1. Introduction
These Terms and Conditions govern purchases made through Shieldandstow, available at https://www.shieldandstow.com.
In these Terms, “Shieldandstow”, “we”, “us” and “our” refer to the business operating the website. “Customer”, “you” and “your” refer to any individual placing an order or using our website.
Shieldandstow operates from Canada and offers products to customers in European markets. These Terms apply to orders placed through our website, together with the relevant product information, order confirmation and applicable policies.
By placing an order, you agree to the contractual terms applicable to that purchase. Nothing in these Terms excludes or restricts any mandatory rights that apply to you under the law governing your transaction.
2. Products and Product Information
Shieldandstow offers products for balcony organisation and outdoor household storage, including outdoor furniture covers, cushion storage bags, dust covers and balcony storage bags.
Product descriptions, dimensions, materials, colours, quantities and other relevant details are provided on the applicable product pages. Customers should review the information provided before placing an order and select products appropriate for their intended use.
We take reasonable care when preparing product information and updating our website. Product colours may appear differently depending on individual display settings and viewing conditions.
Where a product description contains an error or material information changes, we will take appropriate steps to address the matter in accordance with applicable law.
3. Orders and Contract Formation
When placing an order, you are responsible for providing accurate contact, billing and delivery information.
After an order is submitted, we may send an acknowledgement to the email address provided at checkout. An acknowledgement of receipt does not necessarily mean that the order has been accepted.
A purchase contract is formed when we accept the order and communicate that acceptance, including through an order confirmation where applicable.
We reserve the right to decline or cancel an order where there is a legitimate reason, such as a pricing or listing error, an item becoming unavailable, materially incorrect order information or a suspected unauthorised transaction. Where payment has already been collected for an order that we cancel, the amount paid for that order will be refunded.
We will communicate relevant cancellation information to the customer. Nothing in this section permits us to disregard an existing contractual obligation or a mandatory consumer right.
4. Prices and Payment
Prices, applicable taxes, delivery charges and the total amount payable will be displayed during checkout, as applicable.
Customers must review the final order summary before submitting payment. Any applicable delivery charges and other mandatory charges will be disclosed before the order is completed.
Payment must be completed using an available payment method offered at checkout. Orders may be processed after the relevant payment authorisation or confirmation has been received.
Where a payment is declined or cannot be completed, the order may remain unprocessed until the issue is resolved.
If a pricing or calculation error is identified after an order has been placed, we will address it in accordance with applicable law and communicate with the customer where necessary. We will not impose an additional charge without an appropriate legal basis and any required customer agreement.
5. Shipping and Delivery
5.1 Shipping Origin and Delivery Estimates
Orders are dispatched from Canada for delivery to eligible European destinations.
We work with established carriers, which may include DHL, FedEx and UPS Priority services, depending on the destination, service availability and the order concerned.
Our standard estimated transit time is 5–12 business days after dispatch. This is an estimate rather than a fixed delivery appointment. Actual delivery times may vary according to the destination, carrier operations, customs procedures where applicable, public holidays and other circumstances affecting transport.
Any separate order preparation period communicated at checkout or in an applicable shipping notice should be considered alongside the estimated transit time.
5.2 Dispatch and Tracking Notifications
We use the email address supplied at checkout to communicate relevant order and delivery information.
Where tracking information and carrier updates are available, we may send automated emails at key stages, including:
- When the order has been dispatched.
- When the parcel reaches a relevant carrier facility or logistics point.
- When the parcel enters the local delivery stage.
- When further delivery information becomes available.
The timing and availability of individual notifications depend on the information supplied by the carrier and the systems used to transmit those updates.
Customers should check their inbox and spam or junk folders for order-related messages. If an email address has been entered incorrectly, please contact us promptly so that we can review the available options.
5.3 Delayed Orders
If an order has not arrived within the standard estimated transit period, please contact us at control@shieldandstow.com and include your order reference.
We will review the available tracking information and, where appropriate, open an enquiry with the carrier to investigate the delay.
Following our review, we will assess the circumstances and the available evidence to determine the appropriate resolution, which may include a replacement shipment or a full refund.
Where applicable law provides additional remedies or requires action within a specified period, those requirements will take precedence over any estimated delivery timeframe or internal investigation procedure.
5.4 Lost or Damaged Parcels
If a parcel appears to be lost, has been delivered to an incorrect location or arrives with visible damage, please contact us as soon as reasonably possible.
We may request relevant information, such as your order number, tracking details or photographs of the parcel and its contents, to help us investigate the matter.
We will assess the available information and arrange an appropriate resolution in accordance with the circumstances and applicable law.
Responsibility for loss or damage during transit remains with us until you, or a third party designated by you other than the carrier, physically receive the goods, except where applicable law provides otherwise. Handing a parcel to a carrier does not, by itself, transfer the transit risk to the customer.
5.5 Delivery Information
Customers are responsible for providing a complete and accurate delivery address and any information reasonably required to complete delivery.
If delivery is affected by an incorrect address or other information supplied by the customer, we will review the circumstances and the available delivery options. Any proposed additional charges or other arrangements will be handled in accordance with applicable law and the terms agreed with the customer.
Nothing in this section removes any mandatory remedy available to a customer where delivery has not taken place as required by law.
6. Right of Withdrawal for European Consumers
Where the applicable law provides a statutory right of withdrawal, eligible consumers purchasing online generally have 14 days from the day on which they, or a third party designated by them other than the carrier, acquire physical possession of the goods to withdraw from the purchase without giving a reason.
Where an order consists of multiple goods delivered separately, or goods delivered in multiple lots or pieces, the applicable withdrawal period will be calculated in accordance with the relevant statutory rules.
6.1 How to Exercise the Right of Withdrawal
To exercise your right of withdrawal, send a clear statement of your decision to:
Email: control@shieldandstow.com
Subject: Right of Withdrawal – Order [Order Number]
Please include your order number, the items concerned and your contact details.
You may use any other clear written statement expressing your decision to withdraw. A specific form is not required unless applicable law provides otherwise.
To meet the withdrawal deadline, you must send your communication before the applicable 14-day period expires.
6.2 Returning the Goods
After notifying us of your withdrawal, you must send the goods back or hand them over to us without undue delay and no later than 14 days after informing us of your decision, unless applicable law provides otherwise.
Please contact us before sending a return so that we can provide the relevant return instructions and address.
Unless the goods are faulty, incorrectly supplied or another rule applies, you may be responsible for the direct cost of returning the goods where you were informed of that responsibility before completing the purchase.
You may handle and inspect the goods to the extent reasonably necessary to establish their nature, characteristics and functioning. Where the goods have been handled beyond what is necessary for such inspection, you may be liable for any resulting diminution in value to the extent permitted by law.
Nothing in this section limits any remedy available for goods that are faulty, damaged or not in conformity with the contract.
6.3 Refunds Following Withdrawal
When you validly exercise your statutory right of withdrawal, we will reimburse the payments covered by that right, including the cost of the least expensive standard delivery option offered by us where required by law.
We will issue the refund without undue delay and within 14 days of being informed of your decision to withdraw.
Where permitted by law, we may withhold the refund until we have received the returned goods or you have supplied evidence that they have been sent back, whichever occurs first.
Refunds will generally be made using the original payment method unless you expressly agree otherwise. You will not incur a refund fee for exercising your statutory right of withdrawal.
6.4 Exceptions
The statutory right of withdrawal does not apply to every category of purchase. Any applicable exception must be established by law and assessed according to the particular transaction.
We will not apply an exception merely because a product has been opened or inspected where the law does not permit that restriction.
7. Faulty, Damaged or Incorrect Goods
We take product-related complaints seriously. If an item arrives damaged, is faulty, differs materially from its description or is otherwise not in conformity with the purchase contract, please contact us at control@shieldandstow.com.
To help us review your request, please provide:
- Your order number.
- A description of the issue.
- Photographs showing the affected item and any visible damage, where applicable.
- Any other relevant information reasonably needed to assess the matter.
7.1 Photographic Evidence and Initial Assessment
For a report of visible damage or an incorrect item, photographs may be sufficient for our initial assessment.
Where the available evidence adequately establishes the issue, we may arrange a refund or replacement without requiring the affected item to be returned.
If further inspection or information is reasonably necessary, we will explain what is required and why. Any request to return goods will be handled in accordance with applicable law, including the rules governing remedies for faulty or non-conforming goods.
7.2 Available Remedies
Depending on the nature of the issue, the evidence and the applicable legal requirements, an appropriate remedy may include repair, replacement, a price reduction or a refund.
Where a refund or replacement is appropriate, we will explain the relevant arrangements and process the remedy within the applicable legal timeframe.
The choice and order of remedies may depend on the applicable law and the circumstances of the case. We do not exclude or restrict mandatory rights relating to faulty or non-conforming goods.
7.3 Time Limits
Please notify us promptly when you discover damage or a product issue so that we can review the matter while relevant information is available.
Any request for assistance should not be interpreted as reducing a statutory claim period or removing a legal remedy. Applicable statutory time limits and consumer protections remain in effect.
8. Refund Processing
Approved refunds will be processed using the original payment method unless another method is agreed with the customer and permitted by law.
The time taken for a refund to appear in your account may depend on the payment provider, issuing bank or payment method.
We will communicate the refund decision and any relevant next steps using the contact details associated with the order.
Where a refund is legally due, it will be processed within the applicable statutory or contractual timeframe.
9. Customer Responsibilities
When using our website and placing an order, you agree to:
- Provide accurate and complete order information.
- Review product descriptions and relevant order details before purchasing.
- Use the website for lawful purposes.
- Avoid submitting fraudulent orders or deliberately providing misleading transaction information.
- Keep order references and related communications available when requesting assistance.
- Notify us of material errors in delivery information as soon as reasonably practicable.
These responsibilities do not restrict your statutory consumer rights or remove our obligations under the purchase contract.
10. Website Content and Availability
We make reasonable efforts to keep website information current and to maintain access to our online shop. However, website content may occasionally require correction or updating, and access may be interrupted for maintenance or circumstances outside our reasonable control.
Where an error materially affects a purchase, we will address it in accordance with the applicable contract and law.
Nothing in these Terms permits us to avoid liability for a failure to meet a contractual obligation where such liability cannot lawfully be excluded.
11. Liability
Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law.
Subject to that restriction, we are responsible for the obligations imposed on us by the purchase contract and applicable legislation.
We will not be liable for a loss to the extent that it is not reasonably foreseeable and does not arise from a breach for which we are legally responsible, where such a limitation is permitted by law.
Nothing in this section excludes liability for fraud, fraudulent misrepresentation, wilful misconduct or any other matter for which liability cannot lawfully be excluded or restricted.
12. Personal Information
Personal information collected in connection with website visits, orders, payments and customer enquiries is handled in accordance with our Privacy Policy.
Our Privacy Policy explains the categories of information we collect, the purposes for which it is used, relevant service providers, retention practices and the rights available under applicable privacy legislation.
For privacy-related questions, contact control@shieldandstow.com.
13. Events Beyond Reasonable Control
Where an event beyond our reasonable control materially affects the performance of an obligation, we will assess the circumstances and take reasonable steps to address the resulting disruption.
Such events may include severe transport disruption, natural events, government restrictions or other circumstances outside our reasonable control.
This section does not remove any obligation to provide a refund, replacement or other remedy where required by applicable law. In particular, it does not permit us to retain payment indefinitely where goods have not been delivered and the customer is legally entitled to a remedy.
14. Complaints and Dispute Resolution
If you have a concern about an order, product, delivery or refund, please contact us first at control@shieldandstow.com and include your order reference and a description of the matter.
We will review the information provided and respond within a reasonable timeframe.
Where a dispute cannot be resolved directly, either party may pursue the remedies available under the applicable law. Nothing in these Terms prevents a consumer from contacting a competent consumer protection authority or court, or from exercising any other mandatory right available under the law.
15. Governing Law and Mandatory Consumer Protections
These Terms are interpreted in accordance with the applicable laws governing the transaction, taking into account the business’s operation from Canada and the mandatory consumer protection rules that apply in the customer’s country of residence.
Where European consumer protection legislation or other mandatory local laws grant rights that cannot be waived by contract, those rights remain unaffected.
Nothing in these Terms requires a consumer to give up a mandatory right to bring a claim before a competent court or to rely on a legal protection that applies to their purchase.
16. Changes to These Terms
We may revise these Terms when our business practices, products or legal obligations change.
The latest revision date will appear at the beginning of this document. The version applicable to an order will be determined in accordance with the contract and applicable law.
Changes will not retrospectively remove rights or remedies that have already accrued to a customer.