Terms and Conditions
This website, found under the www.coxandcox.co.uk URL and associated catalogues, are operated by Cox & Cox Mail Order Ltd. References to Cox & Cox and ‘we’, ‘us’ and ‘our’ shall be deemed to be references to Cox & Cox Mail Order Ltd. References to ‘you’, and ‘your’ shall be deemed to be references to persons placing an order via the www.coxandcox.co.uk website, as well as for telephone or postal orders. These terms & conditions also cover our catalogue(s), emails and any other associated promotional activity.
When you place an order with us it will be deemed that you have read, understood and agreed to these Terms & Conditions. If you are unhappy with any part of these terms and conditions, you should contact one of our Customer Queries team before placing an order with us either by phone or by emailing email@example.com or by post at the address given below.
By placing an order through our website you are making an offer to Cox & Cox Mail Order to purchase the goods outlined in your order upon the terms described in your order.
When you place an order, we will require your name, email address, credit/debit card, phone and address details. This information is required in order to process your request or inform you of acceptance of our order. A contact phone number is needed so that we can get in touch if there is a problem with your order. We may, unless you inform us otherwise, provide our couriers with your contact phone number in case they need to reach you to arrange the delivery of your order.
After placing an order online, we will provide you with confirmation that your order has been received but this is not confirmation that your offer to buy the items has been accepted. Our contract for the sale of our products will only exist once an order has been accepted, processed and despatched to you.
Please note that we will not be able to meet any obligations as a result of the following reasons:
- -If the product you ordered is out of stock.
- -We are unable to authorise your payment.
- -If it is identified that there is a product description or pricing error.
- -If customers do not reach any order criteria outlined in the Terms & Conditions.
- -If our delivery companies are temporarily unable to deliver due to exceptional conditions that are beyond our control including hazardous weather and accidents.
Please note that if you are paying by post, on rare occasions items may sell out whilst the cheque is being cleared. Where this occurs, we will reissue a cheque for the amount.
Should there be an issue with your order, one of our Customer Queries team will contact you either by phone or email. If we have issues authorising payment we will contact you via email or phone and you will have 48hours to respond. Failure to do so will result in your order being cancelled.
Cox & Cox reserve the right to reject any offer of purchase by you at any point. Please note that whilst we will make every effort and reasonable care to keep your order details and payment secure, we cannot be responsible for any loss you may suffer if a third party procures unauthorised access to any information that you supply when accessing or ordering from the Cox & Cox website.
When placing an order you will be added to our Catalogue mailing and email list. However should you wish to not receive mailings, please inform our Customer Queries team and they will remove you from our Catalogue list. You can remove yourself from the Email list by amending your email preferences via the link at the bottom of each email.
- International Delivery is available on certain products. Delivery is charged in accordance with the size and destination address of the order as per the delivery cost at the time of order. However, should the volumetric weight be heavier when the parcel has been parcelled up we may ask for additional funds to cover the cost of the delivery.
Please ensure that you check all items on receipt, as faulty or damaged items must be reported within eight working days of receiving the parcel.
Website and Catalogue Product Pricing & Descriptions
Every product bought is sold subject to its product description which outlines any further specific conditions that relate to that product including, without restriction, terms and conditions that regarding approximate delivery dates/times, warranties, after-sales support and guarantees.
We undertake all reasonable care to ensure that all the details, prices and descriptions of products in our catalogues and on our website are accurate at the time when they are either entered onto our system or printed. Whilst we endeavour to keep the website as up-to-date and accurate as is possible, there may be very rare occasions when the information on the website (including product descriptions) at a certain time may not reflect the position exactly at the point an order is placed. We do not give any warranty as to the accuracy or completeness of the information and cannot be responsible for any errors or omissions or for the results arising from the use of such information. 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. We take every care to ensure that the description and specification of our products are correct at the time of going to press. However, specifications and descriptions of products on this website and in the catalogue are soley to provide an approximate idea of the goods they describe and do not form part of the contract between you and us and are not intended to be binding. Furthermore, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used to view the products.
Goods are faulty if they are received damaged or where a manufacturing fault occurs within one month of purchase; however this does not include the results of normal wear and tear. For electrical items, there may be extended guarantee through the manufacturer- please refer to original product packaging for more information.
Sale Price Adjustment Policy
Cox & Cox is happy to offer a Sale Price Adjustment on items purchased up to seven days prior to the start date of the sale. The same item must still be available at the time of your request and before any sale price adjustment can be made and the difference will then be issued in the form of a credit note which is valid for 1 year.
We are unable to offer a price adjustment on items originally purchased in a sale or on any special promotion items that are temporarily reduced in price. Once an item has been purchased at a discounted sale price, no price adjustment will be offered should the item be further marked down.
If you are not happy with products you have chosen and received, you are entitled to cancel this contract if you so wish under the Distance Selling Regulations, provided you exercise your right no longer than eight working days after the day on which you receive the products (excluding made to order/personalised items). Please note however that we pride ourselves on our commitment to the highest levels of customer service and will consider every situation on a case by case basis, subject to the situation, after this period.
Should you wish to cancel your order prior to despatch, please contact our Customer Queries team on firstname.lastname@example.org or 0844 858 0734 (Calls will cost 7ppm plus your phone company access charge). Alternatively, you can inform us by posting the notice to our address below or faxing us on 01373 468484. Please note that there may be occasions when a cancellation request is received after an order has been processed and despatched, particularly if we are notified by post. If your order has already been despatched we will be more than happy to offer you an exchange or, if you wish, a refund provided that the products are returned complete and in a reasonable condition. Where possible we would ask that you return the items with the original packaging. Please note that, with the exception of faulty items or goods damaged in transit, we are not responsible for return postage. Where goods are delivered to a third party you will need to be able to return the goods you ordered to us to be able to exercise this right.
Items Not Received
Returns Policy & Making Returns
In the unlikely event that a parcel arrives damaged or faulty please contact our Customer Services team on 0844 858 0734 (Monday to Friday 9am to 5pm- Calls will cost 7ppm plus your phone company access charge) or by email at email@example.com so we can arrange a replacement, exchange, or refund for you.
If you wish to return an item, with the exception of personalised products, we need to receive it back into our warehouse within twenty eight days of receipt for a refund or exchange. We ask that you please return the items where possible with their original packaging. This does not affect your statutory rights. As the goods are your responsibility until they reach our warehouse please ensure you package your return to prevent any damage to the items or boxes.
With the exception of faulty and damaged goods we are not responsible for the return postage and do advise that you obtain a certificate of postage in case the parcel fails to reach us.
If an item is returned to us outside of the twenty eight day time frame or is in a non re saleable condition a credit note will be issued at the discretion of Cox & Cox.
If you wish to cancel your order and return it to us, under the Distance Selling Regulations, you must let us know within eight working days of receiving your parcel. This can be done by calling our Customer Services team on 0844 858 0734 (Calls will cost 7ppm plus your phone company access charge) or via email at firstname.lastname@example.org. You will then need to return the whole order to us, at your own expense to us if you have already received it. Once we receive the whole order back we will issue a full refund including the original delivery charge paid. Please note this does not apply to the personalised items which cannot be returned unless faulty or damaged.
Please see above for information on our Returns Policy. With the exception of faulty items or goods damaged in transit, please note that we are not responsible for return postage.
Large Items: Please note that large unwanted items will need to be collected by one of our couriers (the £16 per box cost for this will be deducted from your refund, with the exception of faulty or damaged items) – simply call 0844 858 0734 (Calls will cost 7ppm plus your phone company access charge) during office hours and our Customer Query team will be able to advise you. The courier does not offer timed or weekend collections and unless a safe and secure location can be specified someone will need to be in when the collection takes place.
Smaller items: Once you have contacted us, please ensure that you include the Returns Slip within the parcel and return your parcel using one of the methods listed below:
A – Return using Collect+ for just £4.29. Collect+ is a convenient way to return parcels at over 3,500 local shops; most are open from early until late, 7 days a week. Simply visit www.collectplus.co.uk/coxandcox to find your local Collect+ store and purchase your returns label. Then print and attach the label to your parcel, ensuring any outbound delivery labels are removed or covered. Drop off your parcel at any Collect+ store, where you will be given a receipt and tracking code.
Please note, you must obtain a returns label before taking your parcel into a Collect+ store. Collect+ will not accept responsibility for parcels handed into a store without a Cox & Cox returns label. This service can be used for parcels weighing up to 10kgs and includes online tracking and up to £40 insurance.
To find your nearest Collect+ store you can:
Visit the Collect+ website www.collectplus.co.uk/coxandcox and then follow the instructions to purchase a returns label.
Alternatively, you can send an SMS to 84555, stating ‘COLLECT’ along with your postcode. Example ‘COLLECT BS6 6HB’.
Or you can call the Collect+ Contact Centre on 0845 270 9888.
You can book your returns label online using a credit/debit card or PayPal. Please note that you need a printer available to print off the label. Simply follow the quick steps below:
1) Go to www.collectplus.co.uk/coxandcox and follow the instructions to find a Collect+ store, and purchase a returns label.
2) Print out the return label and securely attach it to your parcel. Please make sure that the bar code is clearly visible, and that any other delivery/returns labels have been covered or taken off the package.
3) Drop off your parcel at any local store offering the Collect+ service where you will be issued with a proof of postage receipt.
4) Keep your receipt to track your parcel online at www.collectplus.co.uk/track
Please note that you can only return your item by Collect+ in the UK and for parcels with dimensions no larger than 50x30x30cm (cabin size baggage), which weigh no more than 10Kg.
B- Return using Royal Mail
Cox & Cox Mail Order Ltd., Marshall Way, Commerce Park, Frome, Somerset, BA11 2FB.
We recommend that you obtain a Certificate of Posting in case for whatever reason the parcel(s) fails to reach us.
Returning Two Man Delivery Items
Please note an exception to our returns policy is any item delivered by the two man delivery team. Any item with the lorry symbol will need to be collected by the same firm who delivered the parcel and the same charge to collect it will apply. In order to arrange this please contact our customer service team on 0844 858 0734 (Calls will cost 7ppm plus your phone company access charge). Refusal of a delivery unless pre arranged with ourselves will incur the same collection charge.
Should you wish to return a non faulty item from outside of the UK, excluding the Channel Islands, Isle of Man and Northern Ireland, you will be responsible for the return postage and we do not offer a collection service for overseas items.
Please note that only one promotional offer can be used at any one time and any Promotion Codes are not valid during Sale Periods or on items in our Sale Room. All promotional codes remain the property of Cox and Cox and we reserve the right to stop or remove a promotion at any time without prior warning. Although we will instruct affiliate windows to remove offers or promotions from their sites when they are no longer valid we can not be responsible for the failure to do so.
Disclaimer & Limitations of Liability
Cox & Cox does not look to exclude or limit liability for personal injury or death arising from its negligence or that of its employees, agents, members or directors or for any misrepresentation that is fraudulent.
To the utmost extent allowed by law and save as provided above, neither Cox & Cox nor any linked company shall be liable to you by reason of any representation, or any implied condition, guarantee, or other term, or any duty at common law, or under the express terms of the contract, or in negligence (whether on the part of Cox & Cox or any of its employees, agents, members or directors or otherwise) for any indirect special or resultant loss or damage (including but not limited to loss of profit or loss of saving), expenses, costs, or other claims for compensation whatsoever which arise out of or in connection with the use of the Cox & Cox website, the supply of the products or their use of resale by you).
These limitations of liability, as outlined here, shall apply equally for the benefit of Cox & Cox Mail Order Ltd. and any other linked company as if references to Cox & Cox included references to each linked company.
Whilst we try and do everything reasonable to try and keep the information on this website up-to-date and correct, Cox & Cox do not give any warranty to its completeness or correctness and Cox & Cox cannot be held responsible for any omissions, errors or for any resulting implications from the use of this information.
Cox & Cox make all reasonable effort to ensure a reliable and fast service but we do not guarantee that you that your use of this website will be free from interruption or errors and cannot be held responsible for any disruption, loss of or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto computer systems.
In addition, Cox & Cox cannot be held responsible or liable for your use of any websites that are accessible from this website as we do not have any control or responsibility for these. Any such links should not be viewed as an endorsement or an affiliation with Cox & Cox.
Copyright & Trademark
All the content of the pages on the website (including pictures, logos, photographs, copy and other materials) represent the copyright or registered trademark of Cox & Cox or it’s technology providers or their respective owners. ALL RIGHTS RESERVED. The modification, copying, circulation, reproduction, or incorporation of into any other work of part of or all of content available on the Cox & Cox site is forbidden, with the exception of:
Copying, printing (solely one copy) or downloading extracts of the content of the website for the sole purpose of using the website in good faith for placing an order with Cox and Cox or for non-commercial purposes.
The complete liability of Cox & Cox under or in connection with any contract for any products to which these conditions apply shall not exceed the price of the products, except as expressly provided in these conditions.
Cox & Cox will not be liable to you or be deemed to be in breach of these terms and conditions or any other contract with you by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the products ordered by you if the delay or failure was due to any cause beyond its reasonable control.
Cox & Cox may assign or transfer any of its rights or sub contract any of its obligations under these terms and conditions to any third party. You may not assign or transfer any of your rights or sub contract any of your obligations under these terms and conditions except with the specific written permission of Cox & Cox.
No person who is not a party to these terms and conditions shall have any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999. Nothing in these conditions is intended nor shall affect any of your statutory rights that may not be legally excluded.
Territory and Law
The use of this website and these Terms and Conditions are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights.
This website and our Terms and Conditions have been designed for use within the United Kingdom and under UK law. Whilst we are happy to consider requests for products and enquiries from outside the United Kingdom, we give no warranty, express or implied, that the use of this website or the placing of any order through this website from outside the UK complies with any applicable non-UK laws or regulations. Accordingly, any products or promotions not permitted under your local law are not offered to you.
Cox & Cox Mail Order Ltd.
Telephone: 0844 858 0734 (Calls will cost 7ppm plus your phone company access charge)
Fax: 0870 774 3377
Registered in England and Wales No. 4284283.
Registered office: Euro House, 1394 High Road, Whetstone, London, N20 9YZ.
VAT Number: 782093123.