7. PROVIDING THE PRODUCTS
7.1. Delivery costs. The costs of delivery will be as displayed to you on our website.
7.2. When we will provide the products. During the order process we will let you know when we will provide the products to you.
7.3. We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
7.4. Collection by you. If you have asked to collect the products from our premises, you can collect them from us at any time during our working hours, which are:
Monday: 9.30 am – 5.30 pm
Tuesday: 9.30 am – 5.30 pm
Wednesday: 9.30 am – 5.30 pm
Thursday: 9.30 am – 5.30 pm
Friday: 9.30 am – 5.30 pm
Saturday: 9.30 am – 5.30 pm
Sunday: 11.30 am -4.30 pm
Please note that we are closed on the following days:
Easter Sunday
Christmas Day
Boxing Day
New Year’s Day
Bank Holiday Mondays
Selected holidays
7.5.If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
7.6.If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and Clause 10.2 will apply.
7.7.When you become responsible for the goods. A product will be your responsibility from the time we deliver the product to the address you gave us or you collect it from us.
7.8.When you own goods. You own a product once we have received payment in full.
7.9.What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, selected options (such as sizing), delivery address and personal details. If so, this will have been stated in the description of the products on our website. If you do not give us this information within a reasonable time, or if you give us incomplete or incorrect information, we may either end the contract (and Clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
YOUR RIGHTS TO END THE CONTRACT
8.1.You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
(a)If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product replaced or to get some or all of your money back), see Clause 11;
(b)If you want to end the contract because of something we have done or have told you we are going to do, see Clause 8.2;
(c)If you have just changed your mind about the product, see Clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;
(d)In all other cases (if we are not at fault and there is no right to change your mind), see Clause 8.6.
4.2.Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
(a)we have told you about an upcoming change to the product or these terms which you do not agree to (see Clause 6.2);
(b)we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
(c)there is a risk that supply of the products may be significantly delayed because of events outside our control;
(d)we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or
(e)you have a legal right to end the contract because of something we have done wrong.
5.3.Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
5.4.When you don’t have the right to change your mind. You do not have a right to change your mind in respect of products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them (including lingerie, bodysuits or swimwear).
5.5.How long do I have to change my mind? You have 14 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.
5.6.Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see Clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered and paid for. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund reasonable compensation for the net costs we will incur as a result of your ending the contract.
HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)
9.1.Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
(a)Phone or email. Call customer services on 020 8693 3222 or email us at katie@macandmiller.co.uk. Please provide your name, home address, details of the order and, where available, your phone number and email address.
(b)By post. Print off the cancellation form at the end of these Terms and Conditions and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.
9.2.Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must return the goods in person to 61 Northcross Road, London, SE22 9ET or post them back to us at 61 Northcross Road, London, SE22 9ET. Please call customer services on 020 8693 3222 or email us at katie@macandmiller.co.uk for a return label. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
9.3.When we will refund the costs of return. We will refund the costs of return:
(a)if the products are found to be faulty or misdescribed; or
(b)if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances you must pay the costs of return.
2.4.How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
2.5.Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
(a)We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
(b)The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
2.7.When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
(a)your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.
(b)In all other cases, your refund will be made within 14 days of your telling us you have changed your mind
10.OUR RIGHTS TO END THE CONTRACT
10.1.We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
(a)you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, select options (such as sizing), delivery address or personal details; or
(b)you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
2.2.You must compensate us if you break the contract. If we end the contract in the situations set out in Clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract
11.IF THERE IS A PROBLEM WITH THE PRODUCT
11.1.How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 020 8693 3222 or email us at katie@macandmiller.co.uk or write to us at 61 Northcross Road, London, SE22 9ET. Alternatively, please speak to one of our staff in-store.
11.2.Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.
| Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
As your product are goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
up to 30 days: if your goods are faulty, then you can get an immediate refund.
up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
See also Clause 8.3.
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3.Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to 61 Northcross Road, London, SE22 9ET,or post them back to us. We will pay the costs of postage. Please call customer services on 020 8693 3222 or email us at katie@macandmiller.co.uk for a return label.
PRICE AND PAYMENT
4.Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see Clause 12.3 for what happens if we discover an error in the price of the product you order.
5.We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
6.What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
7.When you must pay and how you must pay. We only accept payment by PayPal and Stripe. You will need to pay for the products before we dispatch them.
THE SCHEDULE
MODEL CANCELLATION FORM
(Complete and return this form only if you wish to withdraw from the contract)
To:
Mac & Miller Limited
61 Northcross Road
London
SE22 9ET
020 8693 3222
katie@macandmiller.co.uk
I …………………………………………………………… hereby give notice that I cancel my contract of sale of the following goods:
1…………………………………………………………………………………………………………………….
2…………………………………………………………………………………………………………………….
3…………………………………………………………………………………………………………………….
4…………………………………………………………………………………………………………………….
5…………………………………………………………………………………………………………………….
6…………………………………………………………………………………………………………………….
Ordered on ………………………………………………………. received on ……………………………………………………….
Name of customer: …………………………………………………………………………………………………………………………………….
Address of customer: …………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………… Postcode: ……………………………………………….
Signature of customer
(only if this form is notified on paper): …………………………………………………………………….
Date: ……………………………………………………….
