© 2024 Muick Sandy
Where to find information about us and our products
1.1 You can find everything you need to know about us, Muick Sandy, and our products on our website, in our brochure, or from our sales staff before you order. We also confirm the key information to you in writing after you order, either by email or on paper.
When you buy from us you are agreeing that:
You’re responsible for making sure your order details are accurate and for bearing the costs of re-delivery or return of non-faulty products.
3.1 When placing your order, we will take you through your selected productsand services in detail, including operation, maintenance and care information. Details including model, size, colours and your needs will be thoroughlydiscussed with you, and you will be asked for a signature to confirm the order. When confirming your order, you agree that the order and its contents arecorrect, and you are happy to proceed.
3.2. You need to give us information about things that could make it difficult for us to complete the order with you, for example, access to your property or any other specific delivery or installation requirements. It is always your final responsibility to ensure products will fit into your home and we will charge you additional sums for re-delivery or to return non-faulty products.
We offer several ways to place your order and make payments
4.1 You can place your order in-person or over the phone. Our usual payment methods include credit card, cheque, cash, and electronic bank transfer (our bank details will be provided upon request).
4.2 Please note that:
If you are chronically ill or disabled and the product(s) you are ordering are denoted ‘VAT free’, you may be eligible for the VAT-free price.
5.1 To qualify you must complete and sign an eligibility declaration. Please note there are penalties for making false declarations; if you are in any doubt as to whether you are eligible to receive goods or services zero-rated for vat, you should consult HM Revenue & Customs notice 701/7 vat reliefs for disabled people or contact the vat national advice service on 0300 123 1073 before signing the declaration.
Products can vary slightly
6.1 A products true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.
We’re not responsible for delays outside our control
7.1 If our supply of your product is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. Provided we do this, we wont compensate you for the delay, but if the delay is likely to be substantial you can contact our customer service team to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred.
You have rights if there is something wrong with your product
8.1 If you think there is something wrong with your product, you must contact our customer service team. We honour our legal duty to provide you with products that are as described to you and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions.
8.2 For detailed information please visit the citizens advice website www.citizensadvice.org.uk
8.3 Remember too that, you have several options for resolving disputes with us.
For your peace of mind, we provide warranty on our products
9.1 Each of our products come with a 12-month manufacturing warranty. Some products do come with an extended warranty, this will be stated in the back of your user manual.
We reserve the right to inspect products reported as fault
10.1 If you have reported a fault, we will arrange an engineer to inspect the product at the delivery address. A charge will be made in advance which will be refundable if a manufacturing fault is confirmed.
10.2 As a customer, its your legal right to receive either a refund, repair or replacement for products that are either faulty or not what you expected as per the consumer rights act. We'll offer resolutions based on the timelines outlined in the Consumer Rights Act (2015) for products purchased from 1st October 2015 onwards, and those outlined in the sale of goods act for those bought prior to this date.
You have a right to change your mind, but you must return the product at your own cost. The deadline for changing your mind.
11.1 If you change your mind about a product you must let us know no later than 14 days after the day we deliver it.
How to let us know
12.1 To let us know you want to change your mind, contact our customer service team.
You must return the product at your own cost.
13.1 You must return your product (and any free gifts provided with it) soon after telling us you have changed your mind. Returns are at your own cost, you can:
We reduce your refund if you have used or damaged a product
14.1 If you handle the product in a way which would not be acceptable, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the products condition is not as new. In some cases, because of the way you have treated the product, no refund may be due.
When and how we refund you
15.1 If you tell us youve changed your mind about a product that hasnt been delivered, we refund you as soon as possible and within 14 days. If youre sending your product back to us, we refund you within 14 days of receiving it. We refund you by the method you used for payment and we dont charge a fee for this.
We can change products and these terms. Changes we can always make.
16.1 We can always change a product:
Changes we can only make if we give you notice and an option to terminate
17.1 We can also make the following types of change to the product or these terms, but if we do so well notify you and you can then contact our customer service team to end the contract before the change takes effect and receive a refund for any products youve paid for, but not received.
We can withdraw products
18.1 We can stop providing a product. We let you know as soon as possible in advance, and we refund any sums youve paid in advance for products which wont be provided.
We can end our contract with you
19.1 We can end our contract with you for a product and claim compensation due to us if:
We don’t compensate you for all losses caused by us or our products
20.1 We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:
We use your personal data as set out in our privacy notice
21.1 Muicksandy ltd are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the general data protection regulation gdpr). We collect information about you for two reasons: firstly, to process your order and secondly to provide you with the best service possible.
21.2 The type of information we will collect about you when you place an order or register on our website includes:
21.3 This information is stored on our internal systems and our website simply verifies you as a customer of muicksandy. 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 visiting your own account or by contacting us. If you find any inaccuracies, we will delete or correct it promptly. The personal information that we hold will be held securely in accordance with our internal security policy and the law. We may use technology to track the patterns of behaviour of visitors to our site. We use the information you provide for the following purposes:
21.4 If you have any questions or comments about your privacy you can e-mail us at: firstname.lastname@example.org.
21.6 Unless otherwise stated, all rights, including copyright, in the content, text and graphics of these Muick Sandy web pages are owned and controlled for these purposes by Muick Sandy ltd. You are not permitted to copy, broadcast, download, store, transmit, show or play in public, adapt or change in any way the content of these Muick Sandy pages for any other purpose whatsoever, in any medium, without the prior written permission of Muick Sandy.
21.7 In accessing Muick Sandy web pages, you agree that you may only download the content for your own individual and non-commercial use.
21.8 Feel free to use small quotes as long as you acknowledge our site and provide a link back to the original source.
You have several options for resolving disputes with us
22.1 Our complaints procedure. Our customer service team will do their best to resolve any problems you have with us or our products. Please call them on 0800 043 2323. Alternatively, you can email us at email@example.com. We aim to respond to all emails within two working days.
22.2 If it is more appropriate to send in your complaint in writing, please send this to:
Muick Sandy, Unit 4, 221 Central Park, Bristol. BS14 9BZ.
We endeavour to acknowledge all complaints received by post within two working days.
You can go to court
23.1 These terms are governed by english law and wherever you live you can bring claims against us in the english courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Other important terms apply to our contract
24.1 We can transfer our contract with you, so that a different organisation is responsible for supplying your product.
24.2 We will notify you in writing if this happens and well ensure that the transfer wont affect your rights under the contract. If you're unhappy with the transfer, you can contact our customer service team to end the contract within 14 days of us telling you about it and we will refund you any payments you've made in advance for products not provided.
You can only transfer your contract with us to someone else if we agree to this
25.1 Our products are normally made for an individual and their specific requirements. The medical needs and suitability of the product may change, so we may not agree to transfer your contract and its guarantee or warranties to a new owner of the product. We will require a new owner to prove you transferred the product to them and provide adequate information about themselves and the intended use. For more information, please contact our customer service team.
If a court invalidates some of this contract, the rest of it will still apply
26.1 If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later
27.1. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn't mean we cant do it later.