Metropolitan Machine Knitting

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Store Policies, Terms & Conditions

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Last Updated: [17.06.2026.]

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1. About These Policies

At Metropolitan Machine Knitting, we aim to provide a fair, transparent, and enjoyable shopping experience. These policies explain your rights and responsibilities when purchasing goods, digital products, workshops, or services from us.

Nothing in these Terms and Conditions affects your statutory rights under UK consumer law.

 

2. Communication Policy

To ensure accurate record keeping, customer privacy, and compliance with data protection regulations, Metropolitan Machine Knitting only accepts customer enquiries submitted through the official contact form on our website.

We do not provide customer support through:

• Personal email addresses

• Social media messages

• Messaging applications

• Personal accounts

• Unofficial communication channels

 

Messages sent through unofficial channels may not receive a response.

 

As a small family business involved in teaching, workshops, storage management, and order fulfilment, we aim to respond within 2–5 working days, although during busy periods responses may take up to 15 working days.

 

3. Delivery & Dispatch

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3.1 Dispatch Times

 

United Kingdom

 

Orders are normally dispatched within: 5–15 working days

 

As Metropolitan Machine Knitting is also involved in delivering workshops, courses, and educational services, dispatch may occasionally take up to: 25 working days

 

International Orders

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International orders are normally dispatched within: 10–25 working days

 

3.2 Delivery Charges

Delivery charges include:

• Postage costs charged by the delivery provider

• Packaging materials

Delivery charges are displayed at checkout before payment is completed.

 

3.3 International Orders

Customers are responsible for any:

• Import duties

• Customs charges

• VAT

• Local taxes

charged by the destination country.

Metropolitan Machine Knitting has no control over these charges and cannot reimburse them.

 

3.4 Knitting Machine Deliveries

Knitting machines are delivered only within mainland United Kingdom.

Customers must contact Metropolitan Machine Knitting before purchasing a knitting machine.

Delivery charges vary depending on:

• Machine size

• Machine weight

• Delivery location

 

4. Cancellation Rights (Change of Mind)

Under the Consumer Contracts Regulations 2013, customers purchasing physical goods online have the right to cancel their order within 14 calendar days of receiving the goods.

 

To exercise this right:

1. Contact us using the website contact form within 14 calendar days of delivery.

2. Return the goods within 14 calendar days of notifying us.

 

Returned goods must be:

• Unused

• Complete

• In resalable condition

• Returned with original packaging where possible

 

The customer is responsible for return postage costs.

 

Refunds will be issued within 14 calendar days of receiving the returned goods.

 

Where required by law, standard delivery charges paid at checkout will also be refunded.

 

5. Unsuitable Items

If an item is unsuitable for your requirements, incompatible with your equipment, ordered in error, or no longer required, the return process described in Section 4 applies.

Examples include:

• Incorrect machine accessory purchased

• Wrong colour ordered

• Item does not fit your equipment

• Customer changed their mind

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Return postage costs remain the responsibility of the customer.

 

6. Faulty, Damaged or Incorrect Goods

If goods are:

• Faulty

• Damaged

• Not as described

• Incorrectly supplied

please contact us through the website contact form within 14 calendar days of delivery.

 

Photographs may be requested to assist our investigation.

You may choose:

• A replacement item, or

• A full refund

 

If the item must be returned:

• We will send return postage label.

• Refunds or replacements will be processed within 14 calendar days after receiving and inspecting the returned item.

Please do not intentionally damage packaging or products.

 

7. Lost Parcel Procedure

 

United Kingdom

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If your order has not arrived within: 25 calendar days from dispatch

please contact us through our website contact form.

 

We will investigate the matter with Royal Mail or the relevant delivery provider.

 

If the parcel is confirmed lost:

• A replacement will be sent, or

• A full refund will be issued

within 14 calendar days of confirmation.

 

International Orders

 

If your order has not arrived within:

40 calendar days from dispatch, please contact us through our website contact form.

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If the parcel is confirmed lost:

• A replacement will be sent, or

• A full refund will be issued

within 14 calendar days of confirmation.

 

8. Delivery Address Responsibility

Customers are responsible for providing:

• Correct delivery details

• Correct contact information

Metropolitan Machine Knitting cannot be responsible for delays or losses resulting from incorrect information supplied during checkout.

 

9. Digital Books & Downloads

 

9.1 Personal Use Licence

Digital products are supplied for personal use only.

Customers may not:

• Share

• Resell

• Distribute

• Upload

• Copy

digital materials without written permission of Metropolitan Machine Knitting.

All content remains protected by copyright.

 

9.2 Access

Download links are provided following purchase.

Customers are encouraged to save and back up files immediately.

If download problems occur, please contact us.

 

9.3 Refunds for Digital Products

Due to the nature of digital products, refunds cannot be provided once:

• Downloading begins, or

• Access has been granted

unless the digital content is faulty.

This does not affect your statutory rights.

 

9.4 Faulty Digital Products

If a file is corrupted or inaccessible, we will provide a replacement copy.

 

10. Workshops

10.1 Online Workshops

Refunds for online workshops are available as follows:

• Cancellation before 20% completion: Full refund

• Cancellation between 21%–30% completion: 50% refund

• Cancellation after 30% completion: No refund

Each request may be reviewed to prevent misuse.

 

10.2 In-Person Workshops

Workshop fees are non-refundable once the workshop has been attended.

Refunds are available if:

• Metropolitan Machine Knitting cancels the workshop

• The participant cannot attend due to serious illness or emergency

Notification must be provided as soon as reasonably possible, but not later than 8 hours before start of workshop.

 

11. Product Information

We make every effort to ensure product descriptions and photographs are accurate.

Colours may vary slightly due to:

• Screen settings

• Photography lighting

• Device differences

If you believe a product differs substantially from its description, please contact us.

 

12. Payment & Order Acceptance

Orders will be cancelled if:

• Payment authorisation fails

• Delivery information is incomplete

• Delivery destination is unsupported

Customers confirm they are authorised to use the payment method supplied.

 

13. PayPal and Payment Disputes

Customers should contact Metropolitan Machine Knitting before opening a payment dispute where possible.

Once a dispute is opened with:

• PayPal

• Card provider

• Payment processor

the investigation process will be governed by that provider's procedures and timescales.

Both parties agree to cooperate with any investigation.

 

14. Copyright

All content, publications, digital downloads, photographs, patterns, videos, and educational materials remain the intellectual property of Metropolitan Machine Knitting unless otherwise stated.

Unauthorised reproduction, copying, distribution, or resale is prohibited.

 

15. Privacy & Data Protection

We process personal data in accordance with:

• UK GDPR

• Data Protection Act 2018

Customer information is used only for:

• Processing orders

• Providing services

• Responding to enquiries

We do not sell customer information.

Customers may request access, correction, or deletion of their data.

 

16. Health & Safety

Products must be used according to manufacturer instructions.

Metropolitan Machine Knitting accepts no liability for misuse of products.

 

17. Limitation of Liability

To the maximum extent permitted by law:

• Liability is limited to the value of the goods or services purchased.

• We are not liable for indirect or consequential losses resulting from the use of our products or services.

Nothing in these Terms excludes liability where exclusion is prohibited by law.

 

18. Force Majeure

Metropolitan Machine Knitting is not responsible for delays caused by events outside our reasonable control, including:

• Severe weather

• Transport disruption

• Industrial action

• Government restrictions

• Natural disasters

• Public health emergencies

 

19. Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

Any disputes shall be subject to the jurisdiction of the courts of England and Wales.

 

20. Consumer Rights

Nothing in these Terms and Conditions affects your statutory rights under:

• Consumer Rights Act 2015

• Consumer Contracts Regulations 2013

• UK consumer protection legislation

Where these Terms conflict with statutory rights, statutory rights shall prevail.