Trading Terms

Your statutory rights are not affected by these Trading Terms Guarantees We guarantee our products against manufacturing defects for a period of 12 months from the date of delivery. We will promptly collect and replace defective items without charge within this guarantee period. Please notify us by one of the contact methods described below. Returns (UK mainland deliveries) If for any reason you wish to return and be refunded for any of the items purchased, contact us within 8 working days of receiving the items by one of the contact methods described below. Our working days are Monday-Friday. Please do not use the items and re-pack in the original packaging. We will provide a return warehouse address to which you should send the item(s). Please ensure that the goods are insured in transit. We are able to collect using our own carriers from business addresses only. Return carriage costs (if applicable) will be deducted from any credit. Credit for cancelled items will be made by the original payment method within 14 days of receipt. Items manufactured, customised to customer requirements or not purchased from our website cannot be returned. Damaged Goods If goods arrive damaged please sign the delivery note "item damaged". Then notify us within 7 working days by one of the contact methods described below. We will send you a returns note to complete and arrange free collection. Replacements will be despatched as quickly as possible. Complaints Procedure Please contact us by email should you have reason to complain about our products or service. Complaints will be acknowledged within one working day by email and acted upon in an efficient, fair and effective manner within 3 working days. If you are not entirely happy with the way your complaint has been dealt with please re-notify us so that we may have further opportunity to resolve the issue to your satisfaction. Contact Methods To report any damaged or missing goods or requests to return Telephone 01438 718888 during normal office hours Mon-Fri Fax 08704 285985 email (opens your email program when clicked) Payment Methods On the checkout page you can choose to pay by all major credit/debit cards afterwhich a confirmation email will be sent to you. Alternatively, you can request to pay by cheque or bank transfer. Whatever option you select, a confirmation email will follow for your records. Pricing Policy All prices shown on this website are in Pounds Sterling and are inclusive of VAT @ 17.50%. A receipt showing a full breakdown of product prices, delivery charges and VAT is posted to you after delivery is made. Delivery Lead Times Orders are processed on arrival. We aim to deliver all products that can be purchased online within 5 working days. Lead times for special displays/trees are quoted separately. Delivery Methods Our carriers deliver Mon-Fri 9am-5pm. Deliveries are untimed but we can generally indicate the day of delivery. Please ensure that someone is available to receive and sign for the goods. If necessary, request a preferred day in the "additional info" box when placing your order. Order Chasing Our sales office can be contacted by telephone 01438 718888 during normal office hours Mon-Fri or email to enquire about orders placed. Privacy We are committed to protecting your privacy. We will only use the information that we collect about you lawfully in accordance with the Data Protection Act 1998. We collect information about you for 2 reasons: firstly, to process your order and secondly, to provide you with the best possible service. We will never see your credit/debit card details as this information is only forwarded through Secure Trading (weblink) to the banking authorities for approval. We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly. If you have any questions/comments about privacy, you should email us.