Trading through our WEBSITE – Terms & Conditions

Please read these terms carefully; you may wish to print and keep a copy of them for your reference.
Opening Times

Our store and offices are open 6 days a week. Monday to Friday – 8:00am to 5:00pm : Saturday – 8:00am to 1:00pm: Closed – Good Friday, Easter Monday, Christmas Day, Boxing Day and all other bank holidays.
How to place order

Orders may be placed via our website system, or by telephone or email to our sales team. Please make sure you supply us with your full postal address, phone number(s) and email address.
Telephone calls may be recorded or monitored for training and compliance purposes.


Making a contract with us

When you place an order with us, you are making an offer to buy goods. A confirmation of your order will be emailed or posted to you.   Once we have checked the stock-level, availability and price of the goods, we will e-mail you to confirm that we accept your order, and that a contract has been made between us.   When payment is confirmed, products will be dispatched.   Great care is taken in checking that the product information published on our website is as accurate as possible. In the unlikely event that:- some or all of the items are no longer available, a product being out-of-stock with a significant delay before restocking, or we have made a pricing mistake on our website, we will advise you of this to see if you wish to:-

(i) revise your order
(ii) proceed with the order with dispatch of “in-stock” items, and temporarily-out-of-stock items placed on “Back-Order”, or
(iii) withdraw your order and request a refund. You will receive an e-mail confirming the outcome of this.

In the event of (i) or (ii) we will email you with confirmation of the order and that a contract has been made between us.   In the event of (ii), the purchase and dispatch of in-stock items will be considered as a separate contract and will be dispatched with payment taken separately; purchase of temporarily-out-of-stock items placed on “Back-Order” will be considered as a separate contract and will be dispatched with payment taken separately.

If goods are not available, we may, under certain instances, supply you with appropriately-chosen substitute goods of equal suitability. If you decide not to accept the substitute goods, you will not have to pay to return them to us.

Before ordering, please check that sizes and specifications match your requirements. If in doubt, please contact a member of our sales staff.

We reserve the right to adjust the VAT rate applicable if this changes by law, and, if an order has already been placed, you will be informed by email of any such change.


Delivery charges are calculated according to the size and weight of items/packages.

Delivery options and prices will normally be visible at the “check-out” stage of our website store. Typically, delivery of in-stock items to mainland UK addresses, should arrive in 3 to 5 days.

Special options and rates for packaging and delivery may be arranged by contacting us directly.

Delivery charges for large or fragile goods may need to be specifically priced. We will inform you of delivery costs before we consider your order accepted and a contract between us being in place.

We deliver to the UK only (unless by special arrangement)


Ordered items may be collected from our branch in Camrose, by prior arrangement following clearance of payment. (See opening times above.) We will endeavour to complete all orders well within 14 days. If a special order item is likely to take longer than 30 days to be dispatched, we will inform you and you will be entitled to cancel the order. If the goods are lost or damaged in transit, please let us know promptly.


We accept payment by most credit, debit cards (not American Express). Payment will be taken in GBP – British Pound Sterling.

When you place an order and submit payment via our website, payment will be taken subject to the security checks of our PCI DSS accredited mechant client and paypal.

If an overseas credit or debit card is used the exchange rate will be determined by your payment card issuer. Cash payments can be made in person at our branch in Camrose (See opening times above.)

Cancellation and returns

You can cancel your contract at any time up to 14 days after the day of delivery. To do this, please email or write to us at the address shown on your order confirmation. You do not have to give any reason for cancellation; however, a brief explanation may help us to improve the service we offer in the future.

If you cancel, you must return the goods to us at your own expense.

You must ensure that the goods are packaged adequately to protect against damage. If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value. Some items may be subject to a restocking charge.

Items need to be unused and in original packaging.

Faulty goods

If there is a problem with the goods, please contact us with details. We will deal with the matter in accordance with the product warrantee, our returns policy and your legal rights.

In the event of a refund being appropriate, all moneys due will be refunded within 30 days.


Changes to these terms

These terms were last revised on 3rd of August 2015. These terms apply to orders submitted on or after this date. We may change our terms and conditions at any time, so please do not assume that the same terms will apply to future orders.   Camrose Country Hardware may change or add to our terms and conditions for security, legal or regulatory reasons. Camrose Country Hardware will give notice of any changes or additions, by publication on this website. We will not use this right to vary the terms of any special offer that applies to you. You may cancel your contract-to-buy in accordance with the Consumer Contracts Regulations (in force since June 2014).


Nothing within these Terms & Conditions affects your statutory rights.