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ContactTERMS AND CONDITIONS
By visiting wivetonhall.co.uk ( our “Site”) you are accepting and consenting to all of our standard terms and conditions herein. We reserve the right to change these terms and conditions as we deem necessary and will post any changes on this page. Your continued use of our website after such notification indicates your acceptance of any and all changes.
GENERAL
These terms and conditions set out the basis on which you can use our Site and place orders for items from Wiveton Hall. By ordering goods from wivetonhall.co.uk ( our “Site”) you are deemed to have understood and accepted these terms.
We reserve the right to remove or withdraw any items from this Site at any time and/or remove or edit any materials or content.
STANDARD STOCK ITEMS
Order acceptance and the completion of the contract between you and Wiveton Hall will take place on the dispatch of the products ordered by you, unless we have notified you that we do not accept your order. Non-acceptance of an order may be as a result of one of the following:
- The product you ordered being unavailable from stock
- Our inability to obtain authorisation for your payment
- The identification of a pricing or product description error
- Not meeting the eligibility to order criteria set out in the Terms & Conditions
If there are any problems with your order, we will attempt to contact you within 48 hours (excluding weekends and bank holidays) provided you have supplied a valid telephone contact number or email address.
We reserve the right to reject any offer to purchase by you at any time. We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure but, in the absence of negligence on our part, we cannot be held liable for any loss you may suffer if a third party gains unauthorised access to any data you provide when accessing or ordering from our Site.
CONTRACT CANCELLATION – Distance Selling Regulations
Under the Consumer Protection Regulations 2013 you have the right to cancel your order within a period of 14 days. The period of 14 days begins on the day after the day you receive your goods. Please be aware that your right to cancel does not apply to certain goods that we sell, for example, items made to your order, bespoke or personalised items (See Made to Order, Special Orders, Bespoke or Personalise items section below). You must inform us of your wish to cancel in writing either by letter or email within a period of 14 days beginning on the day after the day you receive your goods giving full details of your order. Notification by telephone is not sufficient. You may inspect and assess the goods, but not use them, and must take reasonable care to ensure the goods are not damaged in the meantime or whilst in transit back to us. You should return goods to us in their original packaging, wherever possible, as soon as possible after informing us of your wish to cancel. If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method that will provide you with proof of delivery to us. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage. We cannot accept substitute or alternative items by way of returns nor are we able to send them back to you. So please look closely at the items you return to us. If you return or attempt to return substitute or alternative items you will still be responsible for paying for the original item purchased. We reserve the right to refuse a refund on the item, or deduct up to 100% of the original selling price from the refund amount if we find that the product has not been returned to us in it’s original and fully resaleable condition. Once received, all undamaged and correctly returned products will be refunded to you, if requested, less the same amount paid for the original shipping method.
PRODUCT DESCRIPTIONS
Each product on our Site is described as clearly as possible and we take all reasonable care to ensure that all details, descriptions and prices of products appearing on our Site are correct at the time when the relevant information was entered onto the system. Although we aim to keep our Site as up to date as possible, the information, including Product Descriptions, appearing on the Site at a particular time may not always reflect the position at the exact moment you place an order. We take all reasonable care to ensure product pictures provide as accurate a representation of the product as possible – please note that screen resolutions differ from device to device and although we have made every attempt for colour accuracy, please contact us if you have any questions. Colours may vary and display the product differently, according to your individual device, and we cannot be held liable for these differences. Although every effort is made to ensure that the goods purchased are 100% as described and free of damages and defects, due to the handmade nature of the majority of our products, there may be variations in the materials used or the finish due to availability of materials used which is absent in mass-produce goods, minor imperfections or variations are to be expected in certain pieces and will not be deemed as defects, or reason for return. Approximate measurements of products are quoted on our Site and your failure to take note of the size of a product will not be deemed as a reason for it’s return. For further explanation of this clause, please contact us regarding the specific item that you are interested in.
PRICES
The prices shown are inclusive of any VAT (Value Added Tax) at the current rate. Due to circumstances beyond our control, prices may have to be altered up or down, including any alterations to the rate of value added tax. The current price will be shown when you place your order. All prices shown are in GBP.
PAYMENT
You confirm that the payment method you use on our Site is yours. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery. On point of purchase we will take full payment in advance of delivery.
REFUSAL OF TRANSACTION
We reserve the right to withdraw any products from our Site at any time and/or remove or edit any materials or content our Site. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any product from our Site whether or not that product has been sold, removing or editing any materials or content on our Site, refusing to process a transaction or unwinding or suspending any transaction after processing has begun. To be eligible to purchase products on our Site and lawfully enter into and form contracts on our Site under English law you must:
- Be over 18 years of age
- Register on our Site by providing your real name, a valid phone number, valid email address, valid payment details and other requested information
- Possess a valid credit or debit card issued by a bank acceptable to us
By making an offer to purchase a product, you specifically authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time, including but not limited to, your debit or credit card number or credit reports, to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.
MADE TO ORDER, SPECIAL ORDERS, BESPOKE OR PERSONALISED ITEMS
Made to order and bespoke items are any orders where the product is made to the customer’s own specifications. Special Orders are orders where the product is not stocked and is specifically sourced for the customer’s individual order. Personalised orders are where the customer has requested that the item has personal details such as name, initials, date of birth, etc., applied to the item. Made to Order, Special Orders, Bespoke or Personalised Items are exempt from the Distance Selling Regulations and once confirmed cannot be cancelled, amended, exchanged or refunded under any circumstances. Likewise personalised items, once personalised, cannot be cancelled, amended, exchanged or refunded under any circumstances.
DEFECTIVE, FAULTY OR DAMAGED GOODS
In the unlikely event that your Made to Order, Bespoke or Personalised order arrives faulty or damaged please contact us on 01263 740515 or via email at [email protected] within 24 hours of receipt of goods inclusive of bank holidays and weekends. Although every effort is made to ensure that the goods purchased are 100% free of damages and defects, due to the handmade nature of our products, minor imperfections are to be expected and will not be deemed as defects, or reason for return. For more information or further explanation of this clause please contact us. We do not accept any claims for damage caused by the customer. Please be aware that you will be required to supply photographs to corroborate any claims of damage to the inner or outer packaging of the products and of any damage to the product itself. In the event of damage to made to order or bespoke items we will endeavour to repair or replace the items and require the full co-operation of the customer in order to assist. We want you to be delighted with your Made to Order or Bespoke item and will do whatever is reasonably possible to make this happen.
We reserve the right to repair or replace the item(s), within the originally specified lead time given for the original Made to Order or Bespoke item(s) that commences upon confirmed receipt of the faulty or damaged item(s) to our premises. Within this time period the contract is still valid and cannot be cancelled.
We reserve the right to request that any defective, faulty or damaged items are returned to us in their original packaging for repair or replacement if necessary and the cost of return will be met by Wiveton Hall in the first instance. The cost of such return will be deducted from any applicable refund due to the customer if the defect, fault or damage is found to be the result of the customer or the customer’s agent’s actions. This is including but not limited to physical damage (such as marks, stains or tears to the fabric) caused as to make the item no longer of the same physical appearance or functionality as when they were delivered.
PRIVACY
We will not pass your details onto third parties for marketing purposes. We reserve the right to retain all customer details (including a paper copy) until such time as we deem it suitable or necessary to destroy them. We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order secure but, in the absence of negligence on our part, we cannot be held liable for any loss you may suffer if a third party gains unauthorised access to any data you provide when accessing or ordering from the Site.
DELIVERY & DELIVERY CHARGES
The relevant delivery charge is indicated when placing your order. We do not guarantee any timescale for parcels arriving to your destination, wherever it may be, we can only give our best estimate.
Delivery times vary especially where items are made to order, and the time differs for each item. Please note that sometimes due to circumstances outside our control, we may exceed the stated delivery times. We would in such cases endeavour to keep you informed of the revised delivery times.
Wiveton Hall shall not be liable for any loss or damage whatsoever arising as a result of a delay or failure to deliver products by a particular date or arising as a result of any cause beyond our control, including any force majeure event or the Customer’s failure to provide adequate delivery instructions.
INTERNATIONAL SHIPPING
We do not normally ship overseas, but where the details and shipment cost of an overseas delivery have been agreed with us please be aware that you are responsible for any customs charges our import duties incurred as a result of your purchase. These are NOT included in the shipment cost. Please check with your country’s customs department to be aware of fees and charges applicable. If charges are levied in your country and your refuse to pay them, you are responsible for the original shipping costs to you, any duties, taxes and/or customs charges that are incurred on the package, and the cost of returning the package.The costs will be subtracted from your merchandise refund and your credit card will be charged accordingly. We make no representation that materials on our Site are appropriate for use in other locations and it is your responsibility to ensure that any items you order from our Site are appropriate and legal in your location. Those who choose to access this site from other locations do so on their own initiative and are responsible for compliance with local laws. Any price quoted in GBP is subject to the exchange rate prevailing at the time of purchase determined by your credit or debit card provider and may not be the exact cost your credit card company will charge. Please contact your card provider for details on any charges that they make when converting currencies.