Terms and conditions

1 About these terms

These terms and conditions apply when you buy products from Susan Holton Knitwear. Please read them carefully before placing your order.

By placing an order with us, you agree to be bound by these terms. If you do not agree with any part of these terms, please do not place an order.

I may update these terms from time to time. The version that applies to your order will be the version in force at the time you place your order.

2 Information about Susan Holton Knitwear

I am Susan Holton trading as Susan Holton Knitwear.

You can contact me:

• By email: sue@susanholtonknitwear.com

• By telephone: 020 8941 0441

• By post: PO Box 257, East Molesey, Surrey KT8 9WL

My website is www.susanholtonknitwear.com

3 How the contract is formed

PLACING YOUR ORDER

You can place an order through my website, by telephone, or by email. When you place an order, you are offering to buy products from me.

I will send you an order confirmation by email. This confirmation is my acceptance of your order and is when the contract between us is formed.

If I cannot accept your order for any reason (for example, because a product is out of stock or because I have identified an error in the price), I will let you know and will not charge you. If you have already paid, you will receive a full refund.

IN-PERSON PURCHASES

When you buy from me in person at an event or at my studio, the contract is formed when I accept your payment.

4 My products

PRODUCT DESCRIPTIONS

I take care to ensure that my product descriptions and photographs are accurate. However, please note:

• Colours may appear slightly different on different screens and devices.

• I use artisan yarns from smaller spinners who make the most interesting yarns. These may vary slightly between batches, so there may be minor variations in colour and texture between individual garments and the photographs on my website.

• Each piece is handmade, and some are also hand-dyed, so no two items are exactly identical.

MADE-TO-ORDER PRODUCTS

Not all products are kept in stock. If your chosen item is not in stock, I will let you know and usually I will be able to offer to make it for you. Made-to-order items typically take up to 28 days to create and be ready for dispatch.

Sometimes a particular yarn or colour may be temporarily or permanently unavailable from my suppliers. If this affects your order, I will let you know as soon as possible and discuss the options with you. You will be entitled to a full refund if you do not wish to wait or accept an alternative.

If you do not wish to wait for a made-to-order item, you are entitled to a full refund.

BESPOKE AND CUSTOM PRODUCTS

I can often create bespoke items including custom sizes, lengths, and colours. If you order a bespoke or custom item, I will confirm the details with you before I begin making it.

Please note that bespoke and custom items are made specifically for you and cannot be cancelled or returned unless they are faulty. See section 7 for more details.

TIME SENSITIVE ORDERS

If you need your order by a specific date, please let me know as soon as possible. I will do my best to help and will let you know what I can do.

5 Price and payment

PRICES

The prices shown on my website are in pounds sterling. I am not VAT registered so there is no VAT to pay. Delivery charges are shown separately at checkout.

I take reasonable care to ensure that prices are correct. However, if I discover an error in the price of a product you have ordered, I will contact you to let you know. You will then have the choice of continuing with your order at the correct price or cancelling your order.

PAYMENT

I accept payment on my website by:

• Credit or debit card (via my secure checkout)

• Apple Pay

• PayPal

• Card details by telephone

Payment is taken at the time you place your order. I do not store your card details.

For in-person purchases at events, I accept payments by credit and debit card via Square or SumUp as well as Apple Pay. I do not store your card details.

INTERNATIONAL ORDERS AND CUSTOMS

For orders outside the UK, additional customs charges, tariffs, duties and taxes may apply when your parcel enters your country. These charges are not under my control and are your responsibility. I cannot refund any such charges.

For orders to the USA, the current import tariff and a courier handling fee are automatically calculated and included at checkout.

6 Delivery

DELIVERY TO UK MAINLAND

Standard delivery to UK mainland addresses is currently free for full-price items. A charge of £5.50 applies for reduced or sale items.

I usually dispatch in-stock items within 2-3 working days. Delivery typically takes 3-5 working days from dispatch. A signature may be required on delivery.

Next day delivery can usually be arranged for in-stock items at an additional charge (currently £13.50 for up to two items). Please contact me before 11am to arrange this. Your order will be delivered the next business day before 4pm, and a signature will be required.

CLICK AND COLLECT

You can choose to collect your order from my studio in East Molesey, Surrey (KT8). Select this option at checkout and I will contact you to arrange collection. If you have a preferred collection date and time, please let me know and I will do my best to accommodate this.

INTERNATIONAL DELIVERY

I deliver to many countries worldwide. Delivery costs for USA, Canada, Australia and New Zealand can be selected at checkout. You will need to select the correct option for your order. Delivery costs to other destinations worldwide are available on request.

Please note: I am currently unable to deliver to Northern Ireland or countries within the European Union due to the requirements of GPSR legislation. I hope this will be temporary.

DELIVERY DELAYS

Sometimes there may be a short delay before your order is dispatched, for example if I am away at a show or event. If this applies, I will let you know as soon as possible. If I cannot deliver your order within 30 days (or such other period as I have agreed with you), you are entitled to cancel and receive a full refund.

If your order does not arrive within the expected timeframe from dispatch, please contact me as soon as possible so I can investigate. I recommend contacting me within 14 days of the expected delivery date, as courier claim windows are limited and delays in reporting may make it harder to trace your parcel or secure a refund from the carrier.

7 Your right to cancel (online and telephone orders)

This section applies when you buy from me online, by telephone, or by email. Different rules apply to in-person purchases (see section 10).

YOUR CANCELLATION RIGHTS

You have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

To exercise your right to cancel, you must inform me of your decision by a clear statement. You can do this by email, telephone, or post using the contact details in section 2, or by using this model cancellation form.

To meet the cancellation deadline, you must send your cancellation before the 14-day period has expired.

EFFECTS OF CANCELLATION

If you cancel your order, I will refund all payments received from you, including the cost of standard delivery (but not any additional costs if you chose a more expensive delivery option such as next day delivery).

I may reduce the refund to reflect any reduction in the value of the goods if this has been caused by your handling them in a way that would not be permitted in a shop. If I refund you before I have been able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay me an appropriate amount.

If the goods are returned in a condition that means I cannot resell them (for example, if tags have been removed, if the item shows signs of wear, or if it has been damaged), I may reduce the refund to reflect this, which in some cases may mean no refund is due.

I will initiate the refund without undue delay, and no later than 14 days after I receive the goods back from you or 14 days after you provide evidence of having sent them back, whichever is earlier. You are responsible for the goods until they reach me so I strongly recommend returning them by a tracked and insured service. If the goods do not arrive or arrive damaged or in an unsaleable condition, I may withhold or reduce the refund accordingly. The time it takes the refund to reach your account depends on your bank or card provider.

I will refund you using the same payment method you used for the original purchase.

RETURNiNG GOODS AFTER CANCELLATION

If you cancel, you must return the goods to me without undue delay and in any event within 14 days of informing me of your cancellation.

You must pay the cost of returning the goods. I strongly recommend using a tracked and insured delivery service. You are responsible for the goods until they reach me, and I cannot issue a refund or exchange if the returned item does not reach me, or if it arrives damaged or in a condition in which I cannot sell it.

You must obtain proof of posting. Without this, neither of us will be able to make a claim against the carrier for loss of any items that fail to reach me.

Goods must be returned in their original condition, unworn and unwashed, with all tags and swing tickets still properly attached. Please use the original packaging or packaging that provides equivalent protection.

Please include a copy of your proof of purchase (such as your order confirmation, delivery note, or receipt) along with your name, address, email, telephone number, and the reason for your return.

WHEN YOU CANNOT CANCEL

Your right to cancel does not apply to:

• Bespoke or custom-made items (including custom sizes, lengths, or colours, that are not part of my standard range)

• Items that have been worn, washed, or damaged by you, or from which the tags have been removed.

These terms and conditions are continued on this page in the next column, above right.

8 Returns (change of mind)

In addition to your statutory cancellation rights, I offer the following returns policy for online and telephone orders:

• You must notify me of your intention to return by email within 14 days of receiving your order.

• The item must reach me within 30 days of the date you received it.

• Items must be unworn, unwashed, in perfect condition, with all tags and swing tickets still properly attached.

• Do not remove any tags, labels, or swing tickets until you are sure you want to keep the item - if any tags have been removed, I will treat the garment as having been worn and cannot offer a refund or exchange.

• Return costs are at your expense unless the item is faulty.

I cannot accept returns of bespoke or custom items, or items from which tags have been removed.

GIFT PACKAGING

If your order included gift packaging and you would like the gift packaging cost to be refunded, the gift packaging must also be returned in perfect and saleable condition.

HOW TO RETURN AN ITEM

Please use the original packaging or packaging that provides at least equivalent protection. Pack items safely and securely.

I strongly recommend using a tracked and insured delivery service. You must obtain proof of posting. I cannot issue a refund or exchange if the returned item does not reach us, or if it arrives damaged or in a condition in which I cannot sell it.

Please include a copy of your proof of purchase (such as your order confirmation, delivery note, invoice  or receipt) along with your name, postal address, email address, telephone number, and the reason for your return. For exchanges, please let me know what you would like instead.

I am happy to accept returns in person at my studio by prior arrangement.

Your exchange or refund will be processed as soon as possible after I receive and inspect your returned item.

CHRISTMAS PURCHASES

For items purchased during December as Christmas gifts:

• You must send me an email by 14 January confirming that you are returning an item, and what it is.

• Your returned item must reach me no later than 31 January.

• All other return conditions apply (unworn, perfect condition, tags attached).

• The only exception is if I have agreed with you in writing that a later return is acceptable.

9 Your rights when goods are faulty

I am under a legal duty to supply goods that are of satisfactory quality, fit for purpose, and as described. If goods are faulty, you have legal rights under the Consumer Rights Act 2015.

YOUR SHORT-TERM RIGHT TO CANCEL

If your goods are faulty when delivered, you have 30 days from delivery to reject them and receive a full refund. This is your short-term right to reject.

YOUR RIGHT TO A REPAIR OR REPLACEMENT

If you discover a fault after 30 days but within 6 months of delivery, you can ask me to repair or replace the goods. I will do this at no cost to you, within a reasonable time, and without causing you significant inconvenience.

I can choose whether to repair or replace, but if the chosen remedy is impossible or disproportionately expensive compared to the other, I must use the other remedy.

YOUR FINAL RIGHT TO REJECT OR PRICE REDUCTION

If I cannot repair or replace the goods, or if the repair or replacement is unsuccessful, you have the right to:

(a)   reject the goods and receive a refund (which may be reduced to account for use you have had of the goods); or

(b)   keep the goods and receive a price reduction.

The choice is yours.

HOW TO RETURN FAULTY GOODS

If you believe your goods are faulty, please contact me as soon as possible and supply photographs to illustrate the problem in detail. I will arrange for the goods to be returned at my expense and will refund any reasonable return costs you have incurred.

Nothing in these terms affects your legal rights under the Consumer Rights Act 2015.

10 In-person purchases

When you buy from me in person (for example, at an event or at my studio), different rules apply.

Because you have the opportunity to examine the goods fully before you buy, you do not have an automatic right to return goods simply because you have changed your mind.

However, if the goods are faulty, your rights under the Consumer Rights Act 2015 (as set out in section 9) still apply.

If you have any questions about an in-person purchase, please ask before you buy.

11 My liability to you

If I fail to comply with these terms, I am responsible for loss or damage you suffer that is a foreseeable result of my breach of these terms or my negligence. Loss or damage is foreseeable if it is obvious that it will happen, or if at the time the contract was made, both I and you knew it might happen.

I do not exclude or limit my liability for:

• death or personal injury caused by my negligence

• fraud or fraudulent misrepresentation

• any breach of your legal rights in relation to the goods, including your rights under the Consumer Rights Act 2015

I am not liable for any loss or damage that is not foreseeable, or for any business losses (including loss of profits, contracts, goodwill, or business opportunity).

12 Intellectual property

All designs, patterns, and original creative content on my website and in my products are my intellectual property or are used with permission. This includes my knitwear designs, photographs, text, and branding.

You may not copy, reproduce, or use my designs or content for commercial purposes without my written permission.

When you buy my products, you are buying the physical item. You do not acquire any intellectual property rights in the design.

13 How I use your personal information

I will use the personal information you provide to:

• process and fulfil your order

• contact you about your order

• comply with my legal obligations (such as keeping records for tax purposes)

I will only send you marketing communications if you have given your consent. You can unsubscribe at any time.

For full details of how I collect, use, and protect your personal information, please see my Privacy Policy on this website.

14 Complaints

If you have a complaint about your order or my service, please contact me using the details in section 2. I will do our best to resolve your complaint as quickly as possible.

If I cannot resolve your complaint to your satisfaction, you may be able to use an alternative dispute resolution service. You can find more information at www.citizensadvice.org.uk.

15 Other important items

I may transfer my rights and obligations under these terms to another organisation, but this will not affect your rights or my obligations under these terms.

You may only transfer your rights or obligations under these terms to another person if I agree in writing.

Each paragraph of these terms operates separately. If any court or relevant authority decides that any of them is unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

If I fail to insist that you perform any of your obligations under these terms, or if I do not enforce my rights against you, or if I delay in doing so, that will not mean that I have waived my rights against you or that you do not have to comply with those obligations.

16 Governing law and jurisdiction

These terms are governed by English law. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

If you are a consumer, you will benefit from any mandatory provisions of the law of the country in which you are resident. Nothing in these terms affects your rights as a consumer to rely on such mandatory provisions of local law.

If you have any questions about these terms and conditions, or about anything else on this website, please don’t hesitate to get in touch.

Please refer also to my privacy notice, and cookies notice.