Ordering Online

Ordering Online with us is safe and secure.

We employ a method of interaction with our visitors that does not compromise credit card information. This online system is 100% secure.

To place an order, simply add items to the basket and follow the step-by-step instructions that will guide you through the process to complete the order.

We do not store any card details on file. As soon as an order is placed, your card details are destroyed in an untraceable format.

We encourage you to feel comfortable using your credit card to conduct commerce on our site. If you wish, you may also send us a Postal Order (only) or a personal cheque. Personal cheques will delay your order as we must wait for your funds to clear before we ship any goods.

Please allow an additional 7-10 business days for shipping of your goods if paid by personal check. To order by cheque, just print the order form with your shopping cart contents from the order confirmation page and complete the necessary fields, then mail the form to the address above.

When you place an order with us (worktop-express.co.uk) you are making an offer to buy goods and accept our terms of sale. We will send you confirmation via electronic mail that we have received this request. Once we have checked the price and availability of the goods, we will contact you separately via electronic mail to confirm that we accept your order, a VAT invoice will be issued, and a contract will be made between the "customer" and "worktop-express.co.uk".

In the unlikely event that the goods are no longer available, or there is a pricing mistake, we will advise you of this. You will not receive a VAT invoice confirming acceptance of your order and there will be no contract between us.

Returns

Every item we sell is carefully inspected before it is despatched, although very occasionally problems may occur. As detailed in the Distance Selling Regulations, customers have the right to return standard sized, un-oiled goods. It is necessary to inform us in writing or by electronic mail within seven days of receipt of the goods. We will then arrange to collect them (the whole order) and give a full refund. The collection cost must be paid by the customer, except in instances where the goods supplied are faulty, have been supplied in error, or miss-described by the seller. A collection charge will be confirmed when the collection is arranged. Alternatively, the customer may arrange transportation. The customer must pay all costs involved in transporting the goods back to the warehouse from which they were despatched. The goods must be insured whilst in transit for the full value. Customer returns must be agreed in writing or by electronic mail by both parties before the goods are returned. Any refunds for returned items will be processed within 30 days.

Alternatively, we will exchange items if they are faulty on delivery to you and we are notified within 28 days of the customers receipt of the product. All products to be returned must be carefully repackaged in their original packing, for example shrink wrapped and factory packaged worktops must be returned unopened. For damaged goods and the delivery procedure, please see our delivery details page.

The exception to this right of return is bespoke items. All goods that have been subject to any works by worktop-express.co.uk may not be returned, including (but not exclusively) services detailed on our fabrication service. For further information please view the fabrication service terms detailed below.

Fabrication service

Contracts created for goods affected by our fabrication service do not form a standard sales of goods contract. As soon as a contract has been created standard cancellation rights do not apply.

All fabrication requests are responded to in a formal quotation format which outlines the proposed customisation. Once a fabrication quotation is accepted by the customer and confirmed, an order can be placed with ourselves. Once payment has been processed with the customer, a contract is created with worktop-express.co.uk and the customer accepts our terms of sale.

Once an order has been placed, the service will commence. A diagram will be created according to the customers' requirements and the worktop blanks will be prepared. A diagram detailing the customers' requirements will be sent to the customer via electronic mail shortly after the contact has been created, usually within one working day, for the customer to confirm the final specification. It is the responsibility of the customer to confirm this diagram as soon as possible. Any machining will not be completed until we have received confirmation from the customer via electronic mail. The fabrication time quoted at the start of the order will not be applicable until worktop-express.co.uk have received a confirmation of the diagram supplied. If we have not received confirmation of the diagram via electronic mail within a reasonable period of time, we reserve the right to delay delivery. You must make sure that the information and materials provided are correct for your required use. We cannot be held liable if these dimensions are subsequently found to be incorrect.

Upon receipt of diagram approval by the customer, worktop-express.co.uk will confirm via electronic mail within one working day that the confirmation has been received.

Fabrication orders can not be cancelled once a contract has been created. In exceptional circumstances, we reserve the right to allow the customer to cancel the fabrication work should we deem necessary, but only if the goods have not yet been subject to customisation. Cancellation in such a way will not be subject to a full refund. We reserve the right to charge an amount, no less than £50.00, to cover aspects of the service that have been completed. We reserve the right to offer or withdraw this cancellation option.

Once the contract has been created, the customer may not cancel the order even if the goods have not yet been despatched. The "fabrication service" includes, but is not exclusive to, all works detailed on our fabrication service page, e.g. machining, oiling, and other fabrication works. In the rare event that custom or bespoke goods are found to be faulty, we will arrange to repair, or replace the items if deemed necessary. We will endeavour to complete this work within the statutory period. We may wish to collect the items in order to carry out any such repair. Any cost of removal and or re-installation may be borne by the customer, no matter what the reason, even if the worktop is faulty.

Orders cannot be cancelled where goods have been altered by worktop-express.co.uk.

All works have a + / - 3 millimetre tolerance.

The statutory right of cancellation does not apply to orders which are made to measure or in any way cut or altered to your requirements.

Delivery Information

Worktop deliveries are made by one man only. The customer agrees to ensure that someone competent will be available to help with the unloading of the goods. The goods can be extremely heavy; it is the responsibility of the customer to ensure the designated helper is fit / suitably strong to help with the delivery. We cannot be held liable for any injury to persons unloading the delivery no matter how caused. It is the responsibility of the customer to ensure the drop off point and unloading area are both suitable and accessible. Our standard delivery service is to the nearest ground floor access point, for health and safety reasons. Special requests can occasionally be accommodated, please contact us to request further information.

All goods must be inspected for damage or shortfall on delivery in the presence of the delivery driver. Any loss or damage must be clearly written on the delivery note and we must be informed via electronic mail within 48 hours of receipt. No claims for loss or damage can be made after this. Upon signing, the Customer will become responsible for the goods and any subsequent loss, damage or destruction of the goods. The delivery note is a legal document and is the only admissible proof that delivery has been made to you without any loss or damage.

For damaged goods and the delivery procedure, please see our delivery details page.

Prices

Goods are charged at price shown on the product pages on the date the customer places the order and are inclusive of VAT. Prices are correct at time of publication. Errors and omissions are excepted. Orders will be processed at our published prices, otherwise, in the case of any unexpected change in price, you will be informed and asked if you wish to reconsider your order before proceeding.

Complaints

If we should receive a complaint about any part of our service, by phone, fax, electronic mail or letter, then it will be dealt with promptly. Worktop-express.co.uk will attempt to respond to all complaints within on working day, however during busy periods we will endeavour to reply within 5 working days. All complaints will be dealt with fairly, confidentially and effectively.

Important Information

Although we organise for delivery to occur on a certain date that is best suited to the customers' requirements, we strongly advise that the hiring of various trades is not completed until the goods have arrived at the destination in satisfactory condition. Although we have an extremely high delivery success rate, occasionally, due to matters out of our control such as poor handling in transit or extreme weather conditions, delivery of the complete order in satisfactory condition may not be possible on the initial agreed date. As such, we also do not advise that any existing fittings are removed until a successful delivery has been achieved. We cannot be held responsible for any fees or losses caused by a delivery that is not delivered on the initial date but is still delivered within a reasonable time-frame. In the unlikely case that a delay in delivery does occur, we will of course give the order our utmost attention and attempt to resolve any problems in the shortest period of time possible.

We strongly advise that all goods are inspected thoroughly before any installation work commences. Any work carried out to any of the goods received constitutes immediate acceptance of the items. This includes cutting, oiling, or any alterations that remove the item from its original condition. Any defects or faults later reported will be deemed as to have been caused, and thus bear the responsibility of, the customer. No claims for damage or discrepancies can be made by the customer after installation has commenced. Worktop-express.co.uk are not responsible for any fault or damage reported after goods have been altered.

Please do not attempt to fix any problem yourself without contacting us first. We are unable to accept a return of any goods if alterations have been made for reasons detailed above. If goods have been altered this will invalidate the manufacturer’s warranty and as a result no claim or return can be entertained.

There is a manfuacturing tolerance for all standard sized worktops. The manufacturing tolerance of a stave size is +/-2mm, therefore if worktops are to be joined end-to-end please inform us beforehand so that we can attempt to match as best as possible. Due to vagaries of the image reproduction process we cannot guarantee the colour accuracy of certain goods. Worktop-express.co.uk will always attempt to colour match goods ordered on a multiple basis, however as wood is a natural product we cannot guarantee any replication of colour from piece to piece. During manufacture, we go to great lengths to remove nearly all natural imperfections from the surface of our worktops. To not render the timber characterless, small natural imperfections are deemed acceptable and the customer accepts that small sound knots and minor shakes, which do not affect the performance of the worktop, are acceptable. Larger natural imperfections may occasionally appear on the underside of the worktop, as long as they do not affect structural rigidity. Worktop-express.co.uk go to extreme lengths to reduce the moisture content of the timber by drying timber before manufacture for longer than the standard period of time, a cost which we accept to further improve product quality. Gradual movement of timber due to natural contraction and expansion however cannot be prevented and after installation small cracks may appear, a few millimetres in width. This comes as a standard with all timber and is accepted as the nature of each individual section of wood. Any movement is a natural characteristic and is not deemed a fault. Any minor cracks can be filled neatly and easily using a similar coloured wax filler if necessary. Any images and samples should be treated as an approximate guide only, as stave widths, colours, lengths and appearance can vary from piece to piece. We go to great lengths to provide detailed installation and maintenance information and worktop-express.co.uk can not be held responsible for the lack of initial oiling, incorrect installation, maintenenance or general mishandling. We recommend finishing our products with "Rustins Danish Oil". The customer agrees to install the products as per our installation and aftercare guide. Failure to follow this is strictly not recommended. The above does not constitute a faulty product and the customer expressly accepts this.

We reserve the right to alter these Terms and Conditions at any time upon providing advanced notice.

Privacy

We have created this privacy statement in order to demonstrate our firm commitment to privacy. The following discloses our information gathering and dissemination practices for this web site.

We use your IP address to help diagnose problems with our server, and to administer our Web site. Your IP address is used to help identify you and to gather broad demographic information.

Our site uses cookies to keep track of your shopping cart. We use cookies to identify you so we can retrieve your information so you don't have to re-enter it each time you visit our site.

Our site's registration form requires users to give us contact information, like their name and email address, and unique identifiers. We use customer contact information from the registration form to send the user information about our company. The customer's contact information is also used to contact the visitor when necessary if they have subscribed to the mail list. Users may opt-out of receiving future mailings by choosing to un-subscribe. Unique identifiers are collected to verify the user's identity and for use in our record system.

This site may contain links to other sites. We are not responsible for the privacy practices or the content of such web sites.

Our site uses an order form for customers to request information, products, and services. We collect visitor's contact information and unique identifiers. Contact information from the order form is used to send orders and information about our company to our customers. The customer's contact information is also used to get in touch with the visitor when necessary. Users may opt-out of receiving future mailings. Unique identifiers are collected from Web site visitors to verify the user's identity and for use as account numbers in our record system.

Security

This site has security measures in place to protect the loss, misuse and alteration of the information under our control. All data is protected using the most advanced methods available. We do not store financial information such as credit card numbers on this site.

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