Introduction
These Terms and Conditions apply to all retail orders placed through the Wares of Knutsford Ltd website (“we”, “our”, or “us”). By placing an order with us, you agree to be bound by these Terms and Conditions.
All prices shown on our website will include the Extended Producer Responsibility (EPR) charge from January 2026 applicable under UK packaging regulations. If you are a business customer who reports your own packaging data and requires an exemption from EPR charges, please contact us directly before ordering.
Orders placed through our website with a total value over £550 (excluding VAT and delivery) are classed as wholesale orders. Wholesale orders are subject to both these Retail Terms and the additional provisions outlined in our Wholesale Terms and Conditions, which take precedence where applicable.
For palletised or trade orders, or to discuss EPR exemptions, we recommend contacting us directly for a quotation before ordering.
1. General
Customers are responsible for ensuring that any items purchased from Wares of Knutsford Ltd are suitable for their intended purpose.
2. Order Acceptance
All orders placed through our website constitute an offer to purchase.
A contract is formed only when we send an order confirmation email and take payment.
Wares of Knutsford Ltd reserves the right to refuse or cancel any order prior to dispatch, for example if stock is unavailable or an error has occurred in pricing or product information.
3. Dispatch and Delivery
We aim to dispatch all in-stock items within 2–3 working days of receiving your order.
If an item is out of stock and delivery is expected to take more than seven days, we will notify you by email or telephone.
During busy seasonal periods (for example, Christmas or promotional events) and in cases of adverse weather or other unforeseen circumstances, dispatch and delivery times may be longer than usual. We will always do our best to keep you informed and to dispatch orders as quickly as possible.
Please note that once goods have left our premises, delivery times are outside our control.
Wares of Knutsford Ltd cannot be held responsible for any delays or losses arising from courier issues, weather conditions, seasonal demand, high order volumes, or any other factors beyond our reasonable control.
Customers are responsible for ensuring that the delivery address and contact details provided at checkout are complete and correct.
Orders will be dispatched to the address supplied, and Wares of Knutsford Ltd cannot be held responsible for any loss, delay, or additional costs resulting from incorrect or incomplete delivery information. Please double-check all delivery details carefully before placing your order.
We currently deliver within the UK and selected international destinations. We do not deliver to PO Boxes.
Goods become your responsibility once they have been delivered to the address provided.
4. Damaged or Incorrect Goods
All goods leave our warehouse in perfect condition. If you receive damaged or incorrect items, please notify us within 7 working days of delivery. If we are not notified within this time, we will be unable to process a claim for damaged or incorrect goods. We will arrange collection and dispatch of replacement goods at no cost to you once the items are returned to us.
If goods are to be forwarded on to a third party after receipt, they must be carefully checked upon arrival at the delivery address originally stated. Wares of Knutsford Ltd cannot be held responsible for any damages or errors discovered after goods have been subsequently forwarded to another address.
5. Returns and Refunds
If you wish to return goods due to a change of mind, you may do so at your own expense. Returns must be requested within 30 days of receiving your order. Goods should then be returned promptly and within 14 days of the return being agreed.
A full refund will be issued for goods received in perfect, resaleable condition. For large retail or wholesale-sized orders, a restocking fee may apply. Where pallet delivery was used, the cost of this delivery will be deducted from any refund.
Refunds will be processed within 14 days of receipt of the returned goods.
We reserve the right to make a deduction if goods are returned damaged, incomplete, or not in resaleable condition.
We can arrange collection of unwanted items on your behalf, but the collection charge will be deducted from your refund.
6. Product Use and Safety
Our glass products are manufactured for commercial use. Any domestic use is at the customer’s own risk.
As our warehouse is not a sterile environment, all glassware should be cleaned and sterilised before use.
Wares of Knutsford Ltd cannot be held responsible for any damage or injury resulting from use or misuse of any product supplied.
7. Liability
Wares of Knutsford Ltd will not be liable for any loss, damage, costs, or expenses arising from the supply or use of our products.
While we always aim to meet our stated dispatch times, these are estimates only and not guaranteed. Wares of Knutsford Ltd shall not be liable for any loss, damage, or expense arising from late delivery, whether caused by courier delays, seasonal demand, adverse weather, high order volumes, or any other circumstances beyond our reasonable control.
Wares of Knutsford Ltd shall not be liable for any indirect or consequential loss, including loss of profit, business, goodwill, or opportunity, arising out of any delay, damage, or defect in the goods supplied.
Nothing in these Terms affects your statutory rights as a consumer.
8. Complaints
We take great pride in our customer service. Should you have any cause for complaint, please contact us directly — we will investigate promptly and resolve the matter as quickly as possible.
9. Stock Availability
All orders are subject to stock availability at the time of processing.
We endeavour to keep stock levels accurate but cannot guarantee real-time availability.
10. Colours and Images
While every effort is made to reproduce product colours accurately, variations may occur due to manufacturing changes, lighting conditions, or differences in individual screen and monitor calibrations.
Colours shown on our website should therefore be used as a guide only.
11. Prices and Payment
All prices are correct at the time of ordering but may change periodically. All orders must be paid in sterling (£). We reserve the right to adjust VAT rates in line with UK legislation.
While we make every effort to ensure prices and product information are accurate, occasional errors may occur. If a pricing or description error is discovered after you have placed an order, Wares of Knutsford Ltd reserves the right to correct the error and will contact you before processing the order. You will then have the option to reconfirm your order at the correct price or to cancel for a full refund.
12. Product Information and Capacity
Product information, images, and pricing are provided in good faith.
If you intend to fill and resell our products, please independently verify the fill level, capacity, and labelling compliance of your product before committing to large quantities.
We strongly recommend ordering samples for testing.
Wares of Knutsford Ltd cannot accept liability for labelling or capacity errors made by the customer.
13. Privacy and Security
We handle personal data in accordance with the Data Protection Act 1998 and UK GDPR. Customer information is encrypted and protected by secure server software (SSL). We do not store or share credit card information with third parties.
By providing your email address, you consent to receiving order confirmations and dispatch notifications.
If you have made a purchase from us, we may occasionally contact you under the legitimate interest basis with information about similar products or services that we believe may be of interest. You will always have the opportunity to opt out of these emails at any time by clicking the unsubscribe link or by contacting us directly.
We will only send other types of marketing emails (e.g. newsletters or special offers) if you have given explicit consent.
14. International Orders
For retail orders shipped outside the UK, Wares of Knutsford Ltd will offer a partial refund for any damages reported within 7 days, but replacement goods will not be sent.
Any customs duties, import taxes, or clearance fees are the responsibility of the customer.
14a. Customs Duties, Import Taxes & Local Charges (International Customers)
International orders may be subject to customs inspection, import duties, VAT, brokerage charges, handling fees or local delivery taxes imposed by the destination country. These charges are:
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set by the destination authority,
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outside the control of Wares of Knutsford Ltd, and
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are the sole responsibility of the customer/recipient.
We will advise customers if we are aware that customs charges are likely to apply, but it is not always possible to obtain accurate pre-delivery information from overseas customs authorities. For this reason, we cannot estimate, pre-pay or absorb international customs charges on behalf of customers.
If customs fees are not paid and the parcel is returned to us, any return shipping, customs administration fees or clearance charges applied to Wares of Knutsford Ltd will be deducted from any refund due. Shipping costs are non-refundable where refusal, delay or seizure occurs due to unpaid customs charges.
Customs processes vary widely between territories and may involve delays outside our control.
Wares of Knutsford Ltd cannot be held liable for delay, seizure, refusal or additional costs arising from customs clearance or inspection procedures.
Customers are encouraged to contact their local customs authority for clarification on duties or import taxes before ordering.
15. Product Colour Variation
From time to time, product shades or finishes may vary due to manufacturer changes.
If you are dissatisfied, we will refund or replace the affected product.
16. Extended Producer Responsibility (EPR)
Under UK packaging regulations, an Extended Producer Responsibility (EPR) charge applies to all packaging materials supplied with your order.
This includes both:
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The packaging used to deliver your order (such as boxes, pallets, and protective materials), and
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The packaging items purchased themselves — for example, glass jars, bottles, and lids — when supplied empty for later filling.
For all orders placed through our website, the EPR cost is already included in the product price. By ordering online, you acknowledge and accept that the EPR charge forms part of the total price paid.
If you are purchasing as a business customer that reports your own packaging data under the UK EPR scheme, please read our Wholesale Terms and Conditions and contact us directly to arrange a wholesale order, where we can apply the correct exemption.
If we do not hold a valid EPR exemption declaration on file, the EPR charge will automatically apply.
17. Same-Day Shipping Option
We offer a Same-Day Shipping service for an additional charge.
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Orders received by 12 noon (Monday–Friday) are dispatched the same day, subject to stock availability.
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Orders received after 12 noon are dispatched the next working day.
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Orders that are shipped via the Same-Day Despatch service will usually be delivered on the next working day and are subject to courier terms and possible delays. We cannot guarantee delivery time scales due to this. Orders placed and shipped on a friday will usually arrive on a monday.
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Deliveries to Highlands, Islands, and Northern Ireland typically take 2–5 working days and may not qualify for Saturday delivery.
Our commitment is to dispatch same day where possible; delivery times depend on postcode, courier performance, and other factors beyond our control.
18. Force Majeure
Wares of Knutsford Ltd shall not be liable for any failure or delay in performing its obligations where such failure or delay results from any event beyond its reasonable control, including but not limited to strikes, transport disruptions, natural disasters, or national emergencies.
19. Company Information
Wares of Knutsford Ltd
Registered in England No. 4305550
Registered Office: C/O Pattesons Glass Limited Blossom Avenue, Hewitts Business Park, Humberston, N E Lincs, England, DN36 4TQ
VAT No. 616 226 851
20. Governing Law
These Terms and Conditions and any transactions arising from them are governed by and construed in accordance with the laws of England and Wales.
By placing an order, you agree to submit to the exclusive jurisdiction of the English courts.
21. Updates to Terms
Wares of Knutsford Ltd reserves the right to update or amend these Terms and Conditions at any time.
Any changes will take effect immediately upon being published on our website.
