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Terms & Conditions

We are Silent Treatment Soundproofing LTD a company registered in England & Wales.

Company registration number is 09577546.
Trading address: Unit 3 Arden Press Way, Letchworth, HERTS. SG18-8WH. 
Our VAT registration number is: 285226294.

Please read these Terms and Conditions before placing your order. 

Orders and payments should be made via phone, online secure payment service and upon agreed timeframe of invoice/purchase order/pro-forma invoice.  

Please find our terms and conditions to help you place orders for materials and installation services via Silent Treatment Soundproofing website and phone. Here we will also outline who we are what services and products we provide and any other information regarding contracts and amendments.  

If you are ordering goods from our website or via phone, you are deemed to have understood and accepted these terms.  These terms and conditions are correct at the time of going to press.  If any of this information changes we will tell you by updating the terms and conditions on this website www.silenttreatmentsoundproofing.co.uk 

We are a UK based company who will primarily sell and provide services throughout the UK. If you do have an enquiry outside of the UK, please contact us for further information.

We can be contacted on 01462-222-123 or site address or email info@silenttreatmentsoundproofing.co.uk.

We will contact you to confirm/discuss orders, arrange deliveries, discuss installation details, dates and other relevant information regarding the purchase and installation of your project. If you wish to cease communication, opt out, or any other reasons, you would like to no longer be contacted, please just let us know via email, phone or in writing and we will happily remove you from our listing.

Upon placing an order or requesting an installation, you may receive an email. This is to confirm you have placed an order, but will not be a confirmation of any contract between two parties. A contract will be agreed upon once we have confirmed either/or delivery dates, installation dates and received payment. Until the goods are despatched the order/installation may not be accepted by Silent Treatment Soundproofing LTD. 

If we are unable to accept your order or carry out your installation, we will inform you of this and will not charge you for the products and/or services. This maybe due to the product being out of stock or we are unable to provide the personnel for the dates of installation, due to illness, unforeseen circumstances, other. In the event that we have had to cancel or postpone an agreed upon installation we will try our very best to give the next best dates available. If you do wish to cancel for a full refund, then this will be issued upon request.

We may experience late price increases and may also experience our stock orders being cancelled without notice. In this event, we will cancel the orders and amend the costs. If this happens, then we are able to provide you with a full refund is required without notice.

If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a miss-pricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

Please quote any order numbers, invoicing numbers, purchase orders, or any other relevant information when discussing your orders.

Amendments

If you do need to make any amendments to your orders, or if we need to inform you of any price increases or stock shortfall this can be done via email or in writing. 

We may change the product to reflect changes in relevant laws and regulatory requirements; and/or to implement minor technical adjustments and improvements. 

Due to circumstances beyond our control, prices may go up or down, including any changes in VAT. 

We may display both ex-VAT and inc-VAT prices on each product page, please ensure you are aware of the applicable VAT rates before placing your order. All prices shown are cash prices in sterling. 

The current prices of the product will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the prices of products on the website and on your order are correct. However it is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. If the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated, we will contact you for your instructions before we accept your order. 

 

If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a miss-pricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

 

Stock Availability 

We both hold stock and ship directly from the manufacturers, this means we can be quite sure of confirming your order but is not always guaranteed. You will receive a delivery date confirming your order in 1-2 working days of placing your order and this will be to also confirm that we have sufficient stock of the quoted materials. If you do not receive confirmation of either delivery or the materials order confirmation then thi may mean this has not been processed and you should call or email to clarify. 

We reserve the right to cancel or delay orders if stock is not available, in such instances we will make contact with you first to confirm the most convenient option for you.

 

Delivery 

The costs of delivery will be as displayed to you on our website or within the provided quotation. The time taken for your goods to be delivered will be agreed and will be honoured to the best of our ability but no delivery timeframes are guaranteed. We will use different courier services to dispatch our products and will always endeavour to complete on time. 

If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

Delivery will be a kerbside drop and should have at least one authorised adult to receive, check and sign for the items on delivery.Please note that the driver will be unable to carry the items into the property.

Many soundproofing items are heavy and 2 person lifting is advised where possible.

Delivery will typically be between 8-6:30pm Mon-Fri unless previously arranged otherwise. 

If no one is available at your address to take delivery, our courier service may leave you a note informing you of how to rearrange delivery or a collection in accordance with their terms. We may use third part couriers, If the date of your delivery has passed and you have not received the items, please contact us.

We may also be able to arrange for the products to be left in a safe place i.e. driveway, garage etc. This should be arranged prior to delivery to allow us a chance discuss with our drivers. 

If after a failed delivery to you, you do not re-arrange delivery, we are unable to contact you to arrange new delivery options within a 2 day period we reserve the right to cancel the contract and apply a 20% restocking charge. Any paid shipping fees will also be non-refundable.

We must be notified immediately upon parcel receipt of any short deliveries, faults or breakages and within 10 days of goods dispatch.  We will ask for all faulty goods to be returned for inspection and will issue a full refund upon their return. 

Goods which are returned because they are simply unwanted or not fit for purpose through your own error, will need to be returned by the customer and will incur a 10% restocking fee. 

Delivery Charges

Our delivery rates are calculated on weight, height and quantities basis. Most items will be delivered on either 1200 x1200mm or 1200 x 2400mm pallets. Standard deliveries are delivered by courier and can be received between 1- 5 working days from order.

*Please note: Delivery services could be affected by public holidays, adverse weather and busy periods, please allow sufficient time for your goods to arrive for your project and never book installers before your goods have arrived. Delivery times cannot be guaranteed and no delivery services are available on bank holidays.

You should never book installers before you have received your products/items, we cannot be held responsible for costs incurred by yourself as a result of delivery complications and delays.

Our services do not include weekends (unless arranged through a designated vehicle). Deliveries to the Isle of Wight, Isles of Scilly, Channel Islands and Isle of Man, should be discussed with Silent Treatment Soundproofing before placing your order, as additional carriage fees may apply. 

Unfortunately as we use pallet networks, a specific time slot cannot be provided. Should you have any special requirements, please confirm the feasibility of them before placing your order. 

Late/lost deliveries

We cannot consider or start a refund application of the products until 7 working days after the date of dispatch, we will do our very best to locate these products within the pallet network/courier service in this time. 

Re: legal rights of a late delivery: If we miss the delivery deadline for any products then you may treat the contract as at an end straight away if any of the following apply:​

  • A clear indication that the date of delivery and procurement of the products at this specific time is essential.

  • Delivery within the delivery deadline was essential. 

If you wish to keep the sales contract in place you can request new specific dates for delivery. 

In the event you choose to end the contract for late delivery, you can cancel your order or reject items that have been delivered. If you wish, you can reject or cancel the order for some of those products (the items you choose).  After that we will refund any sums you have paid to us for the cancelled products and their delivery. If the products have been delivered to you, you must either return them by arranging a courier to bring them back to our warehouse, or by allowing us to collect them from you. We will pay the costs for the carriage and/or collection in this instance. Please call customer services on 01462-222-123 or email us at info@silenttreatment.co.uk to arrange collection.

The product(s) will be your responsibility from the time the goods are received at the specified delivery address, to the point they are collected by our couriers for return. If you decide to use your own couriers, it is your responsibility to ensure sufficient insurances are in place incase of further damage or loss of goods. In cases where you use your own courier, the items will be yours/the couriers responsibility until they are received back at our warehouse.

Suspended Products

We may have to suspend the supply of a product for:

  • Unforeseen supply issues

  • Technical changes;

​  • Changes in laws and restrictions. 

We will contact you to tell you we are suspending supply of the product.  If we have to suspend the product we will adjust the order price so that you do not pay for products while they are suspended. 

Making Payment

Payments can be made upon invoice (within the agreed timeframe), purchase order or pro-forma invoice via BACS or other agreed methods. We accept payment with Visa, MasterCard, Paypal, & Maestro. Products must be paid for before we dispatch them. Taking of payment from you to Silent Treatment Soundproofing does not indicate that a contract has been formed between you and Silent Treatment Soundproofing. 

By Telephone

We may take orders over the phone or by a pro-forma invoice.To make a payment using telephone or to arrange a pro-forma invoice, call us on 01462-222-123.

By placing a telephone order or by completing and submitting the online order form (including your payment details), you are making an offer to purchase materials which, if accepted by us, will result in a binding contract. Payment will be refunded to you if your offer is later refused or rejected by Silent Treatment Soundproofing or its suppliers.

Shopping using a Credit or Debit Card with Silent Treatment Soundproofing Ltd. 

Please pay for items as they are ordered by credit or debit card or PayPal. You will not be charged additional fees for the chosen payment method used.

Via Internet

Please visit www.silenttreatmentsoundproofing.co.uk

If you change your mind:

If you do decide you wish to cancel your order then under the Consumer Contracts Regulations you have this right, if you change your mind, you have 14 days from receiving your goods in which to contact us. You must inform us of your wish to cancel either by email (info@silenttreatment.co.uk) or by calling 01462-222-123 within a period of 14 days beginning on the day you receive your goods.

Care should be taken of the delivered items and they should be in an unopened, resalable condition and unmixed from any other items. They should arrive back to us in the original packaging and in a reasonable state. 

Any courier used by the customer to return the products should use a recorded delivery service and will be responsible for any damage to the products whilst in transit and lost or damaged goods may  may reduce your refund of the price to reflect any reduction in the value of the goods.  Please take photos before sending any items back to us for a refund in a well protected, well packaged manner. 

For full details of your rights under the Consumer Protection Regulations, please contact your Citizens Advice Bureau or a Solicitor. 

If you have changed your mind, your refund will be made within 7-10 days from the day on which we receive the product back from you.

Exceptions to the Returns Policy

Returned items which are not in new or unused condition may not be fully credited to your account unless they are faulty or damaged. We are also unable to accept returns for items such as bonds or adhesives, as they are classed as perishable items.

Complaints

Please send any complaints to: Silent Treatment Soundproofing Ltd. Unit 3, Arden Press Way. Letchworth SG18-8WH or call 01462-222-123 or email info@silenttreatment.co.uk   All complaints are investigated, logged and replied to. We aim to deal with complaints speedily and sympathetically.

Ratings,Reviews & Feedback

We encourage customer ratings and reviews of our products and services to help  improve our service.  However we have guidelines with regard to customer conduct surrounding such feedback.

By submitting feedback to Silent Treatment Soundproofing , you warrant that:

  • That is known by you to be false, inaccurate or misleading;

  • All content that you post is accurate;

  • That infringes any third party’s copyright, trademark, or privacy;

  • That is, or may reasonably be considered to be, defamatory, racially or religiously biased or offensive, contains obscene language, or is threatening or harassing to any individual, partnership or corporation;

  • You are the sole author and have not copied the content from any third party;

All content that you submit may be used at our sole discretion. We reserve the right to change, condense or delete any content on our websites that we deem, in its sole discretion, to violate the above guidelines.  We do not guarantee that you will have any recourse to edit or delete any content you have submitted.  We reserve the right to remove or to refuse to post any submission for any reason. You acknowledge that you, not Silent Treatment Soundproofing Ltd are responsible for the contents of your submission.

By submitting your email address in connection with your rating and review, you agree that Flooring Warehouse Direct may use your email address to contact you about the status of your review and other administrative purposes.

We hold and drop ship our products

We are a supply and fitting company that holds stock of materials for our own installation service and sales as well as drop shipping from our manufacturers and suppliers. We only work with reliable and experienced companies to ensure the best service for our customers. 

Copyright

Images and drawings are not to be copied unless Silent Treatment Soundproofing Ltd have given written consent either by post or email. 

Law​

These terms are governed by the laws of England and Wales.

We reserve the right to amend these terms and conditions at any time. Your statutory rights are not affected.

Each of the clauses of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

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