Terms & Conditions

These Terms & Conditions apply to all sales of goods and services by Dacorum Appliances, a trading name of Cloisters Ltd (“we”, “us”, “our”).

They do not affect your statutory rights.

1.1 These Terms & Conditions, together with any documents referred to within them, set out the basis on which we supply goods and services to you.

1.2 These Terms & Conditions are governed by English law and subject to the non-exclusive jurisdiction of the courts of England and Wales.

2.1 Any order placed by you constitutes an offer to purchase goods and/or services subject to these Terms & Conditions.

2.2 You must be 18 years or over to place an order and able to accept delivery within our delivery area.

2.3 Orders may be placed in-store, by telephone, or online. Order acknowledgements (verbal, written, or electronic) do not constitute acceptance.

2.4 A legally binding contract is formed only when we have issued a written sales confirmation and received full payment for the goods and/or services.

2.5 We reserve the right to refuse or cancel any order at our discretion, including circumstances relating to delivery access as set out in Section 5. Where payment has been taken, a full refund will be issued promptly.

3.1 All prices are quoted in UK Sterling and include UK VAT at 20%, where applicable.

3.2 Delivery, installation, removal, and other additional services are charged separately unless explicitly stated otherwise.

3.3 We reserve the right to amend prices to reflect:

• Supplier price increases
• Changes in taxes or duties
• Errors or omissions in published pricing

If a pricing error is identified prior to dispatch, you will be contacted and given the option to proceed at the correct price or cancel for a full refund. We are under no obligation to supply goods at an incorrect price, even after order acknowledgement, but before dispatch.

3.4 Payment must be made in full prior to delivery or installation. We do not accept cash or cheques.

Payment is accepted by bank transfer or by debit/credit card processed through our authorised payment provider. Orders will not be processed until cleared payment has been received.

4.1 All goods and services are subject to availability and may be withdrawn at any time.

4.2 Product descriptions, images, and specifications are provided by manufacturers and are intended to be accurate. Minor variations may occur.

4.3 If we are unable to supply an item, we will notify you as soon as possible and refund any payments made. We are not liable for any additional losses arising from non-supply.

5.1 We offer free delivery within a 20-mile radius of HP2 4RP, subject to access and property conditions. Delivery outside this area may be available by prior agreement, and additional charges may apply.

5.2 Delivery may be made into a room of your choice or kerbside, depending on access and the services selected.

5.3 An adult (18+) must be present to sign for all deliveries. Failure to accept delivery on an agreed date may result in additional charges.

5.4 Additional delivery charges may apply for:

• Non-ground-floor properties
• Restricted, difficult, or unsafe access
• Large, heavy, or specialist appliances

5.5 Delivery dates are estimates only. We are not liable for delays caused by factors beyond our control, including supplier delays.

5.6 If delivery is delayed by more than 14 days due to stock availability, you may cancel the order for a full refund.

5.7 Goods must be inspected on delivery. Signing for goods confirms receipt in apparent acceptable condition, without prejudice to your statutory rights.

5.8 The seller reserves the right to refuse a sale, cancel an order, or refuse to deliver an item where access to the property is restricted, unsafe, or unsuitable, or where inaccurate or incomplete information has been provided by the purchaser.
This includes, but is not limited to, incorrect details regarding floor level, stair access, lifts, narrow access points, parking, or unloading restrictions.

6.1 Installation services are subject to availability and additional charges.

6.2 You are responsible for ensuring:

• Clear and safe access to the property
• Adequate space for the appliance
• Suitable existing electrical, gas, water, and waste connections

6.3 We do not carry out building work, alterations, or modifications, including lifting flooring or altering cabinetry.

6.4 Existing appliances will only be disconnected or removed where this service has been ordered in advance.

6.5 Where installation cannot proceed due to unsuitable conditions, a failed installation charge may apply.

6.6 Gas appliances will only be installed where this service is provided by a Gas Safe registered engineer.

7.1 Where applicable under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days from the day after delivery, provided goods are unused and returned in original packaging.

7.2 Refunds under the cooling-off period will be processed within 14 days of receipt of returned goods.

7.3 Installed, built-in, or used appliances may not be eligible for cancellation unless faulty. This does not affect your statutory rights where goods are faulty or misdescribed.

8.1 Your statutory rights under the Consumer Rights Act 2015 are not affected.

8.2 If a fault occurs within 30 days of delivery, you may be entitled to a repair, replacement, or refund.

8.3 For unboxed or used items, faults must first be reported through the manufacturer’s warranty or guarantee process. It is the customer’s responsibility to register warranties.

8.4 Any return carriage costs are the customer’s responsibility in the first instance. Where a product is confirmed as faulty, return carriage costs will be reimbursed.

8.5 Where we have installed a built-in appliance and it is confirmed to be faulty and requires replacement, we will take responsibility for its removal.

8.6 Non-fault returns must:

• Be unused
• Be returned in full original packaging
• Have all associated carriage and handling costs paid by the customer

9.1 All appliances are supplied with a manufacturer’s guarantee, typically a minimum of 12 months.

9.2 Manufacturer guarantees do not cover misuse, neglect, accidental damage, or non-domestic use unless stated otherwise.

10.1 We process customer data in accordance with applicable data protection legislation.

10.2 Customer information is not sold or shared with third parties. We may contact you with service updates or promotional information, which you may opt out of at any time.

Dacorum Appliances is a trading name of Cloisters Ltd, registered in England and Wales