DIGITAL SALES TERMS & CONDITIONS

GENERAL

By using the Sydenhams website and placing orders for items, you agree to the terms and conditions outlined here.

The goods featured are supplied by Sydenhams Limited, also referred to as “Sydenhams”, “we”, or “us”.

A digital sale refers to the sale of goods or services through an online platform, such as a website or mobile application. In the context of the Sydenhams Group, a digital sale would refer to an order placed through the Sydenhams website.

A personalised or custom-made item is a product that is specifically tailored or made to the customer's specifications or preferences. These items are typically unique and made to order, and as such, may have different return or cancellation policies compared to standard, off-the-shelf products.

Business Details

Methods of Payment

When you place an order with Sydenhams, you will be presented with a variety of payment options to choose from.

Other Terms & Conditions

If there is a discrepancy between the Digital Sale Terms & Conditions and any other terms and conditions within the Sydenhams Group, the Digital Sale Terms & Conditions will have priority in the case of a digital sale.

We hold the right to update these Terms at any time. Any modifications will be immediately effective upon being published on our website. As a result, we advise you to review the Terms each time you make a purchase with us. 

The content of our website, as well as any Contract resulting from its use, will be governed and interpreted in accordance with English law and will be subject to the exclusive jurisdiction of the English courts.

Order Contract

A contract between Sydenhams and the customer is formed when the ordered goods are dispatched, not when payment is taken, or an order confirmation email is received. 

Sydenhams retains ownership of the goods until full payment is received, even if the goods have been delivered.

Orders may be cancelled by the customer before dispatch, except for personalised or custom-made items. 

Exceptions
Personalised & Custom-Made Items
A contract for personalised or custom-made items is formed when goods go into production. Once in production the order may not be cancelled.

CLICK & COLLECT ORDERS

You will receive a notification when your order is available for pickup.

Please bring a valid form of identification, such as a driver's license or utility bill, along with your order confirmation to the store.

If you fail to collect your order within 14 calendar days of notification, it may be subject to cancellation, and you may be liable for any associated costs.

DELIVERY

Date & Time Estimates

Please be aware that the delivery timeframes we provide are only approximations and we cannot be held accountable if we are unable to fulfil them. If we are unable to deliver your products within 30 days of receiving your payment, we will notify you and offer you the choice to either wait for the products or cancel your order and receive a full refund. 

We strongly recommend that you do not schedule any installation or trade work until you have received and inspected your order. We will not be held liable for any expenses or charges incurred due to non-delivery or unchecked orders. 

Site Access & Safety

Sydenhams are dedicated to ensuring that your order is delivered safely. For most large and bulky orders, we may use a lorry that is heavy, wide, and long, and equipped with a hydraulic crane. The crane may require the use of extending leg supports for operation. Our drivers place a high priority on safety and will perform a safety check upon arrival to ensure that there are no issues with the ground, overhead cables, or public access before proceeding with the delivery. 

If any safety or access issues are identified, the delivery cannot be completed, and the driver's decision is final. In such cases, our team will discuss the available options with you. 

If you are reasonably aware of site access or safety concerns, please discuss them with Sydenhams before dispatch has taken place. 

Redelivery Charge

Where redelivery is necessary, an additional handling fee might be charged. 

If a second delivery is not successful after attempt, we may cancel the order and issue a refund, excluding any delivery charges and other costs incurred. 

Missing or Damaged Items

The risk of loss or damage to the products will pass to you upon delivery. 

We want to make sure that your order is correct, so please inspect it carefully upon receipt and notify us within 48 hours by phone or email if any items are missing or damaged. Prompt notification helps us to quickly investigate and arrange for a redelivery, replacement, or collection as needed. 

PRODUCTS

Price

While the prices on the Sydenhams website are generally similar to those in their physical stores, there may be some differences. Products purchased online may have higher or lower prices than those in stores, and neither the stores nor the website are obligated to match each other's prices. 

The final price you pay for your products is the one displayed on the Sydenhams website when your order is received. 

Sydenhams takes great care to ensure that all product prices are accurate. However, with a large number of products available, there may be instances where some prices are incorrect. In such cases, Sydenhams will verify the prices after receiving your order and will contact you if there is a discrepancy. You will then have the option to either continue with the purchase at the correct price or cancel your order. Sydenhams will not proceed with your order until they receive your decision. If they are unable to reach you using the contact information you provided, they will cancel the order and notify you.

If there is an obvious and unmistakable pricing error on the Sydenhams website that could have reasonably been recognised by the customer, Sydenhams is not obligated to honour the incorrect (lower) price.

The prices of all products on the Sydenhams website include VAT (where applicable), but do not include delivery charges. Delivery charges are quoted on the website and may vary from time to time.

Appearance

Please note that there may be differences between the appearance of products in online images/appearance description and their actual appearance. This does not necessarily mean that the product is defective, and it may not be eligible for a refund based on a defect.

This can be common place with natural materials. 

ORDER CANCELLATIONS & RETURNS

Cancellation

Customers may cancel their orders before the items are dispatched or collected, with the exception of personalised or custom-made items, which have their own set of conditions outlined in the Order Contract section of the Terms & Conditions.

To cancel an order, you must contact Sydenhams either in writing or by phone. Keep in mind that the order is not considered cancelled until Sydenhams confirms the cancellation.

After an order has been cancelled, the payment will be refunded.

Returns

Sydenhams hopes that you will be satisfied with your purchases. However, if you are not, you may return the product with proof of purchase (such as a receipt or order confirmation email) in its original condition and packaging within 1 month of purchase or receipt, whichever is later, for a replacement or refund.

Personalised or custom-made items

Returns are only accepted if the item is faulty, does not match its description, or does not meet specification. If you receive a faulty item, please contact the depot that supplied it to you.

Refund Deductions & Charges

Sydenhams is unable to accept returns of substitute or alternative items.

Additionally, we cannot return these items to you. Please carefully inspect the items you are returning, as we may charge you for their disposal.

If you require the use Sydenhams' vehicles to return merchandise, the cost to Sydenhams may be subtracted from the amount refunded to you.

Please be aware that delivery charges are non-refundable.