Terms and Conditions
The content of this website are for your general information and use and Pebble Grey Limited reserves the right to update or modify these terms and conditions at any time without prior notice. Our terms and conditions should therefore be reviewed whenever you use this website.
Pebble Grey do not provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is expressly prohibited.
Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.
Terms of sale
By placing an order you are offering to purchase a product on and subject to the following terms and conditions.
When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorised user of the credit or debit card used to place your order and that there are sufficient funds to cover the cost of the goods.
Dispatch times may vary according to availability and any guarantees or representations made as to delivery times are limited to mainland UK and subject to any delays resulting from postal delays or force majeure for which we will not be responsible.
When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order. This email will only be an acknowledgement and will not constitute acceptance of your order.
A contract between us will not be formed until we send you confirmation by e-mail that the goods which you ordered have been dispatched to you. Only those goods listed in the confirmation e-mail sent at the time of dispatch will be included in the contract formed.
Pricing and availability
All orders are subject to availability and confirmation of the order price.
Whilst we try and ensure that all details, descriptions and prices which appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.
All prices are inclusive of VAT. Delivery costs may be charged dependant on the location of the delivery address specified.
We accept payment from Visa, Visa Electron, Mastercard, Maestro, Switch, Delta and Solo. We regret we do not accept American Express.
On receipt of your order we carry out a standard pre-authorisation check on your payment card to ensure there are sufficient funds to fulfil the transaction. Goods will not be dispatched until this pre-authorisation check has been completed.
We offer a Free next working day delivery service, Monday to Friday, to UK Mainland destinations for all orders over £50 placed before 3pm. Saturday and Sunday delivery is also now available subject to a small charge.
Delivery to all other destinations including, Channel Islands, Isle of Man, Ireland, Scilly Islands and the Scottish Highlands and Islands incur a delivery charge; please see our delivery page for further information.
For delivery destinations outside the UK please contact a member of our customer service team for assistance, telephone 0845 6044 249 or 01977 522021 or email at email@example.com. Please note that Pebble Grey will not be responsible for any import duties incurred on international orders.
Any orders placed over the weekend or on a Bank Holiday will be processed the next working day.
Pebble Grey cannot be held responsible for any delays incurred whilst goods are in transit with our Courier, Parcel Force. If an item is sent to an address that you specified when ordering which transpires to be incorrect we are not liable if this item does not reach you.
To protect our customers all orders placed through our website are screened and security checked for fraud. We advise you to include a valid telephone number and email address with your order so that we can contact you if we need you to confirm its authenticity. All checks are made for the security and safe shopping of our customers. We may ask you to confirm certain elements of your order which may include the billing or delivery address. Although it is rare that it would be necessary for us to cancel an order, we reserve the right to refuse any orders from a customer where the following situations are applicable:
Incorrect credit/debit card number, expiration date or security code.
Incorrect billing information (billing information you provide is different from information your credit card company/ bank has on record).
We may cancel any order if fraudulent activity is suspected and may refuse to process subsequent orders from customers with a previous fraudulent order history. If we are unable to contact you via the telephone number or email address you provided with your order within 3 days we reserve the right to cancel your order. (In this circumstance a full refund will be actioned to the original payment method).
We reserve the right to request additional proof of billing information.
The sale of your order will appear on your credit card/ bank statement as ‘PebbleGrey’. If you think the amount of the sale is incorrect or have any other query please email us or call our Customer Service Team on 0845 6044 249 or 01977 522021.
Returns and refunds
We appreciate that as our products are sold via the internet they may not be exactly as you anticipated when you receive them. If you are not completely satisfied with your product for any reason we are happy to exchange or refund your purchase within 30 days of delivery, subject to the following conditions;
You must inform us by email at; firstname.lastname@example.org, as soon as possible and return the item to us within 30 days of date of delivery.
Unsuitable goods must not have been installed or modified in any way and must be returned in a fully resaleable condition, complete with all original packaging. This includes the wrapping and specialist packaging for each product. Please note that the packaging should not be marked in any way.
If your item has not been returned with all original packaging and parts or if you have installed and fitted your mirror or cabinet to the wall we regret we cannot accept a return under the 30 day money back guarantee.
If you have opened the packaging to examine the product this must be done carefully and without damaging or marking the product.
We advise that you fully check your product immediately upon receipt, irrespective of your planned installation date, to ensure that it suits your requirements and has no damage or defects.
The returning item is your responsibility until it reaches us. We are not liable for any damage in transit or loss of your parcel. For your own protection we recommend that you return the parcel using a delivery service that insures you for the value of the goods.
We cannot provide refunds or exchanges on products that are lost in the post upon return to us. The cost of returning the item to us is your responsibility.
Your refund will be credited to the original payment card. Refunds and exchanges do not include your postage cost.
We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.
Goods damaged in transit
We take great care to package our mirrors and cabinets carefully and professionally to ensure safe delivery to you. We insure your item in transit to you and you should check your order carefully, immediately upon receipt, for any damage or defects.
In the unlikely event you receive a damaged item this must be reported to us within 7 days from the date of delivery. We regret that late reports of damage cannot be compensated for regardless of the date of installation of your mirror or cabinet.
We will require photographic evidence of any damage to your item which should be sent to support @pebblegrey.co.uk. On receipt we will contact you to arrange dispatch of a replacement and collection of the damaged item.
Parts warranty and manufacturers Guarantee
We offer a guarantee, of up to 10 years, on all our product electrical components from the date of purchase (please see the specific product detail page for more information).The guarantee covers all electronic components, including LEDs, shaver sockets, sensors, LED drivers, ballasts and demister pads, but excludes fluorescent lamps. We also provide a 12 month guarantee on all mirror glass. This excludes accidental damage and care should be taken to ensure your bathroom is well ventilated and the mirror surface is kept clean using appropriate glass cleaning products only.
Please contact a member of our customer service team on 0845 322 8415 or 01977 522 021 or by email at email@example.com if you experience a fault with your item. We will immediately assist to identify the fault and will then send the appropriate replacement component to you, free of charge. The replacement components are relatively easy to replace and are provided complete with fitting instructions. However if you choose to employ an electrician or other tradesperson to replace component parts any cost incurred will be at your own expense.
If we are unable to determine the fault of your item we will arrange for the mirror back box to be collected and returned to our warehouse for inspection. Your item will be repaired and fully tested before being returned to you or alternatively if appropriate we will issue you with a new replacement item.
Please note that we will only arrange one collection of a faulty item. We will endeavour to arrange the collection at your convenience and will confirm a particular day, Monday to Friday, between the hours of 9am and 5pm. If for whatever reason the collection is unsuccessful the item will subsequently need to be returned to us at your own expense.
We operate a complaints handling procedure which we will use to try to resolve disputes when they first arise, please let us know if you have any complaints or comments.