TERMS & CONDITIONS
Please feel free to contact us to with any questions, points, details that need clarification and are not explained online.
Tel: 01744 416530
Payment
We accept all major credit and debit cards and Paypal. You must ensure that all details given for payment are correct including the full Card Statement Address. Your card will show a payment to 1st Portal Network Limited via Worldpay Secure Card Services or by PAYPAL.
Payment must be made BEFORE dispatch. Funds must have cleared if paying via PAYPAL e-cheque.
Delivery
The normal delivery time is within 2 - 3 weeks within the UK and an extra 5 days worldwide.
Shortages & Errors
It is your responsibility to contact us regarding any shortages or packing errors within 7 days of receipt of goods. You must check all items are exactly as ordered upon receipt. Items are fitted at owners risk. We will not be held responsible for any damage caused by incorrect fitting or use of an item.
Whilst every reasonable effort shall be made to keep any delivery date, time of delivery shall not be of the essence and we shall not be liable for any losses, costs, damages or expenses incurred by the customer or any other person or company arising directly or indirectly out of any failure to meet estimated delivery date.
In the event of an item being unavailable we will contact you to discuss the options. If you do not wish to proceed with the offered alternatives then your order can be cancelled.
Our products are guaranteed against faulty materials and workmanship. All products have a 1-year warranty. Warranties are covered by the Original Manufacturers Guarantee. This is in addition to the consumer’s statutory rights.
Faulty Goods
In the event of a fault being suspected please contact us to determine the best solution. Some items may need to be submitted for factory inspection for fault analysis before replacement or refund can take place. Whilst we endevour to keep this process to as short a time scale as possible we cannot guarantee any time period for factory inspections. Off the shelf products returned and found not to be faulty will be subject to a 25% re-stocking fee. Goods MUST be returned in the same new condition as supplied. It is the customers responsibility to ensure the goods are returned to us in pristine condition and packaged with care and attention. Goods returned remain the property of the owner until inspected and we are happy with the condition before any refund takes place.
Bespoke, made to order carpet sets do not under the sale of goods act qualify for return / refund unless faulty. Please ensure all details you have provided are correct as once production commences the order can not be cancelled or amended. Should quality of material or shade of colour be an important factor then please ensure samples are requested first BEFORE placing an order.
Incorrect Goods
It is the Consumers responsibility to inform us of incorrect supply within 48 hours. The goods must not be used or damaged. We will need information (part numbers, etc) regarding the incorrect items. Should there be extenuating circumstances that prevent informing us within the stated time frame, resolution shall be by mutual decision.
You have the right to cancel your order within 7 days of receipt and have a refund for any cancelled items provided that you return the goods to us in perfect condition. The goods to be returned must be unused, unopened and in they’re original undamaged packaging. We do not refund your original Post & Packing costs and the cost of return carriage is payable by you. We suggest strongly that you return the goods via a traceable method (Post Office Recorded Delivery or Carrier), as we cannot be held responsible for any losses incurred in transit back to us.
The effective date of cancellation for the purposes of the Distance Selling Regulations is the date on which the notice is sent. The Regulations require the consumer to send a notice of cancellation in writing, including fax or email. A telephone call is not enough. The effective date of cancellation is the date on which the notice is sent. This allows the full cancellation period.
Exceptions to the right to cancel
Refunds will be processed back in the same payment format as the original purchase payment.
Refunds to Credit/Debit card accounts will take several days to clear. We will endeavour to pass the refund within 4 working days but reserve the right to refund up to 30 days of the return.
Items delivered outside the United Kingdom may be subject to Import Duties and Taxes levied on entry to the Country requested. We have no knowledge or control over these charges. It is your responsibility to establish the charges applicable with the Customs Authorities concerned and any charges must be borne by you.
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