Terms & Conditions

Terms & Conditions

The Legal Stuff...

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.

Before you place an order, if you have any questions relating to these conditions please contact us by e-mail, or call us on 0151 708 4192..


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.


In registering with us online 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
  • 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.

Description of Products

Each product purchased is sold subject to its Product Information as detailed on each web page.

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 exactly as they are physically on a computer screen.

All measurements are given in centimetres and are taken from the maximum points of measurement unless otherwise stated as provided by our suppliers.


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 website by payment button at the end of the check-out process. When pressing this button you are entering into a contract to purchase and funds will be deducted from your account by our payment provider at this point as we do not hold onto your payment details. You will be guided through the process of placing an order by a series of simple instructions on the website.

We will send to you an order acknowledgement email, detailing whether the items ordered 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 but this will be arranged with you in the first instance for large/special order item.

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 for any reason.
* 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.

Refusal of Transaction

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.

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 and processed in £ sterling and are inclusive of VAT (where applicable) at the current rates and currencies at the time of entering the information onto the system but please note your own card issuer may use their own rates. The total cost of your order is the price of the products ordered plus delivery charges (where applicable). Orders shipped outside the European Union and in their currencies are exclusive of VAT and it is the responsibility of the customer to deal with any taxation issues in their own country.

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, as such, 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 processing fee included in the cost of your purchase. This is absorbed by us. 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.

Privacy Policy

Utility treats your personal information with the utmost confidentiality. This is kept 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 to do so.

Shipping and Returns

It is absolutely essential you read our delivery conditions as set out on our Delivery Page

Returns & Refunds

We guarantee your satisfaction and all products come with a 14 day cooling off period from the time of delivery. This excludes furniture, lighting, rugs which are special order ie: bespoke or upholsterered items ordered for a particular customer and are not held in stock (stated as being special order/ available in x number of weeks on the product's page), 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 14 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. Any postage costs paid or incurred by us in dispatch and click and collect charges will not be refunded. We maybe able to arrange collection but this is subject to these terms and conditions. The cost of this will be incurred by the customer and agreed before collection is arranged. This will be deducted from the refund value.

All returns must be unused or undamaged in any way and be in re-saleable condition commensurate with how they are received. In accordance with European legislation 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 or paid in advance - we will give you the option but customers' are responsible for their own return postal/courier charges. Please note if the return of any item(s) reduces the total order value to below £60.00 and our free carriage paid order threshold we will refund the itm return value, less the cost of carriage (£5.25) to cover our initial outward bound courier charge.

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 Items

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 and photographs will be required of both the damage to the product and the packaging. We will respond and advise what course of action must be taken in these circumstances. Items may 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. 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'.

Deliveries outside the E.U tax area

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.

Lighting and Electrical Items

All lighting and electrical products sold on our website are 220-240v. If purchasing from outside the EU please ensure your local voltage is compatible before completing your purchase.

Waste Electrical and Electronic Equipment Regulation 2006

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.

To reduce the amount of electrical items going to landfill the government has introduced, under European Law, new regulations called The Waste Electrical and Electronic Equipment (WEEE) Regulations.

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

Promotional Codes and Discount Vouchers

Where promotional codes or discount vouchers are advertised, the following terms & conditions apply:

  • Offer is time limited and valid from date range advertised on Utility website, social media channels & newsletters.
  • Not to be used in conjunction with any other live offer or discount.
  • Promotion doesn't apply to sale items.
  • Promotion doesn't apply to delivery charges.
  • Brand exclusions apply.
  • Discount codes can not be redeemed retrospectively.

Recyle Locator 

Questions regarding this policy should be directed to us at :

Utility Retail Limited
15 Skyhawk Avenue
Dakota Business Park
L19 2QR