Terms and Conditions

PRODUCT TERMS AND CONDITIONS

This page (together with our Privacy PolicyCookie Policy) tells you information about us and contains the legal terms on which we sell any of the products listed on our website to you.

 

1 These Terms

(a) These terms will apply to the sale and supply of any of the products listed on our website by us to you. Please read them carefully before ordering any products from our website. By ordering any of our products, you agree to be bound by these terms and the other documents referred to in them.

(b) We recommend you print and keep a copy of these terms for future reference.

(c) Please click to finalise your purchase if you accept these terms and conditions. If you refuse to accept these terms you must not order any products from us.

(d) From time to time, we may amend these terms (see clause 7 below). Every time you submit an order to us, please check these terms to ensure you understand the terms which will apply at the time you place your order. These terms were last modified on 24th May 2018.

(e) These terms and any contract between us are in the English language only.

 

2 Information about us

(a) The website is operated by Xylem Holdings Ltd. Our company registration number is 3538821 and our registered office is 7 Oak Industrial Park. Chelmsford Road. Great Dunmow. CM6 1XN. Our VAT number is 713938326.

(b) To contact us, please see our Contact Us page or send an email to [email protected]

 

3 Our products

(a) The images of the products on our website are for illustrative purposes only. The products you received may vary slightly from those images. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflects the colour of the products.

(b) The packaging of the products may vary from that shown on images on our website.

 

4 Use of our website

(a) Your use of our website is governed by our Terms of Website Use, Privacy Policy, Acceptable Use Policy and our Cookie Policy. Please take the time to read these, as they include important terms which apply to you.

(b) We cannot accept responsibility for any changes verbally agreed or implied by any of our staff by telephone or email. Any variations from these terms would have to be agreed in writing by a director of Xylem Holdings Ltd.

(c) You may only purchase products from our website if you are at least 18 years old and if you are legally capable of entering into binding contracts.

 

5 How we use your personal information

We only use your personal information in accordance with our Privacy Policy. For details, please see our Privacy Policy. Please take the time to read this, as it includes important terms which apply to you.

 

6 How the contract is formed between you and us

(a) Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.

(b) To place an order for products on this website, you should:  

• Step 1 – Add your product to the online shopping basket

• Step 2 – Enter the basket and choose proceed as guest or sign in

New customers can create an account or checkout as a guest. Either way you will need to provide your contact information and billing and delivery addresses

• Step 3 – Select Pay by Card or Pay with Paypal

By completing the checkout, you confirm that you have read, understood and accept our terms and conditions.

(c) You can pay for products on our website using a debit or credit card or PayPal.

(d) Where you select “Pay by card”, all credit/debit card transactions on our website are processed using a secure online payment gateway that encrypts your card details and cannot be accessed by us. Any personal information that we can access about you will only be used in accordance with our Privacy Policy.

(e) If you wish to pay for the products using PayPal, select ‘Pay with Paypal’ and you will be redirected to the PayPal login page to complete the payment of the order. If you do not have a PayPal account, you can sign up at the PayPal login page before completing your order.

(f) After you place an order, you will receive an e-mail from us acknowledging that we have received your order. This does not mean that your order has been accepted. Our acceptance of your order will take place as described in clause 6(g).

(g) We will confirm our acceptance of your order by sending you an e-mail that confirms that the products have been dispatched (‘Shipping Confirmation’). It is at this point that the contract between you and us for the sale and purchase of the products ordered by you will be formed and become binding. The contract that is formed shall be in English and will include these terms and conditions.

(h) If we are unable to supply you with a product, for example because that product is not in stock or no longer available or because of an error in the price or description on our website (see clause 13(e)) or because we are unable to obtain authorisation for your payment, we will inform you of this by e-mail as soon as possible and we will not process your order. If you have already paid for the products, we will refund you the full amount paid as soon as possible.

(i) We may decide, at our discretion, not to accept an order from you for any products.

 

7 Our right to make changes

(a) Minor changes. We may update or amend these terms from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements, and changes in our system's capabilities. These changes will not affect your use of the product.

(b) More significant changes.  Where we make changes to our terms or products and such changes affect your rights under these terms or your use of the products in any material way you will be notified when the relevant changes take effect. You may then end the contract before the changes take effect and receive a refund for any products you have paid for but have not yet received.

(c) Please review these terms regularly to ensure you are aware of any of the changes we have made. 

 

8 Your right to change your mind

(a) You have the legal right to change your mind and cancel your order at any time from the date the order was placed until 14 days after the day the goods were delivered to you. However, goods must be returned in their original packaging, unopened and unused. It’s your responsibility to return unwanted goods to our registered office (or other agreed address) at your expense.

 

(b) To cancel your order please notify us by: emailing us at [email protected] , or writing to us at 7 Oak Industrial Park, Chelmsford Road, Great Dunmow, CM6 1XN. In either case please include your name, address, details of your order and email. Refunds will be made in accordance with our refund policy (see clause 10 below). 

 

9 Damaged or faulty products and your other rights to terminate

(a) We are under a legal duty to supply products that conform to your order which we accepted. Therefore, if what you have bought is faulty, broken on arrival or mis-described (minor variations do not count see clause 3(a)) and we agree with you following an examination of the returned product, then we will (at your choice) either replace the product free of charge or, refund you the price of the product and the postage you paid for the product and any reasonable costs you incur in returning the item to us in accordance with our refund policy (see clause 10 below). Simply return the faulty product to us unused by sending the product to the address shown in the refund policy.

(b) You also have the right to terminate the contract between you and us for the supply of any product where:

• 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;

• there is a risk that supply of the products may be significantly delayed because of events outside our control; 

• we have suspended or have notified you that we are going to suspend supply of the products for a period of more than 14 days beyond the order delivery date specified in your order confirmation email; or

• where we have done something wrong or failed to do something in breach of the contract between you and us.

(c) In any of the circumstances detailed above please notify us by e-mailing us at [email protected] , or writing to us at 7 Oak Industrial Park, Chelmsford Road, Great Dunmow, CM6 1XN, detailing the cause for concern.  The contract will end as soon as we receive your notification and if you are entitled to a refund we will refund you in full for the price of any products (plus postage costs) you have paid for and which have not yet been provided.

(d) As a consumer, you will always have legal rights in relation to products that are faulty or not as described. These legal rights are not affected by the returns policy in this clause 9 or these terms. Advice about your legal rights is usually available from your local Citizens' Advice Bureau.

 

10 Refunds

(a) If you end the contract with us for any reason after products have been dispatched to you or you have received them, you must return them to us. If you are exercising your right to change your mind you must return the products to us as soon as reasonably practicable and in any event within 14 days of telling us you wish to end the contract. 

(b) You will be responsible for the cost of returning the products to us unless:

• the products you received are faulty or not as described; or 

• 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. (see clause 9(d)).

(c) You must take reasonable care of the products while they are in your possession and products must be returned to us unused and in their original packaging. 

(d) If you chose to return any products to us, we will not be responsible for loss or damage to them in transit. If you are returning your products by post, we recommend that products are sent by registered post with your local post office or by courier so that you can track the products and that you always retain evidence of posting or proof of shipment and the tracking number until the purchase price has been refunded. 

(e) If products are damaged or lost in delivery we reserve the right to charge you, or not to refund any amounts due to you, that are attributable to the loss or damage.

(f) We will refund to you using the same method originally used by you to pay us for your purchase.

(g) If you cancel your order in accordance with these terms you will receive a full refund of the price you paid for the products including delivery costs except as follows:

• we are only obliged to refund delivery costs for the least expensive delivery method we offer (for table tennis tables our basic delivery charge is included in the purchase price). Therefore, if you chose a more expensive form of delivery when ordering (e.g. same-day delivery) we will not pay the difference between this method of delivery and our standard method of delivery;

• we may reduce your refund to less than the original purchase price (excluding delivery costs) to reflect any reduction in the value of the products if this has been caused by your handling of the products. You have a legal obligation to take reasonable care of the products while they are in your possession and are responsible for the risk of damage during transport. 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. 

(h) We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then we will process any refund due to you as soon as possible and, in any case, no later than 14 days after the day we receive the returned products from you.

 

11 Delivery

(a) Delivery charges and timescales will vary depending on the delivery address and the delivery method you select when you submit an order to us. Details of estimated delivery times are given on our website. Please read clause 16 about what happens if there is an event outside our control which results in a delay in delivery or failure to deliver the product. We will contact you with a revised estimated delivery date if there is an event outside our control.

(b) We will use our best efforts to deliver your products by the estimated delivery date quoted on the product pages of our website.  If we are unable to meet the estimated delivery date we will contact you with a revised estimated delivery date. 

(c) Delivery will be completed when we deliver the products to the address you gave us. 

(d) If no one is available at your address to take delivery and it is not possible to leave the products securely at the premises, you will be left a note informing you that delivery has been attempted and that products have been returned to our courier’s premises, in which case, please contact us or our courier to rearrange delivery.  There are usually redelivery charges due if you are not home for a pre-arranged appointment.

(e) If after a failed delivery, you do not re-arrange delivery or collect the products from the delivery depot notified to you 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 to rearrange delivery or collection we may end the contract and we will refund you the money you have already paid for the order but reserve the right to deduct from the refund a reasonable sum as compensation for any costs we have incurred as a result.

(f) We are responsible for the products until the point they are delivered to you. You are responsible for the products on delivery and will own the products once we have received your order payment in full.

(g) You should check all products you receive against your order as soon as possible. If you discover that the products are damaged or mis-described after delivery, it is advisable to tell us as soon as possible as your legal rights as a consumer vary depending on the time period. 

(h) We cannot accept any liability for loss of earnings or any other expenses incurred by you for a failed delivery. Delivery appointments are not guaranteed and whilst the majority arrive on the day they are booked it is possible for things to go wrong. If there are delays we will do our best to keep you informed.

 

 

12 Price of products and delivery charges

(a) The prices of the products will be as quoted on our website from time to time. We take all reasonable care to ensure that the prices of products are correct at the time when the relevant information was entered onto the system. However, if we discover an error in the price of any products you ordered, please see clause 12(e) for what happens in this event.

(b) Prices for our products may change from time to time, but changes will not affect any order which we have confirmed with a Shipping Confirmation.

(c) The price of a product includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the products in full before the change in VAT takes effect.

(d) Delivery of orders over £50 is usually free (there are charges for the Highlands and Islands and some remote areas). Order under £50 will be subject to a delivery charge as detailed on our website.

(e) Our website contains a large number of products. It is always possible that, despite our reasonable efforts, some of the products on our website may be incorrectly priced. If we discover an error in the price of the products you have ordered we will inform you of this error and we will give you the option of continuing to purchase the product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.

 

13 Discount and promotion codes

(a) Occasionally, we may offer special promotions (such as discounts or offers) on certain products. We have the right to withdraw such promotions at any time and they may also be subject to time restrictions, availability and other terms and conditions. 

(b) To avoid disappointment, please ensure you check the terms for a promotional offer before trying to redeem it.  

(c) We may occasionally offer promotional discounts, with or without a promotion code. Promotions with codes are usually only valid for one transaction and once the code is used it will be deactivated and will no longer be valid.

(d) Promotions cannot be added to an order after the order is confirmed, therefore you must ensure that the voucher is registered before you confirm and pay for the products. 

(e) We do occasionally work with third parties to offer promotions related to our products but we are not responsible for promotions related to our products where such promotions are published on external websites or other media which have not been approved by us. 

 

14 Events outside our control

(a) We may have to suspend performance of the contract between us if we are unable to perform our obligations due to any act, event or non-happening, omission or accident outside our reasonable control which includes: 

• strikes, lock-outs or other industrial action by third parties; 

• civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;

• fire, explosion, snow, storm, flood, earthquake, subsidence, epidemic or other natural disaster; 

• failure of public or private telecommunications networks; 

• impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; 

• the acts, decrees, legislation, regulations or restrictions of any government; or

• any failure or service outage that falls outside our control.

(b) 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 in which case we will contact you as soon as reasonably possible. If we have to suspend delivery of the product for longer than 14 days beyond the estimated delivery date then unless you agree to the revised date you may contact us to end the contract and we will refund any sums you have paid in advance for the product in accordance with our refund policy. Where we do we will have no further liability to you. 

 

15 Other important terms

(a) We may transfer our rights and obligations under a Contract to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer or you feel that the service you are now receiving is not the same then you may contact us to end the Contract within 14 days of being notified of it and we will refund you any payments you have made in advance for products not provided.

(b) 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. 

(c) 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, except as explained in clause 15(b) in respect of our guarantee.

(d) 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.

(e) Which laws apply to this contract and where you may bring legal proceedings. Contracts for the purchase of products through our website will be governed by English law and you can bring legal proceedings in respect of the products in the English and Welsh 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 another European Union country you can bring legal proceedings in respect of the products in either the country in which you live or the English courts.

 

16 Contact us

If you have any questions about us, these terms, our website or our products, please do not hesitate to contact us at [email protected]; or by post to Xylem Holdings Ltd. 7 Oak Industrial Park. Chelmsford Road. Dunmow. CM6 1XN. We will confirm receipt of this by contacting you in writing, normally by e-mail.