Customer Service

Practical SurfaceWare Limited is an online company selling Non-slip fabrics, mats and associated products. It is our policy to keep our level of customer service high and provide a personal service to our customers.

Practical SurfaceWare Limited, trading address; Weedon Hill Farm, Weedon Hill, Hyde Heath, Amersham, Buckinghamshire, HP6 5RH. Telephone No: 01494 772 956. VAT No: 909312337

Registered in England at Companies House, Registration No: 6279035. Registered Address:145-157, St John Street, London EC1V 4PY.

These Terms are the only terms and conditions on which we contract for the sale of Goods and they form an integral part of the Contract between us. If we agree to vary any of the terms, the variation must be in writing confirmed by our duly authorised representative and by you.

To place an order with Practical SurfaceWare Limited you will need to register to use the site. In return for allowing you to use the Practical SurfaceWare Limited web site, you agree that any information you are required to provide when ordering goods online will be true, accurate, current and complete and that you will ensure that this information is kept accurate and up to date and that this information relates to you/the person placing the order and not to any third party. If incorrect information is supplied any contractual obligation Practical SurfaceWare Limited has, is immediately null and void.

Practical SurfaceWare Limited take every care to ensure the images displayed on the website are correct. However, while the colour reproduction is a close representation, slight variation in the actual colour of the goods may occur, this is as a result of photographic and computing processes, the colours you will see depend on your monitor settings. All measurements shown are approximate. When an order is made online, we will send you an order confirmation.

In the case of Goods which are made and supplied to your specification or which have been personalised for you, you will not have the right to cancel the Contract. Items that have been customised e.g. cut to size,printing,embroidery, cannot be exchanged or refunded unless the product or material is deemed faulty. Practical SurfaceWare Limited are happy to provide any advice or information you require, before you purchase. Please email: support@practicalsurfaceware.comOr telephone: 01494 772 956

All our prices include VAT (Value Added Tax) at the current rate of 20%. We reserve the right to amend prices if there is a change in the rate of VAT. VAT is deducted from all export orders, except to the European Union Countries. Export orders may be subject to import duties and taxes and possible customs delays, Practical Sufaceware Limited cannot be held liable for any import duties and taxes.

We do our best to make sure that prices are correctly shown, but very occasionally an error may occur. If this should happen, we will correct the price and ask you to confirm whether you still wish to purchase the goods at the correct price. If we are unable to contact you we will treat the order as cancelled. All published prices are subject to change at any time without notice. The cost of packaging and postage/carriage is shown separately and (in the case of special or overseas orders) will be quoted by us on request and payable separately from the price of the Goods.

All payment for Goods and for the cost of packaging and delivery must be made before the Goods are delivered. Practical SurfaceWare Limited accept all major Credit/Debit cards. Payment by UK Cheque, will result in delay in despatch of your order as we must wait for your funds to clear before we ship any goods. (Please do not send cash in the post). If you prefer not to place an order on line please contact us: Our office hours are 9am- 5pm GMT. Mon – Fri (Excl: Bank Holidays) Tel: 01494 772 956(voicemail available for out of office hours)

From receipt of your order and payment we aim to despatch within 2 working days. When this is not possible we will advise you by email. You have the choice of a Standard Royal Mail delivery, which is a First Class delivery at £4.96 or a Courier Next Day delivery service at £5.95. The majority of goods will be delivered within 2-3 working days of order (excluding weekends and Bank Holidays).

Please Note: Couriers do not collect or deliver on Weekends or Bank Holidays, therefore any orders received and despatched on a Friday will be delivered on the next working day. Orders received on a Weekend or Bank Holiday will not be despatched until the next working day, for delivery the following day. Please see full details in the Delivery & Returns page.

You must notify us promptly and in any event within 24 hours of receipt of any goods that appear to be damaged in transit by email to: support@practicalsurfaceware.com In those circumstances, you must also keep all packaging as this will be required when making a claim. Where a signature is required to acknowledge receipt, the signature of the person accepting delivery at the delivery address will be proof of receipt of the goods.

Once you have placed your order with us, we are unable to change any of the information you have given us, as most orders are dispatched from our warehouse. In the event that goods are returned to Practical SurfaceWare Limited because of non delivery, we will charge for re-delivery.

When you place an order, you will have to provide essential information to us. We will not disclose that information to any third party without your consent, except for the purpose of processing the order and arranging delivery. We collect information about you for 3 reasons. Data collected by this site is used to: a. To process customer orders b. Administer and enhance the site and service c. Only disclose your email address for delivery purposes, where necessary. When you place an order from Practical SurfaceWare Limited you will be asked for: Your name; Your e-mail address; Your phone number; Your invoice address; Your delivery address; Your payment card information We will never collect sensitive information about you without your explicit consent. Also, we do not send your card details out with your goods - avoiding any possible security issues in transit. The information we hold will be accurate and up to date. You can check the information that we hold about you by e-mailing us. If you find any inaccuracies we will delete or correct it promptly. We are committed to protecting your privacy. We will only use the information that you supply about you lawfully in accordance with the Data Protection Act 1998. Practical SurfaceWare DO NOT SELL or pass to ANY THIRD PARTIES your details or email address, other than for delivery purposes. The delivery company will not SELL or pass your email address to any Third Parties.

Practical SurfaceWare Limited uses industry standard SSL technology to encrypt all your personal details while they are being transmitted. You can verify our certificate by clicking on the padlock shown in the bottom right of your browser window while you are in a secure section of the site. If you have any concerns relating to security please e-mail us on: support@practicalsurfaceware.com

Practical SurfaceWare Limited has carefully selected its products and we hope you will be happy with your purchase. However if you feel you need to return an item to us:

Under the distance selling regulations act, you have the right to cancel your goods within 7 days, starting the day after receiving the order, for a refund of the price of the goods. Cancellation must be advised to us in writing, email to: support@practicalsurfaceware.com , or in writing to: Weedon Hill Farm, Weedon Hill, Hyde Heath, Amersham, Buckinghamshire, HP6 5RH.

It will be your responsibility to re-pack the goods and to pay for delivery back to Practical SurfaceWare Limited. You must take reasonable care of all Goods in your possession and return them to us, unused and in the original packaging, within 3 days from the cancellation date. If the goods were made and supplied to your specification or which have been personalised for you, then you will have no right to cancel the contract. Practical SurfaceWare Limited reserve the right to refuse a refund should the goods be either used or not in the original packaging. If you wish to cancel an order after it has been dispatched, but before it has been received, then you will be liable for the initial postal charge.

In the unlikely event that you feel the need to register a complaint, please contact us immediately. Your complaint will be acknowledged within 3 working days. We will provide a likely timescale for resolving the issue and keep you regularly updated. Please email support@practicalsurfaceware.com or contact us by phone: 01494 772 956. Intellectual Property Our Copyright Notice © 2008 We take the theft of our original work very seriously and would draw to your attention it is protected under UK copyright law. Please note we always sue for compensation if any part of our website, design or seo whether text or images, are found being used without prior authorisation in writing.

Copyright FAQs which you may find of interest. What is intellectual property? Who owns copyright? What is protected by copyright? What are the economic rights of copyright owners? What are moral rights? How can I obtain permission to use someone else's copyright? What are the exceptions to copyright? What is automatic protection? How can I protect my rights? For the answer to these questions and many more please go here.: http://www.ipo.gov.uk/types/copy.htm

Practical SurfaceWare Limited will not be responsible for any losses resulting from your use or the inability to use our website resulting from unauthorized access or alteration of your transmissions or data in circumstances which are beyond our control. Practical SurfaceWare Limited provides links to sites that we feel will be of interest to you the customer. We do not however have any responsibility for the content of that site or any grievance that you may subsequently have over goods or services provided from that company. If you have any concerns relating to a company that is linked to our site please contact us on: support@practicalsurfaceware.com Practical Surfaceware Limited, total liability for any claim shall not exceed the value of goods supplied. Practical Surfaceware Limited shall not be liable for any consequential loss. Your statutory rights as a consumer are not affected by our terms and conditions policy. These Terms and Conditions are governed by English Law.