Terms of Sale
The price quoted includes VAT and delivery to mainland UK (excludes certain postcodes).
2. Order & Delivery
2.1 In most circumstances it is not possible to make changes to your order once you have placed it.
2.12 Delivery of items will be made 9am-5pm Monday-Friday as standard deliveries; they may also be delivered 7am-8pm if specified.
2.2 It is your responsibility to make sure the measurements of the products will fit through your door for delivery. Items returned or refused will be deemed as cancelled order and cancellation charges will apply
2.3 To add new products to your order, please call our sales team
2.4 We are unable to make any amends / cancellations to your order once goods have been dispatched or you have received notification of the delivery or a delivery have been booked.
2.5 Orders cancelled by you after despatch (this includes refused or failed deliveries due to no fault of ours) - you will be liable for the costs of the failed delivery and return of the goods back to our Returns Department.
2.6 All delivery times are estimates only.
2.7 If you cancel the contract, you have no further claim against us under that contract
2.8 If you accept the delivery of the goods after the estimated delivery time, it will be on the basis that you have no claim against us for delay (including indirect or consequential loss)
2.9 We may deliver the goods in instalments. Each instalment is treated as a separate contract.
2.10 Any deliveries that are needed to be taken up any flights of stairs on delivery MUST be reported at time of purchase or before despatch of the order. If not reported the currier has the right to refuse delivery and you will be liable for additional delivery charges. Contact customer care (01423) 222 255.
2.11 Deliveries that are needed to be taken up stairs may incur additional charges.
2.12 Curriers deliver between the hours of 7am -8pm Monday to Friday. If you would prefer a weekend delivery or would like to specify a morning or afternoon, this can be arranged for an additional charge.
2.13 Free Delivery is only on the first attempt of delivery (including collections). If the day assigned for delivery is not suitable and needs to be changed, this MUST be reported to customer care no later than 2pm the day before your delivery date. T : 01423 222 255 / email@example.com / firstname.lastname@example.org . Additional delivery attempts will be at your own cost.
2.14 Standard Delivery is 3-5 Working Days but this is subject to change or delays.
3. Returns and Cancellations
3.0 To cancel before dispatch of an item, for a full refund, you must cancel in writing by emailing us at email@example.com stating name, address and order number.
If you are a Consumer based in the UK (and not a Business or Commercial Organisation - see below) you have the right to change your mind and cancel your order for a refund, exchange or credit anytime for up to 14 days from date of delivery.
To cancel your order before despatch, please email firstname.lastname@example.org - your request will be processed within 5 working days. Following this, funds usually take 14-21 days to clear into your account.
Once despatched, if you have ordered the wrong item by mistake or simply change your mind, we will allow you 14 days from the date of your delivery to notify us if you wish to return your product/s back to us (excludes Business customers) subject to the following conditions and returns process:
The warranty associated with your product is only applicable for the original purchaser and is non-transferrable.
ALL RETURNS regardless of type of return, you MUST provide clear, well-lit photos of the whole front of the TV/Appliance (inclusive rim). As well as photos showing the TV/Appliance inside the box, with the TV/Appliance visible and sufficiently packed to confirm the item is ready for collection, email to Customercare@tvgroup.com for authorisation before returning. Any items returned without authorisation or evidence and arrives damaged are not eligible for a full refund, a partial refund will be allocated for the value of the TV in the state it arrives at the warehouse.
Unsuitable and unwanted good can be returned within 14 days for a full refund. It is your own responsibility and cost to return an unwanted/ unsuitable item, with a carrier of your own choice. The goods should be in their original packaging with all the relevant accessories. We do recommend using a reputable carrier company and additional insurance cover as our company is not liable for damages occurred in transit. You must inform customer care of the return and provide photographic evidence of the item as previously stated. T : 01423 222 255 / email@example.com / firstname.lastname@example.org.
Address : Dexter Holdings Limited (warehouse)
Unit 9 Millshaw Park Industrial Estate
Millshaw Park Close
BOX and PACKAGING original packaging is carefully opened without damage and kept for a minimum of a 30 day period (as new) or as stated in T&Cs. When returning an item, it MUST be repacked in ALL the original packaging. If you no longer have the original packaging, additional cost may occur. It will be of your own responsibility to suitably repack the item for return. You will also be liable for the return and return cost of the item and be liable for any damages that may occur in transit.
For all Returns:
3.1 You must cancel in writing by emailing us at email@example.com within 14 days from delivery of the goods.
3.2 To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order your wish to cancel and, where available, your phone number and email address.
3.3 The product must not have been used or installed or had any data inputted.
3.4 If you have opened the goods to inspect them, you must have done so with due care and must be re-packaged "as new" in their original packaging along with all unopened accessories, instruction manual and any leads supplied, and any other free gifts provided with the order.
3.5 Once authorised by us (we will issue you a Returns Authorisation), you should return the goods back to us at your cost and risk no later than 14 days from Returns Authorisation.
3.6 We will reimburse you the price paid of the cancelled goods within 10-14 working days from their return back to us provided they are in a re-sellable "as new" condition (during busier periods this may take up to 21 working days).
3.7 The value of refund includes the cost of our standard delivery service (except for any supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).
3.8 We may make a deduction from the refund for any loss in value if goods returned are not in "as new" condition" or have been used / installed or have any missing accessories / manuals / leads etc.
3.9 Unless faulty or damaged, we cannot accept returns under this policy of the following:
3.9.1 Personalised product or for products ordered to your individual specifications
3.9.2 Any personal hygiene products such as toothbrushes, shavers, headphones etc.
3.9.3 Goods ordered by a Business or a Commercial Enterprise (sales and invoices to businesses)
3.10 ANY/ALL Damages must be reported within a 48 Hours of accepting delivery, after which the goods would be deemed to have been accepted in good condition and no claims would be accepted after that.
3.11 If an item is reported and returned as faulty, if once tested and no fault found the return charges will be deducted from the refund, or payment taken before the item is returned to you.
3.12 Evidence/ confirmation MUST be given that the item is re-boxed clearly showing the item inside the box before a collection is booked.
3.13 Faulty items report after 30 days of receiving will fall under warranty, for repair.
3.14 Items reported and returned as faulty for an exchange. If once tested and no fault found your original order will be returned after cost of carriage has been paid..
4. Returns and Cancellations Charges
Refused and Non-delivered items returned back to us due to no fault of ours or our Delivery Company are treated as "Returns" and you will be liable for the costs of refused delivery and return of the goods back to us. The following charges will apply
4.1 Cost of return of a non-delivered standard kitchen appliance starts from £79.50 Plus Vat - please contact our customer services team for costs of other items.
4.2 Cancelled or Changes to Delivery after accepting the booking but prior to despatch from our couriers, you will be liable for cost of these changes at a cost of £49.50 Plus Vat
5. Returns Procedure
If you wish to return any unwanted items under the terms of our 14-day Returns Policy, please follow the procedure below. Please do not return any items back to us without prior authorisation from our Customer services team.
If your item is unsuitable or you have had a change of mind, you can return the item, which will be at your own cost. It is your responsibility to return the item safely at your own cost.
5.1 You must email us for a return’s authorisation to firstname.lastname@example.org within 14 days from delivery. You must include details of your name, geographical address, details of the order you wish to cancel and return, your phone number and contact email address.
5.2 Once we have agreed your return in principle, we will issue you a Returns Authorisation Number (RMA) and email you a Returns Form along with instructions on how and where to return your item.
5.3 Print the Returns Form and prepare your package for return - you must complete the Returns Form in full and send it back with your returned goods.
5.4 Ensure the goods are complete and as new in their original box and packaging – you must include all accessories, leads, batteries, manuals and any other free items provided with your order.
5.5 For your protection, we recommend that you use recorded-delivery service or a reputable parcel carrier or delivery company.
5.6 For additional protection, please ensure that you have adequate transit insurance to cover any loss or damage that may occur in transit.
5.7 We will contact you upon return of your product to arrange a refund or credit subject to the terms and conditions of our Returns Policy.
5.8 Under certain circumstances, we will be happy to collect any unwanted Major Kitchen Appliance and Large Screen Televisions from you provided that the product is still in its original UNOPENED box and packaging.
5.9 Typical return cost of a standard kitchen appliance (i.e. washing machine) is £99.00 from UK Mainland Addresses.
5.10 Typical return costs of large screen TVs (65" and above) start from £99.00 from UK mainland addresses.
5.11 Additional charges apply to larger bulkier items like American Fridge Freezers and / or Range Cookers as well as collections from remote areas like Scotland, Scottish Highlands and Offshore addresses.
5.12 We will be happy to quote you our costs for the collection and return of other items – please contact our customer services team by emailing email@example.com
5.13 Please allow up to 10-14 working days for our returns department to inspect and process the return.
5.14 In most instances, we will refund you using the same method you used to pay for your order - up to 10-14 working days from receipt of the goods (during busier periods this may take up to 21 working days).
5.15 Typical instances where we reserve the right to make a deduction from the refund or credit value or refuse to accept the return:
5.15.1 If the product and the packaging is not in “as new” pristine condition as supplied to you.
5.15.2 If you have used or installed or plugged in your equipment in any way.
5.15.3 If there are missing items and accessories (inc. packaging) from your return
5.15.4 Instances where the goods are returned damaged, worn, scratched, used, installed, modified, or missing any of the supplied equipment including but not limited to accessories, manuals, leads, batteries, stands, filters, screws, screens, manuals.
5.15.5 In certain circumstances, if goods returned are not "as new and unused", we reserve the right to return them back to you with an administration charge of £49 plus our cost of despatch / delivery.
5.15.6 Under the above circumstances, we will email you and inform you of the deductions and reasons within 10 working days from the date of return of your item.
5.15.7 For unused items returned back in a "not as new" condition - we have a MIN deduction of 15% to cover our costs and losses we may incur with the return and resale value of the item.
5.15.8 For used / installed items returned under this policy - we have a MIN deduction of 30% to cover our costs and losses that we may incur with the return and resale value of the item.
5.15.9 Incomplete items and missing accessories - we have a standard administration charge of £15 to cover our costs PLUS the cost of the missing accessories and/or packaging.
5.16 Any self-adjustments made to your item will result in the warranty & right to return being made null & void.
6. Business or Commercial Customers
6.1 Goods purchased by a business or commercial enterprise are excluded from our 14-Days Returns Policy. This applies to all orders with a business or company address as part of their customer order details.
6.2 In certain circumstances, we can accept return of the item/s subject to the following conditions:
6.2.1 You must email your returns request to firstname.lastname@example.org within 7 days from delivery.
6.2,2 The item/s to be returned must be as new in their UNOPENED box and packaging.
6.2.3 The item/s must be returned back to us within 14 days from the original delivery date.
6.2.4 You are responsible for the cost and safe return of the goods back to us.
6.2.5 The return will be subject to a minimum 15% administration fee PLUS our original costs of delivery and packaging.
7. Damaged/Faulty Goods
7.1 It is very rare that a product arrives damaged but if it does you can refuse the item at the point of delivery and it will be returned with the driver.
7.1.1 If in the first 30 days of purchasing your item it becomes faulty, you have a right to receive a full refund/return. Any faults reported after 30 days of purchase are eligible for a repair or exchange under warranty.
7.2 For our large appliances if delivered by an optional 2 man team we offer an unwrapping and packaging recycle service. The driver will unbox the product for you and wait while you check your product. This service allows you to report any issues at the point of delivery so the driver can take the goods back if required, this speeds up the process for us to send a replacement. Claims of damages after inspection and acceptance will not be accepted
7.3 Please check your new item as soon as it arrives, you should report any damage or missing items within 48 hours after accepting delivery, we are unable to accept any damage claims after this. Even if you’re waiting for a kitchen fitter or storing your items we highly recommend that you check them for damage first. Please do not try and fit or install damaged items without talking to us first as you may cause further damage.
7.4 How to report a damaged product:
7.4.1 Email details of the damage or fault including pictures/video which must be supplied to clearly show the issue to customer care on email@example.com within 48 hours of receiving delivery. We will aim to respond to you within 72 hours to inform you of the next steps.
8. Payment Terms
8.1 You are to pay us in cash or otherwise in cleared funds on delivery unless you have an approved credit account.
8.2 If you have an approved credit account, payment is due no later than 30 days after the date of our invoice unless otherwise agreed in writing.
8.3 If you fail to pay us in full on the due date:
8.3.1 We may suspend or cancel future deliveries.
8.3.2 we may cancel any discounts offered to you.
8.3.3 you must pay us interest at the rate set under s.6 of the Late Payment of Commercial Debts (Interest) Act 1998 calculated (on a daily basis) from the date of our invoice until payment compounded on the first day of each month; and before and after any judgement (unless a court orders otherwise):
8.3.4 we may claim fixed sum compensation from you under s.5A of that Act to cover our credit control costs; and
8.3.5 we may recover (under clause 5.7) the cost of taking legal action to make you pay.
8.4 If you have an approved credit account, we may withdraw it or reduce your credit limit or bring forward your due date for payment. We may do any of those at any time without notice.
8.5 you do not have the right to set off any money you may claim from us against anything you may owe us.
8.6 While you owe the money to us, we have a lien on any of your property in our possession.
8.7 You are to indemnify us in full and hold us harmless from all expenses and liabilities we may incur (directly or indirectly including d=financing costs and including legal costs on a full indemnity basis) following any breach by you of any of your obligations under these terms.
9.1 Until you pay all debts you may owe us;
9.1.1 all goods supplied by us remain our property:
9.1.2 you must store them so that they are clearly identifiable as our property:
9.1.3 you must insure them (against the risks for which a prudent owner would insure them) and hold the policy on trust for us;
9.1.4 you may use those goods and sell them in the ordinary course of your business, but not if; we revoke that right (by informing you in writing); or you become insolvent.
9.2 you must inform us (in writing) immediately if you become insolvent.
9.3 If your right to use and sell goods ends you must allow us to remove the goods.
9.4 We have your permission to enter any premises where the goods may be stored.
9.4.1 at any time to inspect them; and
9.4.2 after your right to use and sell them has ended, to remove them, using reasonable force if necessary
9.5 Despite our retention of title to the goods, we have the right to take legal proceedings, to recover the price of goods supplied to you not paid for by the due date.
9.6 You are not our agent. You have no authority to make any contract on behalf or in our name.
10.1 If we prepare our goods in accordance with your specifications or instructions:
10.1.1 you must ensure that the specification or instructions are accurate.
10.1.2 you must ensure that goods prepared in accordance with those specifications or instructions will be fit for purpose for which you intent to use them; and
10.1.3 you must ensure that your specifications or instructions will not result in the infringement of any rights of any third party or in the breach of any applicable law or regulation.
10.2 We reserve the right to make any changes in the specifications of our goods which are necessary to ensure they confirm with any applicable safety or statutory requirements.
10.3 We also reserve the right to make without notice any minor modifications in our specification we think necessary or desirable.
10.4 If you have any intellectual property rights over the goods, you agree hat you will not enforce those rights in respect of goods you order from us (even if the order is cancelled).
10.5 We are not liable for defects discovered in worn or washed garments.
11. Export terms
11.1 When the goods are supplied by us to you by way of export from the United Kingdom Clause 10 of these terms applies (except to the extent that it is inconsistent with any written agreement between us).
11.2 The ‘Incoterms’ of the International Chamber of Commerce which are in force at the time when the contract is made apply to exports, but these terms prevail to the extent that there is any inconsistency.
11.3 Unless otherwise agreed, the goods are supplied ex works Manchester.
11.4 Where the goods are to be sent by us to you by a route including sea transport we are under no obligation to give a notice under section 32(3) of the Sale of Goods Act 1979.
11.5 You are responsible for arranging testing and inspection of goods at our premises before shipment (unless otherwise agreed). We are not liable for any defect in the goods which would be apparent on inspection unless a claim is made before shipment. We are not liable for any damage during transit.
11.6 We are not liable for death or personal injury arising from the use of the goods delivered in the territory of another State (with the meaning of s.26 (3) (b). Unfair Contract Terms Act 1977)
12. Waiver and variations
12.1 Any waiver or variations of these terms is binding in honour only unless:
12.1.1 made (or recorded) in writing:
12.1.2 Signed on behalf of each party; and
12.1.3 expressly stating an intention to vary these terms
12.2 All orders that are you place with us will be on these terms (or any that we may issue to replace them). By placing an order with us, you are expressly waiving any printed terms you may have to extent that they are inconsistent with our terms.
13. Force majeure
13.1 If we are unable to perform our obligations to you (or able to perform them only at unreasonable cost) because of circumstances beyond our control, we may cancel any of our obligations to you without liability.
13.2 Examples of those circumstances include act of God, accident, explosion, war, terrorism, fire, flood, transport delays, strikes and other industrial disputes and difficulty in obtaining supplies
14.1 English law is applicable to any contract made under these terms. The English and Welsh courts have non-exclusive jurisdiction.
14.2 If you are more than one person. Each of you has joint and several obligations under these terms.
14.3 If any of these are unenforceable as drafted
14.3.1 It will not affect the enforceability of any other of these terms; and
14.3.2 It would be enforceable if amended, it will be treated as amended
14.4 We may treat you as insolvent if:
14.4.1 you are unable to pay your debts as they fall due to; or
14.4.2 you (or any item of your property) become the subject of: any formal insolvency procedure (examples of which include receivership, liquidation, administration, voluntary arrangements (including a moratorium) or bankruptcy); any application or proposal for any formal insolvency procedure; or any application, procedure or proposal overseas with similar effect or purpose.
14.5 All brochures, catalogues and other promotional materials are to be treated as illustrative only. Their contents form no part of any contract between us and you should not reply on them in entering into any contract with us.
14.6 Any notice by either of us which is to be served under these terms may be served by leaving it at or by delivery it to (by first class post) the other’s registered office or principal place of business. All such notice must be signed.
14.7 No contract will create any enforceable (by virtue of the Contracts (Rights or Third Parties) Act 1999) by any person not identified as the buyer or seller.
14.8 The only statements upon which you may rely in making the contract with us, are those made in writing by someone who is unauthorised representative and either;
14.8.1 contained in our estimate (or any covering letter) and not withdrawn before the contract is made; or
14.8.2 which expressly state that you may reply on them when entering into the contact.
14.9 Nothing in these terms affects or limits our liability for fraudulent misrepresentation.
14.10 wwwtvgroup.com is a trading name of Dexter Holdings Limited, Company Registered in UK, Registration Number 12640462, with registered offices at 169 Piccadilly, Mayfair, London W1J 9EH
14.11 All images are for display purposes only. Please refer to manufacturers website for full spec and imagery.
14.12 All legal disputes related to card processing are handled under UK Law