Melton Mowbray Tel. 01664 502602 Loughborough Tel. 01509 230465
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Terms & Conditions

Terms & Conditions

Customer Service

If you require further assistance with ordering, please contact your local branch between 9.00am to 5.30pm Monday to Friday, 9.00am to 5.00pm Saturday. These calls will be charged at National Rate. Should you wish to email us with your enquiry, see our contact page for details and we will endeavour to respond to your email within one working day.

Method of Payment

We accept most credit/debit cards showing the MasterCard, Visa or Switch logo, but do not accept American Express. If you prefer to pay by cheque please allow 5 working days for it to clear after reaching us before goods can be despatched. We do not offer any credit facilities. Please note that full payment will taken once your order has been confirmed with an operator unless otherwise stated. Payment by BACS can also be arranged.

Price of Goods

All prices shown are inclusive of V.A.T. but may exclude delivery and installation.

Description of Products on Our Site

Please note that although we take great care in supplying the specifications of the goods on our site, they are liable to change without warning by the manufacturer. We will inform you as soon as we are aware of any changes. If you have any queries in relation to specific features of an appliance please do not hesitate to contact us. It is always advisable to view a real product before making a decision to purchase. All products are supplied with standard accessories as denoted by the manufacturer, but should additional ones be required (e.g. longer washing machines hoses) then please contact the relevant manufacturer’s spares department, or local spares stockist (e.g. plumbers merchant).

Delivery/Carriage

Delivery and Carriage charges may vary from product to product and are shown during the order process by adding an item to your basket. Any additional charges for extra services (e.g installation, removal) will be shown during the order process. We can only deliver items to UK mainland postcodes within a 20 Mile radius from our 2 branches at Melton Mowbray and Loughborough. If you are unsure whether your address falls into the delivery zone please contact your nearest branch for confirmation.

Delivery Duration

Providing the goods are in stock we aim to deliver within 3 working days of your order. If this is not possible we will contact you by telephone or email. Some items may be despatched directly from our supplier, if this is the case then you will be notified by telephone or email.

Out of Stock Items/No longer available

If an item is out of stock you will be contacted to rearrange delivery or to cancel the order if you do not wish to wait for the product. If the unlikely situation arises where the product is no longer available then a full refund can be issued.

Acceptance of Goods

Please note that on delivery of the goods you will be asked to sign to state that you have received the goods. We would therefore ask you to check to goods as thoroughly as possible before signing. If damage is found or a fault occurs after the delivery team have left, an engineer will normally have to call before any uplift or exchange will be authorised, depending on the manufacturer. You must tell us about any fault or damage as soon as possible. If you are planning to store your new purchases until the location for them is ready, please still unpack them at the time of delivery or soon after to check for damage. We do not accept any responsibility for the condition of items moved on to another location by a third party retained by you once they have been signed for. If you are unhappy with the condition of the item at the time of delivery, we would always recommend refusing the item, and a replacement model can be organised.If an exchange is authorised, then this will have to be processed with either ourselves or the manufacturer, and can often take a minimum of a week to have the exchange completed. With manufacturers items we will endeavour to have the new machine delivered and the faulty one taken away at the same time. If it is an item despatched from our warehouse, then we will despatch the new machine when the faulty one has been returned to us for evaluation. Any damage or fault on items dispatched from our warehouse must be reported to us as soon as reasonably possible, so we suggest your purchase is inspected by someone shortly after delivery.

Please note that any item due for exchange must not be used unless the manufacturer or we have authorised it. No used item will be accepted back for exchange unless previously agreed, and you may be charged for the aborted call or collection and return of the original product to you. If an item is being returned for refund to either us or the manufacturer, refunds will be issued on goods within 30 days of this cancelation and return once authorised.

Appliance guarantees

All appliances supplied by Stuart Westmoreland have a minimum of 1 year manufacturer’s warranty for parts and labour, and in some cases longer, as stated by the manufacturer, subject to customer registration. All warranties are valid for domestic use only unless otherwise stated. Most of these guarantees can be fully extended up to a 5 year cover through our chosen extended warranty company, Retracare. Please note that your standard warranty guarantee excludes faults caused by misuse, neglect or accidental damage. Batteries and other perishable or consumable items are also excluded.

Retracare

If you have chosen to take out a warranty extension the policy is with Retracare and will come into place after the manufacturers warranty. Please read the Retracare SummaryWarranty Package for more information. If you have any questions regarding what is covered by Retracare you may contact them on Tel: 01234 245900.

Service on domestic appliances

In the event of a breakdown within the warranty period, a call out may be booked directly with the manufacturer’s service organization. Details on how to contact the service point are supplied with the machine. Should you have difficulty we would be happy to organize a service call for you. Please note that manufacturer and extended warranties are valid for domestic use only unless stated otherwise.

In accordance with the waste and electronic equipment regulations 2006 Stuart Westmoreland is fulfilling their distributor obligations as a member of the WEEE Distributor Take Back Scheme. For further information please visit www.recycle-more.co.uk.

Localised service arrangements

Some manufacturers do not have nationwide service engineers e.g. Panasonic, and with these companies you will need to contact their local authorised service dealer. If you do not have a local repair centre we can organise the return of small goods to us for repair but at your expense for any costs we incur.

Service on home entertainment products

Manufacturers in this category will not have a home call out service for the majority of their goods. It will be necessary for you to take your faulty appliance to a local registered dealer for any repairs, and we would recommend that you find out who that may be before you purchase your item. With larger products where a call out is necessary, the local service agent may charge you for the call out although the actual work on the item will be done under guarantee if applicable. Any products that need to be returned to us, must be done so in their original packaging.

SPECIAL NOTICE FOR LCD & PLASMA TELEVISIONS

Stuart Westmoreland would encourage consumers take the time to familiarise themselves with the nature of Plasma/LCD technology. ISO 13406 is an international manufacturing standard which addresses Plasma/LCD display image quality. Pixel defects are among the quality issues defined. ISO 13406-2 recommends how many defaults are acceptable in a display before it should be replaced, within the terms and conditions of the warranty. This standard may be amended in the future with technical developments.

Service on Cameras, Camcorders, DVD recorders and Plasma

All our products named above are covered by a repair service carried out directly between the manufacturer and yourself. There is a telephone number detailed in the paperwork accompanying your purchase, and this can be called to organise a repair.

Please note that we are not allowed to handle any repairs to these items, and can only accept back products where damage has been caused during delivery. Should this be the case, then please refer to our terms above (Acceptance of Goods) regarding these situations.

Complaints

Should you have any problems with the service we provide, we would welcome any comments either by phone or by email. These will be responded to as quickly as possible, but no later than five working days. All complaints will be dealt with on an impartial basis and in confidence, except where it is necessary to contact a manufacturer regarding your complaint.

In the event that there has been a problem with delivery, we will endeavour to have the matter resolved with the service in question within 48 hours. Should the complaint involve damage to the item on delivery, or complete non-delivery, we cannot promise that the matter will be resolved straight away. This is due to the movement of stock within the various delivery procedures we operate, and it may take a minimum of two working days to have the matter concluded. In all situations we will try our up most to resolve any problems as quickly, easily and fairly as possible.

Cancellation Rights

YOUR RIGHT TO CANCEL

From June 13th 2014 under the European Directive on distance selling, incorporated into UK Law by The Consumer Contracts Regulations 2013, you as a customer have the right to cancel any order within 14 days from the day you receive it. You must notify us by email or letter that you wish to cancel your order.Your right to cancel an order for goods starts from the moment you place your order and ends 14 days from the day you receive the goods. This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back.

You must send the goods back to us at your own cost by either a fully insured courier or we can pick the product up for a fee. Please return the item to your local branch.The item must be returned in its original packaging. When you return the goods to us you must ensure you package the product well and include all the items you received in the original package (any missing items e.g remotes,leads are chargeable). We recommend the parcel is insured to cover loss or damage in transit.You may inspect the goods in a way that would be possible in store but may not use the goods in a way other than permitted in store. For example you can unpack, assemble and turn on the goods. Using the goods goes beyond what is necessary to ascertain the nature of the goods, and is not something the consumer would do in a shop.

You are liable for any diminished value of the goods for damage or wear and tear where the item has not just been checked but used.

YOUR RIGHT TO A REFUND

If you cancel this contract, we will reimburse to you all payments received from you using the same means of payment as you used for the initial transaction.We may make a deduction from the refund for loss in value of any goods supplied, if the goods have been used. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.We will make the reimbursement without undue delay, and not later than -(a) 14 days after the day we receive back from you any goods supplied, or(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods.

This does not affect your statutory rights for Faulty Goods.

Privacy Policy – Updated May 2018

By browsing or using our website you agree to this policy governing the use of the website. If you do not accept this policy then you must not continue to use our website.

We promise:

– To keep your data safe and private.
– Not to sell your data.
– To make it easy for you to manage/review or remove your marketing choices at any time.
– To delete your data if it is no longer required.

How we use your name and contact details

– To deliver your orders.
– Send order updates by text, e-mail or by telephone.
– Sending you information by e-mail or post about new products and services – If opted in.
– For fraud prevention.
– For customer service and product support.
– For training purposes.

How we use your date of birth information

– For Rental and Finance applications and for fraud prevention.

Your payment information

– We do not store credit card details on our servers these are processed directly by the credit card processing company HSBC Group Services on their secure Global payments system. Paypal will use tokenization, which means that the primary account number is replaced with a series of randomly generated numbers called the token. These tokens can then be passed through the Internet to process the payment without actual bank details being exposed.

Your contact history with us

– For customer service and support.

Your stored contact details

– Held on our secure in house system which is maintained by Glenfield Software Ltd
– This database is shared with our sister company Freenet Ltd.
– Any stored data is not used by our sister company Freenet Ltd or Glenfield Software Ltd.

Information about the devices you use on our website

Information you give us when you browse our website, including your IP address and device type and, if you choose to share it with us, your location data, as well as how you use our website.
To prevent and detect fraud against either you or Stuart Westmoreland and to meet our legal obligations about looking after your data.

Sharing your information

We will not sell or rent your personal data to a third party – including your name, address, email address, email address, telephone number/s.

However, in order to fulfil your order or service we will share it with:
– Payment service providers, stock suppliers and delivery companies.
– Companies that provide services selected by you such as SKY UK, POP.
– Professional service providers, such as our reviews collection company (Reviews.co.uk), marketing agencies, advertising partners and website hosts who help us run our business.
– Credit reference agencies, finance companies, law enforcement and fraud prevention agencies.
– Manufacturers when spare parts are sent to you or for warranty purposes.
– Service engineers or technicians repairing products in your home or work premises.
– We may provide third parties with anonymised information and analytics about our customers and, before we do so, we will make sure that it does not identify you.

Marketing messages

We will only send you marketing messages if you consent for us to do so.
You can stop receiving marketing messages from us at any time.

You can do this by the following methods
– By clicking on the ‘unsubscribe’ link in any email.
– By e-mailing sales@stuartwestmoreland.co.uk or by writing to Stuart Westmoreland, 14-18 Leicester Street, Melton Mowbray, Leicestershire, LE13 0PP.

Once you do this, we will update your profile to ensure that you don’t receive further marketing messages.
Please note that we will update our systems as quickly as we can but you may still get messages from us while we process your request – This should take no longer than 48 working hours.
Stopping marketing messages will not stop communications in regards to orders or customer related issues.

Online Advertising

Like many companies, we target Stuart Westmoreland banners and ads to you when you are on other websites and apps. We do this using a variety of digital marketing networks and ad exchanges, and we use a range of advertising technologies like, pixels, ad tags, cookies, and mobile identifiers, as well as specific services offered by some sites and social networks, such as Facebook’s Custom Audience service.

The banners and ads you see will be based on information we hold about you, or your previous use of Stuart Westmoreland or on Stuart Westmoreland banners or ads you have previously clicked on.

Your information

We will keep your information for as long as you have an account, or as long as is needed to be able to provide the services to you, or for as long as is necessary to provide product related services.

If required to meet legal or regulatory requirements, resolve disputes, prevent fraud, or enforce our terms and conditions.

Your rights

– The right to be informed about how your personal information is being used.
– The right to access the personal information we hold about you.
– The right to request the correction of inaccurate personal information we hold about you.
– The right to request that we delete your data, or stop processing it or collecting it, in some circumstances.
– The right to stop direct marketing messages and withdraw consent for other consent-based processing at any time.
– The right to request that we transfer or port elements of your data either to you or another service provider.
– The right to complain to your data protection regulator — the Information Commissioner’s Office.

Changes to our privacy statement

If significant changes are made to this statement than we will make that clear on our websites or by e-mailing you so that you are able to review the changes before you continue to receive marketing messages from us (If opted in).

Deletion of data

If you request deletion of your data, we will remove all your email/telephone information from all data holding areas. Only your name, address and order details with be kept in our in house system due to taxation laws (e.g the Finances Act 2008). This is currently held for 7 years from date of purchase.

How to contact us

If you want to contact us regarding anything within the privacy statement, review your stored data or request deletion of your data then please contact us by e-mailing sales@stuartwestmoreland.co.uk or by writing to us at:

Stuart Westmoreland (Holdings) Ltd
14 – 18 Leicester Street
Melton Mowbray
Leicestershire
LE13 0PP

You also have the right to complain to the Information Commissioner’s Office. Find out on their website how to report a concern https://ico.org.uk/concerns/

Google Certified Shops

You may also be contacted after your purchase asking you to review the products you purchased from Stuart Westmoreland. We supply the following information to Google who provide consumer reviews about some of the products on the site:

  • We will supply your name and email address and information about the purchased product to Google.
  • We will not share any credit or debit card information nor your address details with Google.
  • If you purchase multiple items in one order Google will only contact you about one of the products you purchased.

Cookies

We may also obtain information about your online movements and use of the internet. We do this by placing a ‘cookie’ which is a small file, on your computers hard disk. Cookies are used for several reasons, for example to recognise you whenever you visit the website ensuring you do not have to enter all your details and thereby speeding up the process so you do not have to log on each time. It will also enable us to store your personal preferences, build up a profile about you and advertising campaigns. We cannot provide a full service to you if you disable the cookie function on your web browser so we advise you to maintain the same. For further information about cookies and how to disable them please go to: aboutcookies.org.

We use cookies in conjunction with Google Analytics, so we can track users throughout our website and continue to improve our service.

Stuart Westmoreland continually evolves its business for the benefit of its customers. In line with this it may be necessary from time to time to amend this Privacy Policy.

This website is owned by Stuart Westmoreland (Holdings) Ltd and the data controller is Stuart Westmoreland (Holdings) Ltd.

Legal Information

Stuart Westmoreland Ltd, 14-18 Leicester Street, Melton Mowbray, Leicestershire, LE13 0PP

Telephone : 01664 502600

VAT Registration No. 598689541

Registered in UK 2992549

Registered office: Cawley House, 149-155 Canal Street, Nottingham, NG1 7HR

This page (together with the documents referred to on it) sets out the terms and conditions on which we supply the product(s) listed on our website. Please read these terms and conditions carefully before ordering any product(s). By ordering any product(s), you agree to be bound by these terms and conditions.

Delivery Timescales

Stuart Westmoreland (Holdings) Ltd will deliver all purchased goods within a window of 7 days. Stuart Westmoreland (Holdings) Ltd will contact all customers immediately after a sale has been made to confirm the delivery details.

Click and Collect

Click & Collect is available on selected products from our main store. Stuart Westmoreland (Holdings) Ltd will email you when your order is ready for collection. Stuart Westmoreland (Holdings) Ltd will hold your order for 7 days.

Payment is required on collection of goods.

Information about us

https://www.stuartwestmoreland.co.uk (this site) is operated by Stuart Westmoreland (Holdings) Ltd. Stuart Westmoreland (Holdings) Ltd is registered in the U.K. and we trade from 14-18 Leicester Street Melton Mowbray Leicestershire LE13 0PP. Stuart Westmoreland (Holdings) Ltd’s VAT number is 598689541.

Service availability

This site is only intended for use by, and orders will only be accepted from, residents of the United Kingdom of Great Britain and Northern Ireland. We cannot commit that product(s) supplied are suitable for use in any other regions.

Placement and processing of orders

If you wish to buy product(s) through this site then you should follow the procedure specified in this site.

After placing an order, and once payment has been authorised, you will receive a sales confirmation via email acknowledging that your order has been received by Stuart Westmoreland (Holdings) Ltd.

Acceptance of your order will be made which confirms that the product(s) you have ordered are available for delivery.

The contract between you and Stuart Westmoreland (Holdings) Ltd will only be formed when a sale confirmation is sent to you and payment has been received.

Stuart Westmoreland (Holdings) Ltd will confirm that your chosen product will be delivered on certain date and request that this is acceptable.

Cancellation

If you wish to cancel your order, this will need to be done by 12pm the working day prior to your delivery date (Mon-Fri), or delivery will be made. Any returns after this time will be liable for a collection charge.

You will be informed as soon as possible if for any reason product(s) ordered by you are not available for supply. Where you have already paid for the product(s), you will then be issued with a full refund or an alternative product.

Consumer Rights

If you are ordering product(s) as a consumer you may cancel the contract at any time within a fourteen working day “cooling-off” period, beginning on the day after the day you receive the product(s) (the required post contractual information will be supplied in an email confirming your delivery).

To cancel a Contract, you must inform Stuart Westmoreland (Holdings) Ltd. You will then be contacted to agree a method for returning the product(s). Product(s) must be returned in the same condition in which you received them. If you return product(s) in person or send them they will be at your risk until they are received by us. You have a legal obligation to take reasonable care of the product(s) while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. We may also charge you a reasonable sum as reimbursement for any missing items such as leads or remote controls.

If you need to return product(s) because you are a consumer and have cancelled the contract within the fourteen working day cooling-off period, you will be responsible for the cost of returning product(s) to us or, where applicable, of us collecting them from you.

Upon receipt of the product, we will refund the price of the product(s) in full, including any initial delivery charges, less the cost(s) we incur in collecting the product, and replacing any missing item(s) or accessories. We will process the refund due to you as soon as possible and, in any case, within thirty days of the day we take receipt of the product(s).

If you are returning product(s) that are faulty, you will not be responsible for any collection costs. You will need to contact Stuart Westmoreland (Holdings) Ltd and we will initially look at resolving the issue. If this is not an issue that we can resolve, and the product is less than 28 days old, then the product can be returned, at our cost, and you will receive a full refund. However, if any accessories are missing, the cost of these will be deducted from your refund.

Details of this statutory right, and an explanation of how to exercise it, are also provided in the sale confirmation. This provision does not affect your statutory rights.

Price

The price of any product(s) will be as quoted on this site from time to time, except in cases of obvious error. These prices include VAT but exclude delivery costs and any other additional services you may have opted for e.g installation, old product disposal etc.

Prices are liable to change at any time, but changes will not affect orders that are the subject of a sale confirmation.

This site contains a large number of product(s) and it is always possible that, despite our best efforts, some of the product(s) listed may be incorrectly priced. Prices will normally be verified as part of the dispatch procedures so that, where the correct price is less than the stated price, you will be charged the lower amount. If the correct price is higher than the stated price, you will be contacted for instructions before dispatching the product(s) and you may then cancel your order if you wish. If you do not cancel your order the product(s) will be supplied at the higher price. We are under no obligation to provide product(s) to you at the incorrect (lower) price, even after we have sent you a sale confirmation, if the pricing error is obvious and unmistakable and could have reasonably been recognised by you as a mis-pricing.

Payment

All payments must be in UK Pounds Sterling.