Home > Terms and Conditions

1 Products
1.1 Please note all products are subject to availability.
1.2 In the event of unavailability of any product, Jos Von Arx reserves the right to change all or some of the product to provide one of equal or greater value without notice. If in the event you are not satisfied with the replacement, it can be returned within 7 days of delivery for a full refund for replacement products only.
1.3 In the event, for whatever reason, we are unable to fulfill your order or unable to supply a suitable alternative, we shall notify you as soon as possible and reimburse you in full no later than 30 days after the intended delivery date. For orders with credit accounts, these items will be removed from your invoice and you will not be
charged for them.

2 Prices
2.1 All prices quoted are exclusive of VAT. VAT is to be added at the standard prevailing rate (currently 20%) to the total cost of each order including delivery charges.

3 Ordering
3.1 In order for us to deliver your order on the specified date and to avoid any delays, we require clear and accurate details of the recipient’s name, address including postcode and contact telephone number(s) together with your email address and your daytime telephone number/mobile number.
3.2 We accept payment via bank transfer to the bank account details provided in your invoice, via cheque delivered to the address provided in your invoice or all major credit and debit cards. Your order will only be processed in accordance to agreed payment terms.
3.3 By signing this order you are agreeing to these Terms and Conditions.
3.4 Orders received on a Bank Holiday will be processed on the next available working day.
3.5 Once an order has been placed, an online account will be created for you and password sent to you from our website (starting from March 2012). The online account will give you access to our collection, details, display and other information and can be used as a tool for easy re-ordering (please also see privacy policy Section 9).

4 Progress of Order
4.1 If you require details of the progress of your order, please call our Customer service Help Line on 0800 012 6795 and select office and warehouse. For accurate updates please quote your region and full company name and order number.
4.2 Investigations into the progress of your order will be implemented and communicated to you as soon as possible.
4.3 No delivery confirmation is automatically sent.

5 Delivery
5.1 Whilst we agree to use all reasonable endeavours to ensure that delivery will be made on the requested delivery date, actual delivery will be via a third party courier service.
5.2 In the rare event of delivery on the requested terms not being possible, we shall endeavour to give you as much prior notice as possible and to make alternative arrangements to ensure delivery is achieved as swiftly as possible.
5.3 Delivery to a location or organisation where a third party will receive the delivery, such as to an office, shop, department store, warehouse etc., the signature of any person authorised to accept delivery on behalf of the organisation shall be deemed proof of delivery.
5.4 Customers requesting delivery to remote rural areas will be advised of any additional delivery charges in advance before processing the order.
5.5 No deliveries are carried out on Saturdays, Sundays or Bank Holidays.

6 Cancellation Policy
6.1 Orders can be cancelled up to 48 hours after purchase. Orders may be amended up to 48 hours after the order has been placed. Packing and processing of the order will begin 48 hours after order placement. For urgent order, amendments or cancellations cannot be made, please note.
6.2 To amend or cancel your order within 48 hours, please contact Customer service Help Line on 0800 012 6795 and select office and warehouse.
6.3 If the goods are already dispatched, and the customer wishes to amend or cancel the order the customer can be asked to return the goods and will be charged for returning them, please note for the protection of the goods returns must be via a reliable courier service and pickup will be arranged by Jos Von Arx .
6.4 Where the customer exercises their right to cancel, we will refund the full amount within 30 days of cancellation.

7 Statutory Rights
7.1 Jos Von Arx is committed to providing you with the best possible service. If you are not satisfied in any way with the service you have received, please let us know via our Customer Services Department (see Section 10.1) and your complaint will be fully investigated.
7.2 If we agree that your complaint is genuine, a suitable replacement or refund may be given. This does not affect your statutory rights as a consumer.

8 Disclaimer
8.1 We shall be released from our obligations under these Terms and Conditions due to events beyond our reasonable control, such as flood, fire, drought, civil commotion, etc.
8.2 We shall endeavour to ensure that the Jos Von Arx Website and Telesales Department is always fully operational and error-free. However, we cannot accept responsibility or liability in the unlikely event of defects or interruption of our service.
8.3 We exclude all liability for any claims, losses, demands and damages including, without limitation, any costs, loss of profits, loss of contracts or business opportunities, loss of data and any other consequential, incidental,
special or punitive damages, even if we have been advised of the possibility of such damages arising directly or indirectly out of or in any way connected with your use of or inability to access the Jos Von Arx Website and/or the Jos Von Arx Service, whether arising in contract, tort (including negligence), under statute or otherwise provided that nothing contained in these Terms and Conditions affects or will affect you or the recipient’s statutory rights in
relation to the quality, fitness or description of the products supplied by Jos Von Arx.

9 Privacy Policy
9.1 Jos Von Arx maintains confidentiality of all personal information and commits to ensuring as much as possible its security on our systems. No information is disclosed to third parties without prior consent from the customer.
9.2 We employ the most up-to-date Internet security: we password protect and use encryption techniques and install firewalls as necessary.
9.3 Jos Von Arx does not store customer’s payment details or records. And online payments are handled by secure payment systems such as paypal.
9.4 We comply with the requirement of all current data protection legislation including, without limitation, the Date Protection Act 1998. We only use personal data received from you for the purpose of fulfilling your order.
9.5 No system can be 100% guaranteed and we cannot guarantee the security of any information that you transmit or give us to us.
9.6 If you would like to speak to us regarding matters of privacy, please contact our Customer Services Department (see Section 10.1).

10 Customer Service
10.1 Should you have any questions, concerns or complaints about our products or services, please address your

Queries to:
By post:
Customer Service Department
JOS VON ARX UK LTD
BLOCK 7, UNIT 3
WHITESIDE INDUSTRIAL ESTATE
BATHGATE, WEST LOTHIAN
EH48 2RX
Mr. Stuart Lindsay
By phone:
0800 012 6795
Lines are open from 10.00 am to 3.00 pm, Monday to Friday
By email:
contactus@josvonarx.co.uk
10.2 We aim to acknowledge all queries within 3 working days and deal with complaints fully within 5 working days.
10.3 Complaints must be made within 3 working days of delivery. Complaints not received within 7 working days will not be considered.

11.0 General
11.1 We reserve the right to supplement and amend the Terms and Conditions. It is your responsibility as the customer to review them on each occasion you access the Jos Von Arx Website or receive this Order form.
11.2 We reserve the right to suspend, restrict or terminate access to the Jos Von Arx Website and/or Jos Von Arx Services for any reason at any time.
11.3 Your purchase will be deemed to have occurred in the UK. These Terms and Conditions shall be governed by and construed in accordance with British Law and the parties agree to submit to the exclusive jurisdiction of the British courts.