Terms & Conditions - Copy as at 200706



The steps required by you to enter into a contract with us are that you place your order for the products by clicking on the pay now button at the end of the checkout process once your product information, payment details and personal information have been submitted. You will be guided through the ordering process by our website and its instructions. Please take time to ensure that your order details are correct.

Once you have submitted an order, we will send you an acknowledgement email detailing the products you have ordered. This email acts simply as an acknowledgment that your order has been submitted and will be processed by us, not that the order is confirmed or accepted.

Please note all orders are subject to stock availability. We will contact you as soon as possible if the goods you have ordered are not available.

Non-acceptance of an order may arise from a number of reasons including (but not limited to):-

  • Not being able to take payment from you
  • A pricing or product description error on our behalf
  • You not meeting any eligibility criteria
  • Unavailability of stock

Please note we will not file a copy of the contract between us.

Changing or cancelling an order

We’re sorry that we cannot make changes or cancel an order once you have placed it. If you are not happy with the item, please return it using the Returns Process.

Paying for orders

Payment can be made by Credit or Debit cards directly from the pages of this site. All payments must be in Pounds Sterling.

Delivery of orders

Delivery is charged on all orders as shown within these pages. The delivery costs may vary dependent on promotional offers in place but the amount to be charged will be shown on the final total before the customer can proceed with the order. In proceeding with the order it is deemed that the customer agrees with the quoted delivery costs.

We have competitive delivery charges for overseas orders please see our delivery page for current rates

We may agree to deliver to another address or location which is agreed between you and our courier.

We endeavour to carry good stock of our range of products, however delivery times may vary depending on the goods involved and the time of year. Should any item ordered not be available from our stock every effort will be made to obtain the goods and contact you with a realistic delivery time.


Prices quoted are inclusive of VAT. The VAT will be deducted from any orders placed and delivered outside the EU.

Pricing and payment

John Norris of Penrith has taken every care in the preparation of the content of this website and any email newsletters, in particular to ensure that prices quoted are correct at time of publishing and all products have been fairly described. However, orders will only be accepted if there are no material errors in the description of the goods or their prices as advertised on this website or in emails.

The price of the product does not include delivery charges. Our delivery charges are as quoted on our site.

You can only pay for your products by using a debit card, credit card. The cards we accept are shown at the time of ordering.

Payment for the products and all delivery charges is in advance.

All goods remain the property of John Norris of Penrith until paid for in full.

Secure payment by credit and debit cards

Credit card details are encrypted and processed by the SagePay payment gateway.  We do not have access to your card details. These details are not retained once a transaction is complete.

Our prices are competitive, but if you are offered goods at discount or Special Offer prices by our competitors we may match the price. You are a valued customer.


The price of a product includes VAT (where applicable) at the current rate chargeable in the United Kingdom. However, if the rate of VAT changes between the date of your order and the date of delivery, we may adjust the VAT you pay, unless you have already paid for the products in full before the change in VAT takes effect.

Responsibility for Local Taxes and Duties on orders sent VAT free, are the responsibility of you the customer.

Returns policy

We will gladly exchange or refund your unused purchase if you return it within 28 days of receipt. All items must be returned as new and with all packaging / labels still attached.

In order to comply with Health & Safety regulations, any faulty items being returned for assessment must be in a clean and dry condition free from mud and dirt.  We regret that we are unable to process items that do not meet this criteria and such items will be returned back to you. In some cases the manufacturer/supplier may require to see the item(s) before repair or replacement can be agreed.

Returning Items Having Changed Your Mind

Refunds and exchanges will be processed upon receipt of goods that are in re-saleable condition and accompanied by a returns note. Return postage costs are the responsibility of the customer, we regret that we cannot be held responsible for returned goods lost in transit.

Returns from outside the UK should be clearly marked GOODS BEING RETURNED TO COUNTRY OF ORIGIN. This information should also be entered on any customs declaration that is required.  John Norris of Penrith reserves the right to refuse any returned parcel that has attracted any customs charges.


We can only process refunds via the original payment method used for the purchase.

Refunds will usually be processed within five (5) working days of products being received back.

Please return your goods to: Returns, John Norris of Penrith, 21 Victoria Road, Penrith, Cumbria, CA11 8HP.

Distance selling regulations

The Distance Selling Regulations state that your right to cancel an order starts from the moment you place your order, and doesn’t end until seven working days from the day after you receive your goods.

In this case we will issue you with a full refund however you will need to return the entire order at your own cost.

In all cases, the goods must be in an unused and saleable condition with all tags and labels attached and will be inspected on their return.

If you decide to cancel the contract for your order with John Norris you must let us know in writing (email is fine), quoting your customer number.  We will acknowledge your request by email.

Email: sales@johnnorris.co.uk

Address: John Norris of Penrith, 21 Victoria Road, Penrith, Cumbria, CA11 8HP.

Orders to us by post

PLEASE MAKE ALL CHEQUES PAYABLE to: John Norris of Penrith and send to 21 Victoria Road, Penrith, Cumbria CA11 8HP.

Paper Gift Vouchers will need to be sent to us to enable us to exchange them for goods.

Shop Opening Hours:

Normal opening hours are - Monday to Saturday 9.00am to 5.30pm and Sunday 10.00am to 4.00pm. Open all Bank Holidays except the first May Day, Christmas Day, Boxing Day and New Years Day. Please check here for more details.

Mail Order Opening Hours:

Normal opening hours are - Monday to Friday 9.00am to 5.30pm and Saturday 9.00am to 3.00pm. Closed on Bank Holidays. Please check here for more details.

Product descriptions

The images of our products are for illustrative purposes only. We make every effort to ensure the images and colours are accurate but we cannot guarantee the images and colours on your computer are exactly the same as the product. The products may vary slightly from those images. We comply with our statutory obligation to ensure that the goods we supply conform to the contract we enter into with you.

Promotional offers

Vouchers, coupons, discounts and promotional codes offered by us are valid only for use as part of a purchase made via www.johnnorris.co.uk or in our store, unless otherwise stated.

John Norris E-Vouchers

Our E-Vouchers are delivered by email and contain instructions on how to redeem them at checkout on our website.

Our E-Vouchers have no additional processing fees.

We will email you your E-Voucher as soon as we have processed your order. PLEASE KEEP THE EMAIL SAFE.

The email confirmation of your E-Voucher purchase will contain a link to your E-Voucher where you will be able to see your unique E-Voucher Code and any outstanding balance. You will also have an option to print your E-Voucher.

Our E-Vouchers can only be redeemed online at www.johnnorris.co.uk - they CANNOT be redeemed by Mail-Order or in person in our shop.

Our E-Vouchers may not be exchanged for cash.

Our E-Vouchers are valid for 12 months from date of purchase.

We reserve the right to amend these Terms and Conditions from time to time where it is necessary to do so.

Data protection and privacy

We will use your personal information in accordance with our Privacy Policy and always in accordance with the Data Protection Act 1998.

You may be contacted by email in relation to future offers and for marketing purposes if you have ticked the Newsletter sign up box.

You can unsubscribe from these emails.

Queries, requests and complaints

Please contact us by phone on (01768 864211) or Email (customerservices@johnnorris.co.uk) if you have any queries, requests or complaints.