Terms & Conditions
1. Information about us and customer services
1.1 Fencasa is a trading name of Green Snow Limited and the website is operated by us. We are registered in England our company number is: 10397630 and our registered office is at The Old School House, Southampton Road, Cadnam SO40 2NF, which is also our main trading address. Our VAT registration number is GB256874167. Fencasa trading name of Green Snow Limited shall be referred throughout these Terms as “we", “us” or “our".
1.2 You can contact our Customer Services Team by email us on firstname.lastname@example.org, if you have any questions about our Products or orders you have placed with us.
2. How the contract is formed between you and us
2.1 You may place an order to purchase a Product advertised for sale on the website by following the onscreen prompts after clicking on the item you are interested in. Before proceeding to the checkout you will be advised on the product page of your delivery/production/despatch time, this will vary per product. You will have an opportunity to check and correct any input errors in your order up until the point at which you submit your order by clicking the “Place Order Now” button on the “Checkout” page.
2.2 After placing an order, you will receive an e-mail from us acknowledging that we have received your order and giving an order number and a summary of your order. Please ensure you read this confirmation email and notify us of any errors as soon as possible, once your order has been put into production in our workroom no amendments can be made.
2.3 If we are unable to supply you with a Product, we will inform you of this by e-mail or telephone and we will not process your order. We might be unable to supply you with a Product because that Product is not in stock or is no longer available due to unexpected limits on our resources which we could not reasonably plan for, there is a problem with authorisation of the payment card you have provided, or because we cannot meet your requested delivery date. If you have already paid for the Product, we will refund you the full amount including any delivery costs charged as soon as possible.
3. When ordering our Products; Made to Measure
3.1 The images of the Products on the website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your device’s display of the colours accurately reflect the colour of the Products. Your Products may vary slightly from those images.
3.2 We therefore strongly recommend ordering a free sample before making any purchase of a made to measure product.
3.3 All made to measure widths are rounded up to the nearest 10cm and all drops are made to the nearest whole cm. The drop measurement is taken from the very top of the curtain to the very bottom including any fabric that is above the heading. Due to the nature of fabrics all sizes are approximate and have a 10mm+/- tolerance on all our made to measure orders.
Fabric cut length
3.4 Cut lengths of fabric are treated the same as made to measure items and therefore are non-returnable.
Express; Cut Orders
3.5 A free sample service is available for all express designs and we strongly recommend you take advantage of this service as these products are non-returnable.
3.6 Our express products are cut to your exact widths, on some occasions you may have more than ordered but never any less.
3.7 With our express products there is a tolerance of 25mm+/- this is because your order is cut to width from a roll which is only available from ‘standard drops’ only and therefore the length is not made to order.
3.8 When ordering a ready-made product there is not always a sample available. Please note all ready-made items are returnable if the colour or style is not quite right. Ensure the order is in its original packaging and in a resalable condition.
3.9 Ready made products are ordered in from a main supplier and their sizes are a guide only and will have a tolerance 25mm+/- of the size on the packet.
3.10 Please refer to section10. Our cancellation, returns and refund policy applicable to all UK orders for more information regarding returns.
3.11 Measuring your window accurately for any of products is the customers responsibility, we have put together some measuring guides to help; Guide to Bespoke Headings. Here you can find more in depth guides relating to different heading types.
3.12 When ordering on our website for both made to measure and express items you have two tabs to choose from;
(1) Enter your window sizes:
Here you will be prompted to enter your window width and window drop in either cm or inches please ensure you have selected that your sizes are in: cm or inches first. You will then be asked to select your 'Gather' this will determine how full your curtain will be, we recommend for both net and voile 2.5x the width of your window. The 'window drop' will be made to this size, nothing will be added or removed to the drop. Ensure you have ready our measuring guide stated in section 3.10 to make the necessary amendments where required.
(2) I know the sizes I need:
Here you will be prompted to enter your finished curtain size and drop in either cm or inches please ensure you have selected that your sizes are in: cm or inches first. This option assumes you know the size you need and will not give you the gather option, use this tab if you have measured an existing curtain flat and not your window.
3.13 The final option on both these tabs with made to measure will ask you what heading you require;
- Slot Top
- Slot top & Bottom
- 2" Tape
- 3" Tape
Other headings are available such as pinch pleat, wave, tab top, eyelet, box pleat, goblet and roman blind upon request, please email us on email@example.com to receive a non-obligation quote.
3.14 If you are ordering an express product, only a slot top heading is available as this is our standard. If you require another heading type there is always a similar design available in our made to measure range that you can purchase.
4.1 We will deliver the Products to you in accordance with the delivery option specified by you when you placed your order (e.g. express, first class or economy). We are unable to track orders sent by first class or economy.
4.2 We will deliver directly to the delivery address specified in your order only unless specified otherwise. Deliveries will be made to your door unless other arrangements have been made. Deliveries can consist of one or more parcel and could be delivered with numerous couriers. We are not responsible for any additional carrying or positioning of Products ordered unless we have not complied with instructions that you have given to us and we have agreed to at the time of accepting your order.
4.3 The UK delivery options are as listed on the Delivery Information page of our website.
4.4 All delivery time frames are in addition to the longest production time on the order. If you require your order to be part despatched, please email/call customer services to arrange this.
4.5 In the unlikely event of ordering an Item which exceeds the length limited to your chosen destination there may either be an additional postage cost or cancellation of this product and a full refund of this product will be issued.
5. International Delivery
5.1 We only deliver to the countries stated at checkout in the 'Country' Drop down menu. However, there are restrictions on some products due to the length or weight and you will therefore be contacted regarding extra postage costs or cancellation of this product.
5.2 If you order Products from our site for delivery to one of the International Delivery Destinations, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount. Please note that there are currently no import/export duties applicable on goods shipped within the European Union. All goods shipped to European Union countries already have the relevant VAT included automatically on our website.
5.3 You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.
5.4 You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be responsible if you break any such law.
5.5 The International delivery options are as listed on the Delivery Information page of our website.
6. Other matters relating to delivery
6.1 All orders are subject to production times before your chosen method of shipment.
6.2 Please note we do not dispatch orders on the weekend or on UK public holidays.
6.3 All orders are sent via a courier of our choice, and we may change the couriers we use without notice, although the level of service will always be equivalent. Standard shipments will be sent via Royal Mail and Express Orders will normally be sent via DPD. International orders will be sent via Royal Mail, DPD or DHL Express.
6.4 If you are away from the delivery address our courier will put a card through your door allowing you to re-book a delivery with the courier or allowing you to pick up the order from a depot or sorting office. The courier may give you options relating to your delivery, including attempting to deliver to a near by neighbour, rather than redelivering the next day.
6.5 We reserve the right to charge the full shipping fee applicable to resend if the Product is returned to us because the customer could not take delivery for any reason.
7. Product delivery errors (UK and International)
7.1 Delivery errors must be reported within 14 days of the date of delivery. All orders, are checked and double checked before leaving our warehouse. If you are a UK customer and you have not received your order within 14 days of the date that the Products are dispatched to you, then you must notify us on the next working day. If you notify us after this period then we will not be responsible for the Products, and we may not be able to trace the parcel if it lost or stolen.
7.2 If you have received your parcel in poor condition/damaged or have items missing, you must keep all outer packaging so that the courier can collect the box for their investigation. Any damaged boxes must be signed for as ‘damaged’ at delivery. Where possible sign with the word ‘damaged and your name’ in the signature box. You may be asked to send us photos of the damaged packaging and / or Product. Photographic evidence helps us ensure the issue is dealt with quickly and efficiently.
7.3 If you input any incorrect address details on your order, which causes the Products to be delivered incorrectly, we will not held responsible for Products and you will have to try and retrieve the Products yourself at your own cost.
8. Product Ownership
8.1 Once delivered, the Products will become your responsibility and, except in relation to Products that are:
- (a) damaged or faulty when delivered;
- (b) do not conform to the description given on the website; or
- (c) subject to paragraph 7.3, incorrectly delivered,
We will not be responsible for their loss, damage or destruction after Products have been delivered.
8.2 Ownership of the Products will pass to you when:
- (a) We have received full payment of all sums due in respect of the Products (including delivery charges); and
- (b) the Products have been delivered to you.
9. Price and Payment
9.1 The price of any Products will be as quoted on the website from time to time, except in cases of obvious error (please see further paragraph 9.8).
9.2 The prices quoted on the site include UK VAT (where applicable) but exclude delivery costs, which will be added to the total amount due once you have selected a delivery service from the available options. Orders placed from countries outside of the EU are not subject to VAT. Our delivery charges are as advised to you during the checkout process, before you confirm your order. To check relevant delivery charges, please refer to sections 4. Delivery, 5. International Delivery, 6. Other matters relating to delivery and 7. Product delivery errors (UK and International) above for further information.
9.3 Prices might change at any time, but changes will not affect your order if we have already sent you a Dispatch Confirmation, unless the rate of VAT changes between the date we send you the Dispatch Confirmation and the date the Products are delivered to you. If the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the Products in full before the change in VAT takes effect.
9.4 Payment can be made by most major credit and debit cards, by completing the relevant details within the “Billing Information” section of the "Checkout" page. We also accept payment by PayPal.
9.5 By using a credit/debit card to pay for your order, you confirm that the payment card being used is yours. All payment card holders are subject to validation checks and authorisation by the card issuer. If your card issuer refuses to authorise payment we will not accept your order and we will not be responsible to you for any delay or non-delivery of the Products. If your payment card is refused by the card issuer, we are not obliged to inform you of the reason for the refusal. We are not responsible to you if your card issuer or bank charges you as a result of us processing your payment card in accordance with your order.
9.6 Your billing address must match the card you are paying with, otherwise the order will not be authorised.
9.7 If you make a payment by PayPal you will also be subject to the terms and conditions imposed by PayPal.
9.8 Payment for the Products ordered will be processed using your chosen payment method at the time that we issue you with the Dispatch Confirmation for your Products.
9.9 The Sites contain a large number of Products and it is always possible that some of the Products listed on the website may be incorrectly priced. We will rectify pricing errors as soon as possible after we become aware of them. If a Product's correct price is different from the price stated on the site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you were a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mis-pricing.
10. Our cancellation, returns and refund policy applicable to all UK orders
10.1 If you are a consumer, you have a legal right to cancel your contract with us from the date we send you the Dispatch Confirmation until 14 days after the day on which you receive your Products. This applies to non-customised Products only. For example, if we provide you with a Dispatch Confirmation on 2 January and you receive the Products on 10 January you may cancel any time between 2 January and 24 January. You will lose your legal right to cancel your contract with us if you use the Products. Unfortunately we are not able to offer any returns or refunds for:
- (a) Customised Products such as;
- (b) Made to measure/bespoke orders as these have been made to your specifications.
- (c) Express Items as these are cut to your desired width.
- (d) Any ready-made product that has been altered to your specifications.
These rules do not apply unless any of the above are faulty (see further paragraph 10.10 below);
10.2 To cancel your order, you need to let us know that you have decided to cancel. The easiest way to do this is to email us on firstname.lastname@example.org, quoting your order number and your request to cancel the order and whether you would like to exchange the item for a different product or receive a refund. You will receive a reply to advise your exchange or refund has been issued.
10.3 If you decide to cancel your order after you have received the Dispatch Confirmation, you will also need to wait to receive the Products and then return them to us. Add “RETURNS” on the packaging and your order number clearly labelled on the outside of the packaging, e.g. 'RETURNS #100000111'. Returns should be posted back to our offices at Fencasa, The Old School, Southampton Road, Cadnam, Southampton, Hampshire, SO40 2NF within 14 days of receiving your order. You should use a method of postage that ensures the security of the contents during transit of the Products back to us. We cannot be held responsible for exchange or refund if reasonable steps are not taken by you in this regard. For UK customers we recommend using My Hermes for returns as they offer a very low cost trackable service with most items costing under £3.00 and even cheaper if you use one of their 3000 drop off shops across the UK.
10.5 You will be responsible for the return postage costs unless we have offered free returns and provided means for you to return the Product at our cost. We will pay the return postage costs:
- (a) if the products are faulty, damaged, incorrect or misdescribed; or
- (b) where you have a legal right to cancel the order as a result of something we have done wrong.
10.6 Until such time as they are returned, you must retain possession of the Products and take reasonable care of them. You should return the Products to us unused (except to the extent reasonably necessary to examine them), and in the same condition in which you received them together with the original Product packaging and all relevant swing tags, labelling, branding and any accompanying marketing material specific to the Product. Please note that we are permitted by law to reduce your refund to reflect any reduction in value of the Products, if this has been caused by your handling them in a way that would not be permitted in a shop.
10.7 If you have selected to receive a refund as part of cancelling any order, after you cancel your order and return the Products, any sum collected by us from your payment card will be refunded in full, minus the costs of delivery.
10.8 We will notify you of your refund via e-mail within a reasonable period of time. We will refund any money received from you using the same method originally used by you to pay for your purchase.
10.9 We will process the refund due to you as soon as we can and, in any case, not later than:
- (a) 14 days after the day we receive back from you the Products; or
- (b) (if earlier) 14 days after the day you provide evidence that you have returned the Products to us; or
- (c) if we have not sent the Products to you, 14 days after the day on which we are informed about your decision to cancel the contract with us.
10.10 If you have selected an exchange for a different size/design as part of cancelling any order, we will process this as if it were a new order for Products and the provisions of these terms will apply as if you had placed a new order for a Product.
10.11 If any Product you purchase is faulty, damaged, incorrect or misdescribed when delivered to you we may offer an exchange or refund (including postage costs) as appropriate, in accordance with your legal rights. If you believe a Product is faulty, damaged, incorrect or misdescribed, you should notify us by email on email@example.com, within 7 days of receiving your Product. We will advise of the process to follow.
10.12 If you have any questions regarding replacements or returns, please contact us via email or telephone 0203 907 7280
10.13 Our policy on cancellations, returns and refunds does not affect your mandatory legal rights.
11. Our cancellation, returns and refund policy applicable to all International orders
11.1 If you wish to cancel your contract between us, you need to let us know that you have decided to cancel. The easiest way to do this is to email us on firstname.lastname@example.org. We will email you to confirm we have received your cancellation and advise of the process to follow.
11.2 Please note, that all international customers are responsible for the costs of sending Products back to us.
11.3 Exchanges for international customers will incur an additional postage fee, in some cases to ensure you get you exchange as quickly as possible. It is easier to place your order again and wait for a refund on your return, please note this only applies to ready made product. If your order is made to measure section 10 will also apply and therefore make your order non-returnable.
12. Our Liability to You
Clauses 12.1 and 12.2 only apply if you are a consumer.
12.1 If we fail to comply with these Terms, we are responsible to you for loss or damage you suffer that is a reasonably foreseeable result of our breach of these Terms, but we are not responsible for any loss that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.
12.2 Nothing in this paragraph 12 or elsewhere in our Terms affects your mandatory legal rights.
12.3 We do not exclude or limit in any way our liability for death or personal injury caused by our negligence, by defective products, fraudulent misrepresentation and any other liability that cannot, under English law, be excluded (including any liability which cannot be excluded under the Consumer Rights Act 2015).
Any formal legal notices should be sent to us at our Customer Services address set out in the “Contact Us” section of our website.
14. Events outside our control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by events outside our reasonable control.
15. Your Personal Information
15.1 We take your privacy seriously and will use the personal information you provide to us:
- (a) to supply the products to you;
- (b) to process your payment for the products; and
- (c) if you agreed to this during the order process, to give you information about similar products that we or our partners provide (which you may opt out of at any time by either unsubscribing from emails or by contacting us).
16. Other Important Terms
16.1 If any provision or part provision of these Terms is declared invalid, unlawful or unenforceable, then that provision shall be deemed to be deleted from these Terms and the remaining provisions shall remain in full force and effect.
16.2 We have the right to revise and amend these Terms from time to time by changing them on the website, provided that any such change will not affect any purchases you have made before the change is implemented.
16.3 Failure by us to enforce a right does not result in waiver of such right. You may not transfer your rights under these Terms unless we agree in writing.
16.4 We may transfer our rights and obligations under these Terms to another organisation. We will ensure that the transfer will not affect your rights under your order.
16.5 You and we agree that English law applies to these Terms and that any dispute between us arising out of or in connection with these Terms will only be dealt with by the English courts, unless you are resident in another part of the United Kingdom, in which case the applicable law of that part of the United Kingdom will apply and any dispute will be brought before the courts there. We are required by law to inform you that purchases can be concluded in English only and that no public filing requirements apply.
16.6 This contract is between you and us. No other person shall have any rights to enforce any of its terms.