Terms of service

General

We reserve the right to amend our terms and conditions at any time without giving prior notice.

Prices

Please note that the prices on our website include VAT.   We review the prices on the website regularly but there can be a lag between the time our prices change and their appearance on the website. If this happens with your order, we’ll let you know via the contact details you have provided.  If you wish to cancel your order, you may do so. However, we are always happy to discuss alternative arrangements with you.

Payment

We accept payments on this website via Shopify Payments.

Order Confirmation

We will send you an email to acknowledge that we have received your order. We will send you a second email to confirm order acceptance or other status. Please note we reserve the right to cancel an order if:

  • We have insufficient stock to deliver the goods you have ordered
  • The delivery service provider does not deliver to your area
  • ne or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers
  • We have reason to suspect there is a risk of a fraudulent transaction

Back orders

Occasionally, the item you’ve ordered may be on back order from the supplier. If this is the case, you will be contacted by phone or email with the option to cancel your order if you would rather not wait.

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Vulnerable Consumers

We have a duty as a retailer to make sure that all of our customers are in a position to fully comprehend and to manage the products, physical or financial, purchased from us. 

If you have specific needs – whether that’s due to ill health making it difficult to access a service, or a recent emotional or financial shock that is impacting your finances - please let us know. We may be able to advise you on a plan of action to make sure that a purchase from us does not impact you and your finances negatively.

If any members of our staff judge that a purchase from us is likely to cause significant harm for you physically, financially or for your wellbeing, they may cancel/refuse/postpone your purchase as appropriate.    
 

Definition of vulnerable customers: 

  1. Customers of any age with disabilities or physical, sensory, cognitive, or mental health impairments, which may affect their understanding or management of a product or service.
  2. Customers experiencing financial hardship or debt-related difficulties.
  3. Customers with limited English proficiency or communication barriers.
  4. Individuals identified as vulnerable by a recognized authority or social service agency.

Identification and training:

  1. All employees will undergo regular training to recognize signs of vulnerability and understand the appropriate actions to take.
  2. Frontline staff will be trained to proactively identify vulnerable customers through attentive observation and active listening.
  3. Managers and supervisors will receive additional training to handle complex cases and provide necessary support.

Communication and accessibility:

  1. Provide clear and accessible communication channels, including easy-to-understand language and alternative formats (such as large print).
  2. Ensure physical facilities are accessible to customers with mobility impairments.

 

Support and assistance:

  1. Designate a specific team or individual responsible for handling vulnerable customer inquiries and providing personalized support.
  2. Offer flexible appointment scheduling and extended time for vulnerable customers to discuss their needs or make decisions.
  3. Provide assistance with form filling, document submission, or navigating online platforms if required.
  4. Establish referral partnerships with external organizations or agencies to connect vulnerable customers with additional support services.

 

Data protection and confidentiality:

  1. Ensure that all personal information shared by vulnerable customers is handled in accordance with data protection regulations and treated with strict confidentiality.
  2. Obtain explicit consent from customers before sharing their information with external agencies or organizations, unless legally required or in the customer's best interest.

 

Complaints and feedback:

  1. Provide clear information to vulnerable customers on how to make complaints or provide feedback, including multiple channels (such as phone, email, or in-person).
  2. Designate a dedicated contact person to handle complaints related to vulnerable customers promptly and sensitively.
  3. Regularly review and analyse complaints to identify areas for improvement in the vulnerable customer support process.

 

Staff training and awareness:

  1. Conduct regular training sessions to raise awareness among employees about vulnerability issues, empathy, and understanding.
  2. Provide ongoing support and resources to employees to ensure they can effectively implement the vulnerable customer policy.
  3. Foster a culture of respect, inclusivity, and non-discrimination throughout the organization.