Online Purchases Terms

1. Terms of Sale for Online Purchases

1.1. Introduction

• These terms apply to all online purchases of goods from our website. By placing an order, you agree to be bound by these Terms of Sale.
• Your purchase is with W. Uden & Sons Limited, a company registered in England and Wales. Our registered office is 51-53 Passey Place, Eltham, London, SE9 5DA.

1.2. The Contract Between Us

• When you place an order, you are making an offer to buy goods.
• We will send you an “Order Confirmation” email detailing the products you have ordered. For all customised and personalised goods, a legally binding contract between us is formed at this point. This is because work on your bespoke item may begin immediately.
• We reserve the right to refuse an order, for example, if there has been a pricing error or we are unable to source materials. If we refuse your order, we will inform you and issue a full refund.

1.3. Products & Pricing

• All prices are shown in Pounds Sterling (£) and are inclusive of VAT where applicable.
• We make every effort to ensure that product descriptions are accurate. However, images are for illustrative purposes only.

1.4. Payment

• Payment is taken at the time of order via our secure payment provider, Blink Payments.

1.5. Collection of Goods

• All goods are for collection only. We do not offer a delivery service.
• You will be able to select your preferred collection office during the checkout process. A full list of our offices is available on our Contact Us page.
• It is your responsibility to collect the goods from the office you have selected.
• Timescale: Your order will usually be available for collection within 14 days. Please note that highly customised items may take longer, but we will advise you of any expected delay. We will notify you by telephone or email when your order is ready.
• Proof of Collection: To collect your order, you must present a copy of your Order Confirmation email and one form of valid photo ID (e.g., driving licence, passport).
• Uncollected Goods: If an order is not collected, we will make reasonable attempts to contact you. We will hold uncollected goods securely for a minimum of 90 days.

1.6. Right to Cancel and Returns Policy

• IMPORTANT: Due to the bespoke, personalised, and sensitive nature of our products (urns for the placement of ashes), the statutory 14-day “cooling-off” period under the Consumer Contracts Regulations 2013 does not apply.
• Returns for personalised, customised, or sealed items containing ashes are not accepted. Please ensure you are certain before placing your order.
• Faulty Goods: This does not affect your statutory rights. Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality. If you collect an item that is faulty or damaged, please contact the collection office or our Head Office immediately. We will offer a repair, replacement, or refund in accordance with your legal rights.

1.7. General

• These terms are governed by English law.

2. Returns & Refunds Policy

At W. Uden & Sons, we take great care in preparing each order. It is important for customers to understand our returns policy before making a purchase.

2.1 Non-Returnable Items

• Due to the personalised, bespoke, and sensitive nature of our products, such as urns which may be customised or contain ashes, they are not eligible for return or refund under the 14-day “cooling-off” period.
• Once an order for a personalised item is placed and confirmed, it cannot be cancelled or returned if you change your mind. We urge you to check all details carefully before finalising your purchase.

2.2 Faulty or Damaged Goods

• Your statutory rights under the Consumer Rights Act 2015 are not affected. You are entitled to goods that are of satisfactory quality, fit for purpose, and as described.
• We ask that you inspect your item upon collection. In the unlikely event that your item is faulty, damaged, or not as ordered, please notify the staff at the collection office immediately.
• What to do:
  1. Inform our Head Office or the office you collected from as soon as you discover the fault.
  2. If a return is agreed, the item should be returned to the office it was collected from.
  3. Following an inspection, we will offer a repair, replacement, or full refund in line with your legal rights.

For any questions about returns, please contact our Head Office at 020 8850 2868.