Terms of Service

These Terms of Service apply to the use of the Cators website and to all orders placed through our online store.

By using this website or placing an order with us, you agree to be bound by these Terms. Please read them carefully before making a purchase.

1. About Cators

This website is operated by Cators.

Business name: Cators Limited
Registered address: 21-24 Kent House, Old Bexley Business Park, Bourne Road, Bexley, Kent, DA5 1LR
Company number: 13227381
VAT number: GB384805077
Email: sales@cators.co.uk

Throughout these Terms, “we”, “us” and “our” refer to Cators. “You” and “your” refer to the customer or website user.

2. Our Products

Cators sells silverware, gifts, accessories and related products, including sterling silver photo frames, bookmarks, money clips, decanter labels, barware and personalised items.

Where a product is described as sterling silver, it is made from .925 sterling silver unless otherwise stated. Some products may contain non-silver components, such as fittings, inserts, packaging, backing materials, ribbons, glass, wood, magnets or other functional parts. Product descriptions will indicate the main materials where relevant.

Product photographs are for guidance only. We make every effort to display products accurately, but colours, finishes, reflections, engraving appearance and perceived scale may vary depending on screen settings, lighting and manufacturing tolerances.

3. Hallmarking and Sterling Silver

Where required by UK hallmarking law, sterling silver items supplied by Cators will be hallmarked by a recognised UK Assay Office or otherwise legally compliant.

Some silver items may be exempt from hallmarking due to their weight, construction or the applicable hallmarking rules. Hallmarks may vary depending on the item, date of assay, Assay Office and product type.

Hallmark placement may vary and may not always be visible in product photographs. Hallmarks are part of the authenticity and compliance of qualifying precious metal items and should not be removed or altered.

4. Engraving and Personalisation

Many Cators products can be personalised by engraving. Personalised products are made or altered specifically for you.

You are responsible for ensuring that all engraving text, initials, dates, names, monograms, logos, artwork and instructions supplied to us are accurate. Please check spelling, capitalisation, punctuation, dates and layout carefully before placing your order.

We may refuse engraving or personalisation requests that we consider offensive, unlawful, misleading, infringing, defamatory or unsuitable for our brand or products.

Engraving position, size, depth and finish may vary slightly depending on the product shape, material, surface and technical constraints. We may make minor adjustments to layout or spacing where necessary to achieve a suitable result.

Unless the product is faulty or not as described, personalised, engraved, bespoke or made-to-order items cannot usually be cancelled, returned or refunded once production has begun.

5. Orders

When you place an order, you are making an offer to purchase the goods in your basket. An order is accepted when we issue an order confirmation or dispatch confirmation.

We reserve the right to refuse or cancel an order where:

• the product is unavailable;

• there is an error in the price, description or availability;

• payment has not been authorised;

• we suspect fraud or misuse of the website;

• the order contains unsuitable personalisation;

• we are unable to fulfil the order for a reason outside our reasonable control.

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled item or order.

6. Prices and Payment

Prices are shown in pounds sterling unless otherwise stated.

Prices may include or exclude VAT depending on how they are displayed on the website and our VAT status at the time of sale. Any applicable taxes, delivery charges or additional costs will be shown at checkout before you complete your order.

We accept the payment methods shown at checkout. Payment must be received in full before goods are dispatched or before work begins on personalised or made-to-order items.

We may change prices at any time, but changes will not affect orders already accepted unless there has been an obvious pricing error.

7. Availability and Made-to-Order Items

Some products may be held in stock and available for prompt dispatch. Other products may be made to order, engraved to order, finished to order or subject to hallmarking, polishing or workshop lead times.

Where a product has an estimated lead time, this is an estimate only and not a guarantee unless expressly stated. Sterling silver items requiring manufacture, finishing, hallmarking, engraving or polishing may take longer than standard stock items.

If a delay becomes significant, we will contact you using the details provided at checkout.

8. Delivery

Delivery options, costs and estimated delivery times are shown at checkout where applicable.

We will deliver to the address provided by you. You are responsible for ensuring the delivery address is complete and accurate.

We are not responsible for delays caused by incorrect delivery information, postal disruption, courier delays, customs checks, import procedures, adverse weather, strikes or events outside our reasonable control.

Risk in the goods passes to you when the goods are delivered to the delivery address you provided. Ownership of the goods passes to you once we have received full payment.

9. International Orders

If we accept orders for delivery outside the United Kingdom, you may be responsible for import duties, taxes, customs charges, handling fees or local compliance requirements.

International delivery times are estimates only. Customs delays are outside our control.

You are responsible for ensuring that the goods you order can lawfully be imported into your country.

10. Cancellations, Returns and Refunds

Your cancellation and return rights depend on the type of product ordered.

For standard, non-personalised goods purchased online, UK consumers usually have the right to cancel the order within 14 days of receiving the goods, unless an exception applies.

To cancel a standard order, you must contact us within the cancellation period and return the goods in unused, undamaged and resaleable condition, with original packaging where reasonably possible.

Unless the goods are faulty or not as described, you are responsible for the cost of returning the goods to us.

We may reduce a refund if the value of the goods has been reduced by handling beyond what is necessary to inspect them.

Personalised, engraved, bespoke, made-to-order or custom-made items are excluded from the standard cancellation right unless they are faulty, damaged or not as described.

11. Faulty, Damaged or Incorrect Goods

Please inspect your order when it arrives.

If an item is faulty, damaged in transit or incorrect, please contact us as soon as possible with your order number, a description of the issue and photographs where relevant.

Nothing in these Terms affects your statutory rights. If goods are faulty, not as described or not fit for purpose, you may be entitled to a repair, replacement, refund or other remedy under applicable consumer law.

Damage caused by normal wear and tear, misuse, accidental damage, improper cleaning, unauthorised repair, alteration or failure to follow care instructions is not treated as a manufacturing fault.

12. Product Care

Sterling silver naturally tarnishes over time and may require cleaning with a suitable silver cloth or silver care product. Tarnishing is a normal characteristic of silver and is not a fault.

Engraved, polished, textured or plated surfaces, where applicable, should be treated with care. Abrasive cleaners, harsh chemicals, moisture, perfume, chlorine, salt water and unsuitable polishing methods may damage the finish.

Any care guidance supplied with the product or shown on our website should be followed.

13. Website Content

All content on this website, including text, images, product descriptions, logos, designs, graphics, photographs and layout, belongs to Cators or is used with permission.

You may not copy, reproduce, distribute, modify, scrape, commercially exploit or use our website content without our prior written consent.

14. Customer Content, Artwork and Logos

If you provide text, images, logos, monograms, designs or artwork for engraving or personalisation, you confirm that you have the right to use them and that our use of them to fulfil your order will not infringe the rights of any third party.

You agree to indemnify us against any claims, losses, damages, costs or expenses arising from content, artwork or instructions you provide.

We may retain digital files, order notes or artwork for record-keeping, repeat orders, customer service and production purposes, subject to our Privacy Policy.

15. Gift Messages and Packaging

Where gift messaging or gift packaging is offered, we will use reasonable care to present the item appropriately. Packaging style, colour and format may vary depending on availability and product type.

Gift packaging does not alter your statutory rights, but returned goods should include all relevant packaging where reasonably possible.

16. Promotions and Discount Codes

Discount codes, promotional offers and gift cards may be subject to separate terms, expiry dates, exclusions and minimum order values.

We reserve the right to withdraw, amend or refuse promotions where they are used incorrectly, fraudulently or in breach of the relevant terms.

17. Liability

We are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

We are not responsible for:

• losses that were not foreseeable;

• business losses, including loss of profit, loss of revenue, loss of opportunity or loss of goodwill;

• delays or failures caused by events outside our reasonable control;

• minor variations in handmade, finished, polished, engraved or natural materials;

• damage caused by misuse, improper care or unauthorised alteration.

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability that cannot legally be limited or excluded.

18. Privacy

We process personal information in accordance with our Privacy Policy. Please read our Privacy Policy to understand how we collect, use and protect your information.

Shopify and our payment providers may also process your personal data in order to operate the website, process payments, prevent fraud and fulfil orders.

19. Third-Party Services

Our website may use third-party services, including Shopify, payment processors, delivery companies, analytics tools, marketing tools and embedded applications.

We are not responsible for the content, policies or operation of third-party websites or services, except where required by law.

20. Changes to These Terms

We may update these Terms from time to time. The version displayed on our website at the time you place an order will apply to that order.

You should check this page regularly to ensure you understand the terms that apply when using our website.

21. Governing Law

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

If you are a consumer, you may have the right to bring proceedings in the courts of the part of the United Kingdom where you live. Otherwise, disputes shall be subject to the courts of England and Wales.

22. Contact Us

For questions about these Terms, orders, returns or product information, please contact:

Cators
Email: sales@cators.co.uk
Address: 21-24 Kent House, Old Bexley Business Park, Bourne Road, Bexley, Kent, DA5 1LR