All Returns Please Contact 01260 221853.
Faulty Products and Products delivered with damage
Your rights
In the unlikely event that a Product is faulty, not as described or delivered damaged we will organise the exchange. If you’re ordering Products from us as a consumer rather than during your business, you may have additional legal rights and nothing in these Terms will affect these rights.
Please contact us if there’s an issue
If there are any issues with the Products you’ve ordered, please contact us straight away so we can help. You can email us at [email protected] or call us on 01260 221853. Please have your order number to hand as well as details of the affected Product(s). If we offer you a refund, this will be credited to the card or account used to buy the affected Product(s).
Statutory right to cancel if you’re a consumer
Consumer Cancellation Right
If you’re ordering Products from us as a consumer, you have a statutory right to cancel any online or telephone orders (excluding orders for bespoke or made-to-measure Products) and receive a full refund, including standard delivery charges. This is your Consumer Cancellation Right and it applies in addition to any other rights set out under these Terms.
How to exercise your Consumer Cancellation Right
To exercise your Consumer Cancellation Right, you must contact us at any time before the Products are dispatched or within 14 days of delivery, starting on the day after your delivery is made. If your order is delivered in multiple shipments, the 14-day period starts the day after the last instalment is delivered. If we receive your cancellation notice outside these timeframes, your Consumer Cancellation Right will not apply. Please also note that if you exercise your Consumer Cancellation Right after the Products have been delivered, you’ll be responsible for returning the Products to us at your own cost and within 14 days of cancelling your order.
How to return Products that have already been delivered to you when you’ve exercised your Consumer Cancellation Right
You can return any Products to us at Cheshire Garden products, along with proof of purchase. Or you can arrange for us to collect the Products by calling us on 01260 221853, with your order number and details of the Products you want to return. We’ll then arrange for the Products to be collected by our nominated carrier. Please note that our minimum charge for this collection service is a £50 collection fee. Any Returned goods would also incur a 20% handling fee.
Your refund when you exercise your Consumer Cancellation Right
We’ll refund your returned Products as soon as possible and no later than 14 days after receiving them back. The refund will be made to the debit or credit card you used to pay for the Products. Please note that we have the right to reduce the amount of your refund to reflect any decrease in the Products’ value that has resulted from the way you’ve handled them.
Other cancellations/returns
Unless you have a consumer cancellation right or faulty/defective product any cancellations/returns and refunds are at our discretion. To enquire about cancellations and returns, please call 01260 221853 or email [email protected] with your order number, postcode and phone number. If we do accept a return of the Products, they must be returned in their original condition within 14 days of the date of delivery to you. You’ll be responsible for returning the Products to us at your own cost.
Please take care of the goods and any packaging. If their value is diminished by any amount because of managing the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods we reserve the right to deduct that amount from the refund, up to the value of the purchase price.
If you cancel, you must return to us any goods that have already been dispatched at your own expense within 14 days of cancellation. We will reimburse all payments within 14 days of cancellation. Where the contract is for the supply of goods, and these have already been dispatched, we will reimburse all payments within 14 days of receiving them back from you. If the products can not be returned by the customer, we can potentially organise collections however the collection costs vary from job to job (standard collection costs £50) and sometimes the collection costs can out way the product cost. Call 01260 221853 for more details.
We can not accept returns for aggregates (sand, Gravel, Chippings) which are delivered in bulk bags. Bulk bags are only safe to be delivered once as the bag is classed as a one-trip bag this means the bag is only safe to be delivered once and is not safe to collect and redeliver. It is unsafe to try to recollect these materials.
Your Rights to Cancel
You have no right to cancel orders placed in the store. However, we may consider items for return and credit at our discretion.
Distance Selling a customer has 14 days to let us know to cancel. Once cancelled a customer then has 14 days to return. The return fees will be covered by the customer and the products must be returned in unused saleable condition with the original packaging intact.
If you cancel, you must return to us any goods that have already been dispatched at your own expense within 14 days of cancellation. We will reimburse all payments within 14 days of cancellation. Where the contract is for the supply of goods, and these have already been dispatched, we will reimburse all payments within 14 days of receiving them back from you. If the products cannot be returned by the customer, we can potentially organise collections however the collection costs vary from job to job and sometimes the costs can out way the product cost. Call 01260 221853 for more details.
Terms and Conditions for Paving Supplied by Cheshire Garden Products!
Our Returns Policy is in addition to your legal rights
Payment
Payment of the purchase price in full is needed at the time of acceptance of the order by Cheshire Garden Products.
Handling & Storage after Delivery
Immediately after delivery and examination by the Purchaser of the goods, the purchaser shall manage to move the goods to suitable protection. Cheshire Garden Products takes no liability for goods improperly stored or managed.
Quality & Description of Goods
The nature of our natural stone products means that the appearance, colour, tone and texture may vary resulting in the actual physical stone differing in shape, size, thickness and appearance from the photographs used on our Webpage and e-commerce sites, such as eBay. It is strongly recommended that Customers request physical samples of stone from any range before placing orders; customers are recommended to visit Cheshire Garden Products to view all products before ordering. The Customer is responsible for ensuring that the goods are suitable for their intended purpose. The goods are sold on the understanding that they are of natural stone which is subject to natural formation characteristics, variation in colour, texture and markings and are all part of the natural makeup and appeal of natural stone.
Fitting
Cheshire Garden Products recommends that the Purchaser employ only the services of a qualified and experienced fitter in the storage, handling, laying, and sealing of all-natural stone and porcelain. We also recommend that the Purchaser use a decent quality, suitable adhesive and grout. Natural stone paving needs to be sealed using a decent quality and recognised sealing brand to prevent the chance of fading and discolouration.
Returns & Exchanges
To prevent the likelihood of breakages for the order we recommend ordering full packs rather than split packs, due to the product being removed from its original packaging to a less secure half pallet.
If the product arrives damaged, then the purchaser must supply photos showing the damage within 24 hours of receiving the goods. If slabs are damaged upon delivery, then we ask for the purchaser to sign for it as ‘Damaged’ on arrival. They must let Cheshire Garden Products know within 24 hours of receiving the goods to arrange a refund or exchange. We recommend that you open the package by only removing the top layer of polythene to reveal the slabs inside. From here a thorough inspection of the slabs can be performed and a count of the exact number of damaged slabs, including photos can be taken. Photos can be sent directly to our office via: [email protected] Please include the purchaser’s name and address for reference.
We require the damaged, unused slabs to be returned to us before we process a refund or exchange for replacements. It is the purchaser’s responsibility to return the slabs, the pack or packs must not be laid as chips and damages can occur in the process. Only full packs can be exchanged, do not use any of the slabs out of the pack as you may lose your right for an exchange. Do not start laying the slabs and then letting us know of damages as we cannot take liability once they have been unpacked. Any damages or unusable are the customer’s responsibility to exchange, and any cost to return or redeliver lies with the purchaser.
We will NOT exchange, replace, or refund for: breakages, chips, damages, or discolouration up to 10% of the full order, as this is considered, ‘Spillage’ with stone. Each order should consider an added 10% extra stone to cover cuts and breakages & 15% extra on Rainbow Sandstone. Stock cannot be returned and refunded for over-orders as we consider the purchaser to have ordered the correct amount. We do not accept returns where there is excess stone, disposal of any items is the purchaser’s responsibility.
All advertised thicknesses of Indian Sandstone are for guide purposes only. However, due to the nature of the product, a tolerance of plus or minus 10% or even 25mm can be possible. Most Sandstone comes with unique flecks and speckling, and hairline cracks which occur in natural products, these are not considered unusable.
At our discretion, we may allow items to be returned, the price upon refund may not be the same as the original price paid.
Cheshire Garden Products shall accept no liability in respect of any defect or damage arising from the fair wear and tear, wilful damage, negligence, abnormal working conditions, effective or poor installation, misuse, alterations, or repairs of the goods.
Statutory Information
Cheshire Garden Products trades under the company Milton Garden Products Limited, The Coal Yard, Milton Road, Milton, Stoke on Trent, Staffordshire, ST1 6LE. United Kingdom.
Company Number: 02456221.
VAT Number: GB 536 8971 95
Telephone Number: 01260221853
Email: [email protected]
