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Delivery & Return Policy
4.1 The timescales and costs of delivery will be as displayed to you on our website.
4.2 We will deliver the goods to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order.
4.3 Please see the 'Delivery' and 'Frequently Asked Questions' pages on our website for further information on our delivery policy.
4.4 If our supply of the goods is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any goods you have paid for but not received.
4.5 If no one is available at your address to take delivery, we will leave the goods in a safe place at your address.
7. Cancellation and Returns Policy
7.1 Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
(a) If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the goods repaired or replaced or to get some or all of your money back), see paragraph 10;
(b) If you want to end the contract because of something we have done or have told you we are going to do, see paragraph 7.2;
(c) If you have just changed your mind about the product, see paragraph 7.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods.
7.2 If you are ending a contract for a reason set out at (a) to (d) below the contract will end immediately and we will refund you in full for any goods which have not been provided and you may also be entitled to compensation. The reasons are:
(a) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
(b) there is a risk that supply of the products may be significantly delayed because of events outside our control;
(c) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than [PERIOD]; or
(d) you have a legal right to end the contract because of something we have done wrong.
7.3 For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
7.4 You do not have a right to change your mind in respect of:
(a) bespoke metal gates;
(b) pre-painted timber products;
(c) sealed goods, once these have been unsealed after you receive them.
7.5 You have 30 days after the day you receive the goods, unless your goods are split into several deliveries over different days. In this case you have until 30 days after the day you receive the last delivery to change your mind about the goods and end the contract.
8. How To End The Contract With Us (Including If You Have Changed Your Mind)
8.1 To end the contract with us, please let us know by doing one of the following:
(a) Call customer services on 0800 288 8178 (on your landline) or 0333 011 0678 or email us at firstname.lastname@example.org. Please provide your name, home address, order number, details of the order and, where available, your phone number and email address.
(b) Write to us at Robtec House, High Street, Cleobury Mortimer, Kidderminster, Worcestershire DY14 8DP including the information required in paragraph (a) above.
8.2 If you end the contract for any reason after goods have been dispatched to you or you have received them, you must return them to us. You must allow us to collect them from you. Please call customer services on 0800 288 8178 (on your landline) or 0333 011 0678 or email us at email@example.com to arrange collection.
8.3 We will pay the costs of collection:
(a) if the goods are faulty or misdescribed;
(b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of collection.
8.4 If you are responsible for the costs of return, we will charge you the direct cost to us of collection. The costs of collection will be the same as our charges for standard delivery of the relevant goods as stated on our delivery page.
8.5 We will refund you the price you paid for the goods (including delivery costs where applicable), by the method you used for payment. However, we may make deductions from the price, as described below.
8.6 If you are exercising your right to change your mind we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
8.7 We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days of your telling us you have changed your mind
9. Our Rights To End The Contract
9.1 We may end the contract at any time by writing to you if:
(a) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the goods, for example, any necessary measurements;
(b) you do not, within a reasonable time, allow us to deliver the goods to you.
9.2 If we end the contract in the situations set out in paragraph 9.1 we will refund any money you have paid in advance for goods we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
9.3 We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will let you know at least [PERIOD] in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.
10. If There Is A Problem With The Goods
10.1 If you have any questions or complaints about the goods, please contact us. You can telephone our customer service team on 0800 288 8178 (on your landline) or 0333 011 0678 or write to us at firstname.lastname@example.org or Robtec House, High Street, Cleobury Mortimer, Kidderminster, Worcestershire DY14 8DP.
10.2 We are under a legal duty to supply goods that are in conformity with this contract. Nothing in these terms will affect your legal rights.
If you wish to exercise your legal rights to reject goods you must allow us to collect them from you. We will pay the costs of collection. Please call customer services on 0800 288 8178 (on your landline) or 0333 011 0678 or email us at email@example.com to arrange collection.
11. Our Responsibility For Loss Or Damage Suffered By You
11.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
11.2 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
12. Governing Law and Jurisdiction
12.1 These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
12.2 We do not warrant that materials/items for sale on the Website are appropriate or available for use outside the United Kingdom. It is prohibited to access the Website from territories where its contents are illegal or unlawful. If you access this Website from locations outside the United Kingdom, you do so at your own risk and you are responsible for compliance with local laws.
13. Other Important Terms
13.1 We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
13.2 You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
13.3 This contract is between you and us. No other person shall have any rights to enforce any of its terms.
13.4 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
13.5 If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date