TERMS AND CONDITIONS

GENERAL

By making an order you are offering to purchase a product from us, which we will accept to sell you on the following conditions:

All requests are subject to availability and confirmation of the price by us. Delivery times may vary according to availability and any representations made as to delivery times are estimates limited to UK mainland only and are on the basis that we that we are not responsible for any delay in delivery occurring due to postal delays, delays with our courier or force majeure.

Brass works Ltd. are absolutely entitled to refuse any order made by you. If your order is accepted we will take payment and inform you by emailing or calling you. When making an order you undertake that all details you provide to us are true and accurate, that you are the authorised user of the credit or debit card used to make your request and there are sufficient funds to cover the cost of the goods.

Brass works Ltd. warrants that the goods are of merchantable quality (as defined in the sale of goods act 1979) but does not warrant that the goods are fit for any specific purpose and accepts no liability for any such loss or damage suffered by the customer as a result of any defect in design materials or workmanship of the goods.

Please note we may change, move or delete portions of, or may add to, our Site from time to time.

All materials, including images, and written and other materials that appear as part of this website are copyrights, trademarks, or other intellectual properties owned, controlled or licensed by Brass works Ltd.

This website contains links to outside services and resources, the availability and content of which Brass works Ltd. does not control, any concerns regarding any such service or resource, or any link thereto, should be directed to the particular outside service or resource.

All descriptions are in accordance with our manufacturers specifications and care has been taken to ensure information is correct. However we cannot guarantee that details are identical with goods owing to market changes.

ORDERING ONLINE

We will try to make your experience ordering online with us as simple and secure as possible. We use industry leading secure server technology that implements Secure Socket Layering (SSL) to protect your details and assist your shopping experience. SSL is the industry standard for encryption and enables millions of secure online transactions on a daily basis. Payment transactional data is held, through payment services including: PayPal, Stripe, and WorldPay.

The personal information that we hold will be held securely in accordance with our internal security policy and the law. Any personal information provided will not be shared with any third party agents, so be safe in the knowledge that your data and information will be stored safely and securely.

ORDER ACKNOWLEDGEMENTS AND AMENDING ORDERS

When an order has been placed, and acknowledgement received, please check that all details are correct as we cannot be held responsible if the data inputted is incorrect.

If any information requires to be amended, please send us an email advising on said information that requires amending so that we can update the information before the order is processed and dispatched.

Once an order has been picked it is added to our other customer orders for pick up by our courier services. Understandably, finding this order to then amend and re-pack is logistically very difficult, and these ordes cannot be amended. In these circumstances we can arrange to cancel the order in full to prevent the delivery for you. We can then set up a new order for you to your amended specification.

To add products to your order - Simply place a new order for these items, or give us a call to place the new order over the phone.
To change or remove products - Please call us to cancel the original order and place a new order.

CANCELLING ORDERS

Please advise us as early as possible if you need to cancel your order.

Unfortunately, if the order has already been despatched we will be unable to cancel the order and it will have to be dealt with as a RETURN ORDER.

SAMPLES POLICY

You are welcome to order as many sample handles as you wish. Your order will be processed in the normal manner and payment is required. However we will then refund in full the cost of any or all the handles when you return them to us. The only cost to you will be the carriage charge.

PRODUCT GUARANTEES

The majority of the products we sell online carries the relevant manufacturers mechanical guarantee, this varies in length but is usually a minimum of 12 months. We are happy to announce that all items on our website are guaranteed for 1 Year (internal use only), subject to due care and attention via cleaning and oiling where necessary, and that the product(s) are fitted within the right environment and have not been personally damaged or tampered with, and also fitted properly and efficiently. We pride ourselves on the service we offer and as such you will never be referred to the manufacturer to exercise your guarantee, we will arrange and deal with any problems for you.

Please note: any items fitted externally are not covered under any guarantee, due to the unknown nature of the external conditions said item(s) would be fitted in.

RETURNS/REFUNDS*

Goods ordered in error, surplus to requirements or unsuitable may be returned to us within 30 days of receipt.

You will only be refunded your delivery cost if the return is due to our error (i.e. a faulty product or incorrect shipment). If we agree to provide you with a refund, we will credit your credit/debit card account within 30 days of receipt of the returned product.

You may cancel your order at any time prior to the order being dispatched.

If you have notified us of a problem with your order, we will either make good on any shortage or non-delivery; replace or repair any goods that are damaged or defective upon delivery; or refund you the full amount paid for the goods in question.

*Goods must be returned to us in their original packaging with all fixings, unused and in a re-saleable condition. If the goods arrive back damaged, with parts missing or in damaged packaging, we will not be able to issue a refund. (Please note that any items damaged or scratched whilst in transit to us will be deemed un-saleable. Therefore please pack them carefully).

It is the customer's responsibility to return the goods (unless specified) and we recommend that you return your item(s) using a signed for service that provides you with proof of delivery to us. We will not be held responsible for items that are lost in transit.

If you have simply changed your mind about any item ordered and you wish to return it, then you can do so provided you inform us of your decision within 30 days of receipt. The item must NOT be used and must be 'as new' when returned to us. Once the item is received at Brass works ltd., we will issue a full refund for the product to your original payment method. Please note this policy has some limitations and does not apply to business customers. If you need to return items to us please notify us at [email protected] to obtain required authorisation and information and quote this when returning items.

Items missing upon receipt of order

In the unlikely event of the Order being supplied incomplete the Buyer must notify the Seller in writing within 24 HOURS of delivery. Failure to comply will void any liability to the Buyer, held by the Seller.

Items Damaged in Transit
If any items were damaged in transit, we ask that you report this to us within 02 working days by e-mail or over phone. If the items are visibly damaged on receipt, we advise that you sign the carrier's delivery note accordingly. We require that any products that you need to return be in their original packaging complete with all accessories and documentation. We will issue a replacement or full refund to you within 30 days via your original payment method and reimburse your reasonable return carriage costs.

Items Faulty on Arrival
In the unlikely event that your items are faulty on arrival, you have 30 days in which to inform us of the fault . We advise that items are returned with their original packaging and complete with all accessories and documentation. Our technicians will thoroughly test returned items, if a problem is identified then we will issue a replacement or full refund to you via your original payment method and reimburse any reasonable return carriage costs, should items be found not faulty then we will return them to you, in this instance you will be liable for the return carriage.

Items Faulty in Warranty Period
If any of the goods purchased develop a fault, and it's more than 30 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a manufacturer's warranty repair. If the item cannot be repaired then we shall either offer a 'free of charge replacement, or a full refund for the product.

Please note: We reserve the right to 'NOT' issue a refund for returned goods if they are in anyway damaged, been fitted and not in a resellable condition, lost in transit, not in their original packaging or returned outside of the time frame provided.

Please note: Any refund will take between 5 to 10 days to be credited to your original method of payment.

SPECIAL ORDERS

We CANNOT accept returns of non-stocked products that we have specially ordered in for you or bespoke products, unless faulty. We also reserve the right to decline a cancellation of a special order if the item has been partly or wholly made.

INCREASE IN PRICE

Due to manufacturing price increases, some products may have increased in price since we first started trading via the internet. This is due to suppliers increasing product prices themselves, to keep up in the current climate.

We will strive to keep our prices level, but in some circumstances we have no choice but to amend the price. Any prices increases will be kept to the minimum to ensure you, the customer, still receives a competitive market price for the goods that we currently sell.

AVAILABILITY AND DESCRIPTION OF GOODS

Images should be used as a guidance only, as the final product may vary in size, shape and colour from what is shown on the product image. As many finishes can vary in colour due to photographic and colour reproduction. We cannot be held responsible if the finish differs from the image shown on our website, or if different from a sample bought at an earlier period. We try to match as close as possible to the final product you receive. Many products are provided with technical drawings to provide a clear aspect of the sizes and dimensions associated with the product, these measurements are always an approximate due to manufacturing tolerances. We recommend waiting for your product before any pre-planned work.

We hold the right to refuse the sale of any item we sell.

Any items we have in stock, on day of purchase, will be dispatch that very same day or next day, if ordered before 3:00pm (working days only).

We try to hold as much stock as possible, but in the case we don't have stock of the item(s) you've ordered we would order the item(s) in from our suppliers, which usually arrive with us on the next working day (on occasions due to unmitigating circumstances this may not be achieved). As soon as your items are available, ready for dispatch, we will ship them out for next day delivery (UK mainland Only).

In the case that any items ordered are out of stock, unavailable for a longer period of time, we will endeavour to contact you as soon as possible of the delay, and offer further options.

VAT INFORMATION

VAT is applied to all items on our website and must be paid if you are using a UK billing address.

VAT is removed to anyone purchasing goods outside the EU, or within the EU if they have a Valid VAT number.

If a customer within the EU does not have a valid VAT number, the full VAT price will be included to the order.

PRODUCT FINISH/COLOUR

The illustrations shown on the Website provide a good representation of the product finishes subject to the constraints of photography processing. Viewing the actual finishes in differing types of light may however cause subtle perceived differences in colour tone. Colour tone may also vary during the process of manufacturing which are beyond our control. Colour tolerances must be accounted for and thus we cannot accept responsibility for any differences within the finish shown.

PRODUCT INSTALLATION

We cannot be held liable if product installation takes longer than expected to complete, due to the differences between each product and the type of item they are being fitted to.

Please allow for additional time when fitting each item to accommodate for any issues that may occur.