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Terms & Conditions

This page (together with the documents referred to on it) tells you the terms and conditions on which we supply any of the goods listed on our website www.lussostone.com to you.  Please read these terms and conditions carefully before ordering any goods from our site.  You should understand that by ordering any of our goods, you agree to be bound by these terms and conditions.


You should print a copy of these terms and conditions for future reference.

1.   INFORMATION ABOUT US

We are a UK company based in the North East of England. We have distribution warehouses across the UK

2.   ELIGIBILITY TO PURCHASE PRODUCT

2.1    All products on the website are available for sale to residents of the United Kingdom and some other EU countries. We do not accept orders from or deliver products to individuals outside of this territory.  
2.2    In order to satisfy certain legal requirements and ensure that the delivery of the products can be made effectively and safely we need to be sure of certain pieces of information about you.
2.3    By placing an order through our site, you confirm and acknowledge that:
(a)    You are legally capable of entering into binding contracts; and
(b)    You are at least 18 years old;
(c)    You are resident in the United Kingdom; and
(d)    You are accessing our site from that country.

 

3.    PRICING

3.1    All prices are quoted in UK Pounds Sterling inclusive of VAT at the prevailing rate but exclude delivery costs, which will be added to the total amount due as set out in our Delivery guide.
3.2    The price of any products will be as quoted on our site from time to time and included on your Order Confirmation, except in cases of obvious error.  
3.3    Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you an Order Confirmation.
3.4    Our site contains a large number of products and it is always possible that, despite our best efforts, some of the Goods listed on our site may be incorrectly priced.  We will normally verify prices as part of our order confirmation procedures so that, where a product’s correct price is less than our stated price we will charge the lower amount when dispatching the Goods to you.  If a product’s correct price is higher than the price stated on our site, we will normally, at our discretion, either contact you for instructions before dispatching the Goods, or reject your order and notify you of such rejection.
3.5    Payment for all Goods must be by credit or debit card, telegraphic transfer, or cheque.  We accept payment with Visa, Delta, Switch, Solo American Express.  We will not dispatch your order until we have received payment in full.

4.    PRODUCT INQUIRIES

4.1    We make every effort to offer only products, sizes and colours that are available and in stock with our suppliers.  If a size or colour is not available, we will notify you on receipt of your order.
4.2    Any products made to measure from information/measurements provided by the customer are non-returnable unless faulty.
4.3    [After placing an order, you will receive an e-mail from us acknowledging that we have received your order.  Please note that this does not mean that your order has been accepted.]  Your order constitutes an offer to us to buy a product.  All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an e-mail that confirms that the products have been requested (the Order Confirmation).  The contract between us will only be formed when we send you the Order Confirmation.  
4.4    The Contract will relate only to those products whose dispatch we have confirmed in the Order Confirmation.  We will not be obliged to supply any other products which may have been part of your order until the dispatch of such products has been confirmed in a separate Order Confirmation.

 
RETURNS AND EXCHANGES

5.    CANCELLATION RIGHTS & RETURNS - CONSUMER RIGHTS

5.1    If you live in the United Kingdom you have a legal right to cancel your order after you have received and inspected the goods.
5.2    Please note that no statutory cancellation rights apply to products that have been specifically made to your requirements, design or measurements.
5.3    Please note that you are under a legal duty to take care of the product, and this includes all packaging and labelling.  Care must be taken to ensure that the goods remain in the best possible condition. Please take particular care with goods that are easily damaged.  If you need guidance on the best way to inspect any item without damaging it, please contact us.
5.4    Should you decide to return the products you must notify us of cancellation in writing to info@lussostone.com within 14 working days of receipt of the goods. Following receipt and inspection, you are under a legal duty not to use the products and to take care of them.
5.5    You must return the goods to us securely packaged, in the condition which they were received, at your own cost, within 14 days of cancellation, with as much of the undamaged original packaging and paperwork as possible.
5.6    Goods must be returned within 14 days of cancellation.
5.7     When you return Goods to us in a condition which indicates that they have been used or attempted to be installed after you have had a reasonable chance to inspect them, we will consider you to be in breach of your legal duty to take reasonable care of the goods and reserve the right to recover appropriate sums from you.
5.8    Goods made to a customer’s specific order or measurements will not be accepted for return.
This does not affect your statutory rights.

6.    RETURNS POLICY - DEFECTIVE OR INCORRECT GOODS

6.1    We hope that you will be fully satisfied with your products. If for any reason you are not satisfied because they are faulty or misdescribed, we will be happy to accept a return from you in accordance with the following policy.  You must notify us in writing by email to info@lussostone.com to explain your concerns.
Subject to clause 6.7 below, if we reasonably agree with your concerns, we will confirm by email that you may return an item in its original condition and packaging, which must be sent to us as soon as possible.  We will issue a refund within 14 days or exchange the item if this has been requested.
6.2    Please include (where possible) with the Goods a copy of your internet invoice, cancellation notice (where applicable) or a written note of your name, address, e-mail address, order number and reason for return.  This will speed up the process as we are able to identify the transaction.
6.3   If goods are returned as undelivered, and we agree to re-send them to you, you will have to pay the additional delivery costs.
6.4    You are entitled to inspect the goods, and we recommend that you do so thoroughly, however, this does not include the installation of any Goods, unless the defect was not ascertainable until after installation.
6.5    All goods supplied by us are sold with the benefit of a manufacturer’s warranty.  If in our reasonable opinion we consider the defect to be covered by this warranty, we will refer the concern to the manufacturer.  Manufacturers may arrange for a representative to inspect the goods at your premises, and you should co-operate with the manufacturer in this regard.   

7.    DAMAGED GOODS

7.1    If you should receive an item that is not in perfect condition or was damaged in transit, please notify us as soon as possible by emailing info@lussostone.com and mark your email “Damaged Goods”.
7.2    All goods are inspected thoroughly before dispatch and are deemed to be in a saleable condition upon dispatch.

8.    NOTICES

All notices (i.e. Cancellation Notices) should be emailed to info@lussostone.com

9.    RISK AND TITLE

9.1    You will be responsible for the care of the goods once they are delivered (for example, you should store the goods securely and safely and you should ensure the goods).  We will not be responsible for any damage caused by incorrect storage.
9.2    Ownership of the goods will only pass to you when we receive full payment of all sums due in respect of the goods, including delivery charges.

10.    FRAUD

In order to protect against fraud, we are only able to ship items to the billing address of the credit card holder.  We do check the address you give on your order before shipment.

11.    SHIPPING

11.1    All goods are shipped either by a professional distribution company or by our own vehicles.
11.2    Unless otherwise stated please allow 7 to 14 days for delivery.
11.3    Please note, the delivery drivers will only be obliged to deliver the goods to the front door of the address for insurance reasons.
11.4    A signature will be required on receipt, and where possible, we recommend that you carry out as full of an inspection of the goods as is possible.

12.    OUR RIGHT TO VARY THESE TERMS AND CONDITIONS

12.1    These terms of sale and any document expressly referred to in them represent the entire agreement between us in relation to the subject matter of any Contract and supersede any prior agreement, understanding or arrangement between us, whether oral or in writing.
12.2    We have the right to revise and amend these terms of sale from time to time, for example, to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system’s capabilities.  
12.3    You will be subject to the policies and terms of sale in force at the time that you order goods from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these terms and conditions before we send you the Order Confirmation (in which case we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within seven working days of receipt by you of the goods).

13.    GENERAL

13.1    If the courts decide that any part or wording in these terms of sale is illegal, invalid or unenforceable then that part or wording shall be deleted from the agreement and the rest of the terms of sale shall remain in force.
13.2    All contracts formed, sales made and legal disputes arising from the use of this website shall be governed by English law.  The English courts shall have exclusive jurisdiction to settle any disputes which may arise out of or in connection with these terms of sale or use of our site.
13.3    These terms and conditions shall apply to all internet sales made by Lusso stone and by placing an order with us you are accepting these terms and conditions.

Bespoke orders are non-refundable and non-exchangeable (see below for what constitutes a bespoke order)

If you would like to order a product in a specific size not listed on our website, feel free to contact us.

Similarly, the handmade nature of the work we sell means that it is usually possible to request changes to elements of a design or size.

We regret that bespoke orders are non-refundable and non-exchangeable.

We strongly advise you not to book your installation until you have received your order in full and you have inspected the products.

We will not be responsible for fitting costs relating to delayed deliveries.

In any event, we limit liability to the cost of the goods.




THESE TERMS OF SALE DO NOT AFFECT YOUR STATUTORY RIGHTS.
If you have any doubts about your statutory rights please contact your local Trading Standards department or Citizens Advice Bureau.

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