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Terms & Conditions

General 

These terms and conditions apply to the use of the www.ralphbentley.co.uk website, which is operated by Humber Distribution Ltd. References to Ralph Bentley as ‘we’, ‘us’ and ‘our’ shall be deemed to be references to Humber Distribution Ltd. References to ‘you’, and ‘your’ shall be deemed to be references to persons placing an order via the www.ralphbentley.co.uk website. 

By placing an order, you agree to be bound by these terms and conditions. If you do not agree to these terms & conditions, you must not order through our website!

Before you place an order, if you have any questions relating to these terms and conditions, please contact our Customer Service team by phone on 020 8242 1851 Monday to Sunday 8am to 10pm or by email on info@ralphbentley.co.uk

 

Our details 

Head Office 

Humber Distribution Limited
Unit 14
Link Walk
Scarborough
North Yorkshire
YO11 3LR

Telephone: 020 8242 1851 

Registered in England and Wales No. 10346915
Registered office: Unit 14, Link Walk, Scarborough, North Yorkshire, YO11 3LR
VAT Number: 279304188

All calls will be charged at the local rate (BT users only, other network charges may vary), and both inbound and outbound calls may be recorded for quality monitoring and training purposes.

 

Orders 

When you place an order with us it will be deemed that you have read, understood and agreed to these Terms & Conditions. 

By placing an order through our website you are making an offer to Humber Distribution Limited t/a Ralph Bentley to purchase the goods outlined in your order upon the terms described in your order. 

When you place an order, we will require your name, email address, credit/debit card (stored by PayPal / WorldPay), phone and address details. This information is required in order to process your request or inform you of acceptance of the order. A contact phone number is needed so we can get in touch if there is a problem with your order. We may, unless you inform us otherwise, provide our couriers with your contact phone number in case they need to reach you to arrange the delivery of your order.

All prices on our website are shown and charged are in GBP. 

After placing an order online, we will provide you with confirmation that your order has been received but this is not confirmation that your offer to buy the items has been accepted. Our contract for the sale of our products will only exist once an order has been accepted, charged, processed and despatched to you. 

Please note that we will not be able to meet any obligations as a result of the following reasons:
• If the product you ordered is out of stock.
• We are unable to authorise your payment.
• If it is identified that there is a product description or pricing error.
• If customers do not reach any order criteria outlined in the Terms & Conditions.
• If our delivery companies are temporarily unable to deliver due to exceptional conditions that are beyond our control including hazardous weather and accidents.

Should there be an issue with your order, one of our Customer Service team will contact you either by phone or email. If we have issues authorising payment, we will contact you via phone or email and you will have 72 hours to respond. Failure to do so will result in your order being cancelled. 

Humber Distribution Limited t/a Ralph Bentley reserve the right to reject any offer of purchase by you at any point. Please note that whilst we will make every effort and reasonable care to keep your order details and payment secure, we cannot be responsible for any loss you may suffer if a third party procures unauthorised access to any information that you supply when accessing or ordering from the Ralph Bentley website. 

When placing an order, you will be added to our website email list.  You can remove yourself from the Email list by amending your email preferences via the link at the bottom of each email.

Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 14 days of receiving the parcel. 

 

PayPal Payments 

Please note that you will be charged straight away for the whole value of the order. This is also the case of items which are pre-ordered which you will not receive straight away or with the rest of the in-stock items.

 

Deliveries 

We use several different couriers for our deliveries depending on size, weight and number of parcels, and it will also depend if you have chosen an express service. 

Please note that the courier will automatically selected depending on the above. 

The list of couriers, delivery timescale and cost are listed on our Delivery page

All delivery charges are subject to change depending on the delivery country, the size and the weight of your parcel. Our Customer Service team will contact you before despatching your parcel should this be the case and we may ask you for additional delivery charges.

Before you finalise and submit your order please ensure the delivery address is correct including the postcode. 

Please also check your order confirmation as we will have to charge an additional fee should the parcel be despatched with an incorrect address on. 

International Delivery is available on certain products. Delivery is charged in accordance with the size and destination address of the order as per the delivery cost at the time of order. However, should the volumetric weight be heavier when the parcel has been parceled up we may ask for additional funds to cover the cost of the delivery. 

Important information:
• Only Monday to Friday are classed as working days

• You can request during the order process that your parcel is left with a neighbour or in a safe place.
• All deliveries to destinations outside the UK may be subject to import duties and taxes, which are levied by the importing country at the time the delivery arrives in your country. All applicable duties, fees and any additional charges are outside of our control and you will be responsible for these payments.
• If you contact us to say that you have not received your order, we may ask you to check around your house/garden and with your neighbour as your parcel may have been left in a safe place or with a neighbour.
• Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 14 working days of receiving the parcel. 

 

Exceptions
Some products are not available for Next Day Delivery in the UK and due to their size and/or weight may also not be available for international delivery. 

 

International deliveries
We use several different couriers for our international deliveries depending on size, weight and number of parcels.

Please note we do not offer an Express delivery service for International. 

Some products are not available for International delivery due to their size and/or weight. 

In exceptional circumstances, we may be able to give you a quote for International delivery. To obtain this quote, please email info@ralphbentley.co.uk with all your billing details, delivery address, the product name and code you would like to order and the quantity. 

The list of International couriers, delivery timescale and cost are listed on our Delivery page. 

Prices for overseas deliveries are weight and size dependent, so we do reserve the right to contact you regarding an increase in the price to take additional payment if required. 

All prices are quoted and charged in Great Britain Pounds Sterling (GBP). 
The prices include the 20% UK VAT (Value Added Tax). 

Please note all deliveries to destinations outside the UK may be subject to import duties and taxes, which are levied by the importing country at the time the delivery arrives in your country. All applicable duties, fees and any additional charges are outside of our control and you will be responsible for these payments. 

If you need to return an item, please note that customs duties are not always refundable or fully refundable. This varies depending on your country’s individual regulations. 

For more information on your country’s import policy, please check with your local Customs office.

  

Website Pricing and Descriptions 

Every product bought is sold subject to its product description which outlines any further specific conditions that relate to that product including, without restriction, terms and conditions that regarding approximate delivery dates/times, warranties, after-sales support and guarantees. 

We undertake all reasonable care to ensure that all the details, prices and descriptions of products in our catalogues and on our website are accurate at the time when they are either entered onto our system or printed. Whilst we endeavour to keep the website as up-to-date and accurate as possible, there may be very rare occasions when the information on the website (including product descriptions) at a certain time may not reflect the position exactly at the point an order is placed. We do not give any warranty as to the accuracy or completeness of the information and cannot be responsible for any errors or omissions or for the results arising from the use of such information. 

Please note that we are unable to confirm the price of a product until your order is accepted in line with our order acceptance conditions. 

On very rare occasions, an error may occur and goods may be incorrectly priced. In these circumstances, we will not be obliged to supply the goods at the incorrect price or in accordance with the incorrect description or at all. 

We reserve the right to correct any price errors as we see fit. If such a situation occurs, we will cancel your order and refund the price you have paid, and in addition will use reasonable endeavours to contact you and ask you whether you wish to repurchase the item at the correct price. If we are unable to contact you, we will proceed to cancel your order and refund the price you have paid. 

We take every care to ensure that the description and specification of our products are correct at the time of going to press. However, specifications and descriptions of products on this website and in the catalogue are solely to provide an approximate idea of the goods they describe and do not form part of the contract between you and us and are not intended to be binding. 

Furthermore, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used to view the products.

 

Contract Cancellation 

IMPORTANT: Personalised and bespoke orders are NON-REFUNDABLE, unless damaged during transit by our courier or subject to a manufacturing defect that renders the item not fit for purpose.

If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please call our Customer Service team on 020 8242 1851 or inform us via email at info@ralphbentley.co.uk. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back, we will issue a full refund via your original method of payment. 

If the goods were delivered to a destination within the European Union, if you cancel your whole order within 14 days after the day you receive your goods, we will refund the Standard delivery cost. If you have paid for an upgraded delivery, we will only refund the cost of Standard delivery. 

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. 

Where goods are delivered to a third party you will need to be able to return the goods you ordered to us to be able to exercise this right. 

This does not affect your statutory rights.

 

Returns Policy 

IMPORTANT: Personalised and bespoke orders are NON-REFUNDABLE, unless damaged during transit by our courier. 

Goods must be returned to us within 30 days of receipt, undamaged and in their original packaging with the returns slip completed. 

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. 

Please repack your item with care using all the original packaging or a suitable alternative. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes. 

If an undamaged item is returned to us outside of the 30 day time frame, a credit note (valid for 1 year) will be issued, at the discretion of Humber Distribution Limited. 

We will inspect the returned item and will notify you of your refund/replacement or exchange via email. We try to process returns as soon as possible once they have reached our Warehouse. However, returns can take up to 21 days to be processed, especially during busy periods. 

We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If it’s not possible we will contact you via phone or email. 

We cannot accept returns of used towels, door mats, candles, or of products with non-replaceable LED bulbs after use of the bulb beyond its recommended lifespan (bulb lifespan hours as stated in the “Size & Info” tab on appropriate product page).

Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at Humber Distribution Ltd's discretion. 

If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please call our Customer Service team on 020 8242 1851 or inform us via email at info@ralphbentley.co.uk. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back we will issue a full refund via your original method of payment. 

If the goods were delivered to a destination within the European Union, if you cancel your whole order within 14 days after the day you receive your goods, we will refund the Standard delivery cost. If you have paid for an upgraded delivery, we will only refund the cost of Standard delivery. 

We cannot be held responsible for goods lost in transit when using Collect+, Royal Mail, or any other alternative return service which are not arranged via our Customer Service team. 

Postage charges for returned products are the full responsibility of the purchaser, and are non-refundable by Humber Distribution Limited. 

Please make sure to read all care instructions on the “Size & Info” section on a product page and any disclaimer on product variation due to their organic nature.

If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement, an exchange or a refund.

 

Product Variation 

Please note some of our products are hand-made and/or have a unique finish, shape, colour, natural imperfections, texture and may vary from the picture you see on our website, and/or from one product to the other if you order more than one. Dimensions may also slightly vary. 

Each item is manufactured from natural sources, so size and colour may vary slightly making each piece completely unique.

 

Refunds / Exchanges 

IMPORTANT: Personalised and bespoke orders are NON-REFUNDABLE, unless damaged during transit by our courier or subject to a manufacturing defect that renders the item not fit for purpose.

It can take up to 7 working days from the date of your return for your parcel to be delivered back to our Warehouse. 

We will inspect the returned item and will notify you of your refund/replacement or exchange via email. 

This is usually done within 5 working days of receiving your return into our Warehouse. 

During busy periods, please allow up to 21 days for your return to be received and processed. 

Refunds - Your refund will be issued via the original method of payment. (If your original payment card has expired, please provide us with your new card’s expiry date only. Please do not send any other card details.) 

Exchanges - If you wish to return an item for an exchange and the exchanged item is of a lower value then a refund will be issued for the difference. If the exchanged item is of a higher value, then our Customer Service Team will be in touch to take the additional payment required.
Exchanges are subject to availability. 

If you need to arrange a collection and want an exchange, the cost of the collection will be £10. 

Damaged / Faulty Goods
Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 8 working days of receiving the parcel, or within 30 days should the fault develop after receipt.

If an item is deemed to have a manufacturing defect or is not fit for purpose, or a manufacturing fault occurs within 6 months, we will offer a replacement, an exchange or a refund. 

Please make sure to read all care instructions on the “Size & Info” section on a product page and any disclaimer on product variation due to their organic nature.
If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement, an exchange or a refund. 

For electrical items, there may be extended guarantee through the manufacturer- please refer to original product packaging for more information. 

Returning an item
You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. 

Please ensure that you include the Returns Slip within the parcel. 

Returns can take up to 21 days to be processed, especially during busy periods. 

We cannot accept responsibility for packages that never reach us.

 

Promotions 

Please note that only one promotional offer can be used at any one time. 

Promotional codes are not valid on Sale items, Clearance products, items from our Sale Room or on our Gift Vouchers.

Although we will instruct affiliates, press and magazines to remove offers or promotions from their sites/publications when they are no longer valid, we cannot be responsible for the failure to do so and will not be in the position to refund any price discrepancies between such articles and our website.

 

Gift Vouchers 

Gift vouchers are available as £25, £50 and £100. 

All Gift vouchers are electronic and available in digital format only. We do not provide physical copies but you will receive an email with the Gift Voucher Code inside and this is redeemable at RalphBentley.co.uk against any number of products.

Please note promotional codes are non redeemable on gift vouchers. 

 

Credit notes 

Credit notes are created as and when a refund is not possible or you have specifically requested a credit note. The credit note is a code that is set up for the value of your credit. 

Credit note codes can also be created when you are using a Gift voucher/Credit note to place your order, but the value of your order is less than the value of your voucher/Credit note. We will then create a new credit note of the remaining value.

Credit notes are valid for 1 year from the date it was created.
Your credit note code will be communicated to you via phone or email. 

A credit note will be created instead of a refund if:
• An item is returned outside our 30 days Return Policy
• An item is returned not properly packaged and has been damaged in transit back to us
• An item has been used and has some light marks/damages
• An item has been purchased up to seven days prior to the start date of the sale, as specified in our Sale Price Adjustment policy. 

Your Credit note code must be entered online in the “ENTER MEDIA CODE/ DISCOUNT VOUCHER” box which appears in your Shopping Basket below your item details. 

Once you have entered the code, click ‘Apply Code’. You must enter the Credit note code before you proceed to the secure checkout as it can’t be applied later. The credit note code is also valid over the phone, in which case you will simply need to quote the code at the point of order. 

 

Disclaimer & Limitations of Liability 

Humber Distribution Ltd t/a Ralph Bentley does not look to exclude or limit liability for personal injury or death arising from its negligence or that of its employees, agents, members or directors or for any misrepresentation that is fraudulent. 

To the utmost extent allowed by law and save as provided above, neither Humber Distribution Ltd nor any linked company shall be liable to you by reason of any representation, or any implied condition, guarantee, or other term, or any duty at common law, or under the express terms of the contract, or in negligence (whether on the part of Humber Distribution Ltd or any of its employees, agents, members or directors or otherwise) for any indirect special or resultant loss or damage (including but not limited to loss of profit or loss of saving), expenses, costs, or other claims for compensation whatsoever which arise out of, or in connection with the use of the Ralph Bentley website, the supply of the products or their use of resale by you). 

These limitations of liability, as outlined here, shall apply equally for the benefit of Humber Distribution Ltd. and any other linked company as if references to Ralph Bentley included references to each linked company. 

Whilst we try and do everything reasonable to try and keep the information on this website up-to-date and correct, Humber Distribution Ltd do not give any warranty to its completeness or correctness and Humber Distribution Ltd cannot be held responsible for any omissions, errors or for any resulting implications from the use of this information. 

Humber Distribution Ltd make all reasonable effort to ensure a reliable and fast service but we do not guarantee that your use of this website will be free from interruption or errors and cannot be held responsible for any disruption, loss of or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto computer systems. 

In addition, Humber Distribution Ltd cannot be held responsible or liable for your use of any websites that are accessible from this website as we do not have any control or responsibility for these. Any such links should not be viewed as an endorsement or an affiliation with Humber Distribution Ltd.

 

Privacy & GDPR 

Our Privacy Policy can be found on our Privacy Policy page or by Clicking Here. Visitors are required to read this privacy policy. In accessing, browsing or otherwise using this Website, you confirm that you have read, understood and agree to this privacy policy in its entirety. If you do not agree to this privacy policy in its entirety, you should not use this Website. In using the website, you also agree that we can use cookies on your computer, mobile or other device - please see our Privacy Policy page. 

Copyright & Trademark
All the content of the pages on the website (including pictures, logos, photographs, copy and other materials) represent the copyright or registered trademark of Humber Distribution Ltd or it’s technology providers or their respective owners. ALL RIGHTS RESERVED. The modification, copying, circulation, reproduction, or incorporation of into any other work of part of or all of content available on the Ralph Bentley site is forbidden, with the exception of: 

Copying, printing (solely one copy) or downloading extracts of the content of the website for the sole purpose of using the website in good faith for placing an order with Humber Distribution Ltd or for non-commercial purposes. 

The complete liability of Humber Distribution Ltd under or in connection with any contract for any products to which these conditions apply shall not exceed the price of the products, except as expressly provided in these conditions. 

Humber Distribution Ltd will not be liable to you or be deemed to be in breach of these terms and conditions or any other contract with you by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the products ordered by you if the delay or failure was due to any cause beyond its reasonable control. 

Humber Distribution Ltd may assign or transfer any of its rights or sub contract any of its obligations under these terms and conditions to any third party. You may not assign or transfer any of your rights or sub contract any of your obligations under these terms and conditions except with the specific written permission of Humber Distribution Ltd. 

No person who is not a party to these terms and conditions shall have any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999. Nothing in these conditions is intended nor shall affect any of your statutory rights that may not be legally excluded.


Reward Points

Every product featured at RalphBentley.co.uk includes a unique set of Reward Points. For example, if you purchase an item from our website for £10, it may include 10 reward points (10 pence). These are redeemable against future purchases exclusively at RalphBentley.co.uk.

Each reward point holds the equivalent value of £0.01 (1 pence). 

  • We reserve the right to cancel, amend or withdraw Reward Points at any time, without prior notification or acceptance from customers.
  • Reward points cannot be exchanged for cash/money and are only redeemable against other, in-stock products at RalphBentley.co.uk.
  • Reward Points are removed from your account if you return an item us for a full refund. However, if you exchange an item, your original reward points total will remain in your account for future use. Refunded items are excluded from Reward Points and any earned points will be removed from your My Account area.

 

Territory and Law 

The use of this website and these Terms and Conditions are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights. 

This website and our Terms and Conditions have been designed for use within the United Kingdom and under UK law. Whilst we are happy to consider requests for products and enquiries from outside the United Kingdom, we give no warranty, express or implied, that the use of this website or the placing of any order through this website from outside the UK complies with any applicable non-UK laws or regulations. Accordingly, any products or promotions not permitted under your local law are not offered to you.