What these terms cover. These are the terms and conditions on which we supply products to you.
Who these terms apply to. These Terms apply only if you are buying products on our site in the course of your business, craft or profession. These Terms do not apply if you are a consumer. If you are buying products on our site as a consumer, our Consumer Terms and Conditions apply to such purchases, which can be accessed here.
Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

INFORMATION ABOUT US AND HOW TO CONTACT US

Who we are. We are WEX Trade, a trading style of Direct Online Services Limited, a company registered in England and Wales. Our company registration number is 06642691 and our registered office is at Brearley Court Baird Road, Waterwells Business Park, Quedgeley, Gloucester, GL2 2AF. Our registered VAT number is GB 948 3957 63.
How to contact us. You can contact us by telephoning our customer service team at 0345 22 22 611 or by writing to us at [email protected] or via post; Customer Services, Direct Online Services LTD, Brearley Court Baird Road, Waterwells Business Park, Quedgeley, Gloucester, GL2 2AF.
How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
“Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

OUR CONTRACT WITH YOU

These Terms apply to the order by you and supply of Products by us to you (“Contract”). No other terms are implied by trade, custom, practice or course of dealing.
The Contract is the entire agreement between us in relation to its subject matter. You acknowledge that you have not relied on any statement, promise or representation or assurance or warranty that is not set out in the Contract.
These Terms and the Contract are made only in the English language.
Please follow the onscreen prompts to place an order. Each order is an offer by you to buy the goods specified in the order (“Products”) subject to these Terms.
Accuracy of information. Our order process allows you to check and amend any errors before submitting your order to us. Please check the order carefully before confirming it. Please also ensure that all contact information, such as telephone numbers and/or email addresses provided to us are complete and accurate. It will not be possible to change these details after your order has been placed with us. You are responsible for ensuring that your order and any specification submitted by you is complete and accurate.
When you place an order with us you are making an offer to buy Products from us subject to these Terms. Our acceptance of your order will take place when we email you to accept it, at which point our Contract will come into existence between you and us.
If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing or we will contact you by telephone and we will reimburse in full any sums you have already paid to us in relation to the Product. This might be because the Product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the Product, or because we are unable to meet a delivery deadline you have specified.
Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
Order tracking. You may track the status of your order by contacting us or, where such functionality is available, through the Order Status Page on our website.
The total price of any order must exceed a minimum value set by us. Where such a minimum value is not exceeded, we reserve the right to refuse or delay any order until such minimum value is exceeded.
Product Variances. Any samples, drawings, descriptive matter or advertising produced by us and any descriptions or illustrations contained on our website are produced for the sole purpose of giving an approximate idea of the Products referred to in them. They shall not form part of the Contract nor have any contractual force.
We principally sell to the UK. Our website is principally for the promotion of our Products in the UK. Unfortunately, we do not currently deliver to addresses in Northern Ireland or otherwise outside the UK. It is our aim to deliver our Products to customers in the EU in future but unless we have confirmed that we are able to do so, delivery to the EU is not currently available.

CHANGES TO YOUR ORDER

Changing your order. After we have confirmed that your order has been accepted by us it may be possible to make changes to the order should you require. If you wish to make a change to the Product(s) you have ordered, or the date, time, or location for delivery, please contact us as soon as possible. We will do our best to accommodate your request and will let you know if the change is possible. Please note that we reserve the right to charge storage costs in the event that you request to delay delivery for 8 weeks or more from the order date. For further information about such storage costs please contact us.
Changing your order if it includes bespoke products. Please see our Bespoke Service Terms and Conditions.
Impact of accepted changes. If a requested change is possible, we will let you know if this affects the price of the Product, the cost or timing of delivery, or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If you agree to make the changes, we will confirm the changes to you by email.
If we cannot make the changes. On some occasions it may not be possible to make changes to an order, for example if the order contains bespoke items or if the order has already been dispatched or prepared for dispatch. This is not an exhaustive set of examples and there may be other reasons why we cannot make changes to an order. We will explain that to you if it is the case.

OUR PRODUCTS

Products may vary slightly from their pictures. The images of the Products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer’s display of the colours accurately reflects the colour of the Products. The Products may vary slightly from those images.
Product tolerances. Although we have made every effort to be as accurate as possible, because our Products are made using natural materials, all sizes, weights, capacities, dimensions, and measurements indicated on our website are subject to a manufacturing tolerance. Details of the manufacturing/product tolerances will be set out on the Product page for each Product.
Colour variation. We will always attempt to colour match Products ordered on a multiple basis but due to the natural characteristics of Products and the manufacturing processes used we do not guarantee any replication of colour from piece to piece and from batch to batch. We reserve the right to change the décor of our Products at any time and if this affects any order you have already placed with us we will let you know.
Natural materials. During manufacture, our suppliers go to great lengths to remove nearly all natural imperfections from the surface of the Products. To not render the timber characterless, natural imperfections are deemed acceptable and you accept that knots and minor shakes, which do not affect the performance of the Products, are acceptable and shall not constitute faults or defects. Larger natural imperfections may occasionally appear on the underside of the Products, and these shall not constitute faults or defects as long as they do not affect structural rigidity.
Our timber Products are kiln dried to further improve product quality. Gradual movement of timber due to natural contraction and expansion however cannot be prevented and after installation small cracks may appear, a few millimetres in width. This comes as a standard with all timber and is accepted as the nature of each individual section of wood and is not a fault or defect. Any movement is a natural characteristic and is not deemed a fault. Any minor cracks are not faults or defects and can be filled neatly and easily using a similar coloured wax filler if necessary.
Samples. Any sample provided by us shall be treated as an approximate guide only. Stave widths, lengths, colours, and appearance of Products can vary from piece to piece and from batch to batch. Due to the natural characteristics of the Products and the manufacturing processes used, colours cannot be replicated uniformly and therefore we cannot and do not offer a sale by sample service. Any Products sold by us are sold by description only and you accept this when ordering any Products from us.
Making sure your measurements are accurate. If we are making the Products to measurements, you have given us you are responsible for ensuring that these measurements are correct.
Storage, installation, and maintenance of products. Please refer to the storage, installation and/or maintenance information as set out on our website here. We are not responsible for any damage or defects to Products which arise as a result of any failure by you or any person acting on your behalf to:

install the Products correctly; or
store the Products in accordance with our instructions and guidance or such instructions or guidance of the relevant product manufacturer; or
maintain the Products in accordance with our aftercare instructions, whether such instructions originate from us or the relevant product manufacturer.

Manufacturer’s warranty. We will let you know if the Products have the benefit of a manufacturer’s warranty on the Product pages on our website.
Product packaging may vary. The packaging of your Products may vary from that shown on images on our site.
We reserve the right to amend the specification of the Products:

if required by any applicable statutory or regulatory requirement;
implement minor technical adjustments and improvements; or
to change the décor of the Products

we shall notify you in any such event.

RETURNS AND CANCELLATIONS

Products supplied in accordance with the Contract cannot be returned without our prior written authorisation. Duly authorised returns shall be sent to our premises at your expense.
Tell us you want to cancel. If you would like to cancel an order before the Products have been dispatched, please contact us at the earliest opportunity by doing one of the following:
1. Phone or email. Call customer services on 0345 22 22 611 or email us at [email protected]. Please provide your name, home address, details of the order and, where available, your phone number and email address.
2. Online. Complete the form on our website.
How we will refund you.If, in our absolute discretion, we agree to cancel your order, the total value of the order will then be kept on account/customer record for ease of use against your next order. If you would like to cancel your order and it has already been routed (from 12pm the day before delivery), there will be a £40+VAT cancellation fee.
Faulty or mis-described cancellation. If you have returned the Products to us under this clause 6 because they are faulty or mis-described, we will, at our option, either offer replacement Products or credit your account/customer record with the value of the returned Products for use against a future order. This will be your sole remedy in respect of the faulty or misdescribed Products.

DELIVERY, TRANSFER OF RISK AND TITLE

When we will provide the products. We will contact you with an estimated delivery date when we email you to confirm our acceptance of your order. Occasionally our delivery to you may be affected by an Event Outside Our Control. See clause 13 (Events outside our control) for our responsibilities when this happens.
Delivery dates and times are estimates. Whilst we always endeavour to deliver the Products to you on any estimated delivery date or time given or agreed, we cannot guarantee delivery will take place on a particular day or at a particular time and time of delivery is not be of the essence. We strongly advise that you do not schedule installers or other trades people to work with or on the Products until the Products have been delivered to you and you have inspected them to ensure that they are in a satisfactory condition and free from defects or damage.
We are not responsible for delays outside our control. We will not be responsible for any costs or losses you incur as a result of any decision by you to schedule installers or other trades people to attend on a particular date or at a particular time before delivery has been completed or your inspection of the Products has taken place.
When delivery is completed. Unless you have notified us that you wish to collect the Products from our premises, delivery is complete once the Products have been unloaded at the address for delivery set out in your order and the Products will be at your risk from that time.
Delivery by external delivery service partners (“couriers”). Where Products will be delivered to you by a courier, we will notify you as soon as possible of the name of the relevant courier and we will provide you with any tracking information supplied to us by the courier. Once we have passed the Products to the courier for dispatch and delivery, you may track the status of the delivery directly with the courier using the tracking information provided. Should you require any changes to delivery after we have passed Products to the courier, we recommend that you contact the courier directly using the contact information provided to you by us or the courier themselves. We cannot guarantee that the courier will be able to accommodate any changes requested by you after the Products have been dispatched.
Your responsibility to prepare for delivery. Delivery will be made to the nearest ground floor access point at the building located at the delivery address only. We will not deliver up or down stairs/steps from the ground floor access point. We do not deliver via windows, and we will not place Products in lifts or elevators. It is your responsibility to ensure that there is clear access both for the delivery vehicle, our delivery personnel, or the courier to enable delivery to take place safely. If there are any obstructions preventing delivery into the nearest ground floor access point, our delivery personnel or the courier will place the Products at the nearest safest point. Delivery personnel and couriers will be unable to remove footwear during delivery and it is your responsibility to cover and protect any flooring from dirt or damage which may occur. We will not be responsible for any damage that is not caused by us or to the extent that it is caused by your negligence.
If you are not at home when delivery is attempted. If no one is available at your address to take delivery and the Products cannot be posted through your letterbox, we will be in touch to discuss rearranging the delivery. Please note, this will incur a re-delivery fee.
If you do not re-arrange delivery. If you do not collect the Products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from one of the depots described in clause 7.9 below, or such other depot specified by the relevant courier, 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 resell or otherwise dispose of part or all of the Products and, after deducting reasonable storage and selling costs, charge you for any shortfall below the price of the Products.
Collection by you. If you have asked to collect the Products from our premises, collection will only be possible at pre-agreed times on weekdays (excluding public holidays) unless we have notified you otherwise. We are able to offer collection from the following depots: Gloucester, Harlow, Redhill, Chesterfield, Warrington, Glasgow, and Birmingham. We will contact you using the telephone number you provide during the order process to notify you when the Products are ready for collection. We cannot guarantee the Products will be available before such notification has been given. Our staff will not be able to assist you with loading the Products for onward transport. It is your responsibility to ensure that you have appropriate transport and people available to complete loading of the Products. We shall have no responsibility for any injury sustained by any person you engage to assist you with the collection of Products from us or as a result of the loading them on to transport, unless such injury is caused by our negligence. For collections, delivery will be completed once the Products have been collected by you or a carrier organised by you to collect them from us, and the Products will be at your risk from that time.
When you own products. You own the Products once we have received payment in full, including of all applicable delivery charges.
If we fail to deliver the Products. Our liability is limited to the cost of obtaining replacement Products of a similar description and quality in the cheapest market available, less the price of the Products. However, we will not be liable to the extent that any failure to deliver was caused by an Event Outside Our Control, or because you failed to provide adequate delivery instructions or any other instructions that are relevant to the supply of Products.
If you fail to take delivery. If you fail to take delivery (including when you have notified us that you want to collect Products from our premises) within 10 days after the day on which we notified you that the Products were ready for delivery, we may resell part of, or all the Products and after deducting any reasonable storage and selling costs, account to you for any excess over the price of the Products or charge you for any shortfall below the price of the Products.

PRICE OF PRODUCTS AND DELIVERY CHARGES

Where to find the price for the product. The prices of the Products will be as quoted on our website at the time you submit your order. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information was entered onto the system. However, please see clause 8.5 for what happens if we discover an error in the price of Products you ordered.
Prices for our Products may change from time to time, but changes will not affect any order you have already placed.
We will pass on changes in the rate of VAT. The price of Products excludes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the Products in full before the change in VAT takes effect.
Where to find the price for the delivery. The price of the Products does not include delivery charges. Our delivery charges are as advised to you during the check-out process, before you confirm your order.
What happens if we got the price wrong. We sell a large number of Products through our site. It is always possible that, despite our reasonable efforts, some of the Products on our site may be incorrectly priced. If we discover an error in the price of the Products, you have ordered we will contact you to inform you of this error and we will give you the option of continuing to purchase the Products at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. If we mistakenly 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 cancel supply of the Products and refund you any sums you have paid.
“Free delivery” applies to first attempt only. If a “free delivery” promotion has been applied to your order, this will apply only in relation to the first delivery attempt. If additional attempts are required these will be charged at our normal rates as described on our website.
When we will charge Interest. If you fail to make a payment due to us under the Contract by the due date, then, without limiting our remedies under clause 12, you shall pay interest on the overdue sum from the due date until payment of the overdue sum, whether before or after judgment. Interest under this clause 8.7 will accrue each day at 4% a year above the Bank of England’s base rate from time to time, but at 4% a year for any period when that base rate is below 0%.
All amounts due under the Contract shall be paid in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
End of year 2024 promo T&Cs apply as follows. Promotion 1- free fabrication off your next Formica Aria 20mm order. Only applicable on one order and free fabrication applicable up to the value of £500. Order must be placed by 13.12.2024. To get your free fabrication, order must be sent to [email protected]. Promotion 2- An additional 30% off Formica splashbacks using the keycode EXTRA30. Order must include a worktop to qualify for 30% off the splashback only. Maximum of 20 Formica splashbacks can be purchased. Promotion 3- purchase 2 x Acoustic panels and get entered into the prize draw for Just Eat Vouchers. A total of 4 x £50 vouchers can be won. Order must be placed by 13.12.2024. Vouchers will be distributed from 18.12.2024. These will be delivered via Royal Mail First Class however we are unable to guarantee Pre-Christmas delivery. Promotion 4- Win with WEX Trade prize draw. This includes 3 x Christmas Hampers, 2 x £50 Amazon Vouchers, 2 x WEX Trade £50 vouchers and 5 x Wooden Chopping Boards. Orders must be placed before 13.12.2024 to be included within the prize draw. These will be delivered via Royal Mail First Class however we are unable to guarantee Pre-Christmas delivery.

HOW TO PAY

We accept payment with all major credit and debit cards. We charge your credit or debit card at the point of payment. We accept cash payment for orders under £500 only. You must pay for the Products before we dispatch them.

OUR WARRANTY FOR THE PRODUCTS

The Products are intended for use only in the UK. We do not warrant that the Products comply with the laws, regulations or standards outside the UK.
We provide a warranty that on delivery, the Products shall:

subject to clause 4, conform in all material respects with their description;
be free from material defects in design, material and workmanship; and
be of satisfactory quality (within the meaning of the Sale of Goods Act 1979).

Subject to clause 10.4, if:

you give us notice in writing within 48 hours of delivery that some or all of the Products do not comply with the warranty set out in clause 10.2;
we are given a reasonable opportunity of examining the Products; and
we ask you to do so, you return the Products to us at our cost,

we will, at our option, repair or replace the defective Products, or credit your account/customer record with the value of the returned Products for use against a future order.

We will not be liable for breach of the warranty set out in clause 10.2 if:

you make any further use of the Products after giving notice to us under clause 10.3;
the defect arises as a result of us following any drawing, design or specification supplied by you;
you alter or attempt to repair the Products without our written consent;
the defect arises as a result of fair wear and tear, wilful damage, negligence, or abnormal storage or working conditions; or
the Products differ from their description or specification as a result of changes made to ensure they comply with applicable statutory or regulatory requirements.

Work on products after delivery or collection constitutes acceptance. If you carry out work on a Product after delivery or collection, for example by installing, cutting, oiling (save for a test patch), or otherwise making alterations which remove the Product from its original condition, you will deemed to have accepted the Product as free from defects or damage. If you later report defects or damage, you will be deemed to have caused them unless you can demonstrate that the defect or damage was present on delivery or collection.
We will only be liable to you for the Products’ failure to comply with the warranty set out in clause 10.2 to the extent set out in this clause 10.
The terms implied by sections 13 to 15 of the Sale of Goods Act 1979 are, to the fullest extent permitted by law, excluded from the Contract.
These Terms also apply to any repaired or replacement Products supplied by us to you.

OUR LIABILITY

References to liability in this clause 11 include every kind of liability arising under or in connection with the Contract including but not limited to liability in contract, tort (including negligence), misrepresentation, restitution or otherwise.
Nothing in these Terms limits or excludes our liability for:

death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation;
breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); or
any other liability that cannot be limited or excluded by law.

Subject to clause 11.2, we will under no circumstances be liable to you for:

any loss of profits, sales, business, or revenue;
loss of business opportunity;
loss of anticipated savings;
loss of goodwill; or
any indirect or consequential loss.

Subject to clause 11.2, our total liability to you for all losses arising under or in connection with the Contract will in no circumstances exceed 100% of the price of the Products.
Except as expressly stated in these Terms, we do not give any representations, warranties, or undertakings in relation to the Products. Any representation, condition or warranty which might be implied or incorporated into these Terms by statute, common law or otherwise is excluded to the fullest extent permitted by law. In particular, we will not be responsible for ensuring that the Products are suitable for your purposes.

TERMINATION

Reasons we may suspend or end the contract. Without limiting any of our other rights, we may suspend the supply or delivery of the Products to you, or terminate the Contract with immediate effect by giving written notice to you if:
1. you commit a material breach of any term of the Contract and (if such a breach is remediable) fail to remedy that breach within 14 days of you being notified in writing to do so;
2. you fail to pay any amount due under the Contract on the due date for payment;
3. you suspend, threaten to suspend, cease or threaten to cease to carry on all or a substantial part of your business;
4. your financial position deteriorates to such an extent that in our reasonable opinion your capability to adequately fulfil your obligations under the Contract has been placed in jeopardy; or
5. you are abusive or aggressive to our staff or our external delivery service partners.
Termination of the Contract shall not affect your or our rights and remedies that have accrued as at termination.
Any provision of the Contract that expressly or by implication is intended to come into or continue in force on or after termination shall remain in full force and effect.

EVENTS OUTSIDE OUR CONTROL

We are not responsible for delays outside our control. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under the Contract that is caused by any act or event beyond our reasonable control (“Event Outside Our Control”).
If an Event Outside Our Control takes place that affects the performance of our obligations under the Contract:

we will contact you as soon as reasonably possible to notify you; and
our obligations under the Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.

COMMUNICATIONS BETWEEN US

When we refer to “in writing” in these Terms, this includes email.
Any notice or other communication given under or in connection with the Contract must be in writing and be: (i) delivered by hand; (ii) sent by pre-paid first-class post or other next working day delivery service; or (iii) sent by email.
A notice or other communication is deemed to have been received:

if delivered by hand, at the time the notice is left at the proper address;
if sent by pre-paid first-class post or other next working day delivery service, at 9.00 am on the second working day after posting; or
if sent by email, at 9.00 am the next working day after transmission.

In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email, that such email was sent to the specified email address of the addressee.
The provisions of this clause shall not apply to the service of any proceedings or other documents in any legal action.

GENERAL

Assignment and transfer. We may assign or transfer our rights and obligations under the Contract to another entity. You may only assign or transfer your rights or your obligations under the Contract to another person if we agree in writing.
Variation. Any variation of the Contract only has effect if it is in writing and signed by you and us (or our respective authorised representatives).
Waiver. If we do not insist that you perform any of your obligations under the Contract, or if we do not exercise our rights or remedies against you, or if we delay in doing so, that will not mean that we have waived our rights or remedies against you or that you do not have to comply with those obligations. If we do waive any rights or remedies, we will only do so in writing, and that will not mean that we will automatically waive any right or remedy related to any later default by you.
Severance. Each paragraph of these Terms operates separately. If any court or relevant authority decides that any of them is unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
Third party rights. The Contract is between you and us. No other person has any rights to enforce any of its terms.
Governing law and jurisdiction. This Contract is governed by English law and each party irrevocably agrees to submit all disputes arising out of or in connection with this Contract to the exclusive jurisdiction of the English courts.

SCHEDULE 1

Bespoke Service

The following terms and conditions apply to our bespoke goods and fabrication service and supplement our standard Business Ts & Cs which will also apply to the service and the Products supplied to you. The "fabrication service" includes, but is not exclusive to, all works detailed on our fabrication service page, e.g. machining, oiling, and other fabrication works.

ORDER PROCESS

WEX Trade customers can only access our bespoke tool by telephone: 0345 22 22 611 or by email: fabrication@wextrade.co.uk or online at https://www.wextrade.co.uk/info/bespoke-worktop-tool/.
When using the online tool, you will be asked to confirm your diagram at the point of purchase.
When ordering via phone or email, one of our trained specialists will respond to all bespoke goods and fabrication requests with a formal quotation document. This will outline the proposed customisation work. You may accept or reject the quotation provided.
Accuracy of information. You are responsible for ensuring that either your online order or the quotation that you receive is complete and accurate before you confirm acceptance of it. We will not be able to amend any order once you have accepted the corresponding diagram.
Making sure your measurements are accurate. You must make sure that the dimensions, other relevant information and materials provided are correct for your required use. You must also ensure that any diagram we produce for you is consistent with and compatible with those plans. We are not able to check plans for you. We cannot be held liable if the dimensions, diagrams or other information provided by you are subsequently found to be incorrect or incompatible with any architectural or other plans you are working from.
If you accept the quotation and diagram provided you may place an order with us for the proposed customisation work. You are also responsible for ensuring that any order you place with us is complete and accurate. We will not be able to amend your order once we have accepted it.
If we can accept your order. If we confirm acceptance of your order, the contract will be formed subject to these terms and conditions and our standard Business Ts & Cs.
We do not accept responsibility for orders that are not received due to network connection issues. We also do not accept responsibility for any delays caused by our communications not being received by you due to the operation of a spam or other filter within your email account. It is your responsibility to ensure that communications from you have been received by us (and conversely from us by you), and to seek confirmation from us via other mediums (such as telephone) for avoidance of doubt, if necessary.
When does the fabrication service commence. We will commence the fabrication service once we have received the required payment from you in cleared funds and the design diagram has been confirmed either online or by email as described in clause 2, below.

FABRICATION DIAGRAMS

When ordering via email or phone. Following receipt of payment for your order, a diagram will be created according to your requirements. The diagram detailing your requirements will be sent to you by email, usually within three working days of receipt of your order payment, for you to confirm the final specification. It is your responsibility to confirm this diagram as soon as possible. Any machining will not be commenced until we have received your confirmation by email. The fabrication time quoted at the start of the order will not be applicable until we have received your confirmation of the diagram supplied. If we have not received confirmation of the diagram by email within a reasonable period of time, we reserve the right to delay delivery of the Products as a result.
When ordering via the website [online bespoke tool]. You will confirm your diagram and make payment via the Online Bespoke Worktop Tool when producing your design. No further alterations are possible after you confirm this diagram and construction may begin straight away. The fabrication time quoted at the start of the order will be applicable from the point at which you confirm your diagram. A member of our team will manually review confirmed diagrams and may contact you to confirm a specific measurement. If so, your order may take longer to produce.

CANCELLATION OR AMENDMENTS TO ORDERS

When you don’t have the right to change your mind. You do not have a right to change your mind and cancel a contract in respect of any Products which will be, or have been, provided, customised, and/or assembled by us (or our suppliers) to your order, i.e. products created through our fabrication service, including products which are made to your measurements or which are in any way installed, cut, oiled (save for a test patch), altered to remove them from their original condition or otherwise hand finished to your requirements.
In exceptional circumstances and in our absolute discretion, we may allow you to cancel fabrication work should we deem this necessary, but only if the goods have not yet been subject to customisation. If we do agree to allow you to cancel your order on this basis, we will credit your account/customer record with the value of the cancelled order for use against a future order. We reserve the right to retain an amount from such credit to cover the costs we have incurred in performing the services up to the point of cancellation. We reserve the right to offer or withdraw this cancellation option at our discretion.
If we cannot make the changes. We cannot make changes to your order after you have provided confirmation that the diagram is agreed for the fabrication service. However, should you notice an error, please contact us as soon as possible, within 24 hours of our written acceptance of your order, and we will consider a request for a change to your order. Our assessment on whether a change can be accommodated is final and we reserve the right to deny any request for change after point of diagram confirmation for the fabrication service.

FAULTY GOODS

In the rare event that customised or bespoke goods are found to be faulty, we will, at our option, either arrange to repair or replace the items or credit your account/customer record with the value of the cancelled order for use against a future order (subject to the provisions set out in clause 10 of our standard Business Ts & Cs). If we opt to repair or replace the items, we will endeavour to complete this work as soon as practicable. We may wish to collect the items in order to carry out any such repair.
If a service has not been carried out with reasonable care and skill, we will, at our option, repeat or fix the service or provide you with credit to your account/customer for use against a future order in relation to the part of the service which was not carried out to standard.
Once we have completed the steps set out in clause 4.1 or 4.2, as is relevant, we shall have no further liability to the you in respect of faulty goods or services not provided with reasonable care and skill.

DELIVERY

Delivery dates and times are estimates. Whilst we use reasonable endeavours to deliver any bespoke items within the timeframe quoted at the point of order, any timeframe provided is our best estimate only. This is due to the custom manufacturing process required to produce certain goods to your requirements.
We recommend that all of our customers allow an additional 42 days in the event of any unforeseen delays in the manufacturing process.
Changing your delivery date. If you wish to change your delivery date following placement of an order where delivery of any oak kitchens or cabinets are concerned, we must be informed at least five working days prior to the original date of delivery. Due to production and logistic schedules, changes requested after this time cannot be accommodated.
When we may charge storage costs. Please note that we reserve the right to charge storage costs in the event that you request to delay delivery for 8 weeks or more from the order date for any goods produced via our fabrication service. For further information about such storage costs please contact us.
When final delivery dates are booked or where delivery date changes are made, we require 15 working days' notice before the end of the 8-week period to avoid storage costs being accrued. Where a delivery date is changed or cancelled within two working days of the pre-arranged original delivery date, a re-delivery fee equal to the standard delivery charge will apply.

TOLERANCES

All works have a + / - 3 millimetre tolerance.