Details of our agreement to trade

Unfortunately some of the least exciting aspects of buying a beautiful new floor through Rafe Olsen, but nonetheless, critically important. Below you will find some highlights from our Terms and Conditions of sale that we feel are important to understand. Additionally, you will find the full set of T&Cs if you wish to read through our (and more importantly, your) legal position. Should there be anything in writing that you would like clarification on, please don’t hesitate to contact us.

Returns ~ Standard Item

All ‘standard’ items that we sell through the website are subject to The Consumer Protection (Distance Selling) Regulations 2000. ‘Standard’ items are ones which we class as stock products which have not been altered in any way to, you the customer’s, specification. Examples of which would be: unfinished oak flooring, unfinished oak accessories, Rubio oils and cleaning products. This is not a complete list. If you are unsure of whether a product is ‘standard’ or ‘bespoke’, please contact us for more information.

‘Standard’ products can be cancelled within 14 days of receipt. You then have 14 days to return the goods to us, at your own cost. You will be fully responsible for the safety of the goods until they are returned to our possession. We will then process your refund within 14 days. All goods must be returned unopened and in a resalable condition. Your original carriage charge (if applicable) will not be refunded. Full details of the The Consumer Protection (Distance Selling) Regulations 2000 can be fond here.

Returns ~ Bespoke Item

All ‘bespoke’ items sold through the Rafe Olsen website are subject to the same strict guidelines as set out in The Consumer Protection (Distance Selling) Regulations 2000, but with the activation of one major clause:

Exceptions to the right to cancel

13 – (1) Unless the parties have agreed otherwise, the consumer will not have the right to cancel the contract by giving notice of cancellation pursuant to regulation 10 in respect of contracts:

c) for the supply of goods made to the consumer’s specifications or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly

This means that where goods have been altered from ‘standard’ to ‘bespoke’, they will become non-returnable and non-refundable. Due to the timescale involved in producing ‘bespoke’ items, Rafe Olsen will provide a 24 hour cooling off period from the time that the order is placed. After this time has elapsed, production will begin and the right to cancel will be removed. This will not affect your statutory rights with regards to damaged goods.

Examples of ‘bespoke’ items include: all flooring with a colour/finish applied and all accessories with a colour/finish applied. This is not a comprehensive list. If you are unsure whether an item is ‘standard’ or ‘bespoke’ please don’t hesitate to contact us.

Damages & Replacements

Despite our best laid plans and quality control, the odd mishap does happen where an item may be received in less than perfect condition. Generally, without wishing to absolve ourselves of any responsibility, damages are the fault of the courier companies. Everything is triple checked before leaving the factory but once in the hands of the courier company all of our control is lost. Should an order be delivered in packaging that looks like it has been damaged, please sign for it as such. If at all possible, check the goods inside, regardless of the state of the packaging as once goods are signed for, they are your responsibility and claims cannot be made against the courier company. If you receive goods that are damaged, we will either offer a replacement or refund dependent upon the situation. Generally we will ask for images of the goods to use as evidence against the courier companies. Your understanding in this matter is appreciated. If goods need replacing, we will endeavour to send them out as soon as physically possible, but please bear in mind, bespoke items are made to order and can take time to replace.

Full Terms & Conditions

Parallel Flooring Accessories Ltd T/as Rafe Olsen
Contact details
Post
Frontier House
Pasture Lane
Market Rasen
Lincolnshire
LN8 3DT
Email graeme@rafeolsen.com
Phone 01673 844424

TO PROTECT YOUR OWN INTERESTS YOU MUST READ AND UNDERSTAND THE FOLLOWING IMPORTANT TERMS BEFORE PURCHASING GOODS FROM OUR SITE.
If you are uncertain as to your rights under these Terms or you want any explanation about them please email or telephone the company. Calls may be recorded for quality and training purposes.
When you buy goods from us under these Terms you have legal rights. These are also known as ‘statutory rights’ as they are derived from laws such as the Sale of Goods Act 1979 (as this Act has been amended from time to time). The law gives you certain legal rights including that the goods are of satisfactory quality, as described, and fit for their purpose. Nothing in these Terms affects these legal rights. Further information on your legal rights can be obtained from your local Citizens’ Advice Bureau (www.citizensadvice.org.uk).

1. Introduction
   1. These Terms explain how you may buy goods from the Site. You should read these Terms carefully before buying any goods. When buying any goods you agree to be bound by these Terms, our General Website Terms and the documents referred to in them. If you do not agree with or accept any of these Terms, you will not be allowed to buy any goods unless we agree otherwise. If you have any questions about these Terms, please contact the company. Contact details are as above.
   2. These Terms are only available in English. No other languages will apply to these Terms.
   3. The details of these Terms will not be filed with any relevant authority by us. If you need any further information on these Terms or any orders you have placed with us, please contact us. Contact details are above.
   4. Definitions
      In these Terms, the following words have the following meanings:
      Additional Terms
      has the meaning given to it in Clause 2.2.2;
      Confirmation email
      has the meaning given to it in Clause 2.1.4;
      General Website Terms
      means the terms and conditions which govern how you use the Site;
      Site
      includes the following websites: [insert details] and all associated web pages;
      Specific Terms
      has the meaning given to it in Clause 2.2.1;
      Terms
      the terms and conditions set out in this document, any Additional Terms and any Specific Terms;
      We, us or our
      means Parallel Flooring Accessories Limited T/as Rafe Olsen (a company registered in England and Wales under company number 3192959 and with VAT number 658042139) the registered office of which is at Frontier House, Pasture Lane, Market Rasen, Lincolnshire, LN8 3DT; and
      You or your
      means the person buying goods from the Site.
2. Ordering goods from the site
   1. The steps required to create these Terms (eg a legally binding contract) between you and us are as follows:
      1. You place an order on the Site.
      2. When your order is placed with us at the end of the online checkout process (eg when you click on the ‘order with obligation to pay’ button), we will email you to acknowledge that we have received your order. This order acknowledgement does not, however, mean that your order has been accepted by us.
      3. We may send you an email to say that we do not accept your order. This is typically for the following reasons:
         1. the goods are not available
         2. we cannot obtain authorisation of your payment
         3. there has been an error by us on the pricing or description of the goods
      4. We will only accept your order when we send you an email that confirms this (Confirmation email). At this point, a legally binding contract will be in place between you and us and at this point we will despatch the goods to you.
   2. When you order goods from the Site, Specific Terms or Additional Terms or both may apply as follows:
      1. Certain goods that we sell may have specific terms and conditions which apply to them. These are set out on the relevant webpage (Specific Terms).
      2. We may also add to or replace these Terms with additional terms and conditions (Additional Terms). This may happen, for example, for security, legal or regulatory reasons. We will email to let you know if we intend to do this by giving you one month’s notice. You may end these Terms at any time by giving one month’s notice if we tell you that Additional Terms will apply to these Terms.
   3. When you buy goods from us under any Specific Terms or any Additional Terms you have legal rights. These are also known as ‘statutory rights’ as they are derived from laws such as the Sale of Goods Act 1979 (as this Act has been amended from time to time). The law gives you certain legal rights including that the goods are of satisfactory quality, as described, and fit for their purpose. Nothing in any Specific Terms or any Additional Terms affects these legal rights. Further information on your legal rights can be obtained from your local Citizens’ Advice Bureau (www.citizensadvice.org.uk).
      When placing an order on the Site, you should take care to ensure that all of the information that you provide to us is correct although we appreciate that from time to time errors might be made. Therefore, please ensure that you take enough time to read and check your order before submitting it to us. If you need to correct any errors you can do so before submitting it to us.
   4. If you are under the age of 18 you may not purchase any goods from the Site.
   5. While we try to ensure that:
      1. all weights, sizes and measurements set out on the Site are as accurate as possible there may be a tolerance of up to 5]% in such weights, sizes and measurements
      2. the colours of our goods are as accurately displayed as possible on the Site, the actual colours that you see on your computer may vary depending on the monitor that you use.
   6. Any goods sold at discount prices, as remnants or as substandard will be identified and be stated to be sold as such on the Site. Such goods may not necessarily be in perfect condition so please check that they are of a satisfactory quality for their intended particular use.
3. Nature of the goods and faulty goods
   1. The law gives you certain legal rights if any of our goods are faulty. You have rights relating to refunds and to have such goods repaired or replaced if realistically possible. Nothing in these Terms affects these legal rights. If you want us to repair or replace the goods or want a refund please email or telephone. Contact details are above.  (Calls may be recorded for quality and training purposes.). Further information on your legal rights on faulty goods can be obtained from your local Citizens’ Advice Bureau (www.citizensadvice.org.uk).
   2. The packaging of the goods may vary from that shown on the Site.
   3. If we experience difficulties in supplying certain goods we may need to substitute them with alternative goods of equal or better standard and value. We will try to email to let you know if we intend to do this but this may not always be possible. You may refuse to accept such substitutes, in which case we will offer you a refund or a replacement and let you know how long such an offer remains open for.
4. ‘Cooling off’ period and your right to cancel these Terms
   1. You have a legal right to cancel these Terms during the ‘cooling off’ period set out in this clause 4. During the ‘cooling off’ period if you decide that, for whatever reason, you no longer want goods that you have bought you may tell us that you want to cancel these Terms and obtain a refund. Further information on your legal rights can be obtained from your local Citizens’ Advice Bureau (www.citizensadvice.org.uk).
   2. Your right to cancel these Terms starts from the date when these Terms are entered into in accordance with Clause 2.1.4. (i.e. when the Confirmation email is sent by us) and ends at the end of 14 days period after this date.
   3. Please contact us if you want to cancel these Terms. You can email or telephone the company. Contact details are above. (Calls may be recorded for quality and training purposes). Alternatively, you can complete and send the cancellation form set out here. Details of your right to cancel and how you should do this are also set out in Confirmation email.
   4. Without undue delay after you contact us to cancel these Terms (and in any event within any time period specified in law, typically 14 days after we receive the goods back from you) we will refund the price of the goods but not any delivery charges paid for by you. If you are cancelling the Terms and returning the goods because of a defect or the goods were not as described, we will also refund any reasonable costs that you incur in returning the goods to us. Any refunds will be made on the debit card or the credit card which you used to pay for the goods.
   5. If you have already received the goods (such as if the goods have been delivered to you), you must return them to us as soon as possible. You have a legal duty to keep the goods in your possession, to take reasonable care of them and not to use them before you return them to us. If the value of the goods is less than it was because you have handled them beyond what is necessary (such as to see the nature, characteristics and functioning of the goods) then we may charge you an appropriate amount and take that amount from what we owe you. This might happen because you start to use the goods. Unless you are returning the goods because of a defect or the goods were not as described, you are responsible for the cost of returning the goods to us.
   6. Please be aware that any bespoke products (items altered from standard to suit your specification) are exempt from your right to cancel. We offer a 24 hour cooling off period for these goods but once that has lapsed, production will begin and the order will become non-returnable and non-refundable.
5. Delivery
   1. The estimated date for delivery of the goods will be set out in the Confirmation email. If something happens which is outside of our control and which affects the estimated date of delivery, we will let you have a revised estimated date for delivery of the goods. Unless you and we agree otherwise, if we cannot deliver your goods within 30 days of the Confirmation email, we will email you to let you know, will cancel your order and provide you with a refund.
   2. Delivery of the goods will take place when we deliver them to the address that you gave to us. We use [insert service provider] to deliver our goods; if nobody is available to take delivery of the goods, please email or telephone. Contact details are above. (Calls may be recorded for quality and training purposes) so as to rearrange delivery. You will be responsible for the goods when delivery has taken place (including ensuring that you follow any instructions or manuals provided with the goods) and you will own the goods when we receive payment in full for them and any respective delivery charges.
6. Payment
   1. You are obliged to pay for the goods when you place the order by using Paypal or a credit/debit card. Unfortunately we cannot accept American Express cards.
   2. We will do all that we reasonably can to ensure that all of the information which you provide to us when paying for the goods is secure by using an encrypted secure payment mechanism but in the absence of negligence on our part we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you provide to us.
   3. Your credit card or debit card will only be charged when the goods are dispatched.
   4. All payments by credit card or debit card need to be authorised by the relevant card issuer. If your payment is not received by us and you have already received the goods that you ordered from us, you must pay for such goods within 7 days or must return them to us as soon as possible. You must keep the goods in your possession, take reasonable care of them (including ensuring that you follow any instructions or manuals provided with the goods) and not use them before you return them to us. If you do not pay for the goods or return them to us in accordance with this clause we may collect the goods from you at your expense. We will email to let you know if we intend to do this.
   5. Nothing in this clause affects your legal rights to cancel the Contract during the ‘cooling off’ period under Clause 4.
   6. The price of the goods:
      1. includes VAT at the applicable rate
      2. does not include the cost of delivering the goods
      3. is quoted in pounds sterling (£)(GBP).
7. End of these Terms
   1. If these Terms are ended it will not affect our right to receive any money which you owe to us under these Terms.
8. Limitation on our legal responsibility to you
   1. Except for:
      1. death or personal injury caused by our negligent acts or omissions (or those of any of our employees or agents)
      2. fraud or fraudulent misrepresentation
      3. breach of any of the provisions implied into these Terms under the Sale of Goods Act 1979 (or any other law),

   we will only be legally responsible to you for any loss or damage which is a reasonably foreseeable consequence of a breach of these Terms. Losses are foreseeable where they could be contemplated by you and us at the time these Terms are entered into. We are not legally responsible for indirect losses which happen as a side effect of the main loss or damage and which are not foreseeable by you and us (such as loss of profits or loss of opportunity). Furthermore, we are not responsible for consequential and/or special loss.

9. Disputes
   1. We will try to resolve any disputes quickly and efficiently. If you are unhappy with the way we deal with any dispute and you want to take court proceedings, the relevant courts of the United Kingdom will have exclusive jurisdiction in relation to the Terms. Relevant United Kingdom law will apply to these Terms.
10. Third party rights
    1. No one other than a party to these Terms has any right to enforce any of the Terms.