The Sale of Goods (Returns Policy)
5.0 WHAT THE LAW REQUIRES
Under the Consumer Rights Act 2015* there are a strict set of rules that retailers and sellers must abide by. When you buy goods it means you have entered into a contract with the seller of these goods. The Consumer Contracts Regulations* are the rules that protect your consumer rights when buying any product from a distance, (i.e. online). If you do have any concerns, please contact us. Refer to our Full Terms and Conditions: ‘1.1 OUR CUSTOMER PROMISE’ at the top of that page.
* The links ‘Consumer Rights Act 2015′ and ‘Consumer Contracts Regulations’ will direct you to the ‘ Which? Consumer Rights website’.
5.1 REQUESTING FREE SAMPLES
We are not obliged to provide free samples. However, we may on occasions and at our discretion respond to a customer’s written request and provide an individual sample. We will reserve the right to charge at a calculated unit price including cost of packaging and actual shipping costs incurred. This shall be limited to one sample per person or one sample per company (in circumstances where multiple company employees apply), we will take into account associated postal addresses.
5.2 YOUR PAYMENT INFORMATION
Once you have compiled an order at the ‘Checkout’, you will proceed via PayPal for payment . You will then be transferred to a secure payment provider (PayPal Secure Payment), acting as data processor for such data. All personal data provided by you is processed by the payment provider in order to process your payment instruction. Your personal data will not be provided to a third party organisation other than the specified Financial Institutions for the specific chosen payment method.
5.3 PLACING AN ORDER
Step 1. At ‘Checkout’ select ‘PayPal’ payment option and then ‘Proceed to PayPal’.
Step 2. If you have a PayPal account please LOGIN. (Go to Step 4).
Step 3. If not, enter your payment information (This is protected by PayPal).
Step 4. Review your order and then complete your purchase on PayPal.
Step 5. You will then be returned to our website after your order completion.
5.4 YOUR PAYMENT SECURITY
When making your payment for goods, you will be re-directed to PayPal’s highly secure website which protects all of your sensitive financial details. Employees of MEWPSAFETY UK never see your payment details, only your email address, date of sign up and whether you have completed PayPal’s verification process. For further information we recommend the buyer to carefully read PayPal’s own Terms and Conditions* in regards to payment security prior to completing purchase.
* The link ‘Terms and Conditions’ will direct you to PayPal’s Home Page concerning ‘Legal Agreements for PayPal Services in the UK’.
5.5 UK POSTAL COSTS FOR 2016
MEWPSAFETY UK can only provide and deliver goods to on-line customers within the home boundaries of the United Kingdom. We are not currently able to provide for overseas purchase or shipping and apologise for any inconvenience this may cause. Listed delivery prices are for standard Royal Mail / Parcelforce* 2016 services only, other special delivery requirements are not included. If you require alternative or special delivery, please notify us prior to placing your order.
When a product is promoted as Free shipping, MEWPSAFETY UK will nominate the carrier. Any delivery times shown with the product (i.e. 24 hrs / 48 hrs etc.) are to be taken as a guide only. For some parts of the Scottish Highlands and ‘Offshore Isles’ including Northern Island, extended shipping times and a delivery surcharge (different to those applicable for UK Mainland) may apply. Please Contact Us for further details to discuss alternative arrangements before placing an order.
* The link ‘Royal Mail / Parcelforce’ will direct you to a free download pdf.document for Royal Mail / Parcelforce 2016 standard postal prices.
5.6 UNIT WEIGHTS & DIMENSIONS
Products displayed within MEWPSAFETY UK website that are available for purchase and delivery, will have their unit weights and dimensions (where applicable), displayed under the ‘Product Description’. Further weights and dimensions are shown under the product ‘Additional Information’ tab, which are used to help calculate postage and packaging at checkout. All weights and dimensions should only be used as an approximate guide and not be relied upon as absolute.
5.7 ORDER PROCESS & DISPATCH
We aim to make your order processing as smooth and efficient as possible. Once checkout is complete an email will be sent to the buyer confirming the order has been placed. We will then process your order normally within 24 hours and dispatch goods normally within 48 hours of confirmation being sent. Allow seven working days (not including weekends, bank holidays or seasonal holidays) from confirmation to receipt, notify us immediately if your delivery is prolonged.
5.8 NORMAL HOURS OF BUSINESS
OPEN: Monday – Friday 9:00 AM – 5:00 PM
CLOSED: Saturdays & Sundays (All Weekend)
CLOSED: Public Bank Holidays (United Kingdom)
CLOSED: All Seasonal Holidays (United Kingdom)
5.9 OUT OF STOCK & BACK ORDERS
Availability of stock items are posted on each product page. We will always aim to keep sufficient stock in-order to supply prospective orders. However, there may be increased demand for certain products at certain times of the year, due to higher levels of activity. Once stock is consumed, an auto-generated ‘Out of Stock’ sign should appear against an item disabling the ‘Add to Cart’ function. Should you wish to make an enquiry and place an order for incoming stock, contact us .
5.10 SUBSTITUTED PRODUCTS
If you have already made a successful online purchase and we discover that the product you have purchased is no longer available (i.e. our system fails to flag the ‘Out of Stock’ sign or for any other unforeseeable reason beyond our control), we may offer you a substitute item. You will be made aware of any unavailable items and proposed substitutes prior to shipping. You have the right to reject all substitutes offered and we will refund the full amount that you have been charged.
5.11 FORCE MAJEURE / DISCLAIMER
We will not be liable for any ‘absolute’ reliance the buyer places on product availability or shipping dates. We aim to work with the buyer to meet their deadlines but we will not pay compensation for any loss in profits, administrative inconvenience, disappointment, indirect or consequential loss or damage due to failure or delay in supply or delivery or for any damage or defect to goods supplied or delivered, that is caused by any event or circumstance beyond our reasonable control.
5.12 CANCELLATION POLICY
The Consumer Contracts Regulations* state that your right to cancel your order starts the moment you place the order and does not end until fourteen calendar days from the day that you receive your goods. Cancellations, including faulty or incorrect goods, must be confirmed to us in writing by using our on-line Form or by Letter. You must return the cancelled goods at your own expense (unless goods are faulty or incorrect), whereby we will nominate the carrier and arrange collection.
* For further information the above link ‘Consumer Contracts Regulations’ will take you direct to the ‘ Which? Consumer Rights website’.
5.13 EXCLUSIONS TO REFUNDS
Some on-line selling contracts are excluded from the buyers rights to cancel. The Consumer Contracts Regulations make explicit reference to ‘Goods received sealed for health protection’. It is ‘our’ interpretation and strict safety policy that an item(s) of Personal Fall Protection Equipment (PFPE) can no longer be returned back to stock once the protective heat-sealed clear polythene bag has been opened as we can no longer guarantee traceability or know of any potential misuse.
As such the item of PFPE will be deemed non-refundable. The only exceptions are in accordance with your legal rights in so far as the item is found to be damaged or faulty once opened. PFPE is life saving equipment when used correctly by trained operatives and Maintained in perfect working order. We source all our PFPE direct from the Manufacturer and as such can prove an auditable chain of traceability, from where and when it was made, directly to end-user ownership.
It is extremely rare for any newly manufactured PFPE to reach an end-user in a faulty condition. PFPE Manufacturers have to conform to very specific British and European standards when designing and manufacturing equipment. It is a legal requirement that they include a Declaration of Conformity (DoC) as defined by the PPE Directive 89/686/EEC. Each item of equipment will have a batch number or a unique serial number and will be subjected to numerous quality control checks.
End-users (Employers) should establish an inspection regime for the inspection of PFPE including all new equipment first placed (commissioned) into service. If during this initial inspection a fault with any new item of PFPE is identified and reported back to us by the client as the reason for returning (i.e. requesting a refund) we will need to investigate because any ‘fault’ is a very serious matter and the item(s) will be returned to the Manufacturer for thorough investigation and analysis.
5.14 CARE TOWARDS GOODS
The buyer has a statutory duty to uphold when in possession of any goods to be returned. The buyer must ensure that every reasonable care is provided towards the purchased goods in their keeping. The goods, including their original packaging, shall remain unused and in the same condition as originally supplied. If any goods under the buyers care are damaged due to neglect or abuse and are no longer in a resalable condition, we shall seek reimbursement from the buyer.
5.15 RETURN DELIVERY COSTS
The buyer must return all cancelled goods at their own expense, unless the goods are faulty or incorrect goods have been supplied, whereby we’ll nominate the carrier and arrange reasonable collection. The buyer should obtain sufficient insurance and proof of posting to protect themselves against any accidental loss or damage arising from their return shipping. An order refund will only be issued once all goods are safely back in our keeping and only via the original payment method.
5.16 GOODS EXCHANGE POLICY
We aim for you to be completely satisfied with the quality and condition of our products when they arrive to you. However, in the unlikely event that any product is found to be faulty or even damaged during shipping, please notify us immediately. We will arrange to have the faulty or damaged goods collected and replaced at our expense (not including the buyer’s storage costs or claims for compensation, see Terms and Conditions (5.11 FORCE MAJEURE / DISCLAIMER).
5.17 LOSS OF GOODS & FRAUD
When goods have not arrived within the advised shipping times (see Terms and Conditions 5.7 ORDER PROCESS & DISPATCH), the buyer should notify us immediately and request order re-dispatch or cancellation. If the original ‘lost’ goods should then turn up they remain the property of MEWPSAFETY UK and the buyer must notify us to arrange for collection. Failure to inform us in an attempt to intentionally keep the received goods is fraud and we will pursue criminal prosecution.
ADDITIONAL TERMS & CONDITIONS