Terms & Conditions
These are the terms on which we supply products to you. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
By using this website and/or placing an order you agree to be bound by the terms and conditions set out below. We may change these terms at any time without notice to you.
If you have any queries relating to these terms, please contact us at firstname.lastname@example.org.
- INFORMATION ABOUT US AND HOW TO CONTACT US
1.1 We are Stone & Mason Limited, a company registered in England and Wales. Our company registration number is 10738345 and our registered office is at Windover House, St Ann Street, Salisbury, Wiltshire, England, SP1 2DR. Our registered VAT number is 268883735. References to “we” “us” or “Stone & Mason” in these terms will be taken to mean Stone & Mason Limited.
1.2 You can contact us by telephone at 020 3764 2859 or by emailing us at email@example.com.
1.3 If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
1.4 When we use the words “writing” or “written” in these terms, this includes emails.
- USING OUR WEBSITE
2.1 The website at stone-and-mason.com is provided solely for your personal use. To place an order on the website you must be at least sixteen (16) years old. You may not use the website for any commercial purpose.
2.2 All text, graphics, photographs, logos, trademarks, artwork, sounds, music, user interfaces, visual interfaces and computer code belongs to Stone & Mason (or is licensed to Stone & Mason). All rights are reserved. You are not permitted to copy, print, reproduce, download, republish, post, publicly display, translate, transmit or distribute any of the material on our website in any way.
2.3 Although every effort has been made to ensure that the information provided on our website is as accurate as possible, we make no warranties (whether express or implied) in relation to its accuracy.
2.4 You must not establish any link to the website to suggest any form of association, approval or endorsement on our part where none exists or establish a link from any website that is not owned by you.
2.5 We make no warranty that your use of the website will be uninterrupted, timely or error-free. We will do our best to correct defects where possible, but we will not be liable to you for any loss or damage caused by any defects, viruses or bugs from the website.
2.6 Our website may contain links to other websites or applications, which are not operated by Stone & Mason. We will not accept any responsibility or liability in respect of, the material on any website or application which is not under our control.
- OUR CONTRACT WITH YOU
3.1 Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
3.2 If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
3.3 We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
- OUR PRODUCTS
4.1 The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
4.2 The packaging of the product may vary from that shown in images on our website.
4.3 If we are personalising a product to meet your specifications, you are responsible for ensuring that the information you give us is correct.
4.4 We will do our best to remove any products which have sold out from our website at the earliest opportunity. As there is a delay between the time when your order is placed, and the time when the order is accepted, the stock position relating to a particular product may change. If a product you have ordered becomes out of stock before we accept your order, then Stone & Mason shall not be liable to you for being unable to provide that product. If such a situation arises, then we shall notify you as soon as possible and you will not be charged for the out of stock product.
From time to time we may have to suspend the availability of a product to:
(a) deal with technical problems or make minor technical changes in respect of our website or infrastructure;
(b) update the product to reflect changes in relevant laws and regulatory requirements; or
(c) make changes to the product as requested by you or notified by us to you.
- YOUR RIGHTS TO MAKE CHANGES
If you wish to make a change to the product you have ordered, please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may be entitled to return the product (see Clause 7).
6.1 The costs of delivery will be as displayed to you prior to your completion of any product order. For international orders, additional charges will apply and local import duties may also be payable by you.
6.2 During the order process we will let you know by email when your order is likely to be delivered along with a tracking number. Please note that there may be delays in deliveries during busy times. Products that are in stock will generally be sent within 24 hours of your order being accepted. Our standard delivery service generally takes three to five working days (excluding Saturdays and Bank Holidays) for orders to mainland UK.
6.3 We will make every effort to deliver your order within the estimated timescales, however, delays are occasionally inevitable. We will contact you as soon as possible to let you know if there is an unforeseen delay and we will do our best to minimise the delay. We will not be liable for any delay or failure to deliver your order within the estimated timescales as a result of such delays.
6.4 The product will be your responsibility from the time we deliver the product to the address you gave us. We will not be liable for the incorrect delivery of your order as a result of you supplying us with incomplete or inaccurate information.
6.5 For international deliveries, you will be the importer of record. It is your responsibility to check that the products you are planning to import comply with state and federal government import regulations, and all local requirements or restrictions which may affect delivery.
6.6 Any products that are damaged in transit or any incomplete or incorrect orders need to be reported by email to firstname.lastname@example.org within 3 days of receipt so please take care to check your delivery on arrival.
- CANCELLATION AND RETURNS
7.1 You have the right to cancel your order any time from placing the order until 14 days after delivery of the product.
7.2 If you cancel an order you must return any products to us that you have received. Products must be returned within 14 days of telling us you wish to cancel your order. We will provide you a refund within 14 days of receipt of the products. If you do not need to return products to us after cancelling your order, we will provide you a refund within 14 days of receipt of your cancellation email.
7.3 You have the right to return your product until 14 days after delivery of the product. We will provide you a refund within 14 days of receipt of the returned product.
7.4 Products from a cancelled order or products being returned must be delivered to us in a saleable condition in their original packaging with any tags or seals still attached and intact when then are returned to us. Any original documentation should also be included. The products must not have been worn, used, altered, washed or damaged. We reserve the right to consider the condition of any product that is returned. Any returned products that do not meet these criteria will not be accepted and will be returned to you.
7.5 Unfortunately, we cannot accept cancellations or returns for:
(a) any products which are bespoke or personalised to your specification;
(b) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; or
(c) any products which become mixed inseparably with other items after their delivery.
- RETURNS PROCESS
8.1 For customers in the UK, to return a product to us, please use the DHL airway bill slip in your parcel for complimentary returns. Please affix one of the two slips provided to the outside of your parcel, and give the other to your DHL driver. Please call DHL on 0844 2480 844 to arrange collection.
8.2 For customers within the EU or rest of the world, you will need to pay the delivery cost of returning your product. To return a product to us, please affix the returns address label provided to the outside of your parcel. You should obtain a proof of postage receipt so that the parcel can be tracked. We will not be held liable for any returned items that fail to arrive.
8.3 We will refund you the price you paid for the products including delivery costs, by the method you used for payment. Your refund will be made within 14 days from the day on which we receive the product back from you.
- FAULTY PRODUCTS
9.1 If you receive a faulty product from us, you should notify us as soon as possible (and in any event within 30 days from receipt of the product) at email@example.com providing as much information as possible about the fault.
9.2 The faulty product must be returned to us as soon as possible after notifying us of the fault, and will be reviewed by our in house quality control team. We will pay the cost of returning a faulty product. We will notify you within 3-5 working days of receipt of the faulty product with an update.
9.3 If we agree that the product is faulty, the product is still in a saleable condition as required by clause 7.4 and there is a replacement in stock and available, we will contact you for you to decide whether you would like to replace the product or receive a refund. If we agree that the product is faulty, the product is still in a saleable condition as required by clause 7.4 but there is no replacement in stock, we will contact you for you to decide whether you would like to exchange the product for something of the equivalent value or receive a refund. If we do not agree that the product is faulty, we will contact you to determine whether you are able to return the product under the 14 day returns period, or whether we should deliver the product back to you.
9.4 A product will not be considered to be faulty if any of the following apply: fair wear and tear, misuse of the product, any variation in the colour of the product from that displayed on the website, or if you simply change your mind about the product.
- PRICE AND PAYMENT
10.1 The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. These prices are shown in GBP and include UK VAT but exclude delivery costs. We take all reasonable care to ensure that the price of the product advised to you is correct. Please be aware that the price of the product may change at checkout if it is subject to any taxes, duties, fees, levies or delivery charges applied in the country you have selected for delivery.
10.2 If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
10.3 It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.
10.4 We accept payment with Maestro, MasterCard, Visa, Visa Debit, American Express, Solo, Electron and Paypal. You must pay for the products before we dispatch them. We will not charge your credit or debit card until we dispatch the products to you.
10.5 If you think an invoice is wrong please contact us promptly at firstname.lastname@example.org to let us know.
- 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. 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 This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products including the right to receive products which are: as described and match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care and, where installed by us, correctly installed; and for defective products under the Consumer Protection Act 1987
- HOW WE MAY USE YOUR PERSONAL INFORMATION
- OTHER IMPORTANT TERMS
13.1 We may transfer our rights and obligations under these terms to another organisation.
13.2 This contract is between you and us. No other person shall have any rights to enforce any of its terms.
13.3 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.
13.4 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. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
13.5 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.