These terms and conditions confirm the legal terms (Terms) on which we will sell the products (Products) listed on our website (our site).
These Terms apply to any contract between us for the sale of Products (Contract). Please read them carefully and make sure that you understand them before you place your order. You should also print a copy of these Terms for your future reference.
Use of our site
Your right to access and use of our site is subject to our Terms of Website Use.
How we use your personal information
How the contract is formed between us
Please take the time to read and check your order at each stage of the order process.
After you place an order, we will send you an e-mail to confirm that we have received it (Order Acknowledgement). However, this does not mean that your order has been accepted by us.
Existing customers will have their order accepted and processed within 24 hours (Monday-Friday). If the order requires different delivery charges to be applied, or if there are stock issues, we will notify you by telephone and/or email within 24 hours of the order being placed (Monday-Friday).
New customers require a company account to be created before an order is accepted. If you do not have an account, you will be contacted by telephone within 24 hours (Monday-Friday) of your order being placed, to set an account up. Account creation is subject to satisfactory credit checks. Once your account has been successfully created, your order will be accepted and processed within 24 hours. If your account application is unsuccessful, we will require full, upfront payment for the goods and delivery charges, by debit or credit card.
The contract between us will only be formed once we have accepted the order.
We reserve the right to reject any order for any reason and no order will be accepted until an account has been opened and/or payment is received in full for all Products and any related delivery charges.
All orders are subject to stock availability. If we are unable to supply any of the Products that you have ordered we will inform you as soon as possible. In the event that an out-of-stock product is part of an order and we cannot contact you, we will send what products we have in stock, refunding the purchase price of any unavailable product where payment has already been made.
How to pay
You can pay for Products ordered on our site via your credit account, or by contacting us during office hours with a debit or credit card payment. We accept the following cards: Visa and Mastercard credit cards and Maestro, Delta and Visa Electron debit cards. An additional 2% charge will be incurred for credit card payments.
Payment for Products (including delivery charges) will be debited from your payment card at the time of placing your order. This does not mean that your order has been accepted and, if for any reason, your order is not accepted or we are unable to supply the Products you have ordered a full refund will be issued.
Price of products
We take care to ensure that the prices of Products on our site are correct. We normally verify Product prices following receipt of an order and if we discover an error in the price of the Products you have ordered we will contact you to you to give you the option of continuing to purchase the Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.
Please note that if the pricing error is obvious and unmistakable and could reasonably have been recognised by you as a pricing error, we do not have to provide the Products to you at the incorrect (lower) price even if we have failed to notify you that we do not accept your order within 7 days of our sending our Order Acknowledgement.
The price of all Products excludes VAT and delivery charges. The price including VAT will be shown before checkout. Our delivery charges are as quoted on our site, however these may differ for larger orders, or delivery outside the UK mainland (see Delivery section below).
For full details of our delivery service, delivery locations and charges please refer to our Delivery Information and Charges page.
All quoted delivery dates and times are estimates and although we will try our best to meet them we will not be responsible if we are unable to do so. We will let you know if we cannot deliver your products within 7 days of when we receive your payment and will give you the option to either wait for the Products or cancel your order and receive a full refund.
We cannot be held responsible for any third-party costs or charges which you incur due to non-delivery of an order, or orders that have not been checked on delivery.
We are not able to process orders or deliver on UK Bank Holidays and Sundays.
To minimise inconvenience we will, wherever possible, try to make one single delivery to you. This means that if your order contains a mix of products with different delivery lead times, the longest lead time will apply to the whole order.
Risk of loss and damage to the Products will pass to you on the date when the Products are posted.
Returns and refunds
You can cancel any online order by emailing email@example.com (including order number, post code and telephone number) at any time before the Product is dispatched. No refund of delivery charges will be made if the cancellation notice is received outside of this timeframe.
Please note that if you cancel an order after the Product has been delivered, you will be responsible for returning the Product to us at your cost and within 14 days of the cancellation of your order. For information regarding the return of Products please see below.
Refunds for returned goods will either be paid to the payment card used to place the order, or will be shown as a credit on your account and will be made as soon as possible and no later than, the earlier of 14 days after our receipt of the returned Products or 14 days after our receipt of evidence of the return of the Products to us. We are permitted to reduce your refund to reflect any reduction in the value of the Products which are due to the manner in which you have handled them.
If you order a product that is not a usual stock product and you then wish to return it, we are permitted to reduce your refund to reflect a 15% restocking fee. You will be notified at the point of the order that this is a non stock item and the restocking fee will be explained to you.
How to return a product
If you wish to return a Product after it has been delivered, you will be responsible for returning the Product to us at your cost by post.
Faulty or damaged products
In the unlikely event that a delivered product is faulty or damaged, we will exchange it or provide you with a refund, as long as we are notified of the product’s fault within 30 days of it being delivered to you.
We provide guarantees on many of our Products. If you are a consumer, a guarantee is in addition to your legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
Except for the remedies set out in our Refunds and Returns section (see above), if any Product which we supply is proven to be damaged or defective we will either repair or replace the Product or offer a refund less a fair amount on account of your use of the Product.
Where we are unable to perform our obligations under the Contract due to matters outside of our control or if we supply a product that is damaged or defective we will not in any circumstances accept liability for any claim to recover loss of profits or any special or indirect loss, damage or expense. Nothing in these conditions excludes or limits in any way our liability for:
- a) death or personal injury caused by our negligence; b) fraud or fraudulent misrepresentation; or c) any matter for which it would be illegal for us to exclude or attempt to exclude our liability.
As a consumer customer you may have additional legal rights in relation to Products that are faulty or not as described and nothing in these Terms affects these rights. Further advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.
As a responsible retailer, we do not knowingly sell to children and orders may only be placed by persons aged 18 or over.
Other important terms
We reserve the rights to make changes to these Terms. Any changes will be posted to the site and will take effect immediately. You should therefore read the Terms each time you place an order with us.
Our site and its contents and any Contract formed as a result of its use shall be governed by and construed in accordance with English law and shall be subject to the exclusive jurisdiction of the English courts.