Luck & Fuller Bathroom Design Studio Limited – terms and conditions for online sales

These terms may have changed since you last reviewed them

For a list of changes and when they were made, see [LINK].

Where to find information about us and our products

You can find everything you need to know about us, Luck & Fuller Bathroom Design Studio Limited, and our products on our before you order. Orders placed via the website will be processed automatically.  In respect of orders placed with sales staff as part of our design service we will confirm the key information to you in writing .

:

1. We only accept orders when we’ve checked them.
2. Sometimes we reject orders.
3. We charge you when [you order OR we accept your order OR we supply your product].
4. We charge interest on late payments.
5. We pass on increases in VAT.
6. We’re not responsible for delays outside our control.
7. Products can vary slightly from their pictures.
8. You’re responsible for making sure your measurements are accurate.
9. We may be unable to start work and may charge you if you don’t give us information we need or do preparatory work as agreed with us.
10. You have a legal right to change your mind and in some cases extra rights under any relevant manufacturer’s warranty or guarantee. However for items goods that are made to your specifications or are clearly personalised and special order products, once an order is placed we are unable to cancel the order with the supplier so the cost of the order must be paid in full. We will notify you before you order when this is the case.
11. You can end an on-going contract in accordance with these terms .
12. You have rights if there is something wrong with your product.
13. We can change products and these terms.
14. We can suspend supply (and you have rights if we do).
15. We can withdraw products.
16. We can end our contract with you.
17. We don’t compensate you for all losses caused by us or our products.
18. We use your personal data as set out in our Privacy Notice.
19. You have several options for resolving disputes with us.
20. Other important terms apply to our contract.

We only accept orders when we’ve checked them

 

Sometimes we reject orders

 

We charge you when [you order OR we accept your order OR we supply your product]

However, for some products we take payment at regular intervals, as explained to you during the order process. If your product is goods , you will own it once we have received payment in full.

We charge interest on late payments

 

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’re not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, we 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 won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: to end the contract and receive a refund for any products you have paid for in advance, but not received.

Products can vary slightly from their pictures

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’re responsible for making sure your measurements are accurate

If we’re making or supplying the product to measurements you provide, you’re responsible for making sure those measurements are correct. Find information and tips on how to measure on our website and in our brochure or contact our Customer Service Team: [LINK TO OR WEBSITE ADDRESS FOR CUSTOMER SERVICE TEAM PAGE OR TELEPHONE NUMBER FOR TEAM].

We charge you if you don’t give us information we need or do preparatory work as agreed with us.  In particular, amendments to designs will be chargeable if measurements differ from those originally specified.   

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

You have a legal right to change your mind and in some cases extra rights under any relevant manufacturer’s warranty or guarantee.

Your legal right to change your mind. For most of our products bought online, 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.

Manufacturer’s warranty or guarantee.  In some cases, the product’s manufacturer will provide you with a warranty or guarantee in respect of the products.  This will be detailed Any claims under these warranties or guarantees should be made directly to the manufacturer and are not our responsibility. 

This goodwill guarantee does not affect your legal rights if there is something wrong with your product (for more on those rights see You have rights if there is something wrong with your product). 

Your legal rights	How our goodwill guarantee is more generous
14 days to change your mind, online sales only.	[NUMBER] days to change your mind, online sales only.

When you can’t change your mind. You can’t change your mind about an order for:

• services, once these have been completed;
• products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
• goods that are made to your specifications or are clearly
• 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 you must let us know no later than [14 OR [NUMBER IN EXCESS OF 14]] days after:

• the day we deliver your product, if it is goods. If a single item of goods is split into several deliveries over different days, the period runs from the day after the last delivery.
• the day we confirm we have accepted your order, if it is for a service.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team

You have to return the product at your own cost. If your product is goods, for example, a bath, you have to return it (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. You can:

• bring the product to one of our stores (find the one nearest to you [at: [LINK TO OR WEBSITE LIST OF STORES OR by contacting our Customer Service Team: [LINK TO OR WEBSITE ADDRESS FOR CUSTOMER SERVICE TEAM PAGE OR TELEPHONE NUMBER FOR TEAM]). You will need your email receipt and the card you paid with.

send the product back to us, using an established delivery service. 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 don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price. All returns need to be in saleable condition, unused and in their original packaging.  For help with returns, including our collection arrangements for goods which can’t be posted, see our Returns Process: [LINK TO OR WEBSITE ADDRESS FOR PAGE WITH RETURNS PROCESS] [as set out on page [ ] of our brochure] [or contact our Customer Service Team: [LINK TO OR WEBSITE ADDRESS FOR CUSTOMER SERVICE TEAM PAGE OR TELEPHONE NUMBER FOR TEAM].

You have to pay for services you received before you change your mind. If you bought a service we don’t refund you for the time you were receiving it before you told us you’d changed your mind.

If you handle the product in a way which would not be acceptable in-store, we 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 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: [LINK TO OR WEBSITE ADDRESS FOR CUSTOMER SERVICE TEAM PAGE OR TELEPHONE NUMBER FOR TEAM] can advise you on whether we’re likely to reduce your refund.]  We will charge you a delivery fee for items sent back to you which were returned due to their condition.

When and how we refund you. If your product is a service or goods that haven’t been delivered or that we’re collecting from you, we refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. If your product is goods that you’re sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you’ve sent them to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.

You can end an on-going contract (find out how)

We tell you when and how you can end an on-going contract with us (for example, for regular services) during the order process and we confirm this information to you in writing after we’ve accepted your order. If you have any questions, please contact our Customer Service Team: [LINK TO OR WEBSITE ADDRESS FOR CUSTOMER SERVICE TEAM PAGE OR TELEPHONE NUMBER FOR TEAM].

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must : [LINK TO OR WEBSITE ADDRESS FOR CUSTOMER SERVICE TEAM PAGE OR TELEPHONE NUMBER FOR TEAM]. 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 imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.

Summary of your key legal rights If your product is goods, for example a bath, 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 can’t be repaired or replaced, then you’re 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’s not carried out with reasonable care and skill, or get some money back if we can’t fix it. ·      If a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable. If a time hasn’t been agreed upfront, it must be carried out within a reasonable time.

We can change products and these terms

Changes we can always make. We can always change a product:

• to reflect changes in relevant laws and regulatory requirements; and
• to make minor technical adjustments and improvements. These are changes that don’t materially affect your use of the product.

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product. We do this to:

• deal with technical problems or make minor technical changes;
• update the product to reflect changes in relevant laws and regulatory requirements; or
• make changes to the product (see We can change products and these terms).

We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an emergency. If we suspend the can contact our Customer Service Team: [LINK TO OR WEBSITE ADDRESS FOR CUSTOMER SERVICE TEAM PAGE OR TELEPHONE NUMBER FOR TEAM] to end the contract and we’ll refund any sums you’ve paid in advance for products you won’t receive.

We can withdraw products

We can stop providing a product. We let you know at least [PERIOD] in advance and we refund any sums you’ve paid in advance for products which won’t be provided.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:

• you don’t make any payment to us when it’s due and you still don’t make payment days of our reminding you that payment is due;
• you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example,
• you don’t, within a reasonable time, either allow us to deliver the product to you or collect it from us; or

 

We don’t compensate you for all losses caused by us or our products

We’re 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. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control.
• Something you could have avoided by taking reasonable action.
• A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

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 our Privacy Notice: [LINK TO PRIVACY NOTICE OR WEBSITE ADDRESS FOR PRIVACY NOTICE OR INFORMATION ABOUT WHERE TO ACCESS IT (FOR EXAMPLE, IN A BROCHURE)].

You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team: [LINK TO OR WEBSITE ADDRESS FOR CUSTOMER SERVICE TEAM PAGE OR TELEPHONE NUMBER FOR TEAM] 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. You can submit a complaint to [your local Trading Standards office. If you’re not satisfied with the outcome you can still go to court.

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’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract. If you’re unhappy with the transfer you can contact our Customer Service Team: [LINK TO OR WEBSITE ADDRESS FOR CUSTOMER SERVICE TEAM PAGE OR TELEPHONE NUMBER FOR TEAM] to end the contract within [PERIOD] of us telling you about it and we will refund you any payments you’ve made in advance for products not provided.

You can only transfer your contract with us to someone else if we agree to this.

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’re not allowed to, but that doesn’t mean we can’t do it later.