Applicable for the sale of physical goods via the web.
These terms and conditions apply to the purchase of goods by consumers on the website https://www.balustradedesign.co.uk The site is owned and operated by:
Räckesbutiken Sweden AB
Business registration number 556824-1268
Location: Ängelholm, Sweden
Phone 0330 81 87 964
info@balustradedesign.co.uk
If there are any parts of the terms you need help understanding, we recommend contacting sales support before you start using https://www.balustradedesign.co.uk
If you experience any problems with your order at balustradedesign.co.uk please contact our sales support at: info@balustradedesign.co.uk or phone: 0330 81 87 964
Please read the terms and conditions carefully before ordering goods from www.balustradedesign.co.uk
These Terms and Conditions (Terms) apply when you order or purchase goods from the Website. The Terms may be updated from time to time (for example to reflect changes in technology, our business model, our system capabilities, or in relevant laws and regulations). Therefore we ask you to agree to the Terms each time you shop with us. Any reference to “you” or “your” means you as a user of the Website, and any reference to Balustradedesign means us as the online shop.
If you do not accept the Terms, you cannot order or purchase goods on the Website.
The online shop is open 24 hours a day but may be closed for maintenance. Where possible, we try to carry out such maintenance during the night hours.
An order placed on a public holiday will be processed the first following business day.
You must be at least 18 years of age to purchase goods on the Website and hold a valid payment card accepted by us. If such an order is placed, it will be automatically canceled. We reserve the right to refuse an order. If you are under 18 years of age, you must have a legal basis to enter into a contract with us.
It is not possible to create an account with Balustradedesign, therefore you cannot cancel or change orders yourself once an order has been placed. If you wish to do so, please contact Balustradedesign, at which it may be possible to make changes (within 24 hours from orderdate).
An order confirmation is automatically generated and sent to the e-mail address provided when payment has been processed for each order.
We reserve the right to cancel the purchase agreement in any of the following situations, without being liable for compensation or other costs:
– Your payment details are not correct or cannot be verified
– Your order is placed with the intent to commit fraud, etc., or placed in connection with a criminal offence or other illegal activity
– An accidental error occurs on the Website, e.g. a payment error or similar.
– We have reason to believe that you are under 18 years of age
Contracts can only be entered into via the Website. We do not process orders made in emails, letters, faxes, and direct messaging.
At what point in the ordering process are you bound by your order?
Before placing your order, you have the opportunity to change the information you have entered, including delivery and invoice details or payment details. You also have the option to change the items or remove items from your shopping cart.
When you click “proceed to payment”, a receipt will appear on your screen. From that point on, you are bound by the purchase agreement. Please read more under Right of withdrawal.
Please contact our Sales Support if you made a mistake when placing your order – they are ready to help you.
You will receive an order confirmation in an email. After the conclusion of the agreement, the rules on the right of withdrawal apply, see below.
All prices at Balustradedesign are shown including VAT. We reserve the right to adjust our prices if the VAT rate changes. No fees will be added unless they are displayed when ordering. We reserve the right to adjust the price of an order in the event of technical errors. Should this occur, the customer has the full and immediate right to cancel their purchase. The price may also be changed by external circumstances that Balustradedesign cannot influence, e.g. material changes in commodity prices, currency changes, or shipping prices.
Shipping is included on all orders so no extra fees.
Payment
All prices includes tax. Payment can be made using the following listed means, and always in GBP currency:
Money from your account will be deducted when the purchase is made.
Refunds
In cases where the customer is entitled to a refund, this is carried out within 30 days from when we receive the customer’s notice.
Shipping & Delivery
We offer free shipping for all standard deliveries. Special transport, eg by truck or boat will incur a charge.
We cannot ship to the following locations Guernsey, Outer Hebrides, Isle of Man, Jersey, and The Shetland Islands, all addresses without road connection. If you are unsure if we can ship to your location please contact us at customer service.
Our delivery method is processed within 15 working days, your order can be arranged to be collected from your nearest pick-up point or port. You will receive an email confirmation once your order has been dispatched, including tracking information.
The order confirmation shows the delivery address to which the goods will be sent. Should you wish to change the delivery address after purchase, an in-depth identity check will have to be carried out before the delivery address can be changed. In such cases, the delivery time may be affected.
The order confirmation shows the estimated date when the goods leave the factory. This estimated date is subject to change and any alterations will be communicated.
Express Production
The order confirmation shows the date when the goods leave the factory. This date is fixed. In case of delays, any fee charged for express production will be credited/refunded. No additional compensation may be claimed by the customer for costs incurred due to the delay. If your express production is credited/refunded, the order will henceforth be handled as standard production.
When the goods are handed over to the carrier, the customer receives a notification by e-mail including a tracking link. The delivery company will contact the customer to agree a precise time for delivery. All deliveries are made during the daytime. Balustradedesign cannot be held responsible for delays by the delivery company.
All deliveries are made to the delivery address, by road. If delivery is to be made to an apartment building, the goods will be delivered to the entrance.
In the case of delivery of replacement goods in the event of a complaint, the procedure may differ depending on the mode of transport and the delivery method that is most suitable for the delivery in question.
When unloading, the goods should be carefully inspected by the recipient before confirming receipt. If visible damage is found, on packaging, or the goods, this must be noted on the consignment note before it is acknowledged. The delivery company does not deliver goods without a receipt, which means that the recipient is responsible for someone receiving the delivery and accepting the goods.
If the customer is not present at the time of unloading, the customer will be charged for any costs incurred.
When delivering to an island, the transport company delivers to the nearest quay with an address on the mainland, where the recipient may receive the goods.
Uncollected orders
A fee for uncollected parcels that automatically are returned to us to our warehouse will be charged to the customer.
How to cancel
If you wish to exercise your right to cancel, you must contact customer service at: info@balustradedesign.co.uk or by phone: at 0330 81 87 964.
You cannot cancel your order by refusing to take delivery of the goods or by failing to collect them without informing us at the same time that you are withdrawing.
Since our products are produced (tailor-made) to your specific needs, your right to cancel is waived once the customisation of your order has started. Once you approve your order on the website and accept our General Terms and Conditions, you accept that the customisation can start. And as soon as the customisation process is initiated, your right to cancel, return or otherwise edit your order is waivered.
In the unlikely event that you change your mind after making an order, please contact us as soon as possible within 24 hours and we will do our best to cancel your order and stop production of your product. However, we cannot guarantee it will be possible to cancel your order as it depends on whether or not manufacturing of your product has started.
Faulty goods
In addition to the withdrawal and cancellation rights above, you also have statutory rights including that goods delivered are of satisfactory quality, are fit for their purpose, and are as described.
Within six months of the date of delivery and in the event of the product being faulty, you are entitled to a repair or replacement. Or where repair/replacement is not possible a refund. After six months from the date of delivery, similar rights exist, but only if you can prove that the fault was present at the point of delivery.
For further information about your statutory rights, please contact the UK International Consumer Centre.
Transport damage
If damage is discovered on delivery, we require that the carrier is informed immediately and the issue is recorded on the consignment documents before receipt is agreed.
If damage is only discovered later, this must also be reported in the same way as above.
We require the customer to notify us within seven working days of receipt of the product. For this reason, the delivery must be inspected and unpacked immediately upon receipt.
If damage has occurred the customer must, under no circumstances, use or assemble the product and must contact Balustradedesign immediately.
All packaging must be saved so that the damage can be verified. We also request that the damage is documented. Depending on the extent of the damage, we will either send a new item or arrange for an alternative solution.
Right of withdrawal, complaint & warranty
Withdrawal
According to the act regarding distance contracts and agreements outside business premises (2005:59), consumers generally have the right of withdrawal (section 9). If the distance contract relates to a custom-made product according to the consumer’s instructions, the consumer and the trader may agree to remove the right of withdrawal (section 5).
All our products are custom-made for the customer. By placing an order and accepting these terms and conditions, the consumer agrees that the right of withdrawal does not apply. The right of withdrawal does not apply to business customers.
Guarantee
We provide 1-year warranty on goods with manufacturing defects. In case of defects covered by the warranty, the goods must be repaired or replaced. If a warranty claim is reported and no fault can be found, we will charge the customer for any costs that arise. This also applies if the customer caused the damage during handling or due to incorrect assembly. The customer’s invoice is a valid proof of warranty.
Scratches, marks, and other minor defects are assessed at a normal viewing distance. For glass, we apply the Glass Industry Association’s (GBF) terms and conditions for complaints. Glass contains stresses that can cause cracks during careless handling and rapid temperature changes. This is not covered by any guarantee.
Warranty on wood products and other organic materials is not provided for defects such as cracks, deformation, or resin and colour changes.
Complaints
Complaints – if there is something wrong with the goods
When buying goods, the rules of the Sale of Goods Act apply.
If your item suffers from a defect or we have delivered incorrect goods, please contact our sales support on: info@balustradedesign.co.uk or by phone: 0330 81 87 964
When contacting Sales Support, please state the order number, and item number, and describe what is wrong with the item, etc.
You have the right to send a complaint regarding your order. This means you can either request to have your goods repaired or exchanged, for the purchase to be cancelled or to receive a reduction on the price. The right to a complaint will only be processed as long as any faults and defects have not been caused as a result of incorrect or neglectful use of the product provided nor can the complaint be processed if the product in question has been damaged in any way through handling or accident after you as the customer has received your product.
The customer has 3–year complaint rights.
When bringing a complaint to Balustradedesign, you as the customer should have use of the guarantee and the complaint brought to the attention of the shop within 3 years from receipt of the product. Contact should be made by phone, email or letter. The product will then be required to be sent to Balustradedesign , following Balustradedesign instructions. Please note it is advisable to keep receipt of this return and your purchase receipt, this will then act as guarantee documentation.
Email: info@balustradedesign.co.uk
Telephone: 0330 81 87 964
If the customer shows that there is a defect in the goods, Balustradedesign undertakes to ensure that the goods are repaired or replaced, if the customer so desires. If an item is replaced, the customer must ensure that the incorrect item is returned to Balustradedesign, if so requested. Balustradedesign will reimburse the customer for any costs incurred with the return of a faulty product.
Complaints cannot be made for errors in the order documentation, e.g. incorrectly specified dimensions, or for damage that occurs during assembly. If it is discovered during assembly that incorrect dimensions have been specified, we recommend you contact Balustradedesign immediately for suggestions.
Hidden defects and damage shall be reported by the buyer before the use and assembly of the goods unless the defect is of such a nature that it is possible to detect only during assembly or use. The customer should send their complaint within seven working days from receipt of the goods. In case of all kinds of errors and damage, we strongly recommend documenting the issue with photos.
The complaint must be reported via: info@balustradedesign.co.uk
For complaints of warranty defects, see the heading ‘warranty’.
Should any of the delivered goods be incorrect or deviate from the delivery note in number or dimensions, the customer must contact Balustradedesign as soon as possible. These faulty goods may not be fitted or adapted by the customer without prior approval of Balustradedesign. Such approval is always given in writing. If the customer assembles or adapts the product, then the customer is considered to have accepted the product and delivered without complaint.
For companies and other activities that are not designated as consumers, the Purchase Act applies. In these cases, the total financial damage in connection with a claim may not exceed the value of the products purchased by the customer.
Disputes
You are of course always welcome to contact our sales support at: info@balustradedesign.co.uk or by phone: 0330 81 87 964 if you have a complaint about an item you have purchased from us.
If we can’t agree on what you are entitled to, you have the following complaint options:
The European Commission’s online complaints portal can also be used to complain. This is particularly relevant for consumers residing in another EU country. Complaints can be submitted here – EU Commission’s Online Dispute Portal
Margin for error
The dimensions that the customer specifies when ordering are, in most cases, in millimeters. We try to be as accurate as possible in our manufacturing process when keeping to these measurements. We reserve the right to a +/- 3 mm margin of error in height and length, for all our products. If the measurements are within this range, a complaint of incorrect dimensions will not be accepted.
Refunds
Except as set out below, if you cancel a contract in full (i.e. all items in the order), we will reimburse you all payments we have received for that order. Note that return costs are not reimbursed.
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. By this, handling of the goods beyond that which is necessary to establish the nature, characteristics and function of the goods is meant. Such handling applies e.g. if it goes beyond the sort that would reasonably be allowed in a physical shop.
We will make the reimbursement without undue delay, and in all cases no later than:
We will make the reimbursement using the same means of payment as was used for the initial transaction unless you have expressly agreed otherwise. In any event, however, no fees will be added to the reimbursement.
GDPR – Confidentiality, security & cookies
Personal information
The protection of your data is important to us at Balustradedesign. We handle your data with confidentiality. Please read our privacy policy, which explains how we use the personal data that you give us in connection with the ordering procedure and what rights you have regarding your data shared with us.
Applicable law and jurisdiction
Any agreement entered into between us under these Terms shall be governed by local relevant law and authorities. Any dispute arising in connection with our agreement, including the existence or validity of the agreement, shall be brought before a competent court in Sweden.
Confidentiality
According to the Personal Data Act (1998:2004), no registration of personal data may take place without the person’s consent. When an order is placed, the customer agrees that Räckesbutiken will store the data necessary to process the order as entered by the customer. The data may be disclosed to third parties (such as to payment providers or delivery companies) solely to manage the order, delivery, or payment.
The customer can request their registered information, to check what data are stored, and may subsequently request changes and/or corrections. The customer may also request to have their data deleted.
Balustradedesign does not disclose personal data, other than as stated above, without approval or signed consent from the customer.
During the processing of the order e-mails related to the order will be sent. Balustradedesign may also send other information, newsletters, or promotional communications about its relationship with the customer. No mailings from third parties or with information that is not connected to Räckesbutiken’s activities will be sent. For all news, information, and offers, the email will always include a link to unsubscribe. Such unsubscribing does not require logging in or taking any other actions.
Cookies
A cookie is a small data file that is stored by your browser on your computer. Cookies are used to enable orders from our website, as well as to analyse visitor statistics.
It is possible to disable the storage of cookies via settings in your browser. However, disabling cookies will mean that it is not possible to place an order at balustradestore.com.
Other conditions
Update of https://www.balustradedesign.co.uk
We do our best to update https://www.balustradedesign.co.uk and ensure that prices, offers, descriptions, and other information about the goods are correct. However, spelling mistakes, errors in prices, offers, descriptions, and other information about the goods may occur and sometimes we find that the price of an item is incorrectly stated
Unique railings designed and developed by Balustradedesign
Safety, tests and classification according to current safety standards
26 000 sq ft. manufacturing facility located in Sweden, all railings are shipped from here throughout Europe.
Large sales and support department supporting 6 languages with a deep knowledge of railing solutions.
Åkerslundsgatan 10 262 73 Ängelholm, Sweden
