Buying Online From Us
We have taken care in presenting the products on our website as accurately as possible. The images you see will depend on your monitor’s display and colour capabilities. We are therefore unable to guarantee that the product images you see are an accurate representation of the actual merchandise. All our images are taken onsite, of our stock and are not from an archive.
Lost Packages
Even though packages are sent via secure insured courier service on rare occasions we do experience losses whilst in transit. If this occurs, please allow 10 days for the package to arrive from the date of dispatch. Please be aware that if we are not contacted within 30 days, an insurance claim cannot be made and thus the customer will be unable to claim any loss from Carter Marsh & Co
UK Deliveries
For all UK orders, placed before 4pm we will attempt to deliver your order within 5 working days. Where it is not possible to meet these timescales, we will notify you and advise you of an anticipated delivery date.
Validation Checks
All credit, debit and charge card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.
In addition, in the interests of preventing fraudulent use of credit, debit and charge cards, will validate the names, addresses and other information supplied during the order process against commercially available records (e.g Electoral Roll data, Credit Reference Services). A third party may also be instructed to complete these checks.
By ordering from Carter Marsh & Co website you consent to such checks being made. We may need to contact you by letter, telephone or email to verify details before we are able to process and dispatch your order, or we may be unable to accept your order. Any information given may be disclosed to a registered Credit Reference Agency which may keep a record of the information. All information provided will be treated in accordance with the Data Protection Act 1998. These measures are taken as extra protection for you, to ensure your online shopping experience with us is as safe and secure as possible.
Returns
YOUR RIGHTS TO END THE CONTRACT
Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
ENDING THE CONTRACT BECAUSE OF SOMETHING WE HAVE DONE OR ARE GOING TO DO
If you are ending a contract for a reason set out at (a) to (d) below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
( a ) we have told you about an upcoming change to the product or these terms which you do not agree to;
( b ) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
( c ) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 7 days; or
( d ) you have a legal right to end the contract because of something we have done wrong.
EXERCISING YOUR RIGHT TO CHANGE YOUR MIND (CONSUMER CONTRACTS REGULATIONS 2013)
For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
HOW LONG DO I HAVE TO CHANGE MY MIND?
In relation to the purchase of goods, you can cancel your order at any time between the time we confirm receipt of your order and the day which falls 14 days after the day you (or someone you nominate) receives the delivery of the goods. The procedures and terms set out above do not affect your right to reject faulty goods.
YOUR RIGHT TO RETURN FAULTY GOODS
Customers who are in receipt of faulty goods have 30 days from receipt to return these goods. If you change your mind after placing an order, you can cancel it at any time before we have sent our Dispatch Email to you. To cancel your order, you will need to give us your name and address details and description of the item ordered. Please contact us at info@cartermarsh.com or telephone 01962 844443 between 10am and 5pm Monday to Saturday. Emails will be acknowledged within 24 hours, Monday to Friday 9am – 5pm. Emails sent on a weekend will not be picked up until the following Monday.
Returning Goods
If you wish to return goods you have a duty to keep them in your possession and to take reasonable care of them until you return them. Goods must be returned in their original condition, including immediate packaging with the delivery note, within the cooling off period.
HOW TO RETURN AN ITEM
There are two easy ways to return goods you have purchased. You can either return items to our showroom based in Winchester or return those items by post.
RETURN IN STORE – WHAT YOU NEED TO DO
Place the items in their original presentation boxes. Take the items and sales invoice you received with your order to our showroom in Winchester. If a customer is returning an item to our store, the item will be assessed. Once the item has been assessed by a member of staff an exchange will given or a refund will be processed via bank transfer or back onto the card if it was purchased in the showroom.
RETURN BY POST – WHAT YOU NEED TO DO
If, for any reason you are not happy with your purchase, we will endeavour to give you a refund; we do not refund delivery fees on items sent or returned to us unless items are being returned due to a fault. If you are returning a faulty item, Carter Marsh & Co will refund the full postage amount shown on the parcel, back on to the credit/debit card if purchased instore or bank transfer if purchased online. What you need to do:
- Place the items into their original presentation boxes and make sure the parcel is sealed securely in a tamper-proof envelope. You should also place a copy of the sales invoice you received with your order into the parcel.
- We are not responsible for loss or damage of items when being returned.
- For refunds: once we have assessed the items, the money will be put back on to the credit/debit card if purchased instore or bank transfer if purchased online.
