Returns, Cancellations & Terms and Conditions
14-Day Returns & Cancellation Policy
At Whitestons, we aim to make our returns process clear and easy to understand.
If you are a consumer purchasing goods through our website, you may have the right to cancel an eligible order within 14 days of receiving the goods, subject to the conditions and exceptions explained below.
Nothing in this policy affects your statutory consumer rights.
Cancelling an Online Order
For eligible products purchased online, you must tell us that you wish to cancel your order within 14 days from the day you, or someone nominated by you, receives the goods.
Once you have informed us that you wish to cancel, the goods must be returned without unnecessary delay and no later than 14 days after you notified us of the cancellation.
To request a return, please contact:
Email: info@whitestons.co.uk
Please contact us before returning any goods so that we can provide you with the correct return instructions.
Panel Returns
Because wall panels are large, heavy and require careful transportation, Whitestons does not provide free collection or free return delivery for non-faulty panels.
If you decide to return eligible standard panels because you have changed your mind, you are responsible for arranging their safe return to the return location provided by Whitestons and for paying all return transportation costs.
This also applies where Whitestons originally delivered the panels to your address.
Whitestons is not responsible for arranging or paying the return transportation cost for non-faulty panels returned because of a change of mind.
Panels must be transported safely and securely and must meet the condition requirements stated in this policy.
Our return address and return instructions will be provided after you contact us and we have reviewed your return request.
Please do not return or deliver panels to any Whitestons location until you have contacted us and received return instructions.
Custom-Made, Cut-to-Size or Personalised Panels
Your right to cancel because you have changed your mind may not apply to products that have been made specifically to your requirements, personalised, specially manufactured or cut to a size requested by you.
This may include panels that have been specially cut, altered or prepared specifically for your order.
This does not affect your statutory rights if the goods are faulty, damaged, not as described or otherwise do not meet the requirements of your contract.
Condition of Returned Goods
Returned products should be kept in good condition and, wherever reasonably possible, returned with their original packaging, accessories and components.
You may inspect the goods in the same way that you would reasonably be able to inspect them in a shop.
If the goods have been handled more than reasonably necessary and this has reduced their value, Whitestons may make an appropriate deduction from the refund where permitted by law.
Products that have been installed, cut, drilled, modified, permanently marked, incorrectly handled or otherwise altered may have a significantly reduced value and may no longer be suitable for resale.
This does not limit your rights where the goods were faulty or not as described when supplied.
Faulty, Damaged or Incorrect Goods
Change-of-mind returns are different from your legal rights where goods are faulty, damaged, not as described or incorrectly supplied.
If your order arrives damaged, is faulty, does not match the description, or you receive the wrong item, please contact us as soon as reasonably possible.
Email: info@whitestons.co.uk
Please provide your order number and, where appropriate, photographs and a description of the problem.
We will review the issue and provide the appropriate solution in accordance with your statutory consumer rights.
Where Whitestons is legally responsible for the cost of returning faulty, damaged or incorrectly supplied goods, the normal customer-paid return rules for change-of-mind returns will not apply.
Refunds
Once the returned goods have been received, or where applicable you have provided satisfactory evidence that they have been returned, we will process any refund due in accordance with applicable consumer law.
For a valid cancellation of an eligible online consumer order, the refund will normally include:
The price paid for the eligible returned goods.
The cost of the least expensive standard delivery option offered by Whitestons for the original order, where required by law.
If you selected a more expensive or premium delivery option, any additional amount above our standard delivery charge will not normally be refunded.
The cost of returning non-faulty goods, including wall panels, is the customer’s responsibility where the law allows us to require the customer to pay that cost.
Refunds will normally be made using the same payment method used for the original transaction unless another method is agreed.
Where permitted by law, Whitestons may make a reasonable deduction if the value of returned goods has been reduced because they were handled more than was necessary to inspect them.
Business Purchases
If goods are purchased wholly or mainly for business, trade, craft or professional purposes, consumer cancellation rights may not apply.
Returns for business or trade purchases are subject to the terms agreed when the order was placed and any separate commercial terms provided by Whitestons.
Nothing in these terms removes any rights or remedies that cannot legally be excluded.
Website Terms and Conditions
Using the Whitestons Website
These Terms and Conditions apply when you access or use:
www.whitestons.co.uk
By using this website, you agree to comply with these Terms and Conditions.
If you do not agree with these terms, you should stop using the website.
Whitestons may update these Terms and Conditions from time to time. The version displayed on the website will apply from the date it is published, subject to any legal rights arising from orders or contracts already entered into.
Permitted Use
You may use the Whitestons website only for lawful purposes.
You must not use the website in any way that:
Breaches any applicable law or regulation.
Infringes the rights of another person or organisation.
Interferes with or disrupts the website or its services.
Attempts to gain unauthorised access to our website, servers or systems.
Introduces viruses, malicious software or other harmful technology.
Uses website content for unlawful or unauthorised commercial purposes.
Product and Website Information
Whitestons takes reasonable care to make sure that product descriptions, photographs, specifications, prices and other information displayed on our website are accurate.
However, product photographs are for illustration and colours or appearance may vary because of lighting, screen settings, manufacturing variations or the natural characteristics of materials.
We may correct errors, update information or make reasonable changes to products or website content when necessary.
Nothing in these Terms and Conditions limits your statutory rights where goods are not as described or otherwise fail to meet applicable legal requirements.
Intellectual Property
Unless stated otherwise, the text, photographs, graphics, logos, designs and other original content appearing on the Whitestons website are owned by or licensed to Whitestons and are protected by applicable intellectual property laws.
Website content may be viewed and downloaded for personal and non-commercial use.
You may not reproduce, republish, distribute, sell, modify or commercially use website content without prior written permission from Whitestons, except where permitted by law.
Third-Party Links
The Whitestons website may contain links to third-party websites.
These links are provided for convenience and information.
Whitestons does not control third-party websites and is not responsible for their content, availability, security, privacy practices or accuracy.
You access third-party websites at your own discretion and subject to their own terms and policies.
Trademarks
Third-party product names, brand names, logos and trademarks appearing on this website remain the property of their respective owners.
Their appearance on our website does not automatically mean that there is a sponsorship, partnership, endorsement or affiliation unless clearly stated.
Website Security and Viruses
Whitestons takes reasonable measures to maintain the security and operation of its website.
However, we cannot guarantee that the website will always be available, uninterrupted or completely free from viruses or other harmful components.
You are responsible for using appropriate security software and taking reasonable precautions when accessing websites or downloading content.
Nothing in this section excludes liability where it would be unlawful to do so.
Content Submitted to Whitestons
If you voluntarily provide photographs, reviews, comments or other material to Whitestons for publication or promotional purposes, you confirm that you have the necessary rights or permission to provide that material.
Where you agree that the material may be published, you give Whitestons a non-exclusive licence to use, reproduce, adapt and display that material for agreed business, promotional or website purposes.
You continue to own any intellectual property rights that you legally hold in your original material.
Limitation of Liability
Nothing in these Terms and Conditions excludes or limits liability where doing so would be unlawful, including any liability that cannot legally be excluded or restricted under UK consumer law.
Subject to those rights, Whitestons will not be responsible for losses that were not reasonably foreseeable when the contract was entered into or for business losses arising from a consumer purchase.
Your Statutory Rights
Nothing in this Returns Policy or these Terms and Conditions is intended to remove, restrict or replace any rights you have under applicable UK consumer law.
If any part of these terms conflicts with a right that cannot legally be excluded or restricted, your statutory rights will take priority.
Contact Us
For questions about an order, cancellation, return or these Terms and Conditions, please contact:
Whitestons
Website: www.whitestons.co.uk
Email: info@whitestons.co.uk
