Conditions of use

Welcome to the Thomas & Vines website conditions for use. These conditions apply to the use of this Website and by accessing this Website and/or placing an order you agree to be bound by the conditions set out below. If you do not agree to be bound by these conditions you may not use or access this Website.

Before you place an order, if you have any questions relating to these conditions please contact us by e-mail, or call us on 01923 775111 .

Access

You are provided with access to this website in accordance with these conditions and any orders placed by you must be placed strictly in accordance with these conditions.

Indemnity

You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing the Website using your Personal Information.

Purchase of products

Description of products

Each Product purchased is sold subject to its Product Description.

We will take all reasonable care to ensure that all details, descriptions, images and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the website as up to date as possible, the information and imagery including Product Descriptions appearing on this Website at a particular time may not always truly reflect the position exactly at the moment you place an order. Whilst we take every effort to ensure images and descriptions are correct we cannot guarantee these exactly reflect the true nature of the product, particularly the reflection of true colours, shades and textures on a computer screen.

All measurements are given in centimetres and are taken from the maximum points of measurement unless otherwise stated.

Orders

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 procures unauthorised access to any data you provide when accessing or ordering from the Website.

The technical steps required to create the contract between you and us are as follows:

You place the order for your products on the web-site by pressing the confirm order button at the end of the check-out process. You will be guided through the process of placing an order by a series of simple instructions on the web-site.

We will send to you an order acknowledgement email detailing the products you have ordered and whether they are held in stock or are required to be ordered and likely dispatch date.

As your product is shipped from our warehouse we will send you a dispatch confirmation email.

Order acceptance and the completion of the contract between you and us will take place on the dispatch to you of the Products ordered unless we have notified you that we do not accept your order or you have cancelled it in accordance with our conditions set out below.

Non acceptance of an order may take place in the following circumstances :

* 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.
* You not meeting the eligibility to order criteria set out in the main Conditions of Use.

The contract will be concluded in English.

Refusal of transaction

We reserve the right to withdraw any Products from this Website at any time and/or remove or edit any materials or content on this Website. 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 this Website whether or not that Product has been sold; removing or editing any materials or content on the Website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

To be eligible to purchase Products on this Website and lawfully enter into and form contracts on this Website under English law you must:

* Provide your real name, phone number, postal/delivery address, e-mail address, payment details and other requested information
* Be over 18 years of age * Possess a valid credit or debit card issued by a bank acceptable to us

By making an offer to buy 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.

Payment

All prices are stated in £ sterling and are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system. The total cost of your order is the price of the Products ordered plus delivery charges (where applicable). Orders shipped outside the European Union are exclusive of VAT and it is the responsibility of the customer to deal with any taxation issues.

Payment can be made by any of the methods specified in the payment section of this Website and payment will be debited and cleared from your account at the time of the placing of your order. This is because, by law, we don't hold credit card details and can not take part payments.

You confirm that the credit, debit or store card that is being used 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.

All card payments incur a 2.5% fee included in the cost of your purchase. The total amount you pay is the same regardless of the payment method.

All items remain the property of Thomas & Vines Limited until paid for in full.

Privacy policy

We will treat all your Personal Information as confidential. We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation from time to time in place.

When you shop on this Website, we will ask you to input and will collect Personal Information from you such as your name, e-mail address, billing address, delivery address, telephone number, product selections, credit card or other payment information. We may also collect information about where you are on the internet (eg the URL you came from, IP address, domain types like .co.uk and .com), your browser type, the country and telephone area code where your computer is located, the pages of our website that were viewed during your visit, the advertisements you clicked on, and any search terms that you entered on our website ("User Information").

You should be aware that this site is being monitored and may capture information about your visit that will help us improve the quality of our service.

We confirm that any Personal Information which you provide to us (or which is available on public registers) and any User Information from which we can identify you, is held only for the following purposes:

* Processing your orders;
* For statistical purposes to improve this Website and its services to you;
* To serve website content and advertisements to you;
* To administer this website;
* If you consent, to notify you of products or special offers that may be of interest to you.

You agree that you do not object to us contacting you for any of the above purposes whether by telephone, e-mail or in writing and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under the Privacy and Electronic Communications (EC Directive) Regulations 2003.

When you create a shopping account while ordering online you will be given the option to receive information from Thomas & Vines by post, e-mail or telephone, about products, promotions or special offers which we feel may be of interest to you. In the event that you do not wish to be contacted for such purposes please e-mail or contact us on 01923 775111.

You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or User Information we are entitled do so.

Shipping & returns

Our standard shipping charge is £6.00 per order (delivered on a next working day service for stock items) up to an order value of £80.00. Orders over £80.00 are delivered free to the U.K mainland, excluding certain furniture items which will be charged at cost based on location and size. We ship with Fastway Couriers (or Royal Mail Signed For for lighter items) and all in stock items are sent on a next working day service, if ordered before 2pm (excluding Royal Mail which we send first class). Where a first delivery has been attempted, and failed, a standard delivery charge of £6.00 will be payable for each subsequent delivery attempt for UK deliveries. This is why it is imperative that you are able to arrange to be available to receive the goods. If a notice has been left or instructed for items to be left with a neighbour or placed somewhere which is not secure this is entirely at the customers own risk and Thomas & Vines will not be responsible if the item not where instructed when delivery has taken place. If an attempted delivery is made, and failed, and the items are returned to us the full cost of delivery will be re-charged to cover our dispatch and return costs.

We can ship outside the UK and this is charged at cost based on size of the items required and location. These will be confirmed before the order is processed and you have the right to cancel the order if postage is too expensive.

Stock items are normally dispatched the same day and will be delivered within 1-3 working days by Fastway Couriers. Non mainland/oversees customers will be advised by e-mail of the likely delivery date.

For out of stock or bespoke items we will advise you by e-mail on the progress of your order and the likely delivery date.

All deliveries must be signed for and any damages notified to us within 24 hours of receipt of delivery. Any items not received must be advised within 14 days of the dispatch confirmation e-mail in order that this can be investigated. We will not be responsible for any non delivered items after this time or failure to advise us accordingly. Someone must be available to sign for the goods during normal working hours and this person should be known to you. We will not be responsible where the person signing for the goods is not the person who has placed the order/paid for the goods or the incorrect address details have been supplied.

Delivery will take place during normal business hours Monday to Friday and whilst we advise delivery details this maybe subject to change due to circumstances affecting our nominated courier service. Weekend deliveries can be arranged but these will be charged at the couriers cost over and above the standard delivery charge.

Delivery is made to ground floor level only. Customers must make their own arrangements for delivery to floor levels beyond or below ground floor level.

Delivery to a work address can also be arranged but this must be specified at the time of order and be signed for by the purchaser.

Returns/Refunds

Unwanted Items

We guarantee your satisfaction and all products come with a 7 day cooling off period. This excludes furniture and lighting items which are special order ie: ordered for a particular customer and are not held in stock (stated as being available in x number of weeks on the product's page) and sale items.

If you wish to exercise this option you should contact us by e-mail in the first instance. Returns should be made in the original, undamaged packaging. We recommend returning the goods by registered/insured post. We will not be liable for any loss or damage incurred whilst returns are held by third parties. Refunds will be made once the items are received by us and a confirmation e-mail will be sent advising the refund amount.

All returns must be unused or undamaged in any way and we reserve the right to withhold a percentage of the refund value of returned goods if the product or packaging is in such a condition that the item needs to be reduced in price for resale.

If we have arranged collection the cost of this will be deducted from the refund amount.

We will only refund the card from which the original payment was made.

Refunds can not be given on unwanted bespoke items ie : upholstery and special order items. It is up to the customer to ensure that they are satisfied with the product specification before ordering and to ensure access is uninhibited.

Damaged Items

Damaged or missing items (ie not enclosed within the delivery) must be notified to us within 24 hours of receipt by e-mail. This excludes light bulbs and lamps which are excluded/not covered due to potential damage during transit. All original packaging MUST BE KEPT for inspection and photographs may be required. We will respond and advise what course of action must be taken in these circumstances.