Terms and Conditions
I. Making a Purchase
The following terms and conditions apply to all transactions on www.soakology.co.uk, once an order has been placed you are agreeing to the following terms and conditions.
The placement of an order indicates your acceptance of these terms and conditions. Please read these terms and conditions carefully before placing an order and save a copy for future reference.
To order goods or services through this website you must be at least 18 years of age, capable of entering into binding contracts and are able to accept delivery within the UK. We will treat each order for goods as an offer by you to purchase the goods subject to these terms and conditions.
II. Order Acceptance and Processing
By completing and submitting the electronic order form (or proceeding through the 'checkout process') you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Neither submitting an electronic order form or completing the checkout process constitutes our acceptance of your order. Any email or other acknowledgement of your order is merely to report that your request has been received and will be looked at, and does not in any way denote acceptance of your order regardless of any wording in the email. Soakology reserves the right, at any time prior to acceptance, to refuse any order or any part of an order, or to require further or better information to enable it to evaluate and/or process the order. We wish to allow time for a member of staff to check your order for any errors or ommissions - if we find any we will of course let you know as soon as possible.
III. Description of Goods
All images, descriptive matter, specifications and advertising on our site are for the sole purpose of giving an approximate description of the goods. All specifications given to the customer are approximate and intended as a guide only.
We always endeavour to ensure all product descriptions are correct and as accurate as possible, but advise customers to seek technical advice from independent qualified sources prior to ordering products and any work to be carried out. Whilst we make every effort to reproduce the colours of the products correctly, slight variations may occur during the photography and display process. The technical images and all dimensions that we provide can only be used as guidelines and approximation and should not be used as definitive and exact values. Installation should be fitted to the items received.
Please note that certain products such as bathroom furniture may need some alteration to suit specific requirements, such as pipe work, space constraints and designs. Any such alterations are carried out at the customers own risk, and as such the product guarantees may be rendered invalid. Special and bespoke orders undertaken by Soakology are handmade to our customers' own specifications and therefore cannot be cancelled. Please bear in mind that as these products are bespoke, delivery times may vary.
IV. Payment and Price
We are entitled to make adjustments to the price to take account of any increase in our supplier's prices or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is wrong whether or not the order has been confirmed. Any price changes will be advised and agreed prior to dispatching your order. In the event that there is a pricing error on the website then Soakology will not be bound to honour any orders made at that price. Please note your order will be billed inclusive of VAT. VAT will be taken up front and is a trade account holders responsibility to claim back. Any promotional codes or special offers are discretionary and order forms using them may be rejected if we feel the offer has been misused.
We ask that all goods be paid for on completion of the order form and all funds must be cleared prior to delivery. We accept most major credit and debit cards including VISA, MASTERCARD and MAESTRO. On the order you must provide us with your exact billing address and telephone number - the address and telephone number your credit card bank has on file for you. Incorrect information will cause a delay in processing your order.
PLEASE NOTE: We only accept debit and credit card payments from cards registered to an address within the UK.
V. Delivery Information
We aim to deliver most products within 5 days where possible; however some made-to-order items may take longer. Please note however that any delivery dates given are only provisional. Goods are always subject to availability, and the time taken for delivery is sometimes outside of our control. All orders will be delivered within 28 days of the order process date.
Soakology strongly advises you not to book your installers or engage in any preparatory work until full receipt of your goods is received and your delivery date has been agreed. If any item is out of stock, a Soakology Sales Advisor will contact you via email or telephone to advise you of the expected delivery date and keep you up to date with any changes in status. If your item is not in stock we will automatically back order for you and notify you by phone or email giving you the option to cancel your order if you would rather not wait. If an order cannot be successfully completed due to the purchaser being unable to accept the goods on the date agreed, then a redelivery charge may be applicable. This cost would then be covered by the purchaser and is required in advance.
If goods are ordered over the weekend or on a bank holiday, the order date is taken as the following working day for delivery purposes. If a delivery would normally fall due over the Christmas shut- down period, the delivery period may be extended to a later date. After completion of your order please check your receipt and ensure that all the details are correct.
If you are in any doubt please contact our sales department immediately as post delivery changes take time and can be an inconvenience to you. Please ensure that all goods are checked by yourself and we ask that any problems are reported to our Customer Service Advisors on 03300 882 803 within 24 hours of delivery.
Provided you have notified us of a problem with the goods within 24 hours of the delivery, then we will (subject to stock availability) replace or repair any damaged items. As soon as we have delivered the goods to your door you will be responsible for them. We will only deliver to the address on the order and goods will not be left without a signature unless authorised by the person named on the order. From the time of receipted delivery of the goods, any loss or damage to the goods shall be at your own risk. Delivery charges can be found under "Delivery Information" on our home page.
Please note that we send many larger items on a pallet courier service. With these deliveries the pallet(s) are considered part of the packaging and are left with the goods. In addition, these deliveries are often made on larger vehicles and the delivery is to the curbside only. Please ensure that you have sufficient persons to receive the goods and bring them onto/ into your premises. The customer is considered to be responsible for access to the premises on the day of delivery. If there are any access issues, including narrow lanes, no parking zones etc. please let us know as we may be able to change to a smaller vehicle - but this may incur a fee that would have to be paid before delivery is attempted.
IT IS IMPORTANT THAT YOU DO NOT SCHEDULE OR COMMENCE ANY INSTALLATION WORK UNTIL YOUR GOODS HAVE ARRIVED AND HAVE BEEN CHECKED.
VI. Cancellations and Returns
If you have received the goods and are unhappy with them, we have a cooling off period of 14 calendar days. We will give a full money back refund within 14 calendar days from the day of delivery. To exercise your right of cancellation you must give written notice by post or email, giving your order reference number, details of goods ordered and the delivery details and this must be received and acknowledged by us. For full details on how to return goods please contact our Customer Service Advisors directly on 03300 882 803. Returns made after the cooling off period but within 30 days will receive credit for the original price of the goods. All goods must be in their original packaging and unused. You must contact our Customer Service Advisors who will arrange a courier to collect the items and deliver any replacements. Please note that a collection charge will be implemented for all non faulty returns (which could be more than £50 per large collection), and that this must be paid prior to any return collection being processed and this would include a missed delivery or rejection on the day of delivery. We will process any refunds within 14 days of receiving the cancelled goods less any extra collection charges incurred as detailed previously.
Faulty or Damaged Goods
You must notify us of any faulty or damaged goods within 24 hours of receipt of delivery. Where the goods are being returned because they are faulty, incorrect or damaged then we will meet the cost of the return. Contact our Customer Service Advisors who will arrange a courier to collect the goods and delivery any replacements. For proof of the problem, you may be asked to provide a digital photograph. As we may be required to return the product to a supplier, if you attempt to fit a product then you are accepting it, including the damage or fault, so everything must be inspected thoroughly prior to fitting.
Soakology cannot accept any liability for any returned goods until they have been signed for by one of our members of staff. Always inform our Customer Service Advisors of the details of any goods you intend to return. Please note that customers are unable to return items in person. With credit orders no returns are allowed after the 14 calendar day cooling off period.
If you have any questions regarding cancellations or returns then please call our Customer Service Advisors on 03300 373 708.
VII. Warranty and Liability
Where the Goods are defective we shall at our option reimburse the whole or part of the price paid or repair or replace any defect developing under the normal use of the Goods, provided that the defect in question shall have appeared within 12 months following the date of delivery of the Goods or within 12 months of the performance of the Services and provided that you shall have thereupon promptly notified us in writing. Any such Goods alleged to be defective shall, if so required by us, be made available for collection by us. If the Goods are found to be defective any return carriage and/or delivery expenses will be met by us. In the event of the Goods not being defective you will be liable to refund us any reasonable expenses or costs incurred by us and/or our agents.
We shall not be liable for any claim or claims relating to any breach of any express or implied warranty brought after 12 months of the date of delivery.
Our liability is also subject to compliance by you with all the terms contained in this Contract.
We shall not, unless a guarantee is given in writing by a Company director, be liable for any claim or claims related to: whether the Goods fit in your premises; the dimensions of your bathroom(s); and the suitability of any plans drawn up for or by you even if the plans are drawn up by an employee or representative of the Company.
We shall, in relation to the Goods and Services, have no obligation to you, other than the express obligations contained in these Conditions or in any document expressly incorporated in writing into the Contract and signed by one of our authorised sales representatives. Accordingly, you should insure against any liability arising from the performance of the Services and from your use of the Goods.
If you use any installer we recommend for installing Goods or use any plumber, builder, electrician, decorator or other tradesman we recommend you do so at your own risk alone and we shall not be liable for any injury, death, direct or indirect loss or damage incurred as a result of your decision to use that installer or tradesman.
Under no circumstances shall our liability exceed the price paid by you for the Goods and Services save in the event of death or personal injury arising from the negligence of the Company or in the event of fraud or fraudulent misrepresentation.
We shall not be liable to you for any pure economic loss, loss of profit, loss of business, depletion of goodwill or otherwise, in each case whether direct, indirect or consequential, or any claims for consequential compensation whatsoever (howsoever caused) which arise out of or in connection with the Contract.
If you have any questions regarding warranty or liability issues then please call our Customer Service Advisors on 03300 373 708.