Terms & Conditions

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General Terms And Conditions

These terms and conditions form the basis on which you can visit us and our website. Please read them carefully as they contain important information.

This site is owned and operated by Santos and Payne. If you have any queries about these terms and conditions or if you have any comments or complaints on or about our website you can contact us here.

1:The Contract Between Us

By placing an order on our website, you declare you are at least 18 years old, and you are legally capable of entering into a binding contract .We must receive payment of the whole of the price for the goods that you order before you order can be accepted. Once payment has been received by us we will confirm that your order has been accepted by sending an email to you at the email address you have provided in your order form. Our acceptance of your order brings into existence a legally binding contract between us.

2:Accuracy Of Content

We have taken considerable care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at the time of publishing and that all goods have been fairly described. Any weights, dimensions and capacities given about the goods are approximate only. Please note: colours displayed in our product photographs may vary on different PC displays.

3:Making A Purchase And Availability

Making an online purchase at Santos and Payne is easy, quick and secure and is available 24 hours a day, 7 days a week. Simply browse our online shop and add any items you wish to purchase to your basket after confirming the quantity. When you have finished your shopping, just click on “checkout” and fill out the few details needed to complete your order. Please ensure that all fields marked with an asterisk * are completed, otherwise you will be unable to complete the checkout. All orders are subject to acceptance and availability. If the goods you would like to order are not available from stock we will contact you as soon as possible. No items will go on back order and we can contact you by email or phone to let you know when the product is back in stock.

4:Sales And Promotions

We have taken considerable care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at the time of publishing and that all goods have been fairly described. Any weights, dimensions and capacities given about the goods are approximate only. Please note: colours displayed in our product photographs may vary on different PC displays.

5:Acknowledge And Acceptance Of Your Order

You will need to provide us with your e-mail address and we will notify you by e-mail as soon as possible to confirm receipt of your order and e-mail you again to confirm details. An acceptance of your order will take place on dispatch of the good(s) ordered.

6:Ordering Errors

You are able to correct errors on your order up to the point on which you click “submit” during the ordering process.

7:Website And Catalogue Product Pricing And Descriptions

We undertake all reasonable care to ensure that all the details, prices and descriptions of products in our catalogues and on our website are accurate at the time when they are either entered onto our system or printed.

Whilst we always endeavour to keep the website as accurate and up to date as possible, there may be rare occasions where the information on the website or in the catalogue at a given time may not precisely reflect the position exactly the point an order is placed.

We do not give any warranty as to the accuracy or completeness of the information and cannot be responsible for any errors or omissions or for the results arising from the use of such information.

Please note that we are unable to confirm the price of a product until your order is accepted in line with our order acceptance conditions. We take every care to ensure that the description and specification of our products are correct at the time of going to press. However, the specifications and descriptions of products on this website and in the catalogue are solely to provide an approximate idea of the goods they describe and do not form part of the contract between you and us and are not intended to be binding.

The prices payable for goods that you order are set out on our website and are in £ Sterling. All prices are inclusive of VAT at the current rates and are correct at the time of entering information. Prices excludes delivery.

8:Payment Terms

Our Payment process is operated through PayPal via a secure server. You can check this by looking for the closed padlock at the bottom of your browser window at the payment stage. All card information is encrypted using the latest secure technology and passed directly to PayPal for authorisation. No credit card information is stored on the Santos and Payne server at any time.




We will charge your credit/debit card account for payment upon receipt of your order unless delivery cannot be fulfilled within 30 days. Please note that your payment transaction will appear as Santos and Payne on your credit/debit card statement. We accept no liability if a delivery is delayed because you didn’t give provide us with the correct payment details. If it is not possible to obtain full payment for the goods from your account, then we will cancel the contract and or suspend any further deliveries to you. This does not affect any other rights we may have.

9:Delivery Charges

Delivery charges vary according to the type of goods ordered and cannot be refunded. They are set out clearly under the “Delivery and Shipping” section of our website.


We will deliver the goods to the address you specify for delivery in your order. It is important that this address is accurate. Please be precise about where you would like the goods left if you are out when we deliver. We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions. Delivery times are not guaranteed. If delivery is delayed beyond our control, the delivery date will be extended by a reasonable period. We will contact you if we are aware of such delays happening, ex. extremely bad weather or courier strike.


You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or damage.

10:Risk And Ownership

Risk or damage to or loss of the goods passes to you at the time of delivery to you, or if you fail to take delivery at the time when we tried to deliver. You will own the goods once they have been successfully delivered and when we have received cleared payments in full. Goods supplied are not for resale.

11:Cancellation Rights

We hope that you will be delighted with your order, however there may be an occasion where you need an exchange or a refund. If you are a UK/EU customer, you have the legal right, under the Consumer Protection (Distance Selling) Regulation 2000 to cancel your order within 14 days following your receipt of the goods or the date on which we begin provision of the services.

If you want to cancel products that are not damaged or incorrectly supplied then you must inform us within 14 days, starting the day after you receive the order. You must take reasonable care of the products that you wish to cancel and not use them. Products should be returned at your cost within 14 days of receipt of your order.

If you would like to cancel the order at any time prior to dispatch please call us on 01451 810478 between 11am – 4pm, 7 days a week (except winter times). Telephone answering machine is in operation outside these hours. Please leave your message and we will get back to you as soon as possible.

12:Damaged Or Incorrectly Supplied Products

It is your responsibility to check all products you receive against your order. If the products you receive are damaged or incorrectly supplied on delivery then you must note the details of any damage or error in supply on the delivery documentation and inform us by phone or email only, within 14 days of delivery. You must return the products to us as soon as possible (within  14 days of the receipt of your order) after informing us that the products are damaged or have been incorrectly supplied. Please note that we will not accept the return of any damaged or incorrectly supplied products where you fail to notify us of this within 14 days of receiving them.

13:Cancellation By Us

We reserve the right to cancel the contract between us if:

  1. We have insufficient stock to deliver the goods you have ordered;
  2. One or more of the goods you have ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

If we do cancel your contract, we will notify you by email and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 15 days of your order.


If you do not receive goods ordered within 15 days of the date on which you ordered them, we will have no liability to you unless you notify us in writing about the problem at our contact address. If you notify a problem to us under this condition, our only obligation to you will be the following options:

  1. To make good of any shortage or non delivery.
  2. To replace and good that are damaged or defective.
  3. To refund to you the amount paid by you for the goods in question in whatever way we choose

Both parties shall only be liable under this contract for losses, which are a reasonably foreseeable consequence of the relevant breach of contract.


You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from out site. The importation or exportation of certain of our goods to you may be prohibited be certain national laws. We make no representation and accept no liability in respect of the export or import of the goods you purchase.

You will be responsible with the payment of any customs or import duties levied once the package reaches your destination country.


Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent to our contact address at Santos and Payne (The Payne Bridge Gift Shop), Windrush Cottage, Riverside, Bourton on the Water, Cheltenham, Glos, GL54 2DP. Alternatively you can inform us by email here. All notices from us to you will be displayed on our website from time to time.

We reserve the right to change these terms and conditions from time to time and it will be your responsibility to check and understand them.


You acknowledge and agree to be bound by the terms of our privacy policy which are clearly stated on our website under the “Privacy” section.

17:Third Party Rights

Nothing in this Agreement is intended to, nor shall it confer any rights on a third party.


Santos & Payne Gift Shop, Riverside Cottage,
Bourton-on-the-Water, Gloucestershire,
GL54 2DP.

TEL: +44 (0) 1451 810478

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