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Terms & Conditions

Privacy

• We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the Which? Web Trader Code of Practice.
• We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.
• We will not e-mail you to let you know about new products on the site unless you have given your consent.
• If we do send you a 'marketing email' about our services, you will have the option to refuse further marketing email.
• We do not release your personal information to other traders or third parties, except to our small group of suppliers solely in order that they can if necessary send you your order directly.
• The type of information we will collect about you is your name, address, phone number and email address.
• We do not collect or store credit card numbers - these are collected by our Credit Card service, WorldPay.
• We will never collect sensitive information about you without your explicit consent.
• The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
• The personal information which we hold will be held securely in accordance with our internal security policy and the law and the Which? Web Trader Code.
• If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

Security

• Our website has a database that stores delivery details in a password-protected database. No credit card numbers or credit card addresses are stored.
• Our website is hosted commercially by vpslink.com. To the best of our knowledge its content cannot be interfered with.
• We do not use 'secure servers' since the information we take is purely for the items listed above and does not include credit card information. We use a normal internet connection. When it comes to making payment, you use the WorldPay payment page which is on a secure server.

Complaints

• We respond to all complaints within a day, maximum 2. Please email us at complaints@polesetc. We naturally take complaints very seriously.

Delivery

• We deliver usually inside one week (5 working days), provided the product is in stock.
• For the rare occasion where the product has to be back-ordered from the manufacturer, we will inform you of a delivery estimate once yor order is received.
• The delivery cost is shown to you when you order. Basically, for orders above £100 delivery is free. Below that order amount, we calculate the delivery cost based upon the size of the products being shipped.
• We usually use Interlink Express couriers for deliveries, but we may use an alternative delivery company.
• The parcel will require signing for. Please use the Special Instructions section of your order to tell us if the parcel should be left without signature in a safe place or with a neigbour. If delivery is unattended and without signature we cannot be liable for any loss or damage.

Company

• You are dealing with Sandy Point whose prinipal is Vanessa Poynter, based at Theydon Gallery, 12 Coppice Row, Theydon Bois, ESSEX CM16 7ES, UK. Tel: 0208 123 8473.
• Our other businesses are the online hand-made curtain maker CurtainShack.co.uk and the online hand-made blind maker RomansDirect.co.uk.

Refunds and Returns

• If any item is faulty are damaged please inform us as soon as possible and we shall arrange a replacement at our cost or refund if required.
• If the item is not suitable, you may return it to us and we shall refund you the full cost of the order. The cost of carriage to us is at your expense. If you wish us to arrange a courier to pick up the goods we have to pass on to you the cost of £18 including VAT. The item(s) returned should be be in original condition including packaging. Specifically, we can't accept returns for mistakes in measurement or inappropriateness of fabric. We have considered offering refunds in the past and have concluded that eventually it force us to put up our prices.
• If, on the other hand, the manufacture of the product is faulty or not what you ordered, you may have a full refund by emailing returns@polesetc.com and returning the item(s) to us.

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