Rubberduck Bathrooms Terms and Conditions.
Online Terms & Conditions
Please carefully read these terms and conditions below before placing your order. You should understand that by ordering products from www.rubberduckbathrooms.co.uk, you agree to be bound by these terms and conditions.
If you do not agree to these terms, you may not use this website. Rubber Duck Bathrooms Ltd. reserves the right at any time to modify, alter or update these terms and conditions. If you use this website you agree to be bound by such modifications, alterations, or updates. This does not affect your statutory rights.
Please note: These Terms and Conditions apply only to the consumer.
IMPORTANT GUIDELINES – PLEASE READ
All goods should be checked upon receipt and notification of any damages or discrepancies should be received within 24 hours. If you feel you do not have the ability to check for damages/discrepancies within this window, give us a call or sign for the items as damaged if you can't get through and report any issues to us in writing ASAP but within 14 days. Anything reported beyond the time frames mentioned above could affect your claim.
Delivery dates are given in good faith but are estimates only and subject to change based on information provided by the manufacturer. The seller shall not be liable to make good any damage or loss whether arising directly or indirectly out of delay in delivery.
Tradespeople and any proprietary work SHOULD NOT be arranged until goods are received and checked for damages or discrepancies. Rubber Duck Bathrooms will not accept liability for any 3rd party costs incurred as a result of any delays in dispatch or incorrect fitments of ordered items (please check measurements prior to ordering to avoid these instances).
Delivery will be made to the nearest hard road point. Carrier staff will generally be as helpful as possible but they will need assistance with heavy loads and unfortunately they are NOT insured to carry goods inside the property. If a courier is helpful enough to bring an item inside the property it is done so at the customers risk and it will be down to the customer to ensure proper floor/wall protection is in place prior to placing the items. Any property damage incurred as a result of bringing an item inside the property will not be covered by Rubber Duck Bathrooms Ltd, the manufacturer that supplied said items nor the courier that delivered them.
Any advice given by our sales team is given in good faith and is based on information provided by the customer at the time of the call and by the manufacturer product info provided. While our team is on hand to offer advice where possible, we cannot know what you require with 100% confidence. If there are questions about an order or fit that would influence a change in your order with us or any other party, we would advise seeking advice from a qualified individual who was familiar with the job at hand and could visualise any factor that would influence a purchasing decision.
Deliveries from the manufacturers we connect to are fulfilled either by their own dedicated service or 3rd party carriers i.e. Royal Mail, Parcel Force, FedEx, UPS, DPD etc.
Carrier staff are carrier staff only, they are generally as helpful as reasonably possible but do work to strict timelines and should not be held up while delivering any items. If items cannot be delivered i.e. due to persons not being present to sign for delivery, any additional delivery charges applied by the manufacturer will be chargeable to the consumer.
The risk of the goods passes to the customer from the time of delivery to the customer or any carrier or agent acting on the customers behalf. If you are leaving the items with a neighbour or another 3rd party, they will need to be notified of the procedures for checking damages/discrepancies and reporting them in the timeframes mentioned.
For the return of any goods, the return must be accepted by us prior to sending said item or arranging a courier to collect said item.
TABLE OF CONTENTS
- Section 1 - Conditions
- Section 2 - Ordering Of Good
- Section 3 - Cancellation Of Orders
- Section 4 - Delivery & Collection Of Goods
- Section 5 - Damages & Shortages
- Section 6 - Returns Policy - Unwanted Goods
- Section 7 - Returns Policy - Faulty Goods
- Section 8 - Collect In Store
- Section 9 - Delivery Of Goods - Service Of Contract
- Section 10 - Warranty
- Section 11 - Communications
- Section 12 - External Sites
- Section 13 - Customer Feedback
FULL TERMS & CONDITIONS (ONLINE, TELEPHONE & SUPPLY ONLY SALES)
Terms and Conditions - Index
1.1 In these terms and conditions:
'goods' means the goods (including any instalment of the goods or any parts for them) which the Supplier is to supply in accordance with these terms and conditions.
'Seller' 'Supplier' or 'us' means*
Rubber Duck Bathrooms Ltd
148 High Street
'Website' means www.rubberduckbathrooms.co.uk.
‘Consumer’ / 'Customer' means a person who acquires goods and services for his or her own personal needs (i.e. not corporations or businesses) and excludes commercial users.
'Manufacturer' means the company that originally produced the goods and not the supplier who provided them to the consumer.
*Unless otherwise stated
2. ORDERING OF GOODS
2.1 On completion of placing your order online, you will receive an email acknowledgement (to the email address provided when placing the order). Please note that this does not mean that your order has been accepted by us. The contract between us is formed when the goods are confirmed for dispatch with the manufacturer we connect to or our warehouse team. We reserve the right, at any time prior to acceptance, to refuse any order or part of any order.
2.2 If goods are ordered over a weekend, Bank Holiday or after 2.00pm the order date is taken as the next working date.
2.3 If any goods are priced in error or prices with the manufacturer have changed without us updating said change on our website, Rubber Duck Bathrooms Ltd will not be bound to honour these incorrect prices.
2.4 When ordering an item from www.rubberduckbathrooms.co.uk online you are making an offer on an item which we can either accept or decline.
2.5 Any advice given by our sales team is given in good faith and is based on information provided by the customer at the time of the call and by the manufacturer product info provided. While our team are on hand to offer advice where possible, we cannot know what you require with 100% confidence. If there are questions about an order or fit that would influence a change in your order with us or any other party, we would advise seeking advice from a qualified individual who was familiar with the job at hand and could visualise any factor that would influence a purchsing decision.
2.6 Product images are supplied by manufacturers. Rubber Duck Bathrooms Ltd can not be held responsible for any incorrect or outdated images. Images colours may also differ depending on the screen resolution or display settings of the device you are viewing them from.
2.7 Product samples may differ in colour to actual product due to batch numbers and at times manufactuters will opt to use a particular cross section of a panel for sample use and as such cannot be reflective of the entire panel received. Rubber Duck Bathrooms Ltd cannot be held responsible for differences between samples and products.
3. CANCELLATION OF ORDERS
3.1 To cancel your order please email firstname.lastname@example.org as soon as possible after ordering but within 14 days of receipt. You will receive a confirmation email as soon as the cancellation is received and processed at our end.
3.2 If the order has already been dispatched but not yet delivered, you will be charged the actual cost of returning the product back to us including any return and restocking charges to the manufacturer. To avoid this instance, please accept the order and make your own arrangements to return the item. A full refund will be made for the items returned so long as they arrive in a resellable condition. Your refund will exclude any extra postage costs incurred to send the items out originally.
Bespoke or made to order items, such as whirlpool baths or custom wall panel designs may not be cancelled after ordering.
3.4 Refunds will be issued as soon as possible and in any case, within 30 days.
3.5 Rubber Duck Bathrooms Ltd hold the right to cancel any orders at any time. Cancellation notice will be given.
4. DELIVERY & COLLECTION OF GOODS
4.1 Delivery timescales are given as estimates in good faith direct from the manufacturer but cannot be taken as precise or exact information.
4.2 Please do not arrange for fitting of any items until they have been delivered and checked for discrepancies/damages. We strongly advise against booking any trades people or engaging in preparatory work until full receipt and inspection of your goods has occurred. We will not be liable for any subsequent costs, consequential loss or compensation as a result of delay in delivery.
4.3 The risk of the goods passes to the customer from the time of delivery to the customer or any carrier or agent acting on the customers behalf. Please inform any agent acting on your behalf of the procedures on receiving goods and reporting any issues to us.
4.4 For goods which are shipped on a pallet, the goods will be delivered as close as possible to your front door. The delivery drivers are not insured to take their vehicles off the public highway. If your property is unreachable for any reason, such as access being on a private road, up a flight of stairs (such as flats), or any other obstruction (inc. Narrow streets, controlled parking zones, road markings ), delivery will be made as near to your property as possible.
4.5 The refusal of a delivery due to examples in 3.2 and 4.4, will lead to the actual cost of returning the pallet/parcel to Rubber Duck Bathrooms Ltd being deducted from any refund applied.
4.6 Missed Delivery - Small Items. Should a delivery be missed, many smaller items (i.e. taps, valves etc.) dispatched with FedEx or Parcel Force will be redelivered or left at a local collection depo to collect free of Charge. None collection of these items will result in items being returned to Rubber Duck Bathrooms. Should this arise the cost of delivery will be deducd from any refund.
4.7 Missed Deliveries - Large/heavy/fragile Items. Failed deliveries for large or heavy items (i.e. shower trays, fragile or glass items, full bathroom suites etc.) that are delivered VIA specialist couriers or pallet service may result in a re-delivery charge or the cost of actual cost of delivery deduced from any refund applied.
4.8 The delivery will be made by a single driver and delivered as close as possible to the front door (please see 4.1).
4.9 The driver is NOT insured to take the goods inside your property. If the goods ordered are of a heavy or bulky nature, it is strongly recommended that at least two able bodied persons are available at the time of delivery to get the goods inside the property.
5. DAMAGES & DISCREPANCIES
5.1 For small items that arrive by courier, you agree to open the box and check the goods for damage and to notify us via email, (sending to email@example.com), if there is any damage or discrepancies within a reasonable time period.
If the packaging of the item or the item itself appears to be damaged on delivery, please sign for as ‘damaged’. Also, If you feel you have insufficient time to check the items over, again please sign for the items as "Damaged" or give us a call if no signature is required and then report any issues to us within 14 days of receipt. Anything reported beyond the time frames mentioned above could affect your claim.
5.2 For larger consignments or orders that are dispatched using a pallet delivery service, please check the goods for damage on arrival. Any products damaged in transit MUST be noted at the time of delivery and documented on the delivery note. The delivery driver will wait for up to 15 minutes whilst you check the items for any damage. If you have purchased a large number of items, it is advisable that you have another able bodied person to help in checking of the goods.
If part of or all of a pallet order is noticed to have damage on delivery, (including the packaging), please call us immedietely for advice or sign for as damaged if you cannot get through on the phone. If, after inspecting the product contained in the damaged packaging, you find said product to be in good condition with no damage apparent, again please contact us to let us know. Any damage replacements that need to be sent will be arranged by Rubber Duck Bathrooms once notified.
5.3 If you appoint someone else to receive and sign for the goods on your behalf, you agree to advise them that the goods must be checked on arrival and you accept full responsibility for any damage or losses if they are not reported in accordance with the policies outlined in our terms and conditions.
5.4 From the time of receipt of goods, any subsequent loss or damage to the goods would be at your own risk.
5.5 If a bespoke item arrives damaged, a replacement will be dispatched once reported and a new product is manufactured.
Any issues reported beyond the timeframes mentioned above may affect your claim.
5.6 As a distance seller, we rely on independent courier networks or manufacturer dedicated transport links to deliver the items on display across our website. Each courier abides by their respective terms and conditions in relation to claims and we as a company have our policy in place so that we can protect our customers from incurring further costs if damages occur during transit.
See below links to the claims policies that Rubberduck Bathrooms have to follow when receiving a damage notification.
|Royal Mail||Letters/Envelopes||Claim must be filed in writing within 80 days from dispatch.|
|Parcel Force||Small to medium consignments||Claim must be filed in writing within 30 days from receipt.|
|FedEx||Small to large consignments||Claims for items noted for damage on delivery must be filed within 28 days OR by 5pm next working day if items are not noted for damage on delivery. (see section 16)|
|DPD||Chosen courier for several manufacturers i.e. Abacus||Claim must be filed within 14 days from the date of dispatch. (As of May 2020)|
|Barwick||Mixed items||Claim must be notified on receipt or within 24 hours and claim confirmed in writing within 7 days. (see section 4)|
|IDS *||Mixed items||Must be notified on receipt or within 24 hours on apparent damage and claim confirmed in writing within 3 working days. (See sections 6 - 8)|
|Ideal *||Mixed items||Must be notified on receipt or within 24 hours on apparent damage and claim confirmed in writing within 3 working days. (See sections 6 - 8)|
|Multipanel||Multipanel wall panels||Claim must be filed in writing within 48 Hours from delivery. (See section 9)|
|Roman||Roman branded items||Claim must be filed in writing within 7 days from receipt. (See section 9)|
|Palletways||Pallet delivery service using RHA networks||Must be notified in writing within 7 days of receipt and subsequent claim made in writing within 14 days of of receipt.|
* Part of Saint-Gobain Group
Please be aware, the timeframes mentioned in section 5.6 relate to the window of time Rubber Duck Bathrooms has to file a claim with the courier when receiving a damage notification from you the customer. Info on claim windows for customers of Rubber Duck Bathrooms can be found in sections 5.1 - 5.5.
6. RETURNS POLICY - Unwanted Goods
All returns must be accepted by us prior to returning said item.
6.1 If you decide you do not require a product after purchasing VIA the website, you may cancel your order within 14 days of receiving your goods. This is known as the ‘cooling-off period’.
Please note: For all returns, any additional charges outside of the standard delivery cost for us to dispatch the item to you would be deducted from any refund applied. (examples include but not limited to are a next day delivery or a dedicated courier service, pallet delivery etc.)
6.2 To cancel your order, please notify us in writing by post or electronically by email within 14 days of receipt of goods. To cancel VIA email, you can reply to your order confirmation email or you can send an email to firstname.lastname@example.org. Please be sure to include your returns number in the email subject. This is simply your order number with "-return" added to the end.
6.3 Please make sure you download and print a return form here and attach to the returned item(s). DO NOT MARK THE ORIGINAL PACKAGING. If the original packaging is deemed unsuitable for resale, we will deduct the cost to replace any packaging from any refund applied.
6.4 Customers have a duty of care, by law, to ensure that returned goods are received by us in an unused and resellable condition. This includes packaging being damaged beyond what is reasonably expected during transit. Due to this please ensure you carefully wrap the item packaging in cling film and then clear tape to secure in place, rather than applying tape directly to the packaging. This will also give a surface for the labels to be stuck to without further damage to the packaging. If you don’t have cling film to hand, we advise using neatly applied clear tape. To minimise the risk of incurring further costs, we advise that items are returned through a suitable tracked courier service and any high value items are insured as added protection.
6.5 Rubber Duck Bathrooms Ltd. reserves the right to claim for damages if a duty of care has not been followed and the returned product is deemed unsuitable for resale.
6.6 Due to hygiene concerns, some of our products can not be returned once opened or if a protective film is removed. If you require a viewing of these goods before purchasing please visit our showroom or call and speak to a sales operative.
6.7 Bespoke items that are no longer wanted can not be returned.
6.8 All Returns to be posted to:
Rubber Duck Bathrooms Ltd.
Unit 9 - 10 Wear Court
Skippers Lane Ind. Est.
7. RETURNS POLICY - Faulty Goods (Post Installation)
All returns must be accepted by us prior to returning said item.
This applies to goods which develop an unexpected fault after installation and not damage during transit (please see section 5 in our terms and conditions for info on damaged goods during transit).
7.1 All goods supplied by Rubber Duck Bathrooms Ltd. come with a minimum 12 month manufacturer warranty. Many items have an extended manufacturer warranty, please see the manufacturer terms and conditions for more info on these. When products are stated as having a longer warranty, these are covered by the manufacturer in question and not Rubber Duck Bathrooms Ltd. This does not affect your statutory rights.
7.2 In the event of faulty goods being returned at the expense of the customer, Rubber Duck Bathrooms Ltd will refund reasonable postage costs.
7.3 All goods returned due to faults are tested by the manufacturer. If the item is deemed to be in good condition by said manufacturer, the product value will be refunded minus the cost of the testing process.
7.4 If your purchase develops a fault within 12 months, please notify Rubber Duck Bathrooms Ltd. In most cases, the manufacturer will offer to send out a service engineer, who will visit the property to repair or replace the faulty item. If the fault is not causing any damage, please do not look to remove or repair the installed item as this could void your warranty. We find this process to be much quicker if the customer contacts the manufacturer directly, to arrange a call/visit from an engineer at a date/time that would suit them best.
8. COLLECTION OF GOODS
8.1 A small percentage of items are held on stock at our suppliers, so therefore please await email confirmation (or phone customer services) of pick-up time & date before visiting.
8.2 Rubber Duck Bathrooms Ltd personnel are not insured to load customers vehicles, so make sure you have an able bodied person to help in the loading of your goods.
8.3 Please ensure that you thoroughly check all goods you have collected before leaving the premises. Rubber Duck Bathrooms Ltd will not consider any claims for damage or shortages after the items have left our premises as we cannot verify where they took place. This does not affect your statuary rights.
9. DELIVERY OF GOODS, SERVICE OF CONTRACT
9.1 If you select the delivery option during the checkout stage, you are agreeing to enter into the delivery service contract.
9.2 Once the items have been dispatched from our warehouse the service contract can not be cancelled.
9.3 The refusal of a delivery, may lead to the actual return cost being charged.
10.1 All goods supplied by Rubber Duck Bathrooms Ltd. come with a minimum 12 month manufacturer warranty.
10.2 Many items have an extended manufacturer warranty, please see the manufacturer terms and conditions for more info on these. When products are stated as having a longer warranty, these are covered by the manufacturer in question and not Rubber Duck Bathrooms Ltd. This does not affect your statutory rights.
10.3 The warranty does not cover any defects in the goods arising from the following;
- Fair wear and tear
- Wilful damage
- Accidents/negligence by you or any third party
- Misuse or usage otherwise stated as recommended by the manfacturer
- Failure to follow the manfacturer fitting instructions
- Alteration/repair carried out without the manfacturer approval
10.4 All goods returned due to faults/defects post installation are tested by the manufacturer that supplied them. If the item is deemed to be in good condition by said manufacturer, the product value will be refunded minus the cost of the testing process.
10.5 If your purchase develops a fault within 12 months, please notify Rubber Duck Bathrooms Ltd. In most cases, the manufacturer will offer to send out a service engineer, who will visit the property to repair or replace the faulty item. If the fault is not causing any damage, please do not look to remove or repair the installed item as this could void your guarantee. We find this process to be much quicker if the customer contacts the manufacturer directly, to arrange a call/visit from an engineer at a date/time that would suit both parties best.
10.6 In the event of defected goods being returned at the expense of the customer, Rubber Duck Bathrooms Ltd will refund reasonable postage costs.
11. COMMUNICATIONS/WRITTEN COMMUNICATIONS
11.1 By law we have to provide written information to you regarding your rights as a consumer. When using our site, you are accepting that we can send this information electronically to you (on the email you supplied when placing your order) and accept that these contracts and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing.
11.2 Rubber Duck Bathrooms Ltd can not be held responsible for any shortages, incorrect fitment, installation issues due to advice or quotations given over the phone or via email. We can only work off of sizes and information provided to us by yourself (the consumer) and can only act on the information provided.
12. EXTERNAL SITES
12.1 Rubber Duck Bathrooms Ltd is not responsible for the availability of, or content located on or through any external site linked to www.rubberduckbathrooms.co.uk, nor for any transactions between you and such sites.
12.2 If you have any concerns regarding 3rd party sites linked to www.rubberduckbathrooms.co.uk, please notify us as soon as possible and an investigation will be carried out.
13. CUSTOMER FEEDBACK
As Rubber Duck Bathrooms Ltd continues to grow, we would like to use comments and feedback supplied by our customers to improve our customer service levels and product ranges.
13.1 When sending any feedback or comments regarding products and/or customer service, you agree that we can use these comments in the public domain i.e. to provide context/suggestions on a review platform.
13.2 If you have experienced any issues relating to customer service, please notify us VIA email immediately with all details contained to email@example.com. We will investigate the matter as soon as possible but please allow up to 14 days for a full investigation to be carried out and for any feedback to be provided.
13.3 Publication of fallacious material may result in legal action for libel against the publisher.
Bathroom Installation Terms & Conditions
As part of Rubber Duck Bathrooms we also install bathrooms in and around the Teesside area of the UK. All bathroom installations are subject to seperate terms and conditions. To read these terms and conditions please click here.