1. Information about us and how to contact us
1.1 Who we are. We are United Wheels UK Limited a company registered in England and Wales. Our company registration number is 12936853 and our registered office is at 100 New Bridge Street, London, United Kingdom, EC4V 6JA. Our registered VAT number is GB369427753.
1.2 How to contact us. You can contact us by telephoning our customer service team at 0330 912 7543, by emailing us at support@unitedwheels.eu
1.3 How we may contact you. If we have to contact you about your order we will do so by email or telephone using the details you provided to us in your order.
2. These terms
2.1 These are the terms and conditions on which we supply goods to you.
2.2 Please read these terms carefully before you submit your order to us. There’s lots of helpful information set out in these terms including details about price, delivery and returns. If you can’t find what you need or have a complaint, feel free to contact our customer service team. Remember to quote your order reference number if you have one.
2.3 These terms are regularly reviewed to ensure they are up to date, so please check the date at the top of the page to make sure you have read through the latest copy. Each time you shop with us, the latest set will apply.
2.4 If you see something that doesn’t look quite right, please feel free to contact us.
3. Who you are:
To shop with us, you need to:
3.1 be at least 16 years old;
3.2 have a credit or debit card that we accept (see bottom of page for details of current payment providers); and
3.3 be authorised to use that credit or debit card (e.g. it is in your name or you have permission to use it).
4. Placing an order
4.1 All orders are subject to availability and confirmation of the order price.
4.2 Once you have submitted your order, you should receive an acknowledgment email from us confirming receipt of your order. We will send a further email accepting your order (which will include an order reference number) once we are happy that we will be able to fulfil it. This is when a contract will come into existence between us. If for any reason we cannot accept your order, we will send you an email with a reason why. Sometimes this can happen if we don’t have enough of the goods in stock, or if we have an issue with our delivery network. If we’ve had to suspend the supply of certain goods, for example if there is a suspected technical fault or we are updating the goods to reflect changes in regulatory requirements, we will be sure to notify you as soon as we can. We hope this won’t happen, but if it does, we won’t charge you for any unfilled order.
4.3 Sometimes we may need certain information from you so that we can supply the goods to you. If this is the case, this will have been stated in the description of the goods on our website. 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 end the contract. We will not be responsible for supplying the goods 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.
4.4 Our website is solely for the promotion of our goods in the UK. Unfortunately, we do not deliver to addresses outside the UK.
5. Our goods
5.1 We will always do our best to make sure the information on our website is accurate and up to date. However from time to time we may change the goods to implement minor technical adjustments and improvements.
5.2 The images of the goods on our website are for illustrative purposes only. Although we make every effort to display the goods accurately, we cannot guarantee that a device's display of the goods accurately reflects every detail of the goods. Your goods may vary slightly from those images.
5.3 If we do make a mistake (for example the price or description of the goods on our website is incorrect), we will always put our hands up and tell you. If you have already placed an order and you are not happy to go ahead with the purchase, we will cancel the order and refund any money already paid. If you have already received the goods, we will cover the costs for the goods to be returned to us. Alternatively, we can confirm the order for you at the correct price.
5.4 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
6. Changing your order
6.1 We can’t usually make changes to your order once we have acknowledged it. If you need to make a change, please contact us to cancel your order so that you can re-order.
7. Delivery
7.1 When you place your order you will be given various options for delivery to choose from. Our charges for delivery are displayed here on our website, and will depend on the delivery method you choose. We’ll give you an estimated delivery date in our email accepting your order so that you know when to expect it.
7.2 We may refuse delivery for safety or other reasons, such as local laws or regulations.
7.3 Our delivery partners offer a “drop-off only” delivery option. If you authorise us to do this when you place your order we will deliver your goods to a secure location outside your home, such as a garage, carport, or other sheltered area.
7.4 If you aren’t in when we try to deliver and there is no drop off delivery instruction, we will leave you a slip so that you can re-arrange your delivery. If we don’t hear from you, and you don’t rearrange your delivery, we will get in touch so that you can tell us what you want to do. If we can’t get hold of you, your order may be cancelled and you’ll need to re-order.
7.5 If we require a signature at the time of delivery, you or a person over the age of 18 authorised by you (Eligible Person) must be available to accept the delivery. If we are unable to make the delivery on the agreed date because there is no Eligible Person at home then we will leave a card confirming that we have attempted delivery. It will then be your responsibility to contact us to arrange a new delivery date
7.6 If you have asked to collect the goods from our premises, you can collect them from us at any time during our working hours of [9am – 5.30pm on weekdays (excluding public holidays) and Saturdays]
7.7 The goods will be your responsibility from the time we deliver them to the address you gave us or you collect them from us.
8. Your legal rights if we deliver goods late
8.1 You have legal rights if we deliver your goods late. If we miss the delivery deadline for any goods then you may treat the contract as at an end straight away if any of the following apply:
(a) we have refused to deliver the goods;
(b) delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
(c) you told us before we accepted your order that delivery within the delivery deadline was essential.
8.2 If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under clause 8.1, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.
8.3 If you do choose to treat the contract as at an end for late delivery under clause 8.1 or clause 8.2, you can cancel your order for any of the goods or reject goods that have been delivered. If you wish, you can reject or cancel the order for some of those goods (not all of them). After that we will refund any sums you have paid to us for the cancelled goods and their delivery. If the goods have been delivered to you, you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please contact us to request a return label or to arrange collection.
9. Delays outside our control
9.1 Sometimes there might be a delay in meeting the estimated delivery date due to factors outside our control, for example bad weather or carrier delays. We will make sure we keep you updated and will always try to provide you with a revised delivery date. If you haven’t received your order, and haven’t heard from us, please contact us so that we can update you. If there is a risk of a substantial delay, you will always have the option to cancel your order and request a refund.
10. Returns policy
Faulty or misdescribed goods
10.1 We are under a legal duty to supply goods that comply with this contract. Nothing within these terms affects your statutory rights.
10.2 If you have received a faulty item, please contact us within 30 days so that we can provide you with a refund. We will just need your order reference number and a description of the fault so that we can investigate and make sure that other customers haven’t been affected. Remember, we don’t cover faults that happen because of misuse, accident, neglect or normal wear and tear.
10.3 If you contact us outside our 30 day returns period, but within twelve months of receiving the goods and depending on the nature of the fault, we may offer either a repair or replacement.
10.4 If you have received faulty goods, we will need them to be returned.
If you change your mind
For most goods bought online you have a legal right to change your mind within 14 days and receive a refund under the Consumer Contracts Regulations 2013
10.5 If you change your mind, we are happy to give you a refund or exchange if you contact us within 14 days of receiving the goods.
10.6 You will need to tell us that you have changed your mind within the refund period. You can do this by contacting us. Please provide your name, home address, details of the order and, where available, your phone number and email address.
10.7 You will be able to request a refund if you have opened the goods to inspect them, but not if you have already used them. If we notice that the goods have been used, or handled in a way that would not be permitted in a shop, we may have to deduct any loss in value from your refund. Please make sure you return the goods in its original, undamaged packaging, along with any accessories. There are some exclusions, which are detailed below under ‘when we can’t offer a refund or exchange’.
10.8 In order to return goods to us you will need a returns reference and a returns label. We will provide these to you once the return has been authorised. Please contact us so that we can arrange collection.
10.9 We will pay the costs of return:
(a) if the goods are faulty or misdescribed; or
(b) if you are ending the contract because we have told you about an upcoming change to the goods 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
10.10 We will refund you the price you paid for the goods, plus any costs paid by you for delivery of the goods to you by the method you used for payment. We aim to refund you within 14 days of receiving the goods, or from receipt of evidence that the goods are on their way to us.
10.11 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 goods within 3-5 days at one cost but you choose to have the goods delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option
When we can’t offer a refund or exchange
10.12 We won’t be able to accept refunds or exchanges for the following:
· goods sealed for health protection or hygiene purposes, once these have been unsealed after you receive them
11. Price and payment
11.1 The price of our goods includes VAT. The total cost of your order is the price of the goods plus any applicable delivery charges, and will be confirmed to you in your order acknowledgement.
11.2 If the rate of VAT changes between your order date and the date we supply the goods, we will adjust the rate of VAT that you pay, unless you have already paid for the goods in full before the change in the rate of VAT takes effect.
11.3 We take your payment details for the price of the goods you are ordering at the time the order is placed but we will not charge your credit or debit card until we dispatch the goods to you.
12. Our responsibility for loss or damage suffered by you
We are responsible to you for foreseeable loss and damage caused by us.
12.1 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. 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 do not exclude or limit in any way our liability to you where it would be unlawful to do so.
12.2 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 goods including the right to receive goods 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 for defective goods under the Consumer Protection Act 1987.
We are not liable for business losses.
12.3 We only supply the goods for domestic and private use. If you use the goods 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.
13. How we may use your personal information
We will only use your personal information as set out in our Privacy Notice
14. 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 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. However, you may transfer any guarantee that we provide in relation to the goods to a person who has acquired them from you. We may require the person to whom the guarantee is transferred to provide reasonable evidence that they are now the owner of the relevant goods.
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, except as explained in clause 14.2 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.
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 goods, we can still require you to make the payment at a later date.
14.6 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 goods in the English courts. If you live in Scotland you can bring legal proceedings in respect of the goods in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the goods in either the Northern Irish or the English courts.