Terms and conditions
- These terms
1.1 What do these terms cover? These are the terms and conditions on which we supply goods to you.
1.2 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.
1.3 Are you a business customer or a consumer? In some areas, you will have different rights under these terms depending on whether you are a business or consumer. You are a consumer if:
- you are an individual.
- you are buying products from us wholly or mainly for your personal use (not for use in connection with your trade, business, craft, or profession).
Provisions specific to consumers only are in RED and those specific to businesses only are in BLUE.
1.4 If you are a business customer this is our entire agreement with you. If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance, or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.
- Information about us and how to contact us
2.1 Who we are: We are Catering Solutionz a company registered in England and Wales. Our company name is New Catering Solutionz, and our company registration number is 12284630 and our registered office is at, Unit 1 b Cheston Road, Cheston Industrial Park, Aston, Birmingham, United Kingdom, B7 5EE.
2.2 How to contact us: You can contact us by telephoning our customer service team at 07711 825722 or by writing to us at firstname.lastname@example.org or Unit1b Cheston Road, Cheston Industrial Park, Aston, Birmingham, United Kingdom, B7 5EE (please note that this address is not a returns address).
2.3 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.
2.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
- Our contract with you
3.1 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for 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 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.
3.3 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.
3.4 We only sell to the UK and Ireland. Our website is solely for the promotion of our products in the UK and Ireland. Unfortunately, we do not accept orders from or deliver to addresses outside the UK and Ireland.
- Our products
4.1 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 colors accurately, we cannot guarantee that a device's display of the colors accurately reflects the color of the products. Your product may vary slightly from those images.
4.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
- Your right to make changes
If you wish to make a change to the product you have ordered, please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply 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 we cannot make the change or the consequences of making the change are unacceptable to you, and you are a consumer you may want to end the contract
- Our rights to make changes
6.1 Minor changes to the products. We may change the product to reflect changes in relevant laws and regulatory requirements.
6.2 More significant changes to the products and these terms. In addition, as we informed you in the description of the product on our website, we may make changes to these terms or the product, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.
- Providing the products
7.1 Delivery. The delivery of goods is to your “kerbside” or “doorstep” only unless previously confirmed in writing by us. Please ensure that you have the relevant resources to take the goods into your premises. It is your responsibility to ensure there is adequate access for us to deliver the goods.
7.2 Refused delivery if you are a business customer. If you are a business customer and delivery is refused because:
(a) we do not have adequate access to delivery; or
(b) you postpone or delay delivery,
you will be charged a 25% restocking charge against the full order value.
7.3 Delivery costs. The costs of delivery will be as displayed to you via email. However, should there be a discrepancy we will contact you prior to processing your order?
7.4 When we will provide the products. . During the order process, we will let you know when we will provide the products to you. Please contact us directly before placing an order if you wish to clarify anything points regarding our delivery service. Our standard delivery will be made anytime between 8 am and 6 pm Monday – Friday, please ensure you are at the delivery address to accept delivery between these hours.
7.5 Inspection of products. Please inspect any packages before signing the courier’s delivery note. If there is any damage, please contact us immediately before accepting the delivery or ask the courier to contact us so that we can decide what course of action to take. If you are unable to contact us, the delivery note should be signed as ‘goods unchecked’, the purchaser should report any damage to us complete with photos of the product and packaging damage within 24 hours of receipt. If the delivery note is signed as accepting the products in good condition, or anything other than as unchecked we will not be able to consider a damaged in transit claim or accept the item back due to poor condition. Please do not use or install the item if it has been damaged as we will not be able to process your claim.
7.6 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control, we will contact you as soon as we have been informed by our courier to let you know of the delay and to keep you informed of the event.
7.7 If you are not available when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot. There may be a charge for redelivery, you will be advised of this when rearranging your delivery.
7.8 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 a delivery depot 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 clause 10.2 will apply.
7.9 When you become responsible for the goods. A product (which is goods) will be your responsibility from the time we deliver the product to the address you gave us.
7.10 When you own goods. You own a product which is good once we have received payment in full.
7.11 Installation of goods. All items must be installed (where relevant) by a professional tradesman or engineer with the appropriate qualifications and/or certificates applicable under law at the time of installation. We reserve the right to ask for proof of a tradesman’s registration number and proof of installation of any products that are claimed to be faulty by you.
7.12 What will happen if you do not give required information to us? We may need certain information from you so that we can supply the products to you, for example, delivery instructions. If so, this will have been stated in the description of the products on our website. We will contact you in writing to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information, we need within a reasonable time of our asking for it.
7.13 Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:
(a) obtain outstanding information from you so that we can supply the products to you.
(b) deal with technical problems or make minor technical changes.
(c) update the product to reflect changes in relevant laws and regulatory requirements; or
(d) make changes to the product as requested by you or notified by us to you.
7.14 We may also suspend the supply of the products if you do not pay. If you do not pay us for the products when you are supposed to and you still do not make payment within 14 days of us reminding you that payment is due, we may suspend the supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending the supply of the products. We will not suspend the products where you dispute the unpaid invoice. We will not charge you for the products during the period for which they are suspended. As well as suspending the products we can also charge you interest on your overdue payments.
- Your rights to end the contract
8.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract and whether you are a consumer or a business customer:
(a) If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all your money back)
(b) If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2 ;
(c) If you are a consumer and have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods. You will only be entitled to a full refund if the product is unused undamaged and in its original packaging.
(d) In all other cases (if we are not at fault, there is no right to change your mind and you are not a consumer exercising your right to change your mind), see clause 8.6.
8.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at to below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
(a) we have told you about an upcoming change to the product or these terms which you do not agree to
(b) we have told you about an error in the price or description of the product you have ordered, and you do not wish to proceed.
(c) there is a risk that the supply of the products may be significantly delayed because of events outside our control.
(d) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days: or
8.3 When consumers do not have the right to change their minds. Your right as a consumer to change your mind does not apply in respect of:
(a) products made to your specification.
(b) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; and
(c) any products which become mixed inseparably with other items after their delivery.
8.4 How long do consumers have to change their minds? If you are a consumer how long you have to change your mind depends on what you have ordered and how it is delivered.
(a) Have you bought goods (for example, a freezer)? , if so you have 14 days after the day you (or someone you nominate) receives the goods unless your goods are split into several deliveries over different days. In this case, you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.
8.5 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you are not a consumer who has a right to change their mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered and paid for. If you want to end a contract before it is completed where we are not at fault and you are not a consumer who has changed their mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) 15% of the price of the product, as compensation for the net costs we will incur as a result of your doing so.
- How to end the contract with us(including if you are a consumer who has changed their mind)
9.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
(a) Phone or email. Call customer services at 07711825722 or email us at email@example.com Please provide your name, home address, details of the order, and, where available, your phone number and email address.
(b) Online. Complete the contact form on our website.
9.2 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the goods in person to where you bought them, send them back to us via suitable transport to Catering Solutionz Unit1b Cheston Road, Cheston Industrial Estate, Aston, Birmingham, B7 5EE or if the product is a large palletized item, you may wish us to collect them from you. Please call customer services at 07711825722 or email us at firstname.lastname@example.org for a return label or to arrange collection. If you are:
(a) a consumer exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract: and
(b) a business customer you must send off the goods within 10 days of telling us you wish to end the contract.
9.3 When we will pay the costs of return? We will pay the costs of return:
(a) if the products are faulty or misdescribed; or
(b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery prior to dispatch from our warehouse due to events outside our control, or because you have a legal right to do so as a result of something we have done wrong,
In all other circumstances:
(a) if you are a consumer (including where you are exercising your right to change your mind) you must pay the costs of return or
(b) if you are a business customer you are responsible for the costs of return and we may make an additional re-stocking charge of 25% against the full order value which is payable by you.
9.4 What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. Please contact us for a collection quote and advise us of the product to be collected and your postcode. If you choose not to use us to collect any products from you, we recommend that you use a reputable courier as we will not be responsible if the returned product is damaged on the return to us.
9.5 How we will refund you. If you are entitled to a refund under these terms, we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
9.6 When we may make deductions from refunds if you are a consumer exercising your right to change your mind. If you are exercising your right to change your mind:
(a) we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods if this has been caused by your handling them in a way that would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
(b) the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
9.7 When your refund will be made? We will make any refunds due to you as soon as possible.
If you are a consumer exercising your right to change your mind, then:
(a) (a) If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you. For information about how to return a product to us.
(b) In all other cases, your refund will be made within 14 days of your telling us you have changed your mind
- Our rights to end the contract
10.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
(a) you do not make any payment to us when it is due, and you still do not make payment within 14 days of us reminding you that payment is due;
(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, delivery instructions.
(c) you do not, within a reasonable time, allow us to deliver the products to you or collect them from us; or
(d) we reasonably suspect fraudulent activity on any debit or credit cards used for payment.
10.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided. However, if you break the contract we may deduct or charge you 15% of the price of the product, as compensation for the net costs, we will incur because of your breaking the contract.