Terms & Conditions
Who’s who?
All references to “we”, “us” and “our” in this document shall be deemed to references to Countertops Ltd. Any reference to “The Company” shall be referring to Countertops Ltd. Singular shall be taken to also mean plural and vice versa. The website www.cosmofry.com is the property of Countertops Ltd. The contents and copyright are held by The Company. Any reproduction of images and contents without the prior consent of the Company is forbidden. While we make every endeavour to ensure the content of the website is correct and accurate we do not warrant this fact.
Orders:
Orders of goods should be made in writing. If orders are taken over the phone we cannot be responsible for errors which may occur. Orders are subject to deposit or satisfactory credit as described elsewhere in the terms and conditions.
Payments:
Where no credit terms exists, orders require receipt of a deposit to confirm them. The deposit will be detailed on a pro forma and should be paid within 14 days of the order being placed. After this time we reserve the right to cancel the order without notice. Full payment must be received prior to the goods being despatched. We will tell you when the goods are ready and our delivery date will be dependent on cleared funds. Payment is always in Sterling and we accept bank transfer, credit or debit card or cheque payments. Cheque payments do take 10 working days to be presented to the bank and become irredeemable, we will not release goods until after this time where this method of payment is chosen. Where credit terms exist the terms of the agreement must be adhered to. Failure to adhere to the terms set out may lead to a suspension of the credit account without notice. We reserve the right to charge interest of late balances at 5% above the lending rate of The Natwest Bank PLC, varying from time to time. Where payment is being made from foreign banks or where the transaction incurs fees please ensure that the funds received in Sterling are sufficient to cover the cost of the goods, after exchange rate movement and bank charges. The title of the goods does not pass and they remain the property of the Company until all monies owing have been paid.
Prices:
The prices quoted are in sterling and are including VAT at the relevant rate unless otherwise stated. The Company reserves the right to change prices at any time and without prior notice. Where goods have been ordered and the price of the goods are increased between the point of order and the point of despatch the customer will have the right to cancel and receive a full refund. Invoices include value added tax at the appropriate rate. Where goods are being sent out of the EU, and we are not supplying the delivery service, we will require proof of export before any vat can be returned. In these cases the invoices will be raised including vat and we will require full payment of the invoice before we release the goods for shipment. Where goods are being sold to a vat registered client in an EU state, we require a valid VAT number before we can release goods without the payment of VAT. If we are not organising the export of the goods we will also require proof of export to exempt the sale from UK VAT.
Returns:
If you are unfortunate enough to receive product which is damaged or incorrect in any way we will do our very best to repair, replace or refund the product. In some circumstances a replacement or repair will not be appropriate and we reserve the right to collect the faulty goods and give a full refund without offering a replacement or repair. In order to assist us in providing an excellent service and to avoid ambiguous situations we ask that all damage, or short deliveries be reported within 48 hours of receiving delivery. After this time we cannot be held responsible for any product found to be damaged or missing. Where we are requested to deliver to a warehouse or other holding location it will be the buyers responsibility to ensure the goods are fully checked in line with our notice period above. We will not be liable for damage discovered more than 48 hours after we have delivered of the goods. Where it is agreed that product should be repaired we will work with the customer to effect a quick and efficient repair of the product. Due to the nature of the product and often specialist finishes, we cannot always give accurate timescales for the completion of a repair. We require skilled craftspeople to complete repairs to the appropriate standard. We will do our utmost to procure these services as quickly as possible but sometimes such services are not readily available. If we consider the time to repair unreasonable we reserve the right to collect the product and supply a full refund. Where goods are returned through no fault of our own we are happy to accept undamaged, boxed product for refund. We ask that clients return unwanted product within 10 working days of receiving it. We will not accept a return of product more than 10 working days following delivery. We do charge a fee on the return of undamaged boxed product to cover the cost of checking the product and entering back into stock. This fee is a set amount based on each product individually. We also require that the product is returned to our warehouse at Unit 5, Lymore Gdns, Oldfield Park, Bath BA2 1AQ. We will be able to process a credit and refund 2 working days following the receipt of the goods in the warehouse. Our contractual relationship is with the purchaser of the goods (our client). Any dealings in relation to the return, repair, replacement or refund of a product, or any customer relations, will be conducted with our customer. Where our client is an interior designer and the goods have been purchased to sell on to a third party we will have no contractual relationship with the third party. As such all after sales care will be conducted with our client and not any third parties with whom we have no contractual relationship.
Product description
We make every effort to ensure the product description is correct and accurate in all publications. However our products are often made of natural materials, none of which are identical. Often each piece is subtly different from the next in shade, colour and / or texture. This is particularly true of products that contain natural materials. The products photographed in our marketing are representative of the item but may not be an identical match to another piece due to the variations in materials as noted above. Customers concerned about the matching of products should contact our sales staff who will be able to talk in detail about the individual products they are interest in.
Weight Restrictions
We warn against excessive weight on the plate racks. We discourage weights in excess of 15kg on the 2’ and 3’ racks and 25 kg on the 4’ and 5’ racks. We cannot be held responsible if accidents occur resulting from overloading of the plate racks.
Custom items
When ordering a bespoke piece of furniture the client agree to pay a non-refundable deposit of 50% of the value of the item. Only once this has been received as cleared funds can we start to manufacture the item. Should an order be cancelled within 10 working days from the date the deposit is received no further amounts will be payable. Should an order be cancelled after 10 working days then the balance of the order will remain payable by the client. We cannot accept the return of custom items for reason other than damage or not matching the agreed description. When ordering a custom item we will provide an estimate of the time to delivery. We do not guarantee this estimate as many factors can affect the time it takes to manufacture and transport the furniture. We accept no responsibility for delays in the manufacture of a custom item. All Lead times stated on profroma’s for custom pieces start from receipt of final CAD drawing (or similar) & custom finish sample approval. This approval must be writing. It is the responsibility of the client to check the CAD drawings (or similar) provided by Countertops Ltd for approval. Countertops Ltd is not responsible for any discrepancies when the goods are delivered unless faulty.
Delivery and storage
We charge a nominal fee of £45 inc Vat for delivery in the UK for each plate rack purchased from the Company. Our chosen currier is Parcel Force although we reserve the right to appoint alternative curriers if considered preferable for whatever reason. Where goods are received packaged we strongly advise that the goods are unpacked and inspected within 48 hours so that we can respond to any issues arising. After this time we will not accept responsibility for damage or any issues with the goods delivered (please refer to the “returns” section above). We are happy for clients to organise their own delivery. Where clients do chose to organise delivery we credit in full the £45 nominal delivery charge. When goods are collected by clients or third party carriers we require that the goods are inspected at the point of collection. We accept no responsibility for loss or damage to the product once it have been collected from us. When a product is available for delivery we will inform the client and agree a delivery / collection time. Where goods are not required immediately we will be happy to store them for the client for a period of 90 days from the date they first became available for delivery. Where the goods are custom items this will be from the date we inform the client they are available for delivery. After this we reserve the right to charge storage at the rate of £25 plus vat per week per item. After 6 months we reserve the right to cancel the order and refund the item (less storage charges). Where the items are custom no refund will be given in line with our terms on cancellation of custom orders.
Excusable delays
Force Majeure: civil war, insurrection or riots, fires, floods, explosions, earthquakes or serious accidents, epidemics or the quarantine restrictions, all acts of government or any other civil or military authorities, regulations or orders affecting materials, facilities or equipment necessary for completion of the product, strikes, labor problems causing the shutdown, slowdown or interruption of work. Delays caused by late shipments due to weather, port congestion or overcrowding of vessels do occur. We do not accept liability for delays which are wholly outside our control.
Warrants and guarantees
We warrant that the goods materially match the descriptions given to the client and at the time of delivery will be free from material defect. We do not guarantee our products beyond this time.
Privacy Policy
The purpose of this Privacy Policy is to tell you what kind of information we may gather about you when you visit our site. Cosmo Fry t/a Countertops Ltd is committed to maintaining and respecting your privacy. The information we collect about you is solely to provide a more personalised and convenient experience interfacing with our website. We will not sell or disclose any information that identifies you to a third party. In addition, when you register with cosmofry.com your personal information is safe.
This policy applies only to Cosmo Fry and not to other companies' or organisations' websites to which Cosmo Fry is linked.
What we collect:
When registering through our website, we collect your name, business information, and email address in order to determine the level of access you receive as an account holder. Also, by storing your previous account information we save you time when visiting our website. We will also add you to our email list if you opt-in for that option. You are welcome to visit our site without providing any information; however, we are unable to answer requests, provide collateral, or display certain content without registering.
We use cookies, which is a feature of all browsers used to assign identification to your computer. The unique identifier contained within a cookie identifies your computer to our servers each time you visit cosmofry.com in order to ease the user experience. The cookies cannot be used to personally identify any user, but they it may be associated with user identity information if you have a registered account. Cookies can be disabled through your browser preferences options, but it may limit your overall experience.
We also collect your IP address when you visit our site, and may collect aggregate information about the use of our site. We are the sole owners of the information of the data collected on this site. We only have access to the data you voluntarily give us. We will not sell this information to any 3rd party outside of our organization. Unless you choose to opt-out, we may contact via email in the future.
You may opt-out of any future contacts from us at any time. You can do the following at any time by contacting us directly: See what data we have about you, if any; change/correct data about you; Delete any data we have about you; express any concern about the use of your data.
We take precautions to protect your information. When you submit sensitive information via the website, e.g. VAT & Company Registration details, your information is protected both online and offline. Only employees that require the information to perform a specific job are granted access. The computers and servers in which we store personably identifiable data are kept in a secure environment.
Disclosure
There may be occasions where it will be necessary for Cosmo Fry to disclose your personal information to third parties. We may be required by law to disclose the information.