TERMS OF SERVICES
- These terms
1.1 What do these terms cover. These are the terms and conditions on which we supply our Products to you. In these terms, where we refer to Products, we mean the goods we sell to you.
1.2 Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide the Products to you, how you and we may end the contract, what to do if there is a problem, and other important information.
- Information about us and how to contact us
2.1 Who we are. We are vGroup International of Unit 7, Erica Road Stacey Bushes, Milton Keynes, England MK12 6HS, a company registered in England and Wales. Our company registration number is 252879862 and our registered office is at Unit 7, Erica Road Stacey Bushes, Milton Keynes, England MK12 6HS.
2.2 How to contact us. You can contact us by using the contact details set out at https://vgroupinternational.com/contact/
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, or via the social media channel, you have contacted us through.
2.4 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
2.5 About the words that we use on our website and how we approach our consumers on the pages and blogs. We use ‘we’, ‘us’, ours’ and ‘you’ and yours’
- Our contract with you
3.1 How we will accept your order. Our acceptance of your order will take place when we email you a purchase confirmation, at which point a contract will come into existence between you and us. Once a contract has been formed you are under an obligation to pay for, and we are under a duty to supply you with, the Products by this contract.
3.2 If we cannot accept your order. If we are unable to accept your order, we will email you to inform you and refund any payment you have already made. We may be unable to accept your order 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.
4.2 Product packaging may vary. The packaging of the Product may vary from that shown in images on our website.
4.3 Customised Products. If we are custom making the Product to your required measurements, sizes, specifications, or other instructions, you are responsible for ensuring that these details and any other related information, are correct.
- Your rights to make changes
5.1 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).
- Our rights to make changes
6.1 Minor changes to the Products. We may change the Product:
6.1.1 to reflect changes in relevant laws and regulatory requirements, for example, to address a change in health and safety laws; and
6.1.2 to implement minor technical adjustments and improvements, for example, to address a security threat.
6.2 More significant changes to the Products and these terms. There may be occasions where we need to make more significant changes to the Products or these terms. However, if this occurs then we will notify you and set out what changes we intend to make. 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 at the point of order
7.2 When we will provide the Products. During the order process, we will contact you to confirm when the order has been dispatched and to provide an estimated delivery date, which unless we have otherwise agreed will be within 30 days after the day on which we accept your order.
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 minimize 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.
7.4 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 and/or cannot be left with a neighbor or in a secure place, our delivery provider will leave you a note informing you of how to rearrange delivery or collect the Products from the delivery provider’s local depot or its collection point.
7.5 If you do not re-arrange delivery. If after a failed delivery to you, you do not re-arrange delivery of the Products from our delivery provider or collect them from the delivery provider’s depot we will contact you for further instructions and may charge you for the delivery provider’s storage costs and any further delivery costs. If despite our reasonable efforts, we are unable to contact you or re-arrange delivery we may end the contract and clause 10.2 will apply.
7.6 When you become responsible for the Products. A Product will be your responsibility from the time we deliver the Product to the address you gave (or a neighbour or a secure place).
7.7 What will happen if you do not give the required information to us. We may need certain information from you so that we can supply the Products to you, such as selected options and personal details to include your full name, email address, contact telephone number, delivery, and billing addresses, and delivery details. If so, this will have been stated in the description of the Products on our website or during the order process. 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.
7.8 Reasons we may suspend the supply of Products to you. If any of the following circumstances arise, we may have to suspend your order before despatch:
7.8.1 a need to deal with technical problems or to make minor technical changes;
7.8.2 changes in relevant laws and regulatory requirements requiring updates to be made to the Product; or
7.8.3 changes are required to be made to the Product as requested by you or notified by us to you (see Clauses 5 and 6).
7.9 You’re rights if we suspend the supply of Products. We will contact you to tell you we will be suspending your order. 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 more than 14 days, and we will refund any sums you have paid in advance for the Product.
- 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:
8.1.1 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 to get some or all of your money back), see Clause 11;
8.1.2 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;
8.1.3 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, applicable taxes, and customs duties;
8.1.4 In all other cases (if we are not at fault and there is no right to change your mind), see Clause 8.6.
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 8.2.1 to 8.2.5 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:
8.2.1 we have told you about an upcoming change to the Product or these terms which you do not agree to (see Clause 6.2);
8.2.2 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;
8.2.3 there is a risk that supply of the Products may be significantly delayed because of events outside our control;
8.2.4 we have suspended supply of the Products under Clause 7.8 for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for more than 14 days; or
8.2.5 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 don’t have the right to change your mind. You do not have a right to change your mind in respect of:
8.4.1 any Products which have been customized or personalized for you, or which are otherwise bespoke, which we would not be able to resell, such as bespoke lining carpet;
8.4.2 Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; and
8.4.3 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) receives the Products, unless:
8.5.1 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.
8.5.2 Your Products are for regular delivery over a set period. 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 goods 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 for the net costs we will incur as a result of your ending the contract.
- How to end the contract with us
9.1 How to cancel your order. To end the contract with us, please let us know by contacting us (see Clause 2.2 for our contact details). 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 return the Products by posting them back to us at Unit 1a, Rawfolds Industrial Estate, Rawfolds, Cleckheaton BD19 5LT. If you are exercising your right to change your mind you must return 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:
9.3.1 if the Products are faulty or misdescribed; or
9.3.2 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, you must pay the costs of return including any applicable taxes and customs duties.
9.4 How we will refund you. We will refund you the price you paid for the Products including delivery costs where applicable under Clauses 9.3.1 or 9.3.2, by the method you used for payment. However, we may make deductions from the price, as described below.
9.5 Deductions from refunds. If you are exercising your right to change your mind 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 that would not generally be permitted. If we refund you the price paid before we can inspect the Products and later discover you have unacceptably handled them, you must pay us an appropriate amount.
9.6 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 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.
- Our rights to end the contract
10.1 We may end the contract at any time by writing to you if:
10.1.1 you do not make any payment to us when it is due and you still do not make payment within 30 days of us reminding you that payment is due;
10.1.2 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, your address for delivery or your bank details for billing purposes; or
10.1.3 you do not, within a reasonable time, allow us to deliver the Products to you.
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 have incurred as a result of your breaking the contract.
- If there is a problem
11.1 How to tell us about problems. If you have any questions or complaints about the Products or the Services, please contact us. Please see Clause 2.2 for how you can contact us.
11.2 We are under a legal duty to supply Products that conform with this contract. See the box below for a summary of your key legal rights about 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.
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.
See also Clause 8.3.
See also Exercising your right to change your mind (Consumer Contracts Regulations 2013).
11.3 Your obligation to return rejected Products. If you wish to exercise your legal rights to reject Products you must post them back to us. We will pay the costs of postage.
- Price, payment, and additional charges
12.1 Where to find the price for the Product. The price of the Product (which includes VAT but excludes the cost of delivery) will be the price indicated on the order pages when you placed your order. We use our best efforts 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 provide the Products, we will adjust the rate of VAT that you pay, unless you have already paid 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 recognized 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 payment with Visa, Mastercard, Maestro, American Express, Amazon Pay, Google Pay, Apple Pay, PayPal, Mobile Pay, and Klarna. You must pay for the Products including any delivery costs and any related services before we dispatch them but we will provide you with more information during the purchase process of when and how you must pay. Where an order is placed by telephone, e-mail, or through one of our social media channels, we will issue an invoice to you by email. Once we receive payment we will process the order. If you pay by PayPal, please see www.paypal.com for information on PayPal payments.
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.
- Our responsibility for loss or damage suffered by you
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 the loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. 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 about the Products as summarised at Clause 11.2.
13.3 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
14.1 How we will use your personal information. We will only use your personal information as set out in our privacy policies.
- 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 organization. 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. 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.
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 with our written consent.
15.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any right to enforce any of its terms.
15.4 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.
15.5 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 or 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.
15.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts. You may bring a claim to enforce your consumer rights in connection with these Terms and Conditions before the courts of your resident country, as laws in your country of residence may also apply to allow you certain levels of consumer protection.