CONSUMER RIGHTS DIFFER FROM TRADE CUSTOMER RIGHTS
General Overview
These terms and conditions (referred to as “Terms”) govern any orders you place through our website for products (“Products”) and any resulting contracts (“Contracts”) that are formed between you and Collier & Catchpole Limited (located at 11 London Road, Stanway, Colchester, CO3 0NT, company number 1211403; henceforth referred to as “we,” “us,” or “our”). Please ensure you print a copy of these Terms for future reference. Additionally, our Conditions of Website Use, Accessibility Policy, and Cookies Policy govern your use of our website, and our Privacy Policy dictates how we handle your personal data. We strongly recommend you review these policies thoroughly.
Making a Purchase
Pricing
Our prices are displayed both with and without VAT where applicable. Prices are subject to change without notice, so please confirm the prices at the time of your order. Occasionally, we may list a product with an incorrect price. If the correct price is lower, we will charge you the lower price. If the correct price is higher, we reserve the right to contact you for further instructions or to reject your order and notify you accordingly, even after sending an order confirmation.
Delivery Costs
Delivery costs vary based on customer type.
– Orders over £150 (excluding VAT) qualify for free delivery.
– Orders under £150 incur a delivery charge of £12.50 (excluding VAT).
Our delivery fleet includes heavy goods vehicles (considering road access and weight limits) and smaller vehicles in some branches. Drivers will unload materials next to the lorry but are not authorized to move goods beyond that point. During checkout, you must specify any obstructions that could hinder delivery, such as access restrictions or overhead cables. We may contact you to discuss delivery alternatives if necessary. Any request for lorries to venture off public roads is at your own risk.
Delivery Time and Location
When:
Deliveries typically occur within 3-5 business days, although this may vary during busy periods. We aim to contact you beforehand to arrange a suitable delivery time. Deliveries are made Monday through Saturday, excluding Bank Holidays.
We strongly recommend that you do not book fitters or trades persons until your order has been delivered and checked by you. We cannot be held responsible for any third-party costs or charges which you incur due to non-delivery of an order, or orders that have not been checked on delivery.
Where:
We deliver to all CO postcodes (CO1-CO16) and selected CM postcodes (CM1-CM4, CM6-CM8, and CM77) as well as IP postcodes (IP1-IP17, IP29-IP32, and IP23).
Placing Your Order
You must accept these Terms in full to place an order. Orders are only accepted from individuals aged 18 or over. During the order process, you can review and correct any errors before final submission. Ensure you provide accurate contact information. Placing an order constitutes an offer to purchase Products from us. We will send you an email confirming receipt of your order, but this does not mean we have accepted it.
Payment
You can pay for Products through our website using Bank Transfer or debit/credit card (Visa, Mastercard, Maestro, Delta, Visa Electron). Payment is taken at the time of order placement. If we reject your order or cannot supply the Products, we will refund you in full using your chosen payment method.
Order Acceptance and Contract Formation
Your order is accepted upon dispatch of your Products unless we notify you otherwise. The contract is formed at dispatch. Each dispatch constitutes a separate contract. You can cancel your order for a Product at any time before dispatch at no cost, except for bespoke or personalized items. We reserve the right to reject any order prior to acceptance, particularly if Products are out of stock. If any items are unavailable, we will notify you and offer a refund for the unavailable items.
Delivery Details
Delivery Timescales
We strive to meet delivery timescales but are not liable for delays as long as we deliver within 30 days of payment, or a longer agreed period. If we cannot meet this timeframe, you may cancel your contract and receive a full refund. We advise against scheduling fitters until you have received and inspected your order.
Number of Deliveries
We aim to deliver your order in a single shipment. However, if your order includes Products with different delivery times, the longest lead time will apply to the entire order.
Receiving Deliveries
Deliveries must be signed for by someone aged 18 or over. If no one is available, we will arrange a redelivery, potentially incurring additional charges. If redelivery fails again, we may cancel your order and refund your payment, minus delivery and handling charges.
Faulty or Damaged Products
Your Rights
If you encounter any issues with your Products, please contact us immediately at [email protected] or 01206 715500, providing your order number and details of the issue. Refunds, if offered, will be processed via the original payment method.
Consumer Cancellation Right
Statutory Right to Cancel
If you are a consumer, you have the right to cancel any online or phone orders (excluding bespoke or made-to-measure items) for a full refund, including standard delivery charges. This statutory right is in addition to any rights under these Terms and our Group Sale Terms.
Exercising Your Cancellation Right
To cancel, contact us before the Products are dispatched or within 14 days of delivery. If delivered in multiple shipments, the 14-day period starts after the final delivery. If cancellation is outside this period, the statutory right does not apply. You must return the Products at your own cost within 14 days of cancellation.
Returning Delivered Products
To arrange for us to collect the Products, email [email protected] or call 01206 715500 with your order details. Collection charges start at 15% of the order value, varying based on location and Product type.
Refunds for Cancelled Orders
Refunds will be processed within 14 days of receiving the returned Products, using the original payment method. We may reduce your refund for any damage caused by improper handling.
Non-returnable Products
No returns or refunds are allowed for:
– Personalized, cut, made-to-measure, or mixed Products.
– Perishable items.
– Items unsuitable for return due to hygiene reasons if opened.
– Products mixed inseparably with other items post-delivery.
Other Cancellations/Returns
Cancellations and returns outside statutory rights are discretionary. Contact us at 01206 715500 or [email protected] for inquiries. Returned Products must be in original condition and collected within 30 days. Restocking and collection fees may apply.
Click & Collect
You can place Click & Collect orders any time. We will confirm stock availability and discuss your preferred collection time. Orders not collected within 5 working days may be cancelled and refunded. For collection, bring your order number and ID. If a third party collects, they must have a copy of the order confirmation and ID. Goods will not be released to non-approved couriers or collection companies.
Carrier Bag Charges
A 5p charge applies for single-use carrier bags, per government legislation. More details are available at gov.uk/carrierbags.
Additional Terms
If any part of these Terms is found invalid or unenforceable, it will be treated as severed, leaving the rest in effect. We may update these Terms without notice; changes take effect immediately upon posting on our website. These Terms and Contracts are governed by English law and subject to English courts.
For any issues or dissatisfaction, please contact [email protected] or call 01206 715500. We aim to resolve issues promptly.