Where to find information about us and our products

1.1 You can find everything you need to know about us, Muick Sandy, and our products on our website, in our brochure, or from our sales staff before you order. We also confirm the key information to you in writing after you order, either by email or on paper.

When you buy from us you are agreeing that:

• You're responsible for making sure your order details are accurate and for bearing the costs of re-delivery or return of non-faulty products.
• We offer several ways to place your order and make payments.
• Products can vary slightly from their pictures.
• We're not responsible for delays outside our control.
• For your peace of mind, we provide guarantees on some of our products.
• You have a legal right to change your mind within your 14-day cooling off period, but you must return the product at your own cost.
• You have rights if there is something wrong with your product.
• We can change products and these terms.
• We can withdraw products.
• 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.

You’re responsible for making sure your order details are accurate and for bearing the costs of re-delivery or return of non-faulty products.

3.1 When placing your order, we will take you through your selected productsand services in detail, including operation, maintenance and care information. Details including model, size, colours and your needs will be thoroughlydiscussed with you, and you will be asked for a signature to confirm the order. When confirming your order, you agree that the order and its contents arecorrect, and you are happy to proceed.

3.2. You need to give us information about things that could make it difficult for us to complete the order with you, for example, access to your property or any other specific delivery or installation requirements. It is always your final responsibility to ensure products will fit into your home and we will charge you additional sums for re-delivery or to return non-faulty products.

We offer several ways to place your order and make payments

4.1 You can place your order in-person or over the phone. Our usual payment methods include credit card, cheque, cash, and electronic bank transfer (our bank details will be provided upon request).

4.2 Please note that:

• We cannot accept cheques on any products you intend to take away on the day, any clearance or ex-display items, or any products that are to be delivered on an express or next day delivery service.
• Payment in full is required at the point of sale for all products you intend to take away on the day, any clearance or ex-display items, or any products that are on an express or next day delivery service.
• To place an order on a product which will be collected at a later date, or which will be delivered to you, a minimum deposit of 50% of the purchase price is required. The full balance of the purchase price must always be paid before delivery.
• On occasions our customers may require us to store their products for a short time. We can in exceptional circumstances arrange this for you, a charge may be payable for this service. To place an order on hold, full payment must be made, and you must allow a minimum of 1 - 2 weeks for your scooter to be dispatched from hold and delivered.

If you are chronically ill or disabled and the product(s) you are ordering are denoted ‘VAT free’, you may be eligible for the VAT-free price.

5.1 To qualify you must complete and sign an eligibility declaration. Please note there are penalties for making false declarations; if you are in any doubt as to whether you are eligible to receive goods or services zero-rated for vat, you should consult HM Revenue & Customs notice 701/7 vat reliefs for disabled people or contact the vat national advice service on 0300 123 1073 before signing the declaration.

Products can vary slightly

6.1 A products true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.

We’re not responsible for delays outside our control

7.1 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. Provided we do this, we wont compensate you for the delay, but if the delay is likely to be substantial you can contact our customer service team to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred.

You have rights if there is something wrong with your product

8.1 If you think there is something wrong with your product, you must contact our customer service team. We honour our legal duty to provide you with products that are as described to you and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions.

8.2 For detailed information please visit the citizens advice website www.citizensadvice.org.uk

8.3 Remember too that, you have several options for resolving disputes with us.

For your peace of mind, we provide warranty on our products

9.1 Each of our products come with a 12-month manufacturing warranty. Some products do come with an extended warranty, this will be stated in the back of your user manual.

We reserve the right to inspect products reported as fault

10.1 If you have reported a fault, we will arrange an engineer to inspect the product at the delivery address. A charge will be made in advance which will be refundable if a manufacturing fault is confirmed.

10.2 As a customer, its your legal right to receive either a refund, repair or replacement for products that are either faulty or not what you expected as per the consumer rights act. We'll offer resolutions based on the timelines outlined in the Consumer Rights Act (2015) for products purchased from 1st October 2015 onwards, and those outlined in the sale of goods act for those bought prior to this date.

• If a fault has been confirmed with your new product within 14 days of delivery, you can return it in exchange for a full refund.
• If you find a manufacturers fault with your product after the 14-day cut off (but within 6 months of owning it) we have the choice to either repair or replace it for you. If its not possible for us to offer a repair or replacement, we have the right to offer a partial refund or return the product and receive a full refund.
• If you find a fault after 6 months of owning the product and you can prove the defect was present when we delivered it, well follow the same processes that are outlined in point 2.
• You can get advice regarding your legal rights from your local citizens advice bureau or trading standards office. Nothing in these terms will affect your legal rights.
• The manufacturers will supply a warranty in addition to your rights under the sale of goods act. You will receive a 1 year warranty which covers parts and labour (some exceptions will apply please refer to the individual owners manual). If an engineer call out is required then a charge will be made in advance which will be refundable if a manufacturing fault is confirmed.
• Please also note that our warranties only cover domestic use; items for use in commercial properties might not be covered.
• Please note: we charge a 100 refundable fee to in-warranty customers for engineer call outs. This fee is to be paid over the phone prior to the call out. The call out charge is refundable only in the event that the inspection finds a manufacturing fault. If a manufacturing fault is not found, the engineer call-out will be treated as out of warranty and the charge will apply.
• Our warranty does not cover items used outside of the uk mainland and does not include the cost of the hire of a replacement product(s). For items purchased outside of mainland uk, we can provide a return to base warranty at our discretion and at your cost.
• Our warranties provide coverage only if you maintain or use the product as directed. For example, our warranty covers only personal uses - as opposed to business uses - of the product. If there are multiple users of the product, then we would not cover any product faults. Please note that if you have made any modifications to the product then this invalidates the manufacturers warranty and our guarantee.

You have a right to change your mind, but you must return the product at your own cost. The deadline for changing your mind.

11.1 If you change your mind about a product you must let us know no later than 14 days after the day we deliver it.

How to let us know

12.1 To let us know you want to change your mind, contact our customer service team.

You must return the product at your own cost.

13.1 You must return your product (and any free gifts provided with it) soon after telling us you have changed your mind. Returns are at your own cost, you can:

• 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 dont do this and we dont receive the goods at all or within a reasonable time we wont refund you the price.
• For a fee of 200 ask us to organise a collection for products which cant be posted, please contact our customer service team.
• Please note that large item returns only go to our warehouse and we cant accept these returns at any other location.

We reduce your refund if you have used or damaged a product

14.1 If you handle the product in a way which would not be acceptable, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the products condition is not as new. In some cases, because of the way you have treated the product, no refund may be due.

When and how we refund you

15.1 If you tell us youve changed your mind about a product that hasnt been delivered, we refund you as soon as possible and within 14 days. If youre sending your product back to us, we refund you within 14 days of receiving it. We refund you by the method you used for payment and we dont charge a fee for this.

We can change products and these terms. Changes we can always make.

16.1 We can always change a product:

• To reflect changes in relevant laws and regulatory requirements.
• To make minor technical adjustments and improvements. These are changes that dont affect your use of the product.

Changes we can only make if we give you notice and an option to terminate

17.1 We can also make the following types of change to the product or these terms, but if we do so well notify you and you can then contact our customer service team to end the contract before the change takes effect and receive a refund for any products youve paid for, but not received.

We can withdraw products

18.1 We can stop providing a product. We let you know as soon as possible in advance, and we refund any sums youve paid in advance for products which wont be provided.

We can end our contract with you

19.1 We can end our contract with you for a product and claim compensation due to us if:

• You dont make any payment to us when its due and you still don't make payment within 4 weeks of our final reminder to you that payment is due.
• You dont, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product.
• You dont, within a reasonable time, either allow us to deliver the product to you or collect it from us, we treat your order as cancelled and refund the purchase price.

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

20.1 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, were not responsible for delays outside our control.
• Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
• A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

We use your personal data as set out in our privacy notice

21.1 Muicksandy ltd are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the general data protection regulation gdpr). We collect information about you for two reasons: firstly, to process your order and secondly to provide you with the best service possible.

21.2 The type of information we will collect about you when you place an order or register on our website includes:

• Address
• Phone number
• E-mail address

21.3 This information is stored on our internal systems and our website simply verifies you as a customer of muicksandy. We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by visiting your own account or by contacting us. If you find any inaccuracies, we will delete or correct it promptly. The personal information that we hold will be held securely in accordance with our internal security policy and the law. We may use technology to track the patterns of behaviour of visitors to our site. We use the information you provide for the following purposes:

• Aid strategic development
• Audit usage of the site
• Providing the best possible service processing any orders you may have made
• Providing you with information about products and services we offer

21.4 If you have any questions or comments about your privacy you can e-mail us at: sales@muicksandy.co.uk.

21.5 Muick Sandy maintains a strict privacy policy in full accordance with the GDPR. We expect you to maintain the confidentiality of your username and password for your Muick Sandy account.

21.6 Unless otherwise stated, all rights, including copyright, in the content, text and graphics of these Muick Sandy web pages are owned and controlled for these purposes by Muick Sandy ltd. You are not permitted to copy, broadcast, download, store, transmit, show or play in public, adapt or change in any way the content of these Muick Sandy pages for any other purpose whatsoever, in any medium, without the prior written permission of Muick Sandy.

21.7 In accessing Muick Sandy web pages, you agree that you may only download the content for your own individual and non-commercial use.

21.8 Feel free to use small quotes as long as you acknowledge our site and provide a link back to the original source.

You have several options for resolving disputes with us

22.1 Our complaints procedure. Our customer service team will do their best to resolve any problems you have with us or our products. Please call them on 0800 043 2323. Alternatively, you can email us at customer.service@muicksandy.co.uk. We aim to respond to all emails within two working days.

22.2 If it is more appropriate to send in your complaint in writing, please send this to:

Muick Sandy, Unit 4, 221 Central Park, Bristol. BS14 9BZ.

We endeavour to acknowledge all complaints received by post within two working days.

You can go to court

23.1 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.

Other important terms apply to our contract

24.1 We can transfer our contract with you, so that a different organisation is responsible for supplying your product.

24.2 We will notify you in writing if this happens and well ensure that the transfer wont affect your rights under the contract. If you're unhappy with the transfer, you can contact our customer service team 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 can only transfer your contract with us to someone else if we agree to this

25.1 Our products are normally made for an individual and their specific requirements. The medical needs and suitability of the product may change, so we may not agree to transfer your contract and its guarantee or warranties to a new owner of the product. We will require a new owner to prove you transferred the product to them and provide adequate information about themselves and the intended use. For more information, please contact our customer service team.

If a court invalidates some of this contract, the rest of it will still apply

26.1 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

27.1. 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 cant do it later.