Term & Conditions

Terms and Conditions

These terms may have changed since you last reviewed them.

1. Where to find information about us and our products

You can find everything you need to know about us, Frame Set & Match Limited (registered in England and Wales with company number 04228755), and our products and services on our website or from our sales staff before you order. We also confirm the key information to you in writing before or after you order on paper as set out in the Order Form.

2. The Order Form

The Order Form constitutes our acceptance of an order and broadly sets out the following fundamental terms of our service:

• Date of order;

• Date of collection or address for delivery;

• Customer details;

• Colour specification;

• Size specification;

• Special requirements (if any);

• Condition of the artwork;

• Total amount to be paid;

• Deposit amount; and

• Balance outstanding.

(the “Order Form”).

3. When you buy from us you are agreeing that:

We only accept orders when we’ve checked them.

All measurements provided for custom framing orders are accurate and final.

Any modifications or alterations requested after the order has been confirmed may incur additional charges and may affect the final product.

Colours and finishes of frames may vary slightly from what is depicted on our website or promotional materials.

Any images or artwork provided for framing do not infringe upon the intellectual property rights of any third party.

Sometimes we reject orders.

We charge you 50% when we accept your order and the remaining 50% on collection or delivery.

We charge interest on late payments.

We pass on increases in VAT.

We’re not responsible for delays outside our control.

Products can vary slightly from their pictures.

You’re responsible for making sure your measurements are accurate.

If you bought by mail order or over the telephone you have a legal right to change your mind.

You have rights if there is something wrong with your product or services provided.

We can end our contract with you.

We don’t compensate you for all losses caused by us or our products.

We use your personal data as set out in our Privacy Notice.

You have several options for resolving disputes with us.

Other important terms apply to our contract.

4. We only accept orders when we’ve checked them

We confirm your order in store when we receive your instruction and requirements, and we accept your order in store by providing you with an Order Form receipt in the form annexed hereto.

5. Sometimes we reject orders

We reserve the right to reject any order that contains content deemed offensive, inappropriate, or in violation of copyright laws. Additionally, orders may be rejected if the size or condition of the artwork poses a risk to our equipment or personnel during the framing process. Orders may also be rejected if they are outside the scope of our capabilities or if we determine that fulfilling the order would compromise the quality of our products or services. Rejection of such orders are on the basis that such issues or discrepancies were not evident upon initial review. When this happens, we let you know as soon as possible and refund any sums you have paid.

6. We charge you 50% when we accept your order and 50% upon collection or delivery of the order.

You will own any goods you buy once we have received payment for them in full.

7. We charge interest on late payments

If we’re unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

8. We pass on increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

9. We’re not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team on 0207 240 0808 to end the contract and receive a refund for any products you have paid for in advance, but not received.

10. Products can vary slightly from their pictures

Due to the handmade nature of our frames and the unique characteristics of materials such as wood and metal there may be slight variations in colour, texture and finish compared to the pictures displayed on our website or in store on promotional materials We strive to ensure that all products meet our quality standard, but customers should be aware that by placing an order, you acknowledge and accept the possibility of slight variations in the final product.

11. You’re responsible for making sure your measurements are accurate

If we’re making or supplying the product to measurements you provide, you’re responsible for making sure those measurements are correct.

12. If you bought by mail order or over the telephone you have a legal right to change your mind

You have a legal right to change your mind. For most of our products bought by mail order or over the telephone you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below:

When you can’t change your mind. You can’t change your mind about an order for:

services, once these have been completed;

products sealed once these have been unsealed after you receive them;

customised goods that are made to your specifications or are clearly personalised;

custom orders that have been personalised or tailored to your specification once production or the services have commenced (save for where you change your mind within 24 hours of placing the order); and

goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind. If you change your mind about a product, you must let us know no later than 14 days after:

the day we deliver your product. If the goods are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.

the day we confirm we have accepted your order, if it is for a service

How to let us know. To let us know you want to change your mind, contact our Customer Service Team by telephone on 0207 240 0808, or by email at cg@framesetandmatch.com.

13. You have to return the product at your own cost. If your product is goods, you have to return it to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. You can:

bring the product to one of our stores (find the one nearest to you at: https://www.framesetandmatch.com/contact). You will need your order receipt and the card you paid with.

send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price.

14. We only refund standard delivery costs. We don’t refund any extra you have paid for express delivery or delivery at a particular time.

15. You have to pay for services you received before you change your mind. If you bought a service (such as a customised frame for your personal artwork) we do not refund you for the time spent on the fulfilling the services before you told us you’d changed your mind.

16. Returning the product to its original state. In the event that you request changes, modifications or cancellation to a service after the order has been confirmed, we may not be able to revert the product to its original state if work has already commenced. Any alterations to services may impact the final product, and we cannot guarantee that the product can be returned to its original condition. Clients are encouraged to carefully review all specifications and requests before confirming their orders to avoid any discrepancies or complications. By engaging our services, you acknowledge and accept potential limitations regarding changes to the product once services have commenced.

17. We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, price tags have been removed, the packaging is damaged or accessories are missing.

18. When and how we refund you. If your product is a service or goods that haven’t been delivered or that we’re collecting from you, we refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. If your product is goods that you’re sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.

19. You can end an on-going contract (find out how)

We tell you when and how you can end an on-going contract with us during the order process and we confirm this information to you in writing after we’ve accepted your order. If you have any questions, please contact our Customer Service Team by telephone on 0207 240 0808, or by email at cg@framesetandmatch.com,

20. You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must either bring it into one of our stores or contact our Customer Service Team by telephone on 0207 240 0808, or by email at cg@framesetandmatch.com. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.

We reserve the right to refuse refunds or exchanges for products deemed faulty if the fault is determined to have been caused by misuse, mishandling or neglect by the customer. This includes, but is not limited to, damage incurred during transportation, improper installation, or failure to follow care instructions provided by our company. Customers are responsible for ensuring the proper handling and care of products upon receipt.

21. We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:

you don’t make any payment to us when it’s due and you still don’t make payment within 14 days of our reminding you that payment is due.

you don’t, within a reasonable time, either allow us to deliver the product to you or collect it from us. If you have said you will collect a product but you don’t do this within 7 days then we treat your order as cancelled and we may resell or otherwise dispose of part or all of the goods and, after deducting reasonable storage and selling costs, charge you for any shortfall below the price of the order. We don’t compensate you for all losses caused by us or our products. Should we decide to store the products or services until actual delivery takes place, we reserve the right to charge you all related storage and insurance costs and expenses.

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

Caused by a delaying event outside our control. As long as we have taken the steps set out in the section, We’re not responsible for delays outside our control.

Avoidable. Something you could have avoided by taking reasonable action.

A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

22. We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice: [LINK TO PRIVACY NOTICE].

23. Limitation of Liability

The extent of the parties’ liability under or in connection with a contract with You (regardless of whether such liability arises in tort, contract or in any other way and whether or not caused by negligence or misrepresentation) shall be as set out in this section 23.

Notwithstanding any other provision of a contract, the liability of the parties shall not be limited in any way in respect of the following:

• death or personal injury caused by negligence;

• fraud or fraudulent misrepresentation;

• any other losses which cannot be excluded or limited by Applicable Law;

Subject to the limitations listed above:

• the Supplier’s total liability shall not exceed the sum of £500.00;

• the Supplier shall not be liable for consequential, indirect or special losses; and

• the Supplier shall not be liable for any of the following (whether direct or indirect):

• loss of profit;

• loss of revenue;

• loss or corruption of data;

• loss or corruption of software or systems;

• loss of use;

• loss of production;

• loss of contract;

• loss of commercial opportunity;

• loss of savings, discount or rebate (whether actual or anticipated); or

• harm to reputation or loss of goodwill.

24. You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team which can be reached by telephone on 0207 240 0808, or by email at cg@framesetandmatch.com, will do their best to resolve any problems you have with us or our products.

Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to an ADR entity and if you’re not satisfied with the outcome you can still go to court.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

25. Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product or services. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract If you’re unhappy with the transfer you can contact our Customer Service Team by telephone on 0207 240 0808, or by email at cg@framesetandmatch.com, to end the contract within 14 days of us telling you about it and we will refund you any payments you’ve made in advance for products not provided.

You cannot transfer your contract with us to someone else

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.