Terms & Conditions


Pebble Grey Ltd are registered in England and Wales under Registration Number 06760574
Our Registered Address is Unit 7 Speedwell Road, Whitwood, West Yorkshire WF10 5PY United Kingdom. 

1. General

Your use of our site constitutes your agreement to follow and be bound by the following terms and conditions, which together with our privacy policy govern Pebble Grey's relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use this website. The contents of this website are for your information and use, Pebble Grey reserves the right to update or modify these terms and conditions at any time without prior notice. Our terms and conditions should be reviewed whenever you use this website.

2. Cookies

Our website uses cookies. By using our website and agreeing to these terms of use, you consent to our use of cookies in accordance with the terms of our privacy policy / cookies policy, which allow us to use the data you provide to us.

3. Acceptable Use

You must not use our website in any way that causes, or may cause, damage to the website or impairment of the availability or accessibility of the website; or in any way which is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity.

You must not use our website to copy, store, host, transmit, send, use, publish or distribute any material which consists of or is linked to any spyware, computer virus, Trojan horse, worm, keystroke logger, rootkit or other malicious computer software.

You must not conduct any systematic or automated data collection activities including, without limitation, scraping, data mining, data extraction and data harvesting on or in relation to our website without our express written consent.

You must not use our website to transmit or send unsolicited commercial communications.

You must not use our website for any purposes related to marketing without our express written consent.

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.

4. Limited Warranties

We do not warrant the completeness or accuracy of the information published on this website; nor do we commit to ensuring that the website remains available or that the material on the website is kept up to date.

To the maximum extent permitted by applicable law, we exclude all representations, warranties and conditions relating to this website and the use of this website (including, without limitation, any warranties implied by law in respect of satisfactory quality, fitness for purpose and/or the use of reasonable care and skill).

5. Terms of Sale

By placing an order with Pebble Grey Ltd you are offering to purchase a product subject to the following terms and conditions.

When placing an order you are taking responsibility 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.

6. Not Conformity of Terms of Use

If you breach Pebble Grey’s terms of use in any way, we may take such action as we deem appropriate to deal with the breach, including suspending your access to the website, prohibiting you from accessing the website and blocking computers using your IP address from accessing the website.

7. Variation

Pebble Grey may revise these terms of use from time to time. Revised terms of use will apply to the use of our website from the date of publication of the revised terms of use on our website.

8. Assignment

We may transfer, sub-contract or otherwise deal with our rights and/or obligations under these terms of use without notifying you or obtaining your consent. You may not transfer, sub-contract or otherwise deal with your rights and/or obligations under these terms of use.

9. Exclusion of Third-Party Rights

Pebble Grey’s terms of use are for the benefit of both you and the company and are not intended to benefit any third party or be enforceable by any third party. The exercise of our and your rights in relation to these terms of use is not subject to the consent of any third party.

10. Law and Jurisdiction

These terms of use will be governed in conjunction with English law, any and all disputes relating to these terms of use will be subject to the jurisdiction of the courts of England and Wales.

11. Our Contract

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.

12. Pricing, Availability & Promotions

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 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. Any promotional codes are subject to strict terms and conditions of use which can be requested. Only one promotional code can be used at any one time.

13. Payment

We accept payment from Visa, Visa Electron, Mastercard, Maestro, Switch, American Express, Delta and Solo and PayPal

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.

Klarna In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna: • Pay in 3 • Pay Later Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.

14. Delivery

If you have chosen to purchase a Pebble Grey product you will be provided with Next Working Day Delivery to a UK mainland address provided the order is placed before 3pm Monday to Friday. If an order is placed after 3pm on Friday or on the weekend your order will arrive the following Tuesday.

Pebble Grey offer a FREE delivery service on all orders over £80. For anything under this amount, there is a standard £5.99 charge for delivery.
For delivery destinations outside of the UK, please contact a member of our customer service team for assistance. You can contact us via telephone on 01977 522021, or by email.

Please note that Pebble Grey will not be responsible for any import duties incurred on international orders.

Orders placed over the weekend or on a Bank Holiday will be processed the next working day.

Pebble Grey shall not be liable to the Customer or be deemed to be in breach of contract by reason failure to perform any of the Company's obligations. In relation to the Goods, if the delay or failure was due to any cause beyond the Company's reasonable control.

Failed deliveries will be re-attempted the next working day. After the third attempt the product will be stored for collection at your local Post Office or returned to back to us. Pebble Grey will be liable to compensate for cases of late deliveries.

Please note: Pebble Grey advise that you do not hire a professional to install your goods until they have arrived and been inspected for damage.

15. Day of Delivery

You will receive a direct link from our courier once your item has been dispatched from our warehouse. On the day of delivery your tracking number will become active where you will be able to see where your order is throughout the day.

If you are not going to be in when the delivery takes place our courier will try and leave a card advising you that:

1) The item has been returned to the local depot where you need to call to arrange a re-delivery

2) The item has been taken to the local depot for collection

3) The item has been signed for by a neighbour

Pebble Grey accept no liability for instances of missing items when signed for by neighbours, please ensure you only select a date for delivery if you know you will be in to avoid any inconvenience or select from one of our premium delivery services to ensure the items arrives at a time that is suitable for you.

For more information please call us on 01977 522021, email us.

16. Ordering

By placing an order with Pebble Grey Ltd, you are confirming that the details you have submitted are correct and accurate and that you are the authorised user of the debit or credit card used to place to order. If payment has been made through a PayPal account, you are confirming that you are the authorised user of that account.

Once an order has been placed you be sent an order acknowledgement via email confirming that you order has been received. A subsequent e-mail will be sent confirming the dispatch of the goods. A contract is only formed once the dispatch confirmation email has been sent. For multiple goods, only the items listed on the dispatch confirmation e-mail will form the contract.

If an incorrect delivery address was specified when the order was placed, Pebble Grey Ltd will not be liable if the item fails to reach the correct address. No refunds will be given. If an error in the price, description or availability of any goods you have ordered has been found we will inform you without delay. You will be given the option of re-confirming your order taking into account the error or cancelling your order. You will be refunded in full for a cancelled order.

17. Faulty & Damaged Policy

30-Day Notification Window 

All our items are of a fragile nature which is why we package all our items professionally with heavy-duty boxes and padded foam to help securely transport your item(s). Your item(s) should be checked immediately upon receipt irrespective of your planned installation date. Should your item(s) arrive with any broken parts, signs of damage or manufacturing faults you must report this to us within 30 days via our Returns Centre from the date the item was received so we can claim. We are unable to issue a refund if damage upon receipt is reported after the product is installed.If you try to submit a claim after the 30-day period, we are unfortunately unable to validate the claim and will not be able to issue a refund. We will arrange for a replacement product or specific part to be sent as soon as possible once the damage, defect or missing component has been reported. We will require a clear photograph of the damage or defect prior to dispatch to support your claim. We will contact you using the details provided to confirm what has been arranged. If we need that item to be returned to us and we will provide you with a returns label.

After the 30-Day Notification Window

If you report an issue outside the 30 day notification window, we reserve the right to reject this claim, however we may have the opportunity to repair or replace any faulty goods which are of unsatisfactory quality, unfit for purpose or not as described. Tell us wherever you'd prefer a repair, or a replacement and we will review the matter in detail. If this scenario refers to you, please email us directly.

12-Month Standard Guarantee

All our products come with a 12 month guarantee as standard. This excludes the following:

  • Any defect that may arise from fair wear and tear
  • Wilful damage
  • Negligence
  • Failure to follow the Company's instructions
  • Modification of the goods
  • Failure because of poor cleaning and/or maintenance

We will only accept claims for items that are proven to be a result of deterioration through no fault of the customer. You will be required to provide photographic evidence and provide details of ventilation and cleaning products used.

We will endeavour to identify which component(s) need replacing and if available in stock we will send the replacement(s) free of charge delivery.

If we are unable to determine the fault of the Customer's item, we will arrange for the item to be collected for inspection by our technical team. At our discretion, we may offer the Customer a replacement product at this time, or alternatively, it will be fully repaired and fully tested, and returned to the customer.

12 Month Standard Guarantee - Start date

Your guarantee applies from the date of your delivery, you must retain your invoice, order confirmation or guarantee certificate as proof of purchase and provide us you’re your warranty duration length. 

Installation costs

We recommend that a fully qualified electrician fits all electrical or electronic parts however, any incurred costs will be at the Customers' expense.

The installation of the product and the fitting of any replacement parts by a non-qualified person are totally at the Customer's discretion and we are not liable for personal injuries caused as a result.

We are not liable for any costs incurred in removing a faulty item or reinstalling a repaired or replaced item.

The above warranty is given for the benefit of the original purchasing customer only and is not transferable or assignable by the customer to any third party.

We will arrange for a replacement product or specific part to be sent as soon as possible once the damage, defect or missing component has been reported. We will require a clear photograph of the damage or defect prior to dispatch to support your claim. Should this information not be provided we will be unable to replace the goods.

18. Right to Cancel / Change of Mind

You have 14 days from receiving your goods to decide if you wish to keep your order. To return an item, please visit our Returns Centre and submit your order information. If you change your mind after ordering the item but before delivery of the item(s) to your address, please contact us on 01977 522021. Depending on whether your order has been processed or dispatched will determine if your order is eligible to be cancelled.

You have the right to cancel at any time from the moment you place your online order up to 14 days from the day you receive your goods. This is sometimes referred to as a ‘cooling-off period’. In the instance where you may have ordered more than one item, the 14 days begins from when the last item was delivered to you.

In order to qualify for a refund, we ask that all items be returned unused and in a good re-sellable condition, including the original packaging the item was delivered in good condition, with all original fixings and documentation enclosed. Please use clear tape only to re-seal the packaging, attach the returns form to the outside of the box and make sure you do not write directly onto the cardboard. We recommend you get proof of postage when sending your item(s) back to us. We are not liable for any damage or loss of your item during the return transit. We reserve the right to refuse an exchange or refund if goods are not returned in a re-sellable condition or are damaged. We aim to refund all order within 5-7 working days of returning your order. After we receive and process your return, it may take up to 5-7 business days for your refund to display on your payment card statement and will be issued back to the original payment method.

Do I have to pay to return unwanted goods?

If the item is unwanted or no longer required, you must cover the delivery cost for returning these goods. We recommend you get proof of postage when doing so. If the item(s) are damaged or faulty then will either collect the item(s), send you a pre-paid label or request that you discard the item. If your goods arrived on time, you will not receive a refund for express delivery.

When you are in possession of the goods, you are under the duty to retain them and take reasonable care of them. Until the item is received back at our warehouse and in good condition including packaging, the goods remain your responsibility. If you are returning a product at your cost/method and these arrive damaged in transit on return to us, you will not qualify for a refund.

What may prevent us from issuing a refund

If you try to submit a claim after the 30-day cooling-off period, we are unfortunately unable to validate any claim and will not be able to issue a refund.

Please do not install your item before changing your mind about wanting to keep the item, as once your product is installed; we are unable to issue a refund. We are also unable to issue a refund if damage is found once the product is installed.

We are not liable for any damage or loss of your item during the return transit. We reserve the right to refuse an exchange or refund if goods are not returned in a re-sellable condition or are damaged.

Please follow the instructions under 'How to return your goods to us'. If these are not followed correctly, this may prevent us from issuing a refund.

Please ensure any material taped to the box is clear and legible and nothing is written directly on the cardboard. If you return an item without the correct information clearly marked on the returns slip on the outside of the box, the delivery back to our warehouse may be refused and a refund may not be able to be issued.

19. Refunds

Refunds are usually process within 7 working days from the time the order has been received by our warehouse team. After the refund has been processed we ask that you allow 2-5 working days for the funds to show in your account.

We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return them at your expense.

Pebble Grey are unable to accept returns that have been installed incorrectly outside of the first 14 days from delivery.

20. Guarantee - Start date

Your guarantee applies from the date of your delivery, you must retain your invoice, order confirmation or extended guarantee certificate as proof of purchase and provide us you’re your warranty duration length.

21. Product Guarantee

Pebble Grey offers an automatic 12-month deterioration guarantee on the 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. We offer an extendable guarantee of up to 10 years on all our products from the date of purchase. The warranty covers various electronic components but excludes associated fitting costs Please see our guarantee page for information of which parts are covered under the guarantee.

The above Guarantee shall not apply in respect of:
  • Any defect that may arise from fair wear and tear, wilful damage; negligence; failure to follow the Company's instructions; modification of the goods; failure as a result of poor cleaning and/or maintenance; damage caused during return transit to the Company; incorrect repair of the Goods.
  • Electrical or electronic components: damage caused by exposure to high voltages; static damage; damage caused by the mishandling of components; repairs made by an unqualified person.
  • Any failure or defect of the Goods which was apparent upon receipt of by the Customer which has not been notified to the Company within the allocated timeframe.
  • Any direct or indirect liability, (loss of profit, goodwill or otherwise) loss, injury or damage that arise through any such failure or defect.

Please contact a member of our customer service team on 01977 522 021 or by email at support@pebblegrey.co.uk if you experience a fault with your item. We will immediately try to determine the fault and will then issue a replacement to you free of charge. if you choose to employ an electrician or other tradesperson to replace the item any cost incurred will be at your own expense.

If we are unable to determine the fault of your item, we may require the item to be 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.

Collections will be arranged 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.

22. Guarantee Claims

In the event that you need to make a claim under your guarantee you will be required to fill in our online returns form, once completed one of our team will assess whether the fault be covered under the guarantee and approve accordingly. Once authorised you will receive an email with instructions on how the item will be returned to us and then advise when the spare part/ full replacement will be delivered.

For claims made within 6 months - you are required by law to allow Pebble Grey one opportunity to resolve you issue in the form of a replacement part or replacement item. Should this attempt fail you have the right to ask for a refund but only once the item has been returned to us. Outside of your first six months Should a replacement unit be offered but we no longer supply the item our team will provide you with an item of similar size and features. Please be aware that you are not entitled to a full refund should your item no longer be available you have the right to ask for a refund which will include a deduction for fair use of 25% of the items value. Pebble Grey reserve the right to refuse refund request make outside of this time frame and therefore you will be obligated to accept a replacement item of our choosing.

Please be aware that you will be asked to provide your guarantee certificate should you make a claim outside side of your first 12 months. Should this certificate not be provided we will be unable to assist you.

23. 2 Hour Response Time

When sending an email to our trusted team of advisers to you can forget about waiting for hours, or even all day, to get a response. Irrespective of when you touch base with us, we’ll respond to you within 2 working hours with any technical or pre-sales inquiries that you may have. As a matter of fact, our actual response time rarely exceeds 60 minutes.

As we are only available from 8.30am – 5pm Monday/Thursday and 8am – 4pm on a Friday we make it our promise to give you the best information and support possible and offer a 2 hour response time within working hours.

24. Obligations

If you are in possession of the item in question it is your sole responsibility to take reasonable care of it. The goods must be sent back to us in a re-saleable condition at your own cost (unless we delivered the item to you in error or the item is damaged or faulty) as soon as possible once you have cancelled the contract. We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods or return them at our expense.

25. Partial Refunds

If the item you’re exchanging to is lesser to what you originally paid, Pebble Grey will refund the difference back to your original payment method.

In the event that the item you’re exchanging to is of a greater amount than what you originally paid we will require you to make an additional payment with our sales team before the item can be dispatched.

26. Fraud Policy

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 ‘Pebble GreyMirrors’. 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 01977 522021.

27. Competitions 

Employees of Pebble Grey Ltd, immediate family members of Pebble Grey Ltd employees or members of their household are not eligible to enter these competitions. 
Pebble Grey Ltd assumes that by entering the competition you have the legal capacity to do so and agree to these terms and conditions. 
Entrants must respond to the relevant competition post on Pebble Grey’s social media platform timeline in the relevant manner as stated in the competition post. 
There is no entry fee. 
There is one (1) competition prize per post unless stated otherwise. 
The prize must be accepted as awarded and is non-transferable. If, due to circumstances beyond our control, we are unable to provide the stated prize, we reserve the right to award a substitute prize of equal or greater value. 
No cash alternative. 
The winner will be selected from all entries no later than midday 1 month after the competition was posted unless stated otherwise. 
On entering the competition the participant agrees to their name, as it appears on their profile and any photos they have submitted as part of their entry being used for marketing purposes. 
To claim their prize the winner must message Pebble Grey directly on social media within 1 month of their name being announced. 
If the winner cannot be contacted after two (2) attempts or within one (1) month of the decision date, we reserve the right to select an alternate winner. 
We reserve the right to select an alternative winner in the event that we have reasonable grounds for believing that a winner has contravened any of these Terms and Conditions. 

By entering our competitions you agree to be bound by these terms and conditions (which may be amended or varied at any time by us with or without notice). Personal information collected from the winner will be used by us solely in connection with the competition and will not be disclosed to any third party except for the purpose of operating the competition and fulfilling prizes where applicable. Competition winners will be notified via email upon winning any of our prize draws.

All changes to the Terms and Conditions will be posted in revised terms and conditions on the website. These Terms and Conditions shall be governed by and construed in accordance with English law and any dispute arising out of or in connection with this Agreement shall be subject to the exclusive jurisdiction of the English Courts. 

28. Complaints

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 in writing to the following address for the attention of the Customer Service Manager.

Pebble Grey Ltd
Unit 7 Speedwell Road
West Yorkshire
WF10 5PY