Terms & Conditions
This document specifies the conditions by which you interact with us through the website www.rattwood.com or via telephone (“Our Contact Centre”).
Please read these Terms and Conditions carefully and ensure that You understand them before Interacting with Us or ordering any Goods from Us. We recommend that You retain a copy of these Terms and Conditions for future reference.
By Interacting with Us via Our Website or Our Contact Centre You agree to these Terms and Conditions. You will be required to read and accept these Terms and Conditions when ordering Goods. If You do not agree to comply with and be bound by these Terms and Conditions, You will not be able to Interact with Us or order Goods from Us.
These Terms and Conditions may change at any time and any changes will take effect on the date they are published on Our Website. Please check for updated versions of these Terms and Conditions every time You visit Our Website.
All Goods, promotions, offers, and pricing are subject to availability, delivery volumes and collections.
1. General Terms and Conditions
1.1 Your Account
1.1.1 You will require an Account in order to fully Interact with Us including placing orders with Us.
1.1.2 You must be over 18 years of age to create an Account.
1.1.3 When creating an Account, the information You provide must be accurate and complete. If any of Your information changes at a later date, it is Your responsibility to ensure that Your Account is kept up-to-date.
1.1.4 We recommend that You choose a strong password for Your Account. It is Your responsibility to keep Your password safe. If You believe Your Account is being used without Your permission, You must contact Us immediately.
1.1.5 We will not be liable for any unauthorised use of Your Account.
1.1.6 You must not use anyone else’s Account.
1.1.7 You must not share Your Account with anyone else or give Your permission for anyone else to use Your Account.
1.1.8 Any personal information provided in Your Account will be protected.
2.2 Goods, Pricing and Availability
2.2.1 We make every effort to ensure that the description and graphic representation of our products are in accordance with valid goods:
220.127.116.11 Images of Goods are for illustrative purposes only. There may be slight variations in colour between the image of a product and the actual product sold due to differences in computer displays and lighting conditions.
2.2.2 Where appropriate, You may be required to select the required size, model, colour, number, of the Goods that You are purchasing.
2.2.3 We make all reasonable efforts to ensure that all prices published by Us are correct at the time of publication. We reserve the right to change prices and to add, or remove special offers from time to time and as necessary. Changes in price will not retrospectively affect any Order that You have already placed unless the pricing shown was incorrect.
2.2.4 All prices are checked by Us when We process Your Order. In the unlikely event that We have shown incorrect pricing information, We reserve the right to cancel all or part of Your Order.
2.2.5 In the event that the price of Goods You have ordered changes between Your Order being placed and Us processing that Order and taking final payment, You will be charged the price published at the time of placing Your Order.
2.2.6 All prices published by Us include VAT.
2.2.7 Delivery charges are not included in the price of Goods published by Us. Please see Our Website for full details of our delivery options and related charges.
2.2.8 Prices that are reduced for sales and promotional reasons are only valid for the period specified.
1.3 Manufacturer’s Warranties
The manufacturer’s warranty exists in addition to Your legal rights as a consumer (that the Goods match their description, that they are of satisfactory quality and that they are fit for purpose). For Goods that do not match their description, are not of satisfactory quality, or are not fit for purpose, You may be entitled to return Goods to Us.
3. Distance Interaction & Selling
3.1 The terms herein contained in Section 3 only apply where You Interact with Us or You Order Goods from Us via Our Website or Our Contact Centre.
3.2 Interaction with Our Contact Centre
3.2.1 It is Your responsibility to make any and all arrangements necessary in order to communicate with Our Contact Centre including the cost of any telephone calls, text messages, emails, letters, or any other form of correspondence or communication You exchange with Us.
3.2.2 Communication with Our Contact Centre is provided “as is” and on an “as available” basis. We may alter, suspend or discontinue Our Contact Centre (or any part of it) at any time and without notice. We will not be liable to You in any way if Our Contact Centre (or any part of it) is unavailable at any time and for any period.
3.2.3 Our Contact Centre opening times are published on Our Website. We reserve the right to alter these opening times at any time and without notice.
3.3 Interaction with Our Websites
3.3.1 It is Your responsibility to make any and all arrangements necessary in order to access Our Website.
3.3.2 Access to Our Website is provided “as is” and on an “as available” basis. We may alter, suspend or discontinue Our Website (or any part of it) at any time and without notice. We will not be liable to You in any way if Our Website (or any part of it) is unavailable at any time and for any period.
3.3.3 We exercise all reasonable skill and care to ensure that Our Website are secure and free from viruses and other malware. However insofar as is permitted by law, We make no representation, warranty, or guarantee that Our Website will meet Your requirements, that they will not infringe the rights of third parties, or that they will be compatible with all software and hardware, or that they will be secure.
3.3.4 You are responsible for protecting Your hardware, software, data and other material from viruses, malware, and other internet security risks.
3.3.5 You must not deliberately introduce viruses or other malware, or any other material which is malicious or technologically harmful either to Our Website or use Our Website as a vehicle to transfer such viruses or other malware.
3.3.6 You must not attempt to gain unauthorised access to any part of Our Website, the servers on which Our Website are stored, or any other server, computer, or database connected to Our Website.
3.3.7 You must not attack Our Website by means of a denial of service attack, a distributed denial of service attack, or by any other means.
3.3.8 You may only use Our Website in a manner that is lawful including:
18.104.22.168 You must ensure that You comply fully with any and all local, national or international laws and/or regulations;
22.214.171.124 You must not use Our Website in any way, or for any purpose, that is unlawful or fraudulent;
126.96.36.199 You must not use Our Website to knowingly send, upload, or in any other way transmit data that contains any form of virus or other malware, or any other code designed to adversely affect computer hardware, software, or data of any kind;
188.8.131.52 You must not use Our Website in any way, or for any purpose, that is intended to harm any person or persons in any way.
3.3.9 We reserve the right to suspend or terminate Your access to Our Website if You materially breach the provisions these Terms and Conditions. Specifically, We can take of the following actions:
3.3.91 Suspend, whether temporarily or permanently, Your ability to access Our Website;
3.4 The contract
3.4.1 Our Website or Our Contact Centre will guide You through the ordering process. Before submitting Your Order to Us You will be given the opportunity to review Your Order and amend it. Please ensure that You have checked Your Order carefully before placing it.
3.4.2 No part of Our Website or Your communication with Our Contact Centre constitutes a contractual offer capable of acceptance. Our acknowledgement of receipt of Your Order by means of an Order Processing Notification mean that We have accepted it. Your Order constitutes a contractual offer that We may, at Our sole discretion, accept.
3.4.3 The Order Processing Notification shall contain the following information:
184.108.40.206 Confirmation of the Goods and the quantity ordered;
220.127.116.11 Fully itemised pricing for the Goods ordered including, where appropriate, taxes, delivery and other additional charges.
3.4.4 We require an accurate, valid email address for You so that We may send You an Order Processing Notification. If You do not provide an accurate, valid email address to Us when placing Your Order We do not accept any responsibility for Your failure to receive an Order Processing Notification or any communication relating to Order Acceptance Events that follow thereafter.
3.4.5 If We, for any reason, do not accept or cannot fulfil Your Order, no payment shall be taken under normal circumstances. If We have taken payment any such sums will be refunded to You as soon as possible.
3.6 Fulfilment of Goods, Risk and Ownership
3.6.1 When you buy goods from us, you will be provided with a predicted date, dates or date ranges to execute your order or the parts from which it is made up. If we delay the execution of your order, we will execute it within 30 calendar days from the date of the notice of the order processing - this is the latest date, unless otherwise agreed and no other major-gravity circumstances arise.
3.6.2 The goods ordered by us will be delivered by courier service or by our own transport of our choice.
3.6.3 In the unlikely event that We fail to deliver the Goods within 30 calendar days of the Order Processing Notification (unless otherwise indicated by the Order Processing Notification that fulfilment of all or part of the Goods would be after this date), if any of the following apply You may cancel Your Order immediately:
18.104.22.168 We have refused to deliver Your Goods; or
22.214.171.124 In light of all relevant circumstances, delivery within that time period was essential; or
126.96.36.199 You told Us when ordering the Goods that delivery within that time period was essential.
3.6.4 If You do not wish to cancel Your Order under the terms set out in 3.6.3 or if none of the specified circumstances apply, You may specify a new reasonable fulfilment date that is achievable by Us. If We fail to fulfil the Goods by this date for a reason of our sole responsibility, You may then cancel Your Order.
3.6.5 Where You have ordered Goods from Us for delivery, fulfilment shall be deemed complete once We have delivered the Goods to an address provided by You including, where relevant, any alternative address provided in Your Order.
3.6.6 Ownership of the Goods passes to You once We have received payment in full of all sums due relating to Your Order including any applicable fulfilment charges.
3.7 Faulty, Damaged or Incorrect Goods
3.7.1 We must provide Goods that are of satisfactory quality, fit for purpose, as described at the time of purchase subject to the terms set out in clause 2.2, in accordance with any pre-contract information We have provided, and that match any samples or models that You have seen or examined (unless We have made You aware of any differences. If any Goods You have purchased do not comply and, for example, have faults or are damaged when You receive them, or if You receive incorrect Goods, please contact Us as soon as reasonably possible to inform Us of the fault, damage or error, and to arrange for a refund, repair or replacement.
3.7.2 In the event that Goods sold by Us to You do not conform with the terms set out in 3.7.1 and We at our sole discretion agree that it is not due to Your operation, use or handling of the Goods that is the cause, beginning on the day that You receive the Goods You have a 30 calendar day right to reject the Goods and to receive a full refund. Alternatively, You may request a repair of the Goods or a replacement. Should We agree to repair or replace the Goods We will bear any associated costs and will carry out the repair or replacement within a reasonable time and without significant inconvenience to You. In certain circumstances, where We at our sole discretion decide that a repair or replacement is impossible, disproportionate, or not commercially viable, We reserve the right to instead offer You a full refund.
3.7.3 If, after a repair or replacement, the Goods still do not conform (or if We cannot do so as previously described, or have failed to act within a reasonable time or without significant inconvenience to You), You may have the right either to keep the Goods at a reduced price, or to reject them in exchange for a refund. If You exercise the final right to reject the Goods more than six months after You have received the Goods, We may reduce any refund to reflect the use that You have had out of the Goods.
3.7.4 Please note that You will not be eligible to a repair, replacement, or refund under the terms set out in 3.7.2 or 3.7.3 if We informed You of the fault(s), damage or other problems with the Goods before Your purchase of the them and it is because of the same issue that You now wish to return them; if You have purchased the Goods for an unsuitable purpose that is neither obvious nor made known to Us and the problem has resulted from Your use of the Goods for that purpose; or if the problem is the result of normal wear and tear, misuse or intentional or careless damage. Please also note that You may not return Goods to Us under the terms set out in 3.7.2 or 3.7.3 merely because You have changed Your mind.
3.7.5 If you wish to return the Goods to us for any reason, you must inform us within 14 calendar days from the date of the Goods, by sending us an e-mail.
3.7.6 When returning Goods to Us it is Your responsibility to ensure that the Goods are packaged properly and carefully so that no damage is caused to them. Failure to do so may result in Your returned Goods being refused and/or any refund due being reduced in value. If You are returning Goods due to changing Your mind then they must be returned to Us in an un-used and re-saleable condition or they may not be accepted.
3.7.7 Where You return Goods to Us without prior notification or without using the Returns Authorisation Process, or if the item is untraceable, refunds cannot be provided. The burden of proof is Yours to prove that Goods have been returned to Us and to ensure they are returned safely and are not damaged in transit. If You return Goods to Us without prior notification or authorisation by Us, You will be liable for any costs which You incur.
3.7.8 If a refund is required due to a product being returned to Us We will only issue that refund once We have received the returned Goods. Refunds will be processed as soon as possible and within 14 calendar days of receipt of the returned Goods unless We have reason to challenge Your reason for returning the Goods.
3.7.9 Where You return all of the Goods from Your Order to Us in full and You notified Us of Your intention to do so using the Returns Authorisation Process and all those Goods returned have been returned to Us for a valid reason, You will also be refunded any delivery charges paid by You when the Goods were originally purchased. If You return only part of Your Order to Us You will not be entitled to any refund of delivery charges paid by You when the Goods were originally purchased.
3.8 Cancelling and Returning Goods if You Change Your Mind
3.8.1 You have the right to a “cooling off” period within which You can cancel the Contract for any reason. This period begins once the first Order Acceptance Event occurs in relation to Your Order, or 12 hours after Us sending You an Order Processing Notification where We have not subsequently informed You of our intention to cancel all or part of Your Order, whichever is the earlier, i.e. when the Contract between You and Us is formed.
3.8.2 If the Goods are being delivered to You in a single instalment (whether single or multiple items), the cooling off period ends 14 calendar days after the day on which You receive the Goods.
3.8.3 If Goods are delivered in separate batches on separate days, the "freezing" period ends every 14 calendar days from the day you receive each batch of the Goods
3.8.4 If you wish to exercise your right to be heard during the "freezing" period, you must inform us of your place during the cooling period by sending a letter to our e-mail available on our website. Please note that the "freezing" period lasts throughout the calendar day. If, for example, you notify us of your intention to return the Goods to us, using the return authorization procedure at 23:59 on the last day of the "freeze" period, your cancellation will be valid and acceptable.
3.8.5 Prior to any cancellation by You under the “cooling off” period You must take reasonable care of the Goods and must not use them otherwise You will be unable to cancel Your Order under the terms set out in 3.8.1.
3.8.6 Please note that You may lose Your legal right to cancel in the following circumstances:
188.8.131.52 Goods have been personalised or made to Your specification; and
184.108.40.206 You have assembled the Goods and/or started using the Goods;
220.127.116.11 The Goods were made to order or were sourced by Us specifically for You.
3.8.7 Please ensure that You return Goods to Us no more than 14 calendar days after the day on which You have informed Us that You wish to cancel.
3.8.8 Refunds that We agree to pay to You in relation to Your cancellation during the “cooling off” period will be issued to You within 14 calendar days of the following:
18.104.22.168 The day on which We receive the Goods back; or
22.214.171.124 If We have not yet despatched the Goods to You, the day on which You inform Us that You wish to cancel the Contract.
3.8.9 The refund may be reduced for any damage to the quality of the Goods due to your improper handling. The term "malpractice" means any behavior that may harm the product. Please note that if we return the amount of money before we receive the Goods and have the opportunity to verify them, we may subsequently charge you the appropriate amount if we find that the goods have been damaged or to refuse full refunds.
4. Events Outside of Our Control (Force Majeure)
4.1 We will not be liable for any failure or delay in performing Our obligations where that failure or delay results from any cause that is beyond Our reasonable control. Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war (declared, undeclared, threatened, actual or preparations for war), epidemic or other natural disaster, or any other event that is beyond Our reasonable control.
4.2 If any event described in 4.1 occurs that is likely to adversely affect Our performance of any of Our obligations under these Terms and Conditions:
4.2.1 We will inform You as soon as is reasonably possible;
4.2.2 Our obligations under these Terms and Conditions (and therefore the Contract) will be suspended and any time limits that We are bound by will be extended accordingly;
4.2.3 We will inform You when the event outside of Our control is over and provide details of any new dates, times or availability of Goods as necessary;
4.2.4 If the event outside of Our control continues for more than 16 weeks We will cancel the Contract and inform You of the cancellation. Any refunds due to You as a result of that cancellation will be paid to You as soon as is reasonably possible and in any event within 5-7 calendar days of the date on which the Contract is cancelled;
4.2.5 If an event outside of Our control occurs and continues for more than 16 weeks and You wish to cancel the Contract as a result, You may do so. Any refunds due to You as a result of such cancellation will be paid to You as soon as is reasonably possible and in any event within 5-7 calendar days of the date on which the Contract is cancelled.
4.2.6 If the Contract is cancelled by You or by Us as set out in 4.2, if any Goods are in Your possession then We reserve the right to require the return of such Goods to Us within 14 calendar days from the first day of our request.