Terms Of Business

How To Order

If you are not an existing customer, please contact us to receive your login details. Once you have these, you will be able to see prices, browse the site and add goods to your basket.

A contract between Alexander Thurlow and yourself will be set up once we dispatch the goods and send you an invoice. This is to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. If there is a price change, we will always contact you first to ensure that the price is acceptable.

If any items you have ordered are no longer in stock, we will contact you to let you know when they will be available for delivery.

Payment

You will not usually be charged until the goods have been sent. However, Alexander Thurlow is not obliged to accept your order, and may require a suitable method of payment before the goods are dispatched to you.

Payment Terms

Payment may be made by bankers draft, payable to Alexander Thurlow or by cheque (with prior agreement) or by direct transfer into our nominated bank account.

Delivery

Alexander Thurlow will endeavour to process and dispatch all orders within 3 days. Any out of stock items will follow at the agreed delivery date, unless otherwise advised.

Delivery Charges

Orders over £250 excl VAT will be delivered free of charge in the UK Mainland. Orders under £250 will incur a £6 delivery fee in the UK Mainland. Sales orders below £150 will not be processed and the customer will be contacted to ask if they would like to increase the order or cancel.

Overseas orders delivery charges will be quoted on request.

Cancellation

If we have received notification of your cancellation before your goods have been dispatched your order can be cancelled without any charge. You may also request that your order is amended, such as removing items, adding items or increasing quantities of items.

If we have received notification of your cancellation once your order has been shipped, our 28 day returns policy will apply. Alexander Thurlow guarantees to credit the cost of any item returned within the 28 days from the date of invoice. Refunds will be issued to your account. No refund for postage can be provided once the order has been dispatched, the cost of postage merely covers the cost of sending the goods to you, and a service cannot be credited once begun. This is unless Alexander Thurlow agrees that the goods are damaged. Alexander Thurlow is not obliged to credit any local taxes, import duties or custom charges paid.

Returns

Alexander Thurlow offers a satisfaction guarantee policy allowing you to return the goods within 14 days from receipt. Goods are returned at no cost to Alexander Thurlow. Goods returned within 14 days from receipt as part of our satisfaction guarantee policy must be returned in 'as sold condition'. Goods returned not in 'as sold condition' will affect the total amount refundable. Goods returned after 14 days from receipt are not refundable under the satisfaction guarantee policy.

Customers have 14 days from the date of the delivery to report any shortages, breakage, miss-deliveries and non-deliveries. Alexander Thurlow will not be liable for any such claims made after this time.