Terms & Conditions
- These terms
1.1 What these terms cover. These are the terms and conditions on which we supply products to you, whether these are goods, services, or digital content.
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.
- Information about us and how to contact us
2.1 Who we are. We are MVG Home Ltd - a company registered in England and Wales. Our company registration number is 13283872 and our registered office is: Unit 19, Evans Business Centre, Nobel Way, Dinnington, S25 3QB.
2.2 How to contact us. You can contact us by writing to us by email at firstname.lastname@example.org
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.
- 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 either not charge you for the product or issue a full refund 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 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.
- 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. Although we have made every effort to be as accurate as possible, all sizes, weights, capacities, dimensions and measurements indicated on our website have a 10% tolerance.
4.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
- 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. 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:
(a) to reflect changes in relevant laws and regulatory requirements; and
(b) to implement minor technical adjustments and improvements, for example to address a security threat. 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, 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.
- Providing the products
7.1 Delivery costs. The costs of delivery will be as displayed to you on our website during the order process
7.2 When we will provide the products. During the order process we will let you know when we will provide the products to you. As your Product(s) will be bespoke to your Order and some or all of the Product may be manufactured outside the UK, the delivery date provided is an estimate only but we will endeavour to deliver within a 7 to 10 working day timeframe.
7.3 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.
7.4 Collection by you. We do not offer collection services unless prior agreed in writing.
- 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 9;
(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;
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. 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 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;
(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 3 months; or
(e) you have a legal right to end the contract because of something we have done wrong.
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. In all other cases (if we are not at fault and there is no right to change your mind), see clause 8.6
8.4 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.
8.5 When you don't have the right to change your mind. You do not have a right to change your mind in respect of any Product which has been Used or Damaged.
8.6 How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered.
(a) Have you bought goods? if so you have 14 days after the day you (or someone you nominate) receives the goods, unless:
(i) Your goods are made to your specific requirements: Where we have made the goods bespoke to your requirements, for instance the dimensions of the goods, then you do not have the right to cancel unless the goods are defective or mis-described. See Clause 11.
8.7 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 goods is completed when the product has been dispatched from our premises. 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 for the net costs we will incur as a result of your ending the contract. Where you have paid a deposit, ordinarily this will be retained as payment for the costs we have incurred.
- 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 writing to us at: email@example.com including details of what you bought, when you ordered or received it and your name and address. Also include your order number if relevant.
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 post them back to us at: Unit 19, Evans Business Centre, Nobel Way, Dinnington, S25 3QB.
9.3 When we will pay the costs of return. We will pay the costs of return if the products are faulty or misdescribed. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
9.4 We do not offer collection services for returns unless agreed by us in writing.
9.5 How we will refund you. We will refund you the price you paid for the products excluding delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
9.6 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 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.
9.7 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 the products are goods and we have not offered to collect them, 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 make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment 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, for example, the dimensions or finish;
(c) you do not, within a reasonable time, allow us to deliver the products to you or collect them from us;
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.
- 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 at firstname.lastname@example.org
- 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 goods provided to you.
12.4 When you must pay and how you must pay. We accept payment with a variety of credit and debit card providers. You must pay for the products before we dispatch them.
12.5 We can charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
12.6 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.
- How we may use your personal information
- Other important terms
14.1 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.
14.2 You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
14.3 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.
14.4 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.
14.5 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.
14.6 Which laws apply to this contract and where you are may bring legal proceedings. 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.
- Offers, Promotions and Giveaways
15.1 All offer codes are applied to the value of the order, excluding delivery costs and are subject to our general Terms and Conditions.
15.2 The offer code must be entered into the Discount Code field on the checkout page and applied for the discount to be deducted from the order.
15.3 Unless stated discounts cannot be combined and only one offer can be applied to any order.
15.4 Items already reduced in price, displaying a 'Was' and 'Now' price are also excluded from voucher offers.
15.5 From time to time we may offer free gift promotions on the Website. In order to claim a free gift you must quote the relevant gift code when placing your online order. When shopping online, please enter the gift code in the ‘Discount Codes’ box in your shopping basket and follow the on-screen instructions.
15.6 Promotional items that you purchase (either free of charge or at a proportional rate) do not qualify nor count towards your basket value in order to redeem further free promotional items. We reserve the right to cancel any order(s) which we deem to have attempted to purchase promotional items in order to increase basket size to qualify for further promotions. From time to time certain products may be excluded from current promotions and any such exclusion will be notified to you through a notice on the Website.
15.7 All promotions are subject to availability and while stocks last. We reserve the right to amend or withdraw a promotion at any time.
Discount Codes and Coupons
16.1 From time to time we may send you by email or post web-coupons. These are codes which you may input on our website to qualify for certain promotions. Web-coupons are subject to these Terms and Conditions and any terms and conditions notified to you at the time of issuance of the web-coupon.
16.2 A web-coupon is redeemed by entering its code at the appropriate point in the purchase process on the Website.
16.3 We reserve the right to withdraw or cancel a web-coupon for any reason at any time.
16.4 Web-coupons cannot be exchanged for cash [or be used to purchase gift vouchers].
16.5 Unless expressly stated at the time of issue, each web-coupon will be valid for use by the recipient of the web-coupon and by such recipient only once and may not be used in conjunction with any other promotion.
16.6 In accordance with guidelines from HM Revenue and Customs, a web-coupon is treated as cash, therefore VAT is due on the full value of an order and you will be required to pay VAT on the full value of the order, unless otherwise stated in any terms accompanying the web coupon.
16.7 From time to time certain products may be excluded from web-coupon offers and any such exclusion will be notified to you along with the web coupon or through the Website.
16.8 Web-coupons may be limited to redemption in respect of certain products or certain products may be excluded from the ambit of use of the web-coupon, in which case notice will be given to you at the time of issue of the web-coupon.
16.9 Excluded goods and services will not count towards any qualifying conditions for offers and will not benefit from any promotional discount.
16.10 No web-coupon may be copied, reproduced, distributed, or published directly or indirectly in any form or by any means for use by an entity other than the original recipient, without our prior written permission.
16.11 Web-coupons distributed or circulated without the written approval of MVG Home Ltd, for example on an Internet message board or on a "bargains" website, are not valid for use and may be refused or cancelled.
16.12 When you use a web-coupon you warrant to us that you are the duly authorised recipient of the web-coupon and that you are using it in good faith.
16.13 If you redeem, attempt to redeem or encourage the redemption of web-coupons to obtain discounts to which you or a third party are not entitled you may be committing a civil or criminal offence.
16.14 If we reasonably believe that any web-coupon is being used unlawfully or illegally we may reject or cancel any web-coupon and you agree that you will have no claim against us in respect of any rejection or cancellation. We reserve the right to take any further action it deems appropriate in such instances.
16.15 If we refuse a web-coupon submitted as part of an order, for any reason, we will inform you before the order is dispatched to advise of the correct cost of the order and give you the opportunity to cancel the order.
If you have any questions, queries or concerns about our Terms and Conditions you are welcome to contact us at: email@example.com