Parent company address: Art & Sold Ltd, Crossways, Churt, Surrey GU10 2JA.
Sales/warehouse address: The Bold Bathroom Company, Units B & C, Magpie Works, Station Approach, Four Marks, Hampshire GU34 5HN
Email address: email@example.com
Telephone number: 01428 607914
Fax number: 01428 608165
All online purchases are subject to the following basic terms & conditions, wherein "you/the Buyer" referred to is the purchaser and "we/the Company" is the supplier i.e.The Bold Bathroom Company:
In instances where we are supplying items to match with an existing bathroom ware and/or room decoration we always endeavour to make sure that the colour of the items we send are as close as possible a match to the original suite/decor, and for this purpose we offer a free colour sample service. When we receive an order we will call to confirm the colour required, and in most instances we will post a ceramic colour sample to ensure the correct colour before actually sending the goods ordered. If you would like us to send colour samples in the post before making a decision on an order just give us a call.
Generally we can despatch stock items to arrive the next working day, but we will always contact you first to arrange a suitable day for delivery. The goods can arrive at any time on the arranged day, so it is best to pick a day that it is convenient for someone to be at the delivery address between 8.00am and 6.00pm. Our carrier DHL will send a notification by text message to your mobile number to give a delivery time slot once they know an approximate delivery time.
COVID-19 Update: In response to COVID-19, delivery providers are taking precautions to protect the health and wellbeing of their drivers and our customers. Please be assured that your safety is our priority and we are following the advice and guidance from the UK government. At present the carriers we use (DHL) are operating a contact free delivery service. You can find full details on delivery guidelines and measures upon visiting their website.
Special Order Items
Many of our products are manufactured to order, with associated lead times sometimes being several weeks or even months. Please be aware that although we make every effort to stick to the guide lead times, sometimes due to matters beyond our control these lead times can be extended. We ask that customers allow for additional delays for unforeseen circumstances, and no responsibility will be taken for inconvenience caused by extended delivery times or costs incurred as a result of delays.
Damages & Flaws
Damages in transit: With the nature of ceramic items being very fragile, all the items we supply are thoroughly checked at our end for damage or flaws, and we take all due care to ensure that the items cannot be damaged in transit. Items received by carrier must be checked for damage on receipt, as our carriers will accept no liability for damages reported after the driver has left the premises. We understand that it isn't always easy to completely unwrap and check the goods while the delivery driver is present, but it is essential to at least check the outside of the packaging for any signs of damage and give the box a shake - if any damage has occurred it is likely that you will be able to hear the pieces rattling inside the package! If you are in any doubt at all about the integrity of the package received you must notify the driver that the package is damaged, then you have 24 hours to thoroughly inspect the goods and notify us of any problems.
No claims for damages (as opposed to manufacturing flaws) can be accepted after 24 hours of receipt of the goods.
Manufacturing flaws: Bathroom ware is subject to a wide range of potential flaws and imperfections due to the nature of the materials used in production, particularly glazed chinaware. Most of the retro/vintage items we supply are in perfect original condition, within the quality control tolerances of the British bathroom industry of the last 50 years or so. Minor cosmetic flaws such as ripples, pinholes and other discrepancies in the surface of items are sometimes unavoidable, but we will always try to point out any such flaws at the point of despatch. If goods are found to be faulty on arrival, you must notify us immediately and we will try to arrange an exact replacement or the nearest possible should an exact match be unavailable.
Returns and Refunds
Our intention is always to supply the correct goods for our Buyers' requirements, and we make every effort to ensure that we only supply items that will fulfil the purpose. The items we supply are often rare and not easy to package and send safely, so we do ask that you also try to be as certain as possible that what you are buying is exactly what you need. In accordance with the Distance Selling Regulations (2000), The Buyer is entitled to 7 days from receipt of goods during which they may return unwanted goods to the Company. Where Buyers wish to exercise this right, the Buyer must inform the Company in writing of their intention within the stated time period. The Buyer will be responsible for return carriage costs, the original outgoing carriage costs are non-refundable, and the price of the goods may be subject to a 20% restocking fee. The Company will exchange or refund the value of the returned goods so long as they are:
a) packaged in their original packaging,
b) in the exact condition supplied and
Any monies due in refund will be repaid as soon as practicable following the safe return of goods in accordance with the conditions above, and in any case within 30 days of their return.
The Company will not be responsible for any damage or loss arising during the return transit of the goods. It is the Buyer's responsibility to take all due care to ensure that the goods are protectively packaged.
Please note: Special order or customised items are non-returnable and non-refundable.
Refund & Cancellation Policy
Our aim is to provide excellent customer satisfaction; therefore we have set out our terms below to help on those very rare occasions when things don’t quite go to plan. If you have any questions regarding the terms of the Refund & Cancellation Policy, we’re happy to discuss matters via email at firstname.lastname@example.org. You can also give us a call on 01428 607914
The terms and conditions noted below explain our policy on refunds and cancellations.
What happens if I want to cancel my order?
To create the best experience, we begin preparing your order as soon as your order is confirmed. Therefore, cancellations are only possible when notification is received within 24 hours of an order being placed.
What happens if something is missing?
If you have received your order and something is missing, we will prioritise the correction immediately by sending the missing goods to you. If this isn’t possible for any reason we will offer an alternative equivalent product.
We’re sorry if you have received items that are different from your order. To ensure that we can rectify the matter, please contact us within 2 working days of receipt of your order.
Where you have received an item of a lower value we will either replace the item received for the correct item or refund the difference if the incorrect item is suitable for your needs.
What happens if my order arrives damaged?
We sincerely apologise if your item has been received in a damaged or faulty condition. We like to resolve matters quickly, as we know how disheartening this can be. To help us resolve the matter, we ask that you check all items on receipt and contact us within 24 hours of receipt of the goods via email or telephone stating the nature of the damage/fault along with relevant images. Our Returns Policy for faulty items upholds your statutory rights.
What happens if my order is delayed or lost in transit?
We take every care to ensure that your order is shipped and received as per your request. We also take great care to ensure that our delivery provider meets our high level of expectations. However, on very rare occasions items can be delayed or lost in transit. We understand that this can be frustrating, therefore when your item is delayed due to an issue that we are experiencing, we aim to contact you within 2 working days. If you are concerned about the status of your order, please contact us via email to email@example.com You can also give us a call on 01428 607914 during office hours.
What happens if I am not satisfied?
We take great care to ensure that your items reach you in excellent condition. We also pride ourselves on creating high quality bathroomware. If you feel like we have fallen short of our promises, we ask that you contact us on 01428 607914 and we will endeavour to resolve the problem as soon as possible. A refund or replacement items are always offered if you are unsatisfied with the product(s) supplied.
What are my statutory rights?
Our Cancellation and Returns Policy does not affect your statutory rights. For more information on your UK statutory rights, please visit direct.gov.uk or contact the Government funded consumer advice service Consumer Direct on 08454 040 506.
How do I return an Item?
Where your return meets the requirements set out in the returns and cancellations policy, please return your item by either bringing it to our warehouse in person or arranging for us to have the goods collected via our carriers. In this instance the item(s) must be very securely packaged, in the same way that we send the goods to you – many of our products are extremely fragile and we will not be liable for any damages incurred in transit due to insufficient or incorrect packaging.
Most of our products are despatched via DHL, on a next working day delivery service once the order has been confirmed and paid for in full. We take great care to package the items securely in order to minimise the risks of damage occurring in transit. As many of our products are fragile ceramic items we use eco-friendly natural straw as the main packaging material, so please be aware of this when unpacking the goods! We do ask that you please unpack and check all goods for any faults or damages within 24 hours of receipt of delivery.
If you provide us with a mobile telephone number at the time of placing your order then DHL will send a text message to inform when your items are despatched. The message will contain details of the estimated delivery time in addition to any reasons for a delay in the delivery of the goods.
If we receive no communication from you within three days of delivery regarding any problems with the goods, you are deemed to have received the goods in full working order with no issues.
In response to COVID-19, our delivery providers are taking precautions to protect the health and wellbeing of their drivers and our customers. Please be assured that your safety is our priority and we are following the advice and guidance from the UK government. At present DHL are operating a contact free delivery service. You can find full details on our delivery providers guidelines and measures upon visiting their website.