The term “Burts Grass” or "www.burtsgrass.co.uk" or “us” or “we” refers to the owner of the website, Burts Online Limited whose registered office is Union Street, Middlesbrough TS1 5PW. The term “you” refers to the user or viewer of our website.
Please see below for our full terms and conditions of purchase that include information on -
We process orders as they are received on usual working days Monday to Friday between 9.00am and 5.00pm and delivery is usually 2-3 working days. Where an item is unavailable we will contact you by telephone or email ASAP and offer a date for delivery or a full refund.
We require payment of the whole of the price for the goods that you order before your order can be processed. Payment is made via our secure ordering process that is hosted by one of the market leaders - SagePay. Once payment has been made we will confirm that your order has been received and will then process the order, you will receive an email to this effect. The acceptance of your order will then only be confirmed once stock availability has been checked and our invoice issued.
Prices quoted on the web site include VAT at the current rate but are subject to a subsidised delivery charge. Quoted prices either on the website or verbally do not form part of a legally binding contract until our acceptance of your order.
Sizes, Specifications and Tolerances
All sizes and specifications are subject to standard industry and manufacturing tolerances. As a guide cutting sizes are subject to a tolerance of 1.25% and this applies to the width and length of product. Specifications including pile height are designed as a guide - pile height and total height is measured with the pile pulled straight rather than the way it naturally lies when rolled out and is an approximation.
PLEASE NOTE - you are ordering a bespoke item that is cut specifically for your size to your specification and this can make cancellations and returns difficult.
If you require to cancel an order before delivery let us know as soon as possible. Where the goods have not been cut to your size we can cancel your order and return the full payment via your chosen payment method.
If the goods have been cut we may still be able to cancel the delivery but you will have incurred a bespoke cutting fee. This bespoke fee will be 25% of the goods order value. The balance of the account minus the fee will be refunded.
If the goods have been dispatched or within 14 days of receipt of goods you wish to return them then this can be done provided that you pay and arrange the full return shipping costs. The full value of the original order (including original delivery fee) will be refunded less the bespoke fee as detailed above.
We regret that we cannot accept returns once the item has been cut into or used in any other way unless the product is faulty.
If a product is unavailable we will contact you to arrange a full refund or allow you to select a similar product with any difference in price being collected or returned. We do not supply substitute products without your approval.
We try very hard to ensure the colours of the goods shown in photography on this site are as accurate as possible. However, colours may appear slightly different from monitor to monitor. We therefore strongly recommend that you take advantage of our sample service.
If you order different widths or material they may not match exactly when placed side by side as they will have been made at different times.
Burts Online Limited and/or our suppliers own the copyright, trademarks and all other intellectual property rights in all material and content on this website.
The use, download, copying, publishing, transmitting, reproduction or otherwise making available any of the material or content contained on this site for commercial purposes is strictly prohibited.
Delivery is usually 2-3 working days. We will send an email confirming dispatch the afternoon before delivery is due to take place - this will contain any tracking information required.
Our chosen carriers are national companies and are very reliable. However it is possible for deliveries to be delayed. We can not accept any loss for delayed delivery. Delivery is made to 'kerbside' - this means that you are responsible to take the items from the vehicle that is delivering them. Whilst most drivers are happy to help they are not contracted to do so. If you require the items to be taken into your premises please let us know before you place your order and we can arrange a quote for this service.
Our flat fee delivery is applicable to most UK mainland postcodes - if you do have a Highlands or Islands postcode we will contact you with a quote for the additional carriage that will be incurred.
Damage & Shortages
All deliveries are automatically signed for as "delivered in good condition". If the outer wrapping is damaged/ripped past the last layer before the product please either do not accept the delivery or sign for it as damaged. The delivery company can not accept a "not inspected" signed for statement. If the outer wrapping is damaged it is likely the goods will still be in a suitable condition but we can not accept a claim if the goods are not signed for as damaged. The carrier can not request that you sign for a delivery in good condition if it is damaged.
Any damaged or shortages must be reported to us in writing (email is acceptable) within 7 calendar days of the date of the delivery being received. We can not accept any claim for damage or shortages after 7 days.
Please note we can only accept a claim for a shortage before the product has been cut into or laid. Please make sure you check the length before you cut the material.
ERRORS and OMISSIONS - We can not accept any claim for loss due to an error or omission on our part or a technical problem with this website. This includes pricing or quantity errors.
Product Guarantee - All products come with a standard guarantee of 1 year. some are backed up by further manufacturers guarantees for wear, colour retention, etc. Please ask for details. Please note all guarantees are subject to the materials being installed correctly and following our installation and maintenance guidelines which can be found here
IMPORTANT INFORMATION AND WHO WE ARE
This website is not intended for children and we do not knowingly collect data relating to children.
Our full details are: Burts Online Ltd
Reg number: 292885506
Full name of legal entity: Burts Online Ltd, a limited company with registered number 292885506. Burts Online is registered, and operates, in the United Kingdom.
Postal address: Burts Online Ltd
You can also contact us through our customer contact page.
You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (https://ico.org.uk). In the UK, please read: https://ico.org.uk/for-the-public/raising-concerns... details of how to do this. We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.
We may need to update this Policy at any time and without notice and where we do this we will notify you by including pop up boxes on the website and/or emailing our customers. This Policy was last updated on 16 May 2018.
It is important that the personal data we hold about you is accurate and up to date. Please keep us informed if your personal data changes during your relationship with us and periodically review your account settings on our website.
Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).
We may collect, use, store and transfer different kinds of personal data about you which we have grouped together follows:
2. IF YOU FAIL TO PROVIDE PERSONAL DATA
Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, where you do not provide suitable delivery instructions to provide you with goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.
3. HOW IS YOUR PERSONAL DATA COLLECTED?
We use different methods to collect data from and about you including through:
4. THIRD PARTY SOURCES OF DATA/DATA SHARING:
The lawful bases for sharing and processing this data is set out in the table below and please refer to the External Third Parties listed in the Glossary for further information.
5. HOW WE USE YOUR PERSONAL DATA
We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:
Generally we do not rely on consent as a legal basis for processing your personal data other than in relation to sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by visiting our Preferences Page.
PURPOSES FOR WHICH WE WILL USE YOUR PERSONAL DATA
We have set out below, in a table format, a description of all the ways we may use your personal data and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.
To register you as a new customer
Performance of a contract with you.
To process and deliver your order, including:
Performance of a contract with you. We may also use some of the data related to your queries for our legitimate interests of ensuring our customer service quality.
To collect and recover money owed to us in respect of your order.
Necessary for legitimate interests of ensuring payments are not fraudulent.
To process your purchase of a gift voucher from us
Performance of a contract with you.
Necessary for our legitimate interests of ensuring our customers are updated on these changes.
To help us improve our offering to our customers, including asking you to leave a review or take a survey, or provide customer insights.
Necessary for our legitimate interests (to study how customers use our products/services, to improve our offering to our customers, to develop them and grow our business.
To enable you to partake in a prize draw or competition.
Performance of a contract with you to fulfil the promotion and run the competition/prize draw. We may also subsequently use your entries for the legitimate interests of understanding our customer base more effectively.
To administer and protect our business and this website (include troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data).
Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise).
To deliver relevant website content, advertisements and other marketing material to you and measure or understand the effectiveness of the advertising we serve to you.
Necessary for our legitimate interests (to study how customers use our products/services, to develop them, to grow our business to inform our marketing strategy and to improve our offering to you). Please note that where cookies are used for this purpose, this is covered separately by our Cookies Policy.
To use data analysis to improve our website, products/services, marketing, customer relationships and experiences.
Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy). Please note that where cookies are used for this purpose, this is covered by our Cookies Policy.
To make suggestions and recommendations to you about goods or services that may be of interest to you.
Necessary for our legitimate interests (to develop our products/services and grow our business, and to improve our offering to you).
We do not conduct any automated decision making. We may on occasion profile our customers for the purposes of targeting marketing at them and where this is done, this undertaken for our legitimate interest of ensuring our marketing is relevant to its audience. For example, we may classify an appropriate audience for a promotion by what products on our website they have previously looked at or expressed an interest in. We do not conduct any online behavioural tracking.
We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you. We only use the data you provide to us directly for this purpose along with the Aggregated Data provided to us by our analytics partners and we do not track what other websites you may visit after visiting our site, though in common with most websites, we may register the site which referred you to our site (e.g. a search engine).
We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising.
We generally only send electronic marketing – such as email marketing – to people who have previously bought similar products and this is in our legitimate interest. We will always offer a way out of receiving this marketing when you first purchase our products and in every marketing communication afterwards. We may on occasion send out postal marketing for the purpose of growing our sales which is in our legitimate interests and in this scenario we will rely on you to let us know if you do not want to receive this by opting out of marketing (see Opting out below).
We may also share certain data with third party social media platforms in order to show you targeted ads when you visit them. We do this by:
You can ask us to stop sending you marketing messages at any time by logging into your account and adjusting your marketing preferences or by contact us at any time.
If you opt out of receiving email marketing from us, we will no longer share you email address with social media platforms (see ‘External Third Parties’ below). However, you may continue to see our ads through them, due to their general demographic targeting. Please check the social media platforms for more detail of how to opt out from seeing these ads.
CHANGE OF PURPOSE
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.
If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
6. DISCLOSURES OF YOUR PERSONAL DATA
We require all third parties to respect the security of your personal data and to treat it in accordance with the law and they may only use your data for the purposes we specify in our contract with them. We will always work with them to protect your privacy.
7. INTERNATIONAL TRANSFERS
Some of our External Third Parties are based outside the European Economic Area (EEA) so their processing of your personal data will involve a transfer of data outside the EEA.
Whenever we transfer your personal data out of the EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:
Please contact us if you want further information on the specific mechanism used by us when transferring your personal data out of the EEA.
8. DATA SECURITY
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
You acknowledge that the internet is not a completely secure medium for communication and, accordingly, we cannot guarantee the security of any information you send to us (or we send to you) via the Internet. We are not responsible for any damages which you, or others, may suffer as a result of the loss of confidentiality of such information.
9. DATA RETENTION
HOW LONG WILL YOU USE MY PERSONAL DATA FOR?
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, we need to retain that data to comply with our legal and regulatory requirements. This is generally 7 years unless the law prescribes a longer period.
In some circumstances you can ask us to delete your data: see ‘Your Legal Rights’ below for further information.
In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.
10. YOUR LEGAL RIGHTS
Under certain circumstances, you have rights under UK data protection laws in relation to your personal data.
You have the right to:
Request access to your personal data (commonly known as a “data subject access request”). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data’s accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
Request the transfer of your personal data to you or to a third part. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent.
If you wish to exercise any of these rights, please Contact Us, marking your query for the attention of the DPL.
NO FEE USUALLY REQUIRED
You will not have to pay a fee to access your personal data (or to exercise any other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.
WHAT WE MAY NEED FROM YOU
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
TIME LIMIT TO RESPOND
We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by Contacting Us.
Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.
Comply with a legal or regulatory obligation means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.
EXTERNAL THIRD PARTIES
Partners – when you place an order, we share your information with the relevant seller on our marketplace (“Partner”) so that they can process and deliver your order.
Gift voucher providers – we may use third parties to process your order when you purchase a gift voucher from us.
Cloud storage providers – we use cloud computing platforms that securely store all of our data, including customer details.
Email service providers – in order to send you marketing content and transactional emails, we share your details with our email service providers.
Analytical tools – we use analytical tools to track the way that users interact with our website.
Profiling tools – we use profiling tools to understand how you engage with our website and show you content we think will be most relevant to you based on our understanding of your interests and preferences.
Payment providers – in order to facilitate any payments made on our site, we facilitate the sharing of your Financial Data with payment providers.
Delivery providers – in order to package and mail your orders to you, it is necessary to share your information with delivery providers.
Marketing and insights providers – marketing and insights tools allow us to understand our customers better so that we may provide you with the best possible website, products and customer service experience. We may share certain information about our customers to facilitate this process.
Customer service platforms – when you interact with our customer service team, your details are shared with our customer service platform providers.
Feedback forms – when you make a purchase, we engage a third party to send out feedback forms on our behalf.
Burt’s Online Cookies Policy
By visiting this website with your browser settings adjusted to allow cookies, you are consenting to Burt’s Online using cookies for the purposes outlined below in order to provide you with a fully functional shopping experience.
What is a cookie?
A cookie is a small text file which is downloaded and stored on your computer or mobile device by websites that you visit. Where cookie technology is not available, an anonymous identifier may be used. An anonymous identifier is a random string of characters used for the same purposes as a cookie.
Your browser accesses the cookie file only when you visit the website that generated it. This helps to ease your navigation by automatically logging you in and remembering things like your preferences and what’s in your shopping basket. Cookies allow sites like Burt’s Online to deliver you a personalised shopping experience.
The information stored within any given cookie can only be accessed by the website that created it and cookies are limited to communicating only the information that you have disclosed to the site.
We use the following types of cookie:
The list below details the cookies used on Burt’s Online. We have outlined who sets these cookies and their purpose. If the part reads something other than ‘Burt’s Online’, these are our third party business partners who help us to enhance your browsing experience.
Google Adwords; MSN/Bing; Double Click; Yahoo (Right Media); Facebook, Pinterest, Taboola, Rakuten (LinkShare).
Google Analytics (including Universal Analytics and Google Analytics for Display Advertisers)
Share This allows customers to share content, products and web pages from our website with other websites and social networking sites. The cookies used by Share This allow us to track the type of content, products and pages that our users are sharing to help us better understand which content is most engaging for our customers so that we can improve the content and customer experience in other areas of the website.
Social Media plugins
Sites such as Facebook and Pinterest, serve cookies in order to be able to share and discuss Burt’s Online products on social networks.
Session (for Transient) CookiesDuration of cookies:
Session cookies are stored in your computer’s memory for the length of your browsing session. They become inaccessible after the session has been inactive for a time and are automatically deleted from your computer when the browser is closed. They allow you to move from page to page without having to log-in repeatedly.
Persistent (or Permanent) Cookies
Persistent cookies are stored in your computer memory and are not deleted when the browser is closed. They are used to keep your preferences for the website, so they will be remembered for next time you visit the website. They are also used to collect information about the numbers of visitors, the average time spent on a particular page and analyse shopping behaviour on the website. This information is used to find how well the website works and where it can be improved.
Flash Cookies (or Locally Shared Objects)
You probably have Adobe Flash installed on your computer. Websites that contain Flash can also share small files on your computer that are used in the same way as cookies.
Flash cookies can also back up the data that is stored in other cookies. When you delete cookies, your Flash cookies are not affected. So a website may still recognise you if it backed up the deleted cookie information on a Flash Cookie.
Sharing with social networks
If you use the buttons that allow you to share products and content with your friends via social networks like Twitter and Facebook, these companies may set a cookie on your computer memory. Find out more about these here:
If cookies aren’t enabled on your computer, it will mean that your shopping experience on our website will be limited to browsing and researching; you won’t be able to add products to your basket or buy item. To enable and manage cookies, you can use your browser to do this. Each browser is different, so check the ‘Help’ menu of your particular browser (or your mobile phone’s handset manual) to learn how to change your cookie preferences.
© Burts Grass