Refund policy
1. Price and Payment
1.1 The price of the Products and/or the Services shall be: -
1.1.1 if you place your order on the Website, the price quoted by Us on the Website at the time You submit Your Order Form on the Website
1.1.2 if you place your order over the telephone, the price quoted by Us over the telephone when we complete Your Order Form with You over the telephone
1.1.3 if you place your order by post, the price quoted by Us in Our mail order catalogue current at the time We receive Your Order Form
1.2 Except as otherwise stated, Our prices exclude delivery. In certain circumstances We may charge for delivery and if We do, We will confirm any applicable delivery costs at the time of checkout.
1.3 Our prices are inclusive of any applicable VAT.
1.4 While We try and ensure that all prices quoted on the Website and in our mail order catalogue or quoted over the telephone are accurate, errors may occur. If We discover an error in the price of the Products You have ordered, We will inform You as soon as possible and give You the option of either reconfirming Your order at the correct price or cancelling it. If We are unable to contact You, We will treat the order as cancelled. If You cancel an order due to an error in price and We have already received payment for the Products and/or Services, You will receive a full refund.
1.5 Unless We agree otherwise, payment is due at the time You submit Your Order. If We do not accept Your order, We will refund You any payment made by You in respect of such cancelled order.
1.6 You must pay all sums due to Us in full by either debit or credit card. By ordering Products and/or Services You are giving Us Your consent to pass details on to Our appointed secure payment provider for the purposes of processing Your payment.
2. Cancellation
2.1 You may cancel Your order for Products at any time within the 14 working days following the day on which You receive such Products.
2.2 You may cancel Your order for Services at any time within the 7 working days following the day on which You placed Your order unless the Services start with your agreement before the expiry of this period in which case Your right to cancel your order for Services under this clause will end when the Services start.
2.3 If You want to cancel any Contract in accordance with this clause, You must notify Us in writing within the relevant timescale set out in this clause. If any Products have already been sent by Us to You, You must promptly arrange for and pay for the return of such Products to Us. If You fail to return the Products to Us or if You return the Products at Our cost, We shall charge You for Our direct costs in recovering the Products from You.
2.4 Risk in the Products shall remain with You until We receive the Products from You. This means You will be responsible for care of the Products, and You must bear the cost of any loss of and/or damage to the Products before We receive them from You and so We suggest that You return Products to Us by courier or registered delivery.
2.5 If you cancel any Contract in accordance with this clause, You will receive a full refund of the price You paid for the relevant Products and/or Services and any applicable delivery charges You paid for. We will process the refund due to You as soon as possible and, in any case, within 30 calendar days of the day on which You gave us notice of cancellation in accordance with this clause.
2.6 We shall not be obliged to agree to any cancellation requests submitted other than in accordance with these conditions. If We do agree to any cancellation request submitted other than in accordance with these conditions, You agree to pay to us Our reasonable costs and expenses incurred as a direct result of Your cancellation.
3. Specification
3.1 The quantity, quality, description and/or specification for the Products and/or the Services shall be that set out on the Website or in Our mail order catalogue current at the time of order placement and (in any case) in any order acknowledgement issued by Us.
3.2 You are responsible for checking the order acknowledgement is accurate and adequate for the Products and/or Services to be supplied.
3.3 Details and/or specifications in brochures and price lists produced by Us are intended as a guide only and only give a general approximation of the Products and/or Services.
3.4 We reserve the right to make changes to the specification of the Products and/or Services as required from time to time by law, applicable safety requirements or manufacturing requirements provided that they do not have a material adverse effect on the quality and/or performance of the Products and/or the Services.
3.5 If We do make changes to the specification of the Products and/or Services which have a material adverse effect then You shall have the right to cancel the Contract without Liability.
4. Guarantee
4.1 We may provide a specific warranty with the Products. If a specific warranty applies to the Products this will be stated on Our Website or in Our mail order catalogue. We shall have no Liability to You under such warranty in respect of any excluded defects referred to on Our Website or in Our mail order catalogue.
4.2 We warrant that the Services will be carried out with reasonable care and skill.
4.3 If You believe the Products and/or Services to be defective You should contact Us as soon as possible and provide Us with a photograph and description of the defect by post or e-mail to the relevant address set out in clause 12.
4.4 If it appears to Us that the Products and/or Services may be defective We may then ask you to return the Products to us and/or arrange to collect them from You.
4.5 You agree to follow our reasonable instructions in respect of the return and/or collection of the Products.
4.6 If You fail to make the Products available for collection in accordance with our instructions and the collection is aborted as a result We may require You to pay Us Our reasonable costs and expenses which We incur in respect of the failed collection before We will make a further attempt to collect the Products.
4.7 If any Products and/or Services prove to be defective under any of Our warranties then We shall, at Our sole option, either repair or replace or re-perform or refund the price of such Products and/or Services. We will also refund Your reasonable postage costs if You have returned defective Products to Us at Your own expense in accordance with Our instructions.
4.8 If the Products are not defective, We shall be entitled to charge You for any costs and/or expenses incurred by Us in collecting the Products and any work carried out by Us in relation to those Products.