Consumer goods and services terms and conditions

These terms may have changed since you last reviewed them

Where to find information about us and our products

You can find everything you need to know about us,  Bespoke Drain Covers Ltd (Co Registration No 14361489) of 22 Little Ann Street Digbeth Birmingham B5 5QF and our products on our website, before you order. We also confirm the key information to you in writing after you order by email, in your online account.

When you buy from us you are agreeing that:

• We only accept orders when we’ve checked them.
• We only deliver in accordance with the time periods we agree when you place your order.
• Sometimes we reject orders.
• We charge you when we accept your order .
• We charge interest on late payments.
• We pass on increases in VAT.
• We’re not responsible for delays outside our control.
• Products can vary slightly from their pictures.
• You’re responsible for making sure your measurements are accurate.
• We charge you if you don’t give us information we need or do preparatory work as agreed with us.
• If you bought online or over the telephone, you have a legal right to change your mind.
• You can end an on-going contract (find out how).
• You have rights if there is something wrong with your product.
• We can change products and these terms.
• We can suspend supply (and you have rights if we do).
• We can withdraw products.
• We can end our contract with you.
• We don’t compensate you for all losses caused by us or our products.
• We use your personal data as set out in our Privacy Notice.
• You have several options for resolving disputes with us.
• Other important terms apply to our contract. 

We only accept orders when we’ve checked them 

We contact you to confirm we’ve received your order and then we contact you again (normally within 14 days) to confirm we’ve accepted. 

Any changes that you seek to make after placing the order will be subject to further charges. 

We seek to deliver in accordance with the time periods agreed when you place your order

We will endeavour to deliver in accordance with your selected delivery preferences but cannot guarantee this  [We’re not responsible for delays outside our control] and we will not be responsible for any delays in delivery either before or after despatch, howsoever caused.

In terms of complex designs or bulk orders despite the delivery preference selected we reserve the right to extend the delivery period. In such circumstances we will contact you within 14 days to discuss this. If any extended period does not meet with your requirements then we will refund any monies paid to us.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because a credit reference we have obtained is unsatisfactory, because you are located outside the UK or our delivery areas, as stated on our website and in our marketing or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when we accept your order 

However, for some products we take payment at regular intervals, as explained to you during the order process. If your product is goods (rather than services), you will own it once we have both received payment in full and it is manufactured. 

We charge interest on late payments

If we’re unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 8% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount. 

We pass on increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We’re not responsible for delays outside our control 

If our supply of your product is delayed by an event outside our control, by way of example only, strikes, labour shortages, transportation issues, natural disasters and epidemics/pandemics, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay exceeds 3 months after you placed the order you can contact our Customer Service Team: http://bespokedraincovers.co.uk/ to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred. 

Products can vary slightly from their pictures 

A product’s true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different. Because our products are bespoke manufactured, all sizes, weights, capacities, dimensions and measurements indicated on our website can be out by up to 20%.

Due to the materials used the underside of the drain covers can on occasion exhibit a rough texture. This will not affect the integrity of the product.

You’re responsible for making sure your measurements are accurate 

As we are making or supplying the product to measurements you provide, you’re responsible for making sure those measurements are correct. Find information and tips on how to measure on our website or contact our Customer Service Team: http://bespokedraincovers.co.uk/.

We charge you if you don’t give us information we need or do preparatory work as agreed with us

We charge you additional sums if you don’t give us information we’ve asked for about how we can access your property for delivery, installation or to provide services or if you don’t do preparatory work for installation, as agreed with us. For example, we might need to re-deliver on another vehicle or with extra manpower, reschedule services. This also applies if the information you give us incorrect.

If you bought online or over the telephone you have a legal right to change your mind 

Your legal right to change your mind. For most of our products bought online or over the telephone, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

When you can’t change your mind. You can’t change your mind about an order for: 

• services, once these have been completed;
• products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; 
• goods that are made to your specifications, bespoke or are clearly personalised; and
• goods which become mixed inseparably with other items after their delivery.
• Goods which have become damaged, have been tampered with or adapted after delivery

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after:

• the day we deliver your product, if it is goods, for example, a drain cover. If the goods are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery. 
• the day we confirm we have accepted your order, if it is for a service, for example, design services.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team: http://bespokedraincovers.co.uk/, fill in the online form at http://bespokedraincovers.co.uk/. 

You have to return the product at your own cost. If your product is goods, for example, a drain cover, you have to return it (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. . You can:

• send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. For help with returns, including our collection arrangements for goods which can’t be posted, see our Returns Process: [LINK TO OR WEBSITE ADDRESS FOR PAGE WITH RETURNS PROCESS] [or contact our Customer Service Team: [LINK TO OR WEBSITE ADDRESS FOR CUSTOMER SERVICE TEAM PAGE OR TELEPHONE NUMBER FOR TEAM]. 
• We do not refund delivery costs. 
• You have to pay for services you received before you change your mind. If you bought a service (such as design service) we don’t refund you for the time you were receiving it before you told us you’d changed your mind. 
• We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, price tags have been removed, the [product-branded] packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. [Our Customer Service Team: [LINK TO OR WEBSITE ADDRESS FOR CUSTOMER SERVICE TEAM PAGE OR TELEPHONE NUMBER FOR TEAM] can advise you on whether we’re likely to reduce your refund.]
• When and how we refund you. If your product is a service or goods that haven’t been delivered or that we’re collecting from you, we refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. If your product is goods that you’re sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.

You can end an on-going contract (find out how)

We tell you when and how you can end an on-going contract with us (for example, for regular services or a subscription for goods) during the order process and we confirm this information to you in writing after we’ve accepted your order. If you have any questions, please contact our Customer Service Team: [LINK TO OR WEBSITE ADDRESS FOR CUSTOMER SERVICE TEAM PAGE OR TELEPHONE NUMBER FOR TEAM].

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact our Customer Service Team without delay: [LINK TO OR WEBSITE ADDRESS FOR CUSTOMER SERVICE TEAM PAGE OR TELEPHONE NUMBER FOR TEAM]. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. You have  legal rights some of which are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.

The goods will be subject to natural outdoor elements and potentially contamination from other products, for example, chemical cleaning products. Discolouration or deterioration cause by such or other factors will not deem the goods not fit for purpose or of unsatisfactory quality.

We can change products and these terms

Changes we can always make. We can always change a product:

• to reflect changes in relevant laws and regulatory requirements, e.g., steel quality and content;
• to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don’t affect your use of the product.

We can suspend supply (and you have rights if we do) 

We can suspend the supply of a product. We do this to:

• deal with technical problems or make minor technical changes;
• update the product to reflect changes in relevant laws and regulatory requirements; or
• make changes to the product (see We can change products and these terms).

We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an emergency. If we suspend the product for longer than one month in any three month period we adjust the price so you don’t pay for it while its suspended. If we suspend supply, or tell you we’re going to suspend supply, for more than one month you can contact our Customer Service Team: [LINK TO OR WEBSITE ADDRESS FOR CUSTOMER SERVICE TEAM PAGE OR TELEPHONE NUMBER FOR TEAM] to end the contract and we’ll refund any sums you’ve paid in advance for products you won’t receive.

We can withdraw products

We can stop providing a product, such as an ongoing service or a subscription goods. We let you know at least 7 days in advance and we refund any sums you’ve paid in advance for products which won’t be provided.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us if:

• you don’t make any payment to us when it’s due;
• you don’t, within 7 days of us asking for it, provide us with information, cooperation or access that we need to provide the product. ;
• you don’t, within  7 days time, allow us to deliver the product to you. 

In each case we will treat your order as cancelled and we will retain the purchase price, see [If you bought online, over the telephone] you have a legal right to change your mind 

We don’t compensate you for all losses caused by us or our products

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control. 
• Avoidable. Something you could have avoided by taking reasonable action. For example, where you failed to keep the goods or other aspects of your drainage system clear of debris or blockages. 
• A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession. 

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice: [LINK TO PRIVACY NOTICE OR WEBSITE ADDRESS FOR PRIVACY NOTICE OR INFORMATION ABOUT WHERE TO ACCESS IT (FOR EXAMPLE, IN A BROCHURE)].

You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team: [LINK TO OR WEBSITE ADDRESS FOR CUSTOMER SERVICE TEAM PAGE OR TELEPHONE NUMBER FOR TEAM] will do their best to resolve any problems you have with us or our products as per our Complaints policy: [LINK TO COMPLAINTS POLICY OR WEBSITE ADDRESS FOR IT OR INFORMATION ABOUT WHERE TO ACCESS IT (FOR EXAMPLE, IN A BROCHURE)].

Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to CEDR through their website at https://www.cedr.com/consumer/ . If you’re not satisfied with the outcome you can still go to court. 

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. 

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.