None of our terms below affect your statutory rights.

CANCELLATIONS, RETURNS or COMPLAINTS 
You may cancel your order for any reason up to 7 working days from the day after you receive the goods (cooling off period). To do this please contact us first specifying the order number of the goods you wish to cancel. If you do this we may ask you to pay the cost of safely returning the goods to us but, apart from this, the whole of your money will be returned within 30 days of cancellation. The right to cancel your order does not apply where goods have been made to your own specification or clearly personalised in some way.

If goods are delivered faulty or damaged please contact us within 7 working days. If we are unable to resolve the problem, we will arrange return of the goods. A full refund will be given upon receipt of the item(s) including any carriage costs. This does not affect your statutory rights as a consumer.

For all complaints, mistakes and any suggestions for improvement to our service please contact us. We treat all complaints confidentially and will respond to an email within one working day. We have strict internal procedures for dealing with complaints or mistakes and endeavour to resolve them within 5 working days. You will be kept informed throughout the process and your complaint will be treated fairly and with respect. 

DELIVERY
UK MAINLAND (excluding Scottish Highlands) - Free delivery offers advertised on our site will be confirmed during checkout and may vary from time to time. Where delivery is chargeable there will be a £4.95 carriage charge which will be confirmed on screen before your order is processed. We aim to offer weekday overnight delivery on orders placed before 12:00 noon, but please allow 3 working days. If immediate delivery is not available on a particular item you will be informed, and with your agreement, an alternative time for delivery will be arranged. 

For most UK mainland dispatches, we use a Lifestyle Home Delivery service using local couriers. If you are not available to receive delivery at the first attempt, the courier will leave a card with their mobile phone number, enabling you to make personal contact with the courier to arrange redelivery at your convenience. The service also offers an extended home delivery window between 7:30AM and 9:00PM, or for business deliveries, working hours as appropriate.

Where premium delivery services are requested at extra cost, it is the customer’s responsibility to be available to receive the parcel as agreed or redelivery charges will apply.

UK OFFSHORE (including Scottish Highlands, IOM and Northern Ireland) – Free delivery offers advertised on our site will be confirmed during checkout and may vary from time to time. Where delivery is chargeable there will be a £6.95 carriage charge. Delivery to Scottish Highlands, Isle of Man, Northern Ireland and Scottish Isles can take up to 3 working days from dispatch. 

OVERSEAS (including Channel Isles) - Orders from overseas are welcome and the cost to most European destinations will be confirmed on screen as you place your order. Where an on screen price is not possible for worldwide destinations or the consignment is exceptionally heavy or long, delivery charges will be advised by email for your approval before an order is processed.

SECURITY
Our online store uses secure socket layer encryption (SSL) via a separate secure server. This ensures that your transactions with us are protected and no third party can access your personal details.

Cookies (small text files stored by your browser on your PC's hard drive) enable our store to remember your name, billing address, shipping address, phone number, email address (but not credit or debit card information) so that you don't have to re-enter it each time you use the store. The system also uses cookies to remember what is in the shopping basket from page to page, so it is necessary to have cookies enabled in your browser. (Most browsers do this automatically) 

PRIVACY
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for two reasons: firstly, to process your order and second, to provide you with the best possible service. We do NOT pass your information to any third parties. The type of information we will collect about you includes: your name, billing address, shipping address, phone number, email address and credit/debit card details. We will never collect sensitive information about you without your explicit consent. The personal information which we hold will be held securely in accordance with our internal security policy and the law.

We will not email you in the future unless you give your consent. If, after having given consent, you wish to stop receiving any information about us and our services please email us. You can also check the information we hold by emailing us. If you find any inaccuracies we will delete or correct it promptly.

If you have any questions/comments about privacy you should email the person responsible for privacy matters using the following link:

PRICE COMPARISONS
Any prices used as a basis for comparison (crossed out or was/now prices) are comparisons with our most recent price on products available for 28 consecutive days or more on this website.

PAYMENT
We can accept payment by most of the major credit/debit cards which are securely processed online using our Protx Payment Gateway, we also accept PayPal. Cheques are accepted subject to clearance and should be made payable to Robert Bernard & Son Ltd. Receipts are normally sent by email and VAT invoices are usually enclosed with your delivery. Alternatively, if requested, invoices may be posted to the billing address.

CONTACT
Our registered name and address is as follows:

Robert Bernard & Son Ltd 
26/30 Oxton Road
Birkenhead
Merseyside
CH41 2QJ

Company Registered Number: 1491198 VAT Registration Number: 320 0304 39

Telephone: 0151 652 3136 / 0325 Facsimile: 0151 652 7552 Email:
(calls are charged at standard rates)

Business Hours:
Monday to Friday 8:30AM - 5:15PM
Trade Counter:
Monday to Friday 8:30AM - 4:00PM