Surrey Knitting Company Ltd

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1. Introduction

These Terms and Conditions apply to the supply of goods by Surrey Knitting Company ("we," "us," "our") to you ("the customer," "you"). By placing an order via our website, you agree to be bound by these terms.

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2. Our Products (Natural Wool Disclaimer)

2.1 Natural Variations: Our products are made from 100% natural wool. Unlike synthetic fibres, wool is a natural material. Slight variations in colour, texture, and weave are inherent to the product and are not considered defects. 2.2 Pilling: "Pilling" (bobbling) is a natural occurrence in 100% wool products due to friction. It is not a sign of poor quality but a characteristic of natural fibres without synthetic stabilizers. 2.3 Images: We make every effort to display colours accurately, but we cannot guarantee that your device's display of the colours accurately reflects the colour of the goods.

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3. Care Instructions & Liability

3.1 Washing: 100% wool is susceptible to shrinkage if washed incorrectly. All goods are supplied with strict care instructions (e.g., Cool Hand Wash Only / Do Not Tumble Dry). 3.2 Damage: We are not liable for any damage, shrinkage, or felting caused by incorrect washing, drying, or general mishandling contrary to our care labels. We will not refund or replace items damaged through improper care.

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4. Orders and Payment

4.1 The contract between us is formed when we send you a Dispatch Confirmation email. 4.2 We reserve the right to cancel an order if the product is out of stock or if we identify a pricing error. In such cases, a full refund will be issued immediately.

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5. Delivery

5.1 We aim to dispatch goods within 2 working days. 5.2 Delivery times are estimates. We are not liable for delays caused by third-party couriers or events outside our control (e.g., postal strikes).

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6. Returns and Cancellations

In accordance with the Consumer Contracts Regulations 2013:

6.1 Right to Cancel: You have 14 days from the day you receive your goods to notify us if you wish to cancel/return your order. 6.2 Hygiene Policy (Socks): Due to hygiene reasons, we cannot accept returns on socks if they show signs of having been tried on. Socks must be returned in their original condition. 6.3 Headwear: Hats must be returned unworn, free of make-up/scent, and with tags attached. 6.4 Return Costs: Unless the item is faulty, you are responsible for the cost of return postage. We recommend using a tracked service.

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7. Faulty Goods

7.1 Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality. 7.2 If you believe an item is faulty (e.g., a manufacturing defect like a dropped stitch upon arrival), please contact us within 30 days for a full refund or replacement. 7.3 As stated in Clause 3, shrinkage due to washing is not considered a manufacturing defect.

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8. Limitation of Liability

To the extent permitted by law, we are not responsible for any indirect losses (such as loss of profit) arising from the use of our products. Our total liability to you shall not exceed the price paid for the goods.

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9. Governing Law

These terms are governed by English law and are subject to the exclusive jurisdiction of the courts of England and Wales.