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Terms and Conditions

These Terms and Conditions should be read in conjunction with the Privacy and Cookie Policy.

Big Home Shop Limited, trading as Trueshopping and Trueinstallers, acts on behalf of the following companies, all are subsidiaries of Big Home Shop Limited: Truekitchens Limited, Truebathrooms Limited, Truegardens Limited and Truetools Limited. All companies are registered at Suite 206, Group First House, 12a Meadway, Shuttleworth Mead Business Park, Padiham, BB12 7NG.

These Terms and Conditions and any documents and communication referred to herein, set out the terms and conditions of sale and our websites. Please read these terms and conditions carefully before you order as they may affect your rights and liabilities under the law and set out the terms of which the goods are available to you. Using our websites and ordering goods from us via any method acknowledges your understanding and you agree to these terms and conditions. We reserve the right to update these terms and conditions and terms of use without prior notice.

  1. Use of Trueshopping.co.uk and Trueinstallers.co.uk
    1. Use of our websites are provided to you free of charge for personal use subject to these terms and conditions. By using these websites, you agree to be bound by these terms and conditions. All orders and purchases made on these websites will also be governed by these terms and conditions and will be between you and Big Home Shop. Your contract will not under any circumstance be with any other party, including any retailer whose website may have directed you to this website. These terms do not affect your statutory rights.
    2. You must not reproduce, duplicate, copy or resell any part of our website or any content unless specifically authorised in writing from Big Home Shop Limited.
    3. Although Big Home Shop aims to offer you the best possible service, Big Home Shop cannot guarantee that the service will be fault free. If a fault occurs in the service, please report this to customer services and we will attempt to correct the fault as soon as possible.
    4. Your access to this website may be occasionally restricted to allow for maintenance or the introduction of new facilities or services. We will attempt to restore the service as soon as we can.
    5. Due to limitations on photographic reproduction, colours may differ slightly from the actual products shown. Please see the sample section of these terms and conditions.
    6. Information contained on Truesinstallers.co.uk is no the responsibility of Big Home Shop and therefore cannot be held accountable for its accuracy. Your interactions with organisations and/or individuals found on or through the Website, including payment and delivery of goods or services, and any other terms, conditions, warranties or representations associated with such dealings, are solely between you and such organisations and/or individuals. You agree that Big Home Shop shall not be responsible or liable for any loss or damage of any sort incurred as the result of any such dealings. If there is a dispute between Users on this Website, or between Users and any third party, you understand and agree that Big Home Shop is under no obligation to become involved. In the event that you have a dispute with one or more other Users, you hereby release Big Home Shop, its officers, employees, agents and successors in rights from claims, demands and damages (actual and consequential) of every kind or nature, known or unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way related to such disputes and/or our service.
    7. Big Home Shop performs a number of checks on feedback with an aim to ensure that feedback is authentic and will remove feedback that in its sole discretion appears to be fake, uses profanity or any other form of abuse, but makes no claim or warranty of the accuracy or authenticity of any feedback.
    8. The content on our website is not intended to be construed as advice. You must seek your own independent professional advice before deciding to take any course of action on the basis, whether in whole or in part, of any content available on our website at any time.
    9. We make no representations and provide no warranties whatsoever, whether expressed or implied, that any of the content or materials available on our website from time to time are accurate, up to date or complete.
    10. Big Home Shop Limited accept no liability for loss, injury or reaction to any products purchased. All product make-up including materials, contents and use should be checked before purchase. Big Home Shop Limited will offer no compensation or claim under these provisions.
  2. Online Account
    1. Placing an order with Big Home Shop or any of its subsidiaries you will be automatically created a customer record which can be used on Trueshopping.com to monitor past and place future orders.
    2. You must keep confidential all customer records and information such as user name, identification number, account code and/or password. All information provided for the use of the account holder. The account holder is responsible for any consequences of unauthorised access of your account due to any disclosure of your account information to any third party.
    3. When creating an account, you must provide accurate and complete information. You must not create a customer record on the behalf of anyone else. On creating a record, you consent that all the information provided is true, accurate, current and complete.
    4. Big Home Shop reserve the right to withdraw or restrict access to the record without notice.
    5. If you know or suspect that any breach to your record has taken place you must contact customer services immediately.
  3. Prices
    1. The prices payable for the items that you order are clearly set out in the website and any quotation that is sent to you by any Big Home Shop representative. If by mistake we have under-priced an item, we will not be liable to supply that item to you at the stated price, provided that we notify you before we dispatch the item concerned.
    2. All prices on the website are displayed in pounds sterling inclusive of VAT at the current rates. This will be the case unless otherwise stated.
    3. The price of the items does not include any delivery charges. If any are applicable these will be charged at the rates applicable at the date you place the order and that are displayed at the time of the order. If by mistake we have undercharged for delivery, we reserve the right to cancel the order but will attempt to gain contact with the purchaser to capture the required shipping cost to dispatch the order.
    4. Our prices are reviewed periodically and are liable to change at any time, all changes will not affect orders that have been dispatched prior to the change. Any orders that are pending may be liable for the price increase.
  4. Availability
    1. If for any reason beyond our reasonable control, we are unable to supply any particular item, we will notify you as soon as possible. We will give you the opportunity to cancel the order or change to a suitable alternative. Please note that an additional charge may be taken if exchanging for a more expensive item. A partial refund will be given in the event of the exchange being of a lesser value.
  5. Order Acceptance
    1. On placing an order with us you will receive an order confirmation, please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy products.
    2. Contracts between us is formed on dispatch of the goods.
    3. If we decline to supply goods and payment has already been taken, we shall credit you via the appropriate payment method with the price of the goods and services within 30 days of declining your order. Big Home Shop are not obliged to offer you any additional compensation for disappointment or inconvenience suffered.
    4. If there is a problem with your order in terms of availability of the goods or our availability to deliver, we shall contact you as soon as reasonably practicable.
    5. The contract will relate only to the products that have been detailed in an order confirmation. We will not be obliged to supply any other products which have not been confirmed on the order confirmation.
  6. Our Liability
    1. Some of our products will be supplied by third party companies. Please note that the legal contract is between you and ourselves and you are subject and bound to these terms.
    2. All deliveries are by third party carriers; Big Home Shop Limited will not be held liable for any damages caused in the normal delivery process to property or possessions. If any damage is occurred, then the courier delivering the product should be contacted.
  7. Delivery, Shortages and Acceptance
    1. Please ensure that at least one telephone number is supplied and that it is valid and contactable at all times. This may be needed for delivery confirmation. Failure to provide a valid contact number may result in your order being delayed for which we accept no responsibility.
    2. Delivery will be made to the address specified by you on the completed order form or at the time of placing the order. Once the goods have been delivered to you they will be held at your risk and we will not be liable for their loss or destruction.
    3. If you are not able to take delivery of the products, depending on the carrier used, your goods will either be stored at the depot nearest to your address until you are able to collect them or the carrier will attempt to re deliver the goods to your address.
    4. It is the policy that if you are not available at the address specified, the carrier will attempt to complete the delivery to one of your neighbours.
    5. We shall use reasonable endeavours to secure delivery within our advised timescales but shall not be liable for loss or inconvenience by a delay in delivery. Please note that all delivery dates specified are an estimate however a specified time and date is available at an additional cost however Big Home Shop Limited will not be responsible for any failed deliveries out of their control.
    6. If you order items with different delivery dates, we will hold all the items until the last item is available. You may however choose to have each item delivered separately and we reserve the right to charge you additional shipping costs.
    7. In the unlikely event of missing, incorrect or damaged items, this must be reported directly to customer services within 2 working days from the date of delivery. Following this point, Big Home Shop Limited reserve the right to reject any claims and any costs for replacements that may be incurred by the consumer.
    8. All deliveries will be sent with a despatch or delivery note and should be checked against the goods received.
    9. Claims will not be accepted for any goods where they have been used, modified, installed or assembled.
    10. All claims for damages will need to be supported with photographic images and the buyer must be available as additional information may be required.
    11. Kitchen & Bathroom Deliveries - further terms in relation to kitchen and bathroom deliveries can be found below. These are inclusive of all other terms.
      1. All deliveries will be delivered kerbside and will need someone able to accept delivery in this manner. Please advise of any factors that may affect delivery including access and restrictions.
      2. If a package shows signs of damage, customers should not refuse a delivery. The delivery note should be signed as damaged and handed to the driver. Items are suitably over packaged to withstand transit damage and the product may be intact. We will however endeavour to replace damaged parts if this should be the case on inspection as soon as reasonably possible.
      3. Big Home Shop Limited reserve the right to reject any claims or loss of earnings for compensation and loss of earnings that may be incurred by the consumer.
    12. A re-stocking fee may be charged for any failed deliveries of 15%.
    13. There may be additional delivery charges for re deliveries.
    14. Pallet Deliveries - All deliveries will be delivered kerbside and will need someone able to accept delivery in this manner. Please advise of any factors that may affect delivery including access and restrictions.
    15. Goods will have deemed to be successfully delivered after 7 days of the estimated delivery date, unless you inform us otherwise within 7 days of the estimated delivery date. If you do not receive goods ordered by you within 30 days of the date of which you ordered them or the confirmed delivery date, Big Home Shop Limited will accept no liability for the non-delivery; this includes the cost of the goods, indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) and compensation.
    16. We do not offer a collection service. Please contact customer service for more information.
  8. Installation
    1. We suggest that before scheduling any installation you check all the products that you have received are damage free and complete. Big Home Shop cannot be held responsible for any loss or additional charges incurred for delay, damages or shortages on delivery.
    2. All installers that are located on our websites or are aware of our company are in no way affiliated or employed by Big Home Shop Limited. It is the responsibility of the customer to ensure that they have the necessary insurance, liability, certifications and checks. Big Home Shop are making no referrals or recommendations of any installers featured.
    3. It is the responsibility of the installer to check the corresponding manufacturers installation information and the manufacturers technical information to ensure that this is up to date and to ensure that the products can be fitted in a way that meet the buyers' requirements.
    4. We specifically exclude any liability for products that are assembled or fitted that is not as per the manufacturers specifications or instructions.
  9. Cancellation and Returns
    1. If you choose to cancel an order that you have not yet received this must be done before the item has been dispatched, if after this time you may contact the courier or refuse the delivery.
    2. We reserve the right to refuse refund of any shipping charges if cancelled once dispatched. There may be a 15% restocking fee applied to all cancellations in this manner.
    3. You have the right to return your order up to 14 days following delivery. There are some exclusions to this:
      1. Bespoke products
      2. Pre-drilled doors including custom
      3. Made to measure products
      4. Samples
      5. Made to order products
      6. Used, not in perfect condition, including products not in its original packaging, original labels removed and missing original documentation.
      7. Assembled or built
      8. Lubricated, oiled, inflated or had any liquid in the product
      9. Modified, cut or amended
      10. Other products indicated on the listings.
    4. In the unlikely even of goods being received damaged or short, see paragraph 7 of these terms and conditions.
    5. You have the right to return faulty items within 30 days from the date that you receive the goods, if a fault is discovered within this time you should contact us immediately to report this. We will endeavour to fix any faults over the telephone and where spare parts are required to rectify the fault these will be sent free of charge within the first 6 months. In all cases we are within our right to request images and/or inspect the product to verify the fault. It is within our rights to attempt one repair to fix any fault before any return is accepted. Please note there are some products that will require regular maintenance and will suffer general wear and tear, these products are exempt from returns under these circumstances as they are not a manufacturing defect. Please see below:
      1. Recoil Starters
      2. Carburettors
      3. Spark Plugs
      4. Air and Fuel Filters
      5. Blades and Cutting Tools
      6. Bulbs and lighting
      7. Electrical connections
      8. Hinges
      9. Edging
    6. All warranties and guarantees are non-transferrable and are only valid for the original purchaser. Big Home Shop Limited will not be responsible for any purchases from a re seller.
    7. For faulty products it is the onus of the buyer to prove that it is a manufacturing fault. Big Home Shop Limited will not be liable for any additional costs or compensation associated with this.
    8. Returns should be sent to: Trueshopping Returns, Unit OB2, Time Technology Park, Blackburn Road, Simonstone, Lancashire, BB12 7TY. Returns sent to any other address could cause a delay in you receiving your refund.
    9. All returns will be inspected and if they comply with our returns terms and conditions will be refunded with 5 working days of receipt. Any returns that are not within our terms will be refused refund and you will be charged for return shipping.
    10. For faulty and damaged returns you will be refunded all shipping costs, any other return reasons will be exempt from shipping refunds.
    11. It is the buyers' responsibility to return goods including all the parts and pay the return postage costs. It is the responsibility of the buyer to ensure that the products are returned new, unused, damage free and in a resalable condition in their original packaging. If items are damaged on return they will be refused refund and you will be charged the return shipping. It is advisable to insure your returns due to this reason.
    12. Big Home Shop Limited is not responsible for any return shipping costs. Any costs agreed to be refunded will be to a maximum of £10.00 in all circumstances.
    13. It may be possible to arrange a collection for an item however there will be a charge for this service.
    14. All returns must be received within 30 days, any returns outside of this timescale may be refused and returned to the buyer.
    15. Kitchen and Bathroom returns may be subject to a 15% re stocking fee.
    16. Additional packaging for returns is not available. All products should be returned in such a way as to prevent any or further damage to the product. The onus for this is for the buyer.
  10. Colour Matching Service
    1. We have a colour matching service available. This is only available on limited ranges. Please contact customer services for further information.
    2. An additional charge of £50 plus VAT per 20 doors may be added for this service.
    3. If you have a sample, or where possible a colour code or RAL colour number we will be able to match it. If this is not possible this will be communicated beforehand.
    4. There will be an up to 6 weeks lead time for the colour match service, this will consist of a 3 week's sample creation for you to approve and followed by a 3-week manufacture.
    5. Please note all orders hand painted and made to measure/order products will be requested in writing and are non-returnable and cannot be cancelled or returned after the sample has been approved.
  11. Samples, Quotations, Drawings and Telephone Assistance
    1. Certain products may not be suitable for matching to existing products therefore when purchasing kitchen and bathroom products we recommend using our sample service to avoid disappointment and returns.
    2. Big Home Shop will refund all samples purchased to the value of £ 20 for subsequent orders of over £300. This process is not automated so please contact customer services to take advantage of this service, this must be done within 30 days or your order.
    3. All quotations will only be valid if in writing on a Big Home Shop Limited or any of its subsidiary official quotation or proforma documents. These will be valid for 30 days from the date created unless stated otherwise on the paperwork. After this date there may be a need to re calculate the price.
    4. All quotations are bound by these terms and conditions.
    5. A quote or estimate is not a confirmation of purchase.
    6. Any samples, drawings, descriptive matter or advertising produced are an approximate idea of the goods described in them. They shall not form part of the contract or have any contractual force.
  12. Payment
    1. Payment is accepted by all major credit or debit cards and PayPal. Please note we do not accept payment by American Express.
    2. PayPal payments may be subject to a 3.5% charge.
    3. Payment can be made by via, BACS, bank transfer and postal cheque and the goods will be shipped on clearance of the payment.
    4. All refunds will be made via the original payment method.
    5. Authority for payment will be assumed at the time of the order.
    6. Our liability to you in connection with any order will not exceed the total price charged for the goods.
  13. Intellectual Property
    1. The content of this website is protected by copyright, trademarks and other intellectual property rights.
    2. All trademarks, service marks, trade names, logos, copyright, images and other intellectual property rights on our website and any other publication are either owned by us or licensed to us. All such rights are protected by intellectual property laws around the world and all rights are reserved.
    3. All branding and intellectual property owned by a third party may be trademarks of their respective owner, who may or may not endorse or be affiliated with us.
    4. You may retrieve and display content of this website on a computer screen, mobile device and store such content in electronic format on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and propriety notices. You may not otherwise reproduce, modify, crop or distribute or use for commercial purposes, any of the material or content on Big Home Shop or its subsidiary's websites without written permission from Big Home Shop.
    5. No Licence is granted to you in these terms and conditions to use any trademark of Big Home Shop Limited.
    6. Big Home Shop Limited owns all the intellectual property rights relating to Trueshopping.co.uk and Trueinstallers.co.uk, including designs, text, database, graphics and layouts, and you agree to not use or copy any part thereof without express permission.
  14. Liability of Trueshopping.co.uk and Trueinstallers.co.uk
    1. This website is provided by Big Home Shop without any warranties or guarantees. You must bear the risks associated with the internet.
    2. In particular, we disclaim all liabilities in connection with the following:
      1. Incompatibility of these websites with any of your equipment, software or telecommunications links.
      2. Technical problems including errors of the website
      3. Unsuitability, unreliability or inaccuracy of the websites
      4. Inadequacy of the websites to meet your requirements
    3. You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from us. The importation or exportation of certain goods to you may be prohibited by national laws. We make no representation and accept no liability in respect to the export or import of goods you purchase.
    4. Nothing in these terms and conditions is intended to limit any rights that you might have as a consumer under the applicable law or other statutory rights.
    5. Nothing in these terms shall exclude our liability for personal injury or death shall exclude our liability for personal injury or death caused by our negligence or shall affect or exclude your statutory rights where it would be unlawful to do so.
  15. Third Party Websites
    1. Our websites include links to other websites and material which are beyond its control. Big Home Shop is not responsible for content on the internet or World Wide Web, or any other website outside of our websites.
  16. General
    1. These terms shall be governed by and construed in accordance with the laws of England and Wales and any disputes will be decided only in English courts.
    2. If any of these terms is held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or part, this will not affect the validity of the remaining terms which will continue to be valid and enforceable to the fullest extent permitted by law.
    3. We reserve the right to edit/remove reviews that contain inaccurate, abusive, slanderous, malicious and contain any language that may cause offence.
  17. Customer Service
    1. Customer service is available Monday to Friday 08.30 - 17.00.
    2. Please call 0333 320 7794 or email help@trueshopping.co.uk
    3. Customer Services are available to assist in all aspects of your enquiries including pre and post-sale. We have a technical support team available along with a dedicated order and aftercare team.

© 2019 Big Home Shop. All rights reserved. All prices in GBP unless otherwise stated.

VAT number: GB732545539

Trueshopping.co.uk is a trading name of Big Home Shop Limited, a company registered in England and Wales.

Company number: 08006212