TERMS and CONDITIONS.
Whether you are browsing our online catalogue or know just what you want to order you only need to click on a reference number for an item to be added to your shopping basket.
Every item comes with a description and guidance for it’s use, you can alter or change items at any time until you are completely satisfied with your order.
We need your name and the delivery address for your order, this must be the same as appears on any credit or debit card you are using for payment, We will need the 16 digit number and the expiry date, both from the front of your card and then the 3 digit security code from the back (all cards accepted except Amex, Diners and Solo). No charge is made to your card until the day goods are despatched. It is easy at this stage to create your Stauer account so future visits will only need a quick click for us to greet you.
You might prefer to place your order by telephone so list the goods by catalogue number, description and price and then call our Orderline on 0203 455 0485 with your credit or debit card to hand.
Or, there is always surface mail, just write the details of your order, enclose a crossed cheque or postal order payable to HSS, or the details of your credit or debit card as above, and post to Stauer, Euro House, Cremers Road, Sittingbourne, Kent ME10 3US. Cheques are banked as received for security reasons.
Which ever route you follow, all our systems are designed to be easy and friendly but if you need assistance with any query or problem call one of our helpful service team on 0203 455 0485. Our offices are open from 8am until 9pm every weekday, (9am until 6pm at weekends and bank holidays). Calls cost 10p per minute plus your network extras.
All the prices shown in our catalogues are in GB £££s and every order form gives the charge for packing and postage. They include VAT at the current rate of 20%; we reserve the right to amend prices to reflect any change in VAT rates. Items returned for credit that were supplied as part of a multiple offer will be credited at a proportionate amount decided by us.
We are a dynamic organisation with our buyers continually searching for new and innovative items to extend the range of goods we offer. We like to keep our customers notified of these items as well as special offers we introduce from time to time. Every email you receive from us will include the opportunity to “unsubscribe” from future bulletins with just one click.
Orders are received online through a system called Secure Socket Layer (SSL); this is a form of encryption technology that converts whatever information you give us into a totally protected form that cannot be penetrated by any un-authorised internet user. Our organisation has approval to Level 1 of the Payment Card Industry Protection Scheme.
Hard copy orders are entered into this system by our trained operators and have the same high degree of protection with the original paperwork shredded.
Scope of Consent
If you do tick any of the boxes in the fair processing notice inviting you to give your consent, those third parties may contact you by the channels which you have ticked. So, for example, if you tick the post and e-mail boxes, that means that third parties falling in the categories listed above can contact you via post and e-mail but not by the other channels.
If you opt in to telephone calls you are consenting to receiving live calls and recorded calls.
Direct Response Marketing Group plc are the data controller in relation to the information that you provide us with. As a result, we are legally responsible for how that information is handled.
We may process your personal data ourselves or through data processors who will process data on our behalf. If we use data processors we will remain responsible for ensuring that they comply with this policy and data protection law.
We will take every reasonable precaution to safeguard the personal information that you supply.
The personal information you give us to set up and fulfil your order is safely stored in a secure computer vault and only our most trusted operatives have access. If you have given your permission during the ordering process your name and address may be entered on a separate file to receive future catalogues or items of similar interest. You may also have indicated your consent for this basic information to be shared with carefully selected partners who market products we believe will be of interest to you. In either case you may “unsubscribe” from these further communications. We will continue to use the most effective and up-to-date technology as it becomes available, to ensure that details of your identity and activity with our group of companies is closely guarded. We do not collect or maintain any record or information from any person we know to be under 13 years of age.
During the registration process of our websites you may have indicated that you are happy to receive information from carefully selected third parties based on specific sectors, to give you further information on the types of communication you may receive here are the industry sectors and examples of the types of businesses with whom your data will be shared, and may contact you in a marketing campaign:
|Sector||Description and examples|
If, as part of the registration process you have indicated you are happy to receive information from third parties then we will carefully select offers and promotions based on your channel preference and may contact you in line with this policy. You will be able to withdraw your consent form future third party marketing at any time. Data will be retained for 24 months.
Fulfilment and delivery.
Subject to availability, all orders are picked from stock, packed and despatched within 7 days to addresses on the UK mainland; most will arrive with you within 10 days but you should allow up to 28 days for delivery. You will find the charge we make for postage and packing on the order form, this includes insurance to your door. Delivery to Highlands and Islands may require a supplementary charge. Heavier items, marked with a two man symbol, will attract a greater charge.
All the products shown in our catalogues and websites have been carefully selected from reliable manufacturers and have passed our high demands for quality and performance. The catalogue illustrations and descriptions are intended to give a fair guide to the product’s appearance and use, dimensions are given where they might be helpful. This enables us to give a 100% guarantee that if you are not completely satisfied with your purchase(s) you may return them in their original packing for a replacement or a refund of the purchase price you paid. (In the case of personalised products or those that have hygiene implications this guarantee will only apply to faulty goods). Your statutory rights are not affected. Orders are accepted on the basis of these terms and conditions, in the event of any dispute English Law will apply.
Several items in our catalogues require simple home assembly from a number of components. These are listed on an instruction sheet and should be checked before starting assembly. Once assembly has commenced, flat packed furniture is non-returnable unless there is some manufacturing fault. Items described as “wood” will very often be genuine wood veneers over a base of MDF or composite wood board.
Over 18 years of age.
The law does not allow people under 18 years of age to buy knives or other articles that could be easily adapted to cause injury. Stauer will request confirmation of age from every person ordering knives or similar articles.
Cancellation and return.
Under the terms of the Consumer Protection (Distance Selling) Regulations 2000, you may cancel your order within 7 days of placing it or within 7 days of it being delivered. We will make a full refund of the purchase price you have paid and our packing and postal charge. Goods that arrive damaged or are faulty must be reported to us within 7 days of delivery to your address, our Customer Services team will advise you on our returns procedure. For such items we will refund any postal charge incurred by you; please obtain a receipt for this cost from the Post Office.
Returns procedure and RAC’s
If you wish to return an item contact our Customer Services team
(0203 455 0485) or email email@example.com. They will provide you with a Returns Authorisation Code (RAC) and enter your request on our computer system; you must include the RAC reference number with the goods being returned so that we can deal with them speedily and correctly. Failure to enclose an RAC reference number may make it impossible to identify your goods or understand any request made.
Items being returned under guarantee should have the receipt for postage attached. They should be securely parcelled, ideally in their original packing. It is a good idea to obtain a certificate of posting as proof of return, so you will have some protection against your goods being lost in transit; returned parcels remain your responsibility until safely received by us; high value items should be insured.
Goods being returned should be clearly addressed to:
Stauer, Euro House, Cremers Road, Sittingbourne, Kent ME10 3US.
Replacements will be despatched within 7 days (subject to stock availability), refunds, where appropriate, will be credited via the same method you used to pay us, ie credit/debit card, or by cheque.
The Waste Electrical and Electronic Equipment (WEEE) Regulations apply throughout the UK in order to protect our environment. Along with other retailers, Stauer subscribes to the Distributor Take-Back Scheme (DTS) which allows you to deposit your old electrical/electronic items free of charge, at recycling points set up around the country.
Visit www.recycle-more.co.uk to find out where your nearest recycling point is. We cannot accept electrical items back for recycling. Instead Stauer has contributed to the funding of an alternative network of UK recycling facilities as stated above.
Waste (dead) batteries.
There are battery collection bins provided in every community and we encourage you to use these facilities and not to dispose of exhausted batteris with your general rubbish. You can find your local portable waste battery recycling facility at www.recyclenow.co.uk.
The content of these Terms and Conditions is under the copyright of the Direct Response Group of Companies and must not be reproduced in any form other than to print, or download for your personal information.