Terms and Conditions
1. Placing Your Order
When you place an order with us, you confirm that all order details are complete and accurate. Before you finalise your order, we will go through your selected products and services with you, including details such as materials, sizes, colours, operation, maintenance and care instructions. You will be asked to sign to confirm that the order details are correct and that you are happy to proceed.
2. Your Responsibilities
You are responsible for ensuring that the products you order will fit into your home, informing us of anything that may make delivery or installation difficult (such as limited access or special requirements), providing accurate information that may affect delivery or installation, and paying any additional charges for re-delivery or the return of non-faulty products if issues arise due to access or incorrect information.
3. Product Information
Images and descriptions are provided to help you choose your products, but items may vary slightly from their pictures.
4. Ordering and Payment
We offer several ways to place your order and to make payment. Full details will be provided at the point of purchase.
5. Delivery and Delays
We work to deliver your products as agreed, but we are not responsible for delays caused by circumstances outside our reasonable control. If a delay occurs, we will keep you updated where possible.
6. Guarantees and Your Legal Rights
All products come with guarantees for your peace of mind. You also have legal rights if a product is faulty or not as described.
7. VAT Exemption
If you are chronically ill or disabled and the product(s) you are ordering are marked as VAT‑free, you may be eligible to purchase them without paying VAT.
To qualify, you must complete and sign an Eligibility Declaration. Making a false declaration is an offence. If you are unsure about your eligibility, please refer to HM Revenue & Customs Notice 701/7: VAT Reliefs for Disabled People, or contact the VAT National Advice Service on 0300 123 1073 before signing.
8. Refunds: When and How We Refund You
If you cancel an order before the product has been delivered, we will refund you as soon as possible and within 14 days of you informing us. If you return a product to us, we will refund you within 14 days of receiving it back. Refunds will be processed using the same payment method you originally used. We do not charge any fees for issuing a refund.
You have up to 14 days from receiving your product(s) to cancel your order.
9. Changes to Products and Terms
We may make minor changes to products or these terms to reflect improvements, legal requirements or technical updates.
10. Ending the Contract
We may end our contract with you if you breach these terms, such as by failing to pay for your order or refusing to provide necessary information.
11. Limitation of Liability
We do not compensate for all losses caused by us or our products. Our liability is limited to what is required by law.
12. Use of Personal Data
Your personal information is handled in line with our Privacy Notice, which explains how we collect, use and protect your data.
13. Resolving Disputes
If a problem arises, you have several options for resolving disputes with us. We aim to handle any issues fairly and promptly.
14. Other Important Terms
These terms form part of the contract between you and us and apply to all orders placed with us unless otherwise agreed in writing.
