Terms and Conditions
TERMS AND CONDITIONS OF SALE
Who we are
We are Cape Cove Limited (company number 13355148) and our registered office is at 1 London Street, Reading, RG1 4PN. This address should not be used for returning products to us.
You can find everything you need to know about us, and our products, on our website before you order. We will also confirm the key information to you in writing after you place an order by sending you an order confirmation email.
All fabric composition details are clearly labelled on individual products. Please note that product descriptions on the website may vary due to descriptions being linked to full range size sets rather than individual products. Products can vary slightly from the pictures on our website, for example a product's true colour may not exactly match that shown on your device.
We only accept orders when we’ve checked them
We will contact you after we've received your order to confirm we've accepted it and again to confirm we have dispatched the order to you.
Sometimes we reject orders
Sometimes we reject orders, for example, because a product is unexpectedly out of stock or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
We accept credit/debit card payments as well as payments by the other methods shown on our website at the time you place your order. We charge you when we accept your order. We reserve the right to cancel your order if the transaction does not pass routine fraud checks.
Ownership of the product
You will own the product once we have received payment in full but the rights to the product will revert back to us if you return the product to us.
The delivery times on our website represent the level of service we aim to achieve for all orders but we cannot guarantee to deliver your order by a particular date or time.
We’re not responsible for delays outside our control
If our supply of your product is delayed by an event outside our control (for example if products are delayed in transit), we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but you can contact our Customer Service Team at firstname.lastname@example.org to end the contract and receive a refund for any products you have paid for but not received.
Your legal right to change your mind
For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
Our goodwill guarantee
In addition, we offer our UK customers a goodwill guarantee for most of our products bought online, as set out below. This goodwill guarantee does not affect your legal rights if there is something wrong with your product (for more on those rights, please see below).
Legal right to change your mind
- 14 days to change your mind (online sales)
- We refund the price and the delivery costs (standard delivery costs only)
- You pay the costs of return
Our goodwill guarantee
- 14 days to change your mind (online sales)
- We refund the price (but not the delivery costs)
- We pay the costs of return
When you can’t change your mind
You can't change your mind about an order for (a) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them and (b) goods that are made to your specifications or are clearly personalised.
The deadline for changing your mind
If you change your mind about a product you must let us know no later than 14 days after the day we deliver it. If your purchase is split into multiple deliveries over different days, the period runs from the day after the last delivery.
How to let us know
If you are exercising your legal right to change your mind, please contact our Customer Service Team at email@example.com.
You have to return the product at your own cost
You have to return the product (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. If you are exercising your legal right to change your mind you must pay the cost of the return. If you are returning the product under our goodwill guarantee, the return is free.
For help with returns, please see our Returns page.
We only refund standard delivery costs
If you are exercising your legal right to change your mind we will refund standard delivery costs but we don't refund any extra you have paid for express delivery or delivery at a particular time.
We will reduce your refund if you have used or damaged a product
If you handle the product in a way which would not be acceptable in-store, we will reduce your refund, to compensate us for its reduced value. For example, we will reduce your refund if the product's condition is not "as new", price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.
When and how we refund you
We will refund you within 14 days of receiving it back from you (or receiving evidence you've sent it to us). We will refund you by the method you used for payment. We don't charge a fee for the refund.
You have rights if there is something wrong with the product
If you think there is something wrong with your product, you must contact our Customer Service Team at firstname.lastname@example.org. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.
Summary of your key legal rights
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
Up to 30 days: if your goods are faulty, then you can get a refund.
Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
OUR CAPE COVE COATS, CAPES AND CHANGING ROBES ARE FOR WEARING OUT OF WATER ONLY. THEY SHOULD NOT BE WORN WHILE ON THE WATER. PLEASE BE AWARE THAT FALLING INTO WATER WHILE WEARING ONE OF OUR COATS, CAPES OR CHANGING ROBES WOULD PRESENT A SERIOUS RISK OF DROWNING.
Changes we can make
We can make changes to a product to reflect changes in relevant laws and regulatory requirements. We may also make minor improvements provided they don't affect your use of the product.
We can end our contract with you
We can end our contract with you for a product and claim any compensation due to us if (a) you don't make any payment to us when it's due and you still don't make payment within 7 days of our reminding you that payment is due or (b) you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us. If you have said you will collect the product ("click and collect") but you don't do this within 7 days then (unless the product is made to your specifications or is clearly personalised) we treat your order as cancelled and refund the purchase price as described above.
We don’t compensate you for all losses caused by us or our products
We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:
- Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
- Caused by a delaying event outside our control. As long as we have taken the steps set out in the paragraph above about delays.
- Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
- A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.
How we use your personal data
Our Customer Service Team at email@example.com will do their best to resolve any problems you have with us or our products.
Resolving disputes without going to court
Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. A list of organisations you can refer complaints to can be found on https://www.tradingstandards.uk/consumers/adr-approved-bodies. If you're not satisfied with the outcome, you can still go to court.
You can go to court
These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
We can transfer our contract with you, so that a different organisation is responsible for supplying your product
We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract. If you're unhappy with the transfer you can contact our Customer Service Team at firstname.lastname@example.org to end the contract and we will refund you any payments you've made in advance for products not provided.
Nobody else has any rights under the contract
The contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply
If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing the contract, we can still enforce it later
We might not immediately chase you for not doing something, but that doesn’t mean we can't do it later.