Terms

Shopping Terms - Terms and Conditions

Please note all sales are processed in British Pounds exchange rates are set by your credit card company not us.

Customers that use this site to order will agree to the terms and conditions of use. If you do not agree with these terms and conditions you will not be able to use this site.

We reserve the right to update or modify the terms and conditions on this site at any time

Please ensure you reread these terms and conditions on each visit to the site.

Master Plastics reserve the right to refuse any order without giving reason or to request further information so as to allow that order to be processed. You will receive an automatic email upon placing an order this is only an acknowledgement that your order has been received.

Your order will be acknowledged by email on the understanding that delivery is subject to stock availability. When items are out of stock you will be notified via your e-mail address or by telephone as to when your order can be processed if this is not within 21 days you can cancel your order and a full refund will be made.

Please note

Please note each pond product is designed for a specific purpose do not start to install your purchase until you have read all the information in the box.

Handling complaints

We at Master Plastics are committed to complete customer satisfaction.

In 19 years of trading we have had very few complaints however if you need assistance of any kind you can contact our customer services representative Claire Beer between 11am and 4pm on any week day either by email to claire@master-plastics.co.uk or by telephone on 0117 971 9922 

Should you have a complaint about any aspect of our service, goods or delivery times please contact us by email or telephone.

We will respond to any complaint within 3 working days. In most cases we resolve the problem during your initial phone call.

All complaints will be dealt in a, Fair, Confidential and effective manor.

Person responsible for logging complaints and reviewing them: Rob Howes

You statuary rights are acknowledged by Master Plastics however we can not except responsibility for failure to deliver your goods on time. We always do our best to deliver to you on time as agreed normally with in six working days however we do not guarantee to deliver and we can not accept any responsibility for any losses you may incur due to late or non delivery.

Unsolicited e-mail

We will NOT give your email address to any other company

We will not send unsolicited email to consumers unless you have first given your consent.

Customer support and service
You can contact us by email or by phoning (0117) 971 9922 between 11am – 4.30pm Mon to Friday. Calls charged a normal cost.

External Sites
External sites many third party sites link to us we do not have any control as to the content or management and as such we accept no responsibility for their content what so ever.

However, if you feel a site blatantly tricked or mislead you in any way please let us know so we can take appropriate action

All sizes given are approximate - Manufactures terms and condition will apply to the installation of certain products. Many products on this site carry a manufactures guarantee this is supplied by the manufacture and not by Master Plastics

The terms and conditions do not affect your statutory rights as a customer.

Please check your goods when they are delivered as once you have signed for them we can not exchange damaged goods or replace missing parts delivery notes are sent with all orders.

Returning Goods

Faulty Goods
You have seven days from the date of receipt of your goods to inspect them for faults. If the goods are faulty you should contact us either by phone or email within the seven days quoting date of order and order number. We will collect the faulty goods for inspection and replace them at our cost. You also have the right to claim costs associated with faulty goods such as phone and postage costs.

Unwanted Goods
Orders may be cancelled within 7 working days without giving a reason. The customer is responsible for all charges incurred returning goods, which will differ from that of the delivery charge. All other monies paid will be refunded within 30 days (excluding postage), The 7 day cancellation period will commence on the day following the customer receives their order. Goods must be returned in the same condition as delivered, therefore cellophane protection should not be removed and goods not cut. Boxed items must be returned complete, not part used.

Made to measure goods are excluded from this clauses.

Non Delivery
If whole or part of your order is not delivered you must contact us within seven days of receipt either by phone or email quoting order date and order number and we will resend the items immediately for next day delivery. If however we are unable to send the goods and you need to purchase the items locally we will refund the cost plus the difference (within in reason) if more expensive elsewhere