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TERMS AND CONDITIONS
THE PARTIES AGREE TO THE FOLLOWING TERMS AND CONDITIONS:
SCOPE OF THESE TERMS
1.1 Purpose of these Terms: These Terms and Conditions govern the provision of products we supply to you.
1.2 Applicability of these Terms: These Terms and Conditions are applicable only if you are purchasing products from our website as an individual consumer (i.e., for personal use unrelated to your business, trade, or profession). For commercial purchases made through our website, our Business Terms and Conditions apply, which can be found here.
1.3 Importance of Understanding these Terms: We strongly recommend reading these Terms and Conditions carefully before placing your order with us. They provide key information about us, how we deliver products to you, how potential alterations or terminations to the contract can occur, how to address potential issues, and other critical details. If you believe there is an error in these Terms, we encourage you to reach out to us for clarification.
OUR DETAILS AND COMMUNICATION
2.1 About Us: We operate under the name House of Worktops, a trading division of Tron Worktops Limited, a company officially registered in . Our company registration number is 11934227 and our principal place of business is located at 239-241 Kennington Ln, London SE11 5QU. We are VAT registered under the number GB337950084.
2.2 Contacting Us: Should you need to reach out to us, you can do so by dialling our customer service line at 01727260688 or by writing to us at [email protected]. Alternatively, you can send postal mail to our address: Tron Worktops T/A House of Worktops, 104 High Street, London Colney, Hertfordshire, AL2 1QL
2.3 Our Communication with You: If we need to get in touch with you, we will do so via the phone number, email address, or postal address that you have provided in your order.
2.4 Definition of 'Writing': In the context of these Terms, 'writing' or 'written' encompasses emails.
3. YOUR AGREEMENT WITH US
3.1 Information Accuracy: Please ensure the completeness and accuracy of all contact information, including telephone numbers and email addresses, provided to us. Once an order is placed, it will not be possible to modify these details.
3.2 Order Acceptance: When you place an order with us, you are proposing to purchase our products in accordance with these Terms and Conditions. We will confirm acceptance of your order via email, at which time a contractual agreement between us is established.
3.3 Order Rejection: If we are unable to fulfill your order, we will notify you in writing or over the phone, and fully refund any payments you have already made towards the product. This could be due to product unavailability, unforeseen limitations on our resources, credit references for you not meeting our minimum criteria, detection of an error in the product's price or description, or our inability to meet a specified delivery deadline.
3.4 Order Identification: Upon accepting your order, we will assign and communicate to you an order number. When communicating with us about your order, mentioning this order number will facilitate our assistance.
3.5 Geographic Sales Focus: Our website primarily promotes our products for sale within the UK. Regrettably, we do not currently offer delivery to Northern Ireland or locations outside the UK. Our future objective includes servicing customers within the EU, but unless specifically confirmed, delivery to the EU is currently unavailable.
3.6 Order Tracking. You can monitor the progress of your order either by contacting us directly or, if available, by using the Order Status Page on our website.
4. ABOUT OUR PRODUCTS
4.1 Product Representation: The product images on our website are for illustrative purposes only. Despite our efforts to accurately display colours, we cannot assure that your device's display will accurately reflect the actual colours of the products. Consequently, your purchased product may slightly differ from the images viewed.
4.2 Manufacturing Tolerances: As our products are crafted from natural materials, all sizes, weights, capacities, dimensions, and measurements stated on our website are subject to manufacturing tolerances. The specifics of these tolerances are provided on the product page for each item.
4.3 Colour Variation: We strive to maintain consistent colouring for orders involving multiple items. However, due to the inherent characteristics of natural products and manufacturing processes, we cannot guarantee exact colour replication across different pieces or batches. We reserve the right to modify our product designs at any time, and if such changes impact your existing order, we will notify you.
4.4 Characteristics of Natural Materials: Our suppliers meticulously strive to minimise natural imperfections on the surface of our products during manufacturing. Nonetheless, some minor imperfections like knots and shakes, which do not compromise the product's functionality, are considered acceptable and do not constitute faults or defects. Larger imperfections may occasionally appear on the product's underside, which are not considered defects as long as they do not impact structural integrity. Our timber products are kiln-dried to enhance quality. However, natural timber contraction and expansion may result in minor cracks after installation. This is a common characteristic of timber and does not signify a fault or defect. Minor cracks can be easily filled with a similarly coloured wax filler if necessary.
4.5 Product Samples: Any samples we provide are intended as approximate guides. Due to the natural variation in stave widths, lengths, colours, and appearance, we cannot offer a sale by sample service. When ordering from us, you accept that all products are sold based on their description.
4.6 Packaging Variation: The actual product packaging may differ from the images shown on our website.
4.7 Accuracy of Your Measurement: If we're customising a product based on your provided measurements, you bear the responsibility for their accuracy.
4.8 Product Storage, Installation, and Maintenance: We advise you to refer to the storage, installation, and maintenance guidelines provided on our website. We cannot be held responsible for any damage or defects resulting from incorrect installation, improper storage, or inadequate maintenance of the products, whether by you or anyone acting on your behalf.
4.9 Manufacturer's Warranty; Information regarding manufacturer's warranty, if available, will be specified on the product pages on our website.
5. MODIFICATIONS TO YOUR ORDER
5.1 Altering Your Order: Once your order has been confirmed by us, it may still be possible to amend it as per your requirements. If you desire to change the product(s) ordered, or modify the delivery date, time, or location, please contact us promptly. We will strive to accommodate your request and will inform you if the proposed change is feasible. Please note that if you request to postpone delivery for 8 weeks or more from the order date, we reserve the right to levy storage costs. For further details about these costs, please get in touch with us.
5.2 Alterations to Bespoke Orders: For changes to orders that include bespoke products, please refer to our Bespoke Service Terms and Conditions.
5.3 Consequences of Approved Changes: If your requested change is viable, we will inform you of its impact on the product price, delivery cost or timing, or any other necessary adjustments. Once you agree to the changes, we will confirm them via email.
5.4 Restrictions on Changes: In certain instances, it may be impossible to modify an order, such as when the order has already been dispatched or prepared for dispatch. This is not an exhaustive list, and there may be other circumstances precluding changes to an order. If this is the case, we will explain the situation to you.
If we are unable to implement your requested change, or if the implications of the change are not acceptable to you, you may wish to cancel your order, if you are entitled to do so. Please be aware that for certain products, like bespoke items, cancellation rights may not apply. For more information on your cancellation rights and how to exercise them, please refer to the 'Your Rights to Terminate the Agreement' section (clause 8) below.
6. OUR AUTHORITY TO MODIFY PRODUCTS
6.1 Product Adjustments: We reserve the right to modify the product:
6.1.1 to comply with alterations in applicable laws and regulatory mandates;
6.1.2 to carry out minor technical enhancements and improvements;
6.1.3 to alter the décor of our products, as outlined in clause 4.3 above.
7. PROVIDING THE PRODUCTS
7.1 Delivery Costs: The delivery costs will be clearly displayed on our website. Additional terms and conditions may apply to your delivery, particularly when external delivery service partners are involved (refer to clause 7.7 below). For more information about delivery, please reach out to us using the contact details provided in clause 2 of these terms and conditions.
7.2 'Free Delivery' for First Attempt Only: If your order benefits from a 'free delivery' promotion, please note that this applies solely to the initial delivery attempt. Any additional delivery attempts will be subject to our normal rates, which are described on our website.
7.3 Timing of Product Delivery: During the ordering process, we will inform you about the expected delivery time for your products. We strive to deliver the products to you as soon as reasonably possible. We will contact you to provide an estimated delivery date or to arrange one. Our goal is to deliver the products to you within 30 days from the acceptance of your order, unless alternative arrangements have been made or we have notified you of an extended timeline due to the nature of the ordered products or any necessary manufacturing processes.
7.4 Estimates for Delivery Dates and Times: While we make every effort to meet estimated delivery dates and times, we cannot guarantee specific day or time of delivery. We strongly advise against scheduling installers or tradespeople until you have received and inspected the products for satisfactory condition and absence of defects or damage. We will not be held responsible for any costs or losses incurred as a result of scheduling prior to product delivery or inspection.
7.5 Delays beyond Our Control: If the supply of the products is delayed due to circumstances beyond our control, we will promptly inform you and take necessary measures to minimise the impact of the delay. We cannot be held liable for delays caused by such events. However, if there is a substantial risk of significant delay, you have the option to contact us, end the contract, and receive a refund for any paid but undelivered products.
7.6 Product Collection by You: If you have chosen to collect the products from our premises, collection can be arranged during pre-agreed times on weekdays, excluding public holidays, unless otherwise notified. Collection is available at the following address: 104 High Street, London Colney, St. Albans, Hertfordshire, AL2 1QL. We will contact you using the provided telephone number to notify you when the products are ready for collection. Please note that the products may not be available for collection before you receive this notification. Our staff is unable to assist with loading the products onto your transportation. It is your responsibility to ensure that you have suitable transport and assistance for loading. We assume no responsibility for any injuries sustained by individuals you engage to assist with product collection or loading, unless such injuries result from our negligence.
7.7 Delivery by External Delivery Service Partners ('Couriers'): In cases where couriers are responsible for delivering the products to you, we will promptly inform you of the courier's name and provide any available tracking information. Once we have handed the products to the courier for dispatch, you can track the delivery status directly with the courier using the provided tracking information. If you need to make any delivery-related changes after dispatch, we recommend contacting the courier directly using the contact information provided by us or the courier themselves. Please note that we cannot guarantee that the courier will accommodate changes requested after the products have been dispatched.
7.8 Your Responsibility for Delivery Preparation: Delivery will be made to the nearest accessible ground floor access point at the specified delivery address. Our delivery personnel or couriers will not deliver the products up or down stairs/steps from the ground floor access point. We do not deliver through windows, and the goods will not be placed in lifts or elevators. It is your responsibility to ensure clear access for the delivery vehicle, our delivery personnel, or the courier to safely carry out the delivery. If any obstructions prevent delivery to the nearest ground floor access point, our delivery personnel or the courier will place the products at the closest safe point. During delivery, our personnel and couriers will not remove footwear, so it is your responsibility to cover and protect any flooring to prevent dirt or damage. We will not be held responsible for any damage not caused by us or to the extent that it results from your negligence.
7.9 Delivery Attempt in Your Absence: If no one is available at your address to receive the delivery, and the products cannot be posted through your letterbox, a note will be left with instructions on how to rearrange delivery or collect the products from our premises.
7.10 Failure to Re-Arrange Delivery: If you fail to collect the products as arranged or, after a failed delivery, you do not re-arrange delivery or collection from one of the specified depots mentioned in clause 7.6 or another depot specified by the courier, we will contact you for further instructions. In such cases, we may charge you for storage costs and any additional delivery expenses. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection, we may terminate the contract, subject to clause 10.2.
7.11 Ownership of Products: Once we have received full payment for the products, ownership of the products will transfer to you.
7.12 Work on Products after Delivery or Collection: If you identify any defects or damage to the products, please do not attempt to fix them without contacting us first. Attempting to repair the products on your own may prevent us from accepting returns and could void any applicable manufacturer's warranty. Any modifications you make to the product after delivery or collection, such as installation, cutting, oiling (except for a test patch), or any alterations that change the product's original condition, will be deemed acceptance of the product as free from defects or damage. If you later report defects or damage, it will be assumed that you caused them unless you can prove that the defects or damage were present at the time of delivery or collection.
7.13 Failure to Provide Required Information: In order to supply the products to you, we may require specific information from you. If this is the case, it will be clearly stated in the product description on our website. We will reach out to you to request this information. Failure to provide the necessary information within a reasonable timeframe or providing incomplete or incorrect information may result in the termination of the contract (subject to clause 10.2) or an additional charge to compensate us for any extra work required. We will not be held responsible for late delivery or non-delivery of any part of the products if it is caused by your failure to provide us with the required information within a reasonable timeframe.
7.11 When you become responsible for the products: Products will be your responsibility from the time they are delivered to you or you (or any third party nominated by you) collect them from us. Please thoroughly inspect the products on delivery or collection to ensure that they are consistent with your order and are not defective or otherwise damaged. We may ask you to complete a delivery or collection note confirming that a visual inspection of the products was conducted and that no defects or damage was identified by you. Please report any fault or defect identified within 48 hours.
7.15 Reasons for Suspending Product Supply: We may need to suspend the supply of a product in the following circumstances:
7.15.1 To address technical issues or make minor technical changes.
7.15.2 To update the product to comply with changes in relevant laws and regulatory requirements.
7.15.3 To make changes to the product as per your request or notification from us (see clause 6).
7.16 Your Rights during Product Suspension: If we need to suspend the supply of a product, we will notify you in advance unless it is an urgent or emergency situation. In the event of a suspension, we will adjust the price accordingly so that you are not charged for products during the suspension period. If we suspend the product or inform you of an upcoming suspension for a period longer than four weeks, you may contact us to terminate the contract for that product, and we will refund any prepaid amounts for the period after contract termination.
7.17 Suspension of Product Supply due to Non-Payment: If you fail to make payment for the products as required (see clause 12.4), we will remind you of the outstanding payment and suspend the supply of the products until you have settled the outstanding amount. In addition to suspending the products, we may also charge interest on overdue payments (see clause 12.5).
8. TERMINATION OF YOUR AGREEMENT WITH US
8.1 The Conditions for Terminating Your Agreement: You have the right to terminate your agreement with us at any point. The circumstances of your termination, such as the condition of the purchased product, our performance, and the timing of your decision to terminate, will dictate your rights after termination:
8.1.1 In the event of a product malfunction or misrepresentation, you may possess a legal right to terminate the agreement. You could potentially have the product repaired or replaced, request a reperformance of a service, or even secure a partial or full refund (Refer to clause 11).
8.1.2 If you wish to terminate due to an action we have taken or have informed you we will take, please refer to clause 8.2.
8.1.3 If you no longer desire the product, please see clause 8.3. Within the cooling-off period, you might be eligible for a refund, although deductions may apply, and you will be responsible for any product return costs.
8.2 Termination Due to Our Actions: If you decide to terminate the agreement for any of the reasons listed from 8.2.1 to 8.2.5, your agreement will cease immediately. We will provide a full refund for any products not yet delivered, and you may also qualify for compensation. The reasons include:
8.2.1 We have informed you about an impending change to the product or these terms that you disagree with.
8.2.2 We have made you aware of a pricing or product description error, and you choose not to proceed.
8.2.3 There is a significant risk of product supply delay due to uncontrollable circumstances.
8.2.4 We have temporarily halted product supply due to technical issues, or have alerted you about a suspension for technical reasons, for a period exceeding 4 weeks.
8.2.5 You hold a legal right to terminate the agreement due to a mistake on our part.
8.3 Your Right to Reconsider (Consumer Contracts Regulations 2013): For most products purchased online, you have a legal right to reconsider your purchase within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are elaborated further in these terms.
8.4 Restrictions on Your Right to Reconsider: You do not have the right to reconsider regarding:
8.4.1 Any products that are, or will be, specifically made and/or assembled by us (or our suppliers) per your request, i.e., custom or fabricated products.
8.4.2 Any products that have been altered post-delivery or collection, such as installation, cutting, oiling (except for a test patch), or any modifications that deviate them from their original condition.
8.4.3 Any products that become inseparably combined with other items after delivery.
8.5 Duration to Reconsider Your Purchase: The time you have to reconsider your purchase depends on what you've ordered and its delivery method.
8.5.1 For product purchases, you have 14 days after the day you (or a person you designate) receive the products, unless:
8.5.1.1 Your products are delivered in multiple batches over different days. In this case, you have up to 14 days after the day you (or a person you designate) receive the final delivery to reconsider your purchase.
8.5.1.2 Your products are scheduled for regular delivery over a set duration. In this case, you have up to 14 days after the day you (or a person you designate) receive the initial delivery to reconsider your purchase.
9. PROCEDURE TO TERMINATE YOUR AGREEMENT WITH US (INCLUDING IF YOU'VE CHANGED YOUR MIND)
9.1 Communicating Your Decision to Terminate the Agreement: To terminate your agreement with us, reach out to us via one of the following methods:
9.1.1 Phone or Email: You can call our customer service at 01727 260688 or send us an email at [email protected] or [email protected]. Please include your name, home address, order details, and, if available, your phone number and email address.
9.1.2 Online: Fill out the form on our website. If you do not receive a confirmation receipt of your termination request within a reasonable timeframe, contact us again to confirm we've received your request.
9.2 Returning Products Post-Termination: If you terminate the agreement after the products have been dispatched or received, you must return them to us in their original packaging. You can either return the products in person where you bought them, ship them back to us at 104 High Street, London Colney, Hertfordshire, AL2 1QL, or let us or our representative collect them from you if they aren't suitable for posting. Please call our customer service at 01727 260688 or email us at [email protected] to arrange collection. If you're terminating due to a change of mind, ensure to dispatch the products within 14 days of notifying us.
9.3 Return Costs: We will cover the return costs:
9.3.1 If the products are faulty or misrepresented.
9.3.2 If you're terminating due to an informed change to the product or these terms, a pricing or description error, a delivery delay due to uncontrollable circumstances, or because of a legal right due to our mistake.
For all other scenarios (including changing your mind), you will bear the return costs.
9.4 Collection Charges: If you're responsible for return costs and we're collecting the product, we will charge you the direct collection cost. The minimum collection fee is £25, but it could be higher for a larger quantity of products. We will inform you of the cost as soon as reasonably possible.
9.5 Refund Process: We will refund the product price, including delivery costs, using your initial payment method. However, we may deduct certain amounts from the refund as outlined below.
9.6 Deductions for Change of Mind Returns: If you're terminating due to a change of mind:
9.6.1 We may decrease your refund (excluding delivery costs) to account for any product value reduction caused by your handling beyond what's permissible in a store or by these terms and conditions. This includes, but isn't limited to, cutting, modifying beyond a small oil patch test, installing, removing protective coverings to check contents or perform a color match, or unpacking beyond opening it to check contents. If we process your refund before inspecting the products and later discover improper handling, you must pay us an appropriate amount.
9.6.2 The maximum delivery costs refund will equal the cost of the least expensive delivery method we offer. For instance, if you opted for a more expensive, faster delivery, we would only refund the cost of the cheapest delivery option.
9.7 Refund Timeline: We will process your refund as quickly as possible. If you're terminating due to a change of mind and we haven't offered to collect the product, your refund will be processed within 14 days from the day we receive the product back from you or, if earlier, the day you provide evidence of having returned the product. For information on how to return a product, refer to clause 9.2.
10. HANDLING RETURNS OR REFUNDS FOR BUNDLE PROMOTION PURCHASES
Products acquired as part of a bundle offer cannot be swapped with other items post-purchase.
10.1 Products purchased as part of a bundle can only be refunded when all other items in the bundle are also returned. Your privilege to acquire products at discounted rates depends on buying the entire bundle. By choosing not to purchase the entire bundle, you relinquish your right to the discounted rates for any items within this bundle.
10.2 If items have been damaged, installed, or otherwise modified post-purchase, this may nullify your right to a refund or return of all other items within this bundle.
10.3 When House of Worktops agrees to accept returns or provide refunds for items bought as part of a bundle offer, these will be refunded up to the maximum value per item as indicated on your purchase invoice.
10.4 Purchasing a bundle from House of Worktops does not affect your other statutory rights. Your rights to return or request a refund for other items bought from us (not part of a bundle) are governed by our standard terms and conditions.
10.5 House of Worktops reserves the right to assess each case of returns or refunds for items within a bundle on an individual basis.
11. OUR AUTHORITY TO TERMINATE THE CONTRACT
11.1 We reserve the right to terminate the contract if you violate its terms. We may dissolve the contract for a product at any point by notifying you if:
11.1.1 You fail to make payment when due, and continue to neglect payment within 7 days of our reminder;
11.1.2 You don't provide us with the necessary information for us to deliver the products within a reasonable timeframe after our request;
11.1.3 You don't allow us to deliver the products or collect them from us within a reasonable timeframe;
11.1.4 You exhibit abusive or aggressive behaviour towards our personnel or our external delivery service partners;
11.1.5 You seriously violate these terms and conditions in any other way.
11.2 You are obligated to compensate us for contract breaches. If we terminate the contract under the circumstances detailed in clause 11.1, we will refund any prepayments for products we have not delivered. However, we may subtract or charge you reasonable compensation for the net costs we incur due to your contract breach.
11.3 We reserve the right to discontinue the product. We may notify you in writing if we decide to stop supplying the product. We will inform you as soon as we become aware of the decision to cease the supply of the product, and we will refund any prepayments you have made for products that will not be delivered.
12. ADDRESSING PRODUCT ISSUES
12.1 Reporting problems. Should you encounter any issues or have queries regarding the product, please reach out to us. Our customer service team can be reached at 01727260688, or you can drop us an email at [email protected]. Alternatively, you can write to us at [email protected]. We strive to respond to all queries or complaints promptly and within two business days. However, during peak times, our response may be delayed.
12.2 Summary of your legal entitlements. We have a legal obligation to provide products that are in accordance with this contract. Refer to the section below for an overview of your primary legal rights concerning the product. Rest assured, these terms will not infringe upon your legal rights.
Summary of your primary legal rights
This is an overview of your essential legal rights, which are subject to certain exceptions. For comprehensive information, please visit the Citizens Advice website www.advicehuide.org.uk
The Consumer Rights Act 2015 stipulates that products must be as described, fit for purpose, and of satisfactory quality. During your product's expected lifespan, your legal rights grant you the following:
a) Up to 30 days: If your products are defective, you can receive an immediate refund.
b) Up to six months: If your products can't be repaired or replaced, you're usually entitled to a full refund.
c) Up to six years: If your statutory rights under the Consumer Rights Act 2015 are violated, for instance, if the products do not last a reasonable period, you may be eligible for a partial refund. A claim may be made for up to six years following a contract breach.
Please also see clause 8.3.
Please also refer to Exercising your right to change your mind (Consumer Contracts Regulations 2013).
12.3 Your duty to return defective products. If you wish to exercise your legal right to reject products, you must return them in person to the place of purchase, send them back to us by post, or (if they're not suitable for posting) allow us to collect them from you. We will bear the cost of postage or collection. To receive a return label or to schedule a collection, please contact our customer service at 01727 260688 or email us at [email protected].
13. PRICING AND PAYMENT
13.1 Identifying the product price: The cost of the product, inclusive of VAT, will be the price displayed on the order pages at the time of your order placement. We make every effort to ensure the accuracy of the product's price. However, for situations where an error in the product's price is discovered, please refer to clause 13.4.
13.2 Extension of sales: We retain the right to extend any sales beyond their announced end date at our complete discretion.
13.3 Adjustment for VAT rate changes: If there is a change in the VAT rate between your order date and the date of product delivery, we will adjust the VAT rate charged to you, unless you have already paid for the product in full before the VAT rate change.
13.4 Actions for incorrect pricing: Despite our best efforts, there may be instances where some of the products are priced incorrectly. Normally, we verify prices before accepting your order. Therefore, if the actual price of the product on your order date is less than our listed price, we will charge the lower amount. If the actual price is higher, we will reach out to you for further instructions before accepting your order. If we accept and process your order where an evident pricing error could have been reasonably identified by you, we may terminate the contract, refund any payments you've made, and request the return of any products delivered to you.
13.5 Payment method and timing: We accept all major credit and debit cards for payment. Your card will be charged at the time of payment. Payment for the products must be made before we dispatch them.
13.6 Actions for invoice discrepancies. If you believe there is an error in the invoice, please promptly contact us. You will not be required to pay any interest until the dispute is resolved. Once the dispute is settled, we will charge you interest on accurately invoiced amounts from the original due date.
14. OUR LIABILITY FOR ANY LOSS OR DAMAGE INCURRED BY YOU
14.1 Our accountability for foreseeable loss and damage: If we fail to adhere to these terms, we are accountable for any loss or damage you experience that is a foreseeable consequence of our breach of this agreement, or our failure to exercise reasonable care and skill. However, we are not accountable for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it was obvious that it would occur, or if both parties were aware that it might occur at the time the contract was made, for instance, if it was discussed during the sales process.
14.2 No limitation or exclusion of our liability where it's illegal: We do not limit or exclude our liability to you in any circumstances where it would be illegal to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors; for fraudulent misrepresentation; for violating your legal rights in relation to the products as outlined in clause 12.2; and for defective products under the Consumer Protection Act 1987.
14.3 Our liability for damage to your property: If we are delivering services in your property, we will repair any damage caused by us to your property during the service provision. However, we do not accept liability for any damage not caused by us, or which is a result of your negligence. We are also not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.
14.4 Exemption from business losses liability: We supply the products solely for domestic and private usage. If you use the products for any commercial, business, or resale purposes, we will not be liable to you for any loss of profit, business losses, business interruption, or loss of business opportunity.
15. HANDLING OF YOUR PERSONAL INFORMATION
We commit to using your personal information only as outlined in our privacy policy found at this link.
16. OTHER IMPORTANT TERMS
16.1 Transfer of Contract: We reserve the right to transfer our rights and obligations under these terms to another organisation. If such a transfer occurs, we will notify you in writing, ensuring that the transfer does not affect your rights under the contract. If you are dissatisfied with the transfer, you have the option to contact us within 7 days of being informed, and we will refund any prepaid amounts for products that were not provided.
16.2 Consent for Transfer of Rights: You may only transfer your rights or obligations under these terms to another person with our prior written consent.
16.3 Rights of Third Parties: This contract is solely between you and us. No other person shall have the right to enforce any of its terms, except as explained in clause 16.1.
16.4 Legality of Contract Terms: Each paragraph of these terms operates independently. If any court or relevant authority deems any of them to be unlawful, the remaining paragraphs will remain in full force and effect.
16.5 Enforcement of Contract: Our failure to immediately insist on your compliance with any obligations under these terms, or any delay in taking action against you for a breach of this contract, does not waive our right to enforce such obligations at a later time. For instance, if you miss a payment and we do not pursue immediate action but continue to provide the products, we retain the right to request payment at a later date.
16.6 Applicable Law and Jurisdiction: These terms are governed by English law, and any legal proceedings regarding the products may be brought in the English courts. If you reside in Scotland, you have the option to initiate legal proceedings in either the Scottish or English courts. Similarly, if you reside in Northern Ireland, you have the option to bring legal proceedings in either the Northern Irish or English courts.
TERMS AND CONDITIONS
THE PARTIES AGREE TO THE FOLLOWING TERMS AND CONDITIONS:
SCOPE OF THESE TERMS
1.1 Purpose of these Terms: These Terms and Conditions govern the provision of products we supply to you.
1.2 Applicability of these Terms: These Terms and Conditions are applicable only if you are purchasing products from our website as an individual consumer (i.e., for personal use unrelated to your business, trade, or profession). For commercial purchases made through our website, our Business Terms and Conditions apply, which can be found here.
1.3 Importance of Understanding these Terms: We strongly recommend reading these Terms and Conditions carefully before placing your order with us. They provide key information about us, how we deliver products to you, how potential alterations or terminations to the contract can occur, how to address potential issues, and other critical details. If you believe there is an error in these Terms, we encourage you to reach out to us for clarification.
OUR DETAILS AND COMMUNICATION
2.1 About Us: We operate under the name House of Worktops, a trading division of Tron Worktops Limited, a company officially registered in . Our company registration number is 11934227 and our principal place of business is located at 239-241 Kennington Ln, London SE11 5QU. We are VAT registered under the number GB337950084.
2.2 Contacting Us: Should you need to reach out to us, you can do so by dialling our customer service line at 01727260688 or by writing to us at [email protected]. Alternatively, you can send postal mail to our address: Tron Worktops T/A House of Worktops, 104 High Street, London Colney, Hertfordshire, AL2 1QL
2.3 Our Communication with You: If we need to get in touch with you, we will do so via the phone number, email address, or postal address that you have provided in your order.
2.4 Definition of 'Writing': In the context of these Terms, 'writing' or 'written' encompasses emails.
3. YOUR AGREEMENT WITH US
3.1 Information Accuracy: Please ensure the completeness and accuracy of all contact information, including telephone numbers and email addresses, provided to us. Once an order is placed, it will not be possible to modify these details.
3.2 Order Acceptance: When you place an order with us, you are proposing to purchase our products in accordance with these Terms and Conditions. We will confirm acceptance of your order via email, at which time a contractual agreement between us is established.
3.3 Order Rejection: If we are unable to fulfill your order, we will notify you in writing or over the phone, and fully refund any payments you have already made towards the product. This could be due to product unavailability, unforeseen limitations on our resources, credit references for you not meeting our minimum criteria, detection of an error in the product's price or description, or our inability to meet a specified delivery deadline.
3.4 Order Identification: Upon accepting your order, we will assign and communicate to you an order number. When communicating with us about your order, mentioning this order number will facilitate our assistance.
3.5 Geographic Sales Focus: Our website primarily promotes our products for sale within the UK. Regrettably, we do not currently offer delivery to Northern Ireland or locations outside the UK. Our future objective includes servicing customers within the EU, but unless specifically confirmed, delivery to the EU is currently unavailable.
3.6 Order Tracking. You can monitor the progress of your order either by contacting us directly or, if available, by using the Order Status Page on our website.
4. ABOUT OUR PRODUCTS
4.1 Product Representation: The product images on our website are for illustrative purposes only. Despite our efforts to accurately display colours, we cannot assure that your device's display will accurately reflect the actual colours of the products. Consequently, your purchased product may slightly differ from the images viewed.
4.2 Manufacturing Tolerances: As our products are crafted from natural materials, all sizes, weights, capacities, dimensions, and measurements stated on our website are subject to manufacturing tolerances. The specifics of these tolerances are provided on the product page for each item.
4.3 Colour Variation: We strive to maintain consistent colouring for orders involving multiple items. However, due to the inherent characteristics of natural products and manufacturing processes, we cannot guarantee exact colour replication across different pieces or batches. We reserve the right to modify our product designs at any time, and if such changes impact your existing order, we will notify you.
4.4 Characteristics of Natural Materials: Our suppliers meticulously strive to minimise natural imperfections on the surface of our products during manufacturing. Nonetheless, some minor imperfections like knots and shakes, which do not compromise the product's functionality, are considered acceptable and do not constitute faults or defects. Larger imperfections may occasionally appear on the product's underside, which are not considered defects as long as they do not impact structural integrity. Our timber products are kiln-dried to enhance quality. However, natural timber contraction and expansion may result in minor cracks after installation. This is a common characteristic of timber and does not signify a fault or defect. Minor cracks can be easily filled with a similarly coloured wax filler if necessary.
4.5 Product Samples: Any samples we provide are intended as approximate guides. Due to the natural variation in stave widths, lengths, colours, and appearance, we cannot offer a sale by sample service. When ordering from us, you accept that all products are sold based on their description.
4.6 Packaging Variation: The actual product packaging may differ from the images shown on our website.
4.7 Accuracy of Your Measurement: If we're customising a product based on your provided measurements, you bear the responsibility for their accuracy.
4.8 Product Storage, Installation, and Maintenance: We advise you to refer to the storage, installation, and maintenance guidelines provided on our website. We cannot be held responsible for any damage or defects resulting from incorrect installation, improper storage, or inadequate maintenance of the products, whether by you or anyone acting on your behalf.
4.9 Manufacturer's Warranty; Information regarding manufacturer's warranty, if available, will be specified on the product pages on our website.
5. MODIFICATIONS TO YOUR ORDER
5.1 Altering Your Order: Once your order has been confirmed by us, it may still be possible to amend it as per your requirements. If you desire to change the product(s) ordered, or modify the delivery date, time, or location, please contact us promptly. We will strive to accommodate your request and will inform you if the proposed change is feasible. Please note that if you request to postpone delivery for 8 weeks or more from the order date, we reserve the right to levy storage costs. For further details about these costs, please get in touch with us.
5.2 Alterations to Bespoke Orders: For changes to orders that include bespoke products, please refer to our Bespoke Service Terms and Conditions.
5.3 Consequences of Approved Changes: If your requested change is viable, we will inform you of its impact on the product price, delivery cost or timing, or any other necessary adjustments. Once you agree to the changes, we will confirm them via email.
5.4 Restrictions on Changes: In certain instances, it may be impossible to modify an order, such as when the order has already been dispatched or prepared for dispatch. This is not an exhaustive list, and there may be other circumstances precluding changes to an order. If this is the case, we will explain the situation to you.
If we are unable to implement your requested change, or if the implications of the change are not acceptable to you, you may wish to cancel your order, if you are entitled to do so. Please be aware that for certain products, like bespoke items, cancellation rights may not apply. For more information on your cancellation rights and how to exercise them, please refer to the 'Your Rights to Terminate the Agreement' section (clause 8) below.
6. OUR AUTHORITY TO MODIFY PRODUCTS
6.1 Product Adjustments: We reserve the right to modify the product:
6.1.1 to comply with alterations in applicable laws and regulatory mandates;
6.1.2 to carry out minor technical enhancements and improvements;
6.1.3 to alter the décor of our products, as outlined in clause 4.3 above.
7. PROVIDING THE PRODUCTS
7.1 Delivery Costs: The delivery costs will be clearly displayed on our website. Additional terms and conditions may apply to your delivery, particularly when external delivery service partners are involved (refer to clause 7.7 below). For more information about delivery, please reach out to us using the contact details provided in clause 2 of these terms and conditions.
7.2 'Free Delivery' for First Attempt Only: If your order benefits from a 'free delivery' promotion, please note that this applies solely to the initial delivery attempt. Any additional delivery attempts will be subject to our normal rates, which are described on our website.
7.3 Timing of Product Delivery: During the ordering process, we will inform you about the expected delivery time for your products. We strive to deliver the products to you as soon as reasonably possible. We will contact you to provide an estimated delivery date or to arrange one. Our goal is to deliver the products to you within 30 days from the acceptance of your order, unless alternative arrangements have been made or we have notified you of an extended timeline due to the nature of the ordered products or any necessary manufacturing processes.
7.4 Estimates for Delivery Dates and Times: While we make every effort to meet estimated delivery dates and times, we cannot guarantee specific day or time of delivery. We strongly advise against scheduling installers or tradespeople until you have received and inspected the products for satisfactory condition and absence of defects or damage. We will not be held responsible for any costs or losses incurred as a result of scheduling prior to product delivery or inspection.
7.5 Delays beyond Our Control: If the supply of the products is delayed due to circumstances beyond our control, we will promptly inform you and take necessary measures to minimise the impact of the delay. We cannot be held liable for delays caused by such events. However, if there is a substantial risk of significant delay, you have the option to contact us, end the contract, and receive a refund for any paid but undelivered products.
7.6 Product Collection by You: If you have chosen to collect the products from our premises, collection can be arranged during pre-agreed times on weekdays, excluding public holidays, unless otherwise notified. Collection is available at the following address: 104 High Street, London Colney, St. Albans, Hertfordshire, AL2 1QL. We will contact you using the provided telephone number to notify you when the products are ready for collection. Please note that the products may not be available for collection before you receive this notification. Our staff is unable to assist with loading the products onto your transportation. It is your responsibility to ensure that you have suitable transport and assistance for loading. We assume no responsibility for any injuries sustained by individuals you engage to assist with product collection or loading, unless such injuries result from our negligence.
7.7 Delivery by External Delivery Service Partners ('Couriers'): In cases where couriers are responsible for delivering the products to you, we will promptly inform you of the courier's name and provide any available tracking information. Once we have handed the products to the courier for dispatch, you can track the delivery status directly with the courier using the provided tracking information. If you need to make any delivery-related changes after dispatch, we recommend contacting the courier directly using the contact information provided by us or the courier themselves. Please note that we cannot guarantee that the courier will accommodate changes requested after the products have been dispatched.
7.8 Your Responsibility for Delivery Preparation: Delivery will be made to the nearest accessible ground floor access point at the specified delivery address. Our delivery personnel or couriers will not deliver the products up or down stairs/steps from the ground floor access point. We do not deliver through windows, and the goods will not be placed in lifts or elevators. It is your responsibility to ensure clear access for the delivery vehicle, our delivery personnel, or the courier to safely carry out the delivery. If any obstructions prevent delivery to the nearest ground floor access point, our delivery personnel or the courier will place the products at the closest safe point. During delivery, our personnel and couriers will not remove footwear, so it is your responsibility to cover and protect any flooring to prevent dirt or damage. We will not be held responsible for any damage not caused by us or to the extent that it results from your negligence.
7.9 Delivery Attempt in Your Absence: If no one is available at your address to receive the delivery, and the products cannot be posted through your letterbox, a note will be left with instructions on how to rearrange delivery or collect the products from our premises.
7.10 Failure to Re-Arrange Delivery: If you fail to collect the products as arranged or, after a failed delivery, you do not re-arrange delivery or collection from one of the specified depots mentioned in clause 7.6 or another depot specified by the courier, we will contact you for further instructions. In such cases, we may charge you for storage costs and any additional delivery expenses. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection, we may terminate the contract, subject to clause 10.2.
7.11 Ownership of Products: Once we have received full payment for the products, ownership of the products will transfer to you.
7.12 Work on Products after Delivery or Collection: If you identify any defects or damage to the products, please do not attempt to fix them without contacting us first. Attempting to repair the products on your own may prevent us from accepting returns and could void any applicable manufacturer's warranty. Any modifications you make to the product after delivery or collection, such as installation, cutting, oiling (except for a test patch), or any alterations that change the product's original condition, will be deemed acceptance of the product as free from defects or damage. If you later report defects or damage, it will be assumed that you caused them unless you can prove that the defects or damage were present at the time of delivery or collection.
7.13 Failure to Provide Required Information: In order to supply the products to you, we may require specific information from you. If this is the case, it will be clearly stated in the product description on our website. We will reach out to you to request this information. Failure to provide the necessary information within a reasonable timeframe or providing incomplete or incorrect information may result in the termination of the contract (subject to clause 10.2) or an additional charge to compensate us for any extra work required. We will not be held responsible for late delivery or non-delivery of any part of the products if it is caused by your failure to provide us with the required information within a reasonable timeframe.
7.11 When you become responsible for the products: Products will be your responsibility from the time they are delivered to you or you (or any third party nominated by you) collect them from us. Please thoroughly inspect the products on delivery or collection to ensure that they are consistent with your order and are not defective or otherwise damaged. We may ask you to complete a delivery or collection note confirming that a visual inspection of the products was conducted and that no defects or damage was identified by you. Please report any fault or defect identified within 48 hours.
7.15 Reasons for Suspending Product Supply: We may need to suspend the supply of a product in the following circumstances:
7.15.1 To address technical issues or make minor technical changes.
7.15.2 To update the product to comply with changes in relevant laws and regulatory requirements.
7.15.3 To make changes to the product as per your request or notification from us (see clause 6).
7.16 Your Rights during Product Suspension: If we need to suspend the supply of a product, we will notify you in advance unless it is an urgent or emergency situation. In the event of a suspension, we will adjust the price accordingly so that you are not charged for products during the suspension period. If we suspend the product or inform you of an upcoming suspension for a period longer than four weeks, you may contact us to terminate the contract for that product, and we will refund any prepaid amounts for the period after contract termination.
7.17 Suspension of Product Supply due to Non-Payment: If you fail to make payment for the products as required (see clause 12.4), we will remind you of the outstanding payment and suspend the supply of the products until you have settled the outstanding amount. In addition to suspending the products, we may also charge interest on overdue payments (see clause 12.5).
8. TERMINATION OF YOUR AGREEMENT WITH US
8.1 The Conditions for Terminating Your Agreement: You have the right to terminate your agreement with us at any point. The circumstances of your termination, such as the condition of the purchased product, our performance, and the timing of your decision to terminate, will dictate your rights after termination:
8.1.1 In the event of a product malfunction or misrepresentation, you may possess a legal right to terminate the agreement. You could potentially have the product repaired or replaced, request a reperformance of a service, or even secure a partial or full refund (Refer to clause 11).
8.1.2 If you wish to terminate due to an action we have taken or have informed you we will take, please refer to clause 8.2.
8.1.3 If you no longer desire the product, please see clause 8.3. Within the cooling-off period, you might be eligible for a refund, although deductions may apply, and you will be responsible for any product return costs.
8.2 Termination Due to Our Actions: If you decide to terminate the agreement for any of the reasons listed from 8.2.1 to 8.2.5, your agreement will cease immediately. We will provide a full refund for any products not yet delivered, and you may also qualify for compensation. The reasons include:
8.2.1 We have informed you about an impending change to the product or these terms that you disagree with.
8.2.2 We have made you aware of a pricing or product description error, and you choose not to proceed.
8.2.3 There is a significant risk of product supply delay due to uncontrollable circumstances.
8.2.4 We have temporarily halted product supply due to technical issues, or have alerted you about a suspension for technical reasons, for a period exceeding 4 weeks.
8.2.5 You hold a legal right to terminate the agreement due to a mistake on our part.
8.3 Your Right to Reconsider (Consumer Contracts Regulations 2013): For most products purchased online, you have a legal right to reconsider your purchase within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are elaborated further in these terms.
8.4 Restrictions on Your Right to Reconsider: You do not have the right to reconsider regarding:
8.4.1 Any products that are, or will be, specifically made and/or assembled by us (or our suppliers) per your request, i.e., custom or fabricated products.
8.4.2 Any products that have been altered post-delivery or collection, such as installation, cutting, oiling (except for a test patch), or any modifications that deviate them from their original condition.
8.4.3 Any products that become inseparably combined with other items after delivery.
8.5 Duration to Reconsider Your Purchase: The time you have to reconsider your purchase depends on what you've ordered and its delivery method.
8.5.1 For product purchases, you have 14 days after the day you (or a person you designate) receive the products, unless:
8.5.1.1 Your products are delivered in multiple batches over different days. In this case, you have up to 14 days after the day you (or a person you designate) receive the final delivery to reconsider your purchase.
8.5.1.2 Your products are scheduled for regular delivery over a set duration. In this case, you have up to 14 days after the day you (or a person you designate) receive the initial delivery to reconsider your purchase.
9. PROCEDURE TO TERMINATE YOUR AGREEMENT WITH US (INCLUDING IF YOU'VE CHANGED YOUR MIND)
9.1 Communicating Your Decision to Terminate the Agreement: To terminate your agreement with us, reach out to us via one of the following methods:
9.1.1 Phone or Email: You can call our customer service at 01727 260688 or send us an email at [email protected] or [email protected]. Please include your name, home address, order details, and, if available, your phone number and email address.
9.1.2 Online: Fill out the form on our website. If you do not receive a confirmation receipt of your termination request within a reasonable timeframe, contact us again to confirm we've received your request.
9.2 Returning Products Post-Termination: If you terminate the agreement after the products have been dispatched or received, you must return them to us in their original packaging. You can either return the products in person where you bought them, ship them back to us at 104 High Street, London Colney, Hertfordshire, AL2 1QL, or let us or our representative collect them from you if they aren't suitable for posting. Please call our customer service at 01727 260688 or email us at [email protected] to arrange collection. If you're terminating due to a change of mind, ensure to dispatch the products within 14 days of notifying us.
9.3 Return Costs: We will cover the return costs:
9.3.1 If the products are faulty or misrepresented.
9.3.2 If you're terminating due to an informed change to the product or these terms, a pricing or description error, a delivery delay due to uncontrollable circumstances, or because of a legal right due to our mistake.
For all other scenarios (including changing your mind), you will bear the return costs.
9.4 Collection Charges: If you're responsible for return costs and we're collecting the product, we will charge you the direct collection cost. The minimum collection fee is £25, but it could be higher for a larger quantity of products. We will inform you of the cost as soon as reasonably possible.
9.5 Refund Process: We will refund the product price, including delivery costs, using your initial payment method. However, we may deduct certain amounts from the refund as outlined below.
9.6 Deductions for Change of Mind Returns: If you're terminating due to a change of mind:
9.6.1 We may decrease your refund (excluding delivery costs) to account for any product value reduction caused by your handling beyond what's permissible in a store or by these terms and conditions. This includes, but isn't limited to, cutting, modifying beyond a small oil patch test, installing, removing protective coverings to check contents or perform a color match, or unpacking beyond opening it to check contents. If we process your refund before inspecting the products and later discover improper handling, you must pay us an appropriate amount.
9.6.2 The maximum delivery costs refund will equal the cost of the least expensive delivery method we offer. For instance, if you opted for a more expensive, faster delivery, we would only refund the cost of the cheapest delivery option.
9.7 Refund Timeline: We will process your refund as quickly as possible. If you're terminating due to a change of mind and we haven't offered to collect the product, your refund will be processed within 14 days from the day we receive the product back from you or, if earlier, the day you provide evidence of having returned the product. For information on how to return a product, refer to clause 9.2.
10. HANDLING RETURNS OR REFUNDS FOR BUNDLE PROMOTION PURCHASES
Products acquired as part of a bundle offer cannot be swapped with other items post-purchase.
10.1 Products purchased as part of a bundle can only be refunded when all other items in the bundle are also returned. Your privilege to acquire products at discounted rates depends on buying the entire bundle. By choosing not to purchase the entire bundle, you relinquish your right to the discounted rates for any items within this bundle.
10.2 If items have been damaged, installed, or otherwise modified post-purchase, this may nullify your right to a refund or return of all other items within this bundle.
10.3 When House of Worktops agrees to accept returns or provide refunds for items bought as part of a bundle offer, these will be refunded up to the maximum value per item as indicated on your purchase invoice.
10.4 Purchasing a bundle from House of Worktops does not affect your other statutory rights. Your rights to return or request a refund for other items bought from us (not part of a bundle) are governed by our standard terms and conditions.
10.5 House of Worktops reserves the right to assess each case of returns or refunds for items within a bundle on an individual basis.
11. OUR AUTHORITY TO TERMINATE THE CONTRACT
11.1 We reserve the right to terminate the contract if you violate its terms. We may dissolve the contract for a product at any point by notifying you if:
11.1.1 You fail to make payment when due, and continue to neglect payment within 7 days of our reminder;
11.1.2 You don't provide us with the necessary information for us to deliver the products within a reasonable timeframe after our request;
11.1.3 You don't allow us to deliver the products or collect them from us within a reasonable timeframe;
11.1.4 You exhibit abusive or aggressive behaviour towards our personnel or our external delivery service partners;
11.1.5 You seriously violate these terms and conditions in any other way.
11.2 You are obligated to compensate us for contract breaches. If we terminate the contract under the circumstances detailed in clause 11.1, we will refund any prepayments for products we have not delivered. However, we may subtract or charge you reasonable compensation for the net costs we incur due to your contract breach.
11.3 We reserve the right to discontinue the product. We may notify you in writing if we decide to stop supplying the product. We will inform you as soon as we become aware of the decision to cease the supply of the product, and we will refund any prepayments you have made for products that will not be delivered.
12. ADDRESSING PRODUCT ISSUES
12.1 Reporting problems. Should you encounter any issues or have queries regarding the product, please reach out to us. Our customer service team can be reached at 01727260688, or you can drop us an email at [email protected]. Alternatively, you can write to us at [email protected]. We strive to respond to all queries or complaints promptly and within two business days. However, during peak times, our response may be delayed.
12.2 Summary of your legal entitlements. We have a legal obligation to provide products that are in accordance with this contract. Refer to the section below for an overview of your primary legal rights concerning the product. Rest assured, these terms will not infringe upon your legal rights.
Summary of your primary legal rights
This is an overview of your essential legal rights, which are subject to certain exceptions. For comprehensive information, please visit the Citizens Advice website www.advicehuide.org.uk
The Consumer Rights Act 2015 stipulates that products must be as described, fit for purpose, and of satisfactory quality. During your product's expected lifespan, your legal rights grant you the following:
a) Up to 30 days: If your products are defective, you can receive an immediate refund.
b) Up to six months: If your products can't be repaired or replaced, you're usually entitled to a full refund.
c) Up to six years: If your statutory rights under the Consumer Rights Act 2015 are violated, for instance, if the products do not last a reasonable period, you may be eligible for a partial refund. A claim may be made for up to six years following a contract breach.
Please also see clause 8.3.
Please also refer to Exercising your right to change your mind (Consumer Contracts Regulations 2013).
12.3 Your duty to return defective products. If you wish to exercise your legal right to reject products, you must return them in person to the place of purchase, send them back to us by post, or (if they're not suitable for posting) allow us to collect them from you. We will bear the cost of postage or collection. To receive a return label or to schedule a collection, please contact our customer service at 01727 260688 or email us at [email protected].
13. PRICING AND PAYMENT
13.1 Identifying the product price: The cost of the product, inclusive of VAT, will be the price displayed on the order pages at the time of your order placement. We make every effort to ensure the accuracy of the product's price. However, for situations where an error in the product's price is discovered, please refer to clause 13.4.
13.2 Extension of sales: We retain the right to extend any sales beyond their announced end date at our complete discretion.
13.3 Adjustment for VAT rate changes: If there is a change in the VAT rate between your order date and the date of product delivery, we will adjust the VAT rate charged to you, unless you have already paid for the product in full before the VAT rate change.
13.4 Actions for incorrect pricing: Despite our best efforts, there may be instances where some of the products are priced incorrectly. Normally, we verify prices before accepting your order. Therefore, if the actual price of the product on your order date is less than our listed price, we will charge the lower amount. If the actual price is higher, we will reach out to you for further instructions before accepting your order. If we accept and process your order where an evident pricing error could have been reasonably identified by you, we may terminate the contract, refund any payments you've made, and request the return of any products delivered to you.
13.5 Payment method and timing: We accept all major credit and debit cards for payment. Your card will be charged at the time of payment. Payment for the products must be made before we dispatch them.
13.6 Actions for invoice discrepancies. If you believe there is an error in the invoice, please promptly contact us. You will not be required to pay any interest until the dispute is resolved. Once the dispute is settled, we will charge you interest on accurately invoiced amounts from the original due date.
14. OUR LIABILITY FOR ANY LOSS OR DAMAGE INCURRED BY YOU
14.1 Our accountability for foreseeable loss and damage: If we fail to adhere to these terms, we are accountable for any loss or damage you experience that is a foreseeable consequence of our breach of this agreement, or our failure to exercise reasonable care and skill. However, we are not accountable for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it was obvious that it would occur, or if both parties were aware that it might occur at the time the contract was made, for instance, if it was discussed during the sales process.
14.2 No limitation or exclusion of our liability where it's illegal: We do not limit or exclude our liability to you in any circumstances where it would be illegal to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors; for fraudulent misrepresentation; for violating your legal rights in relation to the products as outlined in clause 12.2; and for defective products under the Consumer Protection Act 1987.
14.3 Our liability for damage to your property: If we are delivering services in your property, we will repair any damage caused by us to your property during the service provision. However, we do not accept liability for any damage not caused by us, or which is a result of your negligence. We are also not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.
14.4 Exemption from business losses liability: We supply the products solely for domestic and private usage. If you use the products for any commercial, business, or resale purposes, we will not be liable to you for any loss of profit, business losses, business interruption, or loss of business opportunity.
15. HANDLING OF YOUR PERSONAL INFORMATION
We commit to using your personal information only as outlined in our privacy policy found at this link.
16. OTHER IMPORTANT TERMS
16.1 Transfer of Contract: We reserve the right to transfer our rights and obligations under these terms to another organisation. If such a transfer occurs, we will notify you in writing, ensuring that the transfer does not affect your rights under the contract. If you are dissatisfied with the transfer, you have the option to contact us within 7 days of being informed, and we will refund any prepaid amounts for products that were not provided.
16.2 Consent for Transfer of Rights: You may only transfer your rights or obligations under these terms to another person with our prior written consent.
16.3 Rights of Third Parties: This contract is solely between you and us. No other person shall have the right to enforce any of its terms, except as explained in clause 16.1.
16.4 Legality of Contract Terms: Each paragraph of these terms operates independently. If any court or relevant authority deems any of them to be unlawful, the remaining paragraphs will remain in full force and effect.
16.5 Enforcement of Contract: Our failure to immediately insist on your compliance with any obligations under these terms, or any delay in taking action against you for a breach of this contract, does not waive our right to enforce such obligations at a later time. For instance, if you miss a payment and we do not pursue immediate action but continue to provide the products, we retain the right to request payment at a later date.
16.6 Applicable Law and Jurisdiction: These terms are governed by English law, and any legal proceedings regarding the products may be brought in the English courts. If you reside in Scotland, you have the option to initiate legal proceedings in either the Scottish or English courts. Similarly, if you reside in Northern Ireland, you have the option to bring legal proceedings in either the Northern Irish or English courts.