Digital Markets, Competition and Consumers Act 2024 Compliance Policy

Stanley & Floyd
Website: www.stanleyandfloyd.co.uk
Last updated: 07/07/2026

1. Purpose of this policy

Stanley & Floyd is committed to treating customers fairly, honestly and transparently.

This policy explains how we aim to comply with our obligations under the Digital Markets, Competition and Consumers Act 2024, together with wider UK consumer protection law, when selling products through our website.

Our aim is to ensure that customers are given clear, accurate and complete information before making a purchase, and that our marketing, pricing, reviews, product descriptions and checkout process are fair and not misleading.

2. Who this policy applies to

This policy applies to all products, product listings, promotions, advertising, website content, customer communications and online sales made by Stanley & Floyd to UK consumers.

It applies to all members of the Stanley & Floyd team, and to any third parties who may create, manage or publish content on our behalf, including website, marketing, photography, social media or review-related content.

3. Fair and honest trading

Stanley & Floyd will not engage in unfair commercial practices.

We will not mislead customers by providing false information, leaving out important information, presenting information unclearly, or using sales tactics that could unfairly influence a customer’s purchasing decision.

We will take reasonable steps to ensure that all information provided to customers is accurate, including information about:

• product price;
• delivery charges;
• availability;
• product size, colour, material and finish;
• product condition;
• returns and cancellation rights;
• timescales for dispatch and delivery;
• discounts, sales and promotional offers;
• customer reviews;
• any limitations or exclusions that may affect the customer’s purchase.

4. Transparent pricing and no hidden mandatory charges

Stanley & Floyd will make pricing clear and transparent.

The price shown for each product will be the price the customer pays for that product, excluding any delivery charge unless otherwise stated.

Where delivery charges apply, they will be made clear before the customer completes their purchase. We will not hide mandatory fees or add unavoidable charges late in the checkout process in a way that could mislead customers about the total cost of their order.

Where it is possible to calculate the total price in advance, we will make the total price clear before the customer places an order.

Where the final delivery charge depends on the order value, delivery destination or delivery method selected, this will be explained clearly during the shopping and checkout process.

Optional extras, upgrades or chargeable services will not be pre-selected unless this is lawful and appropriate. Customers will not be required to pay for optional extras unless they have actively chosen them.

5. Product descriptions and images

We will take reasonable care to ensure that product descriptions are accurate, clear and not misleading.

Product listings should include relevant information such as:

• product name;
• key features;
• approximate dimensions, where relevant;
• material or composition, where known;
• colour or finish;
• care information, where relevant;
• whether the item is handmade, vintage, reclaimed, rustic or has natural variation;
• any known limitations, imperfections or variations that may reasonably affect the customer’s decision to buy.

Product photography is intended to represent products as accurately as possible. However, customers should be aware that colours may vary slightly depending on screen settings, lighting and the natural characteristics of materials.

Where products are handmade, hand-finished, rustic, natural, vintage-style or individually sourced, minor variations in colour, texture, shape, finish or size may occur. We will explain this clearly where relevant and will not describe such items in a way that suggests they are identical or machine-perfect if they are not.

6. Stock availability

We will aim to ensure that stock availability shown on the website is accurate.

If a product is out of stock, discontinued or unavailable, we will not knowingly advertise it as available for immediate purchase.

If a customer places an order and an item is later found to be unavailable, we will contact the customer as soon as reasonably possible and offer a suitable remedy, which may include a refund, replacement, alternative product or delayed dispatch, depending on the circumstances and the customer’s preference.

7. Promotions, sales and discounts

Any promotion, sale, discount code or special offer must be clear, genuine and not misleading.

Where we advertise a discount or sale price, we will take reasonable steps to ensure that the saving is genuine and that any comparison with a previous price is fair and accurate.

Promotional terms will be made clear, including:

• the products included or excluded;
• start and end dates, where applicable;
• minimum spend requirements;
• discount code terms;
• any delivery exclusions;
• any other important limitations.

We will not use false scarcity, false urgency or misleading countdowns to pressure customers into making a purchase.

If we state that stock is limited, that a promotion is ending soon, or that an offer is available for a limited time, this must be true and capable of being supported by our records.

8. Customer reviews

Stanley & Floyd is committed to using customer reviews honestly and responsibly.

We will not:

• create fake customer reviews;
• ask someone else to create a fake review;
• publish reviews that we know, or have reason to believe, are fake;
• hide the fact that a review was incentivised, gifted or paid for;
• selectively publish only positive reviews in a way that gives a misleading impression;
• alter customer reviews in a way that changes their meaning;
• use reviews from one product in a way that misleadingly suggests they relate to another product.

Where reviews are collected or displayed on our website, we will take reasonable and proportionate steps to check that reviews are genuine and relate to a real customer experience.

If we offer a discount, gift, free product or other incentive in exchange for a review, this will be clearly disclosed.

We reserve the right not to publish, or to remove, reviews that are abusive, offensive, irrelevant, unlawful, contain personal information, appear to be fake, or do not relate to a genuine customer experience. However, we will not remove a review simply because it is negative.

9. Influencer, affiliate and gifted product content

Where Stanley & Floyd provides a product, payment, discount, gift or other benefit to an influencer, creator, affiliate or third party in exchange for content, we expect that relationship to be disclosed clearly.

Any paid, gifted, affiliate or incentivised content must be labelled in a way that is clear to consumers, for example using wording such as “Ad”, “Advertisement”, “Gifted”, “Affiliate link” or similar wording appropriate to the content.

We will not ask creators, customers or third parties to hide a commercial relationship.

10. Online choice and website design

Stanley & Floyd will aim to design its website and checkout process fairly.

We will not use website designs, pop-ups, buttons, forms, wording or checkout processes that are intended to mislead, confuse or unfairly pressure customers.

This means we will avoid practices such as:

• hiding important information;
• making cancellation, returns or contact information unnecessarily difficult to find;
• using confusing button wording;
• adding unwanted items or charges to a basket;
• making it harder to reject optional marketing than to accept it;
• using misleading urgency messages;
• making customers feel pressured to buy through inaccurate claims.

11. Delivery information

We will provide clear information about delivery options, charges and estimated timescales before the customer completes their order.

Delivery information should include:

• where we deliver;
• available delivery methods;
• delivery costs or how they are calculated;
• estimated dispatch times;
• estimated delivery times;
• any relevant restrictions or exclusions.

Where delivery delays occur, we will aim to inform customers as soon as reasonably possible.

12. Returns, cancellations and refunds

Stanley & Floyd will provide clear information about customers’ cancellation, return and refund rights.

Our Returns Policy will explain:

• how customers can request a return;
• the time limit for returns;
• the condition in which items must be returned;
• who pays return postage, where applicable;
• any items that cannot be returned for hygiene, personalised, bespoke or other lawful reasons;
• how and when refunds are processed.

Nothing in our policy is intended to reduce or remove a customer’s statutory rights.

If a product is faulty, not as described, or does not meet the standards required by UK consumer law, the customer may have additional rights.

13. Customer communications

We will aim to communicate with customers clearly, politely and honestly.

Customer emails, order updates, replies to queries and complaint responses should not be misleading or omit important information.

We will not discourage customers from exercising their legal rights.

14. Complaints

If a customer is unhappy with a product, service, delivery, refund, review, promotion or any other aspect of their experience, they can contact us at:

Email: helen@stanleyandfloyd.co.uk

We will aim to respond within a reasonable timeframe and will investigate complaints fairly.

Where we identify that a customer has been given incorrect or unclear information, we will take reasonable steps to put this right.

15. Record keeping

Stanley & Floyd will keep reasonable records to support compliance with this policy.

These may include records of:

• product prices and promotions;
• product descriptions;
• website updates;
• customer reviews;
• influencer or gifted product arrangements;
• customer complaints;
• refunds and returns;
• stock availability issues;
• material changes to checkout or delivery information.

16. Responsibility for compliance

The owner or appointed manager of Stanley & Floyd is responsible for ensuring that the website and customer-facing content are reviewed regularly for compliance with this policy.

Anyone creating or uploading product listings, website copy, social media posts, promotional content or customer communications must follow this policy.

17. Review of this policy

This policy will be reviewed periodically and updated where necessary to reflect changes in the law, regulatory guidance, our business practices or the way we sell products online.