Consumer Terms & Conditions

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These are the terms and conditions ("Terms") on which we supply our goods ("Goods") to you. Please read them carefully before you submit your order to us. These Terms only apply if you are purchasing the Goods as a consumer. They do not apply if you are purchasing the Goods for business purposes (in which case our commercial terms will apply).

• Basis of Sale (conditions 1-6)

• The Goods (conditions 7-14)

• Providing the Goods to you (conditions 15-19)

• Acceptance & Risk (conditions 20-21)

• Payment (conditions 22-28)

• Intellectual Property (condition 29)

• Your Cancellation Rights (conditions 30-33)

• Our Right to End the Contract (conditions 34-35)

• Our Liability to You (conditions 36-39)

• Gift Card (condition 40)

• Data Protection (condition 41)

• General (conditions 42-44)

• Age Restricted Sales (conditions 45-47)

• Our Complaints Procedure

Basis of Sale (conditions 1-6)

1. In these conditions "we", "us" and "our" refer to Harry’s Salvage and Restoration Ltd, also trading as Harry’s Restorations. You can write to us 30 Almswood Road, Tadley, RG26 4QG or email us at cs@harrysrestorations.co.uk. These are also the addresses to write to if you have any complaints. "You" and "your" refer to the customer who places an order for our Goods (“Order”) with us. We operate the domain name www.harrysrestorations.co.uk.

2. Please check that the details in your Order are complete and accurate before you place your Order. If you think that there is a mistake in the order form, please ask us to confirm any changes in writing, as we only accept responsibility for any changes made in writing by our authorised employees and agents. Please ensure that you read and understand these Terms before you place an Order because you will be bound by the Terms once a contract comes into existence.

3. By placing an Order with us, you confirm that you are over 18 years old. We reserve the right at our sole discretion not to accept any Order. We do not accept orders from outside the UK.

4. Our acceptance of your Order will take place when we issue an Order confirmation, we email you that we will accept your Order or we tell you that we will supply the Goods, at which point a contract will come into existence between us on the basis of your Order, these Terms and our price list.

5. We shall assign an order number to the Order and inform you of it. Please quote the Order number in all subsequent correspondence with us relating to the Order.

6. We reserve the right to revise and amend these Terms from time to time. Please check our Terms each time you place an Order.

The Goods (conditions 7-14)

7. The images of our products on our website and in our catalogue are for illustrative purposes only. Your Goods may vary slightly from those images. Any advice contained in our website (including user guides) is for general guidance only. You are responsible for determining whether the Goods are suitable and appropriate for your intended use. The packaging of the Goods may vary from that shown on images on our website or in our catalogue. In particular, please read all manuals and safety instructions provided with our Goods, and follow them carefully at all times.

1. We may make changes to the Goods in order to reflect changes in relevant laws and regulatory requirements or to implement minor technical adjustments and improvements. These changes will not affect your use of the Goods. If we need to make more significant changes after we accept your Order but before you receive your Goods, we will notify you and you may then contact us to end the contract and receive a full refund. If you do not contact us, we will assume that you have confirmed the Order.

2. We warrant that, for a period of 12 months from the date that you collect the Goods or they are delivered to you, the Goods shall:

   • conform in all material respects with their description, subject to any qualification or representation contained in the brochures, advertisements or other documentation;

   • be of satisfactory quality;

   • be fit for any purpose we say the Goods are fit for or for any reasonable purpose for which you use the Goods;

   • be free from material defects in design, material and workmanship; and

   • comply with all applicable statutory and regulatory requirements relating to the Goods in the United Kingdom.

3. If the Goods do not conform with the warranties set out in condition 9, we will have the option to repair or replace the Goods, or provide you with a refund. This warranty does not apply to any defect in the Goods arising from fair wear and tear, willful or accidental damage caused by you or any third party, if you use the Goods in a way that we do not recommend, failure to follow our instructions, or any alteration or repair you carry out which we have not authorised.

4. We reserve the right at our discretion to process non-conforming Goods under the manufacturer’s warranty where we consider it reasonable to do so.

5. The warranty in condition 9 will apply to any repaired or replacement Goods we supply to you for the remaining balance of the warranty period.

6. This warranty is in addition to your statutory rights in relation to the Goods and does not affect them. This warranty is only offered to consumers resident in the UK.

Providing the Goods to you (conditions 15-19)

1. You may either collect the Goods from our premises or ask us to deliver them to you. The cost of delivery will be told to you during the order process or be set out in our current price list.

2. If you have asked to collect the Goods from our premises or not told us that you want us to deliver them, you can collect them from us at any time during our opening hours from the premises stated on our website.

3. We will try to deliver your Goods as soon as practicable. However occasionally delivery may be affected by factors outside our control and so cannot be guaranteed. We will tell you if this is the case and will take steps to minimise the effect of the delay. You should tell us as soon as possible if you do not receive your Goods within one week of placing your Order or within one week of any estimated delivery date that we give you, whichever is the later. Any dates quoted by us for delivery are estimates only. If we are unable to deliver your Goods within 30 days of the estimated delivery date, you may cancel your Order and get a full refund for those Goods.

4. If you have asked us to deliver the Goods and no one is available at your address to take delivery, we will leave you a note informing you of how to rearrange delivery.

5. If you do not collect the Goods from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery 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 Condition 34 will apply.

Acceptance & Risk (conditions 20-21)

1. Ownership of the Goods passes to you when you have paid for them in full, along with any delivery charges (where applicable). You will be responsible for the Goods when we deliver them to you (if you have asked us to deliver them) or when you collect them from us.

2. When you receive the Goods, you should check them as soon as possible, and, if possible, let us know within 10 days of receipt if there are any problems. Please retain all packaging until you are satisfied with the Goods. You will be responsible for any loss or damage to the Goods which occurs after they have been delivered to you or you have collected them, unless there is a defect.

Payment (conditions 22-28)

1. The price of the Goods (which includes VAT) will be the price set out in our online price list in force at the date of your Order unless we have agreed another price in writing. We take all reasonable care to ensure that the price of the Goods advised to you is correct. However please see condition 27 for what happens if we discover an error in the price of the Goods you order.

2. We will require payment of the price for the Goods in full before we dispatch them or make them available for collection unless we agree otherwise in writing with you.

3. Details of our delivery charges and methods of payment for the Goods are shown in the relevant sections of our sales documentation.

4. Any payments that are overdue will bear interest at the rate of 6% per annum above the base rate of Barclays Bank plc from the date that payment was due until the date of actual payment. This interest shall accrue on a daily basis from the due date until date of actual payment of the overdue amount, whether before or after payment. You must pay us interest together with the overdue amount. 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.

5. If you do not pay us we may suspend or cancel any outstanding Orders until you have paid the outstanding amounts. Every effort is made to ensure that our prices and descriptions are accurate at the time of going to press.

6. If an error is found or if manufacturer’s prices change before the Goods are made available for collection or delivered to you (as applicable), we will inform you as soon as possible and offer you the option of cancelling your Order or reconfirming your Order with the revised price or product. We are under no obligation to provide Goods to you at an incorrect (lower) price if the pricing error is obvious and could reasonably have been recognised by you as a pricing error.

7. VAT is included in our prices at the prevailing rate at the time of your Order and may be subject to change without notice in line with government legislation.

Intellectual Property (condition 29)

1. We are the owners or the licensee of all intellectual property (including text images, illustrations, trademarks, graphics and devices) in our website, and catalogue and any correspondence entered into from us to you.

Your Cancellation Rights (conditions 30-33)

1. If you are a consumer resident outside the United Kingdom or with a delivery address outside the UK, our Returns Policy does not apply to you.

2. Subject to the following conditions, you can cancel your Order for any reason and get a full refund at any time before you receive the Goods, or before the end of 30 calendar days after the day you receive the Goods. To cancel your Order you should write to us within that time to the address in condition 1 of these Terms. You may use this cancellation form or call the number given on our website to provide the details.

3. If you have already received the Goods:

   • you can only exercise this right to cancel your Order if the Goods are still in a re-saleable condition as new and you have retained the packaging;

   • you must return the Goods to us at your own cost and risk in any of the ways set out in our returns policy on our website (unless we are at fault, in which case we will arrange collection at our own cost);

   • you must take care to ensure the Goods are not used or damaged in the meantime;

   • if you do not return the Goods as required, we may charge you the costs of recovering them ourselves.

4. This right to cancel your Order does not apply to audio or video recordings or computer software which has been unsealed or Goods which have been made to your specifications or are clearly personalised or are liable to deteriorate or expire rapidly or which by their very nature cannot be returned.

Our Right to End the Contract (conditions 34-35)

1. We may end the contract for the Goods 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 Goods, for example, your delivery address;

   • you do not, within a reasonable time, allow us to deliver the Goods to you or collect them from us.

2. If we end the contract in the situations set out in Condition 34 we will refund any money you have paid in advance for the Goods 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.

Our Liability to You (conditions 36-39)

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, 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.

2. We do not exclude or limit our liability to you in any way 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 in relation to the Goods.

3. We only supply the Goods for domestic and private use under these Terms. 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.

4. Any commentary, advice or other materials published or distributed by us (for example but not limited to responses to email questions or message boards) are not intended to amount to advice on which reliance should be placed. We therefore disclaim all liability and responsibility arising from reliance placed on such materials by you or anyone informed of such.

 Gift Card (condition 40)

1. We currently do not offer gift cards. 

Data Protection (condition 41)

1. We will use the personal information you provide to us as set out in our privacy policy, which you can find on our website.

General (conditions 42-44)

1. Anyone who is not party to this contract does not have any rights under or in connection with the Contract (Rights of Third Parties) Act 1999.

2. 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.

3. 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.

Age Restricted Sales (conditions 45-47)

1. Where you place an order for or otherwise purchase age-restricted goods such as solvents, axes, knives, and knife blades, you confirm that you are over the age of 18 and that (where applicable) delivery will be accepted by a person over the age of 18. We reserve the right to cancel your order or purchase if we reasonably believe you do not meet the age restrictions for certain goods.

Our Complaints Procedure

We are committed to delivering the highest standard of service to our customers. We welcome comments, feedback and suggestions to enable us to continually improve the way in which we do things.

If you are not happy with our service and wish to submit a complaint then please contact us straight away. The majority of problems can be sorted out quickly by a member of our Customer Service team. There are a number of ways in which the Customer Service team can be contacted:

• By telephone on 0118 981 2959, you may need to leave a message.

• By email to cs@harrysrestorations.co.uk

• By text message to 0771 449 0974

• By WhatsApp to 0771 449 0974

Or write to:
Customer Service, Harry’s Salvage and Restoration, 30 Almswood Road, Tadley, HANTS, RG26 4QG

Please provide your name and address, including postcode, and customer number if known. If you are contacting us about a particular Order or invoice then please supply the Order or invoice number.

Our Customer Services department is open Monday to Friday 8am to 5.30pm and on a Saturday from 9am to 1pm.

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What happens next?

If you have cause to complain by telephone, we will try to resolve the issue there and then. If you send us an email or text message we will try to respond in the first instance within 24 hours and resolve the issue as quickly as possible. If it is not possible to resolve the problem straightaway then we will keep you informed of what action we are taking and any timescales. If you write to us we will try to make contact with you within 3 working days of receiving the letter.

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If the complaint is not resolved

If you are not satisfied with the way in which your complaint has been dealt with, or the outcome, please contact the Contact Centre Manager using the same contact methods as above. The Contact Centre Manager will review the complaint and resolution and will respond either immediately, or if in writing a response will be provided within 3 working days of receiving your letter, giving details of what action is being taken and when you can expect to be contacted again.

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Escalating the complaint further

If you feel that your complaint has not been resolved by the Contact Centre Manager or you are dissatisfied with the outcome please send an email to the Directors at complaints@harrysrestorations.co.uk. Letters can be sent to the address above.

We can assure you that all complaints will be:

• Taken seriously and dealt with appropriately

• Responded to and resolved as quickly as possible

• Used to improve our service in the future

If after following our internal complaints procedure you feel that we have not satisfactorily resolved your complaint, then you can access the Online Dispute Resolution platform here.