Terms & conditions

This website is operated by AVT Imports (Partnership) / The Ratchet Shop Ltd. References to “we”, “us” and “our” are to The Ratchet Shop Ltd and AVT Imports — one and the same company. References to “you” are to the person placing an order via this website.

By placing an order you are deemed to have read, understood and agreed to these Terms. If anything is unclear, please contact us before ordering on 01638 731 608, by email at info@theratchetshop.com, or by post (address below). Placing an order is an offer to purchase the goods on the terms described in your order. Our confirmation email acknowledges receipt but is not acceptance — a contract exists only once an order has been accepted, processed and dispatched. Prices and availability may change without notice, and a delivery charge is added where appropriate. Orders accepted before 2.45pm are, subject to availability, dispatched the same day for next-working-day delivery to the UK mainland; later orders are treated as received the following day. All delivery dates are estimates and may change; we accept no liability for delays outside our control, or for goods once delivered where you have asked for them to be left without a signature.

Keep your account details private and choose a unique password. Each registration is for a single user. If you suspect unauthorised access, contact us at info@theratchetshop.com or 01638 731 608.

Gift vouchers can be redeemed online or by phone; they cannot be exchanged or refunded for cash, and can be used toward higher-priced goods on payment of the difference. We accept no liability for lost, stolen or damaged vouchers, and reserve the right to refuse any voucher that has been modified or defaced. Vouchers are valid only with a unique serial number.

Free delivery is offered on orders of £150 (net) or more and must be selected at checkout. If it is not selected, delivery is charged at the standard rate for the weight and will not be refunded afterwards. Two-day deliveries and deliveries outside the UK mainland (including the isles) may be excluded. We reserve the right to withdraw free delivery at any time without notice.

We take care to ensure descriptions and specifications are correct, but they are intended as a general guide and are not binding. If you receive a product that differs from its description, contact us within 7 days (item unused) and, once returned and inspected, we will refund it. Colours are a close representation only. Due to high stock turnaround, products may vary slightly in shade or hardware; please call to confirm specification if you have a specific requirement.

Out-of-stock items are highlighted while browsing and in your basket. If an item is unexpectedly out of stock, we will call to discuss how you would like to proceed.

If you are not happy with your purchase or ordered the wrong item, you may return it within 30 days of receipt for exchange or refund, provided it is complete, unused and in its original packaging. Delivery charges are not refunded unless the return is due to our fault. Returns are at your own cost and refunds are made once the goods arrive with us and are inspected. Faulty items may be returned outside this period. Special order / made-to-order items are not returnable unless faulty. Lifting and low-loader chains: please call to check whether your chain is returnable; chain returns are subject to a 20% restocking fee.

A signature from someone aged 18 or over is required. If you are unavailable, our courier (DPD) leaves a card to arrange redelivery; after two attempts the parcel is returned to the depot, and redelivery may be charged if the failure is not our or the courier’s fault. Parcels may be left with a neighbour unless you tell us otherwise at the time of ordering. Please report any non-delivery within 13 days of placing your order.

All prices are in pounds sterling and include UK VAT at the current rate. Delivery charges shown at checkout also include VAT, and your VAT invoice shows the VAT amount separately. For orders dispatched outside the UK, you are responsible for any customs or import duties and taxes charged in the destination country.

We do not knowingly sell to minors. Orders may only be placed by persons aged 18 or over.

We do not exclude liability for death or personal injury arising from our negligence, or for fraudulent misrepresentation. Otherwise, to the fullest extent permitted by law, we are not liable for any indirect, special or consequential loss, and our total liability shall not exceed the price of the products. We are not liable for any delay or failure to perform our obligations due to causes beyond our reasonable control.

We aim to keep the website available at all times but are not liable if it is unavailable for any period. The site may contain links to third-party websites provided for your convenience; we are not responsible for their content.

All content on this website is the copyright or trademark of The Ratchet Shop Ltd and AVT Imports. Reproduction is prohibited except for limited personal, non-commercial use.

These Terms and your use of the website are governed by English law and subject to the jurisdiction of the English courts. The site is designed for use within the UK. We may update these Terms at any time; changes take effect when posted, so please review them each time you use the site.

The Ratchet Shop, Nutting Grove, Upend, Newmarket, Suffolk, CB8 9PL. VAT Registration No: 720 3956 46. AVT Imports: Partners PC & AV Totman.