Terms & Conditions
Terms and Conditions
- Due to the often bespoke nature of our products, only items that are damaged or faulty can be returned. All other items are non refundable.
- Colours, shapes and sizes may differ as shown due to the processes involved.
- Orders are generally delivered within 14 days however on rare occasions this can take longer.
- Some items shown on the website may be out of stock. In this event a full refund will be offered.
If you would like to contact Mutare at any time, then please use our contact form on our website or email us direct at firstname.lastname@example.org.
These Terms and Conditions are applicable every time you access our website and/or order goods from our website.
1.1 This site is owned and operated by Mutare. Our registered office is: Mutare, Tyn-y-Coed, Clydach Court, Grovers Lane, Pontypridd, Mid Glam, CF37 3NB, United Kingdom.
1.2 All rights in this website are reserved by Mutare. Any unauthorised use, copying or modification is prohibited. Copyrights, patents, and trademarks are acknowledged and are owned by their respective owners.
2.0 Ordering Goods and Cancellations
2.1 All orders placed through our website will be subject to our acceptance of the order. We reserve the right to decline any order for any reason.
2.2 When you submit an order to us on our website, you will receive an email to confirm that we are processing your order. You will then receive a second email from us acknowledging your order and giving you estimated timescales for delivery. You should check both emails for accuracy and let us know immediately if there are any errors. Neither of these emails constitute acceptance of the order by us. Your order will be accepted by us (and a contract will then be formed between us) when we dispatch the goods to you. Title to the goods will pass to you on delivery.
2.3 Where you have redeemed a promotional code or any other offer ("a Code") against your order, acceptance of this order is subject to our verifying that the Code has been issued to you personally, that you comply with all the terms of the offer and qualify for the Code. In the event that the Code has not been issued to you for your personal use or you do not qualify for the offer, the price of the order will be adjusted notwithstanding any email or other confirmation that you receive.
2.4 Consumers have the right to cancel 14 working days from when the goods are received unless we have previously stipulated that the item is a special order or bespoke item.
2.5 If you wish to cancel your order you must notify Mutare via email within the stated 14 day period, cancellations after 14 working days will not be accepted. Upon notifying Mutare of your cancellation, you must return the goods in the same condition and completeness as Mutare delivered them to you, please note this includes undamaged packaging and original delivery packaging. If you do not return the goods in the same condition and completeness, Mutare at its sole discretion can either reject the cancellation or levy a charge against you or your credit card to make good any damage or missing items. In all cases, a repackaging charge of up to £25 will apply.
2.6 The goods remain your property and responsibility until such time as Mutare acknowledges receipt or has signed acceptance of the return delivery of the goods. We strongly advise you to use a secure signed-for service, such as a reputable courier service as Mutare will not be responsible for lost or damaged returns.
2.7 Items that have specifically been designed, created, built bespoke will not be subject to our cancellation policy. Please ensure you have specified your requirements carefully.
2.8 Please note...Trade Sales are not subject to either the consumer Rights act 2015, nor the consumer contracts (information, Cancellation and Additional Charges) Regulations 2013.
3.0 Processing your orders and payment
3.1 Whilst it is our intention to keep our website up to date and error free, product description or pricing errors may occur. If we discover such an error after you have submitted an order to us, we will contact you prior to accepting your order with the correct details. You may then either cancel your order or re-confirm it based on the correct information. If we are unable to contact you, we will treat your order as cancelled.
3.2 All prices shown on our website do not include delivery charges. Delivery charges are clearly highlighted at checkout. For further information on delivery charges see the Shipping & Delivery section on our Customer Service page.
3.3 Customers making a purchase on our website will be directed to the PayPal payment gateway to complete their purchase. You are not required to be a PayPal member to complete your purchase, this is just our chosen method of payment.
4.1 Some postal addresses in Northern Ireland, Scotland & The Highlands, offshore islands and some remote areas of Great Britain may not be covered by our delivery services and we may not be able to arrange delivery of some items to such addresses. You will be notified of this when you place your order.
4.2 Whilst we make every effort to deliver goods on the day we specify, we cannot guarantee delivery on that day or accept liability for deliveries made outside this timescale. We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries.
4.3 All items are subject to stock availability.
4.4 When we deliver your items, you will be asked to sign for the goods to acknowledge that you have received them. This will be conducted by the courier service used to deliver your purchase.
4.5 If your goods fail to arrive within the delivery time frame specified, an investigation will take place with the selected courier and where appropriate a full refund will be given.
4.6 Where an incorrect address has been given to Mutare with the order we reserve the right to charge for any extra carriage costs incurred.
4.7 Claims for damage, delivery discrepancy etc. should be made within 48 hours of delivery - claims will not be accepted after this time.
4.8 For a full schedule of delivery prices please see our Delivery Page.
5.1If the goods have arrived damaged then you must notify Mutare within 24hrs of receiving them and arrangements will be made to investigate with the chosen courier. A full refund or replacement will be made (subject to satisfactory reply from the courier).
5.2 If the goods are not faulty you have 14 working days from the day after the goods arrive to cancel the order and return the goods for a refund. A refund will be provided within 14 days. Please note that our returns are subject to the conditions in section 2 of this policy.
5.3 If you wish to return any goods you must notify Mutare immediately by telephone or email. Please note that you should not send any goods back until you have received a confirmation to do so, either by using the returns form on our site or by verbal confirmation from us, otherwise we will be unable to process your return.
6.1 We do collect the information given at the time of your order. This information is not disclosed to any third party and is collected by Mutare only.
6.2 We aim to offer a top quality service at the best price possible, to do this we need to reserve the right to change the above policies at any time.
6.3 All information is collected lawfully and in accordance with the Data Protection Act 2018.
6.4 If you wish to opt out of any postal marketing please email your details to email@example.com.
6.5 If you have any questions about information privacy at Mutare, please contact firstname.lastname@example.org.
7.1 On order processing pages we use PayPal to handle all transactions.
7.2 If you have any questions about security at Mutare, please contact email@example.com.
7.3 We will take all reasonable precautions to keep the details of your order and payment secure, but, unless we are negligent, we cannot be held liable for any losses caused as a result of unauthorised access to information provided by you.
8.1 Whilst we endeavour to ensure the prices on our website are as accurate as possible, we reserve the right to change a price in exceptional circumstances. If a price is corrected due to exceptional circumstances, customers will be informed of the change before payment is processed and offered the opportunity to cancel the order.
9.1 The use of our site and any contracts formed are governed by English law.
9.2 We shall not be responsible to you whether in contract, tort (including negligence) or otherwise for incidental, special, indirect or consequential loss or damage, any loss of profit (direct or indirect), loss of sales, loss of goodwill or reputation, loss of business, third party claims, pure economic loss arising out of or in connection of the performance or non performance of our obligations under these terms and conditions including such damage as may be reasonably foreseeable at the date you order the goods.
9.3 Nothing in these terms and conditions shall exclude or restrict our liability for death or personal injury caused by our negligence.
9.4 Our liability for any claim for loss or damage shall be limited to the sum paid by you for the goods.
9.5 A person who is not a party to these terms and conditions shall have no right to enforce any term under the Contracts (Rights of Third Parties) Act 1999.
9.6 If any provision of these terms and conditions is found to be invalid or unenforceable by a court the invalidity or unenforceability of such provision shall not affect the other provisions of these terms and conditions.
9.7 We may assign or transfer any of our rights or sub contract any of our obligations under these terms and conditions to any third party.
9.8 You may not assign or transfer any of your rights or sub contract any of your obligations under these terms and conditions except with our specific permission in writing.
9.9 We reserve the right to change these terms and conditions from time to time and any such changes will be communicated on our website.
9.10 There are from time to time links on our website to third party websites which we believe may be of interest to you. We do not have any control over the content of these websites nor can we be liable in respect of anything contained on these websites.
9.11 These terms and conditions govern the entire trading relationship between you and ourselves and will remain in force for the duration of our trading relationship.
9.12 All intellectual property rights (including use of trade marks) are the sole property of their respective owners. All material and images used are for display purposes only and should not be copied without this acknowledgment.
9.13 Any unauthorized use of material on this site is strictly prohibited.
9.14 These Terms and Conditions supersede all previous Terms and Conditions, representations, undertakings and agreements (updated March 2014).
10.1 If we offer Discount Vouchers to customers as a marketing tool, these vouchers cannot be used in conjunction with Promotional Gift Vouchers or any other offer.
11.0 Additional Promotional Gift Voucher Terms
11.1 Promotional Gift Vouchers are issued from time to time in promotions at our discretion.
11.2 Only one Promotional Gift Voucher can be applied to any single order.
11.3 Only one Promotional Gift Voucher can be claimed per email address per day.
11.4 Certain products are excluded from Promotional Gift Voucher redemption. Such products are clearly marked on their respective product pages.
12.1 Product Reviews are available for everyone to make - you do not have to be a Mutare customer. That said, reviews should be based on the goods purchased from Mutare to provide accurate feedback for other buyers. To this extent, it may be necessary to edit or delete certain reviews at the discretion of Mutare.
13.1 Errors and omissions must be excepted.
14.0 No effect to statutory rights
14.1 The above policies are part of our commitment to high quality service. They do not affect your statutory rights as a consumer.