10. Faulty, Damaged or Incorrect Goods

1. We warrant that the Goods, on delivery, shall be as described; be free from material defects in design, material, and workmanship; be of satisfactory quality (as defined in the Sale of Goods Act 1979); and be fit for any purpose described by Us.
2. If any Goods you have purchased do not comply, subject to sub-Clause 10.3 and your compliance with sub-Clauses 10.2.1 to 10.2.3, We shall, at Our option, repair the affected Goods, replace them, or issue you with a full refund for the price of the affected Goods.The following conditions shall apply:
   1. You must give us written notice of the non-compliance within a reasonable time of discovering it;
   2. You must return the Goods in question to Us at Our expense (see sub-Clause 10.6 for more information); and
   3. You must give us a reasonable opportunity to examine the Goods in question.
3. We will not be liable for any non-compliance with the provisions of sub-Clause 10.1 of any Goods if any of the following apply:
   1. You have made any further use of the affected Goods after giving Us written notice of the non-compliance under sub-Clause 10.2.1;
   2. The non-compliance has arisen as a result of your failure to follow Our instructions on the correct usage, maintenance, installation, storage of the affected Goods or, where no instructions are provided, your failure to follow good trade practice with respect to the same;
   3. The non-compliance has arisen as a direct result of any information (incorrect or otherwise) provided by you to Us;
   4. You have made any unauthorised alterations or repairs to the affected Goods; or
   5. The non-compliance is the result of normal wear and tear, deliberate damage, negligence, or abnormal or unsuitable working conditions.
4. The terms of this Clause 10 shall also apply to any Goods which are repaired or replaced by Us under sub-Clause 10.2.
5. Except as provided in this Clause 10, We shall have no further liability to you with respect to Goods which do not comply with sub-Clause 10.1.
6. To return Goods to Us for any reason under this Clause 10, please email a returns request with a copy of the delivery note to enquiries@willow-joinery.co.uk. We will be fully responsible for the costs of returning Goods under this Clause 10 and will reimburse you where appropriate.
7. Refunds (whether full or partial) under this Clause 10 will be issued within 7 working days of the day on which We agree that you are entitled to the refund.
8. Any and all refunds issued under this Clause 10 will include all delivery costs paid by you when the Goods were originally purchased.
9. Refunds under this Clause 10 will be made using the same payment method that you used when ordering the Goods.

11. Cancelling and Returning Goods if You Change Your Mind

1. We understand there may be times when you no longer require goods. We offer you the option of returning goods purchased from Us within a 14 day period based on the following conditions in Clause 11.
2. Please note for all items a 20% re-stocking fee will apply unless a replacement is required.
3. If you wish to exercise your right to cancel under this Clause 11, you must inform Us of your decision within 7 working days from the date on which you received the order. To inform us of your wish to return goods please email us.
4. We may ask you why you have chosen to cancel and may use any answers you provide to improve Our Goods and services.
5. Please note that you will lose your right to cancel under this Clause 11 in the following circumstances:
   1. If the Goods have been modified or custom-made for you;
   2. If the Goods have been used, modified or changed by yourself after you have received them.
6. Please ensure that you return Goods to Us no more than 14 working days after the day on which you have informed Us that you wish to cancel under this Clause 11.
7. You may return Goods to Us in person during Our business hours of 8:00am to 5pm or you may return them by post to Our returns address at Unit 5 Low March, Daventry, Northants.  NN11 4SD.  Please note that you must bear the costs of returning Goods to Us if cancelling under this Clause 11. The cost of returning Goods to Us should not normally exceed the cost of having them originally delivered to you if you use the same carrier.
8. Refunds under this Clause 11 will be issued to you within 14 working days from the day on which We receive the Goods back.
9. Refunds under this Clause 11 may be subject to deductions in the following circumstances:
   1. Refunds may be reduced for any diminished value in the Goods resulting from your excessive handling of them. Please note that if We issue a refund before We have received the Goods and have had a chance to inspect them, We may subsequently charge you an appropriate sum if We find that the Goods have been handled excessively.
10. Refunds under this Clause 11 will be made using the same payment method that you used when ordering the Goods.

12. Our Liability

1. Subject to sub-Clause 11.4, We will not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, loss of business, interruption to business, for any loss of business opportunity, or for any indirect or consequential loss arising out of or in connection with any contract between you and Us.
2. Subject to sub-Clause 11.4, Our total liability to you for all other losses arising out of or in connection with any contract between you and Us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be no greater than 50% of the total sums paid by you for the Goods under the contract in question.
3. Except to the extent expressly set out in sub-Clause 10.1, the terms implied by Sections 13 to 15 of the Sale of Goods Act 1979 and by Sections 3 to 5 of the Supply of Goods and Services Act 1982 are excluded.
4. Nothing in these Terms of Sale seeks to limit or exclude Our liability for death or personal injury caused by Our negligence (including that of Our employees, agents or sub-contractors); for fraud or fraudulent misrepresentation; for breach of the terms implied by Section 12 of the Sale of Goods Act 1979 or Section 2 of the Supply of Goods and Services Act 1982; for defective products under the Consumer Protection Act 1987; or for any other matter in respect of which liability cannot be excluded or restricted by law.

13. Events Outside of Our Control (Force Majeure)

1. We will not be liable for any failure or delay in performing Our obligations where that failure or delay results from any cause that is beyond Our reasonable control.Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war (declared, undeclared, threatened, actual or preparations for war), epidemic or other natural disaster, or any other event that is beyond Our reasonable control.
2. If any event described under this Clause 13 occurs that is likely to adversely affect Our performance of any of Our obligations under these Terms of Sale:
   1. We will inform you as soon as is reasonably possible;
   2. We will take all reasonable steps to minimise the delay;
   3. To the extent that We cannot minimise the delay, Our affected obligations under these Terms of Sale (and therefore the Contract) will be suspended and any time limits that We are bound by will be extended accordingly;
   4. We will inform you when the event outside of Our control is over and provide details of any new dates, times or availability of Goods as necessary;
   5. If the event outside of Our control continues for more than 15 working days We will cancel the Contract and inform you of the cancellation.Any refunds due to you as a result of that cancellation will be paid to you as soon as is reasonably possible and in any event within 7 working days of the date on which the Contract is cancelled and will be made using the same payment method that you used when ordering the Goods;
   6. If an event outside of Our control occurs and you wish to cancel the Contract as a result, you may do so in any way you wish, however for your convenience. Contact Us directly to cancel, please use the following details:

Telephone: 01327 878419

Email: enquiries@willow-joinery.co.uk

Post: Unit 5 Low March, Daventry, Northants.  NN11 4SD

In each case, providing Us with your name, address, email address, telephone number, and Order Number.  Any refunds due to you as a result of such cancellation will be paid to you as soon as is reasonably possible and in any event within 7 working days of the date on which the Contract is cancelled and will be made using the same payment method that you used when ordering the Goods.