We want to make your purchasing experience as comfortable as sitting in your new ergonomic chair. We have therefore assembled some frequently asked questions to help you to make the right choice of product and to help you to feel secure in your dealings with us. Our specific contract terms do not affect your statutory rights as a purchaser.
Should you have any additional questions or if you would like to speak with us directly then please email info@posture.co.uk or telephone Sarah on +44 (01359) 252275. Alternatively, please write to Tim Evans, Posture Point Limited, Church Cottage, Church Lane, Hepworth, Diss, Norfolk, IP22 2PU.
Do you have a shop where we can try the chairs?
Do you manufacture chairs?
Do you sell chairs from just one manufacturer?
What if I am not happy with the chair once I have bought it?
Are all of your chairs guaranteed?
What if I need to have the chair repaired under guarantee?
Do you deliver the chairs?
Can I buy a chair on-line?
Can I cancel my order once it has been placed?
So how do we order from you?
How can we pay?
What is the position regarding Value Added Tax?
What do you charge for carriage?
Do you offer any discounts on multiple purchases?
Am I likely to be deluged with junk marketing material?
Do you have a Security Policy?
Do you have a Privacy Policy?
Q. Do you have a shop where we
can try the chairs?
A. No, we do not have a retail shop as such but we do have
an assessment centre and small showroom at our base between Diss
in Norfolk and Bury St Edmunds in Suffolk. We operate mainly through
referrals from existing customers; referrals from medical professionals;
referrals from disability advisors and mail order sales. Within
a 100 mile radius of Bury St Edmunds we also visit clients either
in their home or at their place of work. In some cases we can
take chairs for the client to try or can arrange for the client
to visit us where we have a showroom with about 20 of our most
popular chairs on display. With the Hoganasmobler and Opera ranges
we can also offer a 7-day sale or return evaluation period but,
unfortunately, only to customers in the UK. Although we do not
operate from shop premises we are, nevertheless, reputable and
well established having been in the business for almost 18 years
and last year selling more than 500 ergonomic chairs throughout
the world.
Q. Do you manufacture chairs?
A. No, we are retailers and therefore sell products which
are manufactured by other companies. In many cases, however, we
have been consulted and involved in the design of the chairs and
products we recommend and, in cases of specialist medical requirements,
we will actually design and develop, in liaison with the manufacturer,
a custom-built solution for the individual.
Q. Do you sell chairs from just
one manufacturer?
A. No, we are completely independent and able to recommend
and source chairs and products from a huge selection of manufacturers
throughout the world. We have current associations with more than
30 major manufacturers and, in some cases, can widen our sourcing
to include 'one-off' purchases where the medical or physical requirement
dictates one specific solution. In practice, however, we find
that the range and selection of chairs from just a handful of
quality companies can accommodate 95% of our clients. These particular
companies produce high quality chairs which are well-designed,
ergonomically correct, reliable, resilient and competitively priced.
Q. What if I am not happy with
the chair once I have bought it?
A. With all of our stock chairs i.e. chairs that can be bought
online, you have the right to change your mind and cancel the
contract within 7 days of receiving your goods. You are, however,
responsible for paying the return carriage charge which is £18
per chair and you are responsible for ensuring the safety and
condition of the goods whilst in your possession. With our other
chair ranges you will be deciding the colour, fabric, adaptations
etc and therefore the chair will be made to your personal specifications.
The Consumer Protection (Distance Selling) Regulations 2000 do
not apply to such goods and therefore you have no right to cancel
and we can only take such chairs back and provide a full refund
or replacement in the event of a fault. In the unlikely event
of you having any cause for complaint with either our service
or our products we guarantee to fully investigate your complaint
and reply to you within 5 working days of notification. If you
wish to complain or comment regarding either one of our products
or our service please address your complaint to Mr Tim Evans,
Director. The Customer Service telephone number is 01359 252275
and operates from 9am till 5pm Monday to Friday and calls are
charged at the Standard National rate.
Q. Are all of your chairs guaranteed?
A. Yes, all of our manufacturers offer at least a 12 month
guarantee against faulty manufacture or parts. The Opera, Hoganasmobler
and Credo ranges offer between 3 and 5 year guarantees, depending
on the part, i.e. fabrics are guaranteed for 3 years and mechanical
parts for 5 years. Gas lifts are guaranteed for 3 years. Stokke
chairs carry a 7 year guarantee on the wooden frames and 3 years
on fabrics. Please note that fabric guarantees from all of our
manufacturers are on a 'fair wear and tear' basis. It is therefore
entirely at the manufacturer's discretion whether fabric damage
is assessed as being due to a manufacturing fault or whether the
damage is assessed as user damage or fair wear and tear. These
manufacturers' guarantees do not affect the buyer's statutory
rights.
Q. What if I need to have the
chair repaired under guarantee?
A. It depends on the fault. If you are based in our area,
and the fault if of a minor nature, we may be able to visit you
and carry out the repair ourselves, on site. If you are out of
our area or the fault is more serious then we will arrange for
either the manufacturer to repair the chair on site or arrange
for the manufacturer to collect the chair, carry out the necessary
repairs and then send the chair back to you by courier. In such
an instance this may involve you losing the use of the chair for
at least 7 to 14 days.
Q. Do you deliver the chairs?
A. For clients within the East Anglia region, and in parts
of the Midlands and the South East, we offer a unique free delivery,
installation and training service. This consists of us delivering
the chair; unpacking and assembling it; testing the chair; adjusting
it to your weight and stature; training you in the use of the
controls and features of the chair, and then removing all packing
materials. For mail order and for clients outside of our area
we receive the chair from the manufacturer, unpack and test the
chair for faults, repack the chair and send it on to you by registered
courier.
Q. Can I buy a chair on-line?
A. For several reasons we have decided to offer on-line purchasing
facilities for only some stock chairs. We believe that buying
the right chair needs careful consideration, close examination
of the specifications and features and, in many cases, practical
specialist advice. Also, due to the potentially limitless range
of modifications, fabric types and colours, wood finishes etc.
there are very few 'stock' chairs that we can sell at the press
of a button. Additionally, because of the huge range of permutations,
we cannot carry ready stock of all options and many of our chairs
are therefore on a 28-day lead time for delivery. This can also
create difficulties with on-line credit card processing as we
would not be ready to ship at the time the card was debited.
Q. Can I cancel my order once
it has been placed?
A. Orders placed with us by telephone, fax or email are generally
for non-stock chairs which are built to your personal specifications;
such chairs are therefore classed as special orders. We place
your order with the manufacturer within 24 hours of you placing
the order with us. Such special orders fall outside of the Consumer
Protection (Distance Selling) Regulations 2000 and cannot be cancelled
without penalty once placed. Orders placed online for stock items
can be cancelled, without reason and without penalty up to the
time of dispatch - once dispatched such orders, provided they
are returned to us in saleable condition and in their original
packaging, can be subsequently cancelled within 7 days of receiving
the order but the purchaser is required to pay the return carriage
costs of £18 per chair. If you wish to cancel your order
please contact our Customer Services on 01359 252275; lines are
open from 9am to 5pm, Monday to Friday and calls are charged at
the National rate. If goods have already been dispatched then
please obtain a Returns Number from us before returning goods.
Q. So how do we order from you?
A. In the first instance please either drop us an email outlining
your interests or give us a call - our Customer Service line is
open from 9am to 5pm Monday to Friday and calls are charged at
the National rate. We can this discuss the options with you and
perhaps draw your attention to some suitable models for your requirements.
Having narrowed the field a little, we can then, if you wish,
either post you some further information and catalogues or email
some information to enable you to consider the options. Once you
are ready to order we can discuss fabric types and colours and
confirm an anticipated date for delivery.
Q. How can we pay?
A. We welcome Visa and Mastercard credit cards; Delta and
Switch debit cards; cheques drawn on UK banks; International Money
Orders and direct bank transfers. We will also accept official
Purchase Orders from British educational and Governmental departments.
UK-based plcs and Limited companies are able to set up credit
facilities with us but this takes at least 28 days. Unless we
have received an official Purchase Order, or you have an established
credit facility with us, we regret that we will be unable to dispatch
your goods until such time as we have received cleared funds.
If you wish to order on-line but prefer to post a cheque to us
then please leave the credit card section of the order form blank
and send a cheque, made out to 'Posture Point' to the address
shown on our home page. We will dispatch your order as soon as
your cheque is cleared through our bank, normally around 7 days
after receipt.
Q. What is the position regarding
Value Added Tax?
A. Posture Point is VAT registered; our number is GB521 0618
91. We are required to charge VAT on all sales within the European
Community; this includes the UK and most of Europe. If, however,
a purchase is being made from an EU country other than the UK
by a company that is VAT registered in its own country then, provided
the purchaser provides us with a valid tax registration number,
we can ship to them without charging VAT at source. Purchasers
from outside of the EU will not be charged VAT by us on shipping
but we cannot be held responsible for any duties or taxes that
may be charged by their authorities on importation to their country.
Q. What do you charge for carriage?
A. It varies by destination. On each product page we indicate
the UK carriage cost. The majority of our chairs weigh between
20Kg and 27Kg and UK carriage is £18 plus VAT. Our accessories
and seating aids are priced inclusive of carriage charges. Carriage
to other countries will be charged at cost price - this varies
from about £60 plus VAT for most of Europe to about £120
to the USA. Furniture is very heavy and therefore shipping costs
can be very high but, at the time of placing your order, we will
confirm to you the exact price you will have to pay for the product
with all carriage and taxes included. Those chairs which can be
ordered on-line have prices shown which include VAT and UK carriage.
Q. Do you offer any discounts
on multiple purchases?
A. We are always happy to discuss how we can give you better
value - even when you are ordering just one chair. Prices and
stock levels do change and therefore it is always worth contacting
us and requesting our best quotation for any product you require.
We will be happy to quote you our best 'all-inclusive price' within
24 hours of your request.
Q. Am I likely to be deluged
with junk marketing material?
A. Not from us! We do not send you any marketing material
unless you specifically ask for it and we do not pass any of your
details on to any other third party, nor do we give, swap or sell
any information to any other parties. Any personal details you
provide us with are stored securely in our offices and are not
seen by any other people other than our staff. Posture Point is
registered with the Data Protection Registrar - our registration
number is X4444871.
Q. Do you have a Security Policy?
A. Yes, we do. The only time we ask for any personal information
from you is when you complete our Secure Order Form. This order
form is sited on a secure server using the latest SSL technology
to ensure that all information you provide is transmitted in an
encrypted form and can pass across the internet safely. The 'padlock'
symbol in your browser and the site address of our Order Form
which starts 'https://' is your guarantee that your information
is safe. Our server uses 'firewall' technology to ensure that
our site and database is protected from hackers. Credit card information,
once received by us, is removed from the server and stored, in
paper form, in a locked cabinet. In our offices, personal information
and personal financial information is stored in locked cabinets.
Q. Do you have a Privacy Policy?
A. Yes, we take privacy matters very seriously. Our main business
focus is the provision of specialist seating services for people
with medical problems and disabilities. We have been working with
private, medical and confidential information for over 13 years.
We are registered on the Data Protection Register (X4444871) and
are required to maintain strict requirements regarding the collection,
storage and distribution of personal information. You have the
right to see any information we hold on you and you can request
a copy of such information at any time. Our Secure Order Form
requests you to provide the bare minimum of information necessary
to successfully complete the transaction. If we ask you, by email
or on the telephone, for personal information such as height,
weight or details of any particular medical problems, we are asking
such information only in order for us to be able to better recommend
products to suit you. You are quite at liberty to refuse to provide
such information. We hold personal records on customers for a
period of 7 years - this is to enable us to both meet our guarantee
obligations and also to meet Inland Revenue requirements to maintain
records of business transactions. After 7 years all information
is disposed of by secure means including shredding.
Should you wish to contact us regarding privacy matters then please
send an email to privacy@posture.co.uk.