Pebble Grey Ltd are registered in England and Wales under Registration Number 06760574. Our Registered Address is Unit 4, Bramley Grange, Skeltons Lane, Leeds, LS14 3DW, United Kingdom. You can contact us by email [email protected] or by phone on 01977 522021
TERMS AND CONDITIONS
TERMS AND CONDITIONS
The contents of this website are for your information and use, 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 be reviewed whenever you use this website.
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.
9. Exclusion of third party rights
10. Law and jurisdiction
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 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 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 and PayPal, 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.
If you have chosen to purchase a Pebble Grey product you will be provided with complimentary Next Working Day Delivery to a UK mainland address provided the order is placed before 3pm Monday to Thursday or 2pm on a Friday. Weekend deliveries and premium services are also now available subject to a small charge. If an order is placed after 2pm on Friday or on the weekend your order will arrive the following Tuesday.
Delivery to non-mainland UK addresses may still be eligible for free delivery but may be subject to a delivery fee* please see delivery page for more information:
For delivery destinations outside of the UK, please contact a member of our customer service team for assistance. You can contact us via telephone 01977 522021, or by email. 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 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.
We also offer a premium delivery services to all UK mainland addresses (provided order are placed before the allocated cut off time) such as:
Failed deliveries will be reattempted 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. This will come via text provided you have supplied a mobile number to us on your order.
If you have input a landline number on your order you can still track your order by clicking here https://www.parcelforce.com/track-trace and entering your consignment number sent to you on your dispatch notification email. 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 courer will try and leave a card advising you that:
1) The item has been returned to the local deport where you need to call to arrange a redelivery
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 inconvininece or select from one of our premium delivery services to ensure the items arrives at a time that is suitable for you.
16. Delivered when promised or 20% refund of your order
We are so confident that we that we will deliver your order to you on the day that we promise, that if we don’t deliver that day we will refund 20% of your full order value (before VAT) if we don’t keep to our promise!!!
When you place your order, we will send to you a confirmation email showing the date that we will deliver your order.
We will deliver your order on that date. If we fail to deliver on the date promise, then we will refund to you 20% of the net price (before VAT as the government insists that we pay them the right amount of tax). The refund will be made to you using the same method as you used to make payment for your order.
If we do not deliver on the date promised, you must contact us within 48 hours of you taking delivery and confirm the item did not arrive when due. Pebble Grey will obtain a proof of delivery from the carrier showing the date of delivery and then make the refund to you. You can call us, or email [email protected] to notify us. Please have your order number available and include this in an email.
This is a real guarantee and so we do not want to have endless exceptions, however, there are some situations that are totally outside of our control. We will not pay the refund in these circumstances:
If we have failed in our promise, we will calculate 20% of your full order value before Vat and pay this to you using the same method that you used to make payment of your original order.
We will make payment within 48 hours of your claim being validated by the carrier.
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.
18. Damage/ Faulty goods
Items should be checked immediately upon receipt irrespective of your planned installation date. Broken or defective parts or products must be reported to us within 30 days from you receiving the product. If you inform us of the breakages after this time we cannot warrant your claim.
We will arrange for a replacement product or specific part to be sent as soon as possible once the damage or defect 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.
19. Right to cancel/ Change of mind
If you are not completely satisfied with your product, please contact us within 14 days, beginning on the day after you receive the goods. To return products you must inform us by completing our returns form here, in writing or in another durable medium. You will then be presented with all relevant informed of the return procedure by e-mail.
Check the product suits your requirements before you install it as once your mirror or cabinet is installed and fitted to the wall we cannot give you a full refund. If you do change your mind and wish to return your product you will be responsible for the costs associated with the return. Returned goods must be complete, unused and in 'as new' condition. It should be returned with the original box, packing and accessories and within 14 working days of the return being raised. The returns paperwork sent to you should be attached to the packaging. You are advised to retain proof of posting in case you or the company need to refer to it later. The customer is wholly responsible for the costs associated with returning a product.
Pebble Grey Ltd will not be 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 saleable condition or are damaged. Should your item arrive damaged to us you will be notified by a member of our customer service team so that you can raise a claim with the courier you used to get the item back to us.
Once we have received the item back in its original condition our returns department will perform various checks before a refund can be issued back to the original payment card. The refund will not include any incurred postage costs.
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 our expense.
Pebble Grey are unable to accept returns that have been installed incorrectly outside of the first 14 days from delivery.
21. 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.
22. Product Guarantee
We offer a Guarantee of up to 10 years on all our products from the date of purchase. The warranty covers various electronic components along side 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 see our guarantee page for information of which parts are covered under the guarantee.
The above Guarantee shall not apply in respect of:
Please contact a member of our customer service team on 01977 522 021 or by email at [email protected] 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.
23. 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 weather the fault be covered under the guarantee and approve accordingly. Once authorised you will recieve 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 oppertunity 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 monthsy Should a replacement unit be offered but we no longer supply the item our team will provide you with an item of similar size anf features. Please be aware that you are not entitled to a full refund should your item no longer be avialble you have the right to ask for a refund which will included 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 therfore you will be obligated to accept a replacement item of our choosing.
Please be aware that you will be asked to provide your gurantee 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.
24. 365 Day Exchange Policy*
We take great care in ensuring all items available are made to the highest quality however, in some situations you may have ordered something in error, changed your mind or not be fully satisfied with your purchase. It is because of situations of this nature that we have decided to offer a 365-day exchange policy to all our customers.
Much like our 14 day change of mind policy, you’re required to return your unwanted items to us:
You may also be required to provide us with your proof of purchase to validate the exchange. Pebble Grey reserve the right to refuse exchange if the criteria is not fully met.
All items must be returned in original condition which includes the original packaging, parts & documentation (if any) within 365 days of purchase date. Once your item has been returned our team of experts will inspect the item to ensure no damage has been caused during transit to us, once completed we will contact you to discuss which product(s) you wish to exchange to.
25. 2 Hour Response Time
When sending an email to our trusted team of advisors 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.
You will always receive assistance in a well-timed fashion and we understand how crucial this can be in this day and age of technology. Soon after you contact us, we’ll answer your inquiries either by email, live chat or telephone. If you bump into any technical challenge, we will take care of it on your behalf, or we will give you all the necessary information in case there is something that you have to do yourself.
Important information: this only applies to working hours,
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 resaleable 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.
27. Partial refunds
If the item you’re exchanging to is lesser to what you originally paid, Pebble Gey ltd 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
28. 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 ‘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 01977 522021.
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 4 Bramley Grange