This on-line catalogue and ordering service is operated by Diagenics Limited ('Diagenics') a company registered in England, Company Number 2905701 whose registered office is at 3 Warren Yard, Warren Park, Stratford Road, Milton Keynes MK12 5NW.
By submitting the order to Diagenics by proceeding to the checkout screen or by submitting an order in any other way such as by email, letter or facsimile, the Customer agrees that this Agreement applies to the supply and purchase of products from Diagenics.
Customers ordering products confirm that they have the official authorisation from the ordering body to place such order and accept these Terms and Conditions.
Bedding products only
Shipping & Returns
Return / Refund Policy
If you are not satisfied with the goods and inform us within seven days of your receipt of the goods, we will give you a full refund. Alternatively, we will exchange items if they are faulty on delivery to you and we are notified within 10 days of the customer’s receipt of the product. All products to be returned must be carefully repackaged in their original packing. For hygiene reasons, and to prevent the risk of cross-contamination, the bedding products will only be accepted back if they are unopened and sealed in their original packaging, or if found to be faulty.
Delivery time is usually within 10 days from the receipt of your order. However, we ask our customers to allow up to 28 days in case of postal/delivery difficulties.
Your Statutory rights are not affected by any of the following store policies.
All other products
Ordering Online with us is safe and secure!
We encourage you to feel comfortable using your credit/debit card/PayPal account to conduct commerce on our site. We employ a method of interaction with our visitors that does not compromise your card information. This online system is 100% secure.
However, you may also place your order by telephone or, if you wish, you may request our order form to enable you to post your order if you prefer.
If you wish, you may also send us a cheque, but this will delay your order as we must wait for your funds to clear before we despatch your goods.
Following receipt of a product order, Diagenics will review the order. Diagenics will confirm the final details of the order, including price, delivery charges and expected delivery time and communicate this with the customer. The customer will then confirm the order. Then if Diagenics accepts the order it will notify its acceptance of the order to the customer and at this point it becomes an Accepted Order and cannot be cancelled.
Delivery time is usually within 10 days from order Acceptance. However, we make no guarantees for availability or delivery dates of products.
Delivery charges vary. Please contact Diagenics for exact charges if they are not shown on the website for specific products.
Prices are correct at time of publication and displayed exclusive of VAT. VAT will be added to all orders unless the order is VAT exempt and a VAT exemption form is sent with the order. This can be completed on the website. In the unlikely event of an unexpected rise to any of the published prices, we will notify you before proceeding.
If we should receive a complaint about any product or part of our service, by phone, fax, e-mail or letter, we will endeavour to ensure it is dealt with confidentially and effectively, normally within 5 working days.
- how we collect your personal information;
- what personal information we collect;
- how we use your personal information;
- who we share your personal information with; and
- the rights and choices you have when it comes to your personal information.
1. Who are we?
Diagenics Limited is a company registered in England. Company number: 2905701
Registered Address: 3 Warren Yard, Warren Park, Stratford Road, Milton Keynes MK12 5NW
Trading Address: South House 3, Bond Avenue, Bletchley, Milton Keynes MK1 1SW
2. How do we collect information?
We may obtain personal information from you through our website, from electronic communications or by telephone conversations.
3. What personal information do we collect?
We collect personal information about you when you give this to us in the course of registering for and/or using our website. For example we may collect your name, address, email address or telephone number, your transaction details, together with payment details. We make sure that we have appropriate security measures to protect your information (see section 8 How secure is our site and what steps do we take to keep you safe? below). We will periodically review your personal information to ensure that we do not keep it for longer than is permitted by law see section 11 below which details how long we keep your personal information for.
Note that it is your responsibility to check and ensure that all information, content, material or data you provide on the site is correct, complete and accurate.
We do not knowingly collect or store any personal information about children under the age of 16. If you are aged under 16 please get your parent or guardian’s permission before you provide any personal information to us.
4. How do we use your personal information?
We may use your personal information:
1. to enable you to access and use our services;
2. to communicate with you, to include the following:
a. sending you a confirmation email of your quote or order
b. to process a transaction between us;
5. Why do we process your personal information?
We will only collect and use your personal information (as described in section 4) in accordance with data protection laws. Our legal grounds for processing your personal information are on the basis of the following:
Legitimate Interests; We may use and process some of your personal information where we have sensible and legitimate business grounds for doing so. Under European privacy laws there is a concept of “legitimate interests” as a justification for processing your personal information. Our legitimate interests for processing your personal information are:
2.1 to enable you to access and use our services:
2.2 to communicate with you about our services. We need to keep you informed about your use of our services, for example sending you a confirmation email of your orders.
For compliance with a legal obligation to which the data controller is subject;
That the data subject has given consent to the processing of his or her personal data for one or more specific purposes.
From May 2018, you will have a right to object to our use of your personal information for these legitimate interests. If you raise an objection we will stop processing your personal information unless very exceptional circumstances apply, in which case we will let you know why we are continuing to process your personal information. Please contact our Customer Services Team at email@example.com if you wish to exercise this right.
6. Who do we share your personal information with?
Where permitted by data protection and privacy law, we may also disclose information about you (including electronic identifiers such as IP addresses) and/or access your account:
1. if required or permitted to do so by law;
2. if required to do so by any court, the Financial Conduct Authority, the Competition and Markets Authority or any other applicable regulatory, compliance, Governmental or law enforcement agency;
3. if necessary in connection with legal proceedings or potential legal proceedings; and/or
4. in connection with the sale or potential sale of all or part of our business.
If we reasonably believe false or inaccurate information has been provided and fraud is suspected, details may be passed to fraud prevention agencies to prevent fraud and money laundering.
7. What cookies do we use?
8. What advertisements do we show on our website?
9. How secure is our site and what steps do we take to keep you safe?
This site has security measures in place to protect the loss, misuse and alteration of the information under our control. All data is protected using the most advanced methods available. We do not store financial information like credit card numbers or personal information like social security numbers on this site.
We do our best to keep the information you disclose to us secure. However, we can't guarantee or warrant the security of any information which you send to us, and you do so at your own risk. By using our site you accept the inherent risks of providing information online and will not hold us responsible for any breach of security.
10. How can you amend your preferences?
Any electronic marketing communications we send you will include clear and concise instructions to follow should you wish to unsubscribe at any time.
Should you no longer wish to be contacted by us, you can advise us at any time by contacting our Customer Services team on 01908 376376 (within the UK) or +44 1908 376376 (outside the UK) - lines are open Monday to Friday 9.00 to 5.00 or by sending an email to: firstname.lastname@example.org
11. What are your personal data rights and how can you contact us?
From May 2018 you will have the following rights:
(i) Right to access: the right to request copies of your personal information from us;
(ii) Right to correct: the right to have your personal information rectified if it is inaccurate or incomplete;
(iii) Right to erase: the right to request that we delete or remove your personal information from our systems;
(iv) Right to restrict our use of your information: the right to ‘block’ us from using your personal information or limit the way in which we can use it;
(v) Right to data portability: the right to request that we move, copy or transfer your personal information;
If you are not satisfied with the way any complaint you make in relation to your personal information is handled by us then you may be able to refer your complaint to the relevant data protection regulator which in the UK is the Information Commissioner’s Office.
12. How long do we keep your personal information?
Even if we delete your personal information it may persist on backup or archival media for legal, tax or regulatory purposes.
Last Updated February 2018