Terms & Conditions

canvasandstretcherbars.co.uk is trading as part of The Prima Group (Carlisle) Limited

Welcome to www.canvasandstretcherbars.co.uk. We hope you get everything you need out of using our website and if you have any questions, comments or queries we are always happy to hear from customers so feel free to contact us using the information below:

The Prima Group (Carlisle) Limited

Marconi Road

Burgh Road Industrial Estate

Carlisle

Cumbria

CA2 7NA

Tel: 01228 712128

Email: info@canvasandstretcherbars.co.uk 

Customers have 28 days to report any damaged or missing items with their order.

By continuing to read, browse and use our website you are agreeing to comply with our Terms & Conditions policy as set out below which, along with our Privacy Policy, govern our relationship with you in relation to our website. When we refer to ‘us’, ‘our’ or ‘we’ we refer to The Prima Group (Carlisle) Limited, the owner of the website whose registered premises are listed below, along with our company number and VAT number:

The Prima Group (Carlisle) Limited

Marconi Road

Burgh Road Industrial Estate

Carlisle

Cumbria

CA2 7NA

Company no.: 7331164

VAT no.: 944407715

EORI Number: GB944407715000

Delivery Schedule:

While the majority of our orders are booked on a next working day delivery service please allow 1-3 days for delivery if you haven’t received your orders by then please feel free to get in touch with us.

We cannot take responsibility for any knock-on effect these delays may have on your own customer demands so please be aware that delays may occur.

(a)   Stock shortage

(b)   Item manufacturing (e.g. postal boxes, cross bars)

(c)   Adverse weather conditions

(d)   Courier collection error (see Delivery Information for further information on delivery)

(e)   Unforeseen staff shortages

Due to busy periods it can take up to 5 working days for returns to be processed.

*Please note that the shipment of any items over the length of 120cm can be shipped to UK Mainland only. Please contact us for information on having oversized items shipped outside of UK Mainland.

Terms & Conditions may change over time due to changing aspects of the website, costs, couriers, suppliers, legislation etc. We reserve the right to modify, change, add or remove items listed in our Terms & Conditions at any time in order to ensure our relationship with you, the website user, is able to function smoothly.

We promise to try to supply correct and up to date information in these Terms & Conditions in so far as that is possible. However, neither we, nor any third party, provide any guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. Please acknowledge that information may contain inaccuracies or errors and accept that we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

Set out below are the Terms & Conditions, we ask that you read them carefully before using our website.

1.       Products

1.1   Product Descriptions

Product descriptions are regularly updated to ensure that any information we are aware of that is pertinent to the product in question is displayed clearly. However, the product description content is for your general use and information only; it is subject to change without notice. Also, neither we nor any third party provide any warranty or guarantee as to the accuracy, performance, completeness or suitability of the information provided in the descriptions. If you want to know more details about a product than are in the description, please don’t hesitate to get in touch with us directly.

1.2   Product Availability

We endeavour to ensure that our stock figures are regularly up dated and are correct. However, as we sell our products on our own site, from our premises and via eBay, the stock position may change quicker then we can update our database. If we are unable to supply an item as it is out of stock we will contact you to let you know and discuss options from there. There are three possible options in this situation: we can credit you in reward points or refund you for the out of stock item, we can send other products to the same value as the out of stock item or we can send the items on to you when we receive more stock. If we are unable to contact you we will automatically refund you for the item(s). We are not responsible for any difficulties you may have in fulfilling your orders as a consequence of our stock levels.

1.3   Product Pricing         

1.3.1          Our products are priced competitively to ensure you, our customers, get the best price we can offer. Our prices are in pounds (£) sterling and are exclusive of UK value added tax (‘VAT’) (where applicable) at the appropriate rate. Product prices change occasionally due to price changes from our suppliers and promotional discounts or bulk order discounts can be changed or removed at any time.

1.3.2          Although we attempt to ensure that all prices on the website are correct, errors may occur. If an order has been placed that includes a product with an incorrect price we may have to amend the price which might mean that there will be extra to pay. In this instance we will contact you, the customer, directly & ask whether you would like to pay the additional amount or cancel the order. If the price is less, we will automatically refund the price difference.

2.       Ordering

2.1   Website Orders

2.1.1          Orders placed on the website can either be done as a ‘Guest’ or by registering an account. If you register an account your order history will be visible in the ‘My Account’ section of the site and you will also be able to use this part of the site to initiate returns. If you register an account you can also collect Stretchy Points, which are reward points. You can’t collect any Stretchy Points without registering an account. Please read our Privacy Policy for further details.

2.1.2          When placing an order please ensure you have read these ‘Terms & Conditions’ before agreeing to them as they, along with your order, create a contract of sale between you, the customer, and us, The Prima Group (Carlisle) Limited.

2.1.3          Once your order has been placed on our website you will receive an email to confirm that we have received the order. Once your order has been taken into our warehouse for picking you will receive another email that will inform you that your order is ‘Awaiting Shipment’, you will then receive another email informing you when your item has been ‘Shipped’. Once your items have been shipped we are unable to make any changes to the order.

2.1.4          Your website order will be shipped to the address designated as your ‘Shipping Address’. We are not responsible for items that arrive at the wrong address due to errors in the ‘Shipping Address’, please ensure that your shipping address is correct before confirming your order.

2.2   Telephone Orders     

2.2.1          Telephone orders are placed over the phone at the customers own risk. Our phone operatives will attempt to ensure that the items ordered are correct by reading your order back to you but we cannot guarantee mistakes won’t be made, and are not liable if they do occur. If you are unwilling to take this risk, please place your order via the website.

2.2.2          In order to place a telephone order you will need to provide all relevant information to the phone operative when requested. This information will not be passed on to any third parties as per our Privacy Policy.

2.3   Email Orders

2.3.1          In some circumstances we are able to take orders via email. Any information sent through via email will be treated in line with our Privacy Policy. We will send an invoice over to you for your email order which will require confirmation, in writing, that the order information is correct and payment is received before your order can be dispatched.

2.4   Order Delays

2.4.1          An order may be delayed for the following reasons. We cannot take responsibility for any knock-on effect these delays may have on your own customer demands so please be aware that delays may occur:

(a)    Stock shortage

(b)   Item manufacturing (e.g. postal boxes, cross bars)

(c)    Adverse weather conditions

(d)   Courier collection error (see Delivery Information for further information on delivery)

(e)   Unforeseen staff shortages

2.5   Payment

2.5.1          Payment can be made by one of four options:

(a)    PayPal

(b)   Bank Transfer (please use your ID number as the reference number so we are able to match the payment to the correct order)

(c)    Online Card Payment

(d)   Phone Payment by Card

2.5.2          Payments over the phone can only be made by customers who have previously placed an order through the website & paid via the online card portal. We reserve the right to refuse to accept payment made over the phone by first time customers due to the possiblitity of fraudulent payments.

2.5.3          All prices shown on the website are exclusive of any applicable UK VAT.

2.5.4          Payment must be paid in full, in advance of goods being dispatched. The only occasion where payment is not required in advance of shipment is by prior arrangement with the company directors or if you have a Public Sector account with us.

2.6   International Orders

2.6.1          Currently our international orders are considered on a case by case basis. As it stands, orders being shipped to the EU will be charged VAT unless a valid VAT number is provided. Orders being shipped outside the EU will not be charged VAT, though the customer will be responsible for any taxes or levies upon the items entering the destination country.

2.6.2          We cannot ship electrical goods or breakable items outside of the UK.

3.       Website Use

3.1. Our website contains material which is owned or licensed to use. This material includes but is not limited to; the design, layout, look, appearance, graphics, product photography and product images. Reproduction is prohibited without express permission from The Prima Group (Carlisle) Limited. Permission can be acquired by emailing us on info@canvasandstretcherbars.co.uk .

3.2. Unauthorised use of this website may give rise to claim for damages and/or be a criminal offence.

3.3.  This website may include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s) nor do we have any responsibility for the content of linked website(s).

3.4.  All trademarks reproduced in this website which are not the property of, or licensed to,The Prima Group (Carlisle) Limited are acknowledged.

3.5. Your use of this website, or any of the information featured in this website, is entirely at your own risk, for which we, The Prima Group (Carlisle) Limited, shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

4.       Returns Policy

4.1.  Though we may use software and programmes to create and manage our website, at the heart of our company are a small team that work hard together to fulfil your orders and update the website. As we are all human, mistakes are sometimes made and we use our Returns Policy to ensure that any mistakes made by ourselves, or by you the customer, are resolved quickly, easily and fairly. Equally, if you change your mind about a product or products then we are happy for you to send them back. Procedures for returns are listed in the following Terms & Conditions.

Customers have 28 days to report any damaged or missing items with their order.

All return items must be sent to the following address:

The Prima Group (Carlisle) Limited

Marconi Road

Burgh Road Industrial Estate

Carlisle

Cumbria

CA2 7NA

Contact no.: 01228 712128

Email address: info@canvasandstretcherbars.co.uk

4.2. Changed your mind/No longer needed

4.2.1.        If you change your mind about a purchase, or realise that you no longer need your items, you are entitled to cancel your order. Your right to cancel your order starts the moment you place your order and ends 14 days from the day that you receive your goods. If your goods are sent separately or in batches, you have 14 days from the day you receive the final item or batch of items.

4.2.2.        In order to cancel your order please inform us that you would like to cancel in writing, either by post or in an email, quoting your name, address and order ID number. The postal address and email address are listed above.

4.2.3.        If you have cancelled your order as you have changed your mind, goods must be returned at your expense in the original packaging and be unused and undamaged, we may not be able to offer a full refund for items found to be used or damaged. Until the goods arrive at our premises, you are responsible for them, we will not accept any liability for damage in transit. Once you have notified us of your cancellation the goods should be back with us within 14 days of notification.

4.2.4.        Upon the returned items arriving at our warehouse, they will be examined and as long as your items are unused and undamaged we will refund you for the items in full within 14 days. Any shipping extras will not be refunded, e.g. timed deliveries.

4.3. Wrong item(s) received

4.3.1.        If you have received your order and discover that you have received incorrect item(s) please contact us immediately, preferably in writing via email though if you’d rather call us please feel free to do so.

4.3.2.        If you have been sent an additional item by mistake we will either arrange a collection for the item or ask you to return it us and notify us of the return postage so that we can either credit you the postage cost in reward points or refund you for it, just whichever option is easier for you (we’re aware that it isn’t always possible for someone to be in all day to wait for a courier to collect an item which is why we are happy for you to return the items by a method of your selection, we will always cover the cost of a return when the error has been our own).

4.3.3.        If you have been sent an incorrect item in place of a correct item we would ask the incorrect item to be returned as above and once we have received the incorrect item back, we will then dispatch the correct item. If you would like to discuss this please feel free to contact us directly.

4.4. Item(s) Damaged

4.4.1.        We request that all of our customers inspect their items thoroughly before signing for a shipment. If you are unable to fully inspect your items please ensure that you sign for the goods as ‘Unseen’ and if the goods or packaging appear to be damaged please sign for the items as ‘Damaged’. If the items are not signed for as ‘Unseen’ or ‘Damaged’ we will be unable to claim the damage back from the courier. If an item has been damaged visibly in transport and has not been signed for as instructed above then we will be unable to process your claim for damage.

4.4.2.        If you receive your item and it appears to have been damaged we would ask that you take photographs of the damage and email the pictures to info@canvasandstretcherbars.co.uk. We cannot process a claim of damage without photographic evidence.

4.4.3.        Once we have determined the extent of the damage we will then offer to do one of the following:

(1)    Refund you for the damaged item(s)

(2)    Credit you in reward points for the damaged item(s)

(3)    Send out a replacement item(s) with your next order.

It will be up to you to decide which option you would like to go with. There may be other options available but they will need approved at the discretion of a director.

4.5. Faulty item(s)/Unsatisfactory item(s)

4.5.1.        If you receive your order and discover that your item(s) are faulty please contact us as soon as possible, either by phone or by email, quoting your name and order ID, and inform us what product(s) have a fault and what that fault seems to be. We will then either fix the fault, replace your item on your next order, offer you a partial refund or a full refund depending on the fault in question.

4.5.2.        If the item is electrical we will arrange a collection of the item so that we are able to establish the fault and attempt a repair. If we receive the item and are unable to find a fault you may be charged to have the item re-delivered.

4.5.3.        In the event of a sublimation blank item appearing to be faulty we will ask you to send us photos of the faults or issues, and from there will assess the best course of action which will be either: refund, replacement or credit. We may ask you to send the items back, in which case we will refund or credit you in reward points for the cost of postage.

4.5.4.        If you receive your order and are unhappy with the quality or feel that the product description does not accurately represent the item, please let us know within 14 days and provide a photo to demonstrate the problem. Please refer to point 4.2 for further information on how to cancel your order.  

4.5.5. Once an order has been placed unfortunately customers are no longer able to add to their orders.

5.       Complaints Procedure

We always endeavour to ensure our Customer Service is the best it can be and our products are accurately pictured and described to make your purchasing experience seamless. However, we understand that there may be occasions where you, the customer, do not enjoy your experience and wish to make a complaint. To make your complaint please send an email to info@canvasandstretcherbars.co.uk, quoting your name, address, the order ID your complaint refers to (if relevant) and your complaint and we will ensure it is dealt with as soon as possible by the relevant department.

6.       Accounts & Public Sector Accounts

6.1.  Online Accounts

Please refer to item number 2.1.1 and our Privacy policy for more information on online accounts.

6.2.  Public Sector Accounts

 Public Sector Accounts are designed for schools, colleges and local authorities. You can only apply for a public sector account if you represent a school college or local authority. Orders placed when using a Public Sector Account can be sent out without payment in advance and payment will be due 28 days from order placement. A discount is available for Public Sector Account holders and can be used on all products on our site apart from Ink and Starter Kits.

6.3. Credit is only ever offered as part of a Public Sector Account. No other credit options are available.