Terms and Conditions
About Us
H&E Smith Ltd are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us using the link on the store page.
Our Contact details:
H&E Smith Ltd
Britannic Works, Broom St, Hanley Stoke-On-Trent, Staffordshire ST1 2ER United Kingdom
Phone: 01782 281617
Fax: 01782 269882
Email: sales@hesmith.co.uk
VAT number: 864 3128 23
Goods are sold on the understanding that they are used for there intended purpose.
H&E SMITH LTD WILL NOT ACCEPT ANY RESPONSIBILITY FOR THE MISUSE OF ANY PRODUCTS SOLD.
These terms & conditions of sale do not affect your statutory rights as a consumer. It should be noted that quoted prices are susceptible to change. If you have any questions or are unsure about anything regarding purchasing from the site then please feel free get in touch with us and we will answer any questions you may have.
Making a Purchase
Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on ‘Checkout’ and you will be asked for a few details that we need to be able to complete the order.
We accept major credit cards including Visa, Visa Debit, Visa Electron and Mastercard; personal cheques (allow 4 working days ); bank transfers. Your order will be automatically acknowledged upon receipt. All prices quoted include UK VAT. You may send your credit card information via phone, fax, snail mail or over the Internet.
Shipping And Handling
All items are fully checked, tested and set up to professional standards before dispatch.
Delivery charges are calculated before payment is made. Once you have added your goods to the cart and headed to your basket, enter your address to calculate shipping. VAT is applied to shipping costs.
PLEASE NOTE: when placing an order online, the delivery cost is shown once you have entered the delivery address.
If you wish to have your order delivered to a different address than the invoice address, please email the order and address details to sales@hesmith.co.uk
Delivery Schedule
We aim to deliver all orders within 4-7 days if the goods are in stock. However please note, a number of our items are made to order and so can take up to 28 days to arrive.
If the goods you order are “out of stock” we will send out the order to you as soon as the product becomes available again. If we cannot source the item we will contact you to inform you.
Back Orders
If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.
Tax Charges
For orders made from the UK, 20% VAT is added. All other orders are VAT free.(For orders outside of the UK, duties and taxes may be added on receipt of goods).
Credit Card Security
When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.
Guarantee
If you are not completely satisfied with your purchase, simply return it in its original condition within 7 days and we will exchange or replace it. We promise to acknowledge and deal with all complaints by return. We undertake to handle complaints in a fair and honest manner, informing you of the result in a clear manner.
Reaching Us
If you need to reach us, please email us using the link on the store page. Alternatively you can call on 01782 281617 (International +44 01782 281617) or fax us on 01782 269882 or write to us at Britannic Works, Broom St, Hanley Stoke-On-Trent, Staffordshire ST1 2ER United Kingdom
Calls are charged at normal BT Rates and lines are open between 8.30am and 4.30pm Monday to Friday.
Privacy Policy
H & E Smith Ltd do not disclose buyers’ information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.
Cookies are used on this shopping site where they are strictly necessary for the site functionality. They are used to aid navigation, and to keep track of the contents of your shopping cart. If you log in to an account, your logged-in status is recorded in a temporary cookie. If you select the ‘Remember Me’ Option in the checkout, a cookie will be used to remember your details. You can turn off cookies by blocking them in your browser Privacy settings. If you turn off cookies, you will be unable to place orders or benefit from the other features that use them.
Data collected by this site is used to:
a. Take and fulfil customer orders.
b. Administer and enhance the site and service.
c. Only disclose information to third-parties for goods delivery purposes.
Returns Policy On Standard Goods
We want you to be happy with your purchase. Please check the goods on delivery and ensure that they are supplied correctly. If any of the goods prove to be unsuitable/not required please inform us within 14 days from receipt of goods. You then have another 14 days to return the goods in the original packaging and in an unused condition for a full refund minus your original delivery fee. You are responsible for arranging and paying for the goods to be returned to us. A re-stocking fee of 25% of your original order cost will be applied if goods are not returned in the original packaging and/or the original packaging is not in resalable condition. A refund will be issued with 14 days of the goods being received back to us.
Returns Policy On Bespoke Goods
Once work on bespoke products has begun, we cannot accept returns or cancellations. If you are placing an order, make sure you have all the details correct, and that you are happy with all the decisions made.
While we always strive to provide quality products, mistakes are possible. If you receive damaged, incorrect, or faulty goods, we will, of course, repair or replace them. Damaged areas should be described in writing, with photos if possible.
If you receive faulty or damaged goods or an incorrect order, we will do our best to provide you with the correct product, but we cannot offer any further discounts or refunds.
Damage In Transit
When delivery is included, we will replace free of charge goods damaged in transit, provided the carriers and ourselves receive written notification of such damage within 2 working days of delivery.
Patent
The manufacture of goods to the customers design or specification shall not render the Company liable to claims for infringement of any patent, registered design or trade mark and the customer shall indemnify the Company against all such claims.
Product Liability
The design of products manufactured to customers order design or specification is the responsibility of the customer with Liability regard to safety and fitness for the intended application. All ceramic materials have certain limitations as to use. If there is any doubt enquiries must be made to us in writing disclosing all known information about the likely service conditions of the component in question.
Replacement
Material accepted by us as being defective will be replaced or credited at our option but no claim will be admitted for any consequential loss, damage or expense of faulty goods.
Returns Policy:
-Returns Policy On Faulty/Damaged/Missing Goods
All of our products are made to order; therefore, we want you to be happy with your purchase. Please check the goods on delivery and ensure that they are supplied correctly.
Whilst we always strive to provide quality products, mistakes are possible. If you receive faulty or damaged goods or an incorrect order, we will do our best to provide you with the replacement product. If we cannot provide a replacement product, we will offer you an alternative product, however where the alternative is not suitable, we will provide a refund. Missing goods and goods damaged in transit should be reported within 2 working days of delivery. Faulty products should be described in writing, with photos if possible and emailed to sales@hesmith.co.uk within 30 days of receipt.
-Returns Policy On Unwanted Goods/Left Over Goods
All of our products are made to order, therefore once production has begun, we cannot accept returns or cancellations. If you are placing an order, make sure you have all the details correct, and that you are happy with all the decisions made.
There may be exceptional circumstances where we would accept a return. Please contact sales@hesmith.co.uk with your query if you wish to discuss further.
Goods Not of Our Manufacture
Liability for products supplied by us BUT NOT OF OUR MANUFACTURE IS RESTRICTED TO THE EXTENT OF THE LIABILITY accepted by the manufacturers or suppliers of such products.
Further Processing
No liability is accepted for any of our products which after being purchased from us undergo further manufacture or decorating processes.
Crazing
No liability is accepted in respect of crazing.
Shading
No claim in respect of shade variations can be considered after tiles are slabbed or fixed.
Illustrations
Where goods are illustrated in colour on any of our literature, these colours are not necessarily true to life. (Trade Descriptions Act) and goods therefore are supplied on this understanding.
Marble, Slate Stone & Granite
Marble, Slate, stone and granite are sold subject to variations in natural markings and fisions.
Performance
All performance figures and technical data are given in good faith, but no guarantee may be implied from them.
Tolerance
Owing to shrinkage in the process of manufacture, it is impossible to prevent variation in dimensions. Permissible variation should be specified on all orders where accuracy is desired and we are prepared to state the limits under which we can supply any particular design.
Period Embossed Victorian Tiles – Shower Area Recommendations
Not all shades of Period Embossed Victorian tiles are suitable for showers or areas with prolonged water exposure. Glazes containing oxide will naturally develop crazing over time, a characteristic of traditionally manufactured ceramic tiles. Read more here. No liability is accepted in respect of crazing caused by prolonged water exposure.
Fixing Instructions
Fixing Instructions are available for ALL PRODUCTS THAT WE SUPPLY AND THEY ARE normally included in the packaging. You can also download our ‘Technical Data and Fixing Instructions’ from our main website:
Period Embossed Victorian Tiles – click here and download from this webpage
Eco-Glazed Brick Slips – click here and download from this webpage
Customers should familiarise themselves with these instructions and note that: “It is the responsibility of the purchaser to ensure that the material supplied is suitable before fixing.” No claims of any nature will be accepted after tiles are fixed or incorporated into a Building. Failure to find out about and understand the fixing instructions will not be accepted as a reason for poor fixing. If you need any further assistance, email sales@hesmith.co.uk
Prices
All orders are subject to prices ruling at day of despatch. If during the execution of an order, advances in raw materials energy or wage costs necessitate an increase in price, we reserve the right to amend prices correspondingly.
Validity
Quotations are valid for 30 days from date thereon but do not constitute a contract until we have acknowledged an order in writing..
Postponement / Cancellation
If upon notification of completion of an order, the customer requests us to delay or postpone delivery, we reserve the right to make a charge for storage at a rate to be fixed by us, payable monthly until the date that the goods are despatched. During this period, the goods will be at the purchaser’s risk and should be insured by the purchaser. In the event of cancellation for any reason whatsoever, we reserve the right to require the customer to accept delivery of any goods or work in progress produced or special raw materials and components purchased prior to cancellation.
Reservation of Title
- The seller reserves the right of disposal of the goods which are the subject matter of this contract, until they have been paid for in full by, or on behalf of the buyer. Should the goods be sold before the above condition regarding payment has been met, the sellers interest shall attach to the proceeds of such resale whether received or receivable without prejudice to any further claim the seller may have against the buyer under this contract.
- Notwithstanding the conditions set out in paragraph 20(a) above, the goods shall be at the buyer’s risk from the time of delivery to him, or to any carrier or agent acting on his behalf. No responsibility is accepted for marine or war risks.
- The terms of this contract are set out in paragraphs 20(a) and (b) above do not entitle the purchaser to return the goods, or refuse or delay payment on the grounds that the property in them has not been passed to him.
Operation of Contract
Unless otherwise agreed in writing, the contract shall be in all respects be construed and operate as an English contract and in conformity with English Law and any litigation in respect of it shall take place in the English courts.
Customers Conditions of Purchase
These conditions supersede Customers Standing Conditions of Purchase, whether or not we have notice of such condition.