Terms & Conditions

These terms of sale (“Terms of Sale”) set out the terms and conditions on which we supply any of the products (“Product” or “Products”) listed on our website www.onlinehomeimprovements.co.uk (“our site”) to you.

Please read these Terms of Sale carefully before ordering any Products from our site. These Terms of Sale tell you who we are, how we will provide Products to you, how you and we may end the contract, what to do if there is a problem and other important information. If you do not agree to these Terms of Sale you should not order any Product through our site.

GENERAL TERMS OF SALE & INFORMATION ABOUT US

www.onlinehomeimprovements.co.uk is a website operated by Online Home Improvements Limited (“we”, “our”, “us”). We are registered in the UK under company number 12126204.

ORDERING PRODUCTS

You can place orders for Products with us by following the process outlined on our website. You acknowledge that by placing an order with us you will be under an obligation to pay for the Products in that order if we accept your order.

Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order carefully at each stage of the order process.

All orders are subject to acceptance by us and our sellers. We will send you a confirmation e-mail after receiving your order and this will constitute acceptance by us. The contract between you and us will only be made when we send you this email. If not received, please check your SPAM email folder for this email. We will charge your chosen payment method after we accept your order. We will contact you again when your order shipping has been arranged.

It is the customers responsibility to carefully check that the item suits their requirements. If you are unsure if the product meets your specifications and/or needs, then you have the ability to contact our Customer Service Team. Who will endeavour to provide any additional information regarding the product to you in order for you to make an informed choice at the point of purchase.

Unfortunately we can’t stop an order once shipping has been arranged by us or our sellers. If you change your mind about your order after this point you can reject the delivery or we can arrange for the return the Products to us in accordance with the returns policy. And may be subject to administration fees, transaction fees and courier charges if applicable.

Before ordering from us, it is your responsibility to carefully check and determine your full ability to receive the Products ordered and that the item meets any requirements you may have i.e. size, colour, material, usage, etc. This includes ensuring that the Products ordered will pass freely into your room of choice, they fit in that room, can be transported through the door of your flat or room, stairs and doorways, and there are no other issues that could make delivery more complicated or impossible. For example, for flat or apartment properties, we only deliver to the ground floor. We do not offer a delivery into your property or offer an assembly service at this time.

You must keep your contact details that we hold for you up-to-date. So that we can contact you regarding your order or delivery for example.

AVAILABILITY

All orders for Products are subject to the availability of those Products and the materials for making the Products. We will inform you as soon as possible after receiving your order if, for any reason, the Products you have ordered are not available or are subject to any delay.

If we are unable to supply you with a Product, for example, because the supplier is out of stock or because of an error in the price (see associated descriptions of agreement below) we will inform you of this by email and we will not process your order. If you have already paid for the Product and do not wish to wait until we can fulfil it, we will refund you within 14 days.

BACK ORDER & PRE-ORDER ITEMS

These are usually items that are made to order. And therefore have a longer wait before shipping. If you have ordered a back order or preorder item, we will disclose this at check out and/or on the product page and your order confirmation. This is a delivery estimate only and we will inform you by email if this date changes.

IMAGES AND SIZING OF PRODUCTS

The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer, telephone, tablet, etc will display the colours accurately or reflect the colour of the Products. The Products that are delivered to you may vary slightly from those images.

Although we have made every effort to be as accurate as possible, the measurements indicated including weights, dimensions and capacities shown on our site are approximate only.

PRICES OF PRODUCTS

The price of any Product will be as quoted on our site, except in cases of obvious error or technical error.

The price of any Product may change from time to time, but changes will not affect any order we have accepted.

The price of a Product includes VAT (where it applies) but can exclude any delivery costs, which, where applicable, will be added to the price of the Product/s and set out as part of the total amount due during the order process i.e. at check out. If you are unsure what the additional delivery cost will be, or if it is already included in the price, then contact our friendly team who will check for you. Note that some products have varying costs according to your delivery postcode and may incur supplementary charges such as a fuel surcharge, congestion charge, etc.

Due to the large number of Products on our site, it is possible that some of the Products listed on our site may be incorrectly priced, despite our reasonable efforts. We will normally verify prices as part of our order-handling procedure so that, where a Product’s correct price is less than our stated price, we will charge the lower amount when dispatching the Product to you. If the Product’s correct price is higher than the price stated on our site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you of the rejection.

We are under no obligation to provide the Product to you at the incorrect (lower) price, even after we have sent you an order acceptance.

In order to be considered for a price match, a product must be advertised at full price through a competitor. The product must be the same make, model, size and colour and come with the same conditions of sale, delivery times, and service conditions offered by Online Home Improvements Ltd at the time of purchase.

HOW TO PAY

We accept payment by Visa, Mastercard, debit card, American Express, BACs (bank) transfers, PayPal and Klarna. You will be charged for the Products, along with any applicable delivery charges, when we accept your order.

By submitting an order to us through our site, you are confirming that the payment details provided on your order are valid and correct.

DELIVERY

We offer a delivery service in accordance with the timescales shown against each Product on our site. Please note that delivery timescales are estimates. Delivery timescales can vary due to the time of year (such as bank holidays). And will vary dependent on the product, delivery postcode, etc. Contact our friendly team for delivery details on your chosen product and we can advise of estimated shipping times.

Please note that as standard we only deliver to the road side for addresses in mainland United Kingdom. We reserve the right to charge additional delivery fees if required due to extenuating circumstances. Unless otherwise stated we do not deliver into your home and accept no liability once your order is taken at your chosen delivery address. Our couriers are instructed (unless otherwise and expressly stated) NOT to help move your order once it’s been delivered and onlinehomeimprovements.co.uk or on behalf of Online Home Improvements Ltd accepts no liability if you engage with a private agreement between you and a courier to do so.

We will dispatch your Products in accordance with the estimated timeframes specified. Simply contact us if you would like to find out more about our dispatch and delivery process and how long after dispatch you should expect the Products to be delivered. Although we will make every reasonable effort to ensure your Products are dispatched and delivered within the estimated timescales, unfortunately we cannot guarantee that they will not be affected by unforeseen issues affecting the manufacturer or supplier of the Product or our delivery partners. If we are unable to meet the estimated dispatch or delivery date, we will contact you with a revised estimated date.

Your delivery will be completed when we deliver the Products to the delivery address you provided to us at the point of purchase. If no one is available at your address to take delivery, our delivery partner we will leave you a card or contact you directly with information about how to rearrange delivery. If you have not accepted delivery after two attempts by us or our couriers or seller partners, your Products will be returned to our warehouse and you will incur an additional delivery charge to have your Products redelivered.

WHERE’S MY STUFF?

Check the tracking link that you may have been provided. Or simply contact our Customer Support Team who can check on the progress of your order. Do this by emailing us at customerservice@onlinehomeimprovements.co.uk. Or via our online chat service (9am-5pm).

For any order of a mirror from any of our suppliers, which is delivered by a specialist courier, a current mobile and email address must be provided in order for the Courier to arrange delivery with you. In the case that delivery cannot be made on the pre-arranged date, a redelivery fee will be charged. Redelivery fees start at £62.00 + VAT per mirror plus a 7% of delivery cost fee for fuel surcharges as set by the courier.

RISK AND OWNERSHIP

Ownership of the Products will pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges.

The Products will be your responsibility from the time that you (or a third party other than the courier and indicated by you) take physical possession of the Products at the roadside unless otherwise stated. It is the customers responsibility to carefully check the item/s received within 7 days of receipt in order to comply with our returns, complaints and refund policies.

MISSING PARTS – It is the customer’s responsibility to carefully check the item upon receipt. Issues must be reported to customerservice@onlinehomeimprovements.co.uk within 14 days of receipt. Missing parts can ONLY be requested within 30 days of receipt.

CANCELLATION, RETURNS AND REFUND POLICY

We hope you will be pleased with everything you have bought from us but if you are unhappy with your Products, you can return them to us either in accordance with the terms set out below or as otherwise in accordance with your legal rights.

We sell a huge range of products from wooden ducks to luxury hot tubs. And therefore, detailed policies may differ from product to product. If you would like a product specific Returns Policy for the item that you are interested in, then email us at customerservice@onlinehomeimprovements.co.uk and we will be happy to help.

Incorrectly ordered items or cancelled orders cannot be returned. Some of our products are only available for return and refund in the event of damage, not for “change of mind” reasons (please check with our Team if required before purchase).
Goods that have to be exchanged must be retained in exactly the same condition as they were acquired. These goods must show no evidence of assembly and must be securely sealed in their full original packaging only.
Customers must open packaging in a manner that can easily be put back together and that all items are checked before assembling. Goods that show any sign of assembly cannot be returned. Items that are returned incomplete will not be credited and this includes fittings, knobs, etc.
Assembled goods cannot be returned.
In the event where returned goods cannot be credited these items have to be collected by the customer within 7 days. After this period the item will be disposed of and will incur a disposal charge of £50.
If these items have to be returned to the customer this will incur a minimum handling charge of £70.
Customers are reminded that damage caused by assembly or misuse will not be credited and will incur disposal charges where applicable. It is not acceptable that these items are returned for credit and it is the Online Home Improvements policy to distinguish between manufacture fault and damage caused by assembly or misuse.
Goods risk and responsibility will move to the customer as soon as the goods are unloaded off our/courier vehicles.
Prior notice must be given for goods that are to be returned to us and ensure that all above conditions are met and also the original invoice must be made available. Customers are reminded that is their responsibility to carefully check the goods received and report any damage, complaint or concern with their item/s to our Customer Service Team within 7 days of receipt.
Returned goods can only be accepted by our couriers if prior authorised by our Management Team. Courier drivers will only collect items which have not been assembled, securely sealed in their original packing, in perfect condition and on receipt of an authorised returns form if applicable. If goods are to be returned to our drivers, a detailed description for reason of return together with the order name and number must be reported at booking in stage.
Where applicable spare parts may be couriered to rectify problems – this may incur a charge. Online Home Improvements Ltd will not be responsible for any losses incurred in the delivery of wrong or faulty goods.
Online Home Improvements Ltd will not be liable for any losses incurred, howsoever caused, further to a cancelled order, change of mind, refund, etc.

RIGHT TO CANCEL

You have a legal right to change your mind and cancel the contract between you and us within 14 days of delivery of your Product/s without giving a reason. This right, under the Consumer Contracts (Information, Cancellation and Charges) Regulations 2013, is explained in more detail in this documentation. Please note that the right to change your mind does not apply to any bespoke, made to order, handcrafted, personalised, etc products you purchase from us (i.e, products that we create to your specification or are clearly personalised or handcrafted/handmade), made to order, or products which are special order, back order/pre-order or handcrafted/handmade items.

The cancellation period will expire 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the product/s. Where you order multiple products in one order or a product is delivered in separate parts, lots or pieces, the cancellation period will expire 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last product, part, lot or piece that makes up your order.

To exercise the right to cancel, you must inform us of your decision to cancel your contract with us by making a clear statement (e.g. a letter sent by post or email). The easiest way to do this is to contact our Customer Service Team.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of your right to cancel before the cancellation period has expired. Please note that administration fees, transaction fees and/or courier charges may be applicable and could be deducted from your refund.

EFFECTS OF CANCELLATION

If you cancel your contract with us, we will reimburse the payment received from you, excluding any delivery costs incurred if dispatch of your order has been arranged. We reserve the right not to reimburse you for any deductions permitted under the terms stated within these terms and conditions such as administration fees and transaction fees.

We will make the reimbursement without undue delay, and not later than: (a) 14 days after the day we receive back from you any Products supplied, or (b) (if earlier) 14 days after the day you provide evidence that you have returned the Products, or (c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement ONLY using the same method of payment as you used for the initial transaction. Funds will be returned to your payment method account within 5 working days.

We may withhold reimbursement until we have received the products back and have been quality checked by our team or suppliers, and have been approved for quality standards.

We may make a deduction from the reimbursement for loss in value of any products ordered, if the loss is the result of unnecessary handling by you. Such as assembly, improper packaging, etc. You are only liable for any diminished value of the products resulting from the unfair and/or unreasonable wear and tear of the product other than what is necessary to establish the nature, characteristics and functioning of the products. We may make a deduction from any reimbursement (you are entitled to from us) for such loss in value of any products we supply. This policy includes the liability held by the manufacturer of the product and as such, responsibility may fall on them.

FAULTY, DAMAGED OR MIS-DESCRIBED GOODS

If you would like to return the Product/s to us because they are faulty or mis-described, you may be eligible for a refund or replacement of the whole, or parts of, the item. In the first instance, we will endeavour to provide you with a replacement item/s or part thereof. The refund may include: the price of the Product in full; a partial refund, and any applicable delivery charges; and any reasonable costs incurred. As a consumer, you will always have legal rights in relation to Products that are faulty or not as described. Customers are reminded that is their responsibility to carefully check the item/s delivered within 7 days of receipt BEFORE ASSEMBLY. This is to ensure that the item/s has, for example, no defects, damage, is suitable for their requirements, etc and validates the returns, complaints and refund policies held by Online Home Improvements Ltd. These legal rights are not affected by the returns policy in this document data of Terms and Conditions or any of the other general Terms of Sale set out within the remit of this publicised information on behalf of Online Home Improvements Ltd.

We will refund you only through the payment method used by you to pay unless stated to you in writing at the time of the complaint.

Incorrectly ordered items or cancelled orders cannot be returned. Goods, or parts thereof, that have to be exchanged must be retained in exactly the same condition as they were acquired. These goods must show no evidence of assembly and must be in their full original packaging.
Customers must ensure that they open packaging in a manner that can easily be put back together and that all items are checked before assembling. Goods that are deemed to have been assembled, or show any sign of assembly cannot be returned. Items that are returned incomplete will not be credited and this includes fittings, knobs, etc.
Assembled goods cannot be returned.
In the event where returned goods cannot be credited these items have to be collected from the customer with prior arrangement within 14 days. After this period the item will be disposed of and will incur a disposal charge of minimum £70.
If these items have to be returned to the customer this will incur a handling charge of minimum £50.
Customers are reminded that damage caused by assembly or misuse will not be credited and will incur disposal charges where applicable. It is not acceptable that these items are returned for credit and it is the policy of Online Home Improvements Ltd to distinguish between manufacture fault and damage caused by assembly or misuse.
Goods risk and responsibility will move to the customer as soon as the goods are unloaded from our/courier vehicles.
Prior notice must be given for goods that are to be returned (within 7 days of receipt) and ensure that all above conditions are met and also the original order detail must be made available.
Returned goods can only be accepted via a courier when authorised by Online Home Improvements Management Team. Couriers will only collect items which have not been assembled, in their original packaging and on receipt of an authorised returns form if applicable. If goods are to be returned to our drivers, a detailed description for reason of return together with the order name and number must be reported at booking in stage.
Where applicable spare parts will be posted to rectify problems – this may incur a charge. Online Home Improvements Ltd will not be responsible for any losses occurred in the delivery of wrong or faulty goods.
Online Home Improvements Ltd will not be liable for any losses incurred, howsoever caused, in all aspects of day-to-day running of the business.

HOW TO RETURN THE PRODUCTS

If you change your mind and exercise your right to cancel after delivery, then you must notify us within 14 days of receipt. Some of our products are only available for return and refund in the event of damage, not for “change of mind” reasons (please check with our Team if required before purchase). And the Products must be returned to us without undue delay and in any event no later than 14 days for the date that you exercised your right to cancel and inform us of this choice. You will be responsible for the cost of returning the Products to us as outlined on our Delivery and Returns page. The method of return is ONLY by courier. We do not provide a return delivery address, delivery address labels, etc. And the return will ONLY be arranged by Online Home Improvements. Customers are not permitted to arrange their own return by their own method/s.

If you exercise your right to return the Product/s under these terms because the Products are faulty, were not delivered as described or you otherwise have a legal right to return the Products as a result of something we have done wrong after dispatch of the Products, the Products must be returned to us and quality checked. Depending on the item, this may be done by us arranging for the Product/s to be returned to us by arranging to collect the Products from your order delivery address only.

Please contact our Customer Support Team (customerservice@onlinehomeimprovements.co.uk) to discuss and arrange a return of the Product/s.

You must take care when opening packaging that the Products were delivered in and carefully re-pack the Products in the original packaging prior to the return of the Products to us.

SALES PROMOTIONS

From time to time, we may run sales promotions or offer other incentives (“Promotions”) to purchase particular Products from us.

The length of time any Promotion runs for, the conditions for qualifying for such Promotion and the Products which will be subject to such Promotion will be set out in the Sections of these Terms of Sale.

If you place an order for Products in relation to any Promotion, the Promotion-specific terms and conditions set out in above the general terms set out in these Terms will apply. To the extent of any inconsistency, the Promotion-specific terms set out here shall prevail.

COMPETITIONS

From time to time, we may run prize draws, competitions or other prize promotions (“Competitions”) on our site. By entering a competition you agree to the following:

Online Home Improvements Ltd competitions are open to residents of the United Kingdom, Channel Islands and Isle of Man aged 18 years or over, except employees of Online Home Improvements Ltd and their families.

It is a condition of entry that you must provide us with a valid email address, and this will be added to our email marketing database which can be unsubscribed from at any time. Any other conditions required will be stipulated upon entry.

Entry is restricted to one per person.

The closing date for entries will be the end of each competition will be clearly indicated.

There is no purchase necessary to enter and no cash alternative will be offered.

If the prize is an Online Home Improvements product, the company reserves the right to change the prize for an alternative product of an equivalent value.

By entering our competitions, the winner agrees to their name being shared on our social media channels.

Online Home Improvements Ltd reserves the right to re-draw the winner if the original winner cannot be contacted within 28 days of the competition closing date.

(OHI) Online Home Improvements Ltd prize draws or competitions are open to all UK residents aged 18 years or older, excluding onlinehomeimprovements.co.uk employees, their families or anyone professionally connected with the promotion.

As an entree of a specified or designated prize draw or competition, you will automatically receive one entry into the designated prize draw and draws or competitions cannot be accumulated, merged or changed from the designated prize at the time of publication unless stated by Online Home Improvements Ltd due to none availability or the prize offered. No cash equivalents can be offered unless otherwise stated.

Based on a specified and lodged prize draw and or competition, when assigning a winner, one winner will be drawn at random from all the entries received during the month and notified by email, phone or post.

There is no alternative prize or cash alternative to the prize stated.

The voucher will be added to your account in the form of an e-wallet credit and will be valid for 6 months from the date it is added.

The Promoter’s decision is final and no correspondence will be entered into.

Winners’ names and towns will be available on request.

All participants will be deemed to have accepted and be bound by these Terms and Conditions.

Winners may be requested to take part in publicity.

If you leave a review but do not wish to be entered into the prize draw connected or associated with such draw, please email us by the first day of the following month at customerservice@onlinehomeimprovements.co.uk.

DISCOUNT CODES

Only one discount code can be applied to any one order, this includes any promotional codes or offers.

When you use a discount code you warrant to us that you are the duly authorised recipient of discount code (as applicable) and that you are using it in accordance with these Terms of Sale, lawfully and in good faith. If we believe that a discount code is being used in breach of these Terms of Sale, unlawfully or in bad faith, we may reject or cancel the discount code (as applicable).

If you have any difficulty redeeming your gift voucher or discount code or have any questions then please contact us for further assistance.

Unless explicitly stated, no discount code may be used on any sale item.

YOUR INFORMATION

We process information about you in accordance with our Privacy Policy and the privacy guidelines set out by Government.

OUR LIABILITY TO YOU

We are under a legal duty to supply Products that are in conformity with our contract with you.

Our Products are designed for residential and commercial use unless stated in the terms of use within the product specifics as set out by the manufacturer, however we will have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.

If we fail to comply with a contract between you and us, we will be responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms of Sale or our negligence, but we will not be responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if the loss or damage was an obvious consequence of our breach or if the loss or damage was contemplated by you and us at the time we had entered into the contract.

The maximum loss or damage we will be responsible for is limited to the price you have paid us for the Product/s to which the loss or damage you suffer relates and as stated in this detailed summary of our Terms and Conditions.

We do not in any way exclude or limit our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) any liability imposed under the Consumer Rights Act 2015 that is not permitted to be excluded or restricted under section 31 of the Consumer Rights Act 2015; and (d) defective products under the Consumer Protection Act 1987.

This does not affect your statutory rights. Advice about your statutory rights is available from your local Citizens’ Advice Bureau or Trading Standards office.

EVENTS OUTSIDE OUR CONTROL

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by events outside our reasonable control including acts of god, fire, flood, severe weather, explosions, war (whether declared or not), acts of terrorism or acts of local or central Government or of any other competent authorities provided that: (a) we will take reasonable steps to prevent or minimise the failure or delay; (b) in the event of failure to perform, we will refund you all amounts paid under the affected contract; and (c) in the event of substantial delay, you may cancel your order by notifying us and we will refund you all amounts paid under the affected contract.

RESOLVING DISPUTES

If you have a dispute with us relating to our contract with you, in the first instance please contact us at customerservice@onlinehomeimprovements.co.uk and attempt to resolve the dispute with us informally.

In the unlikely event that we are not able to resolve the dispute informally, please note that the EU operates an online dispute resolution platform for EU consumers to submit disputes arising from online purchases, which can be accessed at http://ec.europa.eu/odr . You will also always have the option of resolving the dispute using court action.

EACH OF THESE TERMS OPERATES INDEPENDENTLY

Each of the provisions of these Terms of Sale operates separately. If any court or any other relevant authority decides that any of these paragraphs are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

UPDATING THESE TERMS OF SALE

We may modify or update these Terms of Sale from time to time for reasons including: (a) changes in how our business operates; (b) changes in the legal or regulatory requirements that we must comply with; or (c) changes in how we accept payment from you. However, any order of Products by you will be governed by the terms and conditions available on our site at the time you place the order.

RIGHTS OF THIRD PARTIES

Any Contract made between you and us is only made between you and us. No third party will have any rights to enforce any of its terms.

TRANSFER OF OUR RIGHTS

We may transfer our rights and obligations under our contract with you to another organisation, and we will do our best to notify you in writing if this happens, but this will not affect your rights or our obligations under the contract. We will use reasonable endeavours to tell you in writing in this happens.

LAW AND JURISDICTION

These Terms of Sale are governed by English law. This means that a contract for the purchase of Products made through our site and any dispute or claim arising out of or in connection with it will be governed by English law.

You can bring legal proceedings in respect of this contract in the English courts. However, if you are a resident of Scotland, you may also bring proceedings in Scotland and if you are a resident in Northern Ireland, you may also bring proceedings in Northern Ireland.

CONTACTING YOU

If we have to contact you or give you notice in writing, we will do so by e-mail, telephone or by pre-paid post to the address you provide to us in your order.

If you have any queries about these Terms of Sale, please send us an email at customerservice@onlinehomeimprovements.co.uk.

These terms of use (“Terms of Use”) tell you about the terms and conditions on which you may use our website www.onlinehomeimprovements.co.uk (“our site”).

Please read these Terms of Use carefully before you start to use our site. By using our site, you indicate that you accept these Terms of Use and that you agree to abide by them.

Terms & Conditions

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