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Making a purchase
We list all our prices both inclusive of VAT. Please note that all our prices are subject to change without notice, so please check prices carefully before placing your order. On rare occasions, we may accidentally list an incorrect price for a Product on our website. Where the Product’s correct price is less than the listed price, we’ll charge you the lower amount when processing your order. However, if the Product’s correct price is higher than our listed price, we’re under no obligation to provide the Product to you at the incorrect (lower) price, even after we’ve sent you an order confirmation e-mail. In this situation, at our discretion we’ll either contact you for instructions before dispatching the Product, or reject your order and notify you of this.
You must accept these Terms in full before your order can be placed. We don’t knowingly sell to children, so you must be aged 18 or over to place an order with us. Our order process lets you 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 process. Please make sure that you provide your correct phone number and email address when you place your order. When you place your order, this represents an offer to purchase Products from us. We’ll send you an email to confirm that we’ve received your order. However, this order confirmation email doesn’t mean that we’ve accepted your order (see below).
How to pay
You can pay for Products ordered through our website by debit or credit card. We accept Visa and Mastercard credit cards, and Maestro, Delta and Visa Electron debit cards. We’ll take payment for your order, including delivery charges, from your debit or credit card at the time you place your order. However, this doesn’t mean that your order has been accepted and if we reject your order for any reason (see below), or we can’t supply the Products you’ve ordered, we’ll credit your payment card with a full refund.
Accepting your order, your Contract with us and situations where we may have to reject your order
Your order will be automatically accepted when we dispatch your Products, unless we reject your order (see below) and provided that we’ve received payment in full for the Products and any related delivery charges. The Contract between us is formed at the time we dispatch your Products. If your order is dispatched in more than one delivery, each dispatch will form a separate Contract covering the Product(s) delivered under that dispatch. Without affecting your Consumer Cancellation Right (see below), you can cancel your order for a Product at no cost, at any time before we dispatch that Product. Before we’ve accepted your order, we reserve the right to tell you that your order has been rejected for any reason. In particular, all orders are subject to stock availability. We’ll tell you as soon as possible if we can’t supply one or more of the Products that you’ve ordered. If we can’t contact you about these out-of-stock Products, we’ll accept your order for the Products we do have in stock. If you’ve already paid for the unavailable products, we’ll give you a refund for their purchase price.
Timescales for delivery
We’ll always try our best to meet the estimated delivery timescales we give you. However, we won’t be held responsible for any failure to deliver your order within the stated timescales, provided we deliver the Products within 30 days of receiving your payment, or within a longer time period if we’ve expressly agreed this with you. If we can’t deliver your order within this timescale, we’ll let you know and give you the opportunity to either wait for the Products or cancel your Contract. If you choose to cancel, we’ll give you a full refund including any delivery charges that apply.
Number of deliveries
We’ll always try to make one single delivery where possible, to minimise inconvenience. However, this may not always be possible. Where your order contains a mix of Products with different delivery lead times, the longest lead time will always apply to the entire order.
Receiving your deliveries
All deliveries must be received and signed for by a person aged 18 or over.
Faulty Products and Products delivered damaged
In the unlikely event that a Product is faulty, not as described or delivered damaged, your rights are set out in our Terms
Please contact us if there’s an issue
If there are any issues with the Products you’ve ordered, please contact us straightaway so we can help. You can email us at firstname.lastname@example.org. Please include your order number as well as details of the affected Product(s). If we offer you a refund, this will be credited to the card or account used to purchase the affected Product(s).
Statutory right to cancel if you’re a consumer
Consumer Cancellation Right
If you’re ordering Products from us as a consumer, you have a statutory right to cancel any online or telephone orders (excluding orders for bespoke or made-to-measure Products) and receive a full refund, including standard delivery charges. This is your Consumer Cancellation Right and it applies in addition to any other rights set out under these Terms and our Group Sale Terms.
How to exercise your Consumer Cancellation Right
To exercise your Consumer Cancellation Right, you must contact us at any time before the Products are dispatched or within 14 days of delivery, starting on the day after your delivery is made. If your order is delivered in multiple shipments, the 14 day period starts the day after the last instalment is delivered. If we receive your cancellation notice outside these timeframes, your Consumer Cancellation Right will not apply. Please also note that if you exercise your Consumer Cancellation Right after the Products have been delivered, you’ll be responsible for returning the Products to us at your own cost and within 14 days of cancelling your order.
How to return Products that have already been delivered to you when you’ve exercised your Consumer Cancellation Right
You can return any Products to your nearest Lords at Home branch, along with proof of purchase. Or, you can arrange for us to send you a prepaid Royal Mail label by emailing email@example.com, with your order number and details of the Products you want to return. Please note that our minimum charge for this collection service is 15% of the order value and may be more depending on your location and Product type.
Your refund when you exercise your Consumer Cancellation Right
We’ll refund your returned Products as soon as possible and no later than 14 days after receiving them back. The refund will be made to the debit or credit card you used to pay for the Products. Please note that we have the right to reduce the amount of your refund to reflect any decrease in the Products’ value that has resulted from the manner in which you’ve handled them.
Unless you have a consumer cancellation right or faulty/defective product any cancellations/returns and refunds are at our discretion. To enquire about cancellations and returns, please email firstname.lastname@example.org with your order number, postcode and phone number. If we do accept a return of the Products, they must be returned in their original condition within 30 days of the date of delivery to you. You’ll be responsible for returning the Products to us at your own cost and we may deduct a restocking charge from the amount of your refund.