RM Labels

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Domestic and commercial products for the plumbing, heating and building services industries

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Terms and Conditions

When confirmation of your order is received, this is to indicate that we have received your order. 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, we have inadvertently under-priced goods, 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.

We will normally send your order to you within 2-4 business days.

If your item is not in stock, we will email or telephone you before deciding how to proceed.

Taxable items have 20% VAT (sales tax) added.

Any credit card details you enter are transmitted over a secure (SSL) link and stored using 128-bit encryption.

If you need to reach us, please use the Contact us link on the store page or phone 0044 (0)1348 840 675.

We do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

Our Contact details are:

R M Labels Limited

Ty Derwen, Station Road

Letterston, Haverfordwest

Pembrokeshire, SA62 5RZ

United Kingdom

Phone: 0044 (0)1348 840 675

Fax: 0044 (0)1437 839 192

Email: info@ rmlabels.com

VAT number: GB 538 512 540

Company number: 2321572

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 card payments. If you are shopping from North America or anywhere else, place your order and your card company will convert the transaction to US Dollars or your own currency.

We accept Visa and MasterCard or PayPal payments. All card payments are subject to authorisation by your card issuer.  Once we have received your order we take full payment immediately for all products. If you do not wish to order and pay online, you may place your order by email, telephone or post and you should contact us with your card payment details or request our bank details if you wish to pay by bank transfer.

If you have made a mistake in your order and cannot correct it in the Shopping Cart, please contact us on 0044 (0)1348 840 675 and we will correct the mistake if notified immediately. If there is a delay in contacting us we will do our best to make any changes necessary if the order is in the process of being made and dispatched.

When confirmation of your order is received, this is to indicate that we have received your order. 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, we have inadvertently under-priced goods, 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

Full details of all delivery charges, delivery timescales and receiving your deliveries are given below - please ensure you read all the information below.

A signature is required for all courier deliveries*

If your order is urgent please let us know this when placing your order and we will do our best to meet your needs.

Mainland UK

Courier Service £7.50 (delivered the next working day from completion of order)

Scottish Borders (see Postcodes detailed below)

Courier Service £8.00 (delivered within 1-2 working days from completion of order)

Scottish Mainland/Highlands

Standard Service £8.50 (delivered within 1-3 working days from completion of order)

Scottish Offshore

Courier Service £28.00 (delivered within 3-5 working days from completion of order)

Standard Service: £8.50 (delivered by Royal Mail 1st Class Signed For)*

Offshore UK (except Isle of Wight – see below)

Courier Service £40.00 (delivered within 3-5 working days from completion of order)**

Standard Service: £8.50 (delivered by Royal Mail 1st Class Signed For)

Isle of Wight

Courier Service £25.00 (delivered within 3-5 working days from completion of order)

Standard Service: £8.50 (delivered by Royal Mail 1st Class Signed For)

Northern Ireland

Courier Service £20.00 (delivered within 1-3 working days from completion of order)

Standard Service: £8.50 (delivered by Royal Mail 1st Class Signed For)

Eire

Courier Service £22.00 (delivered within 2-3 working days from completion of order)

Standard Service: £15.00 (delivered by Royal Mail International Tracked & Signed)

Rest of the World (see International Deliveries below)

Estimated - Cost & Service to be advised £40.00

A Signature Is Required For All Deliveries*

Courier Service - Please fill in the Special Delivery Instructions box at Checkout if no one is available to sign for your delivery and the goods can be left in a safe place.  If no one is available and no delivery instructions have been given, a card will be left by the courier with details of how to re-arrange your delivery.  You can also contact us on 01348 840 675 and we can re-arrange the delivery for you.  Please note that if you do not contact us or the courier company within a couple of days of the delivery your parcel is likely to be returned to us by the courier company and an additional charge will be payable to have the goods re-delivered.

Standard Service - Royal Mail 1st Class Signed For (UK & Channel Islands) or International Tracked & Signed (Eire)

Please fill in the Special Delivery Instructions box at Checkout if no one is available to sign for your delivery and the goods can be left in a safe place.  We will send an email when your goods have been despatched and any delivery instructions you give us will be clearly marked on the package.  However, once the goods have been despatched we cannot guarantee your postman will follow the instructions on the package.  We suggest you leave a note for your postman with the same instructions if no one is available to sign for the goods.  Again we cannot guarantee your postman will follow these instructions and you may need to collect your package from your local sorting office - please note that we cannot assist with the redelivery of goods sent by this service.

Scottish Borders - Postcodes

DG, TD, EH, ML, G, KY, DD, FK1-18, PH1-14, KA1-26, PA1-19

Standard Service to the Scottish Mainland/Highlands

Due to increased charges for deliveries to these areas we will at our discretion use either a Courier or Royal Mail service depending on the weight and value of the order, both services will require a signature upon delivery.

Standard Service by Royal Mail (for all Offshore UK addresses, Northern Ireland and Eire)

This service is offered at our discretion depending on the weight and value of the order and will be an available option at Check Out or when you estimate the shipping if your order value is below £100.00 – we do however reserve the right to withdraw this service if we feel a more secure delivery service is required for the goods you have ordered. If this is the case we will contact you before proceeding with your order.  A Courier Service option is available instead of the Standard Service.

We have tried to give as much detail as possible on how and when your order will be delivered, but if you do wish to check anything with us please give us a call on 0044 (0)1348 840 675 and we will be very happy to help. 

Delivery Schedule

The majority of orders are despatched the same day, but you should allow 2-4 working days for your order to be processed. Our aim is to provide high quality products delivered to our customers as quickly as possible. We hold a large range of stock products and many of our made to order items can be despatched the same day with everything usually being turned around in a couple of days.*

*Please note that made to order pipe identification tapes do take a little longer due to the manufacturing process.

You must inform us within 2 working days if the goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence.

You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.

We have tried to give as much detail as possible on how and when your order will be delivered, but if you do wish to check anything with us please give us a call on 0044 (0)1348 840 675 and we will be very happy to help. 

International Deliveries

Cost & Delivery Service – The estimated rate will be charged at Checkout, but we will calculate the cost of carriage when your order is received and notify you of any additional carriage charge before processing your order.  For small, low value orders a lower fee may be charged and again we will notify you when your order is received if this is the case.

Due to customs, legal, regulatory and certain practical restrictions applicable to orders placed for international delivery, some of our products may not be available for delivery to certain destinations outside the UK. R M Labels Limited reserves the right to define what can and cannot be delivered to which destination and we will contact you immediately if we are unable to supply to goods ordered.

Payment - Purchases will be made in Pounds Sterling. International credit card providers or banks will determine the exchange rate and may add an additional processing or administration charge in relation to such payment which international credit card holders will be liable to pay.

R M Labels Limited's products are sold on a delivery duty unpaid basis. The recipient may have to pay import duty or a formal customs entry fee prior to or on delivery. Additional taxes, fees or levies may apply according to local legislation and customers are required to check these details before placing an order for international delivery.

Where applicable, it will be your sole responsibility to comply with any export controls or sanctions rules applicable to goods supplied to you.

Back Orders

If your item is not in stock, we will back order for you. We will contact you by email or telephone with the option to cancel your order if you would rather not wait.

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. They are only decrypted after they reach our computer. They are not held in clear text on any web site.

Guarantee

We guarantee your satisfaction. Please see our Terms and Conditions and Returns Policy for further information.

Reaching Us

Email us at: info@rmlabels.com (or by using the link on the store page)

Call us on: 01348 840 675 (International +44 01348 840 675)

Fax us on: 01437 839 192

Write to us at:

Ty Derwen, Station Road

Letterston, Haverfordwest

Pembrokeshire, SA62 5RZ

United Kingdom.

Privacy Policy

Introduction

In this privacy policy, “we” and “our” relates to R M Labels Limited, company number 2321572, a company registered in England and Wales.

“You” and “your” relates to the natural person reading this document that is: considering purchasing, has purchased from R M Labels Limited or is making an enquiry.

How We Use Your Personal Data

We will use the personal information you supply to us in the course of submitting an order for the purpose of fulfilling that order.

Along with, or instead of, placing an order you may have sent an enquiry to us, in which we will use the information you’ve provided to respond to and answer the enquiry.

We may contact you by telephone, email or other means in relation to your order, for example: notifying you of delivery status, updating you on stock availability or informing you of changes with the order. You cannot opt out of these communications. We will never combine these communications with marketing promotions that you have a legal right to opt out of.

We may use your data for marketing purposes but will always provide a means for you to opt out. We may occasionally use the data you supplied, in our own Legitimate Interest, to send details of products and services that we believe may be of interest to you. We will never use your data in a way that conflicts with your own legal rights and interests.

If we share information with a third party, such as a payment gateway or delivery company, their use of your data will be limited to the purpose of fulfilling your order.

After your purchase, we use a third party customer feedback service to send you an email and request for your feedback, which you may choose to leave. The feedback is held on the customer feedback service’s website and on our website. The service provider we use is Feefo

We will make our reasonable endeavours to ensure that all third parties treat your personal data in a legal and appropriate way.

We endeavour not to transfer the data of EU citizens outside the EU but where we cannot avoid it we will only do so via a third party that have conformed to all of the appropriate EU legislation providing equivalent protection to that if the data was retained within the EU.

What Data Do We Hold?

We hold the personal data that you supplied in the course of placing your order or enquiry.

The data normally consists of: product information, transactional information, fraud checking information, name, address, phone number, email, special delivery instructions and potentially other information to ensure the successful completion of your order or enquiry.

We may hold notes of our communication with you through different channels including, but not limited to: email, live chat, CRM (Customer Relationship Management system) and phone.

We will not seek personal information from you relating to race, religion, political affiliation, trade union membership, sexual orientation, medical or genetic history and we ask you not to provide such information to us under any circumstances.

How We Hold Your Personal Data

We will retain the personal information you supply to us in the course of submitting an order or an enquiry, for the purpose of fulfilling that order, responding to or processing that enquiry.

If you place an order, we will retain an electronic copy of your invoice data for the period required by HMRC, after which we will delete it.

Your information will be: securely stored on hardware that has limited access to only relevant persons; and on a server maintained by a third party such as a web host. Whether held by us on our hardware, or on our behalf by a third party, it will be kept secure and protected from unauthorised access using all reasonable means.

Co-operating With Legal Authorities

If requested, we will pass information about you (and if relevant, your business) to legal authorities who have the legal right to demand such data.

Targeted Advertising

We may source data from publicly available lists of contacts to use only to target advertising as described above and again under Legitimate Interest. We never use this data to directly contact you.

Our Legitimate Interest is to provide marketing information to people who have shown their interest in our products. We also have a Legitimate Interest in finding other, similar, people and we may use your email address or phone number to help find such people without any detrimental impact on you and our advertising suppliers similarly have a Legitimate Interest in displaying the most relevant ads.

The third-party processors that we use are large responsible companies or organisations and we are sure they have appropriate technical and organisational measures in place to protect your data. Many of these use sub-processors themselves such as cloud services like Amazon Web Services or Microsoft Azure to run their own services. In the case of payment processors, the entire banking infrastructure lies behind them and they pass data to Visa, Mastercard, other similar schemes, the relevant card issuer and acquirer.

Automated Processing

We may use personal data for automated decision making; we may send you emails, notifications or other communication that are tailored to you and based on your purchasing history.

Some advertisers, particularly Facebook and Google (but there are others), are used by us and decide what advertisements to show to people based on automated processing of personal information, in order to make those advertisements as relevant as possible to the people who see them. These advertisers should provide the means for you to opt out of such personalisation.

Your Rights

If you have engaged with us, but never placed an order, you may request the complete deletion of your details from our systems. Whether or not you have placed an order, you may request us never to contact you again, and we will comply with your request unless you make a further enquiry with us.

You have a number of rights in addition to those mentioned above, including access to the information (“the right to be informed”). If we process your data for marketing purposes on the basis of your Legitimate Interest, you have the right to object. You also have the right to withdraw your Consent to being marketed to, if you previously gave your Consent.

You have the right to see the data held about you and to receive a copy. You have the right to have any errors corrected. You have the right to ask and be told where your data came from.

You can exercise any of these rights by contacting us using the details below.

You have the right to lodge a complaint with the Information Commissioner’s Office (ico.org.uk) if you believe any of your rights are being infringed.

How To Contact Us

If you have any questions or concerns, please do not hesitate to contact us through our Contact Us form, or by phone on 01348 840 675.

Returns Policy

Your rights to return goods are protected under the EU Distance Selling Directive.

You are entitled to cancel your order for any standard products and return the goods within 7 working days for a refund or replacement goods, excluding the cost of delivery. A re-stocking charge of 15% will be incurred. Do this by contacting us by telephone and quoting the order number supplied to you. Your refund will be paid within 30 days. Please note any items made to order or personalised cannot be returned unless faulty. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or misdescribed.

Any goods returned should be in saleable condition.

These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.

None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.