Terms & Conditions
Please ensure you have read these terms and conditions of business which apply to all orders made with us. If you have any questions about them, please speak to us. Your statutory rights are not affected by our terms and conditions.
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully.
Buying Goods from us
This part explains the terms which apply to orders placed by you on our web site or by phone.
You make an offer to purchase from us by completing the order process on the web site or by phone. Your offer to purchase does not form a binding contract until it is accepted by us. All prices displayed on our web site include VAT.
On receipt of your order, we will send you an order acknowledgement email to the email address which you provide in the order process. This order acknowledgement email will contain your order number and details of the goods ordered. This email is only to acknowledge that your order has been received by us and is being processed. It is not acceptance by us of any offers to purchase goods.
Order acceptance and the completion of the contract between you and us only takes place when we despatch your goods. Any acknowledgement of your order you get before this is not confirmation or acceptance of the order because we may need to cancel the order for a number of reasons including:
The product you ordered is unavailable from stock. This may occur if we find warehouse stock is damaged or has been mislabelled when we come to pick your order.
- We identify a pricing or product description error.
- If you do not meet any eligibility to order criteria (such as age limits) we show.
Our couriers deliver between 9am and 5pm and we are unable to specify exact delivery times.
UK & IRE dispatches are normally sent via Royal Mail 48hr/2nd Class Standard/Recorded. Waiting period is 15 days after the estimated delivery time for an item to be returned through Royal Mail.
Guaranteed next-day delivery is subject to stock availability and payment clearance.
Both our standard delivery service and guaranteed next-day service apply to most of the UK mainland. Remote parts of the UK and any delivery that involves a sea crossing may be subject to a surcharge of between £5 and £30. We will always advise you of this in advance of accepting your order.
If Royal Mail or our couriers return goods to us as undeliverable for reasons within your control (such as no one in to take delivery) additional delivery charges may apply to cover the cost of re-delivery. If undelivered orders are subsequently cancelled, any refund will have all delivery and return charges deducted from the refund amount.
You must notify us in writing within 1 week from the date of order or despatch (whichever is the latest that we have advised you of) if goods do not arrive.
As per Royal Mail’s guidelines we reserve the right to wait 15 working days before we re-despatch an order or begin the refund process.
Cancellations and Returns
This part sets out the terms which govern your right to return any working goods that you do not want to keep. For returns of faulty items or items received in damaged condition please see the section “Faulty Goods” further down.
Distance Selling Regulation
If you are a Consumer (a natural person who is acting for the purposes other than those of his trade, business or profession) then you have certain rights under the Consumer Protection (Distance Selling) Regulations 2000.
Under these regulations you must notify us in writing (fax 01270 212048 or email [email protected]) that you wish to cancel your contract before the end of the statutory cancellation period of 7 working days from the day after you receive the goods. You must then return the goods to us at your expense or we will arrange collection at your expense. Please note if we have to arrange collection it is invariably more costly than if you return the goods to us.
We will refund to the payment card the price paid for the goods within 30 days.
If goods need to be returned to us because they are faulty or were received in a damaged condition please make sure you contact us to obtain a returns number to enable us to process your return as quickly and efficiently as possible. Returns received without the correct details may be subject to delays. Our returns procedure can be found here.
If the goods are faulty or damaged on receipt or a fault occurs within 28 days after you receive them we will replace the goods or refund your money as you wish.
Between 28 days of purchase and 12 months we will usually repair or replace the goods as appropriate.
If on inspection we determine that any fault occurred due to damage, misuse, neglect, repair or modification by the customer we are not obliged to cover postage charges or offer a refund/replacement.
Please ensure you use an appropriate shipping method. When you contact us for a returns number we will advise you of the shipping method to use. If you use this method, we will refund your postage charges when the goods are inspected by us and found to be faulty.
We usually process refunds within 7 working days from the day we begin the refund process. If you paid by credit card the amount may be refunded by crediting it to the card used for payment.
All product images used on our web site are only representative of goods on offer. Actual goods may not be the same colour, design or packaging. In the event that you are not happy with any goods received, you have the right to cancel your order, return the goods in good condition to us within 30 days and receive a full refund of the purchase price paid.
All Trademarks and Copyrights are recognised If you are the copyright owner and we have failed to credit you, or you are unhappy with our use of your copyright then please contact us and we will make amends immediately.
All pages on this site and their contents, including text, images, design code and HTML formatting are copyright Quesh Limited or are used with the permission of the relevant copyright holder. All rights are reserved. Any unauthorised copying or usage is prohibited.
Documents of Compliance
All compliance, safety and test documents relating to our products can be found here.