Introduction
We will make every effort to offer you good service and if you have a problem please email the details and we will do everything we can to solve the problem. However, there has to be some terms and conditions with any purchase over the internet and they are listed below.

Prices
All prices payable for the items ordered are clearly set out on the web site. All prices are inclusive of any VAT payable. The price of delivery will be clearly shown at the shopping cart page. A considerable amount of product information is included on the site but if there is anything you do not understand, or if you want more information, please contact Rathbones of Keswick by e-mail at info@rathbonesofkeswick.co.uk or telephone 017687 72722

Availability
Payment will not be taken until the goods are despatched (see below). Only those items, which we normally hold in stock will be offered on our site. However, occasionally we may not be able to supply a particular item within seven working days, in which case we will not take payment and we will notify you of the expected delivery date. You may then decide whether you want to wait for the item or you may cancel your order.

Acceptance
There will be no contract of any kind between you and Rathbones of Keswick unless and until we despatch the goods to you. Your order is an offer to buy from Rathbones of Keswick. There will be no acceptance of that offer until we actually despatch the goods to you. Only at this point will your credit/debit card will be debited. At any point up until then, we may decline to supply the goods to you without giving any reason. At the moment that the goods are despatched (and not before), a contract is deemed be made between you and Rathbones of Keswick, and you will be charged for the goods. Where items are despatched separately, then acceptance of the order in respect of each item takes place when that item is despatched, and you will be charged for each item when it is despatched. No order will be accepted without a valid card payment in the name of the registered card holder and his/her full postal address.

Payment Methods, Security and Privacy
Rathbones of Keswick accept MasterCard, Visa, Delta, Maestro/Switch, Electron and Solo; we cannot process American Express. If the card issuer refuses to authorise payment, we will not be liable for any delivery or non-delivery of the order. All payments are made via “Secpay”, an established UK company which has an excellent reputation for security, reliability and professionalism amongst all UK Banks. Payment is totally secure, all of your card details will remain “safe”. Any customer information held on our computers complies with the rules and laws contained within the Data Protection Act 1984 act. Rathbones of Keswick will not divulge any of your personal details to any third party.

Guarantees, Returns and Refunds
If your purchase is not suitable you have the right to return it to us unused with the original packaging and labels, within 15 days from the date you receive the goods, for a replacement or refund. You do not have to give a reason when you do this. Please use registered post or a guaranteed delivery service for all returns. All refunds will be given as soon as possible. The refund will take place onto the card used for purchasing. At the very latest we will refund your money within 30 days of the original purchase. Under certain circumstances we may refund the return postage, for example, if the goods are faulty or damaged. However, in the case of incorrect ordering, wrong size or fit, and undisclosed reasons for return the customer will be expected to pay the postage cost.

For health and safety reasons all returned goods, for what ever reason, must be returned clean and dry. Returned goods that are not clean will not be dealt with.

Order Confirmation, Receipts and Bills
We will e-mail you confirming that we have received your order. You will receive a till receipt and an invoice/packing note with the goods when they are delivered. Any mistakes in billing or receipts will be corrected as soon as possible.

Complaints & Faulty Goods
We will provide the option of a full refund, within a reasonable time, if the goods turn out to be faulty or different from those the consumer ordered. We will give all refunds as soon as possible. In some circumstance you may have to wait for third party confirmation that the goods are indeed faulty (in the event of a return of a faulty item that needs to be assessed by the manufacturer.) Complaints will be dealt with fairly, confidentially and swiftly. We will acknowledge the complaint within 3 working days and provide a likely timescale for resolving the dispute. We will keep you informed of what action we are taking.

Statutory Rights
Your statutory rights are not affected by any of the above.

Shipping Information
In most circumstances we use Royal Mail or Parcelforce for all UK deliveries. Wherever possible we will deliver your order within 2 working days but it may take upto 7 working days. If we cannot ship your order within this timescale we will e-mail you with an expected delivery date. Orders placed before noon on weekdays will normally be despatched the same day; orders placed after noon may not be despatched until the following day. Someone will have to be available to sign for the delivery or your parcel will be taken to nearest Royal Mail Sorting Office for your collection at a later date. Shipping charges are £4 for orders below £50 and £6 for all orders of £50 and above.

What to do if your shipment is late
E-mail us at info@rathbonesofkeswick.co.uk or call us on 017687-72722 or 017687-74900.

International Shipping
We currently only deliver to addresses in the UK and Eire. If you are from mainland Europe please contact us before trying to make a purchase.

Any Questions you may have
If you have any questions regarding the above information please contact us by E-mail at info@rathbonesofkeswick.co.uk or call us on 017687-72722 or 017687-74900.