Terms & Conditions
During the expected life of your product (also known as "Lifelong Warranty"), your legal rights entitle you:
- Up to 30 days: if your item is faulty, then you can get a refund.
- Up to six months: if your faulty item can't be repaired or replaced, then you're entitled to a full refund, in most cases.
- Up to six years: if the item can be expected to last up to six years you may be entitled to a repair or replacement item.
Like we say, we want you to really enjoy your purchase and, whilst we quality check everything that we send out, if something happens that means that you can’t enjoy your purchase, get in contact and we can talk it through. We give you a 30 day right to change your mind (better than the 14 days we have to give you!).
As you will understand, there are terms and conditions involved in you buying from us and us sending your purchase to you and these are all set out below. As they set out all the information we have to inform you of before you make your purchase, they’re a bit longer than the summary above but our terms do set out all the relevant stuff clearly for you.
1. THESE TERMS
1.1 What these terms cover. These are the terms and conditions on which we supply our products to you.
1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1 Who we are. We are Rockwell Knives Limited. Our company correspondence address is "Rockwell Knives | P.O. Box 5052 | NL-5800 GB VENRAY | The Netherlands".
2.2 How to contact us. You can contact us by telephoning our customer service team at +31 (0)877 849 049 or by writing to us at email@example.com or to the postal address above. We prefer email.
2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
2.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
3. OUR CONTRACT WITH YOU
3.1 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be, for example, because the product is out of stock, because we have identified an error in the price or description of the product or because we might be unable to meet a delivery deadline that you might have let us know about.
3.3 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.4 We don’t deliver to every country. We only deliver to countries that are listed in the “country” dropdown list on our website. If your country is not listed, get in touch to see if we do deliver there but it may be that we don’t.
4. OUR PRODUCTS
4.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colors and designs accurately, we cannot guarantee that a device's display of the colors accurately reflects the color of the products. Your product may vary slightly from those images.
4.2 Product packaging may vary. The packaging of the product may vary from any shown in images or videos on our website.
5. YOUR RIGHTS TO MAKE CHANGES
If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible.
If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8 – “Your rights to end the contract”).
6. OUR RIGHTS TO MAKE CHANGES
6.1 Minor changes to the products. We may change the product:
- (a) to reflect changes in relevant laws and regulatory requirements; and
- (b) to implement minor technical adjustments and improvements.
6.2 Changes to these terms. In addition, we may make changes to these terms at any time without informing you in advance but the changes will always be in line with your rights.
7. PROVIDING THE PRODUCTS
7.1 Delivery costs. Any costs of delivery will be as displayed to you on our website and at the checkout.
7.2 When we will provide the products. We will deliver them to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order.
7.3 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay.
Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
7.4 If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, our carriers will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
7.5 If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for any storage costs we are charged and for any further delivery costs.
If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 10.2 will apply.
7.6 When you become responsible for the product. The product will be your responsibility from the time we or our carrier delivers the product to the address you gave us.
7.7 When you own goods. You own a product once we have received payment in full.
7.8 What will happen if you do not give required information to us. We need all the information we ask from you on our website so that we can supply the products to you and we cannot supply the products until we have all the requested information.
We will not be responsible for supplying the products late if this is caused by you not giving us the information we need at the time of placing your order or within a reasonable time of us asking for it if further information is required.
7.9 Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to, for example:
- (a) deal with technical problems or make minor technical changes; or
- (b) update the product to reflect changes in relevant laws and regulatory requirements.
7.10 We may also suspend supply of the products if you do not pay. If you do not pay us for the products when you are supposed to (see clause 12.4) and you still do not make payment within 3 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts.
We will contact you to tell you we are suspending supply of the products.
8. YOUR RIGHTS TO END THE CONTRACT
8.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
- (a) If what you have bought is faulty or mis described you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back), see clause 11;
- (b) If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;
- (c) If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of the products.
8.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
- (a) we have told you about an upcoming change to the product or these terms which you do not agree to;
- (b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
- (c) there is a risk that supply of the products may be significantly delayed because of events outside our control;
- (d) we have suspended supply of the products, or notify you we are going to suspend supply, in each case for a period of more than 3 months; or
- (e) you have a legal right to end the contract because of something we have done wrong.
8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013).
For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms. However, we give you a more generous period in that you are entitled to change your mind within 30 days of receiving the product(s). Please note that this extended period that we give you does not affect your legal rights in relation to faulty or mis described products.
9. HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)
9.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
(a) Phone or email. Call customer services on +31 (0)877 849 049 or by writing to us at firstname.lastname@example.org. Please provide your name, home address, details of the order and, where available, your phone number and email address.
(b) By post. We can provide you by email with a form for you to complete and return to us by post to bring the contract to an end.. Or you can simply write to us at the address given at clause 2.1 above, stating that you are ending the contract with us, and including details of what you bought, when you ordered or received it and your name and address.
9.2 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must post them back to us at the address given at clause 2.1 above. If you are exercising your right to change your mind you must send off the goods to us within 14 days of telling us you wish to end the contract. If you are returning a product, please send it back cleaned, along with its original packaging and via recorded delivery is preferable so you have a proof of postage.
9.3 When we will pay the costs of return. We will repay the costs of return:
- (a) if the products are faulty or mis described; or
- (b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
9.4 How we will refund you. We will refund you the price you paid for the products including any delivery costs charged to you, by the method you used for payment. However, we may make deductions from the price, as described below.
9.5 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
- (a) We may reduce your refund of the price (excluding any delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling or using them in a way which would not be permitted in a shop (for example, damage to any product). If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
- (b) The maximum refund for delivery costs (should these have been charged to you) will be the costs of delivery by the least expensive delivery method we offer.
9.6 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.
10. OUR RIGHTS TO END THE CONTRACT
10.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
- (a) you do not make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due;
- (b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products; or
- (c) you do not, within a reasonable time, allow us to deliver the products to you.
10.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
11. IF THERE IS A PROBLEM WITH THE PRODUCT
11.1 How to tell us about problems. Whilst we do carry out quality assurance checks on each product prior to sending it out, we are under a legal duty to supply products that are as they have been described, fit for purpose and of satisfactory quality. If you have any questions or complaints about the product, please contact us. You can telephone us at +31 (0)877 849 049 or by writing to us at email@example.com or by post to Rockwell Knives | P.O. Box 5052 | NL-5800 GB VENRAY | The Netherlands.
Please give as much detail as possible as to any issues that need to be addressed.
11.2 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must post them back to us. If you are returning them due to there being a fault, we will repay the costs of postage.
11.3 Repairs. If we are repairing a product or if you would prefer a repair to be carried out to a faulty product rather than rejecting it (if you have a right to reject), you will understand that we do not have the equipment and the decades of training that the creators of the knives have. For this reason, a repair may not create a “good as new” finish and there may be some alteration to blade patterning or scuffing encountered. But we will always give a repair our best efforts and attention.
12. PRICE AND PAYMENT
12.1 Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the product you order.
12.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
12.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount.
If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognized by you as a mis pricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
12.4 When you must pay and how you must pay. We accept payment with main debit or credit cards. You will be required to give your payment details when placing your order and you must pay for the products before we dispatch them. We will not charge your credit or debit card until we dispatch the products to you.
12.5 We can charge interest if you pay late. If, for some reason, we are expecting you to make payment in respect of a product and you do not make any payment to us by the required date we may charge interest to you on the overdue amount at the rate of 3%% a year above the base lending rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
12.6 What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know and we will not charge you interest until we have resolved the issue.
13. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
13.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
13.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products including the right to receive products which are: as described and match information we provided to you; of satisfactory quality; fit for any particular purpose made known to us; and for defective products under the Consumer Protection Act 1987.
13.3 We are not liable for business losses. We only supply the products to consumers for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any reason for any losses, including loss of profit, loss of business, business interruption, or loss of business opportunity.
14. HOW WE MAY USE YOUR PERSONAL INFORMATION
14.1 How we will use your personal information. We will use the personal information you provide to us:
- (a) to supply the products to you;
- (b) to process your payment for the products; and
- (c) if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.
14.2 We will only give your personal information to third parties where the law either requires or allows us to do so.
15. OTHER IMPORTANT TERMS
15.1 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
15.2 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
15.3 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if we happen to dispatch goods prior to receiving payment, we can still require you to make the payment at a later date.
15.4 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law. You can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts.
If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts. If you live in a member state of the European Union, you will be entitled to bring legal proceedings in your own courts or in the English courts. If you live in any other country other than those referred to above, you will need to bring legal proceedings in the English courts unless the laws applying to where you live dictate otherwise.
If you've read everything and agreed to the terms above, we thank you from the bottom of our hearts and we'd like to give you a one time refund of Euro 5 from your order. Send us an email with your order number and we'll refund you. This offer is available once per customer on a completed purchase.