Consumer Terms and Conditions

These terms may have changed since you last reviewed them. Changes were last made to these terms on January 23rd, 2024.

Looking to find information about us and our products? You can find everything you need to know about us and our products on our website 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.

We only accept orders when we have checked them

We contact you to confirm we have received your order, and we accept it when we dispatch the product and confirm dispatch to you.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because a credit reference we have obtained is unsatisfactory, because we can't verify your age (where the product is age-restricted), because you are located outside our delivery areas, as stated on our website or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when you order

We accept a range of payment methods across different countries and websites. The payment methods available to you in our checkout may differ based on:

(a) Which country you are browsing in
(b) Which website domain you are browsing

Klarna Terms & Conditions:
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer our UK customers paying in GBP the following payment options. Payment is to be made to Klarna:

(a) Pay Later (in 30 days)
(b) Pay In 3 (Slice It)

Klarna Information Sharing
In order to be able to offer you Klarna’s payment options, we will pass to Klarna certain aspects of your personal information, such as contact and order details, in order for Klarna to assess whether you qualify for their payment options and to tailor the payment options for you. Please spend responsibly. Borrowing more than you can afford could seriously affect your financial status. Make sure you can afford your monthly repayments on time.

Klarna Additional Information
General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna’s privacy statement.

We charge interest on late payments

If we're 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. This interest 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 pay us the interest together with any overdue amount.

We pass on some 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 of 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 but not received, less reasonable costs we have already incurred.

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. Although we have made every effort to be as accurate as possible, all sizes, weights, capacities, dimensions and measurements indicated on our site have up to a 5% tolerance unless otherwise specifically stated on the site.

You're responsible for making sure your measurements are accurate

If we are 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 or contact us.

We charge you if you don't give us the information we need to do preparatory work as agreed with us

We charge you additional sums if you don't give us information we have 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 or reschedule installation or other services.

You have a legal right to change your mind, plus extra rights under our guarantee

Your legal right to change your mind

For most of our products, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including standard delivery costs. This is subject to some conditions, as set out below.

When you can't change your mind

You can't change your mind about an order for:

(a) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;

(b) goods that are made to your specifications or are clearly personalised; and

The deadline for changing your mind

If you change your mind about a product, you must let us know no later than 14 days after the day we deliver it. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

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

You have to return your product (and any free gifts provided with it) to us within 14 days of you telling us you have changed your mind. Returns are at your own cost unless we offered free returns when you bought the product. You can:

(a) bring the product to our premises at Bryn Lane, Wrexham LL13 9UT. You will need your email receipt and the card you paid with;

(b) 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. For help with returns, get in touch.

We only refund standard delivery costs

We don't refund any extra you have paid for express delivery or delivery at a particular time.

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

If you handle the product in a way that 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 can advise you on whether we are likely to reduce your refund.

When and how we refund you

If you tell us you've changed your mind about a product that hasn't been delivered or one that we are collecting from you, we refund you as soon as possible and within 14 days. If you're sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

You have rights if there is something wrong with your product

If you receive the wrong product or you think there is something wrong with your product, you must get in touch and we would ask that you do so as soon as possible. We may ask you to return the incorrect or faulty product to us and will provide you with a pre-paid returns label. 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. Remember too that you have several options for resolving disputes with us.

We can change products and these terms

Changes we can always make

We can always change a product:

(a) to reflect changes in relevant laws and regulatory requirements;
(b) to make minor technical adjustments and improvements. These are changes that don't affect your use of the product.

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

If we propose making any other changes to a product or these terms, we'll notify you, and you can then contact us to end the contract before the change takes effect and receive a refund for any products you've paid for but not received.

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

Why we do this

We do this to:

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

What we do when we suspend supply

We will contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend the product, we adjust the price so you don't pay for it while it's suspended. If we suspend supply, or tell you we're going to suspend supply, for more than 3 months, you can contact us 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 will let you know and 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 if:

(a) you don't make any payment to us when it's due, and you still don't make payment within 14 days of our reminding you that payment is due;

(b) 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; or

We don't compensate you for any losses caused by us or our products

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

(a) 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).

(b) Caused by a delaying event outside our control. We're not responsible for delays outside our control.

(c) Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

(d) A business loss. Our liability for any loss you suffer in connection with your trade, business, craft, or profession is limited, as described in the "Business to Business Terms and Conditions".

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.

You have several options for resolving disputes with us

Our complaints policy
Our Customer Service Team will do their best to resolve any problems you have with us or our products.

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 Retail ADR through their website at Retail Complaints | Shop Disputes Online and In-Store | RetailADR. Retail ADR does not charge you for making a complaint, and 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

Transfer of 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.

Your Ability to Transfer
You can only transfer your contract with us to someone else if we agree to this. We may not agree in certain circumstances. However, you can transfer our guarantee (as explained in Our goodwill guarantee) to a new owner of the product. We can require the new owner to prove you transferred the product to them.

Rights Under the Contract
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.

Validity of the Contract
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.

Enforcement Delay
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.