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Terms & Conditions
and General Information for Retail Customers
1) Ordering Goods
1.1 Customers who wish to order goods should first view our products on our website or in our brochures. They should then contact us by e-mail, telephone or mail to discuss their requirements. We will then offer a written quotation, either electronically by e-mail or in hard copy by mail as preferred by the customer. This quotation will detail the customers full requirements including any options, additional features, delivery charges and VAT where applicable.2) Payment
2.1 We accept international payments by Mastercard or Visa credit cards. We strongly advise against sending credit card details by e-mail. Once the customers requirements have been discussed and finalized (as detailed in 1.1 above) we recommend that the customer gives the payment details by telephone or by traditional mail in the form of a written order.2.2 Customers within the UK may also choose to pay by cheque or BACS or by cash for personal callers.
2.3 All payments are in UK Pounds Sterling (£), we do not accept any other currencies.
2.4 Full payment is required at the time the customer confirms their order. Goods will not be dispatched until full payment has been received.
3) Prices
3.1 The prices shown on our website or in our brochures are the ex-works retail prices excluding VAT and do NOT include carriage, which will be charged as an extra cost. Customers will be advised of the carriage charge before the order is confirmed and before any payment is taken.3.2 Customers within the UK or any EU member state countries should note that VAT is NOT included in the prices shown. VAT will be added to the value of the order at the rate applicable in the UK on the day the order is confirmed. The full order amount, including VAT and carriage, will be advised to the customer before the order is confirmed and before any payment is taken. Please note that VAT is not applicable on any orders shipped to countries outside the European Union.
4) Delivery
4.1 Various delivery options are available depending on the size of the package and the destination. Packages delivered within the UK will be sent by Royal Mail Recorded Delivery, unless an alternative delivery method is specifically requested by the customer. Overseas deliveries can be sent by various means ranging from Signed For Airmail (for small non-urgent orders) to Express Courier Services for larger or time critical deliveries. The options, prices and delivery times will be discussed with the customer before the order is confirmed and before any payment is taken.4.2 Customers who pay by Credit Card should note that we will only deliver to the address of the registered card holder. We cannot deliver to alternative addresses, third parties or PO Box numbers.
5) Lead Times
5.1 Due to the very wide range of customer selected options within our product range we cannot guarantee to keep all products in stock at all times. For this reason we ask that customers regard all products as Made to Order. The lead time from order to dispatch will vary depending on the products ordered. Customers will be advised of the lead time for their order before the order is confirmed and before any payment is taken. We do not dispatch part orders. The customers full order will be manufactured before dispatch.6) Import Duty or Tax
6.1 Overseas customers, outside the UK, should note that our prices do NOT include any Import Duty or Tax levied in the destination country. Payment of any Import Duty or Tax is the full responsibility of the customer.7) Description of Goods
7.1 We aim to ensure that the product photographs, illustrations, descriptions and technical data shown on our website and in our brochures are as accurate as possible. However customers should note that due to the hand-made nature of our products and the very wide range of customer selected options within our product range there may occasionally be minor cosmetic variations from those illustrated.8) Returns Policy
8.1 If the customer is not satisfied with the products purchased for any reason they may return them to us within 28 days of purchase for a full refund. The goods must be returned in unused condition and in their original packaging along with a letter stating the customers name, address, telephone number, e-mail address (if available), date of purchase and the reason for the return.9) Product Guarantee
9.1 All products are guaranteed for a period of 12 months from the date of purchase against any defects related to the raw materials or manufacturing process. Defective products will be replaced or a full refund of the original purchase price will be given in accordance with the customers wishes.9.2 Due to the extremely hostile environment in which these products are used there is no guarantee against wear and tear or damage caused in service.
10) Cancellation of Order
10.1 Customers may cancel any order without charge or penalty providing the goods have not yet been dispatched. Any payments made will be refunded in full.10.2 Customers who cancel an order after the goods have been dispatched may do so without charge or penalty. However, it is the customers responsibility to then return the goods to us, fully intact and in unused condition. Upon safe return of the goods a full refund will be given.
11) Non-Delivery of Goods
11.1 Claims for non-delivery will not be considered until a period of 28 days has elapsed from the date of dispatch. This is due to the sometimes lengthy time scales involved in delivery to distant destinations and the occasional unavoidable delays, for example Customs Clearance. If goods fail to be delivered after the 28 day period the customer will be offered the choice of replacement goods or a full refund of the original purchase cost.12) Damages, Shortages and Discrepancies
12.1 Claims for damaged goods, shortages or discrepancies in the order must be reported to us within 48 hours of delivery. Claims made outside this 48 hour period will not be considered. Customers making a substantiated claim will be offered the choice of replacement goods or a refund of the cost of the affected items.13) Customer Details
13.1 We will retain copies of Quotations and Invoices issued to customers for a period of 5 years. These may be stored electronically on our own computer systems or in hard paper format. The customer information contained in these documents may include their name, address, telephone number and e-mail address. Under no circumstances will we ever include any other confidential personal information or any financial information such as credit card or bank details in any of these documents.13.2 Financial information, such as credit card or bank details, that is issued to us by customers will be used only for the purposes of processing payments for goods or services supplied by us to that customer. All financial information that is issued to us is destroyed and/or deleted immediately the payment has been successfully processed. Under no circumstances will we ever store or retain any customer financial information either electronically on our own computer systems and servers or in hard paper format.
13.3 Customer details will not be disclosed to any third parties unless the customer has given their permission or we are required to do so by law.
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