Terms & Conditions

Where to find information about us and our products

You can find everything you need to know about us and our products on our website, our catalogues or from our sales staff before you order. We also confirm the key information to you in writing after you order, either by email, in your online account or on paper.

When you buy from us you are agreeing that:

• We only accept orders when we have checked them.
• Sometimes we reject orders.
• We charge you when you order your products.
• We charge interest on late payments.
• We pass on increases in VAT.
• We are not responsible for delays outside our control.
• Products can vary from their images.
• You are responsible for making sure your measurements are accurate.
• If you bought online, by mail order, or over the telephone you have a legal right to change your mind.
• You have rights if there is something wrong with the product.
• We can change products and these terms at our reasonable discretion.
• We can suspend supply, and you have rights if we do.
• We can withdraw products.
• We can end our contract with you.
• We do not automatically compensate you for losses caused by us or our products.
• We use your personal data as set out in our Privacy Notice.
• You have several options for resolving disputes with us.
• Other important terms apply to our contract.

We only accept orders when we have checked them

We shall contact you to confirm we have received your order and when we dispatch or supply the product to you.

Sometimes we reject orders

Sometimes we may reject orders, for example because a product is unexpectedly out of stock, because a credit reference we have obtained is unsatisfactory, because you are located outside our delivery areas as stated on our website and in our marketing, or because the product was mispriced by us. When this happens, we let you know as soon as possible and will refund any sums you have paid.

We charge you when we accept your order

However, for some products we take payment at regular intervals, as explained to you during the order process. You will own any goods once we have received payment for them in full.

We do not take responsibility for the non-authorisation of online payments where additional credit checking processes are required, nor for any delay or cost incurred by the Buyer as a result of a delay in the credit authorisation process.

We charge interest on late payments

If we are unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time.

Interest charged accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You shall pay us the interest together with any overdue amount.

We pass on increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We are not responsible for delays outside our control

If our delivery of your product is delayed by an event outside our control — such as, but not limited to, the delivery vehicle carrying the goods breaking down, import or export regulations, war or threat of war, fuel shortages, staff or third-party shortages, or an Act of God — we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we will not compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team at[email protected] or 01772 311113 to end the contract and receive a refund for any products you have paid for in advance but not received, less any reasonable costs that we have already incurred.

Time is not of the essence in relation to any delay of performance for delivery or installation of the goods.

Products can vary slightly from their image online

A product’s true colour may not exactly match that shown on your device or in our marketing, or its packaging may be slightly different.

You are responsible for making sure your measurements are accurate

If we are making or supplying the product to measurements you provide, you are responsible for making sure those measurements are accurate and correct.

We charge you if you do not give us information we need, or do preparatory work as agreed

We may charge you additional sums if you do not give us information we have asked for about how we can access your property for delivery, installation or to provide services, or if you do not do the required preparatory work for installation as agreed with us. For example, we might need to re-deliver with another vehicle, provide extra manpower, or reschedule services.

Our obligations to deliver and install

The Company reserves the right to utilise a variety of transportation services to deliver and install the product. We will make all reasonable efforts to make the delivery as promised; however, in circumstances where it is not practical or possible to complete the delivery, we will not be obliged to deliver or install as agreed.

We expect that upon delivery or installation of the product, you or your representative will be present to sign for the goods. If however we are required to deliver or install the goods without signature, the responsibility for the goods is yours from this point onwards.

Unless you have paid for our installation service, our staff and representatives will not deliver goods inside your home.

If you bought online, by mail order, or over the telephone you can change your mind

For most of our products bought online, by mail order, or over the telephone you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

Your legal rights

14 days to change your mind, online, telephone and mail order sales only.

You shall pay the costs of return.

When you cannot change your mind

You cannot change your mind about an order for:

• services, once these have been completed;
• goods that are made to your specifications or are clearly personalised; and
• goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind

If you change your mind about a product or service you must let us know no later than 14 days after you have placed your order with us. To let us know you want to change your mind, contact our Customer Service Team at [email protected] or01772 311113.

You have to return the product at your own cost

If your product is goods, you have to return it to us within 7 days of your telling us you have changed your mind. Returns are at your own cost, unless we expressly offered free returns in writing when you bought the goods. You can bring the product to one of our stores, or contact our Customer Service Team at [email protected]. You will need your email receipt and the card you paid with.

Alternatively you can send the product back to us. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you do not do this and we do not receive the goods at all, or within a reasonable time, we will not refund you the price. For help with returns, including our collection arrangements for goods which cannot be posted, contact our Customer Service Team at[email protected].

You have to pay for services you received before you change your mind

If you bought a service, such as installation of products by our installation team, we will not refund you after they have been installed.

We reduce your refund if you have used or damaged a product

If you handle the product in a way which would not be acceptable, we may reduce your refund to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, price tags have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team at[email protected] can advise you on whether we are likely to reduce your refund.

When and how we refund you

We refund you as soon as possible and within 14 days of you telling us you have changed your mind. If you are sending products back to us, we refund you within 14 days of receiving them back from you, or receiving evidence you have sent them to us. We refund you by the method you used for payment. We do not charge a fee for the refund.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must either bring it into one of our stores or contact our Customer Service Team at[email protected].

We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements set by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website atcitizensadvice.org.uk. Remember that you have several options for resolving disputes with us.

Summary of your key legal rights

If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

• Up to 30 days: if your goods are faulty, then you can get a refund.
• Up to six months: if your goods cannot be repaired or replaced, then you are entitled to a full refund, in most cases.
• Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

If your product is services, the Consumer Rights Act 2015 says:

• You can ask us to repeat or fix a service if it is not carried out with reasonable care and skill, or get some money back if we cannot fix it.
• If a price has not been agreed upfront, what you are asked to pay must be reasonable.
• If a time has not been agreed upfront, it must be carried out within a reasonable time.

We can change products and these terms

We can always change a product:

• to reflect changes in relevant laws and regulatory requirements;
• to make minor technical adjustments and improvements.

Changes we can only make if we give you notice and an option to terminate

We can also make other types of change to the product or these terms, but if we do so we will notify you and you can then contact our Customer Service Team at[email protected] to end the contract before the change takes effect and receive a refund for any products you have paid for in advance but not received.

We can suspend the supply of a product

We can do this to:

• deal with technical problems or make technical changes;
• update the product to reflect changes in relevant laws and regulatory requirements; or
• make changes to the product.

We contact you in advance to tell you we are suspending supply, unless the problem is urgent or an emergency. If we suspend the product for longer than 3 months we may adjust the price so you do not pay for it while it is suspended. If we suspend supply, or tell you we are going to suspend supply, for more than 3 months you can contact our Customer Service Team at[email protected] to end the contract and we will refund any sums you have paid in advance for products you will not receive.

We can end our contract with you

We can end our contract with you and claim any compensation due to us if:

• you do not make any payment to us when it is due and you still do not make payment within 14 days of our reminding you that payment is due;
• you do not, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product;
• you do not, within a reasonable time, either allow us to deliver the product to you or collect it from us. If you have said you will collect a product but you do not do this within 14 days then, unless the product is made to your specifications or is clearly personalised, we shall treat your order as cancelled and refund the purchase price.

We do not compensate you for all losses caused by us or our products

We are responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it, so, in the law, the loss was unforeseeable.
• Caused by a delaying event outside our control.
• Something you could have avoided by taking reasonable action.
• A business loss. Our liability for any loss you suffer in connection with your trade, business, craft or profession is limited, including any loss of opportunity.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in ourPrivacy Policy.

You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team at[email protected] will do their best to resolve any problems you have with us or our products, as per our complaints policy.

Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it without you having to go to court, such as mediation.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

• We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We will contact you to let you know if we plan to do this, and we will ensure that the transfer will not affect your rights under the contract. If you are unhappy with the transfer you can contact our Customer Service Team at [email protected] to end the contract within 14 days of us telling you about it, and we will refund you any payments you have made in advance for products not provided.
• You can only transfer your contract with us to someone else if we agree to this. We may not agree if the new Buyer is insolvent or if we cannot honour the terms of the contract for that particular Buyer. We can require the new owner to prove you transferred the product to them.
• Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign off on ending or changing it.
• If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
• Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something, like paying, or for doing something you are not allowed to, but that does not mean we cannot do it later.