Terms and Conditions

1. These Terms

1.1 What these terms cover. These are the terms and conditions on which we supply our products to you from our website www.onlinebritishhomes.co.uk ("our website").

1.2 Why you should read them. Please read these terms carefully before placing an order with us. These terms tell you who we are, how we will provide our products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think there is a mistake in these terms, please contact our customer service team at [email protected] to discuss.

1.3 What we can infer if you place an order with us. By placing an order with us, you are representing that you are at least 18 years of age and hold the requisite capacity to enter into a legally binding contract, with the intention to be bound by the same.

2. Information About Us and How to Contact Us

2.1 Who we are. We are Online British Homes, trading through our website www.onlinebritishhomes.co.uk. Any reference to "we", "our" or "us" in these terms is to Online British Homes.

2.2 How to contact us. You can contact us by writing to us at [email protected], or by submitting an enquiry via our online form on our Contact Us page.

2.3 How we may contact you. If we have 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 order.

2.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

2.5 Trader identification. Online British Homes is a trading name operated by William Gourley, a sole trader. As a small, home-based business, we do not currently publish a trading address, but we are happy to provide further contact or verification details on reasonable request — please contact us at [email protected].

3. Our Contract With You

3.1 How we will accept your order. Our acceptance of your order takes place when we email you to confirm your order, at which point a contract comes into existence between you and us.

3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources, because we have identified an error in the price or description, or because we are unable to meet a delivery deadline you have specified.

3.3 Your order number. We will assign an order number to your order and detail it in our confirmation email. Please reference your order number whenever you contact us about your order.

4. Our Products

4.1 Products may vary slightly from their pictures. Product images are for illustrative purposes only. Although we make every effort to display colours accurately, we cannot guarantee a device's display accurately reflects the product's true colour. Sizes, weights, capacities, dimensions and measurements have a 5% tolerance.

4.2 Product packaging may vary from that shown in images on our website.

5. Our Rights to Make Changes

5.1 Minor changes to the products. We may change the product and its description:

1. where necessary to reflect changes in relevant laws and regulatory requirements; and
2. to implement minor technical adjustments and improvements that will not affect your use of the product.

5.2 More significant changes to the products and these terms. We may make more significant changes to these terms or the products, but if we do so we will notify you and you may contact us to request a refund for any products paid for but not received.

6. Delivery

6.1 Delivery costs. Costs of delivery will be as detailed on our website at the time you place your order.

6.2 When we will provide the products. We will let you know during checkout when we'll provide the products, and email you once your order has been dispatched. You should then receive tracking information from our selected courier. We always use reasonable efforts to deliver within the estimated date; if this isn't possible, we will deliver within 30 days of accepting your order.

• We may send orders for certain items separately; they may be delivered at different times.
• Express delivery orders placed within a working day are dispatched the same day. Orders placed on non-working days are delivered within two working days under express delivery.
• We do not include weekends or bank holidays in any estimated delivery date.

6.3 We are not liable for delays caused by events outside our control. If delivery is delayed, we will contact you as soon as reasonably possible and reserve the right to end the contract if we cannot perform our obligations as a result.

6.4 What is an event outside our control? This means any act or event beyond our reasonable control, including strikes, lock-outs, civil commotion, riot, invasion, terrorist attack, war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic, or non-performance by third parties integral to manufacture and supply.

6.5 If you are not at home when the product is delivered, and it cannot be posted through your letterbox or requires a signature, our couriers will leave the parcel in a safe place or leave a note on how to rearrange delivery or collection.

6.6 If you do not re-arrange delivery after a failed attempt, we will contact you for further instructions and may charge storage and further delivery costs. If we cannot reach you, we may end the contract, arrange return of the products, and deduct our expenses from any refund.

6.7 When you become responsible for the products. Products become your responsibility from the time the courier delivers to the address you provided.

6.8 When you own the products. You own the products once we have received payment in full.

6.9 Delivery discrepancies. Any delivery discrepancies or missing parcels must be reported to us at [email protected] within 14 days of the estimated or tracked delivery date. We are unable to guarantee investigation or resolution of claims reported after this window, as our ability to raise a claim with our courier is time-limited.

7. Returns

7.1 Exercising your right to change your mind. For most products bought online, you have a legal right to change your mind within 14 days of receiving them and receive a refund. Contact us via our Contact Us page within 14 days of receipt. We cannot accept returns without prior notification. Returned products must be complete, unused, in "as new" condition, and repackaged as received.

7.2 How long do I have to return my products? If delivered together, you have 14 days from delivery. If split into multiple deliveries, you have 14 days from each individual delivery for the products in that delivery.

7.3 Cost of returns when exercising your right to change your mind is your responsibility.

7.4 How to return the products to us. Post products back using a courier or registered delivery service. Contact [email protected] for our current returns address.

7.5 Once you have posted your parcel back to us, email your tracking number to [email protected]. We will process your refund once received.

7.6 Keep your postage receipt (including parcel weight) for all return enquiries — non-delivery claims are not valid without it. Claims against the courier for lost parcels are your responsibility.

7.7 What if there is a problem with my product? Please follow the steps in clause 9.

7.8 Deductions from refunds may apply if:

• the value of the product has been reduced by handling not permitted in a shop; or
• the maximum refund for delivery costs is the cost of our least expensive delivery method.

8. Refunds

8.1 How we will refund you. By the method you used for payment.

8.2 When your refund will be made. As soon as possible and within 14 days of receiving the product back, or of receiving evidence you've sent it back, whichever is earlier.

9. If There Is a Problem With the Product

9.1 How to tell us about problems. Contact us at [email protected] or via our Contact Us page.

9.2 Summary of your legal rights. We are under a legal duty to supply products that conform to this contract. Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality:

• Up to 30 days: if goods are faulty, you can get an immediate refund.
• Up to six months: if goods can't be repaired or replaced, you're entitled to a full refund in most cases.
• Up to six years: if goods don't last a reasonable length of time, you may be entitled to some money back.

9.3 Your obligation to return faulty products. Post them back following clause 7.4. We will pay postage costs for faulty products.

9.4 Our obligation to replace faulty products. We will replace faulty products upon return, or refund the price paid (including delivery) by your original payment method if you prefer not to receive a replacement.

10. Price and Payment

10.1 Where to find the price for the product. The price (including VAT where applicable) is as shown on the product page when you placed your order.

10.2 What happens if we got the price wrong. We normally check prices before accepting your order. If the correct price is lower than stated, we charge the lower amount. If higher, we will contact you for instructions before accepting your order. Where we accept and process an order in which a pricing error is obvious and unmistakeable, and could reasonably have been recognised by you as a mispricing, we reserve the right to end the contract, refund any sums you have paid, and require the return of any products already provided to you.

10.3 When you must pay and how you must pay. We accept all major credit and debit cards. Payment is taken before dispatch; your card will not be charged until the products are dispatched.

11. Our Responsibility for Loss or Damage Suffered by You

11.1 We are responsible for foreseeable loss and damage caused by us if we fail to comply with these terms or fail to use reasonable care and skill, but not for loss or damage that isn't foreseeable.

11.2 We do not exclude or limit liability where unlawful to do so, including for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, breach of your legal rights, and defective products under the Consumer Protection Act 1987.

11.3 We are not liable for business losses. We supply products for domestic and private use only. If used for commercial, business, or resale purposes, we have no liability for loss of profit, business, business interruption, or business opportunity.

12. Other Important Terms

12.1 We may transfer our rights and obligations under these terms to another organisation; we will always tell you, and your rights under the contract will not be affected.

12.2 You may only transfer your rights or obligations to another person with our written agreement.

12.3 This contract is between you and us; no other person has any rights to enforce its terms.

12.4 If a court finds part of this contract illegal, the remaining paragraphs will remain in full force and effect.

12.5 Even if we delay enforcing this contract, we can still enforce it later.

12.6 Governing law. These terms are governed by English law. You can bring legal proceedings in the English and Welsh courts (or, if you live in Scotland or Northern Ireland, in the courts of your home nation or England and Wales).

12.7 Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it without you having to go to court. If you are not happy with how we have handled any complaint, please contact us in the first instance at [email protected] so that we can try to resolve the matter directly.

Questions? Contact us at [email protected]