home > Customer Services > Terms & Conditions

Terms Overview

These terms apply to the use of this Website and by accessing this Website and/or placing an order you agree to be bound by the terms and conditions.


Your Consent

By using the Rutlands® website, you are consenting to Rutlands® collecting, using and disclosing your personal information in accordance with this Privacy Policy. If you do not agree to the collection, use and disclosure of your personal information in this way, please do not use the Rutlands® website or otherwise provide Rutlands® with your personal information.

Rutlands® will only collect, use or disclose your personal information where it is fair and lawful to do so. In most cases, we will ask for your consent explicitly but, in some cases, we may infer consent from your actions and behaviour. We may ask you to provide additional consent if we need to use your personal information for purposes not covered by this Privacy Policy. You are not obliged to provide such consent but if you decide not to then your participation in certain activities may be restricted. If you provide additional consent, the terms of that consent shall prevail in the event of any conflict with the terms of this Privacy Policy.

Please note, however, that we may process your personal information without consent if we have a legitimate reason to do so, provided that such use will not have a prejudicial effect on your own rights, freedoms and interests. Any such use shall be in accordance with the Rutlands® Privacy Principles set out below...

What this Policy Covers

The data controller is Rutlands Limited (referred to in this policy as "we" or "us").

We are committed to doing the right thing when it comes to how we collect, use and protect your personal data. That's why we've developed this privacy and cookies policy ("Policy"), which:

  • Sets out the types of personal data that we collect.
  • Explains how and why we collect and use your personal data.
  • Explains when and why we will share personal data within Rutlands® and with other organisations.
  • Explains the rights and choices you have when it comes to your personal data.

We offer a wide range of products and services, so we want you to be clear about what this Policy covers. This Policy applies to you if you use our services (referred to in this Policy as "our Services"). Using our Services means:

  • Shopping with us online or otherwise using any of the website where this Policy is posted.

Our Website may contain links to other websites operated by other organisations that have their own privacy policies. Please make sure you read the terms and conditions and privacy policy carefully before providing any personal data on a website as we do not accept any responsibility or liability for websites of other organisations.

This Policy also applies if you contact us or we contact you about our Services.

Personal Data We Collect

We may collect the following information:

This section tells you what personal data we may collect from you when you use our Services and what other personal data we may receive from other sources.

When you register for our Services, you may provide us with:

  • Your personal details, including your postal and billing addresses, email addresses, phone numbers and date of birth and title.
  • Your account login details, such as your username and the password that you have chosen.

When you shop with us online or browse our Website, we may collect:

  • Information about your online purchases (for example, what you have bought, when and where you bought it and how you paid for it).
  • Information about your online browsing behaviour on our Website and information about when you click on one of our adverts.
  • Information about any devices you have used to access our Services (including the make, model and operating system, IP address, browser type and mobile device identifiers).

When you contact us or we contact you or you take part in promotions or questionnaires about our Services, we may collect:

  • Personal data you provide about yourself anytime you contact us about our Services (for example, your name, username and contact details).
  • Details of the emails and other digital communications we send to you that you open, including any links in them that you click on.
  • Your feedback and contributions to customer surveys and questionnaires.

Other sources of personal data.

We may also use personal data from other sources, such as specialist companies that supply information and online media channels. For example, this other personal data helps us to:

  • Review and improve the accuracy of the data we hold; and
  • improve and measure the effectiveness of our marketing communications, including online advertising.

How & Why We Use Personal Data

Make our Services available to you.

  • Manage the accounts you hold with us.
  • Process your orders and refunds.

We need to process your personal data so that we can manage your customer accounts, provide you with the goods and services you want to buy and help you with any orders and refunds you may ask for.

Manage and improve our day to day operations.

  • Manage and improve our Website.

We use cookies and similar technologies on our Website to improve your customer experience. Some cookies are necessary so you should not disable these if you want to be able to use all the features of our Website. You can disable other cookies but this may affect your customer experience. For more information about cookies and how you can disable them, see the cookies section.

  • Help to develop and improve our product range, services, information technology systems and the way we communicate with you.

We rely on the use of personal data to carry out market research and internal research and development, and to improve our information technology systems (including security) and our product range and services. This allows us to serve you better as a customer.

  • Detect and prevent fraud or other crime.

It is important for us to monitor how our Services are used to detect and prevent fraud, other crimes and the misuse of services. This helps us to make sure that you can safely use our Services.

Personalise your Rutlands® experience.

  • Use your online browsing behaviour as well as your online purchases to help us better understand you as a customer and provide you with personalised offers and services.

Looking at your browsing behaviour and purchases allows us to personalise our offers and services for you. This helps us meet your needs as a customer.

  • Provide you with relevant marketing communications (including by email or online advertising), relating to our products and services. As part of this, online advertising may be displayed on our website and on other organisations websites and online media channels. We may also measure the effectiveness of our marketing communications.

We want to ensure that we provide you with marketing communications, including online advertising, that are relevant to your interests. To achieve this we also measure your responses to marketing communications relating to products and services we offer, which also means we can offer you products and services that better meet your needs as a customer. You can change your marketing choices, both when you register with us, and at any time after that. You also have choices when it comes to online advertising. We set out below your choices when it comes to cookies, and how you can control your online behavioural advertising preferences.

Contact and interact with you.

  • Contact you about our Services, for example by email or post.

We want to serve you better as a customer so we use personal data to provide clarification or assistance in response to your communications

  • Manage promotions and feedback you take part in.

We need to process your personal data so that we can manage the promotions and feedback you choose to enter.

  • Invite you to take part in and manage customer surveys, questionnaires and other market research activities carried out by Rutlands® and by other organisations on our behalf.

We carry out market research to improve our Services. However, if we contact you about this, you do not have to take part in the activities. If you tell us that you do not want us to contact you for market research, we will respect this choice. This will not affect your ability to use our Services.

How We Protect Personal Data

We use computer safeguards such as firewalls and data encryption, and we enforce physical access controls to our buildings and files to keep this data safe. We only authorise access to employees who need it to carry out their job responsibilities.

  • We protect the security of your information while it is being transmitted by encrypting it using Secure Sockets Layer (SSL).
  • We enforce physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of personal data. We may occasionally ask for proof of identity before we share your personal data with you.
  • We will reveal only the last four digits of your credit card number when confirming an order.

However, whilst we take appropriate technical and organisational measures to safeguard your personal data, please note that we cannot guarantee the security of any personal data that you transfer over the internet to us.

The personal data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area ("EEA"). It may also be processed by companies operating outside the EEA who work for us or for one of our service providers. We will put in place appropriate protection to make sure your personal data remains adequately protected and is treated in line with this Policy.

Marketing & Market Research

We will send you relevant offers and news about our products and services in a number of ways including by email, but only if you have previously agreed to receive these marketing communications. When you register with us we will ask if you would like to receive marketing communications, and you can change your marketing choices online at any time.

We also like to hear your views to help us to improve our Services, so we may contact you for market research purposes. You always have the choice about whether to take part in our market research.

How We Use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Sharing Personal Data with Service Providers

We work with carefully selected Service Providers that carry out certain functions on our behalf. These include, for example, companies that help us with technology services, storing and combining data, processing payments and delivering orders. We only share personal data that enable our Service Providers to provide their services.

Sharing Personal Data with Other Organisations

We may share personal data with other organisations in the following circumstances:

  • If the law or a public authority says we must share the personal data;
  • If we need to share personal data in order to establish, exercise or defend our legal rights (this includes providing personal data to others for the purposes of preventing fraud and reducing credit risk).

Your Rights

If you would like a copy of the personal data we hold about you, please email us at customerservices@rutlands.com.

We want to make sure that the personal data we hold about you is accurate and up to date. If any of the details are incorrect, please let us know and we will amend them.


We use Secure Socket Layering (SSL) to protect your details. SSL is the industry standard for encryption. or increased security we now operate 3D Secure in the form of MasterCard SecureCode and Verified by Visa. 3D Secure technology was introduced by Visa and MasterCard to offer you the benefit of additional security when using your credit and debit cards online.

What is Verified by Visa?

Verified by Visa is the latest fraud prevention initiative launched by the card schemes as a more secure method for authenticating the cardholder at the time of the transaction. This gives you an additional layer of online shopping security.

  1. When you use your Visa card to purchase a product you will be asked by your card issuer to register your own personal password. This password is never shared with any merchant.
  2. Whenever you pay online at a participating online shop with your Visa card, a pop up box will appear and you simply enter your personal password. Within seconds, your card issuer confirms it and allows your purchase to be completed.
  3. You're protected whenever you make an online payment with your Visa card at more than 300000 web sites across Europe.

What is MasterCard SecureCode?

MasterCard SecureCode is a private password for your MasterCard account that gives you an additional layer of online shopping security by authenticating the cardholder at the time of the transaction.

  1. When you use your MasterCard card to purchase a product you will be asked by your card issuer to register your own personal password. This password is never shared with any merchant.
  2. Whenever you pay online at a participating online shop with your MasterCard, a pop up box will appear and you simply enter your personal password. Within seconds, your card issuer confirms it and allows your purchase to be completed.
  3. More than 575,000 online retailers support transactions made with MasterCard SecureCode.


We take all reasonable care, within our power to keep your details secure. We cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.

To create a contract between you and Rutlands® is as follows:

  1. By pressing the confirm order button at the end of the checkout process.
  2. We will send to you an order acknowledgement email detailing the products you have ordered. This is not an order confirmation acceptance from Rutlands®.
  3. When your order is shipped from our warehouse we will send you a despatch confirmation email.
  4. Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the products ordered unless we do not accept your order, or you have cancelled it in accordance with our instructions.

Non-acceptance can be one of the following:

  • Product out of stock / sold out.
  • Unable to obtain payment.
  • A pricing or product description error.

Contract cancellation: Distance Selling Regulations

You are entitled to cancel this contract provided that you notify us no longer than 7 working days after the day on which you receive the products.

If you wish to cancel this contract after your order has already been despatched, we will refund the original purchase price and delivery charge, provided you have notified us in writing no longer than 7 days after the day on which you receive the products, and that you have taken reasonable care of the products, the products are in their original packaging and you have not used them.

Our Liability to You

We are not liable for any delay in the delivery of goods due to events or circumstances that are beyond our reasonable control or for any business losses.

We are not responsible for any losses that result from our failure to comply with these terms including but not limited to:

  • Loss of business.
  • Loss of income or revenue.
  • Loss of anticipated savings.
  • Loss of data.
  • Waste of time.


Intellectual Property

All content on the Rutlands® website www.rutlands.com are the intellectual property of Rutlands Limited. These include text, graphics, software compilations, source code and all images where Copyright © Rutlands Limited is shown. The copy of such materials is strictly forbidden unless agreed to in writing.


Rutlands®, Dakota and Rutlands Workshop Series are registered trademarks of Rutlands Limited.

Product Descriptions

We take care to ensure descriptions and prices of products on the website are correct at the time when the relevant information was entered on the website. Information appearing on this website may not always reflect the position at the moment you place an order. We cannot confirm the price of a product until your order is accepted in accordance with our terms above.

Age Restricted Products

Knives and some items that we sell are age restricted, each clearly marked in the product description, and cannot be sold to people under the age of 18.

By purchasing any age restricted product and accepting the terms and conditions at the checkout, you are confirming that you are 18 years of age or over and that the person receiving the delivery for its use is also over 18 years of age.

Please note that we do occasionally ask for proof of age.


During a warranty period, if your product develops a fault that needs to be repaired, consult the manufacturer's instruction manual, if any.

If that doesn't resolve the issue, please contact our customer service team by email customerservices@rutlands.com. Please provide us with details of your product, including the product code and date of purchase. Your original invoice acts as your guarantee.

If the product cannot be repaired, we'll replace it or any component with an item of equivalent specification.


There are some specific exclusions from our guarantees, as follows:

  • Repair costs caused by fire, theft, and weather
  • Accidental damage
  • Cosmetic items i.e. scratches, dents or corrosion where the function of the product is unaffected
  • Loss suffered as a result of not being able to use the product
  • Failure to follow the manufacturer's instructions
  • Deliberate damage or neglect of the product
  • Please note that our guarantees do not provide services for goods bought and used outside of the United Kingdom

Website Use


Access and orders placed on this website are provided in accordance with these conditions.

You agree that the personal information which you provide when you register as a customer is true, accurate, current and complete. You will notify us of any changes to your personal information by contacting us by e-mail customerservices@rutlands.com.


You agree fully to indemnify, directors, employees from and against all claims, damages, costs, losses, liability and expenses, including legal fees, arising out of any non compliance of the conditions by you or any other liabilities arising out of your use of this website, or the use by any other person accessing the website using your shopping account.

Rutlands Limited Rights

We reserve the right to modify or change the conditions of this website without notice to you and you confirm that we shall not be liable to you or any third party for any modification or change of condition to the website.

Limitation of Liability

We use reasonable endeavours to verify the accuracy of information on the website, however we make no guarantees in relation to its accuracy.

We make no warranty that the website will be error-free, that defects will be corrected, or that the site or the server are free of viruses. We will not be liable for any loss of content or material uploaded or transmitted through the website.

Entire Agreement

Your Statutory Rights are not affected by these terms and conditions.


The Conditions shall be governed by the laws of England and the exclusive jurisdiction of the courts of England.


Our company details are:

Rutlands Limited
Rutland House
Deepdale Business Park
Ashford Road
United Kingdom
DE45 1GT

Registered in England Number: 3769933

VAT No: 737567201