Terms and Conditions

Version 5 (14.8.2021)

1. Legal entity
2. Accuracy of content
3. Order process
4. Confirmation of Artwork
5. Delivery
6. Undeliverable items
7. International delivery
8. VAT
9. Payment
10. Cancellation and refunds
11. Damaged Goods
12. Liability
13. Intellectual property
14. Complaints
15. Right to vary terms and conditions

1. Legal Entity

1.1 Susan Rose China is the trading name of Susan Rose China Ltd. The registered address is 3 Newtown Square, 248 Uttoxeter Road, Longton. Staffordshire. ST3 5QL. Company Number is 11295751. VAT number 126139429. Our correspondence address is The Mill, Preston Capes Road, Newnham. Northamptonshire. NN11 3EZ.

2. Accuracy of content

2.1 Every care has been taken in the preparation of the content of this website, in particular to ensure that the details, descriptions and prices quoted are correct at the time of publishing. All prices are displayed including VAT and are exclusive of delivery charges unless otherwise stated.

2.2 The total cost of your order is the price of the products ordered and delivery charges as set out in the delivery options section of this website.

3. Order Process

3.1 All orders placed on this website will be subject to acceptance in accordance with these terms and conditions.

3.2 The confirmation stage sets out the final details of your order. Following this, we will send you an order acknowledgement email detailing the products you have ordered.

3.3 For all china we will send you a proof of the artwork after discussion of your requirements.

3.4 Prices displayed on the website for Bespoke and Personalised china are for guidance. We will confirm the price once the artwork has been agreed. If you decide not to proceed we will refund the full cost if payment has already been taken via the website including any postage fees taken as part of the order process.

3.5 Acceptance of your order and completion of the contract between you and Susan Rose China takes place when you have confirmed your acceptance of the artwork and asked us to proceed with the order. Acceptance of the artwork also confirms you accept our terms and conditions.

3.6 Acceptance of your order and completion of the contract between you and Susan Rose China for all products takes place on dispatch of the china.

3.7 If we are unable to fulfil your order following the acknowledgement email we will contact you by email or telephone advising you of this.

3.8 We may not accept your order if we have identified a product or pricing error or if we are unable to obtain authorisation for your payment.

3.9 We will not proceed with production of the china where we haven’t received confirmation of approval of artwork. We will make every effort to contact you but cannot be held responsible for missing any delivery deadlines, which result from a failure to confirm.
4. Confirmation of artwork

4.1 2 sets of minor changes will be made free of charge. Additional corrections can be made but may be charged.

4.2 When the artwork is approved, the customer accepts all responsibility for the wording, spelling, punctuation, layout, sizing of the artwork, font sizes regardless of the copy and instructions provided. If for any reason some of the proof is unclear it is the customer’s responsibility to seek clarification prior to giving approval.

4.3 We strongly recommend printing the proof. If the size is greater than A4 we suggest using poster printing within adobe reader to print across more than 1 sheet of A4 paper.

4.4 The colours on the artwork proof are a representation of the final colour on the finished piece of china. It isn’t possible to create an image on the screen or in print to replicate the exact finished colour on the china due to the use of ceramic toner and variation in the firing process. If an exact colour match is required please ask us to test fire the china for colour match for which we reserve the right to make a small charge to cover the costs involved.

5. Delivery

5.1 Our standard delivery time is approximately 2 weeks from artwork confirmation. Where postage has been included in the cost of the china the china will be sent by Royal Mail 48hr business parcel post with delivery confirmation. This is a tracked service. If the delivery time is shortened due to customer requirements we will discuss the postage requirements and alter the cost of the postage accordingly. This may mean an additional postage charge on postage included items to upgrade the delivery method.

5.2 Risk of loss and damage of products passes to you on delivery of the china.

5.3 The order process allows you to choose the method and speed of delivery. In general we use Royal Mail for most deliveries on mainland UK except when it is more economical to send the goods via carrier. We reserve the right to choose the means and carrier we use to deliver your order.

6. Undeliverable items

6.1 Undelivered items will be held at your local sorting office by Royal Mail if you were unavailable to take delivery whether signed for or not. If uncollected the item will be returned to us. We will contact you to let you know it has been returned and reserve the right to charge you a further shipping charge if you would like the item redelivered.

6.2 Royal Mail may take up to 3 weeks to return the undelivered item. We will not resend or replace the item until 3 weeks has elapsed.

7. International Delivery

7.1 International deliveries are sent via carrier.

7.2 The cost of international delivery is calculated prior to dispatch of the order and added to your invoice for settlement prior to dispatch

7.3 Items may be subject to import duties and taxes, which are levied when the delivery reaches the specified destination. The customer is responsible for payment of these charges.

7.4 We will send you the tracking information for your delivery by email once the item is dispatched.

8. VAT

8.1 Prices include VAT at 20%

8.2 VAT will be charged for all UK and EU orders

8.3 VAT will be zero rated for all non-EU orders and for EU orders where the customer is VAT registered (where the customers meets the requirements as laid out in HMRC guidance).

9. Payment

9.1 Payment is taken after approval of the artwork and prior to despatch for all orders ( except orders taken via the website )

9.2 Payment is taken during the order process for all orders taken via the website

9.3 Payment can be made via credit or debit card. We also accept payment via BACS, sagepay and paypal.

9.4 Title in the products will pass to you on delivery and on receipt of full payment.

9.5 We make every effort to ensure the price displayed on the website is correct. However if an error is discovered in the price of goods we will inform you as soon as possible. You will be given the chance to re-order at the correct price or receive a full refund. If the china is bespoke or personalised and the china has been produced we will honour the agreed price as quoted

10. Cancellation and Refunds

10.1 Under the distance selling regulations you have the legal right to cancel your order within 7 days of receiving the goods with the exception of personalised and bespoke items.

10.2 For non-personalised items we will issue a full refund if the item is returned within 7 days unused, undamaged and in the original packaging. Please notify us by email within 7 days of your intention to return the item. Delivery charges are non refundable. The customer is responsible for any charges for delivering the item back to us. Please return the items to Susan Rose China, The Mill, Preston Capes Rd, Newnham, Northamptonshire. NN11 3EZ.

10.3 Any refunds will be issued by the same method payment as was received except for a personal cheque where the refund will be by BACS transfer.

11. Damaged or ‘not as specified‘ Goods

11.1 It is your responsibility to inspect the goods on delivery and notify us within 14 days of any damage or failure to meet your specification. If you fail to inform us within 14 days you will be deemed to have accepted the goods.

11.2 If the goods are found to be defective or do not conform to the specification as ordered please notify us by telephone or email.

11.3 If the china was produced to the specification agreed previously during the order process there will be no refund unless the item is damaged.

11.4 After discussion we may ask you to return the item to us or we may agree to replace it without the need to return the item to us.

11.5 If returned to us we will examine the returned goods and notify you within 7 days of our decision.

11.6 If the goods are found to be defective or not as specified we will offer to redo the order at our cost or refund the full cost of the order including the original and costs of return postage ( we will only pay for the costs of the return postage if we have previously agreed the method of return).

11.7 We will not replace china for breakages after 3 months from the date of the invoice.

12. Liability

12.1 Susan Rose China are not liable for any defect arising from fair wear and tear, wilful damage or misuse of goods supplied.

12.2 Except in respect of death or personal injury caused by the Company’s negligence, the Company shall not be liable to you by reason of any representation, or any implied warranty, condition or other term, or any duty at law, or under the express terms of the contract, for loss of profits, business or anticipated savings or for any consequential loss or damage, costs, expenses or other claims for consequential compensation whatsoever (and whether caused by the negligence of the Company, its employees or agents or otherwise) which arise out of or in connection with the supply of or failure to supply the goods or their use or resale by you, except as expressly provided in these conditions.

12.3 Subject as expressly provided in these conditions and except where goods are sold to a person dealing as a consumer (within the meaning of the Unfair Contract Terms Act 1977), all warranties, conditions or other terms implied by statute or common law are excluded to the fullest extent permitted by law.

12.4 Where the goods are sold under a consumer sale (as defined by the Consumer Transactions (Restrictions on Statements) Order 1976) your statutory rights are not affected by these conditions.

12.5 Save for liability for death or personal injury resulting from the negligence of the Company the Company’s aggregate liability under any one claim or under the total of all claims arising from any one act or default of the Company however such claim or claims arise (be it by negligence, breach of contract, misrepresentation (other than fraudulent misrepresentation) or otherwise) shall in no circumstances exceed the contract value of the goods the subject of the claim.

13. Intellectual Property

13.1 All IP rights and all other materials contained on this website remain the property of Susan Rose China.

13.2 Intellectual Property Rights means patents, database rights, copyright, design rights (whether registered or unregistered), Trade Marks (whether registered or unregistered), and any other rights, together with the right to apply for the protection of any such rights.

13.3 All web site design, text, graphics, their selection and arrangement are copyrighted to Susan Rose China.

14. Complaints

We are committed to providing a high quality personalised service to you. We value your views and any feedback you would like to give us. Please send any comments to sales@susanrosechina.co.uk

15. Our right to vary these terms and conditions

We have the right to revise and amend these terms and conditions from time to time to reflect changes in market conditions affecting our business. We may also need to make changes according to changes in technology, payment methods, changes in relevant laws and in our system’s capabilities.