Terms & Conditions

RM Educational Resources Limited

Consortium Terms and Conditions of Sale (effective from January 2023)

These are the terms of sale for orders placed by or on behalf of businesses, including schools, nurseries and charities. If you are purchasing as a consumer, Consortium’s Consumer Terms and Conditions of Sale will apply instead of these terms. You are a consumer where you are ordering for purposes which are wholly or mainly outside your trade, business, craft or profession.

If you are not sure if your order is for a business or is placed as a consumer, please contact our Customer Service Team

Please read these Conditions carefully before ordering any Products from Consortium. You agree to be bound by these Conditions upon ordering any Products.

Certain of the provisions below apply differently to our international and reseller customers. Please refer to the provisions that are specifically highlighted as referring to international and/or reseller customers.

If you are a reseller of the Products, these Conditions apply, together with Consortium Terms and Conditions for Resellers, which are available at www.consortiumeducation.com or from us on request.

Information about us and how to contact us

We are RM Educational Resources Limited, a company registered in England and Wales. Consortium is a trading name of RM Educational Resources Limited. Our company registration number is 03100039 and our registered office is at 142B Park Drive, Milton Park, Milton, Abingdon, OX14 4SE, United Kingdom.

You can contact us by:

• telephoning our customer service team at 0800 083 1165 (for web orders) or 0800 042 2222 (for catalogue orders);
• emailing us at hello@consortiumeducation.com;
• writing to us at Consortium, Harrier Park, Building 1, Heyworth Road, Hucknall, Nottingham, NG15 6XJ, United Kingdom; or
• using our web form, which you can find on our Customer Service Team page.

1. Definitions

1.1. The following definitions apply to these Conditions:

"Conditions" means these terms and conditions and, where purchases are made by a reseller, the Consortium Terms and Conditions for Resellers;

"Contract" means the contract between you and us created by our acceptance of your Order pursuant to clause 3.3 or 3.4 below;

"Products" means the goods that we offer for sale;

"Order" means an order placed by you for a Product or Products;

"Services" means any services that we offer for sale;

"Website" means www.consortiumeducation.com;

"we" means RM Educational Resources Limited (trading as Consortium and as TTS), of 142B Park Drive, Milton Park, Milton, Abingdon, Oxfordshire, OX14 4SE (and ‘our’ and ‘us’ shall be construed accordingly);

"you" you

1.2. In these Conditions:

2. Basis of sale and formation of contract

2.1. Any Order placed by you will constitute an offer to buy Products or services that we may accept or decline. These Conditions will apply to any Order placed by you and accepted by us and will form the basis of the Contract. These Conditions take precedence over any terms (including earlier versions of these Conditions) and exclude any others stipulated or referred to by you, whether in an Order or any course of dealings established between you and us.

2.2. Except as provided in clause 2.3, you may place an Order:
a) online through the ordering process on the Website; b) on an official Consortium order form; c) where agreed with us, by email or other similar written form; d) by telephone; or e) if you are an international customer, by using the online quoting tool.

2.3. For resellers and international customers, Orders cannot be placed by telephone. There may also be restrictions on your ability to order through the Website. Please contact our Customer Service Team in the event you are having difficulty placing an Order.

2.4. After you place the Order, you will receive an acknowledgment from us when it has been received. Acknowledgement will normally be by email. If you have not supplied your email address with the Order, but we hold an email address for you in our system, we will send the acknowledgment to that email address. If we do not hold an email address for you, we will send the Order acknowledgment by post. The Contract is formed when we send the Order acknowledgement.

2.5. For orders placed by international customers using the online quoting tool, once you have submitted your request for a quotation, our international customer services team will contact you or send you the final quotation by email, including delivery costs. Upon your acceptance via email, the Order will become binding and the Contract will be formed.

2.6. We may refuse any Order for any reason at our sole discretion. We cannot accept Orders from individuals under the age of 18.

2.7. Please note that certain Products and promotions are only available in the UK and, as such, may be unavailable in the region or country from which you are accessing the Website and / or published materials.

3. Description of products

3.1. A Product's true colour, dimensions, texture or packaging may not exactly match that as shown or displayed on the Website or in our marketing. Images and descriptions are for illustrative purposes to give an approximate idea of the Products they describe. All imagery and Product descriptions do not therefore form part of the Contract between you and us and are subject to correction without liability on our part.

3.2. We can make changes to a Product without notice:
a) to reflect changes in relevant laws and regulatory requirements for example to reflect required changes in materials used in manufacture; or b) to make minor technical adjustments and improvements.

3.3. If we discover an error in the price of the Products in your Order (e.g. an incorrect price displayed in one of our catalogues or on the Website), 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 the Order. Please note that we do not have to provide the Products to you at the incorrect (lower) price.

3.4. Please always read labels, warnings and directions provided with the Products before use.

Product substitution

3.5. In the event Products in your Order are out of stock, we reserve the right to substitute them with equivalent Products of similar or higher value or quality. Whilst we will endeavour to ensure that any substitutions do not increase the total Order value, the price you pay may be affected. Where you are delivered a substitute Product that is not acceptable to you, we will provide a refund where such Products are returned unused and in their original packaging.

Product availability

3.6. We cannot guarantee the availability of all Products. Product availability information provided on the Website or in a catalogue is for reference only and does not guarantee availability of the Products.

4. Title retention

4.1. Title in the Products shall not pass to you until both: (i) payment is received by us for the Products; and (ii) no other amounts are outstanding from you to us in respect of any other Products supplied by us to you.

4.2. Until such time title in the Products passes to you, you shall hold the Products as our fiduciary agent and bailee, and you shall keep the Products separate from those of yours and third parties and properly stored, protected and insured and identified as our property. Until such time as the title of the Products passes to you in accordance with clause 5.1 (and provided the Products are still in existence and have not been resold), we shall be entitled at any time to require you to return the Products to us and, if you fail to do so forthwith, to enter upon any premises of yours or any third party where the Products are stored and repossess the Products.

4.3. You shall not be entitled to pledge or in any way charge by way of security for any indebtedness any of the Products which remain our property, but if you do so all monies owing by you to us shall (without prejudice to any other right or remedy available to us) forthwith become due and payable.

5. Price and payment

5.1. All prices are quoted in GBP, unless otherwise agreed in writing, and are:
a) exclusive of VAT and any other applicable sales taxes, which will be added to the total amount due; b) exclusive of any applicable bank charges, which will be added to the total amount due; c) for deliveries in the UK only, inclusive of standard delivery charges except that we reserve the right to charge for delivery on Orders with a value of less than £20 (excluding VAT). Other delivery services may be available for certain Products, which may incur additional charges; d) for international destinations, exclusive of delivery charges (including carriage, freight and insurance). We may invoice you for delivery charges on a separate invoice; and e) for international destinations, unless otherwise agreed in writing between the parties, exclusive of any applicable import duties and taxes, which are levied once the Products reach the specified destination. Any additional charges for customs clearance must be borne by you; we have no control over these charges. Customs policies vary widely from country to country, so you should contact your local customs office for further information.

5.2. Prices, whether on the Website, printed media or otherwise, are subject to change without prior notice at any time. The price displayed on the Website will take precedence over any other printed price.

5.3. Certain non-stock items may be subject to an additional delivery charge, as indicated on the relevant page of the Website, catalogue or as advised by us when the Order is placed.

5.4. If the rate of VAT changes between the date of your Order and the date we supply the Products, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

5.5. Eligible bodies such as registered charities may be subject to VAT exemption on certain Products. A written VAT exemption declaration must be submitted at the time of ordering to qualify for VAT exemption.

5.6. Payment for all Products and other sums which become payable under this clause 5 must be made in GBP in advance by credit or debit card (UK only), BACS or by cleared cheque unless otherwise agreed by us in writing.

5.7. If you do not make any payment due to us by the due date for payment, we may charge interest and compensation to you on the overdue amount at the rate specified in the Late Payment of Commercial Debts (Interest) Act 1998.

5.8. Without limiting any other remedies or rights that we may have, if you do not pay us on time, we may cancel or suspend any Order (both the one to which the payment relate(s) and any other Order) until you have paid the outstanding amounts.

Credit Accounts

5.9. Payment terms may be agreed with us at our discretion. Delayed payment terms are available to business customers only, and not those purchasing from us as Consumers.

5.10. We reserve the right to request a non-refundable deposit in connection with the administration of the account. We will advise you of this should this term apply.

5.11. Where you have been expressly provided with an invoicing and payment term arrangement, unless agreed otherwise, we may invoice you for the Products on or around the date we have despatched the Products to you. You must pay the invoice in cleared monies within thirty (30) calendar days of the date of the invoice unless otherwise agreed by us in writing. You should allow 7 days for normal banking and postal delays when making payment.

5.12. If you fail to make any payment on the due date then, without prejudice to any other right or remedy available to Consortium, Consortium shall be entitled to:
a) Cancel the Contract or suspend any further deliveries to the Customer; and/or b) appropriate any payment made by the Customer to such of the Goods or Services (or any Goods or Services supplied under any other Contract between Consortium and the Customer) as Consortium may think fit; and/or c) charge the Customer interest on the amount unpaid at the rate of 4% above the RBS plc base rate, accruing daily.

5.13. Failure to comply with these Conditions may result in the withdrawal of credit account facilities and any sums outstanding will then become payable immediately.

5.14. In the event that the account is passed to a third party for collection of outstanding balances, Consortium will claim reimbursement of all costs incurred in that collection from the Customer. Periodic reviews will be carried out on credit account activity. Dormant credit accounts or credit accounts with continuous late payment may be closed. Credit accounts may only be reopened on a new application.

6. Delivery

6.1. The costs of delivery will be as displayed on our Website unless otherwise agreed between us in writing.

6.2. Dates for delivery of the Products are estimates only and are subject to change. We shall endeavour to meet any agreed delivery date(s) but shall not be liable for failure to meet such date(s).

6.3. If our supply of the Products is delayed by an event outside our control, such as a natural disaster, epidemic or pandemic, conflict or civil commotion, war, any law or any action taken by a government or public authority, any labour or trade dispute, or non-performance by suppliers or subcontractors, we will contact you as soon as possible to let you know and do what we reasonably can to reduce the delay. As long as we do this, we won't compensate you or be liable for the delay but, if the delay is (or is likely to be) substantial, you can contact our Customer Service Team to end the Contract for the relevant Order and receive a refund for any Products you have paid for, but not received, less reasonable costs we have already incurred.

6.4. Risk in the Products shall pass to you when the Products are delivered to, or collected by, you or your agent. We shall not be liable for damage to Products occurring after delivery to you or for damage occurring during carriage where you or your appointed carrier transports the Products.

6.5. We will deliver the Products to the address designated in the Order, or such other address as we agree, which will be confirmed on the Order acknowledgment. You should ensure that you are, or a trusted representative is, physically present at the time of delivery. We will presume that any person at any address you specify has the authority to receive the Order on your behalf.

6.6. Deliveries shall be made by us or our appointed third party to a ground floor covered site. Please note this does not apply to pallet deliveries where you will be responsible for moving and unpacking the Products and disposing of the pallet.

6.7. All deliveries should be checked against the advice note, which should be signed to confirm receipt of the Products. Any discrepancies should be notified to our Customer Service Team within 7 days of delivery. Note that deliveries made to directly by our suppliers may specific a shorter period in which to notify us of discrepancies.

6.8. If we are unable to deliver the whole of the Order at one time due to, for example, operational reasons or shortage of stock, we may deliver the Order in instalments. There will be no additional delivery charge for this. Where we exercise our right to deliver the Order in instalments, the original Contract shall be deemed varied and divided into separate Contracts for each delivery instalment.

6.9. We may charge you additional sums if you don't give us information we've asked for or would reasonably need regarding your Order (for example about suitability of the delivery address to receive delivery vehicles or items, opening hours or availability of personnel to receive the order), if we cannot access the delivery location or if there is no-one available to accept the delivery, or if you don't do preparatory work for installation as agreed with us. For example, we might need to re-deliver on another occasion or with another vehicle or with extra manpower, or we may need to reschedule services.

International Delivery

6.10. Under regulations governing United Kingdom trade and by virtue of our agreements with suppliers, we require to be pre-notified of shipments outside the United Kingdom. You are required to obtain all necessary import, export and other licences at the time you place the Order. Delivery of Products is subject to all such authorisations being available at the time of delivery. We will not be liable for any failure to deliver Products owing to restrictions on the import or export of the Products.

6.11. All delivery and associated taxes, charges and other costs are excluded from the price of the Products as described in clauses 5.1. Arrangements for delivery and the associated costs will be agreed either at the time of Order acknowledgement or as otherwise expressly agreed between us in writing. Risk in the Products will pass to you in accordance with the applicable delivery Incoterm.

6.12. Delivery lead times to international addresses and resellers may be longer than stated on our Website or other materials and will vary according to destination and mode of transport.

7. Order Amendments

We may, at our sole discretion, accept or reject any requests for amendments to Orders prior to despatch.

8. Cancellations and returns

8.1. If you want to return a Product or cancel a service, you must contact our Customer Service Team to arrange the return no later than 14 days after (i) we deliver the Product or (ii) the day we confirm we have accepted your Order for a Service.

8.2. The right in clause 8.1 is subject to the following:

8.3. In addition to any other delivery or handling charges we may charge, if you cancel or return any Product that was delivered to you directly by our suppliers, or any furniture or other any large item (as defined by us in our discretion) in accordance with clause 9.1, we will charge you a restocking fee of 20% of the Order value, plus the cost of the collection.

8.4. If we will refund monies to you, we will usually refund you by the method of payment you used, for example, if you paid for the Products by Bank transfer, we will ask for your Bank details so we can refund you by Bank transfer. If you used vouchers to pay for the Products we may refund you in vouchers.

International and reseller cancelations / returns

8.5. Clause 9.1 does not apply to our international or reseller customers. Instead, you may cancel the Order before despatch of the Products. We shall be entitled to charge you a cancellation and restocking fee of up to, but not greater than, the total Order value, which we shall confirm to you shortly after the time of cancellation. Once the Products have been despatched, the Order cannot be varied or cancelled.

Damage in transit

8.6. We will accept responsibility for damage or loss in transit only if:

8.7. This clause 9.7 does not affect the point that risk transfers from us to you in accordance with clause 7.4 or 7.10 above.

8.8. Where we accept responsibility under clause 9.6, we shall at our option replace, repair or refund any Products proved to our satisfaction to have been lost or damaged in transit.

Warranty returns

8.9. Warranty returns must be made under the warranty return provision in clause 9.

8.10. If having checked any Products returned under clause 8.9, we have found that they are not faulty, or the defect arose from one of the circumstances set out in clause 9.2below, in addition to not refunding you the Order value, we may charge you a handling fee equivalent to 20% of the price that you originally paid for the Products or £10, whichever is the greater.

9. Warranties

9.1. Subject to clause 9.2, we warrant the Products to:

9.2. The warranty in clause 9.1 does not apply to any Product defect arising from:

9.3. Subject to clause 9.4, if any Products purchased from us are in breach of the warranty in clause 9.1, we may repair, replace or refund you for a period of up to a period of twelve (12) months from the date of delivery. Unless you specifically request a repair, replacement or refund, we will provide what we deem to be the most appropriate remedy in the circumstances.

9.4. To make a claim under this clause 9 warranty, you must:

Note that any warranty claim must be made within the 12-month period referred to in clause 9.4(a). Claims made outside of this period will not be valid.

9.5. The Products have been manufactured or developed by us or third parties to standard specifications. You accept that we are acting only as a supplier and that it is your responsibility to verify that the Products will be suitable for your own requirements.

9.6. Without prejudice to your statutory rights, and except as set out in these Conditions, all warranties, conditions, guarantees or representations as to description, merchantability or fitness for a particular purpose, or other warranties, conditions, guarantees or representations, whether express, implied by statute or otherwise, oral or in writing, are expressly excluded.

10. Intellectual Property Rights

10.1. We (and/or our licensors where relevant) shall retain all rights, title and interest in any intellectual property rights in the Products supplied to you under the Order or created in the course of providing the Products.

10.2. You shall promptly inform us of any claim threated or brought against you concerning any Product and infringement of third party intellectual property rights (an “IP Claim”) and you shall provide the such documents, information and assistance as you can in relation to any such claim.

10.3. Where we are aware of an IP Claim against you, we may at our sole discretion:

10.4. We shall have no liability concerning an IP Claim where such arises from:

10.5. This clause 10 sets out your sole and exclusive remedies concerning a third party IP Claim against you.

11. Data Protection

11.1. We will only collect and process your personal data when we have a legal basis for processing the same, in accordance with the relevant data protection legislation.

11.2. Our Privacy Policy sets out how we and our group companies collect, share and use your personal data. It also contains information about how you can exercise your data protection rights and contact us should you have any questions.

12. Anti-bribery

You shall ensure that you and, where applicable, all of your employees, agents, sub-contractors and any other party performing your obligations or exercising your rights under or in connection with these Conditions and/or any other agreement that you may have with us, complies at all times with all applicable anti-bribery and/or corruption laws, regulations and codes of conduct in all jurisdictions. You shall, whenever requested by us, provide evidence of the measures, steps and processes that you take to ensure compliance with the provisions of this clause and the relevant laws, regulations and codes of conduct.

13. Disposal of waste electrical equipment

13.1. You are responsible under Regulation 9 of the Waste Electrical and Electronic Equipment Regulations 2013 (the “WEEE Regulations”) for the costs of collection, treatment, recovery, recycling and environmentally sound disposal of any equipment supplied under the Order that has become waste electrical and electronic equipment (“WEEE”). We and you acknowledge that, for the purposes of Regulation 9, this clause 14 is an agreement stipulating other financing arrangements for the collection, treatment, recovery, recycling and environmentally sound disposal of WEEE.

13.2. You are responsible for any information recording or reporting obligations imposed by the WEEE Regulations. You shall indemnify us and hold us harmless against any claims or legal proceedings that are brought or threatened against Us by a third party which would not have been caused or made had you fulfilled your express or implied obligations under this clause or in connection with the WEEE Regulations. We will notify you of any such claims or proceedings and keep you informed as to the progress of such claims or proceedings.

14. Limitation of liability

14.1. Nothing in the Contract excludes our liability for:

14.2. We shall not in any circumstances be liable, whether in contract, tort (including negligence), for breach of statutory duty, for misrepresentation (whether innocent or negligent) or otherwise for:

14.3. Subject to clause 14.1, our total liability to you in respect of all losses arising under or in connection with the Order and the Contract, whether in contract, tort (including negligence), for breach of statutory duty, for misrepresentation (whether innocent or negligent) or otherwise shall in no circumstances exceed the price paid by you for Products under the relevant Order.

15. Miscellaneous

15.1. We reserve the right to amend these Conditions from time to time without notice by updating the same on the Website. Copies of our conditions are available on request.

15.2. Without prejudice to clause 7.3, we shall not be liable to you for any delay in or failure to perform our obligations hereunder provided that such a failure is due to causes beyond our reasonable control, including without limitation pandemics, strikes, lockouts or other industrial action by workers, employers, trade disputes, accidents on land or sea, government interference, war or hostilities, riot or civil commotion, earthquake, flood, fire or other natural physical disaster, Government action or legislation.

15.3. Failure by either party to exercise or delay in exercising any of its rights under these Conditions shall not constitute or be deemed to be a waiver of either party’s rights hereunder nor prejudice our or your rights to take subsequent action.

15.4. Any notice required to be given under these Conditions shall be in writing and shall be sent to your address as set out in the Order (for notices to be sent by us to you) or to our registered office as provided in the Definitions clause above.

15.5. Nothing in these Conditions shall make either party the agent or partner of the other or give either party the power to bind the other.

15.6. Nothing in these Conditions shall confer on any third party any right or benefit under the provisions of the Contracts (Rights of Third Parties) Act 1999.

15.7. You agree to maintain in confidence and not disclose, reproduce or copy any materials, documentation or specifications which are provided to you hereunder. You shall be responsible for ensuring that your employees, agents, sub-contractors and any other party performing your obligations or exercising your rights under or in connection with these Conditions and/or any other agreement that you may have with us are bound by the same obligations and that such obligations survive beyond any termination or expiry of the Contract.

15.8. If any provision of these Conditions is held by any competent authority to be invalid or unenforceable in whole or in part the validity of the other provisions of these Conditions and the remainder of the provision in question shall not be affected thereby.

15.9. We reserve the right to sub-contract any of our rights and obligations under the Contract.

15.10. You confirm that you have authority to bind any business (including school / nursery / after school club) on whose behalf you place an Order for any Products.

15.11. These Conditions, together with the Order, constitute the entire agreement and understanding between you and us relating to the Order. These Conditions supersede and cancel all prior agreements, statements, representations, understandings, negotiations and discussions, whether oral or written, between the parties. All terms implied by law, custom or practice are hereby expressly excluded. Each of the parties acknowledges and agrees that in entering into any Order it has not relied on (or has been induced to enter into any Order by) any statement, representation, warranty or understanding made prior thereto. Nothing in this clause excludes any liability for fraudulent misrepresentation.

16. Governing Law and jurisdiction

The Contract shall be governed by and construed in all respects in accordance with the laws of England and Wales and shall be subject to the exclusive jurisdiction of the English Courts.

Application of these terms

These are the terms that apply where you order from Consortium as a consumer. We are subject to the UK consumer protection laws, which provide that you are a consumer where you are ordering for purposes which are wholly or mainly outside your trade, business, craft or profession. If you are not a consumer based in the UK, our Terms and Conditions of Sale (Business) will apply to your order.

These consumer terms may have changed since you last reviewed them

For a list of changes to our Consumer Terms and Conditions of Sale and when they were made, see here.

Where to find information about us and our products

We are RM Educational Resources Limited, a company registered in England and Wales. Consortium is a trading name of RM Educational Resources Limited. Our company registration number is 03100039 and our registered office is at 142B Park Drive, Milton Park, Milton, Abingdon, OX14 4SE, United Kingdom. You can find everything you need to know about us and our products on our website, in our catalogue or from our Customer Service Team before you order. We also confirm the key information to you in writing after you order, either by email, in your online account or on paper.

When you buy from us you are agreeing that

• We only accept orders when we've checked and dispatched them.
• Sometimes we reject orders.
• We charge you when you place your order.
• We charge interest on late payments.
• We pass on increases in VAT.
• We're not responsible for delays outside our control.
• Products can vary slightly from their pictures and descriptions.
• You're responsible for making sure your instructions are accurate.
• We deliver to the agreed address
• We only accept orders when we've checked them.
• We charge you if you don't give us information we need or do preparatory work as agreed with us.
• If you bought online, by mail order from our catalogue or over the telephone you have a legal right to change your mind.
• You can end an on-going contract (find out how).
• You have rights if there is something wrong with your product.
• We can change products and these terms.
• We can suspend supply (and you have rights if we do).
• We can withdraw products.
• We can end our contract with you.
• We don't compensate you for all losses caused by us or our products.
• We use your personal data as set out in our Privacy Notice.
• You have several options for resolving disputes with us.
• Other important terms apply to our contract.

We only accept orders when we've checked and dispatched them

We contact you to confirm we've received your order, normally within 24 hours. We accept your order when we dispatch or supply the product and confirm dispatch or supply to you.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside our delivery areas, as stated on our website and in our marketing or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when you place your order

However, for some products we take payment at regular intervals, as explained to you during the order process. If your product is goods (rather than digital content or services), you will own it once we have received payment in full and accepted your order.

We do not offer credit terms for orders placed by consumers.

We charge interest on late payments

If we're unable to collect any payment you owe us, we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

We pass on increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

We're not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, such as a natural disaster, epidemic or pandemic, conflict or civil commotion, war, any law or any action taken by a government or public authority, any labour or trade dispute, or non-performance by suppliers or subcontractors, we will do what we can to reduce the delay. As long as we do this, we won't compensate you or be liable for the delay but, if the delay is (or is likely to be) substantial, you can contact our Customer Service Team to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred.

Products can vary slightly from their pictures and descriptions

A product's true colour, dimensions or texture may not exactly match that shown on your device or in our marketing or its packaging may be slightly different. Images and descriptions are for illustrative purposes to give an approximate idea of the products they describe.

You're responsible for making sure your instructions are accurate

If we're making or supplying a personalised product for you, you're responsible for making sure any images, text or other instructions you provide to us are correct. We are not responsible for spelling, punctuation or grammatical errors that you make, low quality or resolution images, design errors introduced by you in the document creation process, or errors in user-selected options such as choice of finish, quantity or product type. Please preview any materials or other designs provided to us carefully and correct any mistakes prior to placing an order. We do not proof any materials provided to us prior to processing. If you have any questions about providing information for us to use then please contact our Customer Service Team.

We deliver to the agreed address

We will deliver the Products to the designated address in the order. You should ensure that you are, or a trusted representative is, physically present at the time of delivery. We will presume that any person at any address you specify has the authority to receive the order on your behalf.

Deliveries shall be made by us or our appointed third party to a ground floor covered site.

We may deliver in instalments

If we are unable to deliver the whole of the Order at one time due to, for example, operational reasons or shortage of stock, we may deliver the Order in instalments. There will be no additional delivery charge for this.

We charge you if you don't give us information we need or do preparatory work as agreed with us

We may charge you additional sums if you don't give us information we've asked for or would reasonably need regarding your order (for example about suitability of the delivery address to receive delivery vehicles or items, opening hours or availability of personnel to receive the order) or if you don't do preparatory work for installation as agreed with us. For example, we might need to re-deliver on another occasion or with another vehicle or with extra manpower, or we may need to reschedule services.

If you bought online, by mail order from our catalogue or over the telephone you have a legal right to change your mind

Your legal right to change your mind. For most of our products, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it. This is subject to some conditions, as set out below. Note that delivery costs will not be refunded unless the return is owing to a mistake made by us.

When you can't change your mind. You can't change your mind about an order for:

• digital products, after you have started to download or stream these;
• services, once these have been completed;
• products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
• sealed audio or sealed video recordings or sealed computer software (including compact disks), including licensed digital products e.g. product keys once these products are unsealed after you receive them;
• goods that are made to your specifications or are clearly personalised; and
• goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after:

• the day we deliver your product, if it is goods. If the goods are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
• the day we confirm we have accepted your order, if it is for a service, for example our white goods collection service.
• the day we confirm we have accepted your order, if it is for digital content for download or streaming, although you can't change your mind about digital content once we have started providing it.

You have to return the product at your own cost. If your product is physical goods, you have to return it (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. You can:

• contact our Customer Service Team. Please provide your order number when enquiring.
• send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. For help with returns, including our collection arrangements for goods which can't be posted, see our Returns Process or contact our Customer Service Team.

We only refund standard delivery costs. Where it is agreed that delivery costs are refundable owing to a mistake made by us, we don't refund any extra you have paid for express delivery or delivery at a particular time.

You have to pay for services you received before you change your mind. If you bought a service we don't refund you for the time you were receiving it before you told us you'd changed your mind.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team can advise you on whether we're likely to reduce your refund.

When and how we refund you. If your product is a service, digital content or goods that haven't been delivered or that we're collecting from you, we refund you as soon as possible and within 14 days of you telling us you've changed your mind. If your product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

You can end an on-going contract (find out how)

We tell you when and how you can end an on-going contract with us (for example, for regular services or a subscription to digital content or goods) during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact our Customer Service Team.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact our Customer Service Team. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.

Summary of your key legal rights If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: Up to 30 days: if your goods are faulty, then you can get a refund. Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases. Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back. If your product is digital content, the Consumer Rights Act 2015 says digital content must be as described, fit for purpose and of satisfactory quality: If your digital content is faulty, you're entitled to a repair or a replacement. If the fault can't be fixed, or if it hasn't been fixed within a reasonable time and without significant inconvenience, you can get some or all of your money back. If you can show the fault has damaged your device and we haven't used reasonable care and skill, you may be entitled to a repair or compensation If your product is services, the Consumer Rights Act 2015 says: You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it. If a price hasn't been agreed upfront, what you're asked to pay must be reasonable. If a time hasn't been agreed upfront, it must be carried out within a reasonable time.

We can change products and these terms

Changes we can always make. We can always change these terms or a product:

• If the replacement product is of similar or higher value or better quality than the product ordered originally;
• to reflect changes in relevant laws and regulatory requirements for example to reflect required changes in materials used in manufacture;
• to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don't materially affect your use of the product;
• to update digital content, provided that the digital content always matches the description of it that we provided to you before you bought it. We might ask you to install these updates; and
• where a change to our terms is part of a routine update and does not materially affect an ongoing order you have placed with us.

Changes we can only make if we give you notice and an option to terminate. We can also make the following types of change to the product or these terms, but if we do so we'll notify you and you can then contact our Customer Service Team to end the contract before the change takes effect and receive a refund for any products you've paid for in advance, but not received:

• If a replacement product is of lesser value or perceived quality than the product ordered originally; and
• if we make a material change to these terms that affects an ongoing order you have placed with us.

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product. We do this to:

• deal with technical problems or make minor technical changes;
• update the product to reflect changes in relevant laws and regulatory requirements; or
• make changes to the product (see We can change products and these terms).

We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend the product for 30 days or longer in any 3-month period we adjust the price so you don't pay for it while its suspended. If we suspend supply, or tell you we're going to suspend supply, for more than 60 days you can contact our Customer Service Team to end the contract and we'll refund any sums you've paid in advance for products you won't receive.

We can withdraw products

We can stop providing a product, such as an ongoing service or a subscription for digital content or goods. We let you know in advance with as much notice as possible and either (a) supply replacement products or services of a similar price and quality or, if you prefer (b) refund any sums you've paid in advance for products which won't be provided.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us if:

• you don't make any payment to us when it's due and you still don't make payment within 7 days of our reminding you that payment is due;
• you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product; or
• you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us.

We don't compensate you for all losses caused by us or our products

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.
• Avoidable. Something you could have avoided by taking reasonable action. For example, damage to your own digital content or device, which was caused by digital content we supplied and which you could have avoided by following our advice to apply a free update or by correctly following the installation instructions or having the minimum system requirements advised by us.
• A business loss. Our liability for any loss you suffer in connection with your trade, business, craft or profession is limited, as described in 'Consortium: Terms and Conditions of Sale'.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice.

You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team will do their best to resolve any problems you have with us.

Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to Retail ADR through their website at www.retailadr.org.uk. Retail ADR does not charge you for making a complaint and if you're not satisfied with the outcome you can still go to court.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract. If you're unhappy with the transfer you can contact our Customer Service Team to end the contract within 30 days of us telling you about it and we will refund you any payments you've made in advance for products not provided.

You can only transfer your contract with us to someone else if we agree to this. We may not agree if we have not received satisfactory evidence that the new party is able to pay for the items under the contract. However, you can transfer our guarantee (as explained in Our goodwill guarantee) to a new owner of the product. We can require the new owner to prove you transferred the product to them – please contact our Customer Service Team, to confirm that evidence of proof of transfer may be required for the items in question.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.