Privacy, Terms & Conditions CONTACT PRIVACY SECURITY TERMS AND CONDITIONS OF SALE CONTACT Our contact for privacy and security issues, and complaints is Chris Herring, who is a founder and director of the company. Chris can be contacted in writing at the following address: Green Building Store Unit 6 Heath House Mill Heath House Lane Golcar Huddersfield HD7 4JW Or by email at: chris@greenbuildingstore.co.uk If you need to telephone us, you can call our sales team during normal office hours (0900 - 1700, Monday to Friday, excluding public holidays) on: 01484 461705 (national rates apply) PRIVACY We are committed to protecting your privacy. We will only use the information that we collect about you lawfully, in accordance with the Data Protection Act 1998. We collect information about you for the following reasons: to process your order; to supply you with information and advice about our range of products and services We will not send send information by mail if you request us not to do so. We will only email you for the following reasons: to assist in processing your order; to supply you with information and advice about our range of products and services if you have specifically requested this, either by individual request or by enrolling on an email newsletter service. When sending email newsletters or similar requested information we will always give you the opportunity to refuse further emails. The type of information we will collect about you includes: your name and business name address telephone and fax numbers email address other information required directly to process your order records of transactions with you We never normally collect sensitive information (for example sexual orientation or racial origin) about you, and would never do so without your explicit consent. We will endeavour to maintain any information we hold on you in as accurate and up to date manner as possible. You can check the information that we hold about you by contacting us either by email or in writing. If you find any inaccuracies we will delete or correct them promptly. The personal information which we hold will be held securely in accordance with the law. We will not transfer your information outside the European Economic Area. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a cookie which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. If you have any questions or comments about privacy, please contact us. SECURITY When you make a payment by card, online, your payment details are held on an SSL secure server. Your browser may notify you that you are moving to a secure area. You can check the security status of the secure server by clicking on the padlock icon at the bottom of the page when you enter this area. The current security certificate for the site will then be displayed, by following the links. Occasionally, with older browsers, you may see a message displayed indicating that the security certificate is invalid. You may need to upgrade your browser in these circumstances: we recommend viewing our site with Netscape version 4 or newer, Internet Explorer version 4 or newer and most other recent browsers. When you make a purchase with our online shopping service our sales staff are notified by email of your order but they have to go online through a password protected secure server to look at the order and payment details. This means that your credit card details are only visible to our authorised staff. They are never sent unencrypted by email or otherwise, guaranteeing total security. When the purchase transaction is completed, your card details are permanently deleted from the secure server. We keep no records of your payment details on our own computers. We may keep a paper copy of your payment details, for a limited period, to comply with the requirements of our bank. TERMS AND CONDITIONS OF SALE Our Terms and Conditions are in addition to and do not affect your statutory rights. If you would like to receive a full copy of our Standard Terms and Conditions, please write to us or email us. Payment We will not normally take payment for any goods more than two days before shipping the goods to you. Where we do need to do so (for example for special order items to be imported), we will clearly inform you of this and give you the opportunity to cancel your order. Goods damaged in transit Please notify us by telephone as soon as possible and no later than 7 days after receipt, if any goods arrive damaged in transit. Please confirm this in writing within 7 days of receipt. We will make arrangements to replace the damaged goods or refund the cost of goods and carriage at your discretion. Faulty goods Please notify us before returning any goods and always obtain a certificate of posting or other proof of carriage. If any goods are faulty, or significantly different from those ordered, please inform us by telephone within 7 working days from the day after receipt of you receiving them. The faulty goods will be collected within 14 days of the day after receipt. The goods will be replaced or the cost of goods and carriage will be refunded at your discretion. Any refund will be paid within 30 days of agreeing to do so. Cancellation You may cancel your order within 14 working days (excluding Saturday, Sunday and Public Holidays) from the day after receipt of your goods (this extends your statutory right under The Consumer Protection (Distance Selling) Regulations 2000 to cancel your order within 7 working days). To exercise this right you must inform us of your wish to cancel in writing by one of the following methods: deliver to our business address - Heath House Mill, Heath House Lane, Golcar, West Yorkshire HD7 4JW; send by post to our business address as above (in which case the cancellation is taken to have been given on the day of posting); send by fax to 01484 461705; send by email to sales@greenbuildingstore.co.uk. Please state clearly the goods you wish to return together with the Invoice or Sales Order number. A telephone call notifying us of your wish to cancel is not sufficient, and will not be taken as a notice of cancellation. All money paid by you including our delivery charges will be returned within 30 days of the date the notice of cancellation is given. In the event of cancellation, you have a duty to restore the goods to us. Our contract with you requires that you return the goods at your own expense in the event of cancellation. If you fail to do so, we will deduct reasonable costs incurred for recovering the goods from moneys returned to you, or in the event that we have already repaid you, take measures to secure payment for this recovery. You must also take reasonable care of any goods that have been supplied, both before and after notice of cancellation has been given. If you do not do so, we can make a claim against you for the resulting loss in value. Description of goods and pricing We endeavour to provide clear and accurate descriptions of all of our products. Online colour representation is given for guidance only, and can not be relied on due to the inherent variations in monitors. Printed colour charts are as accurate as possible, but may not exactly match actual shades because of the limitations of the printing process. The colour of paints supplied may not precisely match previously supplied samples or orders. Some unavoidable variations in colour can result from batch production, the inherent variation in mineral pigments and the variability of natural finishes. Delivery conditions We will deliver within 30 days of receipt of your order. If for any reason we find we are unable to do this, we will notify you immediately and arrange another time for delivery or offer you a full refund of your order value including carriage charges, at your discretion. Subject to stock availability we will normally deliver to the schedules below, however our contract to supply you is not dependent on complying with these delivery schedules. These conditions do not apply to bespoke goods such as doors and windows. Delivery schedules (non-bespoke items) A. All online products except Warmcel and Thermafleece insulation: Mainland England, Wales & southern Scotland (including Glasgow and Edinburgh) Delivery is normally within 48 hours, subject to the following schedules: Ordered Monday before 12.00 - Delivery Tuesday/Wednesday Ordered Tuesday before 12.00 - Delivery Wednesday/Thursday Ordered Wednesday before 12.00 - Delivery Thursday/Friday Ordered Thursday before 12.00 - Delivery Friday/Monday Ordered Friday before 12.00 – Delivery Monday/Tuesday Ordered Saturday/Sunday - Delivery Tuesday/Wednesday Ordered on Bank Holidays - Delivery 1-2 days after next working day Highland Scotland - Delivery is normally on a 2-3 day service, although if you are very remote this may be longer. Scottish islands - Delivery is normally on a 3-5 day service, although if you are very remote this may be longer Other UK destinations, for example N Ireland, the Isles of Wight and Man are not available for online orders. Please call our mail order service on 01484 461705. If we are out of stock of certain items, or cannot deliver to these schedules for any other reason, we will endeavour to advise by telephone or email of the earliest delivery date. Mistakes in bills, receipts or payments We will correct any mistakes in bills, receipts or payments as soon as possible, and no later than 30 days after agreeing to do so. Returns and refunds Outside of the Statutory Cancellation period, and in addition to any Statutory Rights, we will normally offer a refund against returned goods, subject to the following conditions. You must obtain prior agreement for return/refund before returning the goods. Goods must be returned in saleable condition (paint must not have been opened). If we arrange carriage, we shall charge you the full cost of the carriage return, which may be more than the original delivery charge. Products with a short shelf life will normally be accepted for return/refund for only a short period after sale. We shall normally charge a restocking charge of 20% to cover administration and handling costs. Complaints If you have a faulty item, initially please see the Guarantee and returns section above. If you wish to complain about a product or service we have offered, please either telephone our sales team and confirm your complaint in writing/email to Chris Herring (see contact details above). We will then: acknowledge your complaint within 5 working days keep you informed about any progress with your complaint endeavour to inform you how long it will take to resolve your complaint.