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Terms of Sale
PAYMENT - We accept personal cheques, banker's drafts, postal orders and debit/credit cards. We accept Solo, Switch, Mastercard, Delta and Visa.
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All goods must be paid for at the time of ordering. Credit/debit card payments will be taken in full at the time of ordering. Where a cheque, postal order, bank transfer (BACS) or bankers draft are submitted, the order will not be processed until cleared funds are received. In the case of large value orders, a deposit may be accepted with the order with the balance being paid when the goods are ready for despatch.
VAT - All our displayed prices include VAT at the current rate.
MAKING A PURCHASE - Making a purchase is simple - just browse our catalogue and click the "buy" button on any items that you wish to purchase to put them in the shopping basket. To view your selection at any time click on the "view basket" button that can be found at the bottom of any product page. After you have finished your selection, click on "view basket" button and you will be able to proceed to checkout where you will be asked to fill in a form with some personal details and your selected payment method. You can make changes to your basket contents via the "view basket" button.
CREDIT CARD SECURITY - Your credit or debit card will be processed by the SagePay payment gateway. SagePay's security page can be found at http://www.sagepay.com/security_policy. The shopping cart software is supplied by Tienda and uses the highest level of SSL security software ensuring that all your personal details reach us safely.
PRIVACY POLICY - We do not disclose customer information to any third parties except in order to arrange a delivery relating to an order you have placed. Cookies are used on this shopping site but only to keep track of the contents of your shopping cart once you have selected an item. We will only collect the personal information that is necessary to complete your order. We will not collect or request any other personal information from you. We will not send any email to you or telephone you without your consent, other than where connected with a current order, i.e to advise of delivery dates, backorders etc.
DELIVERY CHARGES - All orders over £150.00 GBP will be sent carriage free to all mainland UK and Isle of Wight destinations. Delivery to all other destinations will incur a carriage surcharge*. If we receive an order that incurs a carriage surcharge we will email a shipping quote to the address included with the order. Payment will not be taken and the order will not be processed until we have received confirmation that the carriage charge is acceptable.
All orders under £150.00 to all mainland UK and Isle Of Wight destinations will incur a carriage & admin charge; Items over 90cm long will be sent via carrier (CityLink) at a cost of either £8.99 or £13.99. Items under 90cm long can be sent at a much reduced rate via Royal Mail but no less than our minimum postage charge of £2.50. If you place an order totalling less than £45.00 through the website our shopping cart will automatically add a carriage charge of £10.00, however we will adjust the shipping charge accordingly before we charge your card. If you would like a postage quote before you place your order please email us with your requirements first.
*Carriage surcharges:
Northern Ireland: Orders under £150.00 will incur a £22.00 delivery charge. Orders over £150.00 will incur a £12.00 delivery charge. Offshore UK, Channel Islands, Isle Of Man and Republic of Ireland: Orders under £45.00 will incur a £25.00 delivery charge. Orders over £45.00 will incur a £15.00 delivery charge.
DELIVERY TIMES - Please note that delivery times given on the product pages are given in working days and are estimated delivery times only beginning the next working day after the order is placed. Goods will be dispatched as soon as they become available to us. Many stock items can be dispatched within 24 hrs. Special order items may take up to 14 working days. Custom-made items may take up to 21 working days. In all cases and due to matters out of our control, this time scale may be extended to 30 working days. In the case of some custom-made items the delivery schedule may be extended to 40 working days.
PERFORMANCE - Except in the case of custom-made items, or unless the parties agree otherwise, we shall perform the contract within a maximum of 30 days beginning the next working day after the order is placed. In the unlikely event that the 30 days expires we shall inform you with the option to cancel and be reimbursed any sum paid by or on behalf of you under or in relation to the contract to the person by whom it was made. We will not be liable for any external costs you may incur as a result of receiving late, incorrect or damaged goods.
BACK ORDERS - If your item is not in stock, we will back order it for you. In the event that goods are out of stock or not available to be delivered within the 30 day contact period we may send substitute goods equal to or better quality and value to the original goods ordered.
DELIVERY PROCEDURE - Although not always possible and only as a courtesy, we will endeavour to inform you, usually by email on the day of despatch, that your order has been sent. Please be aware however, that it is your responsibility to be available to receive the consignment at all times from the time the order is placed. Delivery will be either by private carrier company (CityLink) or Royal Mail and your parcel will need signing for (unless we have been instructed by you to leave the consignment in a designated place unattended and unsigned for*).
Although multiple delivery attempts may be made (at the discretion of the individual carrier company involved), only one delivery attempt per consignment is guaranteed. Deliveries will be performed between 9am and 6pm Monday to Friday inclusive. If a private carrier company is unable to deliver they may leave a contact card with details of how to arrange redelivery or collection of the consignment from their depot. The private carrier company will hold the consignment at their depot for 3-5 working days while they await contact from you. If 3-5 working days expire with no contact from you the consignment will be returned to us (or our supplier). Royal Mail will leave a note informing you there is a parcel at your local Post Office. Similarly, they will hold the parcel at your local sorting office for up to 5 working days before returning it to us.
If your consignment is returned to us undelivered it will be held for a further 10 working days while we await contact from you. If 10 days elapse with no contact from you we will do one of the following; 1.) contact you to offer re-delivery of the consignment at your own cost. 2.) Refund the cost of the goods less the original delivery cost and return delivery cost. 3.) In the case of custom-made items no further action or refund will be made.
DO NOT REFUSE DELIVERY OF YOUR ORDER EITHER AT THE DOOR OR VIA THE CARRIER AT THEIR LOCAL DEPOT FOR ANY REASON EVEN IF YOU HAVE ATTEMPTED TO CANCEL YOUR ORDER PRIOR TO DELIVERY. REFUSAL OF A DELIVERY WILL INCUR A NON-REFUNDABLE CHARGE OF £20.00.
* UNATTENDED DELIVERY - Where we are instructed by you to leave a parcel unattended and unsigned for (eg when left in the garage, greenhouse, behind fence etc) we will not be liable for any loss or damage that may occur once the goods have been left.
RETURNS - Please check your order within 3 days of its arrival. Should any item be delivered faulty, incorrectly or in a damaged condition please notify us* in writing (email, fax or post) immediately and return the goods to us at Cotswold Thresholds, Unit 6, Priory Industrial Estate, London Road, Tetbury, Gloucestershire, GL8 8HZ with all original packaging included. Once in our possession we will inspect the goods and contact you to discuss a resolution ; 1.) If the item is found to be faulty, incorrect or damaged, replace the goods and refund the cost of the return. 2.) If the item is found to be faulty, incorrect or damaged, refund both the cost of the goods and the cost of the return. 3.) In the event that the goods are found not to be faulty, incorrect or damaged we will make the goods available for redelivery or collection at your own cost. We may not be liable for any external costs you may incur as a result of receiving faulty, incorrect or damaged goods.
*Some products are sent directly from our suppliers to save time. Please DO NOT contact them directly. All notifications of faulty, damaged or incorrect goods should be made only to us using the contact details below.
COLOURS & FINISHES - Although we try very hard to represent colours and finishes as accurately as possible we cannot guarantee products will be exactly as you see them on your monitor. Different monitors and graphics settings mean colours and finishes look different from one pc to another. If you would like to be sure of a finish we will be happy, where possible, to provide a sample.
RIGHT TO CANCEL: Except in the case of custom-made goods orders may be cancelled up to 7 days starting the day after completion/receipt of the order. Cancellation notices must be received in writing by email, fax or post clearly stating the order details and within the 7 day period. Goods must then be returned in as new and unused condition as possible at your own risk and cost within 10 working days or as soon as possible starting the day after the completion/receipt of the order. A full refund will be made as soon as possible and in any event within 30 days.
Attempts to cancel an order before it has been despatched by us must be made by person to person telephone conversation only. Cancellation of an order before despatch is not guaranteed unless expressly confirmed by us in writing by email or fax. Cancellations left by way of recorded message on our answer machine, by email or by fax will not be accepted.
Where goods are not returned within the 10 working day period but within a 21 working day period, a full refund less the cost of the original delivery and a 25% handling fee will be made as soon as possible after the goods are received back and in any event within 30 days.
Cancelled orders that are not returned to us within 21 working days must be kept in good, safe condition and made available to us for collection. Where collection of the goods has been arranged by us, a full refund less the cost of the original delivery, the cost of the collection/return and a 25% handling fee will be made as soon as possible after the goods are received back and in any event within 30 days.
Where the original delivery is refused at the door by the customer and returned by the carrier that made the original delivery, a full refund less the cost of the original delivery and the return delivery will be made as soon as possible after the goods are received back and in any event within 30 days.
Cancellation of goods received after the 7 working day period will not be accepted and cannot be returned. Goods cancelled within the 7 working day period but not returned or made available for collection by us within the 21 working day period will not be accepted back for return.
Although we can arrange collection of goods to be returned, we cannot guarantee coordinating it with delivery of a new order. As we use independent carriers we cannot offer it as a free service. If you would still like us to arrange collection the cost will be £20.00 for most mainland UK addresses. For Highlands and offshore addresses please contact us for a quote.
DO NOT REFUSE DELIVERY OF YOUR ORDER AT THE DOOR OR VIA THE CARRIER AT THEIR LOCAL DEPOT FOR ANY REASON EVEN IF YOU HAVE CANCELLED YOUR ORDER PRIOR TO DELIVERY. REFUSAL OF A DELIVERY WILL INCUR A NON-REFUNDABLE CHARGE OF £20.00.
COMPLAINTS - All complaints will be dealt with as soon as they are received and should it be required, a reply will be made within 5 working days by the same method as that used to convey the original complaint. Our reply will outline any action or remedy that we can make to satisfy your grievance. If a remedy cannot be found immediately we will keep you informed as to progress towards a workable solution that is satisfactory to both parties. If after 21 days we cannot resolve the complaint then, where applicable, a full refund will be made. Where the complaint refers to our quality of service then we will address the problem with immediate effect, where possible, and will inform you of any action we have taken to ensure the problem does not re-occur. We aim to provide a fair and effective remedy to all complaints which will be treated in the strictest of confidence.

PAYMENT - We accept personal cheques, banker's drafts, postal orders and debit/credit cards. We accept Solo, Switch, Mastercard, Delta and Visa. ]All goods must be paid for at the time of ordering. Credit/debit card payments will be taken in full at the time of ordering. Where a cheque, postal order, bank transfer (BACS) or bankers draft are submitted, the order will not be processed until cleared funds are received. In the case of large value orders, a deposit may be accepted with the order with the balance being paid when the goods are ready for despatch.

VAT - All our displayed prices include VAT at the current rate.

MAKING A PURCHASE - Making a purchase is simple - just browse our catalogue and click the "buy" button on any items that you wish to purchase to put them in the shopping basket. To view your selection at any time click on the "view basket" button that can be found at the bottom of any product page. After you have finished your selection, click on "view basket" button and you will be able to proceed to checkout where you will be asked to fill in a form with some personal details and your selected payment method. You can make changes to your basket contents via the "view basket" button.

CREDIT CARD SECURITY - Your credit or debit card will be processed by the SagePay payment gateway. SagePay's security page can be found at http://www.sagepay.com/security_policy. The shopping cart software is supplied by Tienda and uses the highest level of SSL security software ensuring that all your personal details reach us safely.

DELIVERY CHARGES - All orders over £150.00 GBP will be sent carriage free to all mainland UK and Isle of Wight destinations. Delivery to all other destinations will incur a carriage surcharge*. If we receive an order that incurs a carriage surcharge we will email a shipping quote to the address included with the order. Payment will not be taken and the order will not be processed until we have received confirmation that the carriage charge is acceptable.

All orders under £150.00 to all mainland UK and Isle Of Wight destinations will incur a carriage & admin charge; Items over 90cm long will be sent via carrier (CityLink) at a cost of either £8.99 or £13.99. Items under 90cm long can be sent at a much reduced rate via Royal Mail but no less than our minimum postage charge of £2.50. If you place an order totalling less than £45.00 through the website our shopping cart will automatically add a carriage charge of £10.00, however we will adjust the shipping charge accordingly before we charge your card. If you would like a postage quote before you place your order please email us with your requirements first.
*Carriage surcharges:Northern Ireland: Orders under £150.00 will incur a £22.00 delivery charge. Orders over £150.00 will incur a £12.00 delivery charge. Offshore UK, Channel Islands, Isle Of Man and Republic of Ireland: Orders under £45.00 will incur a £25.00 delivery charge. Orders over £45.00 will incur a £15.00 delivery charge.

DELIVERY TIMES - Please note that delivery times given on the product pages are given in working days and are estimated delivery times only beginning the next working day after the order is placed. Goods will be dispatched as soon as they become available to us. Many stock items can be dispatched within 24 hrs. Special order items may take up to 14 working days. Custom-made items may take up to 21 working days. In all cases and due to matters out of our control, this time scale may be extended to 30 working days. In the case of some custom-made items the delivery schedule may be extended to 40 working days.

PERFORMANCE - Except in the case of custom-made items, or unless the parties agree otherwise, we shall perform the contract within a maximum of 30 days beginning the next working day after the order is placed. In the unlikely event that the 30 days expires we shall inform you with the option to cancel and be reimbursed any sum paid by or on behalf of you under or in relation to the contract to the person by whom it was made. We will not be liable for any external costs you may incur as a result of receiving late, incorrect or damaged goods.

BACK ORDERS - If your item is not in stock, we will back order it for you. In the event that goods are out of stock or not available to be delivered within the 30 day contact period we may send substitute goods equal to or better quality and value to the original goods ordered.

DELIVERY PROCEDURE - Although not always possible and only as a courtesy, we will endeavour to inform you, usually by email on the day of despatch, that your order has been sent. Please be aware however, that it is your responsibility to be available to receive the consignment at all times from the time the order is placed. Delivery will be either by private carrier company (CityLink) or Royal Mail and your parcel will need signing for (unless we have been instructed by you to leave the consignment in a designated place unattended and unsigned for*). 
Although multiple delivery attempts may be made (at the discretion of the individual carrier company involved), only one delivery attempt per consignment is guaranteed. Deliveries will be performed between 9am and 6pm Monday to Friday inclusive. If a private carrier company is unable to deliver they may leave a contact card with details of how to arrange redelivery or collection of the consignment from their depot. The private carrier company will hold the consignment at their depot for 3-5 working days while they await contact from you. If 3-5 working days expire with no contact from you the consignment will be returned to us (or our supplier). Royal Mail will leave a note informing you there is a parcel at your local Post Office. Similarly, they will hold the parcel at your local sorting office for up to 5 working days before returning it to us.
If your consignment is returned to us undelivered it will be held for a further 10 working days while we await contact from you. If 10 days elapse with no contact from you we will do one of the following; 1.) contact you to offer re-delivery of the consignment at your own cost. 2.) Refund the cost of the goods less the original delivery cost and return delivery cost. 3.) In the case of custom-made items no further action or refund will be made.
DO NOT REFUSE DELIVERY OF YOUR ORDER EITHER AT THE DOOR OR VIA THE CARRIER AT THEIR LOCAL DEPOT FOR ANY REASON EVEN IF YOU HAVE ATTEMPTED TO CANCEL YOUR ORDER PRIOR TO DELIVERY. REFUSAL OF A DELIVERY WILL INCUR A NON-REFUNDABLE CHARGE OF £20.00.

* UNATTENDED DELIVERY - Where we are instructed by you to leave a parcel unattended and unsigned for (eg when left in the garage, greenhouse, behind fence etc) we will not be liable for any loss or damage that may occur once the goods have been left.

RETURNS - Please check your order within 3 days of its arrival. Should any item be delivered faulty, incorrectly or in a damaged condition please notify us* in writing (email, fax or post) immediately and return the goods to us at Cotswold Thresholds, Unit 6, Priory Industrial Estate, London Road, Tetbury, Gloucestershire, GL8 8HZ with all original packaging included. Once in our possession we will inspect the goods and contact you to discuss a resolution ; 1.) If the item is found to be faulty, incorrect or damaged, replace the goods and refund the cost of the return. 2.) If the item is found to be faulty, incorrect or damaged, refund both the cost of the goods and the cost of the return. 3.) In the event that the goods are found not to be faulty, incorrect or damaged we will make the goods available for redelivery or collection at your own cost. We may not be liable for any external costs you may incur as a result of receiving faulty, incorrect or damaged goods.
*Some products are sent directly from our suppliers to save time. Please DO NOT contact them directly. All notifications of faulty, damaged or incorrect goods should be made only to us using the contact details below.

COLOURS & FINISHES - Although we try very hard to represent colours and finishes as accurately as possible we cannot guarantee products will be exactly as you see them on your monitor. Different monitors and graphics settings mean colours and finishes look different from one pc to another. If you would like to be sure of a finish we will be happy, where possible, to provide a sample.

RIGHT TO CANCEL: Except in the case of custom-made goods orders may be cancelled up to 7 days starting the day after completion/receipt of the order. Cancellation notices must be received in writing by email, fax or post clearly stating the order details and within the 7 day period. Goods must then be returned in as new and unused condition as possible at your own risk and cost within 10 working days or as soon as possible starting the day after the completion/receipt of the order. A full refund will be made as soon as possible and in any event within 30 days.
Attempts to cancel an order before it has been despatched by us must be made by person to person telephone conversation only. Cancellation of an order before despatch is not guaranteed unless expressly confirmed by us in writing by email or fax. Cancellations left by way of recorded message on our answer machine, by email or by fax will not be accepted. 
Where goods are not returned within the 10 working day period but within a 21 working day period, a full refund less the cost of the original delivery and a 25% handling fee will be made as soon as possible after the goods are received back and in any event within 30 days.
Cancelled orders that are not returned to us within 21 working days must be kept in good, safe condition and made available to us for collection. Where collection of the goods has been arranged by us, a full refund less the cost of the original delivery, the cost of the collection/return and a 25% handling fee will be made as soon as possible after the goods are received back and in any event within 30 days.
Where the original delivery is refused at the door by the customer and returned by the carrier that made the original delivery, a full refund less the cost of the original delivery and the return delivery will be made as soon as possible after the goods are received back and in any event within 30 days.
Cancellation of goods received after the 7 working day period will not be accepted and cannot be returned. Goods cancelled within the 7 working day period but not returned or made available for collection by us within the 21 working day period will not be accepted back for return.
Although we can arrange collection of goods to be returned, we cannot guarantee coordinating it with delivery of a new order. As we use independent carriers we cannot offer it as a free service. If you would still like us to arrange collection the cost will be £20.00 for most mainland UK addresses. For Highlands and offshore addresses please contact us for a quote.
DO NOT REFUSE DELIVERY OF YOUR ORDER AT THE DOOR OR VIA THE CARRIER AT THEIR LOCAL DEPOT FOR ANY REASON EVEN IF YOU HAVE CANCELLED YOUR ORDER PRIOR TO DELIVERY. REFUSAL OF A DELIVERY WILL INCUR A NON-REFUNDABLE CHARGE OF £20.00.

COMPLAINTS - All complaints will be dealt with as soon as they are received and should it be required, a reply will be made within 5 working days by the same method as that used to convey the original complaint. Our reply will outline any action or remedy that we can make to satisfy your grievance. If a remedy cannot be found immediately we will keep you informed as to progress towards a workable solution that is satisfactory to both parties. If after 21 days we cannot resolve the complaint then, where applicable, a full refund will be made. Where the complaint refers to our quality of service then we will address the problem with immediate effect, where possible, and will inform you of any action we have taken to ensure the problem does not re-occur. We aim to provide a fair and effective remedy to all complaints which will be treated in the strictest of confidence.