Store policies

Who is selling to you

WhitefriarsGlass.uk is operated by Mark Worley, trading as WhitefriarsGlass.uk.

Email: admin@whitefriarsglass.uk

Our current business postal address and returns address are shown in the Store trader details and in the information supplied with your order.

Scope

This policy applies to goods bought through the WhitefriarsGlass.uk Store. The Store is intended for customers aged 18 or over and currently uses guest checkout. Buying from the Store does not create a WhitefriarsGlass.uk member account.

Vintage, antique and pre-owned goods

Most items offered through the Store are vintage, antique, collectable or pre-owned. Their age, previous use and method of manufacture may result in wear, variation or characteristics that would not normally be expected in a newly manufactured item.

We describe each item as accurately as reasonably possible and disclose material condition issues known to us. Photographs form part of the description.

Where attribution, maker, date, colour, pattern number or similar information represents an opinion rather than an established fact, the listing will make that clear where appropriate.

The age, price, description and disclosed condition of an item may be relevant when assessing its quality, but being vintage, collectable or pre-owned does not remove your statutory consumer rights. Goods must still conform to the contract and be as described.

Prices and charges

Prices are stated in pounds sterling.

The Store will provide clear information about the total price and any mandatory delivery charge before you commit to purchase. Where a delivery charge can reasonably be calculated at the point a price is displayed, it will be included in or displayed with the total price as required by law.

Where the delivery charge cannot reasonably be calculated until information such as the delivery postcode or eligible service is known, the applicable charging basis will be made clear and the complete amount payable will be shown as soon as it can reasonably be calculated and before payment is made.

Optional enhanced delivery services, where offered, will be identified separately.

No optional charge will be added without your agreement.

Payment

Online payments are processed by Stripe.

WhitefriarsGlass.uk receives the information needed to identify and administer the payment, order, refund or dispute, but does not need to store your full payment-card details.

Placing an order

Before placing an order you will have an opportunity to review the order and correct relevant information.

The final checkout action will make clear that placing the order involves an obligation to pay.

Submitting an order is an offer to purchase the goods. An automated checkout acknowledgement or payment-processing message does not by itself mean that we have accepted the order.

A contract is formed when WhitefriarsGlass.uk sends confirmation that the order has been accepted.

We will provide confirmation of the contract and the relevant order information in a form that you can retain.

Availability and errors

Many Store items are unique and only one example is available.

We take reasonable steps to prevent an item being sold twice. If an item has already been sold, payment cannot be confirmed, delivery is unavailable to the supplied address, or a material and obvious listing or pricing error is discovered before the order is accepted, we may decline the order.

If money has already been taken for an order that we do not accept, it will be refunded promptly.

Nothing in this section permits WhitefriarsGlass.uk to avoid an existing contract merely because a sale later becomes inconvenient.

Delivery

Orders are currently delivered only to eligible mainland Great Britain addresses.

Available delivery services, charges and estimated delivery times are governed by the Delivery Policy and the options displayed for the particular order.

Cancellation, returns and faulty goods

Consumers purchasing online normally have statutory cancellation rights in addition to their rights where goods are faulty, damaged, misdescribed or otherwise fail to conform to the contract.

The Cancellation Policy and Returns Policy explain how these rights operate.

Nothing in this policy excludes, restricts or replaces any consumer right that cannot lawfully be excluded or restricted.

Contact and complaints

Questions or complaints about an order should be sent to admin@whitefriarsglass.uk, quoting the order reference where available.

We will consider complaints fairly and provide the information about further dispute-resolution options that the law requires where applicable.

Delivery area

WhitefriarsGlass.uk currently delivers only to eligible mainland Great Britain addresses.

We do not currently offer Store delivery to Northern Ireland, the Isle of Man, the Channel Islands or other destinations outside the configured mainland Great Britain delivery area.

The checkout will confirm whether a delivery address is eligible before payment is completed.

Collection is not currently offered.

Delivery services

Depending on the packed size, weight, value and destination of an item, available delivery services may include Royal Mail, Evri and InPost.

Only services that are available for the particular order will be offered.

Delivery charges

The applicable delivery charge will be made clear in accordance with the Store Sales Policy.

Where delivery is mandatory and a charge can reasonably be calculated, it will be included in or displayed with the total price as required by law.

Where the charge depends on information that is not yet known, such as the destination or eligible service, the charging basis will be made clear and the complete amount payable will be shown as soon as it can reasonably be calculated and before payment.

Once an order has been accepted, later changes to our delivery rates will not change the delivery charge agreed for that order.

Delivery information

You must provide a complete and accurate delivery address and any contact information reasonably required to fulfil the delivery.

Relevant delivery information may be supplied to the carrier responsible for your order.

Please check the delivery address carefully before placing the order. If you discover an error after ordering, contact admin@whitefriarsglass.uk as soon as possible.

We will make reasonable efforts to correct an address before dispatch, but it may not be possible to alter or intercept a parcel after it has been handed to the carrier.

Dispatch and delivery times

Any dispatch period and available delivery estimate will be shown with the relevant listing, delivery option or order information.

Carrier delivery estimates are estimates unless a service is expressly described as guaranteed.

Unless a different delivery period has been expressly agreed, goods will be delivered without undue delay and no later than 30 days after the contract is made, as required by consumer law.

If delivery is materially delayed, we will provide the rights and remedies required by applicable consumer law.

Packaging

Vintage and collectable glass can be fragile. Items will be packaged with reasonable care appropriate to their nature.

Tracking information will be provided where the selected delivery service supplies tracking.

Loss or damage in transit

Goods normally remain at our risk until they come into the physical possession of you or a person you have identified to receive them.

An exception may apply where you independently appoint a carrier that we did not offer as a delivery option.

If a parcel is lost, arrives damaged or contains the wrong goods, please contact admin@whitefriarsglass.uk.

We may ask for photographs of the item, packaging or parcel where they would reasonably assist us in investigating transit damage. Asking you to report a problem promptly or provide useful evidence does not remove or shorten your statutory rights.

Where goods are damaged in transit, faulty, misdescribed or otherwise fail to conform to the contract, we will meet our obligations under consumer law, including reasonable return costs where applicable.

Contact

Delivery enquiries should be sent to admin@whitefriarsglass.uk with the order reference where available.

Your statutory rights

This policy applies in addition to your statutory consumer rights. It does not replace or restrict them.

There are different legal rights for:

1. changing your mind about an eligible distance purchase; and
2. goods that are faulty, damaged, misdescribed or otherwise do not conform to the contract.

Change-of-mind returns for online purchases

Where the statutory distance-selling cancellation right applies, you may cancel without giving a reason.

For a normal order for goods, the cancellation period ends 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.

Where a single order contains multiple goods delivered separately, the applicable period normally runs from receipt of the last relevant item.

You must tell us that you wish to cancel before the cancellation period expires.

You may do this by emailing admin@whitefriarsglass.uk, by sending another clear statement of cancellation, or by using the model cancellation form provided on the Store policies page.

You do not have to use the model form.

Returning cancelled goods

After notifying us that you are cancelling, you must send the goods back without undue delay and no later than 14 days after telling us of the cancellation.

The current returns address is shown in the Store trader details and in your order information.

For a change-of-mind return, you are responsible for the direct cost of returning the goods unless we expressly agree otherwise.

Because many items are fragile glass, we strongly recommend packing returned goods carefully and using a delivery method appropriate to the value and fragility of the item. A recommendation to use tracking or insurance does not remove your statutory cancellation rights.

Handling and reduction in value

You may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly as you could in a shop.

Where permitted by law, we may make an appropriate deduction from a refund if the value of the goods has been reduced by handling beyond what was reasonably necessary for that purpose.

Refunds following cancellation

Where the statutory cancellation right applies, we will refund:

the price paid for the returned goods; and

the cost of the least expensive standard outbound delivery option offered for the order, where required by law.

If you chose a more expensive delivery service than the least expensive standard option, the additional delivery cost does not have to be refunded.

Refunds will normally be made using the same payment method used for the original transaction unless another method is expressly agreed.

We will make the refund without undue delay and within the period required by law.

For returned goods, we may withhold the refund until we have received the goods back or you have supplied evidence that you have sent them back, whichever occurs first, where the law permits us to do so.

Faulty, damaged or misdescribed goods

Your rights where goods are faulty, damaged, not as described, not of satisfactory quality or otherwise fail to conform to the contract are separate from the change-of-mind cancellation right.

Consumer law may provide a short-term right to reject qualifying non-conforming goods and, depending on the circumstances, rights to repair or replacement, a price reduction or a final right to reject.

For a unique vintage or collectable item, an identical replacement may not exist. Where replacement is impossible or inappropriate, we will provide the remedy required by law in the circumstances.

If you believe an item is faulty, has been damaged in transit or materially differs from its description, contact admin@whitefriarsglass.uk with the order reference and details of the problem.

Where the law requires us to bear the reasonable cost of returning non-conforming goods, we will do so.

Vintage and pre-owned condition

Age-related characteristics or condition issues that were accurately and prominently disclosed before purchase form part of the description of the goods.

This does not allow an undisclosed fault to be treated as normal wear and does not remove your statutory rights.

Proof of purchase

We may ask for reasonable evidence that the item was purchased from WhitefriarsGlass.uk, such as the order reference, order confirmation or relevant payment information.

Exceptions to cancellation

A statutory exception to the distance-selling cancellation right will be relied upon only where it genuinely applies and where any required information about the exception was provided before purchase.

Ordinary vintage, antique, collectable or pre-owned glass is not excluded from cancellation rights merely because it is old, collectable or previously owned.

Contact

Returns enquiries should be sent to admin@whitefriarsglass.uk.

Right to cancel an eligible distance purchase

Where the statutory right to cancel applies, you may cancel an online purchase without giving any reason.

You may exercise the right from the time the contract is concluded. For a normal contract for goods, the cancellation period expires 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.

Where a single order contains multiple goods that are delivered separately, the applicable cancellation period normally runs from receipt of the last relevant item.

How to cancel

To exercise the right to cancel, you must tell WhitefriarsGlass.uk clearly that you have decided to cancel before the cancellation period expires.

You may contact:

WhitefriarsGlass.uk
Mark Worley, trading as WhitefriarsGlass.uk
Email: admin@whitefriarsglass.uk

Our current postal address is shown in the Store trader details and in your order information.

You may cancel by email, letter or any other clear statement communicating your decision.

A model cancellation form is available from the Store policies page. You may use it, but you are not required to do so.

Cancelling before dispatch

If you cancel before an order has been dispatched, please contact us as quickly as possible so that we can stop fulfilment where possible.

Your statutory cancellation rights do not depend on whether we are able to stop a parcel that has already entered the delivery network.

Returning goods after cancellation

After cancelling, you must return the goods without undue delay and no later than 14 days after telling us that you are cancelling.

For a change-of-mind cancellation, you normally bear the direct cost of returning the goods.

The Returns Policy contains further information about packing, handling, return costs, refund calculations and faulty goods.

Refund following cancellation

Where the statutory cancellation right applies, we will refund the price paid and the cost of the least expensive standard outbound delivery service offered for the order, where required by law.

We do not have to refund the additional cost of a more expensive delivery service chosen by you over the least expensive standard option.

We may make a lawful deduction for diminished value caused by handling beyond what was necessary to establish the nature, characteristics and functioning of the goods.

The refund will be made without undue delay and within the period required by law. For returned goods, we may withhold reimbursement until the goods have been received back or you provide evidence that they have been sent back, whichever occurs first, where permitted by law.

Faulty or misdescribed goods

Cancellation because you have changed your mind is separate from your statutory remedies where goods are faulty, damaged, misdescribed or otherwise fail to conform to the contract.

Nothing in this policy restricts those rights.

Model cancellation form

If you wish to cancel an eligible contract, you may copy and send the following information to WhitefriarsGlass.uk. Use of this form is optional.

To: Mark Worley, trading as WhitefriarsGlass.uk
Email: admin@whitefriarsglass.uk
Postal address: the current business address shown in the Store trader details and your order information

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Description of goods:

Order number:

Ordered on:

Received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s), only if this form is sent on paper:

Date:

Who controls your personal information

For the Store processing described in this notice, the data controller is Mark Worley, trading as WhitefriarsGlass.uk.

Email: admin@whitefriarsglass.uk

The current business postal address is shown in the Store trader details.

This notice applies to personal information used in connection with the WhitefriarsGlass.uk Store. Other parts of WhitefriarsGlass.uk, including member accounts and contributor functions, may also be covered by the site's wider privacy information.

Information we collect

Depending on how you use the Store, we may collect and use:

your name;

your email address;

your delivery and billing address;

your telephone number where required for fulfilment;

details of items ordered;

delivery and tracking information;

order, cancellation, return and refund information;

limited Stripe payment identifiers, payment status and transaction information;

correspondence and customer-service information;

IP address and proportionate technical, security and fraud-prevention information;

records required to establish what terms and policies applied to an order; and

information needed to establish, exercise or defend legal claims.

We do not need to store your full payment-card details.

Where information comes from

Most personal information is supplied directly by you.

We may also receive relevant transaction or status information from service providers involved in fulfilling your order, including Stripe and the delivery provider.

Why we use your information

Order processing and fulfilment

We use your contact, order, payment-status and delivery information where necessary to take steps at your request before entering into a contract and to perform the sales contract. This includes taking payment, confirming an order, delivering goods, sending transactional messages and handling cancellations, returns and refunds.

Legal obligations

We use and retain information where necessary to comply with legal obligations, including applicable accounting, tax, consumer-protection and record-keeping requirements.

Security, fraud prevention and legal claims

We use proportionate technical, transaction and security information where necessary for our legitimate interests in protecting the Store, preventing and investigating fraud or misuse, maintaining appropriate transaction evidence and establishing, exercising or defending legal claims.

Where we rely on legitimate interests, we consider the necessity of the processing and its effect on the rights and interests of the people concerned.

Customer service

We use correspondence and order information to answer enquiries and resolve problems. Depending on the circumstances, this processing is necessary for the contract or for our legitimate interests in providing customer service and maintaining appropriate records.

Marketing

WhitefriarsGlass.uk does not currently subscribe Store customers to promotional marketing simply because they make a purchase.

If an optional marketing service is introduced, the applicable privacy and electronic-marketing rules will be followed. Where consent is relied upon, it will be a separate positive choice and may be withdrawn at any time.

Analytics and tracking

WhitefriarsGlass.uk does not currently use non-essential advertising or behavioural tracking as part of Store checkout.

If additional analytics, advertising or tracking technologies are introduced, the relevant privacy and cookie information and controls will be updated before they are used where required.

Information required to place an order

Certain information, including appropriate contact and delivery details, is necessary for us to enter into and perform a sales contract.

You are not legally required to buy from us, but if information necessary to process, deliver or administer an order is not provided, we may be unable to accept or fulfil the order.

Who we share information with

We share personal information only where reasonably necessary.

Recipients may include:

Stripe, for payment processing, refunds, disputes and related payment services;

the delivery provider selected for an order, which may include Royal Mail, Evri or InPost;

Microsoft, for transactional email and related communications infrastructure;

GoDaddy and other infrastructure providers used to host and operate WhitefriarsGlass.uk;

professional advisers, insurers and service providers where reasonably necessary; and

courts, regulators, law-enforcement bodies or other parties where disclosure is required or otherwise lawful.

We do not sell customer personal information.

International processing

Some service providers may process personal information outside the United Kingdom.

Where UK data-protection law requires safeguards for an international transfer, we use or rely on an applicable lawful transfer mechanism, such as UK adequacy regulations or appropriate contractual safeguards.

You may contact admin@whitefriarsglass.uk for further information about safeguards relevant to your information.

Retention

We keep personal information only for as long as it is reasonably required for the purpose for which it was collected and for relevant legal, accounting, fraud-prevention, dispute and evidential requirements.

Our normal Store retention periods are:

completed order, payment, invoice and refund records: up to 6 years where required or reasonably necessary for accounting, tax, contractual and legal-claims purposes;

failed or abandoned checkout personal information that is not required for another purpose: normally 30 days;

ordinary Store customer-service correspondence: normally 2 years after the matter is resolved;

routine security and technical logs: normally up to 12 months, unless a longer period is required to investigate an incident or protect legal rights.

Some information may be retained for longer where a legal obligation, dispute, fraud investigation, security incident or legal claim requires it.

Backup copies may persist for a limited technical rotation period after information is deleted from active systems.

Cookies and similar technologies

The Store may use cookies or similar storage that is necessary to provide requested functionality, maintain secure sessions, protect the service and operate checkout.

Any other technology will be used only in accordance with the applicable privacy and electronic-communications rules.

Your rights

Depending on the circumstances and the lawful basis being used, data-protection law may give you rights including:

access to your personal information;

correction of inaccurate information;

erasure in appropriate circumstances;

restriction of processing;

data portability where applicable;

objection to processing based on legitimate interests; and

the right to withdraw consent where processing relies on consent.

Withdrawal of consent does not affect processing that was lawful before consent was withdrawn.

The right to object is particularly important where personal information is used for direct marketing. If direct marketing is introduced and you object to it, that objection will be honoured.

Requests may be sent to admin@whitefriarsglass.uk. We may ask for reasonable evidence of identity where necessary.

Automated decision-making

WhitefriarsGlass.uk does not itself use Store customer information to make solely automated decisions that produce legal or similarly significant effects.

Payment providers may use automated fraud and security systems when processing payments. Their processing is governed by their own privacy information and applicable law.

Data-protection complaints

If you believe WhitefriarsGlass.uk has not handled your personal information in accordance with data-protection law, you may make a complaint to us at admin@whitefriarsglass.uk.

We will provide a way for you to raise a data-protection complaint, acknowledge the complaint within 30 days, investigate it appropriately and communicate the outcome without undue delay.

We will keep you appropriately informed where an investigation takes longer than expected.

You also have the right to complain to the Information Commissioner's Office.

Information Commissioner
ico.org.uk

You do not have to exhaust our complaints procedure before exercising any right to contact the ICO where the law permits you to do so.

Children

Store purchasing is intended for people aged 18 or over. We do not intentionally invite children to purchase goods through the Store.

Changes to this notice

This notice is versioned.

We will review it when our processing, service providers or legal obligations materially change. Where required, new processing will not begin until appropriate privacy information or consent arrangements are in place.

1. About these terms

These terms govern purchases from the WhitefriarsGlass.uk Store and relevant use of the Store.

The Store Sales Policy, Delivery Policy, Returns Policy, Cancellation Policy and Store Privacy Notice should be read with these terms.

WhitefriarsGlass.uk is operated by Mark Worley, trading as WhitefriarsGlass.uk.

Email: admin@whitefriarsglass.uk

Our current business postal address is shown in the Store trader details.

2. Store customers and checkout

The Store is intended for customers aged 18 or over.

Checkout is currently guest checkout. Making a Store purchase does not automatically create a WhitefriarsGlass.uk member account.

The Store is principally intended for consumer purchases. Different legal rules may apply where somebody purchases wholly or mainly for purposes connected with their trade, business, craft or profession.

3. Listings and collectable goods

Most Store goods are vintage, antique, collectable or pre-owned.

Listings will describe goods with reasonable care and disclose material condition issues known to us. Photographs form part of the description.

Measurements, colour names, maker identification, pattern identification, attribution and dating may sometimes involve judgement. Where a statement is an attribution or opinion rather than an established fact, this will be made clear where appropriate.

Nothing in these terms permits misleading descriptions or removes statutory rights relating to goods that are faulty, not as described or otherwise fail to conform to the contract.

4. Prices and payment

Prices are stated in pounds sterling.

The total price and mandatory charges will be presented in accordance with applicable consumer law and the Store Sales Policy.

Where a mandatory delivery amount cannot reasonably be calculated before relevant destination or service information is known, the charging basis will be made clear and the complete amount payable will be shown as soon as it can reasonably be calculated and before payment.

Payment is processed through Stripe.

Before payment you will have an opportunity to review the relevant order information and correct errors.

The final checkout action will make clear that placing the order involves an obligation to pay.

5. Orders and contract formation

Submitting an order is an offer to buy.

An automated checkout or payment acknowledgement does not itself mean that the order has been accepted.

A contract is formed when WhitefriarsGlass.uk sends confirmation accepting the order.

Because many items are unique, an order may be declined before acceptance if the item has already sold, payment cannot be confirmed, delivery is unavailable to the address supplied or a material and obvious listing or pricing error is identified.

If payment has already been taken for an order that is not accepted, it will be refunded promptly.

6. Delivery

Store delivery is currently limited to eligible mainland Great Britain addresses.

Available services may include Royal Mail, Evri and InPost depending on the particular parcel and destination.

Delivery availability, charges, risk, delays, loss and transit damage are governed by the Delivery Policy.

7. Cancellation, returns and refunds

Eligible distance purchases normally carry a statutory right to cancel without giving a reason.

The Cancellation Policy explains the cancellation period and how to notify us.

The Returns Policy explains return arrangements, change-of-mind refunds and the separate statutory remedies that apply where goods are faulty, damaged, misdescribed or otherwise fail to conform to the contract.

Nothing in these terms excludes or restricts any consumer right that cannot lawfully be excluded or restricted.

8. Website use

You must not deliberately misuse the Store or wider WhitefriarsGlass.uk website.

In particular, you must not attempt unauthorised access, interfere with the security or availability of the service, submit fraudulent transactions, introduce malicious material or use the service unlawfully.

9. Intellectual property

WhitefriarsGlass.uk's original editorial material, software, site design and branding are protected by applicable intellectual-property rights.

Copyright and other rights in third-party catalogue material, photographs and other reference material remain with their respective rights holders where applicable.

Uploading material to WhitefriarsGlass.uk does not by itself transfer copyright ownership to WhitefriarsGlass.uk. User-contributed media is governed by the applicable Contributor Media Licence and the terms presented when material is submitted.

10. Availability and changes to the Store

We may maintain, suspend or change Store functionality where reasonably necessary.

The Store may be placed into test, browse-only or unavailable modes.

A change to Store availability does not remove obligations relating to orders that have already been accepted, refunds that are due, consumer rights or records that must lawfully be retained.

11. Liability

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or liability arising from consumer rights that cannot lawfully be excluded.

We are responsible for loss or damage that is a foreseeable result of our breach of these terms or failure to use reasonable care and skill where the law imposes that responsibility.

We are not responsible for losses that were not reasonably foreseeable when the contract was made, subject always to rights and liabilities that cannot lawfully be excluded.

Where you are purchasing as a consumer, we do not exclude liability merely because an item is vintage, second-hand or collectable.

12. Privacy

Personal information is handled in accordance with the Store Privacy Notice and, where relevant, the wider WhitefriarsGlass.uk privacy information.

Payment-card processing is provided by Stripe.

13. Complaints and dispute resolution

If you have a complaint about a Store purchase, contact admin@whitefriarsglass.uk and provide the order reference where available.

We will consider the complaint fairly and provide a reasoned response.

If a complaint cannot be resolved, we will provide information about any alternative dispute-resolution or other complaint-resolution arrangement that we are legally or contractually required to tell you about.

Nothing in this process prevents you from exercising statutory rights or bringing proceedings in a court where you are entitled to do so.

Data-protection complaints are handled in accordance with the Store Privacy Notice.

14. Applicable law and courts

Nothing in these terms deprives a UK consumer of mandatory protections available under the law that applies to them.

Any choice of law or jurisdiction is subject to those mandatory consumer protections and to any right a consumer has to bring proceedings in a court available to them under applicable law.

15. Contact

WhitefriarsGlass.uk
Mark Worley, trading as WhitefriarsGlass.uk
Email: admin@whitefriarsglass.uk

The current business postal address is shown in the Store trader details and order documentation.