Consumer terms and conditions of sale

Our company details are as follows:

  • registered in England and Wales
  • company number: 03002864
  • registered office address: Whitebridge Way, Stone, Staffordshire, ST15 8GH
  • VAT number: 655198212

Contact our Customer Services Team:

  • shop@alsecco.co.uk - we will endeavour to reply to your email within 24 hours)
  • 01785 818998 - you can contact our advisers Monday – Friday between 9am – 5pm
  • Whitebridge Way, Stone, Staffordshire, ST15 8GH - we will endeavour to reply to your letter within 7 days of receipt

In these terms “we”, “us” or “our” refers to Alsecco (U.K.) Limited.

These terms apply to transactions between us and you if you are a consumer. These terms do not apply if you are a business customer. We have a separate set of terms that apply to transactions between us and business customers which you can access by clicking this link: RWA – INSERT LINK to BUSINESS TERMS.

Please read these terms carefully because, by placing an order through our website, you agree to be bound by them if we accept your order. If you do place an order through our website we suggest that you print a copy of these terms for your future reference.

We amend our terms from time to time. You can see when our terms were last updated by checking the date at the bottom of this page. Changes will not affect orders that have already been accepted, just future orders. Every time you wish to place an order through our website please check back to this page first to see whether we have made any changes.

We will only use your personal details in accordance with our privacy policy which you can access by clicking this link: RWA - INSERT LINK TO PRIVACY POLICY. We recommend you read our privacy policy as it contains important terms which apply to you including when we may contact you.

Nothing in these terms affects your statutory rights as a consumer. We suggest contacting your local Citizens' Advice Bureau or Trading Standards Office if you need advice about your statutory rights.

All products shown on our website are for delivery to addresses in [mainland Great Britain (unfortunately we cannot deliver to addresses outside mainland Great Britain including the Isle of Wight, the Isle of Man, the Channel Islands, the Isles of Scilly, the Scottish Isles and Northern Ireland)]. You can find a full list of members of our group of companies and the places that our group of companies deliver to by clicking this link: www.alsecco.de

1. Products
  • 1.1 All images, product descriptions and product advertising are for illustrative purposes only. Although we make every effort to accurately reflect the products in those materials we cannot guarantee that they are error free or, in the case of images, that the colour, size, finish or scale of the products will be accurately reflected as this is dependent on factors outside our control (including your web browser settings and screen settings). We recommend ordering a sample or tester to ensure that you are happy with the colour and finish of the product before ordering the required quantity for your project. These terms also apply to any order for samples or testers that you place on us.
  • 1.2 You should satisfy yourself that the products are suitable for your particular purposes by checking the technical information given with the product description on this website and on the product packaging. If you have any doubts we recommend that you seek specialist advice or contact our customer service team.
    1.3 The technical information will give you an indication of the amount of product required to cover a certain area but this may vary depending on factors outside our control including the surface to which you apply the product. We recommend adding a margin of 10% to your calculation. You are responsible for and should check any calculation that you make for the amount of product required. Please note that, if you have any product left over at the end of your project, we can only accept returns if they are in accordance with our returns policy.
  • 1.4 We have an ongoing product development programme, therefore our products and product ranges may change. Please check that the product specification meets your requirements before placing an order for products.
  • 1.5 The packaging of the products may vary from the images shown on our website.
    All products shown on our website are subject to availability.
  • 1.6 All products are supplied for domestic and private use only.
2. Order Process
  • 2.1 Your Order Confirmation / Acknowledgement will set out all the details of your order. Please take the time to check that all the details of your order (including quantities and delivery address) are correct before you proceed to payment.
  • 2.2 If we accept your order we will send you an e-mail confirmation; a legally binding contract will not come into existence until we send such confirmation. The contract terms will include these terms and the terms included in each of the website pages expressly referred to in these terms (in each case a link to the relevant page has been included).
  • 2.3 If we are unable to supply you with any products, for example because they are not in stock or no longer available or because of an error in the price on our website we will inform you of this by e-mail and we will not process that part of your order. If you have already paid for the products we will refund you for the full amount paid and, if the only products in your order, any delivery charges as soon as possible. If there has been an error in price and you decide that you want to buy the products at the correct price then (if the products are still available) you may place a new order in accordance with these terms.
3. Prices and Payment
  • 3.1 The price you pay for the products is the price displayed on our website from time to time. All prices include VAT at the applicable current rate but exclude delivery charges. Our delivery charges are as quoted on our website from time to time. Our prices may change from time to time, but changes will not affect any order which we have already accepted.
  • 3.2 You must pay for the products and delivery charges in full at the time that you place your order and payment must be made by credit or debit card. We accept the following: Visa, Mastercard, Maestro and Paypal.
  • 3.3 Your Order Confirmation / Acknowledgement will itemise all charges (including product and delivery charges) and you will be asked to review your Order Summary before you proceed to payment.
4. Delivery
  • 4.1 Our delivery charges and our estimated delivery times are as quoted on our website from time to time; delivery charges and estimated delivery times vary between products.
  • 4.2 Delivery will be completed when we deliver the products to the address you gave us and from that time the products will be your responsibility.
  • 4.3 The contents of your order and your delivery postcode area will determine which delivery services will be offered. We will select the most appropriate carrier for the products you order. This means your delivery may arrive in more than one batch to ensure that the products you order are transported by the most appropriate means.
  • 4.4 If delivery of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by such event, but if there is likely to be more than 4 weeks delay in delivery you may cancel the contract by telling us in writing. If you cancel the contract under this paragraph you will receive a full refund of the price paid for the products and, if the only products in your order, any delivery charges as soon as possible.
5. Returns and Refunds
  • 5.1 Consumers have a legal right to cancel a contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
  • 5.2 You can cancel the contract and return your products to us for a refund at any time up to 14 days after the day on which you receive your products from us (if we send your products in separate parcels and they arrive with you on different days the 14 days will start to run from the day you receive the last of those parcels).
  • 5.3 However, your cancellation right does not apply in the case of products which are:
    • 5.3.1 especially made for you or mixed to your requirements / colour match; or
    • 5.3.2sealed once the seal has been broken.
  • 5.4 To cancel the contract, you can let us know:
    • 5.4.1 by contacting our Customer Services Team using the contact details set out at the top of this page.  You will need to tell them your order number, the date you placed your order, your name and the delivery address.
  • 5.5 If you cancel the contract under these provisions you are responsible for the costs of return and must return the products to us at the postal address stated at the top of these terms within 14 days of telling us you wish to cancel the contract.  It is your responsibility to ensure that the products are adequately packaged to reach us in the same state as they were sent to you; the cost for any additional packaging to ensure that they reach us in such state will be your responsibility.
  • 15.6 If you cancel the contract under these provisions you will receive:
    • 15.6.1 a full refund of the price you paid for your products, subject to you returning and us receiving your products in the same state as they were sent to you with any product packaging or accessories that accompanied your products when they were delivered to you; and
    • 15.6.2in any event, a refund of any applicable charges you paid to us for delivery of the products to you.
  • 15.7 We will process the refund due to you within 14 days of the day on which we receive your products back or, if earlier, the day on which you provide us with evidence that you have sent your products back to us. We will refund you by the method you used for payment.
6. Faulty Products
  • 6.1 If you receive faulty products you can return them to us at the postal address stated at the top of these terms.  If you need help or assistance with arranging a return of faulty products please contact our Customer Services Team using the contact details set out at the top of this page.  
  • 6.2 On receipt of the faulty products we will offer you either a replacement or refund (provided you return the faulty products to us within 30 days of receipt). In either case we will reimburse any applicable delivery charges and any reasonable costs you incur in returning the faulty products to us (proof of your payment of any such costs will be required).
  • 6.3 If you choose replacement products we will deliver them to you free of any delivery charges. You will have a further 14 days after the day on which you receive the replacement products from us to change your mind and to cancel the contract in accordance with paragraph 5 above.
  • 6.4 If you choose a refund we will refund the price of the faulty products and, if the only products in your order, the original delivery costs paid by you in full.  We will refund you by the method you used for payment within 14 days of receipt by us of the returned products.
  • 6.5 This guarantee does not apply to any defect in the products arising after you receive them from use or storage of the products in any way other than as recommended
7. Our Liability To You
  • 17.1 If we fail to comply with these terms we are responsible for any loss or damage that you suffer that is a foreseeable result of our failure to comply with these terms or our negligence. We are not responsible for any loss or damage that you suffer that is not a foreseeable result of our failure to comply with these terms. Loss or damage is foreseeable if it is an obvious consequence of our failure to comply with these terms or if they were contemplated by you and us at the time we entered into the contract.
  • 17.2 All delivery timescales are estimates and are subject to product and delivery slot availability. Whilst every reasonable effort shall be made to keep to any delivery date or time we shall not be liable for any losses, costs, damages or expenses incurred by you or any other person arising directly or indirectly out of any failure to meet any estimated delivery date. We strongly recommend that you take this into account when booking any trades people and any such bookings will be made at your own risk. Nothing in this paragraph 7.2 affects your right to cancel the contract under paragraph 4.4 or paragraph 5.
  • 7.3 We do not exclude or limit in any way our liability for:
    • 7.3.1 death or personal injury caused by our negligence or the negligence of our employees acting in the course of their employment;
    • 7.3.2 fraud or fraudulent misrepresentation;
    • 7.3.3 breach of the terms implied by section 12 of the Sale of Goods Act 1979 (i.e., broadly, that we have the right to sell the products to you and that you will enjoy quiet possession of them);
      breach of terms implied by sections 13 and 14 of the Sale of Goods Act 1979 (i.e., broadly, that the products will meet their description, be of satisfactory quality and fit for their purpose);
    • 7.3.4 defective products under the Consumer Protection Act 1987; or
    • 7.3.5 any act, omission or liability which may not be limited or excluded by law.
  • 7.4 We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
8. Other Terms
  • 8.1 This contract is between you and us. No other person will have any rights to enforce any of its terms.
  • 8.2 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them is unlawful, the remaining paragraphs will remain in full force and effect.
  • 8.3 The contract between you and us is governed by English law.
  • 8.4 If there is a dispute between you and us, we would hope to be able to resolve any such dispute with you ourselves (any disputes should be raised with our Customer Services Team using the contact details set out at the top of this page. If you and we are not able to resolve the dispute then we would draw your attention to the availability of an online dispute resolution mechanism operated by the European Commission, further details of which are available here: http://ec.europa.eu/consumers/odr/.

alsecco UK Ltd
Whitebridge Way, Stone, Staffordshire, ST15 8JS

T: 01785 818 998
E: info@alsecco.co.uk

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