Our Terms and Conditions
- 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.
1.3 Statutory rights. Your statutory rights are not affected.
1.4 Customer legal age and capacity. By placing an order, you confirm and warrant that you are at least 18 years old, and may lawfully enter into this contract with us.
- Information about us and how to contact us
2.1 Who we are. We are West One Bathrooms Online Limited a company registered in England and Wales (“West One Bathrooms Online”). Our company registration number is 06983909 and our registered office is at Unit D, Davis Road Industrial Park, Davis Road, Chessington, Surrey, KT9 1TQ. Our registered VAT number is 298 4873 30. (West One Bathrooms Online Limited is a separate trading company to West One Bathrooms Limited)
2.2 How to contact us. You can contact us by telephoning our customer service team at 0330 0586 479 or by writing to us at firstname.lastname@example.org or Unit D, Davis Road Industrial Park, Davis Road, Chessington KT9 1TQ.
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.
3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because we have identified an error in the price or description of the product 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 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 only sell in GBP. Our website is solely for the promotion of our products in the UK. However, we can deliver to addresses outside the UK, please contact us for pricing information. All orders will be accepted in UK Sterling (GBP) only, and payment may be made only by credit/debit card or PayPal. Should you wish to make payment by bank transfer, please contact our customer service team via telephone or email to process your order.
- 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 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
4.3 Making sure your measurements are accurate. If we are making the product to measurements you have given us, you are responsible for ensuring that these measurements are correct and for ensuring that the design proposal prepared by us based on your specifications is correct. We recommend that you check the design proposal with your nominated installer. You can find information and tips on how to measure on our website or by contacting us.
- Your rights to make changes
If you wish to make a change to the products, 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. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8 – Your rights to end the contract).
- Our rights to make changes
6.1 Minor changes to the products. We may change the product to reflect changes in relevant laws and regulatory requirements. We will notify you of any changes to the visual appearance of the product to that shown on our website.
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 the following changes to the product, 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:
(a) product dimensions;
(b) colour; or
6.3 Once a Customer has placed an order for special or bespoke Goods (“Bespoke Goods”) the Customer may not end the contract for Bespoke Goods without our prior written consent. Any termination by a Customer of an order for Bespoke Goods to which we agree will be subject to due compensation for any costs already incurred by the Company whether paid or not at that time (“Bespoke Goods Costs”). Bespoke Goods Costs will either be deducted from any pre payments made by you and the balance returned to you or will otherwise be and remain your responsibility to pay to the Company. Bespoke Goods Costs include any costs incurred by us and either already paid or contracted to be paid to any third party suppliers and/or manufacturers.
- Delivery of the products
7.1 Delivery Options. Under our “standard palletised delivery service”, delivery will be made to the nearest available hard standing area (e.g. driveway or pavement) in accordance with Health & Safety legislation. As one driver carries out this service, assistance from the client/recipient of the delivery may be required.
7.2 Delivery Costs. Standard Delivery on all orders for delivery inside the M25 will be free of charge. All orders over the value of £500 will also be free of charge. Orders outside of the M25 that contain large products will be subject to a £30 delivery charge and orders that contain small items only will be subject to a £10 delivery charge. Premium Delivery and deliveries to Scottish Island, Channel Islands, Scilly Isles, Jersey, Guernsey and Northern Ireland is available by way of additional cost calculated on order value. Kindly contact us for further details and rates.
7.3 Delivery. We aim to deliver all products within the UK mainland within 2 to 10 working days subject to availability, although the delivery times on some items can vary. Estimated availability is listed against each product but this is merely an indication and not a guaranteed delivered time. Once we receive your order we will contact you to confirm the delivery date and estimated time.
7.4 Number of Packages. At the time of delivery please ensure the number of packages delivered is correct and that the products delivered match your order confirmation and delivery documentation.
7.5 External Damage. Please ensure that no external damage is evident. If no external damage is visible, please unpack your order and inspect the product(s).
7.6 Damaged Packaging. In the event that the packaging is damaged please sign the delivery note as DAMAGED and notify us without delay on 0330 0586 479. DO NOT ACCEPT OR SIGN FOR THE DELIVERY UNLESS YOU HAPPY WITH THE CONDITION. Any transit damage, incorrect products or shortages must be noted at the time of delivery and West One Bathrooms Online duly notified within 48 hours of delivery.
7.7 When you become responsible for the products. As soon as your order has been delivered to you, the products become your responsibility. We cannot leave products without a signature.
7.8 Delivery Times. Time shall not be the essence of the contract and we will endeavour to do our utmost to meet your delivery requirements. We recommend that you do not commence any installation works or book tradesmen until you have received your complete order and checked it thoroughly for any damage or shortages. We cannot be held liable for any costs incurred because of late or non-delivery.
7.9 Customer’s Address. All deliveries can only be made to the customer’s address and there must be someone present at the point of delivery to receive, check and sign for the delivery.
7.10 Damaged Products. You have 14 days from receipt of the products to notify us of any damage or fault. We strongly recommend that you photograph any damage/fault and email the images to West One Bathrooms Online as early as possible for our immediate attention.
7.11 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take 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.
7.12 If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot. Additional charges may apply for any attempt to re-deliver products to you following a failed initial delivery attempt.
7.13 If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will 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 re-arrange delivery or collection we may end the contract and clause 10.2 will apply.
7.14 Responsibility for the Products. Products will be your responsibility from the time we deliver the product to the address you gave us [or you [or a carrier organised by you] collect it from us].
7.15 When you own products. You own a product once we have received payment in full.
7.16 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 lift availability, stairway width, access to your property, parking restrictions or parking costs. If so, this will have been stated in the description of the products on our website or we will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, 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 within a reasonable time of us asking for it.
7.17 Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:
(a) deal with technical problems or make minor technical changes;
(b) update the product to reflect changes in relevant laws and regulatory requirements;
(c) make changes to the product as requested by you or notified by us to you (see clause 6).
7.18 Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product for longer than 30 days we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 30 days and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
- Your rights to end the contract
8.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
(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 or replaced or a service re-performed or to get some or all of your money back), see clause 11;
(b) If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;
(c) If you have just changed your mind about the product, 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 products;
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 at (a) to (e) 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 (see clause 0);
(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;
(d) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or
(e) you have a legal right to end the contract because of something we have done wrong.
8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). 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 you do not have the right to change your mind. You do not have a right to change your mind in respect of:
(a) any products that have been removed from their original packaging, assembled and/or installed (in whole or in part) (unless there is a manufacturing defect);
(b) any products that are returned incomplete or damaged (where no prior notification of such damage has been received);
(c) any products which are bespoke or made to order;
(d) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; or
(e) any products which become mixed inseparably with other items after their delivery.
8.5 How long do I have to change my mind? You have 14 days after the day you (or someone you nominate) receive the products, unless:
(a) Your products 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 to change your mind about the products.
(b) Your products are for regular delivery over a set period or a pre agreed time frame. In this case you have until 14 days after the day you (or someone you nominate) receives the first delivery of the products.
8.6 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for products is completed when the product is delivered and paid for. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation (Up to 25% of the items returned) for the net costs we will incur as a result of your ending the contract.
- How to end the contract with us (including if you have changed your 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 0586 479 or email us at email@example.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.
9.2 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the products in person to where you bought them, post them back to us at Unit D, Davis Road Industrial Park, Davis Road, Chessington KT9 1TQ or (if they are not suitable for posting) allow us to collect them from you. Please call customer services on 0330 0586 479 or email us at firstname.lastname@example.org for a return authorisation number or to arrange collection. If you are exercising your right to change your mind, you must send off the products within 14 days of telling us you wish to end the contract.
9.3 When we will pay the costs of return. We will pay the costs of return:
(a) if the products are faulty or misdescribed; or
(b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
9.4 Condition of return items. Any product returned to us must be in its original packaging, undamaged and unused, suitable for resale. We recommend that you obtain adequate insurance cover for any products you return to us. We will inspect all products upon receipt and notify you of any damage, missing items or damaged packaging that render the products unfit for return or resale, thereby affecting the amount that we will refund to you. We will not accept the return of any products (which are not defective by way of a manufacturing defect) that has been installed (in whole or in part) or assembled.
9.5 What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. We will notify and agree with you the amount that we will charge you for any collection prior to collection.
9.6 How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
9.7 Deductions from refunds if you are 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 products, if this has been caused by your handling them in a way which would not be permitted in a shop. [See our Returns page for information about what handling is acceptable and examples]. If we refund you the price paid before we are able to inspect the products 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.
9.8 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
(a) If we have not offered to collect the products, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.
(b) In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.
- 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, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, dimensions or the finish of a product;
(b) you do not, within a reasonable time, allow us to deliver the products to you or collect them from our depot; or
(c) you do not provide us with the information requested in accordance with clause 7.17 on request.
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
10.3 We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will let you know as soon as reasonably practicable in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.
- If there is a problem with the product
11.1 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 0586 479 or write to us at email@example.com or Unit D, Davis Road Industrial Park, Davis Road, Chessington KT9 1TQ.
11.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. 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.
If your product is products, the Consumer Rights Act 2015 says products 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 products are faulty, then you can get an immediate refund.
- b) Up to six months: if your products cannot be repaired or replaced, then you’re entitled to a full refund, in most cases.
- c) Up to six years: if your products do not last a reasonable length of time you may be entitled to some money back.
See also clause 8.3.
11.3 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to Unit D, Davis Road Industrial Park, Davis Road, Chessington KT9 1TQ, post them back to us or (if they are not suitable for posting) allow us to collect them from you. You are responsible for all costs required to post products back to us or for us to collect the product (s) from you. Please call customer services on 0330 0586 479 or email us at firstname.lastname@example.org for a return label or to arrange collection.
- Price and payment
12.1 Where to find the price for the product. The price of the product (which includes VAT) 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 12.3 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 products provided to you.
12.4 When you must pay and how you must pay. We accept payments via all major credit and debit cards. Should you wish to pay by bank transfer please contact our customer service team. You must pay for the products before we dispatch them and you will be charged at point of order.
12.5 What to do if you think an invoice is wrong. If you think an invoice is wrong, please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.
- West One Bathrooms Online Promotions
West One Bathrooms Online may from time to time run one or more promotions. The following terms and conditions apply if you take part in any of our promotions on the West One Bathrooms Online website only.
General Promotion Terms and Conditions
The following general terms and conditions apply to all promotions, including any current promotions listed with further detail pertaining to each individual promotion as set out on the website.
Any questions regarding promotions run by West One Bathrooms Online can be directed to us, by contacting email@example.com
13.1 West One Bathrooms Online reserves the right to cancel promotions or make changes to the terms and conditions of its promotions at any time and without prior notice.
13.2 Promotional codes may only be redeemed at www.westonebathroomsonline.com
13.3 West One Bathrooms Online normal terms and conditions for the use of the website apply.
13.4 Promotional codes are subject to stock availability.
13.5 Promotional codes are subject to an expiry date, detailed with each individual promotion.
13.6 Individual promotion codes cannot be used in conjunction with any other offer.
13.7 Some products may be exempt from promotional offers.
13.8 Promotional discount codes cannot be applied to delivery charges.
13.9 Promotional codes cannot be used retrospectively and cannot be applied to orders already placed with West One Bathrooms Online.
13.10 Promotional codes cannot be exchanged for cash.
- Our responsibility for loss or damage suffered by you
14.1 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 or our failing to use reasonable care and skill, 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.
14.2 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 including the right to receive products which are: as described and match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care and, where installed by us, correctly installed; and for defective products under the Consumer Protection Act 1987.
14.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
- How we may use your personal information
- Other important terms
16.1 Liability. We do not accept any liability for any indirect losses that may occur as a result of any loss or damage incurred by you, including but not limited to, loss of revenue, profits, goodwill or business opportunity, anticipated savings, or for any injury to your reputation or for any other losses that are not reasonably foreseeable by both of us at the time your order is placed.
16.2 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer, you may contact us to end the contract within 14 days of us telling you about it and we will refund you any payments you have made in advance for products not provided.
16.3 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.
16.4 Nobody else has any rights under this contract (except someone you pass your guarantee on to). 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.
16.5 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
16.6 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.
16.7 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and the English courts shall have non – exclusive jurisdiction.