Frequently Asked Questions - Webshop UK

General information

Do you sell to businesses as well as consumers?

Our website and Terms and Conditions are designed for sales to consumers only. You cannot use any goods we sell on our website for commercial, business or resale purposes. Please contact us if you have any queries.

How can I place an order for goods?

You can browse our website and select the goods you wish to purchase by placing them in your shopping basket. Once you have completed your selection(s), you will need to click the 'Checkout' button and the next pages will guide you through the steps you need to take to place an order with us.

When is our contract formed?

Our contract with you is formed when we send you an email to confirm that we have accepted your order.

What happens if I place an order for goods but am informed they are no longer available?

If we are unable to supply you with the goods you have ordered for whatever reason, for example, because we are unexpectedly out of stock or because of an error in the price of the goods on our website, we will let you know as soon as possible by email and refund any sums you have paid.

Promotional codes

Any promotional code that we issue to you shall be subject to the specific terms and conditions stated at the time of issue. One promotional code may be used per order. Promotional codes cannot be combined or used in conjunction with any other offer or discount. Promotional codes are non-transferable, have no cash value, and may be withdrawn or amended by us at any time without notice.

How can I contact you?

You can contact our customer service team:

by telephone on 01495 713254; or
by email at info@noel-marquet.co.uk

Our opening hours are Monday – Thursday 9am- 5pm (Friday 9am – 4pm).

Orders and returns

When will I receive my refund if I return goods?

We will process any refund due to you within 14 days of:

receiving the returned goods; or
receiving evidence that you've sent the goods back to us (which ever comes first).

Refunds will be made using the same payment method you used for your order.

When will my order be delivered?

We aim to deliver all goods within 2-3 working days. Occasionally, our delivery to you may be affected by events outside our control. Where this affects our delivery of goods to you, we will contact you as soon as reasonably possible and do our best to arrange a new delivery date with you. Please note that if you choose for the goods to be delivered to a safe place or to be left with a neighbour (or other third party) you are responsible for such goods once we or our courier deliver the goods to that safe place, neighbour or other third party and delivery of the goods shall be completed when we do so.

Can I change my order?

Unfortunately, once your order has been placed on our website, we are unable to make any changes to it (including changes to items, delivery address, or payment method).

Can I cancel my order?

You have a legal right to change your mind about a purchase of goods on our website and subsequently cancel the order and contract with us during the period set out in the table below.

Your legal right to cancel starts from the date on which we email you to confirm that we have accepted your order. Your deadline for cancelling the order then depends on what you have ordered and how it is delivered, as set out in the table below:

Your Contract

End of the cancellation period

Your contract is for goods (which are not delivered in instalments and/or on separate days).

The end of the cancellation period is the end of 14 days after the day on which you receive the goods.

Example: if we provide you with email confirmation that we have accepted your order on 1 January and you receive the goods on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.

Your contract is for either of the following:

· goods which are delivered in instalments on separate days.

· multiple goods which are delivered on separate days.

The end of the cancellation period is 14 days after the day on which you receive the last instalment of the goods or the last of the separate goods ordered.

Example: if we provide you with email confirmation of the acceptance of your order on 1 January and you receive the first instalment of goods or the first of your separate delivery of goods on 10 January and the last instalment of goods or last separate delivery goods on 15 January you may cancel in respect of all instalments and any or all of the separate delivery of goods at any time between 1 January and the end of the day on 29 January.

How do I cancel my order?

You must inform us that you wish to cancel your order before the cancellation period has expired. For more information about the cancellation period, please see FAQ: Can I cancel my order?

You must inform us if your wish to cancel by using one of the following methods:

by telephone on 01495 713254,
by email info@noel-marquet.co.uk; or
by post to NMC (UK) Limited 5b Tafarnaubach Industrial Estate, Tredegar, Gwent, NP22 3AA

For the information that you need to provide to us to cancel your order, please see FAQ: What information do I need to provide to cancel my order.

What information do I need to provide to cancel my order?

Please provide us with as much information as possible to help us identify your order. This should include:

confirmation that you wish to cancel your order;
your full name and your address;
the order number set out in your email order confirmation;
the date of order as set out in your email order confirmation;
the date the goods were received (if applicable);

You may find it easier to copy and paste the sample cancellation form into an email and insert your details. See here for link to the cancellation form. Please note that use of this cancellation form is not mandatory.

How will I receive my refund?

We will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you.

What happens when I cancel my order before I receive the goods?

If you cancel your order before we have shipped the goods, we will refund you the price for the goods and the delivery costs you paid (if any) within 14 days from the day on which we received notice of your cancellation.

What happens if I want to cancel my order after I receive the goods?

You will need to return the goods to us in accordance the details below and our Terms and Conditions.

How do I return goods?

To be eligible to return any goods you've purchased, you must notify us within 14 days of receiving the goods. You can notify us by:

telephone on 01495 713254,
email at info@noel-marquet.co.uk; or
post to NMC (UK) Limited 5b Tafarnaubach Industrial Estate, Tredegar, Gwent, NP22 3AA

Please provide as much information as possible so that we can identify your order.

You must then return the good(s) to us within 14 days of your notification to us that you wish to return the good(s). We do not accept returns after this time.

The good(s) must be unused and in their original condition and packaging. You should refer to the installation manuals and technical brochures provided with the goods or which are available at https://noel-marquet.uk/en/documents. It is your responsibility to follow the instructions in the applicable installation manual. Failure to do so may result in damage to the goods and/or reduce your ability to return items for a full refund.

Once we have received the goods, we will refund you the price you paid for the goods. If we find that the goods have been used or damaged, then we are entitled by law to reduce your refund to reflect any reduction in the value of the goods.

What is your address for returns?

Please package the goods in their original packaging or in an alternative safe and secure parcel and send to the following address:

NMC UK Ltd
Unit 4 Tafarnuabach Industrial Estate
Tredegar
Gwent
NP22 3AA
'Unit 4'

Please ensure that the parcel is addressed to 'Unit 4'. If the goods are delivered to the incorrect warehouse then your return and refund could be delayed.

Who is responsible for the cost of returns?

Unless the goods are faulty or not as described, you will be responsible for the cost of returning the goods to us. We recommend (but it is not mandatory) to return goods to us via a tracked delivery method and retain receipt of postage.

Please note that some of the heavier goods we sell will need to be returned using a carrier. Please be aware that carrier charges will be dependent on the weight and volume of the package you are returning.

What if goods arrive faulty or not as described?

If you receive goods from us that are faulty or not as described, please contact us by:

telephone on 01495 713254,
email at info@noel-marquet.co.uk; or
post to NMC (UK) Limited 5b Tafarnaubach Industrial Estate, Tredegar, Gwent, NP22 3AA

You will need to return the faulty goods to us and we will then refund you the price you paid for the faulty goods (in full) together with any applicable delivery charges. We will either issue you with a pre-paid postage to return the goods, or reimburse you any reasonable costs you incur in returning the good(s) to us. Please ensure you contact us before making any return.

Can I exchange goods I've purchased?

To be eligible to exchange any goods you've purchased, the goods must be unused and in their original condition and packaging and you must request an exchange within 14 days of receiving the goods.

To request an exchange and for confirmation as to whether we have your preferred goods in stock, please contact our customer service team:

by telephone (01495 713254) or
by email (info@noel-marquet.co.uk).

We will refund you any difference in cost where the item you are returning is more expensive than the good(s) you are exchanging for. You will be responsible for any additional costs where the item you are exchanging for is more expensive than the item you are returning.