less than our stated price, We will charge the lower amount when dispatching the Product to you. If a Product´s correct price is higher than the price stated on Our Site, We will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection.
1.08 We are under no obligation to provide the Product to you at the incorrect (lower) price, even after We have sent you a Dispatch Confirmation, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mis-pricing.
1.09 Payment for all Products must be by credit or debit card. We accept payment with those credit and debit cards identified on Our Site.
Our refunds policy
2.01 When you return a Product to Us:
(a) because you have cancelled the Contract between Us within the seven-day cooling-off period (see clause 1.01 (above)), We will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation. In this case, We will refund the price of the Product in full, including any delivery costs we charged to you. However, you will be responsible for the cost of returning the item to Us.
(b) for any other reason (for instance, because you have notified Us in accordance with clause 18 that you do not agree to any change in these terms and conditions, or because you claim that the Product is defective), We will examine the returned Product and will notify you if you are entitled to a refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day We confirmed to you via e-mail that you were entitled to a refund for the defective Product. Products returned by you because of a genuine defect will be refunded in full, including a refund of any delivery costs we charged to you for sending the item to you and the cost incurred by you in returning the item to Us. We will not provide a refund in relation to Products that do not have a genuine defect, or where you have caused the defect.
2.02 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
Import duty2.03 If you order Products from Our Site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that We have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
2.04 Please also note that you must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable for any breach by you of any such laws.
Events outside our control2.05 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (“Force Majeure Event”).
2.06 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following: Strikes, lock-outs or other industrial action; Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster; Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; Impossibility of the use of public or private telecommunications networks; The acts, decrees, legislation, regulations or restrictions of any government.
2.07 Our Contract is deemed to be suspended for the period that the Force Majeure Event continues, and We will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be fulfilled despite the Force Majeure Event.
Your (consumer) rights1.01 If you are contracting as a consumer, you may cancel a Contract at any time within seven working days, beginning on the day after you received the Products. In this case, you will receive a full refund of the price paid for the Products in accordance with our refunds policy (set out in clause 2 (below). This provision does not affect any other statutory rights you may have.
1.02 To cancel a Contract, you must inform Us in writing, quoting your order number. You must also return the Product(s) to Us immediately, in the same condition in which you received them, and at your own cost and risk. You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, We may have a right of action against you for compensation.
1.03 You will not have any right to cancel a Contract for the supply of any Products that have been made by Us to your specifications, as special individual orders.
Availability and deliveryYour order will be fulfilled by the delivery date set out in the Dispatch Confirmation or, if no delivery date is specified, then (for Products other than those made to your own specifications) within 30 days of the date of the Dispatch Confirmation, unless there are exceptional circumstances. Products made to your specifications will generally be delivered to you more than 30 days after your order and we will endeavour to provide you with an expected (non-binding) delivery date following receipt of your order.
Product Pricing and Payment
1.04 The price of any Products will be as quoted on Our Site from time to time, except in cases of obvious error.
1.05 These prices include VAT at the current rate (17.5%), but exclude delivery costs, which will be added to the total amount due as set out in our delivery section of the checkout, which is accessible during the order process (prior to you having to confirm your order). In most cases, however, We will not charge you any delivery costs at all.
1.06 Prices are liable to change at any time, but changes will not affect orders in respect of which We have already sent you a Dispatch Confirmation.
1.07 Our Site contains a large number of individual Products and it is possible that, despite our efforts, some of the Products listed on Our Site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a Product's correct price is less than our stated price, We will charge the lower amount when dispatching the Product to you. If a Product´s correct price is higher than the price stated on Our Site, We will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection.
1.08 We are under no obligation to provide the Product to you at the incorrect (lower) price, even after We have sent you a Dispatch Confirmation, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mis-pricing.
1.09 Payment for all Products must be by credit or debit card. We accept payment with those credit and debit cards identified on Our Site.
Our refunds policy
2.01 When you return a Product to Us:
(a) because you have cancelled the Contract between Us within the seven-day cooling-off period (see clause 1.01 (above)), We will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation. In this case, We will refund the price of the Product in full, including any delivery costs we charged to you. However, you will be responsible for the cost of returning the item to Us.
(b) for any other reason (for instance, because you have notified Us in accordance with clause 18 that you do not agree to any change in these terms and conditions, or because you claim that the Product is defective), We will examine the returned Product and will notify you if you are entitled to a refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day We confirmed to you via e-mail that you were entitled to a refund for the defective Product. Products returned by you because of a genuine defect will be refunded in full, including a refund of any delivery costs we charged to you for sending the item to you and the cost incurred by you in returning the item to Us. We will not provide a refund in relation to Products that do not have a genuine defect, or where you have caused the defect.
2.02 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
Import duty2.03 If you order Products from Our Site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that We have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
2.04 Please also note that you must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable for any breach by you of any such laws.
Events outside our control2.05 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (“Force Majeure Event”).
2.06 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following: Strikes, lock-outs or other industrial action; Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster; Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; Impossibility of the use of public or private telecommunications networks; The acts, decrees, legislation, regulations or restrictions of any government.
2.07 Our Contract is deemed to be suspended for the period that the Force Majeure Event continues, and We will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be fulfilled despite the Force Majeure Event.