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The Poles Company Terms & Conditions

About Us The Poles Company is a trading name of The Designer Poles Company Ltd (Company No. 7037141). The Poles Company is completely dedicated to your total satisfaction. If you have any suggestions or comments please email us using the link on the store page.

Our Contact details:
The Poles Company
5 Eliot Drive St Germans Saltash Cornwall PL12 5NL UK
Phone: 01503 232737
VAT Number 862 5287 05
Making A Purchase Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

We accept Mastercard, Visa and Visa Debit cards and also American Express. When going through the checkout you can pay via the secure Sage Pay payment gateway which includes PayPal Express checkout. We do not see or have access to your card details. If you prefer you may send your credit card information via phone.

When confirmation of order is received, this is to indicate that we have received your order. The next stage is moving to processing. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing (either human or technical error), that we have inadvertently under-priced goods and an underpayment has been made, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
Shipping And Handling We are a UK based store and specialise in supplying to UK customers including Northern Ireland, Scottish Isles, Isle of Man, Isle of Wight and the Channel islands. We also ship to Republic of Ireland. We do not ship Internationally.

Please find below our Terms & Conditions. If you do not agree to them please do not use the site.

Delivery is free for orders over £95 to UK mainland only

For orders under £95 to UK mainland there is a charge of £7.50

For deliveries to Scottish Isles, Isle of Man, & Isle of Wight and Scilly Isles there is a charge of £17.50 incl Vat

For deliveries to Isle of Arran there is a charge of £10.00 incl VAT

For deliveries to Northern Ireland there is a charge of £19.50 incl VAT

For deliveries to Republic of Ireland there is a charge of £37.50 incl Vat

The majority of orders for stock items are dispatched within 48 hours, however, please allow up to 5 working days for your delivery
If you have not received your goods within the time please contact us direct.
If we are unable to meet delivery times for whatever reason we will contact you either via telephone or email

Sometimes an item may be out of stock and delivery times will be longer. We will contact you if this is the case. (See Back Orders)

Orders for non-stock items are indicated where the estimated delivery is longer than 5 working days.

The estimated delivery time is usually the maximum time an item should take from ordering to delivery.We shall use all reasonable endeavours to meet delivery times, however delivery dates cannot be guaranteed and therefore we shall not be liable for any losses, costs, damages or expenses incurred by you or any third party arising directly or indirectly out of any failure to meet any estimated delivery date.

We therefore recommend you do not book a fitter until yo have received your order and checked it is complete.

All deliveries must be signed for. It is the customers responsibility to ensure they sign for the correct number of parcels delivered by the courier. We cannot accept responsibility for any shortages if the customer signs for the incorrect number of parcels delivered.

In the event we have been unable to make delivery after several attempts because you have not been at home the goods will be returned to us by the courier. We will notify you of this. A re-delivery charge will be incurred which will be passed on to you.

Any Damaged parcel must be brought to the attention of the courier.
Damaged parcels should not be accepted. All couriers are expected to stay a short time for parcels to be inspected for damage. If you wish to check that the goods in any damaged parcel are in good condition you should do so. Once the parcel is signed for in good condition they then become your property and The Poles Company is not responsible for any damage in transit.

Unfortunately we cannot determine what time the delivery will be. It could be any time between 9am and 5pm. Couriers are unable to contact customers prior to delivery. If you wish, you can give a delivery address other than your home address.

Customers are responsible for checking they have received the correct quantity of products ordered. Any shortages in the order must be reported within three working days. It is also the customers responsibility to check that the goods are not damaged within the packaging. Any damaged product must be reported within three working days of receipt. Claims for shortages or damaged items cannot be considered after these times.

Except as may be implied by law where the Buyer is dealing as a Consumer, in the event of any breach of these Terms and Conditions by the Seller the remedies of the Buyer shall be limited to damages which shall in no circumstances exceed the Price of the Goods and the Seller shall under no circumstances be liable for any indirect, incidental or consequential loss or damage whatever.

Nothing in these Terms and Conditions shall exclude or limit the liability of the Seller for death or personal injury resulting from the negligence of the Seller or that of the Seller''s agents or employees.

Delivery Schedule 
Back Orders - If your item is out of stock and going to be longer than the estimated delivery times shown on the site we will do the following: -

Advise you of the delay by e-mail or telephone, with the option to cancel the order/re-select if required.

Back Orders If your item is out of stock and going to be longer than the estimated delivery times shown on the site we will do the following: -

Advise you of the delay by e-mail or telephone, with the option to cancel the order/re-select if required.
Tax Charges For orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free.
Credit Card Security When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. . There is a choice of paying via PayPal when going through the Sage Pay payment gateway. . No card ir sensitive information is seen or stored by us when going through our checkout.
Guarantee We guarantee your satisfaction. All of our products come with a 30 day no quibble guarantee.
Reaching Us If you need to reach us, please email us using the link on the store page, alternatively, you can call on 01503 232737 (International +44 01503 232737) or write to us at 5 Eliot Drive St Germans Saltash Cornwall PL12 5NL UK.
Privacy Policy: The Poles Company values your privacy - View our full Privacy Policy here

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.
Returns Policy - CANCELLATION - Your right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations you have the right to cancel a order within 14 working days (after goods delivered) and get a full refund. The refund will include any delivery charges. The cost of returning the goods is borne by the customer who is responsible for the safe return of the items.

Where the Right To Cancel period has expired the company Returns Policy conditions apply.

Returns Policy 
If you are not happy with your purchase for any reason you can return it to us and we will refund you with the amount you paid for that item. Returns must be made within 30 days of the purchase date.
Goods must be unused.
Made to measure curtain poles, and tracks & special orders do not fall within this policy and are not returnable. This does not affect your statutory rights for instance if the goods are faulty or not fit for purpose.

When we have received the goods and checked them we will credit your card (if you paid by card) Please note: Returned items should be posted back to us or sent back by carrier.
If you want us arrange the collection and use our carriers we will need to make a charge of £16.50.This collection option applies to UK Mainland only.
Carriage costs on orders under £75 are not refunded where returns are outside the Right to Cancel period.

Returns are not considered once the 30-day period has been exceeded.

  • In the first instance please contact us to let us know you wish to return any items. 
  • We will need to know your order reference, the name or code of the items you are returning and the date you ordered. 
  • We will then provide you with the address to return the items to. 
  • If you want us arrange the collection and use our carriers we will need to take your credit card details to deduct the £16.50 (see Returns Policy) This collection option applies to UK Mainland only.

In the event you may wish to exchange goods, the above Returns Procedure applies and the new goods will constitute a new order under standard terms.

As Made to Measure are to customer specification they cannot be returned under normal conditions. Only under Manufactures defect can they be returned. PLEASE ENSURE ALL MEASUREMENTS ARE ACCURATE AND THAT ALL SPECIFICATIONS ARE UNDERSTOOD, WE CANNOT ACCEPT ALTERATIONS, CANCELLATIONS OR LIABILITY FOR INCORRECT INSTRUCTIONS OR MEASUREMENTS.