Terms & Conditions
This page gives you a full understanding of the terms and conditions, which we apply when selling all of the products listed on https://www.luxurygrass.co.uk. Please read these terms and conditions carefully, making sure you have good understanding.
1. THESE TERMS:
1.1 What these terms cover. These are the terms and conditions on which we supply products to you.
1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide 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 that there is a mistake in these terms, please contact us to discuss.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1 Who we are. We are UK Trade Furnishings Limited a company registered in England and Wales. Our company registration number is 08424072 and our registered office is at Luxury Grass, No.1 Canal Place, Leeds, LS12 2DU.
2.2 How to contact us. You can contact us by telephoning our customer service team at 0330 818 2061 or by writing to us at email@example.com or at our registered office address.
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 to us in your order.
2.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
3. OUR CONTRACT WITH YOU
3.1 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us. You should check that the details in our confirmation email are correct and contact us promptly if there are any errors.
3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this 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 which we could not reasonably plan for, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the product, because we are unable to accommodate a delivery request that you have made or because we do not deliver to your delivery location.
3.3 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.4 We do not sell internationally. If you live in a remote area of the UK, you may only be eligible for our economy delivery service and your order may be liable for higher shipping charges as set out in our UK Shipping Rates.
4. OUR PRODUCTS
4.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
4.2 Making sure your measurements are accurate. You are responsible for ensuring that any measurements that you have provided us are correct. You can obtain information and tips on how to measure the amount of products that you require by contacting us.
4.3 Quality of products sold by reference to a sample. Where products are sold to consumers by reference to a sample which you have received from us, they will correspond to the sample in quality, and will be free from any faults making their quality unsatisfactory which would not be apparent on a reasonable examination of the sample.
4.4 Unlimited Samples: Unlimited free samples are offered within reason and for permitted use only i.e. for potential customers to test our products. Any other usage of our free samples is a breach of this policy. We reserve the right to monitor the amount of orders placed by individual customers and in rare circumstances to cancel any orders of free samples that are excessive or indicative of a misuse of our terms. It is at our discretion to determine what amount constitutes as an excessive or unfair usage of our free samples.
5. YOUR RIGHTS TO MAKE CHANGES
If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
6. OUR RIGHTS TO MAKE CHANGES
6.1 Minor changes to the products. We may change the product:
(a) to reflect changes in relevant laws and regulatory requirements; and
(b) to implement minor technical adjustments and improvements, for example the way that the products fit together. These changes will not affect your use of the product.
6.2 More significant changes to the products and these terms. In addition, as we informed you in the description of the product on our website, we may make changes to the product and the terms, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.
7. PROVIDING THE PRODUCTS
7.1 Delivery costs. The costs of delivery will be as displayed to you on our website at the time that you place your order. Indications of the shipping rates for our various shipping methods and delivery locations can be found on our website. Please see UK Shipping Rates if your delivery location is in the UK. There are usually no delivery costs involved when your order only consists of sample products, but again the costs of delivery will be displayed to you on our website at the time that you place your order.
7.2 When we will provide the products. We will do our best to deliver the products to you in accordance with the shipping method and times that you select during the order process, however, we are reliant upon third party shipping partners to deliver the products and therefore cannot guarantee that the products will arrive at a certain date or time. Either we or our shipping partners will contact you with more precise delivery dates or windows once we know them.
7.3 We cannot guarantee that your order will arrive in one shipment, due to products occasionally coming from different warehouses. In these instances, we advise patience as your complete order will be with you on the day specified, unless you have been otherwise informed.
7.4 In case of any narrow roads, streets or tracks, please make us aware so we can send the appropriate vehicle, to avoid any redelivery charges. If the delivery fails due to access redelivery charges will apply and this cost will be advised by our customer service team.
7.5 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control (including a delay on the part of the shipping partner) then we will contact you as soon as possible to let you know and we will take reasonable steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. You should not book trades people such as fitters, joiners or carpenters to install the products at your location until the products have arrived.
7.6 If you are not at home when the product is delivered. If no one is available at your address to take delivery, we will leave you a note or contact you informing you of how to rearrange delivery and you may be liable for any further delivery costs.
7.7 If you do not rearrange delivery. If, after a failed delivery to you, you do not rearrange delivery we will attempt to contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or rearrange delivery or collection we may end the contract and clause 10.2 will apply.
7.8 When you become responsible for the goods. All deliveries of our products are made kerbside at your delivery address. The products will be your responsibility from the time we deliver the products kerbside at the address you gave us. Although our third party shipping partners will often be helpful and move the products to a position of your choosing at your property, we are under no obligation to transfer the products inside of your property and, if our third party shipping partners agree to a request from you to move the products to a specific location at your address, it will be done so entirely at your own risk.
7.9 When you own goods. You own a product once we have received payment in full for the whole of your order.
7.10 When receiving delivery of your goods it is very important you check and sign for your delivery on arrival. We cannot be held responsible for any missing or damaged goods once the delivery has been signed for, we strongly recommend you take great care inspecting the goods prior to signing.
7.11 Prior to installation, the installer / owner has final inspection responsibility as to grade, manufacture and factory finish. The installer must use reasonable selectivity and hold out or cut off pieces with deficiencies. Installation or alteration of goods is an acceptance of goods and once this has began Luxury Grass cannot accept any liability for installed goods.
7.12 What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, details of any narrow roads or access information for your address. If you do not provide us with this information at the time that you place your order, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need.
8. YOUR RIGHTS TO END THE CONTRACT
8.1 When you can end your contract with us. Your rights when you end the contract will depend on whether there is anything wrong with what you have bought, how we are performing, when you decide to end the contract and whether you are a consumer or business customer:
(a) If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired, replaced or to get some or all of your money back), please see clause 12 if you are a consumer and clause 13 if you are a business;
(b) If you want to end the contract because of something we have done or have told you we are going to do, please see clause 8.2;
(c) If you are a consumer and have just changed your mind about the product, please see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;
(d) In all other cases (i.e if we are not at fault and you are not a consumer exercising your right to change your mind), you will not usually be able to end the contract with us - however, please contact us using the method set out in clause 9.1 and we will be happy to discuss the situation with you.
8.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out from (a) to (c) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
(a) we have told you about an upcoming change to the product or these terms which you do not agree to (please see clause 6.2);
(b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
(c) there is a risk that supply of the products may be significantly delayed because of events outside our control; or
8.3 Exercising your right to change your mind if you are a consumer (Consumer Contracts Regulations 2013). If you are a consumer then for most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
8.4 When consumers do not have a right to change their minds. Your right as a consumer to change your mind does not apply in respect of:
(a) Any Discontinued or product in our clearance range; or.
(b) any products which become mixed or connected inseparably with other items after their delivery (i.e. they cannot be disconnected without causing damage to the products).
8.5 How long do consumers have to change their minds? You have 14 days after the day you (or someone you nominate) receives the goods (unless your goods are split into several deliveries over different days - in this case you have until 14 days after the day you (or someone you nominate) receives the last delivery.
9. HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU ARE A CONSUMER WHO HAS CHANGED THEIR MIND)
9.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
(a) Phone or email. Call customer services on 0330 818 2061 or email us at firstname.lastname@example.org. Please provide your name, home address, details of the order and, where available, your phone number and email address.
9.2 We are unable to accept returns or refund discontinued products.
9.3 How we will refund you. If you are entitled to a refund under these terms we will refund you the price you paid for the products minus delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
9.4 When we may make deduction from refunds if you are a consumer exercising your right to change your mind. If you are exercising your right to change your mind:
(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
(b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
9.5 When your refund will be made. We will make any refunds due to you as soon as possible. If you are a consumer exercising your right to change your mind then:
(a) Your refund will be made within 14 days from the day on which we receive the product back from you.
10. OUR RIGHTS TO END THE CONTRACT
10.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
(a) you do not make any payment to us when it is due;
(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;
(c) you do not allow us to deliver the products to you. We can hold your goods within our warehouse free of charge for a maximum period of 3 months/ 90 days. After which, a final balance payment must be made and delivery date agreed. After this time period any failure to comply with these timescales and our correspondence, we reserve the right to cancel your order and refund any deposits or payments originally taken. Any future orders will not be price matched to previously held orders.
10.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
11. IF THERE IS A PROBLEM WITH THE PRODUCT
How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 0330 818 2061 or by writing to us at email@example.com or at Luxury Grass, No.1 Canal Place, Leeds, LS12 2DU.
Your Rights in Respect of Defective Products If You Are a Consumer
11.1 If you are a consumer we are under a legal duty to supply products that are in conformity with this contract. Please see the box below for a summary of your key legal rights in relation to the products. Nothing in these terms will affect your legal rights.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.
b) Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
Please also see clause 8.3.
11.2 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must send them back to us. Please call customer services on 0330 818 2061 or email us at firstname.lastname@example.org for further information.
12. PRICE AND PAYMENT
12.1 Where to find the price for the product. The price of the product will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 14.3 for what happens if we discover an error in the price of the product you order.
12.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
12.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
12.4 When you must pay and how you must pay. We accept payment with most major credit and debit cards, as well as through PayPal. Unless if you have made finance arrangements with us (please see clause 14.5), you must pay for the product when the order is placed.
12.5 In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:
- Pay Later 30
- Pay in 3 instalments
- Pay Now
1. Further information and Klarna’s user terms you can find here. 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.
2. You can find our dedicated Klarna FAQ page here.
13. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU IF YOU ARE A CONSUMER
13.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
13.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 12.1; and for defective products under the Consumer Protection Act 1987.
13.3 We are not liable for business losses. If you are a consumer we only supply the products for to you for domestic and private use. If you use the products for any commercial, business or re-sale purpose our liability to you will be limited.
14. HOW WE MAY USE YOUR PERSONAL INFORMATION
15. OTHER IMPORTANT TERMS
15.1 We may transfer this Agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
15.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. We may not agree if, in our honest opinion, the transfer of the rights may increase our exposure under the terms - for example increasing the risk of us not being paid under the contract or increasing the possibility of us being sued under the contract.
15.3 Re-ordering a product. Occasionally certain variances will occur from one batch of flooring to another, such as wear layer or click system etc. These difference will often be barely noticeable, however, if you are adding to an existing floor, you must let us know before you place the order so we can ensure the products match up perfectly for you.
15.4 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
15.5 If a court finds part of this contract illegal, the rest will continue in force. Each of the clauses of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.
15.6 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
15.7 Which laws apply to this contract and where you may bring legal proceedings if you are a consumer. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts. If you live in Europe you can bring legal proceedings in respect of the products in either your local courts or the English courts.