Home > Terms and Conditions
Welcome to the Utility website conditions for use. These conditions apply to the use of this Website and by accessing this Website and/or placing an order you agree to be bound by the conditions set out below. If you do not agree to be bound by these conditions you may not use or access this Website.
You are provided with access to this website in accordance with these conditions and any orders placed by you must be placed strictly in accordance with these conditions.
You warrant that:
The Personal Information which you are required to provide when you register as a customer is true, accurate, current and complete in all respects; and
You will notify us immediately of any changes to the Personal Information by contacting us by e-mail, or calling us on 0151 494 9412
You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.
You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing the Website using your shopping account and/or your Personal Information.
Each Product purchased is sold subject to its Product Description.
We will take all reasonable care to ensure that all details, descriptions, images and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the website as up to date as possible, the information and imagery including Product Descriptions appearing on this Website at a particular time may not always truly reflect the position exactly at the moment you place an order. Whilst we take every effort to ensure images and descriptions are correct we cannot guarantee these exactly reflect the true nature of the product, particularly the reflection of true colours, shades and textures which are difficult to produce on a computer screen.
All measurements are given in centimetres and are taken from the maximum points of measurement unless otherwise stated.
We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.
The technical steps required to create the contract between you and us are as follows:
You place the order for your products on the web-site by pressing the confirm order button at the end of the check-out process. You will be guided through the process of placing an order by a series of simple instructions on the web-site.
We will send to you an order acknowledgement email detailing the products you have ordered and whether they are held in stock or are required to be ordered and likely dispatch date.
As your product is shipped from our warehouse we will send you a dispatch confirmation email.
Order acceptance and the completion of the contract between you and us will take place on the dispatch to you of the Products ordered unless we have notified you that we do not accept your order or you have cancelled it in accordance with our conditions set out below.
Non acceptance of an order may take place in the following circumstances :
* The product you ordered being unavailable from stock.
* Our inability to obtain authorisation for your payment.
* The identification of a pricing or product description error.
* You not meeting the eligibility to order criteria set out in the main Conditions of Use.
The contract will be concluded in English.
We reserve the right to withdraw any Products from this Website at any time and/or remove or edit any materials or content on this Website. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any Product from this Website whether or not that Product has been sold; removing or editing any materials or content on the Website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun.
To be eligible to purchase Products on this Website and lawfully enter into and form contracts on this Website under English law you must:
* Register by providing your real name, phone number, postal/delivery address, e-mail address, payment details and other requested information
* Be over 18 years of age * Possess a valid credit or debit card issued by a bank acceptable to us
By making an offer to buy a Product, you specifically authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time, including but not limited to your debit or credit card number or credit reports, to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.
All prices are stated in £ sterling and are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system. The total cost of your order is the price of the Products ordered plus delivery charges (where applicable). Orders shipped outside the European Union are exclusive of VAT and it is the responsibility of the customer to deal with any taxation issues.
Payment can be made by any of the methods specified in the payment section of this Website and payment will be debited and cleared from your account at the time of the placing of your order. This is because, by law, we don't hold credit card details and can not take part payments.
You confirm that the credit, debit or store card that is being used is yours.
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.
All card payments incur a 2.5% fee included in the cost of your purchase. The total amount you pay is the same regardless of the payment method.
All items remain the property of Utility Retail Limited until paid for in full.
We will treat all your Personal Information as confidential. We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation from time to time in place.
When you shop on this Website, we will ask you to input and will collect Personal Information from you such as your name, e-mail address, billing address, delivery address, telephone number, product selections, credit card or other payment information and a password. We may also collect information about where you are on the internet (eg the URL you came from, IP address, domain types like .co.uk and .com), your browser type, the country and telephone area code where your computer is located, the pages of our website that were viewed during your visit, the advertisements you clicked on, and any search terms that you entered on our website ("User Information"). We may collect this information even if you do not register with us.
You should be aware that this site is being monitored and may capture information about your visit that will help us improve the quality of our service.
We confirm that any Personal Information which you provide to us (or which is available on public registers) and any User Information from which we can identify you, is held in accordance with the registration we have with the Data Commissioner's Office. We use your information only for the following purposes:
* Processing your orders;
* For statistical purposes to improve this Website and its services to you;
* To serve website content and advertisements to you;
* To administer this website;
* If you consent, to notify you of products or special offers that may be of interest to you.
You agree that you do not object to us contacting you for any of the above purposes whether by telephone, e-mail or in writing and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under the Privacy and Electronic Communications (EC Directive) Regulations 2003.
When you create a shopping account while ordering online you will be given the option to receive information from Utility by post, e-mail or telephone, about products, promotions or special offers which we feel may be of interest to you. In the event that you do not wish to be contacted for such purposes please e-mail or contact us on 0151 494 9412.
You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or User Information we are entitled do so.
Our standard shipping charge is £4.99 per order (with £2.99 for small orders) up to an order value of £25.00, though additional remote area charges may apply. Orders over £25.00 are delivered free to the U.K mainland, excluding remote area surcharges, certain furniture and larger items which will be charged at cost based on location and size. We ship with DPD (or First Class Royal Mail for lighter items) and, for larger items, our own special 'white glove' handler and all in stock items are sent on a next working day service, if ordered before 2pm (excluding Royal Mail which we send first class). Where a first delivery has been attempted, and failed, a standard delivery charge of £5.50 will be payable for each subsequent delivery attempt for UK deliveries. This is why it is imperative that you are able to arrange to be available to receive the goods. If a notice has been left or instructed for items to be left with a neighbour or placed somewhere which is not secure this is entirely at the customers own risk and Utility will not be responsible if the item not where instructed when delivery has taken place. If an attempted delivery is made, and failed, and the items are returned to us the full cost of delivery will be re-charged to cover our dispatch and return costs.
We can ship outside the UK and this is charged at cost based on size of the items required and location. These will be confirmed at the time of order/country of shipping is selected..
Stock items are normally dispatched the same day and will be delivered within 1-3 working days if DPD courier is used. If sent my Royal Mail please allow upto 28 days for delivery. Items will not be treated as lost until this time has elapsed and Royal Mail will accept a claim for loss. Non mainland/oversees customers will be advised by e-mail of the likely delivery date.
For out of stock items we will advise you by e-mail on the progress of your order and the likely delivery date.
All deliveries must be signed for and any damages, wrong deliveries and shortages notified to us within 24 hours of receipt of delivery. It is essential all packaging is retained in these circumstances otherwise this will negate any action we can take to remedy the situation. Any items not received must be advised within 14 days of the dispatch confirmation e-mail in order that this can be investigated. We will not be responsible for any non delivered items after this time or failure to advise us accordingly. Someone must be available to sign for the goods during normal working hours and this person should be known to you. We will not be responsible where the person signing for the goods is not the person who has placed the order/paid for the goods or the incorrect address details have been supplied.
Delivery will take place during normal business hours Monday to Friday and whilst we advise delivery details this maybe subject to change due to circumstances affecting our nominated courier service. Weekend deliveries can be arranged but these will be charged at the couriers cost over and above the standard delivery charge.
Delivery is made to ground floor level only. Customers must make their own arrangements for delivery to floor levels beyond or below ground floor level.
Delivery to a work address can also be arranged but this must be specified at the time of order and be signed for by the purchaser.
We guarantee your satisfaction and all products come with a 7 day cooling off period. This excludes furniture and lighting items which are special order ie: ordered for a particular customer and are not held in stock (stated as being available in x number of days on the product's page) or specific requests and sale items.
If you wish to exercise this option you should contact us by e-mail in the first instance. Returns should be made in the original, undamaged packaging within seven days from the date of delivery. We recommend returning the goods by registered/insured post. We will not be liable for any loss or damage incurred whilst returns are held by third parties. Refunds will be made once the items are received by us and a confirmation e-mail will be sent advising the refund amount.
All returns must be unused or undamaged in any way and we reserve the right to withhold a percentage of the refund value of returned goods if the product or packaging is in such a condition that the item needs to be reduced in price for resale.
If we have arranged collection the cost of this will be deducted from the refund amount.
We will only refund the card or Paypal account from which the original payment was made and will not be accountable for any currency fluctuations between the time of purchase and the refund date.
Refunds can not be given on unwanted bespoke items ie : upholstery and special order items. It is up to the customer to ensure that they are satisfied with the product specification before ordering and to ensure access is uninhibited.
Damaged or missing items (ie not enclosed within the delivery) must be notified to us within 24 hours of receipt by e-mail. This excludes light bulbs and lamps which are excluded/not covered due to potential damage during transit. All original packaging MUST BE KEPT for inspection and photographs will be required. We will respond and advise what course of action must be taken in these circumstances. Items will either be collected for inspection or we will arrange for return within seven days of delivery. This excludes items shipped overseas. In the event of damage we will advise what action can be taken but if customers are required to return these to our UK address this will be at their own cost. In order to comply with this goods must not have been signed for in good condition on receipt from the courier company. They must always be signed for 'Unchecked'.
For purchases made and delivered outside the E.U tax area the UK Vat rate (currently 20%) will be deducted during the checkout process. However, the purchaser is responsible for all their country’s local/national taxes due and any costs incurred pre-delivery. They should contact their local tax office to ensure they are happy with any taxes they may incur as Utility will not be responsible for any tax charged or cost incurred or in the event of goods being returned due to non payment of tax. In such circumstances customers are responsible for any costs Utility incurs.
Each year in the UK we go throw away over 1.2 million tonnes of electrical and electronic waste. That is the equivalent of 150 thousand double decker buses! This increase is mainly down to new technologies being developed, an increasingly affluent society and our throwaway lifestyle.
Over 75% of waste electrical products end up in landfill where lead and other toxins contained in electrical goods can cause soil and water contamination. This, in turn, can have a very harmful effect on natural habitat, wildlife and also human health. When situated near populated areas these toxins can cause problems to communities as their water and soil is polluted.
To minimise our impact on this earth and to protect the environment for future generations it is important that we are all aware of the consequences of our actions and how we can make a difference. Many of the electrical items that we throw away can be repaired or recycled. Recycling items helps to save natural finite resources and also reduces the environmental and health risks associated with sending waste electrical goods to landfill.
It is the responsibility of everyone to ensure that they minimise the impact of electrical waste on the environment and to facilitate this Utility, as a distributor of electrical items, offers a 'take back' service to end users of electrical and electronic equipment on a like for like basis ie: if you purchase a toaster we will recycle your old toaster.
Simply bring in your old electrical equipment to our store at the address below and we will deal with recycling on your behalf. Alternatively, if you have purchased on line and do not live near one of our stores simply please contact Utility within 28 days of purchase and we will provide a free of charge return service for your WEEE item.
You can also use the recycle locator below to find your nearest recycling facility if this is more convenient
Questions regarding this Policy should be directed to us at :
Utility Retail Limited
15 Skyhawk Avenue
Dakota Business Park