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Consumer Terms

ROCCBOX LIMITED

Conditions of sale

What these terms cover.

These are the terms and conditions on which we supply products to you.

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.

Who we are

We are ROCCBOX LIMITED a company registered in England and Wales. Our company registration number is 08580224 and our registered office is at Units 18/19 Christchurch Business Park, The Runway, Christchurch BH23 4FL. Our registered VAT number is GB 199 9113 53.

How to contact us

You can contact us by telephoning our customer service team at 01425204999 or by writing to us at [email protected] and our registered office address above.

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.

About You

You confirm that You are over 18 and the valid holder and owner of any credit or debit card used during Services. We reserve the right to refuse your order at our discretion.

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.

If we cannot accept your order.

If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because 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.

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.

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.

Delivery costs.

The costs of delivery will be as displayed to you on our website. We deliver throughout the United Kingdom and the European Union although delivery to remote areas may incur a surcharge. Areas such as parts of Scotland, the Scottish Highlands, Ireland, Northern Ireland, remote areas of Wales and Lands End Cornwall and other areas of Europe as defined by the courier company may incur an additional delivery surcharge. Contact us for further information on courier rates to your address.

When we will provide the products.

During the order process we will let you know when we will provide the products to you. We will send you an email before or on the morning of your delivery date with delivery details so you are able to track your order.

Please notify us in advance of any delivery difficulties, which may be expected. This includes narrow road access or helpful hints and tips of how to find you. Failure to do so may result in an additional delivery charge liable to the customer. Please Note: Delivery vehicles can be very large and adequate space and access is required.

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.

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. Please note that a re-delivery charge may apply.

If you do not re-arrange delivery.

If after a failed delivery to you, you do not re-arrange delivery or collect the products 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 2 will apply.

Guarantee against damage in transit

The products are insured against damage in transit.

Upon arrival, if there is any present or visible damage to the products, refuse delivery by refusing signature and returning the product with the delivery driver.

You must inform the delivery driver of the reason for refusal and the delivery driver must co-sign the delivery note.

Please DO NOT sign for delivery if the product is damaged and DO NOT accept goods as ‘damaged in transit’ as the transit insurance will be void.

Contact us on +44 (0)1425 204999 immediately to report damages and ensure fast replacement of the products.

When you become responsible for the product.

The product will be your responsibility from the time we deliver the product to the address.

When you own goods.

You own a product which is goods once we have received payment in full.

Reasons we may suspend the supply of products to you.

We may have to suspend the supply of a product to:

  • deal with technical problems or make minor technical changes;
  • update the product to reflect changes in relevant laws and regulatory requirements.

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.

We may also suspend supply of the products if you do not pay.

If you do not pay us for the products when you are supposed to (see clause 4) and you still do not make payment within 7 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not suspend the products where you dispute the unpaid invoice (see clause 10.6). We will not charge you for the products during the period for which they are suspended. As well as suspending the products we can also charge you interest on your overdue payments (see clause 10.5)

Returns Policy

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:

  • – 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).
  • – If you want to end the contract because of something we have done or have told you we are going to do.
  • – If you have just changed your mind about the product.
  • – 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 6.

Ending the contract because of something we have done or are going to do.

If you are ending a contract for a reason 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:

  • – 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 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
  • – you have a legal right to end the contract because of something we have done wrong.

 

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.

Our goodwill guarantee.

Please note, these terms reflect the goodwill guarantee offered by ROCCBOX Limited of Units 18/19 Christchurch Business Park, The Runway, Christchurch BH23 4FL to its UK customers, which is more generous than your legal rights under the Consumer Contracts Regulations in the ways set out below. This goodwill guarantee does not affect your legal rights in relation to faulty or misdescribed products (see clause 2):

Right under the Consumer Contracts Regulations 2013 How our goodwill guarantee is more generous
14 day period to change your mind. 30 day period to change your mind.
Roccbox to pay costs of return. Consumer to pay costs of return.

Please note that to take advantage of our goodwill guarantee, the products must be in their original, unused condition, returned in their original packaging with a copy of the original delivery note provided.

This does not affect your statutory rights.

How long do I have to change my mind?

You have 30 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 30 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.

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 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 the contract in these circumstances, 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.

Tell us you want to end the contract.

To end the contract with us, please let us know by doing one of the following:

Phone or email

Call customer services on +44 (0) 1425 204999 or email us at [email protected] Please provide your name, home address, details of the order and, where available, your phone number and email address.

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 goods in person to where you bought them, arrange for them to be returned to our registered address at Units 18/19 Christchurch Business Park, The Runway, Christchurch BH23 4FL or allow us to collect them from you. Please call customer services on +44 (0) 1425 204999 or email us at [email protected] for a return label or to arrange collection. If you are exercising your right to change your mind you must send off the goods within 30 days of telling us you wish to end the contract.

When we will pay the costs of return.

  • – if the products are faulty or misdescribed;
  • – 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.

 

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. The costs of collection will be the same as our charges for standard delivery, see our delivery policy.

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.

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 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.

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.

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.

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:

  • – 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;
  • – 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;
  • – you do not, within a reasonable time, allow us to deliver the products to you;

 

You must compensate us if you break the contract.

If we end the contract in the situations set out in clause 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.

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 +44 (0) 1425 204999 or write to us at our registered office at Units 18/19 Christchurch Business Park, The Runway, Christchurch BH23 4FL or email [email protected].

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 +44 (0) 3454 04 05 06.  The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected life of your product your legal rights entitle you to the following: up to 30 days: if your item is faulty, then you can get a refund.up to six months: if your faulty item can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.up to six years: if the item can be expected to last up to six years you may be entitled to a repair or replacement, or, if that doesn’t work, some of your money back.

Your obligation to return rejected products.

If you wish to exercise your legal rights to reject products you must, arrange delivery of the products back to us. We will pay the costs of collection. Please call customer services on +44 (0) 1425 204999 or email us at [email protected] for a return label or to arrange collection.

Price and payment

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 use our best efforts to ensure that the price of the product advised to you is correct. However please see clause 3 for what happens if we discover an error in the price of the product you order.

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.

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 in our price list, 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.

When you must pay and how you must pay.

We accept payment by all major credit and debit cards. You must pay for the products before we dispatch them. We may charge you for the products before we dispatch them to you.

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 2% a year above the base lending rate of Lloyds Bank Plc 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.

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 and we will not charge you interest until we have resolved the issue.

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.

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 will use your personal information.

We will use the personal information you provide to us:

  • to supply the products to you;
  • to process your payment for the products; and
  • if you agreed to this during the order process, to inform you about similar products that we provide, but you may stop receiving these at any time by contacting us.

We will only give your personal information to other third parties where the law either requires or allows us to do so.

We may transfer this agreement to someone else.

We may transfer our rights and obligations under these terms to another organisation.

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. However, you may transfer our guarantee at clause 4 to a person who has acquired the product. We may require the person to whom the guarantee is transferred to provide reasonable evidence that they are now the owner of the relevant item or property.

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 2 in respect of our guarantee. 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.

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.

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.

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 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.

 

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