Documentation

We believe in informing our customers and empowering them with customer-friendly policies

Mobility and comfort are our top priority

Delivery & Returns

Click to read our delivery and return policies

Delivery

This applies only to items, rainwear and accessories, available for direct online purchase and not made to measure/ one-off items including Scooter Canopies.

Within the UK, delivery will normally be by Royal Mail ( first class ), it will be made to the address given to us in your order. Items will be despatched within a few days and we will endeavour in all cases of a possible delay to let you know the reason for the delay and likely timescale. Where items are sent by Royal Mail, expect to add a further 2 days for delivery even by 1st class mail. Delivery to Eire, the Channel Islands or overseas will be charged individually, and you should contact us so that we can quote for the delivery.

If rapid delivery is particularly required please contact us so that we can discuss alternative arrangements (and charges) with you.

Returns policy

The Distance selling regulations allow customers a ‘cooling off period’, so from the date of delivery if you are unhappy with the product you will have 7 days to return the goods to us and we will give a full refund( less our carriage costs to you ). Return carriage to us will also normally be at your own cost. If you wish to return a product for any reason at all please check our full terms and conditions and contact us to request a RETURNS NUMBER ( RN ).

Warranty

All goods that we supply are warranted free from defects of material or workmanship for 12 months from the date of supply. This warranty does not affect any statutory rights that you have as a consumer. If goods are found to have a defect on arrival or if they develop a defect during the 12 month warranty period, you should follow our Returns procedure ( requires a RETURNS NUMBER (RN ).In the event of a valid claim for a defect in the new goods, we will ( at our option ) either:

  1. Replace the goods ( if we have them available )
  2. Repair the goods, or
  3. Refund or credit the amount that you have paid for the goods, within 30 days of the date that the goods are returned to us if returned in accordance with our returns procedure (see detailed terms and conditions )

These warranties do not apply where defects have arisen through fair wear and tear, negligence, failure to follow manufacturer’s or supplier’s instructions ( for example washing instructions  ), accident, or wilful damage carried out either by yourself or by a third party. They will not apply where any alteration or repair has been made to the goods without our prior written approval.

Damage in transit: where goods have been damaged in transit you should notify us within 2 working days of receipt. Sheerlines will arrange if necessary to arrange collection and send replacements. In certain circumstances, Sheerlines may require the return of the goods by you for verification. In these cases, we will issue a RETURNS NUMBER ( RN )and you should return the goods to us in accordance with our returns policy ( see detailed terms and conditions). Once we have verified that there is a fault, we will issue you with a replacement or a full refund and reimburse you with your reasonable return carriage costs.

VAT Exemptions

Read about VAT Exemptions

Most of our goods can be supplied exclusive of VAT but only if very specific requirements are fulfilled. These are:

  1. Products for the ‘chronically sick or disabled’ can be VAT exempt, but only where a declaration of disability is completed by the individual purchaser or by a responsible person on his/her behalf. Where eligible, customers are now allowed to tick a relevant checkbox ( see later when purchasing ) instead of being required to send in a form with an actual signature.
  2. Childrens’ items are zero-rated for VAT ( no VAT payable ) but note that adult size garments bought for larger children would only be VAT exempt if the declaration of disability is completed.
  3. Some items that are not designed or manufactured specifically or exclusively for the disabled / less able, cannot be exemptable in any circumstances. An example is a mirror which we buy in for adaptation to our canopies. These non-exempt items are always specified and priced INCLUSIVE of the VAT
  4. Products supplied by us to a Charity who will make these products available for use by a ‘qualifying individual’. Charities must be able to make it clear to us that they are eligible for zero-rating before we are able to allow this rating for them.

Under the terms of the relevant Notice, a person may only complete a declaration of disability if they are a person

  1. with a physical or mental impairment which has a long-term and substantial adverse effect upon his/her ability to carry out everyday activities;
  2. with a condition which the medical profession treats as a chronic illness, (such as diabetes)or,
  3. who is terminally ill.

The notice continues: ‘( the definition )  does not include a frail elderly person who is otherwise able-bodied, or any person who is only temporarily disabled or incapacitated, such as with a broken limb’. The notice makes it clear that a parent, spouse or guardian can act for ( ie buy from us ) and make a relevant declaration of disability on behalf of  a disabled / less able person if they are unable to do so for themselves

Read more about VAT exemption at the official government website.

Privacy Policy

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Data protection policy

Contents

  • Introduction
  • Information covered by the Act 
  • Data Protection Principles 
  • Conditions 
  • Individuals’ Rights 
  • Legal Requirements 
  • No commercial disposal to third parties 
  • Our commitment to Data Protection 
  • Further information

Introduction

In order to operate efficiently, we must collect information about people with whom we work or contact for the day to day running of our business. This may include current and past clients, members of the public, current, past and prospective employees, funded bodies and suppliers.  In addition, we may be required by law to collect and use information in order to comply with the requirements of government bodies.

From 25th May 2018 this personal information must be handled, processed and secured properly according to the General Data Protection Regulation 2018 (“GDPR”).

We consider that the correct treatment of personal data is integral to our successful operations and to maintaining trust of the persons we deal with.  We fully appreciate the underlying principles of the Act and support and adhere to its provisions.

Information covered by the Act

The Act uses the term ‘personal data’.  For information held by Sheerlines, personal data essentially means any recorded information held by us and from which a living individual can be identified.  It will include a variety of information including names, addresses, telephone numbers, email addresses and other personal details.  It will include any expression of opinion about a living individual or any indication of our intentions about that individual.

Data protection principles

We will comply with the eight enforceable data protection principles by making sure that personal data is:

  1. fairly and lawfully processed
  2. processed for limited purposes
  3. adequate, relevant and not excessive
  4. accurate and kept up to date
  5. not kept longer than necessary
  6. processed in accordance with the individual’s rights
  7. secure
  8. not transferred to countries outside the European Economic area unless the country to which the data is to be transferred has adequate protection for the individuals

Conditions

We will ensure that at least one of the following conditions is met before we process any personal data:

  1. the individual has consented to the processing
  2. the processing is necessary for the performance of a contract with the individual
  3. the processing is required under a legal obligation (other than one imposed by a contract)
  4. the processing is necessary to protect vital interests of the individual
  5. the processing is necessary in order to pursue our legitimate interests or those of third parties (unless it could unjustifiably prejudice the interests of the individual)

Under the Act, one of a set of additional conditions must be met for ‘sensitive personal data’.  This includes information about racial or ethnic origin, political opinions, religious and other beliefs, trade union membership, physical or mental health condition, sex life, criminal proceedings or convictions. We will ensure that one of the following additional conditions is met before we process any sensitive personal data:

  1. the individual has explicitly consented to the processing
  2. we are required by law to process the information for employment purposes
  3. we need to process the information in order to protect the vital interests of the individual or another person
  4. the processing is necessary to deal with the administration of justice or legal proceedings

Individuals’ rights

We will ensure that individuals are given their rights under the Act including:

  • the right to obtain their personal information from us except in limited circumstances
  • the right to ask us not to process personal data where it causes substantial unwarranted damage to them or anyone else
  • the right to claim compensation from us for damage and distress caused by any breach of the Act

Legal requirements

While it is unlikely, Sheerlines may be required to disclose your data by a court order or to comply with other legal requirements. We will use all reasonable endeavours to notify you before we do so, unless we are legally restricted from doing so.

No commercial disposal to third parties

Sheerlines shall not sell, rent, distribute or otherwise make data commercially available to any third party, except as described above or with your prior permission.

Our commitment to data protection

We will ensure that:

  • everyone managing and handling personal information understands that they are responsible for following good data protection practice
  • there is someone with specific responsibility for data protection in the organisation
  • staff who handle personal information are appropriately supervised and trained
  • queries about handling personal information are promptly and courteously dealt with
  • people know how to access their own personal information
  • methods of handling personal information are regularly assessed and evaluated
  • any disclosure of personal data will be in compliance with approved procedures.
  • we take all necessary steps to ensure that personal data is kept secure at all times against unauthorised or unlawful loss or disclosure
  • all contractors who are users of personal information supplied by Sheerlines will be required to confirm that they will abide by the requirements of the Act with regard to information supplied by us. 

We have appointed a head of information compliance to lead on data protection for Sheerlines.  This person is responsible for ensuring that the policy is effectively implemented. 

Newsletter and Marketing

  • All people signing up to our marketing and newsletters will have opted in to be part of the list
  • We use MailChimp as our email marketing provider and they also comply with the GDPR regulations. Read their policy here: https://mailchimp.com/legal/privacy/
  • To opt out of our Newsletter please use the unsubscribe button at the bottom of the newsletter you receive from us.

Corrections and errors

If you receive any communication from Sheerlines that was not intended for you or if there is an error in our communication, please accept our apologies and email us back so that we can rectify the error.

Cookies Policy

Sheerlines uses cookies on http://www.sheerlines.co.uk  ,  by using the Service you consent to the use of cookies.

Our Cookies Policy explains what cookies are, how we use cookies, how third-parties we may partner with may use cookies on the Service, your choices regarding cookies and further information about cookies.

What are cookies?

Cookies are small pieces of text sent by your web browser by a website you visit. A cookie file is stored in your web browser and allows the Service or a third-party to recognise you and make your next visit easier and the Service more useful to you.

Cookies can be “persistent” or “session” cookies.

How Sheerlines uses cookies

When you use and access the Service, we may place a number of cookies files in your web browser.

We use cookies for the following purposes: to enable certain functions of the service, to provide analytics and to store your preferences.

We use both session and persistent cookies on the service and we use different types of cookies to run the Service:

Third-party cookies

In addition to our own cookies, we may also use various third-parties cookies to report usage statistics of the Service. An example of this being Google Analytics.

What are your choices regarding cookies

If you’d like to delete cookies or instruct your web browser to delete or refuse cookies, please visit the help pages of your web browser.

Please note, however, that if you delete cookies or refuse to accept them, you might not be able to use all of the features we offer, you may not be able to store your preferences, and some of our pages might not display properly.

Terms & Conditions

Click to read our delivery and return policies

Terms and Conditions of sale

Note that these terms relate only to items available for sale on our website www.sheerlines.co.uk (and covered by the Distance selling regulations) and do not (for example) cover Canopies and canopy related products, which are made to special order after detailed discussion of requirements and are covered by other terms and conditions which are available on request. These terms and conditions also only apply to Retail customers and do not apply to business-to-business sales/ purchases, where different terms and conditions apply (available on request).

As an individual customer, you will be asked to make sure that you are aware of these terms and conditions before you place your order, and the placing of the order and agreement by means of ticking an appropriate ‘checkbox’ before purchasing, will indicate your acceptance of the terms. Please read them carefully and print a copy for reference. These terms and conditions do not affect any of your statutory rights. Note that to order from us you must be at least 18 years of age. We will treat every order for goods as an agreement by you to purchase the goods subject to these terms and conditions. Note that we reserve the right to refuse to supply any goods to you entirely at our discretion.

Suitability of our products

You will appreciate that we are not able to assess online, whether the articles that you are purchasing will be suitable for your personal use. This is a responsibility that you must take for yourself. Any advice or information offered by a member of our staff will be in good faith but can only be for general guidance purposes. If you have any doubts about the suitability of one of our products, we must recommend that you take the advice of a qualified occupational therapist or person with similar qualifications.

Description of goods/warranty and liability

The description and price of the goods that you order will be as shown on our website on the date of the order, but we reserve the right to cancel any order if the price shown on the website is incorrect as a result of a simple error. In such a case we will notify you within 7 days of receipt of your order and offer the option of replacing the order at the correct price or cancelling the order.

Delivery

Within the UK delivery will normally be by Royal mail (first class) or a next day courier to the address given to us by you. Prices available on request.

We are not responsible for abnormal weather and will not refund delivery charges if your order arrives late due to adverse or abnormal weather.

Force majeure; We are not under any liability whatever in the event that we are prevented or delayed from supplying or making delivery of any goods for any reason or cause that is beyond our control.

We may have to deliver your goods in instalments.

Delivery of our products will be made to the customer’s address and the customer will need to take all arrangements necessary to take delivery of the goods whenever tendered for delivery. Customers may incur additional costs if not in when a courier attempts to deliver your order.

Payment

Payment for our products can be made using all credit or debit cards shown on the website at the time you place your order. Payment is due before the delivery date and valid payment is a fundamental term of the agreement, breach of which will allow us to terminate the contract immediately. There will be no delivery until cleared funds have been received. (The only exception would be for business accounts where we have agreed credit facilities and where other terms and conditions are in force)

Time limits for Notification of claims

Damage in transit

The customer must sign the driver’s manifest’ unchecked’ because it is not always possible to check for internal damage on delivery. If there is any damage identified on opening the packet, Sheerlines must always be notified within 48 hours. The customer must retain the packaging which may be necessary in order for us to make a valid claim, if necessary, against the courier. Sheerlines will arrange, if necessary, collection and send replacements. We cannot accept any claims for damage if the above timescale is not adhered to.

Shortages

It is the customer’s responsibility to sign for the correct number of parcels delivered. Any shortages must be noted on the driver’s manifest /consignment note and notified to Sheerlines within 48hours of delivery. Once we have verified that there is a fault, we will issue the customer with a replacement or full refund. If an item is missing but the customer has mistakenly signed for an incorrect number of parcels, he/she should notify us within 48 hours. The matter will be investigated and Sheerlines will inform the customer what is going to happen. In certain circumstances, we will ask the customer to return the goods for verification. In these cases, we will issue a Returns number (RN) which should be shown on the return package. In these circumstances, reasonable return carriage costs will be reimbursed by Sheerlines within 7 days of return.

Incorrect Goods

The customer should notify us if goods are incorrectly supplied within 48 hours of delivery. If the goods are not as ordered they should not be opened or used but returned to us by Royal Mail for replacement. (Please first contact us to obtain a Returns number (RN) in accordance with our returns policy see below). We will replace the goods and reimburse the customer with reasonable return carriage costs.

Warranty

All goods that we supply are warranted free from defects of material or workmanship for 12 months from the date of supply. This warranty does not affect any statutory rights that you have as a customer. If goods are found to have a defect on arrival or if they develop a defect during the 12 months warranty period, the customer should follow our returns policy and contact us for a Returns Number (RN). In the event of a valid claim for a defect during the 12-month warranty period, we will (at our option) either

1/ replace the goods (if they are available) or

2/ Repair the goods, or

3/ Refund or credit the amount that you have paid for the goods (+ the cost of your reasonable carriage costs covering the return of the goods to us)

within 30 days of the date that the goods were returned to us, if returned in accordance with our return’s rules (see below)

These warranties do not apply where defects have arisen through fair wear and tear, negligence on the part of the customer, or wilful damage caused by the Customer or by a third party. They will also not apply where any alteration or repair has been made to the goods without our prior written approval.

Cancellation of orders

Orders cancelled before despatch will ordinarily be cancelled without charge. However, if your payment has cleared, any refund will be made minus any bank charges incurred by us. The amounts will vary, but are approximately 3% for card payments and £3 for cheques. In certain cases, cancellation may not be accepted, (for example, where specific alterations / special work has been requested, and have been started or completed. In these cases, charges (up to 100%) may be applicable.

Orders cancelled after despatch will be subject to credit only once the items are returned to Sheerlines in perfect condition.

Items returned if you change your mind

The Distance Selling Regulations allow retail customers a ‘cooling off’ period, so, from the date of delivery, if you are unhappy with the product, you will have 7 days to return the goods to us and we will give you a full refund (less our carriage costs to you) within 30 days. Return carriage from yourself will be at your own cost in these circumstances. Should you fail to return the goods to us in good condition, Sheerlines reserves the right to deduct any reasonable direct costs incurred in retrieving the goods as a result of your failure to return.

Rules in the case of Returns

1/ The customer is responsible for the safe return of goods.

2/ All returns must be assigned a ‘Returns Number’ (RN). This can be obtained by emailing us at sales@sheerlines.co.uk.

3/ Returns numbers allow us to classify the problems attaching to returns, and to authorise the return. Please do not send us items without a Returns number or they may be returned to you. Only when an RN has been allocated should you return the package. Please mark the returns number on the OUTSIDE of the packaging. Please make sure that everything is included and use adequate packaging to ensure that it comes back to us without damage and in a re-saleable condition (unless the customer can prove by reference back to the original RN that the reason for return was product damage when originally sent out to the customer).

4/ We will refund your original delivery charge when a product is faulty, damaged or incorrect, but NOT in cases where a product is simply returned unwanted. This policy also applies to the cost of return carriage from the customer.

5/ We reserve the right to refuse to accept the return of products where the above criteria are not complied with.

Refunds

Refunds will normally be made by the same method as the original payment. Refunds will normally be made within 4 days of a return being received, assuming that the conditions above have been adhered to. Please allow a reasonable amount of time for the mechanics of the credit to reach your bank (eg for a cheque to clear). In any case, we reserve the right to make a credit within a maximum of 30 days from the date of the return, assuming that all other criteria have been met.

Limitation of Liability

1/ Sheerlines shall not be liable for any loss or damage in circumstances where there is no breach of a legal duty owed to you by Sheerlines or its employees or agents;

b/ any loss or damage is not a foreseeable result of a breach of a legal duty;

c/ there is an increase in loss or damage resulting from the customer’s own actions, or the customer’s breach of our terms and conditions;

d/ there is any indirect or consequential loss, liability or loss.

e/ Nothing in these conditions excludes or limits the liability of Sheerlines Ltd for death or injury caused by Sheerlines Ltd negligence or misrepresentation,

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