OUR TERMS & CONDITIONS
These are the terms and conditions on which we supply products.
Please read them carefully before you submit your order. 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. If you require any clarification, please do not hesitate to contact us.
INFORMATION ABOUT US AND HOW TO CONTACT US
We are canvas home Limited a company registered in England and Wales. Our company registration number is 9271888 and our registered office is at 73 Park Lane, Croydon, CR01JG. Our registered VAT number is GB203403468.
You can contact us by telephoning our customer service team at 020 7833 2000 Monday – Friday 10.00 – 18.00 or by writing to us at firstname.lastname@example.org or 57 Amwell Street, London, EC1R1UR.
If we need to contact you we will do so by telephone or by writing to you at the email address you provided to us in your order.
OUR CONTRACT WITH YOU
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.
If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, inability to obtain authorisation for payment, because we have identified an error in the price or description of the product, the item has been withdrawn or because we are unable to meet a delivery deadline you have specified.
We will assign an order number to your order and tell you what it is when we accept your order.
Due to the handmade nature of our products they may vary slightly from their pictures. The images of the products on our website and/or our promotional literature are for illustrative purposes only. Although we have made every effort to display the colors accurately, we cannot guarantee that they reflect the color of the products exactly. Although we have made every effort to be as accurate as possible, because our products are handmade and sourced from natural or recycled sources all sizes, weights, capacities, dimensions and measurements indicated on our website may have a slight variation, which adds to the products individual character and beauty.
The packaging of the product may vary from that shown on images on our website.
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 and whether there are any changes to the price or delivery timing.
SHIPPING THE PRODUCTS
The costs of delivery will be displayed to you on our website.
During the order process we will let you know when we will provide the products to you. Please note that we do not deliver to PO box numbers, hotels and accommodation addresses. A physical address must be provided for all orders.
We will aim to ship in-stock products within three business days. During promotional periods or the festive season it may take a little longer and in any event within 30 days after the day on which we accept your order. Business days do not include Saturday and Sunday or UK bank holidays.
If our supply of the products is delayed by an event outside our control we are not responsible for, including but not limited to weather related delays, work stoppages or delays, or other unexpected circumstances, 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 products you have paid for but not received.
Orders are usually shipped with dpd. You will receive an email from dpd which gives you access to their online tracking facility where you can track your expected delivery and change the proposed delivery to a more convenient time or day.
If no one is available at your address to take delivery and the products cannot be posted through your letterbox, dpd will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
If you do not collect the products or rearrange a delivery, after a failed delivery to you, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.
The product will be your responsibility from the time we deliver the product to the address you gave us.
YOUR RIGHTS TO END THE CONTRACT
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:
If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back).
If you are ending a contract for a reason set out below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
- 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;
- there is a risk that supply of the products may be significantly delayed because of events outside our control;
- we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons;
- you have a legal right to end the contract because of something we have done wrong.
For most products bought online or over the telephone you have a legal right to change your mind within 14 days and receive a refund (Consumer Contracts Regulations 2013) however this may be subject to deductions and you will have to pay the costs of return of any goods.
You can end the contract before it is completed but you may have to pay us compensation. A contract for goods is completed when the product is paid for and delivered. If you want to end the contract in these circumstances, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund reasonable compensation for the net costs we will incur as a result of your ending the contract.
Exchange Policy: In addition, if you return the products bought online or over the telephone to us within 28 days of purchase in an unused and saleable condition we will exchange such goods provided you notify us in writing in advance.
HOW TO END THE CONTRACT WITH US
To end the contract with us please call our customer service team on 0207 833 2000 or email us at email@example.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.
We kindly request that you ensure that any returned products are well protected and packed for posting. We suggest you get a certificate of postage and allow up to 10 business days for your item to be processed.
We will pay the costs of return, if the products are faulty or mis-described; 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 you must pay the costs of return.
We will refund you by the method you used for payment.
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.
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 10 business days from the day on which we receive the product back from you.
OUR RIGHTS TO END THE CONTRACT
We may end the contract if you break it. We may end the contract at any time by writing to you if: you do not, within a reasonable time, allow us to deliver the products to your address or collect them from us.
You must compensate us if you break the contract. If we end the contract in the situations set out above we will refund any money you have paid in advance for products 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.
IF THERE IS A PROBLEM WITH THE PRODUCT
If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 020 7833 2000 or write to us at firstname.lastname@example.org or 57 Amwell Street, London, EC1R1UR.
We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights.
PRICE AND PAYMENT
The price of the product (which includes VAT) will be the price indicated on the order pages. We take all reasonable care to ensure that the price of the product advised to you is correct, however 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, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
We will pass on changes in the rate of VAT. 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.
Please see our website for current payment types accepted. Your transaction will be processed by Worldpay in a secure environment. Please note we are not responsible for a delay in dispatching your product if your card issuer delays your payment to us, for whatever reason.
OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
We are responsible to you for foreseeable loss and damage caused by us. 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.
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.
HOW WE MAY USE YOUR PERSONAL INFORMATION
We will use the personal information you provide to us: to supply the products to you; to process your payment for the products; and if you agreed to this during the order process, to inform you about similar products that we provide, but you may stop receiving these at any time by contacting us.
OTHER IMPORTANT TERMS
You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
If a court finds part of this contract illegal, the rest will continue in force. 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.
Even if we delay in enforcing this contract, we can still enforce it later. 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.
Which laws apply to this contract and where you may bring legal proceedings. 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.