Terms Of Use

By accessing this website you agree to these terms and conditions. If you do not agree to be bound by these terms and conditions you may not use or access this website. The www.suttonsandrobertsons.com website is provided solely for your personal use. You may not use this website for any commercial purpose. References in these Terms and Conditions to 'we', 'us' and 'Suttons & Robertsons' are to Suttons & Robertsons, Registered in England as T. M. Sutton Limited, Registered address 6 Bevis Marks, London, EC3A 7BA. Company Number 28355.

Online shopping

Every care has been taken to ensure that the photographic representation, description and specification of each product is accurate. However, a slight variation in the actual goods may occur. We are therefore unable to guarantee that the product images you see are an accurate representation of the actual merchandise. Before you place an order you should read these terms and conditions carefully as they contain important information about your order. Visitors under the age of 18 should not register with this website or submit any information to us. Visitors to the site buying knives must be over the age of 18.

Acceptance of your order

You can place an order in one of two ways, either online or by visiting a Suttons & Robertsons store

Non-acceptance of an order may be a result of one of the following:

The product you ordered being out of stock

Our inability to obtain authorisation for your payment

The identification of a pricing or product description error

Failure to meet the eligibility to order criteria set out in the Terms and Conditions

Shortly after you have placed an order online with us by pressing the 'Confirm Order Button', an email will be sent to you acknowledging the exact details of your order. This email is not an order confirmation or order acceptance from Suttons & Robertsons. Should you not receive an acknowledgment within five business days, please contact our customer Care Team by calling 0800 072 8987. Lines are open Monday to Friday 9.00am - 5.00pm (closed Saturday, Sunday and Bank holidays)

Order cancellation or amendment

If you wish to cancel or amend your order placed online, please contact Suttons and Robertsons Customer Service Team:

Phone

0800 072 8987

(UK only / local rate number for BT users only. As mobile and other network call charges may vary, please refer to your service provider for more details). Lines are open Monday to Friday 9.00am - 5.00pm (closed Saturday, Sunday and Bank holidays)

It may not always be possible to stop an order from being dispatched, as we endeavour to process orders immediately. If your order has already been dispatched please return the order following the instructions above. Further details are set out in our Returns Policy at section 4. In order to change the details of your order, you must notify us within 30 minutes of your order being placed. Please have the order number to hand. After this time we are unable to amend your order as we endeavour to process orders immediately therefore we would request that you return the goods once they have been delivered - please see section 4 for our returns procedure.

Pricing policy

All prices shown on the website are in £ sterling and are inclusive of VAT, where applicable. Prices may change and offers may be withdrawn at any time. Although we try to ensure all our prices displayed on our website are accurate, errors may sometimes occur. If we discover an error in the price of an item you have ordered, we will contact you as soon as possible. You will have the option to reconfirm your order at the correct price or cancel it. If we are unable to contact you, we may treat your order in respect of the incorrectly priced item as cancelled.

Delivery Information

Please note Suttons & Robertson’s cannot guarantee specific delivery dates and therefore, subject to specific delivery times. Please allow up to five working days for delivery within UK. This is subject to goods being in stock and payment authorisation. We are unable to guarantee delivery earlier than this time frame. However if you have a special request please call Suttons and Robertsons Customer Service Team on 0800 072 8987 (UK only / local rate number for BT users only. As mobile and other network call charges may vary, please refer to your service provider for more details). Lines are open Monday to Friday 9.00am - 5.00pm (closed Saturday, Sunday and bank holidays).

The website

We may change the Suttons & Robertsons website and correct or update information (including product information) on it or change these terms and conditions at any time without notice. Except in relation to the description of products and services available for order from our website, we do not guarantee and are not responsible for the accuracy of any information provided on the website.

You may access and use the website for your personal, non-commercial use. Provided you retain all copyright and proprietary notices, you may:

retrieve and display the content of the website on a screen

print copies of the content for your own personal use

store the content in electronic form (except that you may not store it on any server or other storage device connected to a network)

You may not use the website or its contents:

for commercial purposes

for resale purposes including the systematic extraction and/or re-utilisation of any part of the contents of this website (eg. item listings, descriptions, prices)

to interfere with or disrupt any network or website connected to this website or gain unauthorised access to other computer systems

to interfere with the enjoyment or use of the website by any other person

for any purpose which is unlawful

In addition you may not, in relation to this website, use any:

data mining, robots, or similar data gathering and extraction tools

framing techniques to enclose the trade marks, logos and other proprietary images, text layouts and formats which we use on the website

meta tags or any other "hidden text" which uses our name or trade marks

Using this website does not give you permission to link to it or to use any of the trade marks, designs, get-up and/or logos contained within it

We do not represent or warrant that the material contained in the website, any of the functions of the website and the server will operate without interruption or delay or will be error-free, free from defects, viruses or bugs or compatible with any other software or material. The website is provided 'as is'. Accessing the website is entirely at your own risk. You must not transmit through or to our website any defamatory, threatening, obscene, distressing, harmful or pornographic material or material which may infringe upon the rights of others (including intellectual property rights, rights of confidentiality or rights of privacy) or which does not comply with all relevant laws. This website may include links to third party web sites ("Third Party Site(s)") from time to time. You acknowledge and agree that we will not be responsible for the availability of such Third Party Sites and will not be responsible or liable for any content or services available from such Third Party Sites. You should check the privacy statements and terms and conditions of use of Third Party Sites accessible from this website.

Liability and indemnity

We do not exclude or limit our liability or the liability of any other person for fraudulent misrepresentation resulting from our or their negligence. Except as set out above and in relation to our contractual obligations to supply goods and/or services following acceptance of orders placed on our website, neither we nor any of our agents, affiliates, directors, employees or other representatives will be liable in contract, tort, negligence or otherwise for any loss or damage whatsoever in any way connected with your use or misuse of the website or customer services. We shall not be liable for any indirect, or consequential loss of whatever nature, including damage to software or hardware, loss of data, damage for loss of business, loss of profits, or any other indirect or consequential loss arising out of or in connection with your use of the website or customer services (including without limitation, any such loss arising out of or in connection with any order placed on the website, whether or not accepted by us).

Privacy and communications

When you place orders online, we collect certain personal and transactional information (e.g. name, address, email address, credit/debit card details) from you. To fulfil our obligations to you under these Terms and Conditions, we communicate with you by email and by posting notices on the website. You agree to receive communications from us electronically in this way and that electronic communications will satisfy any legal requirement for communications to be in writing.

Jurisdiction

The website is controlled and operated in the UK. These Terms and Conditions and all matters connected with any order you place on our website are governed by English law and you agree to submit to the exclusive jurisdiction of the English courts in relation to all matters connected with or arising out of the website or your use of customer services or any order you place on the website.

General

We may change these Terms and Conditions at any time. If any of these terms and conditions are invalid or unenforceable, the remainder of these terms and conditions shall continue to have full force and effect. We will not be responsible to you for any delay or failure to comply with our obligations under these Terms and Conditions if the delay or failure arises from any cause beyond our reasonable control. If you breach these Terms and Conditions and we take no action, we will still be entitled to use our rights and remedies in other situations where you are in breach.

Customer Support

Please contact our Customer Care Team in the event of any queries:

Phone

0800 072 8987

 (UK only / local rate number for BT users only. As mobile and other network call charges may vary, please refer to your service provider for more details). Lines are open Monday to Friday 9.00am - 5.00pm (closed Saturday, Sunday and bank holidays)

Customer Complaint Procedure

We take great pride in our friendly approach to financial services and meeting the needs of our customers. In order to ensure that we continually meet the highest levels of service, we are committed to listening to your feedback and resolving any issues you may have.

Telephone our Customer Relations Team on:

0330 024 1754

Lines are open Monday to Friday between 9:00am – 5:00pm

In writing

The Customer Relations Unit

T.M.Sutton Limited

Unit 1

Castle Marina Road

Nottingham, NG7 1TN

Email

contactrequests@suttonsandrobertsons.com

What happens next?

1. If you contact us about any concerns and if we have been unable to resolve your complaint immediately, the Customer Relations Unit will send a letter to acknowledge the receipt of your complaint. We will consider all factors you have raised and we may need to contact you further for further information.

2. We will try to resolve your concerns as soon as we can and let you know what we are going to do to reach a satisfactory conclusion. Where we cannot resolve matters immediately, we will carry out an investigation and this will be detailed in a response letter to you. This letter is called the “Final Response”.

3. The Final Response should be sent to you within 8 weeks from the receipt of your complaint. If we are not able to issue a response by this time, we will send you an update and let you know how you can refer your complaint to the Financial Ombudsman Service should you wish to do so. We will also enclose a leaflet explaining this process, or for further information, please refer to:www.financial-ombudsman.org.uk However, in the meantime we will continue our investigation and issue the Final Response as soon as possible.

What if I remain dissatisfied?

If you are still dissatisfied after receiving the Final Response letter and if your complaint relates to the provision of credit; you can refer your concerns to the Financial Ombudsman Service within 6 months of receiving our Final Response.

In writing

THE FINANCIAL OMBUDSMAN SERVICE

Exchange Tower

London E14 9SR

Phone

033 123 9123

Email

complaint.info@financial-ombudsman.org.uk

Payment methods

We only accept payment for orders in £ sterling. We accept payment by all major debit and credit cards. If you choose to pay for an item using a payment card with a foreign currency denominated account, the account will still be taken in £ sterling at the conversion rate applied by the relevant payment scheme at the time of processing your order.

Please note, we cannot guarantee the security of data which you send us by email. Accordingly, please do not send us payment information using email. For details of the security measures we employ please read our Security and Privacy policy. Unless we are fraudulent or negligent we will not be liable to you for any losses caused as a result of unauthorised access to the personal and transactional information you provide us when placing an order.

Please note that Suttons & Robertsons does not accept cash or cheques as payment online. If you have any queries about your card payment, please contact your bank/card issuer.