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Terms and Conditions
1. About Us
Mo’s StoneX is a Limited company trading under the name of Mo’s Designs LTD, which is registered in England and Wales. Our company registration number is 12347986 and our registered office is Unit 5, 10 Beechen Grove, Watford, England, WD17 2AD.
Mo’s StoneX does not supply, sell, quarry or manufacture stone slabs as a standalone product. We cut, shape, finish and install stone to the customer’s specification.
The material is supplied to us. It is then fabricated and installed by us.
2. Contacting Us
You can contact us by telephoning 01923 223 859, emailing info@mosstonex.co.uk, or writing to:
Mo’s StoneX
Unit 5, 10 Beechen Grove,
Watford, WD17 2AD
If we need to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided in your quotation or order.
3. Definitions
“Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
4. Scope of These Terms
Please read these terms carefully before you place your order. They explain who we are, how we will provide the Products, how you and we may change or end the contract, what to do if there is a problem, and other important information.
These terms apply to Products purchased from us online, in-store, by telephone, by email, through social media, at events, or through any other sales channel operated by us.
5. Entire Agreement
These terms form the entire agreement between you and Mo’s StoneX for the sale and supply of products.
By placing an order, whether by quotation, invoice, website, email, telephone, in person or otherwise, you agree to be legally bound by these terms.
No variation to these terms will be valid unless agreed in writing by us.
6. Consumer and Business Customers
We primarily supply products for domestic and private use.
If you purchase products wholly or mainly for your personal use, you are a consumer.
If you purchase products for business, trade, commercial, interior design, resale or project purposes, you are a business customer.
Some rights in these terms apply only to consumers.
7. Product Descriptions, Natural Variation and Samples
Our products include made-to-measure worktops and include fabrication, templating, installation services, and related items such as sinks, taps, sockets, appliances, splashbacks, upstands, wall cladding, and dining tables.
Your worktop is designed based on your chosen material, edge profile, thickness, cut-outs, and other options, as well as confirmed dimensions.
7.1 Products and Services
We are experts at manufacturing, supplying, templating, and installing luxury kitchen worktops. We provide fabrication and installation services personalised to your order.
7.2 Material / Slab
The stone, quartz, sintered or other surface, whether from About Stones, another supplier, or the customer.
7.3 Colour, Tone and Pattern
Because our products are made to order and may use natural or engineered materials, images and samples are illustrative only.
Colour, tone, pattern, veining, and texture may vary, and minor dimensional tolerances can occur.
7.4 Samples and Displays
Natural markings, veining, fissures, and shade variation are inherent characteristics.
We cannot guarantee an exact colour match to any sample, display, or online image.
7.5 Surface Finishes and Fabrication Finishes
Due to differences in manufacturing processes, surface patterns, veining and decorative effects may not continue through the full thickness of the material.
Exposed edges, drainer grooves, cut-outs and other fabricated features may reveal the underlying body colour or structure, which may differ from the surface appearance.
7.6 Veining
Where veining is present, it may not align seamlessly across separate pieces and will highlight joins.
We cannot control its position on the slab. We will use our expertise to achieve the best overall appearance.
A specific vein layout, book-match or mirror-match is not guaranteed unless expressly agreed in writing in advance.
A full vein, book or feature matching will need extra planning and material, which increases wastage and may lead to an increased price and lead time. We will only do this where agreed and quoted.
7.7 Material Properties
Engineered stone is not completely scratch-resistant, stain-resistant, or heat-resistant.
Damage caused by scratches, staining, impact, or heat exposure is not considered a manufacturing fault, except where required by law.
7.8 Underside Finish
The underside of engineered stone is supplied with a smooth factory finish and is not polished to the same standard or sheen as the top surface.
7.9 Mirror Particles and Resin Fills
Some colours include mirror particles for a sparkle effect. These are randomly distributed and may not face the surface.
Minor inclusions and resin fills within industry tolerances are not considered faults.
7.10 Fabrication
Fabrication is cut, shaped, edged, polished, prepared and finished in accordance with the consumer’s specification.
7.11 Overhang and Support
Large overhangs and waterfall panels may require support and may have a different underside finish.
Any requirements will be confirmed during templating.
7.12 Weight and Accessibility
Some products are very heavy or fragile.
You are responsible for checking that the product is suitable for your property, intended location, access route and floor surface.
Final piece sizes depend on access and unit support.
7.13 Templating
In order to produce the template, we need to undertake a measuring process on site to ensure the measurements are correct for installation.
7.14 Installation
Installation means fitting the fabricated product on site.
We deliver to install. We do not deliver our products for anyone else to install.
7.15 Hob and Sink Rails
To maintain strength around a hob or sink cut-out, a minimum material width of 60mm is required.
7.16 Splashback and Wall Joints
Splashbacks, wall cladding, and hob walls may require joints for slab size, handling, or installation reasons.
Joint positions are determined in line with best practice for safety, structural integrity, and overall appearance.
Veining may not align across separate pieces.
7.17 Sign Off
Sign off is completed by written approval on the relevant form handed to the consumer after installation.
8. Orders and Contract Formation
For online orders, our acceptance of your order takes place when we send you an order confirmation or dispatch confirmation, at which point a contract comes into existence.
For made-to-order, bespoke or personalised products, our acceptance takes place when we confirm the order in writing and receive any required deposit or payment.
If we are unable to accept your order, we will inform you and will not charge you for the products you have ordered. This may be because the required materials are unavailable, due to unexpected limits on resources needed to fulfil your order, because we have identified an error in the price or description of the products, because we cannot meet a delivery deadline you have specified, or for other reasonable reasons.
Orders are binding once accepted by us in accordance with these terms and, where applicable, once payment or any required deposit has been received.
You are responsible for checking all quotation, invoice, order and specification details before confirming your order, including product type, material, finish, quantity, measurements, delivery details and access requirements.
You are responsible for ensuring that the products are suitable for your intended use, project, location, substrate, installation method and environment, unless we have expressly confirmed suitability in writing.
We accept no liability for incorrect measurements, quantities, specifications or information supplied by you or by anyone acting on your behalf, except where we are legally responsible, unless the law requires otherwise.
9. In-Store Purchases
If you purchase a product in-store, you do not usually have a legal right to cancel or return it simply because you have changed your mind, unless we offer a discretionary returns policy or the product is faulty, misdescribed or otherwise does not meet your legal rights.
Any discretionary in-store returns policy will be stated in-store, on your receipt or on our website. This does not affect your statutory rights.
10. Prices, Deposits and Payment
Prices are as shown on our website, in-store, in our quotation or in your order confirmation.
Delivery charges, taxes, customs duties and other charges may be stated separately.
After ordering, a £300 deposit is required.
Because products are cut to order, fabrication will not begin until the required payment is received.
Full/final payment is due after template.
We may charge reasonable additional costs and expenses if you request changes to the order, scope, specification or timing, if additional work is required because of information supplied by you, or if delays are caused by you, your contractors, advisers, suppliers or other third parties.
11. Materials and Suppliers
Our sister company About Stones is one of our main stone material suppliers.
However, where a particular material is not available from About Stones, or another supplier may suit the project better, we will use a third-party stone supplier.
About Stones Ranges
Elora: A mineral surface range. Important: this is not quartz. It is a man-made mineral surface containing zero 0% silica. It is non-porous and low-maintenance.
Sinterra: Sintered stone, ultra-compact range. Mineral particles fired under heat and pressure. Very hard-wearing, with high heat, scratch, stain and UV resistance. Suitable for demanding indoor and often outdoor use.
Terra: Natural stone range, such as marble, granite and quartzite. Quarried, so each slab is unique. Natural veining, movement, fissures, pitting and shade variation may occur. Some materials are porous and need sealing.
Third-Party Stone Suppliers
Manufacturer characteristics, tolerances, availability, batch variation and any manufacturer warranties are theirs, not ours.
Our responsibility is the fabrication and installation.
Customer-Supplied Material
If the customer supplies their own material or sources it themselves, we inspect it on receipt but are not responsible for its quality, suitability or fitness for purpose.
The cost of replacement and extra work falls on the customer, subject to statutory rights.
12. Templating
Following receipt of the deposit, we will confirm your template appointment in writing.
Appointment dates are subject to availability and may need to be rescheduled due to factors outside of our control.
The customer, or an authorised representative with full decision-making authority, must be present during the templating appointment.
It is the customer’s responsibility to confirm all details relating to the worktop design during the templating appointment.
All edging profiles, upstands, splashbacks, drainer grooves, sink and hob positions, overhangs, joint locations, and any other design requirements must be confirmed at the time of templating.
It is also the customer’s responsibility to ensure that the kitchen is ready to template. This means that the base units must be fully fitted, level and secured in final positions.
You must notify us prior to the site visit of any sinks, hobs or appliances affecting cut-outs on site.
Final sink and tap models must also be confirmed in advance prior to the site visit.
Where a butler or Belfast sink is being installed, it must be fully fitted and secured in its final position before we attend to template.
If the position has not been fixed or is moved after templating, a re-template will be required and charged at £150 + VAT.
You must inform us of your final sink and tap models before the template appointment. Failure to do so may result in delays or additional costs.
If you need to change the date, please notify us as soon as possible and at least 2 working days before the appointment. Otherwise, a rebooking fee of £180 may apply.
After templating, you must check final order details carefully. Minor adjustments may be possible with approval.
Major changes, such as changing design options or edge profiles, may require a re-template at £300.
Any changes made to cabinets, walls, floors, appliances, sinks, or site conditions after templating may require a re-template and additional charges.
Any special requests, bespoke requirements, or non-standard details must be clearly communicated to the templating technician and confirmed in writing by email to our office.
Any changes requested after the templating appointment must be confirmed by email. Verbal requests alone will not be accepted.
Where special requirements or changes are not confirmed in writing, Mo’s StoneX reserves the right to manufacture the worktops in accordance with the quotation, template information recorded by our technician, and our standard specifications.
If the template must be aborted because the kitchen is not ready, an aborted visit fee of £180 will be charged.
We do not recommend or advise on appliance selection. It is your responsibility to ensure sinks, hobs, taps and other appliances are compatible with the chosen worktop and installation requirements.
13. Stock Availability and Lead Times
All orders are subject to availability.
If a product becomes unavailable after an order has been placed, we will notify you as soon as reasonably practicable and discuss the available options, which may include an alternative product, a revised lead time, or cancellation of the order.
Any lead times or delivery dates provided during the ordering process are estimates only, unless we expressly agree otherwise in writing.
We will use reasonable efforts to dispatch or make the products available within the estimated lead time, but we will not be responsible for losses, costs or damages arising from reasonable delays.
14. Changes to Orders
We reserve the right to accept or reject any request to change or cancel an order.
If you wish to amend an order, you must notify us in writing as soon as possible at info@mosstonex.co.uk.
However, we may not be able to guarantee the change to the order depending on the stage in the process.
15. Online Cancellation Rights and Returns
As our products are personalised and made to order, we are unable to offer refunds where a customer changes their mind.
Once the order process has begun, costs and resources are incurred before fabrication and final sign-off, and these cannot usually be recovered, subject to your statutory rights.
Under the Consumer Rights Act 2015, if a product is faulty, not as described, or unfit for purpose, consumers are entitled to a full refund, repair, or replacement.
Products should be returned in suitable protective packaging and in a condition that allows us to resell them, subject to your right to inspect them.
We may reduce your refund if the product has been handled beyond what is necessary to inspect it, except where the law does not allow us to do so.
Cancelling Before Template
If you cancel at least 7 days before the template appointment, we will refund your deposit in full.
Cancelling After Template
If you cancel after templating but before confirming the order for manufacture, the £300 deposit will be retained to cover the reasonable costs of templating.
Cancelling After Fabrication Is Committed
If you cancel after you have confirmed the order for manufacture, you will remain liable for our reasonable losses, costs and expenses arising from the cancellation, including committed material costs, fabrication costs, supplier charges, labour and administrative costs.
In some cases, this may amount to the full contract price where the products cannot reasonably be resold due to materials being ordered and labour and resources being allocated, except where cancellation rights apply under applicable consumer law.
Nothing in this section affects your statutory rights, including under the Consumer Rights Act 2015.
16. Faulty, Damaged or Misdescribed Products
If your product is faulty, damaged on arrival, misdescribed, or does not meet your legal rights, please contact us as soon as reasonably possible with your order number, a description of the issue and photographs where relevant.
We will assess the issue and, where required by law, offer an appropriate remedy, which may include repair, replacement, re-performance of services, price reduction or refund.
Natural variation, minor handmade differences, normal wear and tear, damage caused by misuse, unsuitable cleaning, impact, heat, staining substances, outdoor exposure where the product is not suitable for outdoor use, or failure to follow care instructions will not usually be treated as faults.
17. Delivery and Installation
For the purposes of delivery, handling, inspection and acceptance of products, “customer” also includes any representative acting on your behalf, including any contractor, installer, agent or nominee.
Please note that we deliver and install. We do not and will not deliver loose goods.
You are responsible for any such third party, and any action taken by them, including accepting delivery or inspecting products, will be treated as action taken by you.
Delivery options and charges will be shown at checkout, stated on the relevant product page, or confirmed in your order confirmation.
Delivery dates are estimates unless we expressly agree otherwise in writing.
Delivery Costs
Where delivery and installation are included, the costs are included in your total price.
Following templating, we will contact you to arrange a delivery date.
Delivery Dates
Dates are estimates only and subject to availability.
If we need to change a date due to personnel availability or factors beyond our reasonable control, we will contact you to agree a new date.
Your Responsibilities for Delivery and Installation
You must ensure somebody is present at the premises on the agreed date and that we can access the property.
The premises must be prepared for installation.
You must also ensure that the premises is a safe place to work and all the units are fitted level and secured.
The sinks, hobs, taps and appliances must be on site, and the electrics, plumbing and services must either be made safe or relocated prior to our arrival.
Where material is large, heavy or fragile, it is also the customer’s responsibility to ensure that there is safe access to the property, such as parking and unloading.
All electrical sockets, switches and services must be made safe or relocated prior to installation.
We do not carry out electrical or plumbing works.
The final connection of appliances by qualified trades is the consumer’s responsibility.
The Services
We will perform any services we agree to provide with reasonable care and skill.
Nothing in these terms limits or excludes our liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory rights, or any other liability that cannot legally be limited or excluded.
If We Cannot Deliver
If no one is available to receive delivery, we will notify you and may charge reasonable storage and additional delivery or installation costs.
If we cannot contact you or rearrange delivery despite reasonable efforts, we may end the contract.
If We Cannot Install
If we can deliver but cannot install due to a customer-related issue, we may charge reasonable additional costs incurred, including abortive visit and extra installation costs.
If we cannot arrange an additional date for delivery and installation, then we reserve the right to end the contract.
Other Trades
Do not arrange other trades based solely on estimated dates.
We cannot cover costs for cancelled visits from other trades due to delays.
18. Sink Installation
Mo’s StoneX will install and secure undermount sinks to the underside of the worktop using appropriate adhesives and sealants.
Mo’s StoneX does not carry out any plumbing, pipework, waste connections, tap installation, or water connections.
Sink cabinets and surrounding units must be suitable for the chosen sink and worktop before installation.
Any cabinet modifications required to accommodate the sink must be completed before our installation team arrives.
Mo’s StoneX does not carry out carpentry, joinery, or cabinet alteration works.
If cabinetry alterations are required to allow the sink to be fitted, Mo’s StoneX reserves the right to refuse installation of the sink.
Where a return visit is required to fit the sink due to unsuitable or unprepared cabinetry, additional charges may apply.
19. Large, Heavy or Fragile Item Delivery
Some products are heavy, fragile or require specialist handling.
You are responsible for ensuring that the product can be delivered safely to the delivery address, including checking doorways, staircases, lifts, corridors, parking, loading areas, floor strength and room dimensions.
20. Store Collection
Collection is only permitted where we expressly agree this in writing.
Where collection is agreed, we may require a limited installation or fitting service to ensure the product is safely installed.
When collecting your order, you or your nominated representative may be required to provide:
A printed or digital copy of the “Ready for Collection” email, or the order confirmation number
Valid photographic identification, such as a passport or driving licence
The payment card used to purchase the products, if requested by store staff
We reserve the right to withhold the goods if these security and identification requirements are not met.
21. Customer Sign Off, Risk and Ownership
Risk in the product passes to you on completion of installation.
On completion, the customer or representative inspects and signs a completion/sign-off form confirming acceptable condition, subject to anything noted at the time.
Sign-off confirms acceptance of inherent characteristics, including natural variation, veining, joints, tolerances and silicone finishing within the stated standards.
This does not exclude responsibility for faults that could not reasonably be seen at installation and does not affect statutory rights.
Consumers: risk passes when goods come into the consumer’s physical possession, or someone they nominate receives them.
Business customers: risk may pass on delivery, collection, attempted delivery, or readiness notice, depending on the agreed terms.
By signing the delivery note, also known as Proof of Delivery, the customer confirms that the goods have been received in acceptable condition.
This does not affect your statutory rights, including in relation to faults or damage that could not reasonably have been identified on delivery.
We may not be able to accept responsibility for obvious visible damage, shortages or issues that should reasonably have been noted at delivery, unless the law requires otherwise.
Ownership of the product passes to you once we have received payment in full for it.
Mo’s StoneX operates a two-stage sign-off process.
Stage 1 – Material Sign-Off by Mo’s StoneX Before Fabrication
Before fabrication begins, we inspect and sign off each slab upon receipt.
If a slab is faulty, damaged, cracked, or otherwise below the required standard, we will reject it and request a replacement from the supplier.
Any replacement or alternative material may extend the estimated lead time.
We will not be responsible for delays, or any resulting losses, caused by waiting for replacement or alternative material from a supplier, subject to your statutory rights.
Stage 2 – Customer Sign-Off on Completion of Installation
Once installation is complete, the customer, or their authorised representative, must inspect the completed work and sign a completion/sign-off form confirming that the product has been received and installed in acceptable condition, subject to any issues noted on the form at the time.
Sign-off confirms acceptance of inherent material and installation characteristics within the stated standards, including natural variation, veining, joints, tolerances, and silicone finishing.
However, sign-off does not exclude our responsibility for faults that could not reasonably have been identified at the time of installation and does not affect your statutory rights.
22. Inspection and Claims
All products must be inspected at the time of delivery or collection and before cutting, fabrication, installation or use.
By signing the delivery note or proof of delivery, you or anyone accepting delivery on your behalf confirms that the products have been received in acceptable condition, except for any damage, shortage or issue clearly noted on the delivery paperwork at the time of delivery.
Any visible damage, shortage or issue must be clearly recorded on the delivery note at the time of delivery and reported to us in writing as soon as reasonably possible, with photographs where relevant.
Any concealed damage or issue should be reported to us in writing within 48 hours of delivery, supported by photographic evidence where relevant.
Claims may not be accepted where products have been cut, fabricated, installed, altered, used or handled in a way that prevents us from assessing the issue, unless the law requires otherwise.
Where a genuine fault is established, our remedies will be repair, replacement, re-performance, price reduction or refund, as required by applicable law.
Where products are supplied for installation, fitting, alteration or further processing, they must be inspected before any installation, alteration, use or processing takes place.
For consumer customers, we ask that you notify us as soon as reasonably possible, ideally within 48 hours, so we can investigate. This does not affect your statutory rights.
For business customers, visible defects, damage, shortages or discrepancies must be notified in writing within 48 hours of delivery.
For business customers only, failure to notify within that period constitutes acceptance of the products, except for latent defects that could not reasonably have been discovered on inspection.
23. Tolerances, Gaps and Joints
Walls, Units and Floors
Walls, units and floors are rarely perfectly straight, level or plumb.
Small gaps where worktop, upstand or splashback meet a wall are normal and reasonable.
Such gaps are sealed with colour-matched silicone, which is a flexible, consumable finish that may need periodic renewal. Renewal is not a fault.
Gaps between worktop and upstand, splashback and worktop, and around sinks and hobs are finished with silicone, not rigid contact.
Larger Gaps
Larger gaps may require caulk filler, which we do not do.
Caulking or filling of larger gaps must be carried out by the customer’s builder or decorator. This is not our responsibility.
Sink Support
Sink support is advised, but is not our responsibility.
We recommend appropriate sink support, for example for undermount or Belfast sinks. Providing and fitting it is the customer’s responsibility and we do not hold responsibility for it.
Scribing Tolerance
We work to reasonable industry tolerances.
A perfectly gap-free fit to an uneven wall is not achievable or promised.
Joints
Joints may be required for slab size, handling, access, certain corners, islands and safe installation.
Joint positions are decided by us in line with best practice, considering safety, structural integrity and appearance.
Joints are visible by nature and finished with colour-matched adhesive.
An invisible joint is not achievable.
Veining or pattern may not align across a joint.
Overhangs, Breakfast Bars and Waterfalls
Overhangs, breakfast bars and waterfalls may need support or substructure, which is the customer’s responsibility unless agreed otherwise.
They may also have a different underside finish.
These details will be confirmed at templating.
Minimum Material Width Around Hob or Sink
A minimum material width around hob or sink, typically 60mm, is required for strength and may affect cut-out positions.
24. Care and Maintenance
Care and maintenance instructions for our products are available on our website.
These guidelines must be followed to preserve appearance and performance.
We will not accept responsibility for damage caused by failure to follow care guidance, except where required by law.
Heat and Burns
Do not place hot pans, trays or appliances directly on the surface. Use trivets.
Thermal shock can crack stone, engineered stone or sintered surfaces.
Heat can scorch, discolour or burn the surface. Burns and heat damage are not faults.
Scratches
Do not cut directly on the surface. Use a chopping board.
No surface is scratch-proof.
Staining and Spills
Wipe spills promptly, including oils, wine, coffee, citrus and dyes.
Natural stone is more vulnerable to staining and etching.
Sealing
Porous natural stone needs periodic sealing in line with manufacturer guidance.
Chemicals and Cleaners
Use a pH-neutral cleaner suitable for the material.
Avoid abrasives, bleach, descalers, harsh or acidic chemicals.
Loading
Do not sit, stand or place excessive weight on worktops, overhangs or unsupported areas.
Silicone
Silicone is a consumable finish that may need periodic renewal.
25. Photography of Completed Work
We may photograph or video the installation after completion and use the photography or videography for our portfolio, website, social media, advertising, and other marketing.
Images are limited to the product and work area.
There will be no deliberate inclusion of people, identifying possessions, or anything identifying the customer’s personal or sensitive information.
The customer can tell us in writing prior to the installation if they do not want any images or videos to be used.
26. Our Rights to End a Contract
We may end the contract by contacting you if you do not make payment when due and still do not pay within 14 working days of our reminder, or if you do not allow us access within a reasonable time to carry out templating, delivery, or installation.
Refunds and Deductions When We End the Contract
If we end the contract, we will refund any money paid in advance for products not provided.
However, we may deduct or charge a reasonable amount to cover costs already incurred, including templating costs, failed visits, storage, production labour, materials, and other costs resulting from your breach.
Termination Following a Template
If, after templating, we reasonably conclude we are unable to supply a suitable product for installation at your premises that meets your requirements, we may cancel the contract and retain the deposit to reflect reasonable costs incurred.
27. Warranties
Our Warranties
Some products may be supplied with a manufacturer’s warranty or a product-specific warranty.
The warranty period and terms will be stated on the relevant product page, order confirmation, care guide or warranty document.
Any warranty is in addition to, and does not affect, your statutory rights.
Mo’s StoneX worktops and fabrication/installation services are covered by a 5-year installation warranty, subject to the warranty terms and care guidance.
Sinks, Taps, Appliances and Accessories
Sinks, taps, appliances, and accessories are covered by the relevant manufacturer’s warranty.
We can assist you in locating this information.
Third-Party Warranties
Some products may be supplied with a third-party or manufacturer’s warranty.
Any such warranty is provided by the relevant manufacturer or supplier and is in addition to your statutory rights.
Remedies
Where a genuine fault is established, we may repair or replace the product, re-perform services, or provide an appropriate refund, in accordance with applicable law.
Care Guidance
Care and maintenance instructions for our products are available on our website.
These guidelines must be followed to preserve appearance and performance.
We will not accept responsibility for damage caused by failure to follow care guidance, except where required by law.
28. Liability
Nothing in this section limits or excludes liability that cannot legally be limited or excluded.
Foreseeable Loss and Damage
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill.
We are not responsible for loss or damage that is not foreseeable.
We Do Not Exclude Liability Where Unlawful
Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or breach of your statutory rights.
Damage to Property
If we provide services at your property, we will make good damage caused by us while doing so.
We are not responsible for pre-existing faults or damage we discover while providing services.
Business Losses
We supply products to both consumers and business customers.
If you use products for business, commercial, trade, resale, fabrication, construction or project purposes, we will not be liable for business losses.
Stress, Distress and Inconvenience
We are not responsible for inconvenience or disruption caused by events outside our reasonable control, customer-related delays, access issues or changes to estimated delivery dates, except where we are legally responsible.
The Company shall not be liable for project delay costs, labour costs, contractor costs, removal costs, reinstallation costs, accommodation costs or similar consequential project expenses.
29. Business
If you buy products for business, trade, commercial, interior design, resale or project purposes, you are responsible for ensuring that the products are suitable for your intended use and project requirements.
Consumer cancellation rights do not apply to business customers.
We will not be liable to business customers for loss of profit, loss of business, loss of goodwill, loss of opportunity, project delay, or indirect or consequential loss.
For business customers only, and subject to the section headed Liability, our total liability will not exceed the price paid for the products giving rise to the claim.
30. Events Outside Our Control
We will not be liable or responsible for any failure or delay in performing our obligations under these terms where that failure or delay is caused by events outside our reasonable control.
This includes, but is not limited to, delays or disruption caused by acts of God, fire, flood, storm, extreme weather, war, terrorism, civil unrest, strikes or labour disputes, supply chain disruption, transport delays, shortages of materials, utility failures, epidemics, pandemics, government action, changes in law, or any other event beyond our reasonable control.
31. Complaints
If you have a complaint, please contact us using the details in section 2 with your order number, photographs where relevant and a description of the issue.
We will review your complaint and respond within a reasonable time.
32. Data Protection
We will use your personal information to process your order, deliver products, provide customer service, manage payments and comply with our legal obligations.
More information about how we use personal information is set out in our Privacy Policy.
33. Governing Law and Jurisdiction
These terms are governed by English law.
You can bring legal proceedings in the English courts.
If you reside in Scotland or Northern Ireland, you may also bring proceedings in your local courts.