We believe in doing the right thing and building long-term relationships with our customers. If you are not happy with the products we have supplied our first desire is to resolve matters to the satisfaction of all parties.
1. the website
Use of the Thatch and stone website implies acceptance of the Terms and Conditions as set out below. If you do not agree to the terms and conditions of the website then you may not use it. The Thatch and stone website is managed and operated by Thatch and stone Limited from our offices within England and accordingly, the laws of England & Wales govern claims relating to it, including the use of the web site and the materials contained within it. If you choose to access our website from outside England and Wales you do so on your own initiative and you hereby agree that in the event of a dispute between Thatch and stone and you, the laws of England and Wales will apply at all times.
Prices on the Thatch and stone website include VAT at the prevailing rate and include delivery charges unless otherwise stated. Every effort is made to ensure the complete accuracy of our website however some prices/details may change from time to time and it is possible that error may occur. We will use our best efforts to rectify any errors as swiftly as possible but we cannot be held responsible for any losses incurred as a result.
3. product information
We endeavour to display our products as accurately as possible within the website. However, from time to time, slight variations in colour and size may occur. We will also endeavour to ensure that the product information is kept as accurate as possible. But items are subject to availability and in the event that a product is not available, you will be informed as soon as possible following your order.
4. website content
As well as the product information contained within the Thatch and stone website, there is also other general information relating to the operation of the website and covering subjects that are intended to be of interest to our customers. Whilst we make every effort to ensure the accuracy of such information, neither the company nor its employees cannot be held liable for any inaccuracies or errors in the content contained in any part of the website.
Delivery of goods will be made by courier service and is free for most UK purchases. However, we will apply delivery charges for overseas deliveries and for certain remote parts of the UK (Highlands and Islands) and Northern Ireland. We recommend that customers requiring delivery overseas call us to discuss their order and delivery charges before placing an order. For remote areas of the UK, the appropriate delivery charge will be calculated according to postcode and added to the total basket cost. Typically for normal 2-3 day service, that will be around £xx for Highlands and Islands. destinations. We will endeavour to ensure that our courier service provider delivers goods according to schedule but we cannot be held liable for any inconvenience or cost resulting from the late delivery of goods.
As indicated on the website, payment for Thatch and stone Limited’s goods is through certain credit and debit cards and other payment providers. Payments through the website are processed securely using advanced and up-to-date security-protected software. Your payment information is encrypted to ensure that it is fully protected and processed securely. Your payment details are not held by Thatch and stone limited – they are held in an encrypted state by Shopify payments, a highly secure and widely recognised global payment provider.
7. product returns
We hope you will be very happy with your Thatch and stone purchases. However, if you decide to return anything bought from us, please notify us within 5 days of your intention to return goods. We’ll be happy to refund or exchange a product provided it is returned unused, in its original packaging and in fully re-saleable condition. Returns should be made within 28 days from receipt of goods. If the product returned is not in fully re-saleable condition, we reserve the right to refuse a refund on the item. Pack the parcel carefully and wrap everything separately. Make sure small parts i.e. screws, bolts and fittings are wrapped separately in the manner they were received to avoid damage. As the customer you are responsible for returning the goods to us safely along with ‘paying’ the cost of postage. Please make sure your parcel is suitably insured etc as the goods are your responsibility until we receive them.
8. faulty goods
In the event that goods bought from Thatch and stone are faulty, we will be happy to replace the goods at no charge to the customer or alternatively, to refund the cost of purchase. It should be noted that our liability is limited to the purchase cost of faulty goods and we will accept no responsibility for any costs that may be associated with their supply. Faulty goods should be notified to Thatch and stone within 3 days and returned to the Thatch and stone warehouse within 14 days. In most cases, the courier cost to return goods will be covered by Thatch and stone. For goods being sent overseas by the customer (i.e not by us) any faults must be reported to us before being shipped.
9. prize draws, competitions and promotions
Thatch and stone competitions and prize draws are open to residents of the United Kingdom, Channel Islands and Isle of Man aged 18 years or over, except employees of Thatch and stone or related companies, their agents and their families.
Conditions of participation will be made clear at the point of entry. In general, Thatch and stone would require one, some or all of the following from participants: provision of a valid email address within a certain time-frame, which will be added to the Thatch and stone customer email database which can be unsubscribed from at any time; purchase of a product within a certain time-frame; provision of a viewpoint or opinion as part of a survey. There may be other requirements, which will be made clear upon entry.
Unless otherwise stipulated, entry is restricted to one per person.
All entrants into Thatch and stone competitions and prize draws will be deemed to have accepted these terms and conditions.
The closing date for entries will be stipulated at the point of entry.
By entering our competitions or prize draws, the winner agrees to their name being shared on our website and social media channels.
Thatch and stone prize draws will be conducted fairly and witnessed by an independent third party. If a winner cannot be contacted within 28 days of the closing date, Thatch and stone reserves the right to award the prize to a runner-up.
In the cases of competitions, Thatch and stone’s decision is final and no correspondence will be entered into.
Thatch and stone will run promotions from time to time. Items bought as part of a promotion will not be eligible for free returns.
10. company details
Our address and all communications can be addressed to us at Thatch & Stone Homewares Ltd, Unit 1, Kinghayes Farm, Northgate, Walsall, WS9 9BU.
Registered in England No. 1171934