The Poles Company Terms & Conditions

About Us The Poles Company is a trading name of The Designer Poles Company Ltd (Company No. 7037141). The website is owned and operated by The Designer Poles Company Ltd.

Our Contact details:
The Poles Company
Unit 6 High Wycombe Business Park, Genoa Way, High Wycombe, Buckinghamshire, HP11 1NY
Phone: 01503 232737

VAT Number 862 5287 05

Please find below our Terms & Conditions which form the basis of you visiting and purchasing from our website. Do not use the site if you do not agree to them.


We, Us, Our: The Designer Poles Company T/A The Poles Company

You, Buyer, Purchaser: The individual who has used the website and who has placed an order for goods to be supplied to them by The Poles Company Terms: Terms & Conditions of using and purchasing from our website Goods: Any products (in part or whole) supplied by us to the purchaser Order: An order for goods submitted by the purchaser


When an order is placed through the website, an automated email is sent on completion of the checkout to acknowledge your order has been received by us. We will indicate acceptance of your order, and hence a contract between us, when we email you advising the goods have been sent.

All prices on the website include VAT at the current rate 20%. 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 or sensitive information is seen or stored by us when going through our checkout.

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.

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

Back Orders - Sometimes an item may be out of stock and delivery times will be longer. We will contact you if this is the case. 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 you have received your order and checked it is complete.

DELIVERY & SHIPPING LEAD TIMES – See full information here


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.


The Poles Company values your privacy - View our full Privacy Policy here


Statutory Rights - CANCELLATION - Your right to Cancel
In any instance where you wish to return your order, please notify us either by email ( or by telephone when we can provide information of where to send the goods. Do not send the goods without contacting us first and DO NOT SEND to our registered address which is not a warehouse and goods will be refused.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations you have the right to cancel an order within 14 working days (after goods delivered) and get a full refund. The refund will include the standard delivery charge you may have paid. Enhanced delivery charges (non mainland UK delivery charges i.e. offshore and Ireland)if selected, are not refundable. The cost of returning the goods is borne by the customer who is responsible for the safe return of the items. A collection service is available if requested which costs £35.00. This amount is the minimum we are charged by couriers for what is known as 3rd Party Collections.

The Poles Company has the right to make a deduction from the purchase price paid if the value of the goods have been reduced in value as a result of you handling the goods more than was necessary e.g. damaged packaging or missing parts if opened which would be detrimental to the re-sale of the goods. The extent to which you can handle the goods is the same as it would be if you were browsing/assessing them in a shop.

This 14-day period is the time you have to decide whether to cancel, you then have a further 14 days to send the goods back.

When the goods are inspected and are re-stockable, your refund will be processed within 14 days and you will be notified.

MADE TO MEASURE/MADE TO ORDER goods are excluded from the above statutory rights.

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

Returns Policy – The Poles Company

In addition to your statutory rights, 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.

Returns after 30 days are not considered.

Returns will be deemed acceptable provided they meet the following conditions: -

  • Goods must be unused and in re-saleable condition
  • Goods must be in original condition
  • Goods must be in original packaging

If you want us arrange the collection using our carriers, we will need to make a charge of £35.00 which we can deduct from the value of your refund. This collection option applies to UK Mainland only. This collection cost is the minimum we are charged by couriers for what is known as 3rd Party Collections.

When we have received the goods, checked them and they meet the above conditions, we will process your refund via the original payment pathway you used for your purchase – Sage Pay or PayPal.

Carriage costs on all orders are not refunded where returns are outside the right to cancel period. Delivery Charges to postcodes listed in our Delivery page are also not refundable.

Where goods are received and we deem that the goods do not meet the criteria to return, we will notify you. The purchaser will be responsible for collecting their goods. If this is not done within 30 days, the goods will be disposed of.

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.


In the event you may wish to exchange goods, the above Returns Procedure will apply. You should place a new separate order for your preferred product.


As Made to Measure/made to order goods are made to customer specification, they cannot be returned under normal conditions. Only under Manufactures defect can they be returned.

Within 24 hours (1 working day) of a Made to Order/Special Order being placed, we conduct a thorough check of the specification with you to ensure you receive exactly what you ordered. We do not pat any Special Orders for manufacture until this checking process is completed and you have confirmed your order.



The Poles Company will use all best efforts to resolve any faulty product. Wherever possible, please send a picture of the product identifying the problem wherever possible.