Terms and Conditions

Returns

Returns should be made in the original, undamaged packaging, and we reserve the right to withhold a percentage of the refund value of returned goods if the product or packaging is in such a condition that the item needs to be reduced in price or repaired for resale. It is your responsibility to ensure that the goods you return are insured as Rock and Rainbow cannot be held responsible for goods that fail to reach us.

Refund Policy

The product you wish to return must be in a saleable condition in its original, undamaged packaging. Once we have received the goods we will consider the overall condition of the product before making your refund. We will refund the price of the item to the purchaser or exchange it as soon as it is received by us. Refunds for items bought online or mail order are processed within 72 hours of receiving the goods back into our warehouse. 

Cancelling your order

If you place your order online or by mail order, distance selling regulations give you the right to cancel at any time up to seven days after receiving your goods (these terms do not apply to made to order or personalised orders). All mail order or online order cancellations must be made in writing to rockandrainbow@hotmail.co.uk and received within the seven day time frame. Verbal cancellations cannot be accepted. If we have to collect items you will incur a collection charge.

Payment

Payment is taken on order. You have statutory protection to the value of the ordered goods when paying with a credit card in the unlikely event that your goods do not arrive.

Lucy Willow Ltd accepts all major credit cards (except Diners Card). Cheques should be made payable to Lucy Willow Ltd and sent to the above address.

Delivery Costs

For delivery charges please refer to our Delivery page.

Delivery

At Rock and Rainbow we try to make the delivery process as simple as possible and are able to send your order either to your home or to your place of work. It is your responsibility to provide us with accurate and complete delivery details. If you believe you have made an error in the delivery information provided, please contact us to let us know. 

Delivery times are calculated in working days Monday to Friday. If you order after 2pm the next working day will be considered the first working day for delivery. In case of bank holidays and over the Christmas period, please allow an extra two working days.

For in stock products, we aim to deliver within 3-5 working days but sometimes due to high order volume certain in sales periods please allow 2 extra days before contacting us. We will attempt to email you if we become aware of an unexpected delay. For out of stock 

All small orders are sent out via Hermes, DPD or Royal Mail depending on the size and weight of the order. If your order is over £45.00 it may be dispatched via a tracked service, which will require a signature, if you are not present a card will be left to advise you to on how to retrieve your goods.

Each item will be attempted to be delivered twice (Hermes will attempt 3 times). Failed deliveries after this can be delivered at an extra cost to you or you can collect the package from your local post office collection point.

Should a domestic parcel remain outstanding 10 working days after dispatch, it may be eligible for a free replacement. 

We are only able to deliver to addresses within the United Kingdom and it might not be possible for us to deliver to some locations.

The final discretion as to whether the parcel shall be replaced is ours. Please be advised that we cannot entertain claims for parcels dispatched to PO Box addresses or to drop shipping customers who have not upgraded to a tracked service.   

You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss, damage or destruction.

On arrival, all goods must be inspected within reasonable time. Any damages or shortages cannot be corrected after 7 working days ('Working Day' means all days other than Saturdays, Sundays and public holidays).

Please do not fix or install any goods that appear damaged. If you use the goods, you have deemed to have accepted them.

Your Order Confirmation

We will send you a confirmation email detailing the precise order received. Please check this confirmation carefully and advise us immediately on 07951687302 if there are any errors.

Incomplete Deliveries

If you have not received the entire order as detailed in the order confirmation sent to you please call us on 07951687302 between 9am and 5.30pm Monday to Friday. You can email us anytime on rockandrainbow@hotmail.co.uk. Missing products must be advised on the day of delivery.

Contract cancellation - mail order and online orders only

Please note that distance selling regulations entitle you to cancel your contract with Rock and Rainbow if you so wish provided that you exercise your rights within 7 working days after the day on which you receive your goods.

If you wish to exercise your right to cancel your order please write to Customer Services. We can only accept cancellations that are received in writing by emailing rockandrainbow@hotmail.co.uk. 

Please note that your right to return goods or cancel your order does NOT apply to personalised items or made to order items and no refunds or replacements can be made.

Description of products

Each product purchased is sold subject to its Product Description which sets out additional Specific Conditions related to that Product including, without limitation, terms and conditions concerning estimated delivery dates and times, warranties, after-sales service and guarantees.

We will take all reasonable care to ensure that all details, descriptions and prices of products are correct. However we do not warrant that product descriptions or other content is accurate complete reliable, or error free.


From time to time there may be information on Rock and Rainbow that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing and availability.

We reserve the right to correct ant errors inaccuracies or omissions and to change or update information at any time without prior notice. (Including after you have submitted your order) We apologies for any inconvenience this may cause you. 

Payment

All prices are inclusive of VAT (where applicable) at the current rate. The total cost of your order is the price of your goods, plus delivery charges. Payment can be made by most major credit cards and cash.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

Transaction Refusal

We reserve the right to withdraw any products from offer in our brochures or website at any time and/or remove or edit any materials or content. We also reserve the right to refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion.

We will not be liable to you or any third party by reason of our withdrawing any of our products from our website or brochure whether or not that product has been sold; removing or editing any materials or content on the Website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

To be eligible to purchase from our website and lawfully enter into and form contracts on our website under law you must:
- Register by providing your real name, phone number, e-mail address, payment details and other requested information
- Be over 18 years of age
- Stipulate a delivery address in the United Kingdom. Please note that PO box numbers, hotels and accommodation addresses are not acceptable
- Possess a valid credit or debit card issued by a bank acceptable to us
By making an offer to buy any of our goods, you specifically authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time, including but not limited to your debit or credit card number or credit reports, to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.

Law of Contract

This contract shall be Governed by the law of England & Wales and any dispute, question or remedy, howsoever arising determined exclusively by the Court of England and Wales.