Terms and Conditions
20th October 2008
Registered Office: Candela Interiors Ltd, Houghton Hall Lodge, The Green, Houghton Regis, LU5 5DY
Registered in England Number: 06098218
VAT Number: GB 940 4769 10
Web Site: www.candelainteriors.com
These Terms and Conditions
These Terms and Conditions apply to all transactions on this site. Please read them carefully. They do not affect your statutory rights.
We may change these Terms and Conditions at any time. Any changes will take effect on the date they are posted on to the site (see date above). You will be asked to read and accept the Terms and Conditions each time you place an order to ensure that you are familiar with the most current ones.
Please note that different terms, including prices, delivery charges, delivery times and returns policies, may apply to purchases made from one of our dealers.
You will have an opportunity to check and correct any input errors in your order up until you click the Confirm Order button.
After you submit an order we will give you an Order Reference Number and details of the products you have ordered. We will send the same details to you in an email acknowledging receipt of your order (Order Acknowledgement). We will then send a further email when we start to process your order (Order Processing). Please note that these emails are both acknowledgements, not acceptance of your order.
Subject to the paragraph headed “IMPORTANT” underneath the “Prices and Payment” section below, acceptance of your order and the creation of a legally binding contract between us will only occur when we send you an email confirming your order (Order Confirmation). This will contain details of how your products will be delivered to you. Alternatively, we may decline all or part of your order for any reason, in which case our Order Confirmation email will tell you so.
When deciding whether or not to accept your order we may use certain information about you, including any received from our payment processing partners, Protx, PayPal and Google Checkout.
We will tell you if your payment details cannot be authorised for any reason and may invite you to pay by another method.
Prices and Payment
All prices and charges on this site are in British Pounds Sterling (GBP). They include any VAT payable, but exclude delivery charges. For details see ‘Delivery and Returns’ below.
The total cost of your order will be the price of the products you order, the applicable delivery charge, plus any additional services you choose. All these will be set out clearly in your Shopping Basket before you submit your order.
Prices, offers and products are subject to availability and may change before, but not after, we accept your order. If something becomes unavailable we may offer you an alternative or hold your order until new stock is available.
International Customers - We offer a currency converter on our web site for your convenience. This is updated daily from www.xe.com using mid-market foreign exchange rates. However, your order will be submitted in British Pounds Sterling and any conversion shown on our web site should only be used as an indication and is provided for solely illustrative purposes. We cannot guarantee the exact exchange rate you will receive when your payment is processed. Payments will be processed in British Pounds Sterling and converted to your own currency by your card issuer. Depending on the method of payment you choose, the exact conversion rate to your own currency will be decided by your payment card issuer, PayPal or Google Checkout. Some card issuers may also include a currency conversion fee in the final amount shown on your statement. If a subsequent refund is processed, it will be converted at the prevailing rate of exchange (which may differ from the original transaction) by your card issuer, PayPal or Google Checkout.
IMPORTANT: We try very hard to ensure that all information on this site is accurate. However, just occasionally, an error can occur. If we discover an error in the price or description of a product you have ordered, we may cancel your order at any time up to the point we send you the product(s) (even if you have received your order confirmation email). We will contact you where we become aware of an error and ask whether you wish to continue with your order at the correct price or cancel it. If we do cancel your order, you will receive a full refund of any charges paid in advance.
We accept payment by most major credit and debit cards, PayPal and Google Checkout. Payment is deducted when we process your order.
Restrictions - Age Requirements and Limits on Orders
If you order a product with a minimum age requirement, by ordering you confirm that you are of the required age.
We reserve the right to place limits on orders at our discretion or due to operational needs.
DELIVERY AND RETURNS
Where We Deliver
We can deliver to all parts of the United Kingdom, European Union, USA and Canada. We may deliver to other countries at our discretion and by prior arrangement.
We use a range of reputable third-party carriers to deliver our goods, depending on the destination and type of goods ordered.
UK Offshore Islands, Isle of Man, Channel Islands, Northern Ireland and Overseas - Some items cannot be sent by air (e.g. flammable liquids and gels). These items will be sent by road / land / sea and delivery may take longer than advertised for our standard delivery service. We will confirm the expected delivery time when we process your order.
We make every effort to keep our delivery charges as low as possible. Our charge depends on the type of product ordered and whether you choose standard delivery or a premium service, and whether or not you have all of your products delivered at the same time. You only pay one delivery charge for each order, irrespective of the number of products ordered. If you order two or more products which fall into different categories, the higher charge applies.
Full details of our delivery charges, by country and postcode is shown on the Delivery & Returns page on our web site. There are additional charges if you choose a premium delivery service, e.g Saturday delivery or timed deliveries. You will always be able to see all applicable charges before submitting your order. Not all premium delivery services are available to all locations.
How We Deliver
Smaller products are generally delivered either by courier or by post. If your product is one which is delivered by courier, you may be given the option of choosing a premium delivery service for a small extra charge during the order process.
Large free-standing fireplaces are generally delivered by our own delivery service or by our appointed carrier. For these larger products you will be asked or told about delivery dates for standard delivery as part of the order process.
We will notify you which delivery method we will use when we send you the Order Confirmation email. Very occasionally different products in the same order may be delivered separately.
For certain goods we will specify an “expected delivery date”.
In all other cases set out below, delivery times are calculated in working days i.e. Monday to Friday inclusive but excluding Bank Holidays. If you order after 11:30am, please calculate your delivery time as if your order had been placed the following working day. For delivery on the next weekday (if available), please order before 11:30am.
Delivery dates are not guaranteed and may be subject to change.
Standard Postal and Courier Deliveries
Standard postal and courier deliveries should arrive within 2-5 working days of placing your order. To avoid disappointment, please allow a little extra time during busy sales periods. For extended bank-holiday periods like Christmas and Easter please allow 5-7 working days.
Premium Courier Delivery Services
If you choose a product which is delivered by courier, you may be offered the option of paying a small extra charge for a premium delivery service. In this case, your product will be delivered on the date and during any time slot specified wherever possible. Premium delivery services are not guaranteed unless a guarantee is specifically advertised. Premium delivery is not available for products delivered direct from the supplier. All deliveries must be signed for.
If we are sending your product by courier, our Order Confirmation email will contain an order number. Tracking instructions are shown on our Online Tracking page on our web site. Standard courier deliveries are usually made between 9am and 6pm. All deliveries must be signed for. If you are out when the courier arrives, the courier will leave a card with a contact number for you to call.
IMPORTANT: We do everything we can to meet the delivery times specified in this section. However, these cannot be guaranteed as occasionally delivery times may be affected by factors beyond our control e.g. problems obtaining authorisation for your payment, adverse weather conditions or stock availability. We will inform you if we become aware of an unexpected delay.
Please allow extra time for deliveries to rural areas of Scotland and Wales, Scottish Islands and Northern Ireland.
Tracking Your Order
You can track the progress of your order by logging in and then going to ‘My Account’. We will inform you if there are likely to be any unexpected delays.
Tracking Your Delivery
You can track the progress of your delivery using your order number and by following the instructions shown on our Online Tracking page on our web site.
Missing, Damaged or Incorrect Orders
We try very hard to ensure that you receive your order in pristine condition. If you do not receive all your products, please check that they have been despatched by using our tracking facility. Simply log in and go to ‘My Account’. If your order is not on its way to you, either email us at firstname.lastname@example.org or telephone 0845 2247 358. In the unlikely event that a product arrives damaged or faulty, you may be asked to send us more information by email (which may include a request for photographs) so we can understand the nature of the problem and propose a solution.
Incorrect Address - If you supply an incorrect address and your order is subsequently returned to us, you may be asked to pay a failed delivery charge* and a second delivery charge before your order is despatched again. If you subsequently cancel the order, delivery charges will be deducted from the refund (both directions - delivery and return).
No Access / No Answer (Excludes large fireplaces and pallets) - The courier will make 2 delivery attempts and will leave a card. Thereafter you will be invited to collect your order from the courier's nearest depot at no extra charge. Further delivery attempts may be arranged at the prevailing rate shown on our Delivery & Returns page. Failed deliveries will be held by the courier for 7 days. If the order is not collected or a redelivery arranged it will be returned to our warehouse. A failed delivery charge* and a second delivery charge will apply to have the order resent. Where an order cannot be delivered and is returned to our warehouse and subsequently cancelled, a refund will be made after deduction of delivery costs (both directions).
No Access / No Answer (Large fireplaces and pallets) - We will agree a delivery date with you in advance for large fireplaces and pallets. If you need to change or cancel the delivery you must advise us at least 48 hours in advance. You should also advise us in advance if there are any special access requirements or if access to large vehicles is restricted. You are also responsible for ensuring that any applicable parking permits or similar are made available to our carrier at the time of delivery. If our carrier is unable to access your property or there is no-one available to sign for the consignment the carrier will return the product to our warehouse. A redelivery charge will apply. This varies by location and is subject to a minimum charge of £25.00.
* Failed Delivery charges: A failed delivery charge may be levied by the courier when a consignment is returned to sender (Current rates = Business Post £20; City Link £10; Parcelforce £10). This charge will be deducted from any refund due. Large fireplaces and pallets, minimum charge £25.00
We will exchange or refund your purchase either before or up to 28 days following the day of delivery if you return the item to us as set out below, but it must be returned unopened and in its original packaging, complete with any free gifts or accessories provided.
This does not affect your consumer rights and if you open the goods to inspect them, you can still cancel your purchase at any time either before or up to 7 working days* following the day the goods are delivered.
You can cancel your purchase by:
- emailing us at email@example.com to request a returns authorisation number
* “working days” means all days other than Saturday, Sunday and Public Holidays
In all cases, your product must be complete and in 'as new' condition. If you have opened the box to examine the product you must have done so without damaging or marking the product or packaging. The product must not have been used or installed. It should be returned with the original box and packaging, along with any accessories you received with it. Any free gifts received with the product must also be returned.
If you follow the above steps, we will issue you with a full refund for the cost of the product excluding any delivery charge* you paid. Refunds take up to 14 days to be credited to your payment card.
If an item was sent in conjunction with a "Free Delivery" promotion, the actual cost of the delivery will be deducted from any refund due, subject to a minimum charge of £8.75 GBP.
If you would like us to collect the goods from you, the following collection charges apply (UK Mainland only). For other areas (inc. Scottish Islands, Northern Ireland, Isle of Man and Channel Islands), the exact collection charge will be advised when we receive your cancellation request.
Product Type & Collection Charge
Small items, wall-mounted fireplaces, fire gel, bio-ethanol fuel
Large freestanding fireplaces and pallets
If you return two or more product types together, only the higher charge applies. The collection charge will be taken at the same time as we refund your purchase price. This will be shown separately on your refund receipt.
Whilst the goods are in your possession you must take reasonable care of them and not use them.
We cannot cancel your purchase when:
- the goods were a special order to your specification
- the goods have been used
The following are guidelines for all goods ordered for delivery.
Wherever possible we will respond to your individual circumstances.
If there is a fault with your product - You will always have the option of an exchange or refund if the fault occurs within 28 days of delivery. In all cases we reserve the right to inspect the product and verify the fault.
To qualify for a refund or exchange the product must be:
- in otherwise 'as new' condition
- complete with any accessories and free gifts offered with it if possible, with the original box and packaging
You can either return the product to our warehouse in person, by courier or email firstname.lastname@example.org to arrange a collection. Any refund due to a fault or other defect will include a refund of the applicable delivery charge. In these cases, we will also pay for our costs of collecting goods. Replacement goods are sent by standard delivery only. Premium services are not available.
This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear.
THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM THE CITIZENS ADVICE BUREAU OR CONSUMER DIRECT.
We, our Group companies and our suppliers own the copyright, trademarks and all other intellectual property rights in all material and content on this website, which you may use, download, copy, publish, transmit or otherwise make available by any other means only for your own personal, non-commercial use. Any other use or reproduction of the material or content is strictly prohibited.
You may not create any link to this website without our prior written consent, nor may you restrict or inhibit the use or enjoyment of it by anyone else.
These terms and conditions, and all transactions relating to this website and all non-contractual obligations arising from any transaction carried out on this website are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these terms and conditions.
Additional terms and conditions may apply for prize competitions, our added value services and offers. If so, you will be alerted to them at the relevant juncture.
These terms and conditions only cover the Candela Interiors website. Any other websites to which you link from this site are governed by their own terms and conditions. We accept no responsibility or liability for the content or operation of websites which are not under our control. We are required by law to tell you that sales can be concluded in English only and that no public filing requirements apply.
Items sold on this website are generally intended for normal domestic and consumer use and not for resale or commercial use. We reserve the right to refuse access to this website, to remove or edit content, or to refuse or cancel orders at our discretion. If we cancel an order, it will be without charge to you, and we will reimburse any payment made by you
Conditions of Use - www.candelainteriors.com
The term “Candela Interiors Ltd.” or “us” or “we” refers to the owner of the website whose registered office is St John’s House, 54 St John’s Square, London, EC1V 4JL, United Kingdom. Our company registration number is 06098218, registered in England and Wales. The term “you” refers to the user or viewer of our website.
- The content of the pages of this website is for your general information and use only. It is subject to change without notice.
- Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
- Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
- This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
- All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
- Unauthorised use of this website may give to a claim for damages and/or be a criminal offence.
- From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
- You may not create a link to this website from another website or document without Candela Interiors’s prior written consent.
- Your use of this website and any dispute arising out of such use of the website is subject to the laws of England and Wales.