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; Unit 4B, Woodlands Farm, The Vale, Nr Chesham Buckinghamshire, HP5 3NS. Telephone No: 01494 772 956. VAT No: 909312337

Registered in England at Companies House, Registration No: 6279035. Registered Address:20-22 Wenlock Road. London N1 7GU.

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. If you are not sure about a colour, please email or call us for a free sample.

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- 6pm GMT. Mon – Fri (Excl: Bank Holidays) Tel: 01494 772 956 (voicemail available for out of office hours)

Delivery

From receipt of your order and payment we aim to despatch within a maximum 2 working days. When this is not possible we will advise you by email. You have the option in the checkout page to choose either a Standard Royal Mail delivery, or a Courier Next Working Day Delivery - unless your order is over £40 and a free delivery, in which case we will send by the best method depending on the size and weight of the order. The majority of goods despatched through Royal Mail Standard Delivery will be delivered within two to five days (excluding weekends and Bank Holidays).

Please Note: Courier deliveries will be delivered on the next working day, therefore there will be no delivery on Weekends or Bank Holidays. Any order specifying a courier delivery received before 1pm on a Friday will be despatched Friday, for delivery Monday. Orders received after 1pm on a Friday will not be despatched until the next working day.

Christmas and New Year: Our Christmas and New Year business opening and therefore schedule for despatch of orders will vary from year to year. Details will be listed in the Delivery Charges and Delivery & Returns information pages.

The Courier service will need a signature for delivery, please let us know of any delivery instructions if you are unlikely to be in i.e. Please leave with neighbour at 36. If they attempt delivery and you are not in, they will leave you a card for you to arrange re-delivery.

Delivery Charges

We like to keep things simple, the Standard Royal Mail delivery is £4.99 and delivery may take up to 5 days. The Courier Next Working Day Delivery is £7.99 and will be delivered the next working day following despatch of the goods, PLEASE NOTE: Orders received before 1pm on a Friday, will be despatched Friday for delivery on the next working day.  Orders received after 1pm, will NOT be despatched until the next working day.  COURIER DELIVERIES EXCLUDE DELIVERIES ON WEEKENDS AND BANK HOLIDAYS. Orders over £40.00 are delivered to UK Postcodes FREE OF CHARGE. (There are certain area exclusions based on the size and weight of the order, please refer to DELIVERY CHARGES for full details.

Scottish Highlands & Islands, Channel Isles, Isle Of Man & Northern Ireland Deliveries to the Scottish Highlands & Islands, Channel Isles, Isle of Man and Northern Ireland will be despatched by Royal Mail Standard delivery. If you would like a Courier delivery to these areas,please email sales@practicalsurfaceware.com or call us on 01494 772 956 for a quotation of the delivery charges.

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.

Privacy Policy

Practical SurfaceWare have a commitment to respecting and protecting your online privacy. This includes your need and your right to know what we do with the personal information you share with us. It also guides our company’s policies regarding the management of this data, including how the information is collected, processed, and for what purposes.

By accessing this website you are consenting to the way information is collected and used, as described within this Privacy Policy. In return, Practical Surfaceware gives the commitment that we will use the personal data you provide only in ways that are compatible with the following Privacy Policy, and in relation to processing your order.

The collection of information

Every time you log on to our website your IP (Internet Protocol) address registers on our servers. Your IP address reveals no information other than the number assigned to you. We do not use this technology to get any personal data against your knowledge or freewill (i.e., automatically recording e-mail addresses of visitors). Nor do we use it for any purpose other than to help us monitor traffic on our website, or (in case of criminal activity or misuse of our information) to cooperate with law enforcement.

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. Data collected by this site is used to collect information about you for 3 reasons:

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. The information we hold we trust to 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 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.

Cookies

We use a number of different cookies on our site. If you do not know what cookies are, or how to control or delete them, then we recommend you visit http://www.aboutcookies.org for detailed guidance.

The list below describe the cookies we use on this site and what we use them for. Currently we operate an ‘implied consent’ policy which means that we assume you are happy with this usage. If you are not happy, then you should either not use this site, or you should delete the cookies having visited the site, or you should browse the site using your browser’s anonymous usage setting (called “Incognito” in Chrome, “InPrivate” for Internet Explorer, "Private Browsing" in Firefox and Safari etc.)

First Party Cookies

These are cookies that are set by this website directly.

Site Shopping Basket: The software on our site uses cookies to keep track of a visitor and to link them to their shopping basket. Webpages have no memories. A user going from page to page will be treated by the website as a completely new visitor.

Websites typically use session cookies to ensure that you are recognised when you move from page to page within one site and that any information you have entered is remembered. For example, if our site did not use session cookies then items placed in the shopping basket would disappear by the time you reach the checkout. You can choose to accept session cookies by changing the settings in your browser, but this will disable certain functionality.

We use a session cookie to remember your log-in for you, if you are a registered user, and we deem these as being necessary to the working of the website and your ease of use. If these are disabled then certain functionality on the site will be broken. You can find out more about session cookies and what they are used for at http://www.allaboutcookies.org/cookies/session-cookies-used-for.html

Google Analytics: We use Google Analytics to collect information about visitor behaviour on our website. Google Analytics stores information about what pages you visit, how long you are on the site, how you got here and what you click on. This Analytics data is collected via a JavaScript tag in the pages of our site and is not tied to personally identifiable information. We therefore do not collect or store your personal information (e.g. your name or address) so this information cannot be used to identify who you are. You can find out more about Google’s position on privacy as regards its analytics service at http://www.google.co.uk/intl/en/analytics/privacyoverview.html

Third Party Cookies:These are cookies set on your machine by external websites whose services are used on this site. Cookies of this type are the sharing buttons across the site allow visitors to share content onto social networks. Cookies are currently set by Twitter, Facebook, Google+. In order to implement these buttons, and connect them to the relevant social networks and external sites, there are scripts from domains outside of our website. You should be aware that these sites are likely to be collecting information about what you are doing all around the internet, including on this website. You should check the respective policies of each of these sites to see how exactly they use your information and to find out how to opt out, or delete, such information.

Emails: Emails that we send you have no tracking in at all e.g. service emails with invoices attached

Security

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 are also fully PCI/DSS Compliant.  PCI/DSS is the Payment Card Industry Data security Standards, a set of standards which aim to ensure that all merchants accepting card payments are conducting business in a secure manner.  Compliance with PCI/DSS standards is mandatory for all merchants accepting credit card payments. Trustwave is the leading provider of PCI DSS Compliance validation certification, by clicking on the link below, Trustwave can confirm compliance certfication.

 

Returns

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, please read details below:

Cancellation

Under the Consumer Contracts Regulations Act (June 2014), you have the right to cancel your goods within 14 days, starting the day after receiving the order, for a refund of the price of the goods. Practical SurfaceWare offer a no quibble policy which means that if you are in any way dissatisfied with our products you can return them for a full refund or exchange, with the exception that the goods were made and supplied to your specification or which have been personalised for you, then you will not have the right to cancel the contract. The only thing we ask is:

Please advise us in writing within 14 days of receipt of the order, email to: support@practicalsurfaceware.com or in writing to: Practical SurfaceWare Ltd, Unit 4B, Woodlands Farm, The Vale, Nr Chesham, Buckinghamshire, HP5 3NS informing us that you wish to cancel the order;

and

You take reasonable care of all goods in your possession and return them to us, unused and in the original packaging, within 14 days from the cancellation date. It will be your responsibility to re-pack the goods and to pay for delivery back to Practical SurfaceWare Limited. Please also ensure you get a ‘Proof of Posting’ from Royal Mail, as if the returned goods are lost in transit, we will need evidence of postage to process the refund. A refund will be processed when the goods have been received back to Practical SurfaceWare, and the refund for the cost of the goods, will only be credited to the credit cards holder's account which was used to make the original purchase. Practical SurfaceWare Limited reserve the right to refuse a refund or reduce the refund should the goods be either used or not in the original packaging. .

Returning Goods

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 14 days from the cancellation date. Please also ensure you get a ‘Proof of Posting’ from Royal Mail, as if the returned goods are lost in transit, we will need evidence of postage to process the refund or exchange.

The goods should be returned to: Returns, Practical SurfaceWare Ltd, Unit 4B, Woodlands Farm, The Vale, Nr Chesham Buckinghamshire, HP5 3NS.

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.

A credit or refund will be processed when the goods have been received back to Practical SurfaceWare, and the refund for the cost of the goods, will only be credited to the credit cards holder's account which was used to make the original purchase. Practical SurfaceWare Limited reserve the right to refuse a refund or reduce the 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. .

Complaints

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 that 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: https://www.gov.uk/intellectual-property-an-overview

General

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.