Terms and conditions

Matting Solutions LTD returns and refund policy
This returns and refund policy is applicable to the supply of goods and services to consumers.

Acceptance of your order and completion of the contract between you and us will take place upon dispatch to you of the products ordered unless we have notified you that we do not accept your order or you have cancelled it.

If you change your mind about your purchase for whatever reason, you may return the item, unused, in its original condition along with full packaging and proof of purchase within 14 days of delivery for exchange or a refund.

Return of good within 14 days
STEP 1

Contact Matting Solutions LTD via e-mail with your order number in order to start the returns process.

STEP 2

We recommend that you use a Recorded Delivery service, as proof of shipping is not proof of receipt. We can not accept responsibility for any items that are lost in transit. We will provide you with the returns address.

STEP 3

If you require an exchange, please ensure you include the details of the products you would like to exchange along with your daytime telephone number and email address in case any addition payment is required. If the other item costs less than the product you are returning we will refund you the difference. We will again require a telephone number to obtain your credit/debit card details to complete the refund.

Please do not post your credit cards with the package for security reasons.

The goods must be in original condition & returned with full packaging together with any other items that were originally supplied with the goods. Please remember to send your return by Recorded Delivery. This is for your own security and insurance against items lost in transit.

Credit/Debit card refunds will be made providing we are satisfied that the goods are in an acceptable condition as mentioned above.

Only the cost of the goods will be refunded, you will have to pay the carriage costs unless the reason for return is due to an error on our part where we will arrange for the collection of the goods at our cost.

Return of faulty goods
If there is a fault with your product (or other defect with your order) you may return the product within 28 days. If you have notified us before 7 days of delivery you will be entitled to either a full refund or replacement product. If you notify us between 8 days to 28 days you will be entitled to a replacement product.

STEP 1

Contact Matting Solutions Ltd via e-mail us in order to obtain start the returns process, please ensure your order number is also included in the email. Please provide a full written reason along with images for the return. This makes it easier to confirm any claim.

STEP 2

Please remember to send your return by Recorded Delivery from the Post Office or your chosen courier when returning goods, as we cannot be held responsible for goods lost in transit without it. We will replace the product or refund your money when:

The product is confirmed to be faulty.

If no fault is found then the product(s) will be returned and a 10% handling charge representing the value of the goods, plus carriage costs will be made.

The product is otherwise in original condition.

It is returned complete.

Our promise to replace products or refund your money does not apply to faults caused by accident, neglect or misuse caused by the customer.

Where item(s) are confirmed to be faulty, we will also pay for your reasonable cost of returning the item(s) for replacement or refund.

We will provide a full returns address during the returns process.

Please ensure either the original packaging is used when returning the product or it is adequately protected for transportation as Matting Solutions LTD will not be responsible for loss or damage to goods during transportation.

Please also remember to send your return by Recorded Delivery from the Post Office or your chosen courier when returning goods. This is for your own security and insurance against items lost in transit.

Please do not send any returns to any other address other than the returns address we provide you. Only returns sent to the correct address will be processed.

Terms and conditions

Interpretation

“Company” Means MATTING SOLUTIONS LTD (Registered In England and Wales under No. 12589336) whose registered office is at Swan House, Draycote Reach, Rugby, Warwickshire, CV23 8AB, “Customer” Means the individual, firm, company or other party with whom the company contracts; “We/Us/Our” Means MATTING SOLUTIONS LTD “Contract” Means a contract for the purchase and sale of goods; “Goods” Means any goods and any instalment of the goods or any parts for them which the Company has agreed to supply under the Contract;

Goods, pricing and availability

Every product bought is sold subject to its product description. We always strive to ensure that all the product details, prices and descriptions on our website or in any marketing material are accurate at the time of entering them into our systems or printing our materials. In the event when the website does not reflect the position exactly at the point an order is placed, we will try to correct any mistakes as quickly as possible and inform the Customer of them so that you may either confirm your purchase or cancel your order. Pre-order items, for orders which include a pre-order item (an item which is currently out of stock but due in shortly), we shall despatch those items which are in stock immediately and the pre-order items as soon as we receive stock at no additional charge to you.

We try as much as possible to ensure web pictures truly reflect the products colours but sometimes you may see a colour variation in the products from how they appeared on your screen due to factors such as monitor settings and/or photographic lighting used.

Please be aware of any product care instructions included within the product descriptions on our website. We cannot be held responsible for any goods that have been damaged as a result of not being cared for as per our guidelines and recommendations and therefore will not be able to issue a refund or replacement.

Please note that we are unable to confirm the price of a product until your order is accepted in line with our order acceptance conditions. Price Adjustment Policy, We are unable to offer a price adjustment on items originally purchased prior to them going in a sale and once an item has been purchased in a sale, no price adjustment will be offered should the item be reduced in price further.

Payment

Please be aware that you will be charged for the whole value of your order as soon as you place it, not after you have received the goods. This is also the case for items which are not yet in stock and you pre-order.

Deliveries

We endeavor to use a reliable and efficient delivery service and as such, the logistics company we work with will use a considered selection of couriers. The courier selected for each delivery will depend on size, weight and number of parcels and the delivery time you have selected. Delivery charges will vary depending on the service you select and are subject to change depending on the size and weight of your parcel. Should there be a change, our customer services department will contact you prior to delivery to confirm you would still like to proceed with your purchase. Before you submit your order please ensure you have entered the correct delivery address details as any errors could result in additional delivery charges.

Our delivery charges quoted will apply to Mainland UK only. Different prices will be charged for deliveries to the Isle of Wight, Isle of Sicily, Northern Ireland, Dublin, Highlands and Islands. All prices quoted and charged are in Great British Sterling (GBP) and include the 20% UK VAT (Value Added Tax). If the delivery destination is the Channel Islands, the VAT will automatically be changed to 0 and you will not pay for the UK VAT.

Risk and ownership

Risk of Goods (responsibility of Goods) is transferred at the point of delivery; Ownership of Goods is transferred once Goods are paid in full and delivery has taken place.

Faulty damaged or incorrect goods

Please see returns policy

Force majeure

In this clause “Force Majeure” means an overpowering force itself, which prevents the fulfilment of a contract. If the Company is affected by Force Majeure it shall promptly notify the other party of the nature and extent, and will not be liable to the customer and not deemed as in breach of these conditions.

Other terms

These terms and conditions (“Terms”) apply to each purchase of goods made from our website www.mattingsolutions.co.uk. These terms also cover emails and any other promotional material such as catalogues. We may change or update these terms occasionally and will publish changes on this website. By placing an order, the Customer agrees to be bound by these terms and conditions. If you do not agree with them you should refrain from placing an order with us. If you have any questions relating to them please contact our customer services department by email info@mattingsolutions.co.uk. These terms and Conditions may be revised at any time. We would advise the user check them regularly.

Law and jurisdiction

The formation, performance, validity and all aspects of the Contract shall be governed by the laws of England and the parties submit to the non-exclusive jurisdiction of the English Courts.

Privacy policy

Matting Solutions Ltd is committed to ensuring that your privacy is protected. This Privacy Policy explains how we collect your personal information on this Website, how we protect such information, the choices you have concerning the use of such information and how you can instruct us if you would prefer to limit the use of that information and procedures that we have in place to safeguard your privacy.

Please read this privacy policy carefully

For the purposes of this Privacy Policy, “we”, “us” and “ours” means Matting Solutions Ltd.

We may amend this Privacy Policy from time to time. Please refer to this Privacy Policy regularly. By using the Website or any of our products, features, resources or services on it you agree to be bound by the terms of this Privacy Policy.

You have the right to be informed by this Privacy Policy of the way we use and hold your information. You also have the right to access the personal information we have about you, to change this information, to erase or restrict the processing of personal information we hold about you and to stop any direct mail or email marketing we send you. If you wish to exercise those rights then please email us at info@mattingsolutions.co.uk.

Who operates the website?

The Website is operated by Matting Solutions Ltd, a company incorporated in England and Wales (company registration number 12589336) whose registered office address is at Swan House, Draycote Reach, Rugby, Warwickshire, CV23 8AB.

Security

The internet is not a secure medium therefore we cannot accept responsibility for an unauthorised access or loss of personal information that is beyond our reasonable control. However, we employ security measures to protect your information from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage.

Personal information provided on the website and online credit card transactions are transmitted through a secure server. We use a Hyper Text Transfer Protocol Secure which is the HTTPS part of our website URL. This means that all communications between your browser and the website are encrypted.

What type of information is collected?

Information we collect may include:

Your registration and transaction details: title, name, address, any other delivery addresses, email address, telephone number, date of birth, billing and card payment details. Purchase and transaction history. Information about your computer. When you visit our Website, our web server automatically collects anonymous information such as log data and IP addresses, and may collect general information concerning your location, referral source, length of visit, page views and website navigation.  We may use this information in several ways, for example, improving our web site, product range, marketing and service.

We may also collect information from you if you physically attend an event, enter a giveaway or subscribe to our database. This information will only be collected with your permission.

How do we collect your information?

We collect, process and retain information from you when you:

navigate to the Website on any device by transacting, by registering an account with us and otherwise interacting with us.

interact or engage with us on social media

meet us physically at an event, when you enter a giveaway or when you subscribe to our database. This information will only be collected with your permission.

sign up to receive any marketing correspondence by post and/or electronically.

enter your details on a product waiting list.

call customer services with an enquiry, comment, complaint or to make a transaction.

There is no requirement for you to provide us with such information in order to use the Website. However, if you decide to withhold certain information requested by us, you may not be able to visit all sections of the Website or buy our products from the Website.

What do we use your information for?

We use the information gathered on the Website or provided to us by you, to enable us to provide you with access to all parts of the Website and to process any orders you may make. If you provide information to this Website, we will not sell, share or rent your personal information to third parties, but we may use it for our own purposes in order to:

administer and run the Website;

complete your purchase transactions and send you goods purchased;

send statements and invoices to you, and collect payments from you;

provide the services you request;

send you our catalogues and other marketing communications relating to our business by mail if you have opted in to receive them;

send you email notifications if you have opted in to our email mailing list

identify your preferences, so that we can notify you of other Layered Lounge products, services and promotions that may be of interest to you

deal with any enquiries and complaints you may have relating to the Website.

For the prevention of fraud and crime we may share your information with a law enforcement body when we are required to do so.

How long will we hold your information? 

We will retain your information for as long as you have your account, or as long as is required to be able to provide the services to you.  Customer transaction history will be kept for a maximum of five years after which the information will be deleted.

Who do we share your information with? 

We will never sell, trade or rent any of your information to any third party.

Third party contractors may sometimes have limited access to information collected on the Website in order to provide products or services to us, for example:

hosting and maintenance of the Website;

credit card processors

email marketing

courier services to fulfil orders you place with us.

social media advertising

This is strictly limited to information that is reasonably required by them to perform their duties. These third parties are, at all times, required to comply with the terms of this Privacy Policy and as such are prevented from using or disclosing any information for any purposes other than providing services to us.

Social media advertising

We engage in online social media advertising on social media sites such as Facebook, Instagram and LinkdIn. The ads that you see will be based on information we hold about you, or your transactional history with us. All this information will be subject to the Privacy Policies of those platforms too which you can view here: Facebook, Instagram and LinkdIn.

In the event of a sale, merger or transfer or sale of us or any group company we reserve the right to transfer information to a third party who will be obliged to adhere to the terms of this Privacy Policy.

The use of cookies

Like most websites, this Website sometimes makes use of browser “cookies” which are pieces of information which a Website either transfers to your computer hard drive or stores temporarily in your computer’s memory for record keeping purposes. We use cookies in order to allow us to statistically monitor how you are using the Website. This allows us to work on our product offerings, website design and customer service.  Most browsers are initially set up to accept cookies. You can re-set your browser to refuse cookies or to indicate when a cookie is being sent. However, if you decline to accept cookies, you may not be able to take advantage of or participate in certain features of this Website.

Advertisers and other third parties may use their own cookies when you click on adverts or links to their own site. This Privacy Policy does not govern the use of such third party websites or advertisers.

How to subscribe

Should you wish to receive email notifications from us which include information about new products, special discounts, events and any other information we think you would like to be informed of relating to Matting Solutions Ltd then please go to our website and enter your details in the sign-up box.

How to unsubscribe

The personal data you submit may be used for marketing purposes.  We may send catalogues and promotional emails to you with information on our products that we fell may be of interest.

If you would like to unsubscribe from our emails, simply email info@mattingsolutions.co.uk. Please allow 3 working days for this to take effect since some promotions may already be in place when you do so.

Please note that even if you have unsubscribed from our email list, we may still contact you in the event of discussing an order you might have place or an out of product stock waiting list you might have signed up to.

Regulatory bodies

If at any time, you feel that Matting Solutions Ltd has mishandled your information in any way, you have the right to complain to the Information Commissioners Office (ICO). You can either visit their website or call their helpline: 0303 123 1113.

BY USING THE WEBSITE, YOU ACCEPT THE TERMS OF THIS PRIVACY POLICY. IF YOU DO NOT AGREE TO THIS PRIVACY POLICY OR ANY OF ITS TERMS YOU SHOULD NOT USE THE WEBSITE AND SHOULD CEASE TO ACCESS THE WEBSITE IMMEDIATELY.