Ironmongery Services Limited

Terms and Conditions of Sale

Please read these terms carefully before ordering. By placing an order you agree to be bound by them. Nothing in these terms affects your statutory rights as a consumer.

1. Who we are

We are Ironmongery Services Limited t/a Construction Supplies (Hardware) Ltd (company number 01684709). Our registered office and trade counter are at 6a Horninglow Street, Burton upon Trent, Staffordshire, DE14 1NG. VAT number: 324 8720 58.

Website: www.ironmongery-services.co.uk. Telephone: 01283 743266. Email: info@isl.uk.com.

In these terms, “we”, “us” and “our” mean the Company. “You” means the person or business placing the order.

2. Consumers and business customers

2.1 You are a Consumer if you buy goods wholly or mainly for personal use outside your trade, business, craft or profession. You are a Business Customer if you buy for business purposes.

2.2 If you are a Consumer, you have rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in these terms limits those rights.

2.3 Clauses marked “Business Customers only” do not apply to Consumers. Clauses that limit our liability apply to Business Customers to the fullest extent permitted by law, and to Consumers only where the law allows.

3. How a contract is formed

3.1 Our website, catalogues and quotations are invitations to treat, not offers. A contract is formed when we accept your order by sending an order confirmation, or by dispatching the goods, whichever is earlier.

3.2 We may refuse or cancel an order before dispatch, including where goods are unavailable, pricing is clearly wrong, or we cannot meet the delivery request. If we cancel after payment we will refund the amount paid for the cancelled goods.

3.3 You must check the order confirmation. Contact us promptly if anything is wrong.

3.4 Product images, dimensions, finishes and descriptions are for illustration. Finishes can vary between batches. They do not form part of the contract unless we confirm them in writing.

4. Prices and payment

4.1 Prices shown on the website include or exclude VAT as indicated by the price toggle or page. The price payable is the price confirmed at checkout or on our invoice.

4.2 We may change prices at any time before the contract is formed. If a price is clearly wrong we may cancel the order and refund you.

4.3 Online card and instant payments are taken at the time of order. Credit account terms, where offered, are strictly nett monthly unless we agree otherwise in writing. We may charge interest on overdue sums at 3% above the Bank of England base rate, or the statutory rate if higher.

4.4 We may withhold delivery until cleared payment is received, or until we are satisfied with your credit standing.

5. Delivery

5.1 Delivery dates and lead times published on the website, in emails or by telephone are estimates only. They are given in good faith and are not guaranteed. Time is not of the essence.

5.2 Many products are ordered from manufacturers and distributors after you place your order. Lead times depend on the supplier. We will use reasonable endeavours to meet the estimate, but we are not liable for delay caused by a supplier, manufacturer, carrier, weather, industrial action, or any other cause outside our reasonable control.

5.3 If a delay is likely to be material we will contact you with a revised estimate. You may then cancel the undelivered part of the order and receive a refund of the price paid for that part. That is your sole remedy for delay, except where the law gives you a further right.

5.4 We are not liable for any consequential loss arising from delayed delivery, including lost profit, site downtime, labour costs, or the cost of alternative goods, except where the law does not allow us to exclude that liability.

5.5 Standard mainland UK delivery is free on orders of £60 or more. Below that threshold a delivery charge applies as shown at checkout. Non-mainland, Highlands, islands and special services may cost more and may take longer.

5.6 Next-day and timed services are offered where available and are subject to the carrier. Orders placed after the stated cut-off are processed the next working day. Weekend delivery is at the carrier’s discretion.

5.7 Risk passes to you on delivery, or on collection from our trade counter. If you refuse or fail to take delivery we may store the goods at your cost and risk, and delivery is deemed complete.

5.8 If you change the delivery address, safe place or collection point with the carrier after dispatch, you accept responsibility for any loss that results.

6. Damage, shortages and inspection

6.1 Inspect the goods on receipt. Sign for damaged or incomplete deliveries as such where the carrier asks.

6.2 Notify us in writing of visible damage, shortage or incorrect goods within 3 working days of delivery, and keep the packaging for inspection. Provide photographs where possible.

6.3 If we confirm the claim we will, at our option, replace, repair or refund the affected goods, and arrange return where needed at our cost.

6.4 We are not liable for damage or shortage notified outside that period, or after the goods have been fitted, cut, finished or used, unless the defect was not reasonably discoverable on delivery.

6.5 Claims for non-delivery must be made within 7 days of the expected delivery date.

7. Returns and cancellations

7.1 Consumers – statutory cancellation

If you are a Consumer buying at a distance, you may cancel within 14 days of receiving the goods, without giving a reason. Tell us by email or letter within that period. You then have 14 further days to return the goods. The goods must be unused, unfitted and in a resaleable condition with original packaging. You pay the cost of return unless the goods are faulty or we sent the wrong item. We refund the price of the goods and the cost of standard delivery, by the original payment method, within 14 days of receiving the goods or proof of return.

7.2 Business Customers and change of mind

Business Customers have no automatic right of return. We may accept a return at our discretion if the goods are unused, unfitted, in original packaging and resaleable, and if you request it within 14 days of delivery. A restocking charge of up to 20% may apply, and you pay the return carriage. Original delivery charges are not refunded on a change of mind.

7.3 Goods we will not accept back

•       Goods made, cut, finished or ordered specially to your requirements.

•       Goods that have been fitted, used, damaged or altered by you.

•       Goods not in original packaging or not in a resaleable condition.

•       Discontinued lines, once supplied correctly.

•       Sealed hygiene or safety items once the seal is broken, where applicable.

7.4 How to return

Contact us for a returns authorisation before sending anything back. Returns without authorisation may be refused. Use a tracked service. We are not responsible for goods lost in transit back to us. Refunds are issued after inspection, to the original payment method.

8. Faulty goods and warranties

8.1 If goods are faulty or not as described, Consumers have the rights set out in the Consumer Rights Act 2015. Business Customers’ remedies are limited to repair, replacement or refund of the price of the affected goods, at our option, provided notice is given within a reasonable time.

8.2 Manufacturer warranties, where given, are in addition to and do not replace statutory rights. We pass on the benefit of any manufacturer warranty we hold.

8.3 We are not liable for faults caused by incorrect installation, misuse, fair wear and tear, or failure to follow fitting instructions.

9. Special and made-to-order goods

Goods ordered to your specification, or specially ordered from a manufacturer for you, cannot be cancelled or returned once we have placed the order with the supplier, except where the goods are faulty or not as described. You will be told if an item is special order before you pay.

10. Title

Title remains with us until we have received cleared payment in full for the goods and any other sums you owe us. Until then you hold the goods as bailee and must keep them identifiable and insured. We may enter your premises to recover unpaid goods.

11. Limitation of liability

11.1 Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot be limited by law.

11.2 Subject to clause 11.1, our total liability for any claim relating to the goods is limited to the price paid for those goods.

11.3 We are not liable for indirect or consequential loss, loss of profit, business, contracts, or the cost of removing and refitting goods, except where the law requires otherwise.

11.4 Business Customers only: all implied terms as to quality, fitness and description are excluded to the fullest extent permitted by law.

12. Force majeure

We are not liable for failure or delay caused by events outside our reasonable control, including supplier or manufacturer delay, carrier disruption, shortage of materials, industrial action, fire, flood, pandemic, or government action. We will notify you and the affected obligations are suspended for the duration. If the delay exceeds 30 days either party may cancel the undelivered part and we will refund sums paid for it.

13. Personal data and subject access requests

13.1 We process personal data as set out in our Privacy Policy. We are the data controller for customer and account data.

13.2 You may request a copy of the personal data we hold about you (a subject access request). The first copy is free.

13.3 In line with UK GDPR Article 12(5) and ICO guidance, we may charge a reasonable fee for the administrative cost of complying with a request, or refuse it, only where the request is manifestly unfounded or excessive, or where you ask for further copies. We assess each request on its own merits. We do not apply a flat fee. If we charge, we will explain the cost before proceeding, and the one-month period starts when the fee is paid.

13.4 A request is more likely to be treated as excessive where it substantially repeats a request we have already answered and there has been no material change, or where it is clearly intended to cause disruption rather than to exercise the right of access. Size alone does not make a request excessive.

14. General

14.1 These terms, the order confirmation and our Privacy Policy form the whole agreement. They replace any earlier terms.

14.2 If any clause is found unenforceable the rest remains in force.

14.3 English law applies. The courts of England and Wales have jurisdiction, except that Consumers in Scotland or Northern Ireland may also use the courts of their home country.

14.4 Complaints: contact us at the address or email above. We aim to respond within 5 working days.