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Terms & Conditions

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

 

Big Home Shop Limited (in administration) is under a legal duty to supply goods and services that are in conformity with these terms. Nothing in these terms will affect the user’s statutory legal rights, including but not limited to under the Consumer Rights Act 2015.

These Terms and Conditions and any documents and communication referred to herein, set out the terms and conditions of sale and our websites and will be the only terms which govern the sale of goods by Big Home Shop Limited (in administration) to you.

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.

Big Home Shop Limited (in administration), which includes the trading styles “Trueshopping” and “Trueinstallers”, is registered at Suite 206, Group First House, 12a Meadway, Shuttleworth Mead Business Park, Padiham, BB12 7NG.

1.     Introduction

a.     NOTICE TO CUSTOMERS – on 12 January 2022, Big Home Shop Limited (in administration) (the “Company”) entered into administration and Richard Harrison and Howard Smith of Interpath Ltd were appointed as joint administrators of the Company (“Administrators”). The appointment was made by the Company’s directors under the provisions of paragraph 22 of Schedule B1 to the Insolvency Act 1986. The Administrators act as agents of the Company only and without personal liability. 

b.     In these terms, the following words have the following meanings:

 

Customer”, “you” or “your” means the customer which purchases the Goods from the Company; and

 

Goods” means any goods, items, equipment or other products which you purchase from the Company on this website.

  1. Use of Trueshopping.co.uk and Trueinstallers.co.uk

a.     Use of our websites is 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 the Company. Your contract will not under any circumstance be with any other party, including any other website which may have directed you to this website. These terms and conditions do not affect your statutory rights.

b.     You must not reproduce, duplicate, copy or resell any part of our website or any content unless specifically authorised in writing from the Company.

c.     Although the Company aims to offer you the best possible service, the Company cannot guarantee that the service will be fault free. If a fault occurs in the service, please report this to customer services.

d.     Your access to this website may be occasionally restricted to allow for maintenance or the introduction of new facilities or services.

e.     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.

f.       Information contained on Trueinstallers.co.uk is not the responsibility of the Company and the Company therefore cannot be held accountable for its accuracy. Your interactions with organisations and/or individuals found on or through this 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 the Company 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 the Company is under no obligation to become involved. In the event that you have a dispute with one or more other users, you hereby release the Company, 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.

g.     The Company 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 it considers 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.

h.     All content and media on our websites is created and published online for informational purposes only. It 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 websites at any time.

i.       We make no representations and provide no warranties whatsoever, whether expressed or implied, that any of the content or materials available on our websites from time to time are accurate, up to date or complete.

j.       The Company accepts no liability for loss, injury or reaction to any Goods purchased. All product make-up including materials, contents and use should be checked before purchase. The Company will offer no compensation or claim under these provisions.

3. Online Account

a.     By placing an order with the Company you will automatically be created a customer record, which can be used on Trueshopping.com to monitor past and place future orders.

b.     You must keep confidential all customer records and information such as user name, identification number, account code and/or password. All information is 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, including any passwords, to any third party.

c.     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 confirm that all the information provided is true, accurate, current and complete.

d.     The Company reserves the right to withdraw or restrict access to the account without notice.

e.     If you know or suspect that any breach to your account has taken place you must contact customer services immediately.

4. Prices

a.     The prices payable for the Goods 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 on our websites any Goods, we will not be liable to supply such Goods to you at the stated price, provided that we notify you before we dispatch the Goods concerned.

b.     All prices on the website are displayed in pounds sterling

c.     UK Customers: Prices are inclusive of VAT at the current rates. This will be the case unless otherwise stated.

d.     NON UK Customers: For delivery of orders outside of the UK, you, as the Customer will be designated the importer of record on this sale, and liable for the VAT and duty on this sale. However, we have included the cost of such VAT and duty in the selling price (prepayment of VAT and duty) and will pay these sums on your behalf to the relevant authorities via our logistic partners. By placing this order, you grant us the authority to transact the import on behalf of yourself and to pay the relevant taxes and duties on your behalf.

e.     The price of the Goods does not include any delivery charges. If any delivery charges 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 you to capture the required shipping cost to dispatch the order.

f.       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.

5. Availability

a.     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.

6. Order Acceptance

a.     On placing an order with us you should 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 Goods.

b.     The contract between you and the Company is formed only on dispatch of the Goods.

c.     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 within 30 days of declining your order. The Company is not obliged to offer or give to you any additional compensation for disappointment or inconvenience suffered.

d.     If there is a problem with your order in terms of availability of the Goods or our availability to deliver, we shall aim to contact you as soon as reasonably practicable.

e.     The contract between you and the Company will relate only to the Goods that have been detailed in an order confirmation. We will not be obliged to supply any other Goods which have not been confirmed on the order confirmation.

7. Our Liability

a.     Some of the Goods may be supplied by third party companies. Please note that the legal contract is between you and the Company and you are subject to and bound by these terms.

b.     All deliveries of the Goods are by third party carriers. The Company will not be liable for any damage caused in the delivery process, whether to property, possessions or otherwise. If any damage is caused during the delivery process, you should contact the relevant third party carrier of the Goods.

8. Title, Delivery, Shortages and Acceptance

a.     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.

b.     The Company (acting by its Administrators) shall only sell such right, title and interest, if any, as it has in the Goods. 

c.     Delivery will be made to the address specified by you on the completed order form or at the time of placing the order.

d.     You own the Goods once the Company has received payment in full for those Goods.

e.     The Goods will be your responsibility from the time the Company or third party carrier delivers the product to the address you gave the Company. 

f.       If you are not able to take delivery of the Goods, depending on the carrier used:

  1. your Goods may be stored at the depot nearest to your address until you are able to collect them; or
  2. the carrier will attempt to redeliver the Goods to your address on another date; or
  3. the carrier will attempt to deliver the Goods to one of your neighbours.

g.     We shall use our reasonable endeavours to arrange delivery within our estimated 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. A specified time and date for delivery is available at an additional cost however the Company will not be responsible for any failed or delayed deliveries.

h.     If you order Goods with different estimated 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.

i.       In the unlikely event of missing, incorrect or damaged Goods, this should be reported directly to customer services as soon as reasonably possible following delivery.

j.       All deliveries will be sent with a despatch or delivery note and should be checked against the Goods received.

k.     Claims will not be accepted for any Goods where they have been used, modified, installed or assembled.

l.       All claims for damages will need to be supported with photographic images and you must provide any additional information requested by the Company.

m.   Kitchen & Bathroom Deliveries - further terms in relation to kitchen and bathroom deliveries can be found below. These are inclusive of all other terms.

                                                                     i.          All deliveries will be delivered kerbside and will need someone able to accept delivery in this manner. You must advise the Company of any factors that may affect delivery including access and restrictions.

                                                                   ii.          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 Goods may be intact. We will however endeavour to replace damaged parts if this should be the case on inspection as soon as reasonably possible.

                                                                  iii.          The Company reserves the right to reject any claims or loss of earnings for compensation and loss of earnings that may be incurred by the consumer.

n.     A re-stocking fee may be charged for any failed deliveries of 25%.

o.     There may be additional delivery charges for re deliveries.

p.     Pallet Deliveries - All deliveries will be delivered kerbside and will need someone able to accept delivery in this manner. You must advise the Company of any factors that may affect delivery including access and restrictions.

q.     If after a failed delivery to you, you do not re-arrange delivery the Company may contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite the Company’s reasonable efforts, it is unable to re-arrange delivery it may end the contract and deduct (from any applicable refund) or charge you reasonable compensation for the net costs it will incur as a result of you breaking the contract. If the Company’s supply of the Goods is delayed by an event outside its control then it will contact you as soon as possible to let you know and will take reasonable steps to minimise the effect of the delay. Provided the Company does this it will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact the Company to end the contract and receive a refund for any Goods you have paid for but not received.

r.      We do not offer a collection service. Please contact customer service for more information.

9. Installation

a.     We suggest that before scheduling any installation you check all the Goods that you have received are damage free and complete. The Company cannot be held responsible for any loss or additional charges incurred for delay, damages or shortages on delivery.

b.     All installers that are located on our websites or are aware of our company are in no way affiliated or employed by the Company. It is your responsibility to ensure that you and any installers have the necessary insurance, liability, certifications and checks. The Company is not making any referrals or recommendations of any installers featured on our websites.

c.     It is the responsibility of the installer to check the corresponding manufacturer’s installation information and the manufacturer’s technical information to ensure that this is up to date and to ensure that the Goods can be fitted in a way that meets your requirements.

d.     We specifically exclude any liability for Goods that are assembled or fitted in a manner other than that specified by the manufacturer’s specifications or instructions.

10.  Cancellation and Returns

a.     If you choose to cancel an order that you have not yet received this must be done before the Goods have been dispatched. After the items have been dispatched, you have the right to contact the courier to request that they return the Goods to the Company or refuse the delivery.

b.     We reserve the right to refuse to refund any shipping charges if cancelled once dispatched. There may be a 25% restocking fee applied to all cancellations in this manner.

c.     You have the right to change your mind and return your order up to 14 days following delivery. There are some exclusions to this, which include:

                                                                     i.          Bespoke products;

                                                                   ii.          Personalised products;

                                                                  iii.          Pre-drilled doors including custom;

                                                                  iv.          Made to measure products;

                                                                   v.          Samples;

                                                                  vi.          Made to order products;

                                                                vii.          Used, not in perfect condition, including products not in its original packaging, original labels removed and missing original documentation;

                                                               viii.          Assembled or built;

                                                                  ix.          Lubricated, oiled, inflated or had any liquid in the product;

                                                                   x.          Modified, cut or amended; and

                                                                  xi.          Other products indicated on the listings.

d.     In the unlikely event of Goods being received damaged or short, see paragraph 8 of these terms and conditions.

e.     You have the right to return faulty Goods 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 may be sent free of charge within the first six months from delivery. In all cases we are within our right to request images and/or inspect the Goods to verify the fault. It is within our rights to attempt one repair to fix any fault before any return is accepted.

f.       Please note there are some Goods that will require regular maintenance and will suffer general wear and tear. The Company shall not be liable for defects in Goods (or parts of Goods) arising as a result of fair wear and tear. For example:

                                                                     i.          Recoil Starters;

                                                                   ii.          Carburettors;

                                                                  iii.          Spark Plugs;

                                                                  iv.          Air and Fuel Filters;

                                                                   v.          Blades and Cutting Tools;

                                                                  vi.          Bulbs and Lighting;

                                                                vii.          Electrical Connections;

                                                               viii.          Hinges;

                                                                  ix.          Edging; and

                                                                   x.          Leather and Leatherette Materials, Zips, Studs, Buckles and Stitching.

g.     All warranties and guarantees are non-transferrable and are only valid for the original purchaser of the Goods. The Company will not be responsible for any purchases from a re-seller.

h.     For faulty products it is your responsibility to establish that any such fault is a manufacturing fault. The Company will not be liable for any additional costs or compensation associated with this.

i.       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.

j.       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.

k.     For faulty and damaged returns you will be refunded your shipping costs. Any postage costs agreed to be refunded will be to a maximum of £10.00 in all circumstances. 

l.       The Company will not be liable for delivery and return shipping costs in any other circumstances (including the right to change your mind) and you must pay for the costs of return.

m.   It is your responsibility to return Goods including all the parts and pay the return postage costs. It is your responsibility to ensure that the Goods are returned new, unused, damage free and in a resaleable 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.

n.     It may be possible to arrange a collection for an item however there will be a charge for this service.

o.     All returns must be received within 30 days. Any returns outside of this timescale may be refused and returned to you.

p.     Kitchen and Bathroom returns may be subject to a 25% re stocking fee.

q.     Additional packaging for returns is not available. All Goods should be returned in such a way as to prevent any or further damage to the product.

r.      Please note due to the personalised nature of Moniker Haus products we do not accept returns unless your item is faulty. All Moniker Haus products are quality inspected before being sent to you.

11.  Colour Matching Service

a.     We have a colour matching service available. This is only available on limited ranges. Please contact customer services for further information.

b.     An additional charge of £50 plus VAT per 20 doors may be added for this service.

c.     If you have a sample, or where possible a colour code or RAL colour number, we will endeavour to match it. If this is not possible this will be communicated to you.

d.     There will be a waiting time of approximately six weeks for the colour match service.

e.     Please note all hand painted Goods and made to measure/order Goods are non-returnable and cannot be cancelled or returned after the sample has been approved.

12.  Samples, Quotations, Drawings and Telephone Assistance

a.     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.

b.     The Company may refund all samples purchased up to a maximum 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.

c.     All quotations will only be valid if in writing on the Company’s official quotation or proforma documents. Such quotations will be valid for 30 days from the date created unless agreed otherwise in writing by the Company. After this date there may be a need to re calculate the price.

d.     All quotations are subject to these terms and conditions.

e.     A quote or estimate is not a confirmation of purchase.

f.       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.

13.  Payment

a.     Any payments in respect of amounts which are due to be made by you to the Company (whether in connection with any Goods or any other amounts payable by you to the Company under these terms and conditions) shall be made without any withholding, deduction, set-off or counterclaim.

b.     Payment is accepted by all major credit or debit cards and PayPal. Please note we do not accept payment by American Express.

c.     PayPal payments may be subject to a 3.5% charge.

d.     Payment can be made by via, BACS, bank transfer and postal cheque and the Goods will be shipped on clearance of the payment.

e.     We will endeavour to effect all refunds via the original payment method.

f.       Authority for payment will be assumed at the time of the order.

14.  Intellectual Property

a.     The content of this website is protected by copyright, trademarks and other intellectual property rights.

b.     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.

c.     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.

d.     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 the Company’s or its subsidiaries' websites without written permission from the Company.

e.     No licence is granted to you in these terms and conditions to use any trademark of the Company.

f.       The Company 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.

15.  Exclusions and Liability of the Company (and Trueshopping.co.uk and Trueinstallers.co.uk)

a.     This website is provided by the Company without any warranties or guarantees. You must bear the risks associated with the internet.

b.     In particular, we disclaim all liabilities in connection with the following:

                                                                     i.          Incompatibility of these websites with any of your equipment, software or telecommunications links;

                                                                   ii.          Technical problems including errors of the website;

                                                                  iii.          Unsuitability, unreliability or inaccuracy of the websites; and

                                                                  iv.          Inadequacy of the websites to meet your requirements.

c.     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.

d.     To the fullest extent permitted by law, all representations, statements, or assurances, warranties and arrangements, prior drafts, agreements, understandings or undertakings, of any nature whatsoever, given or existing before the date of this agreement in respect of the Goods or any of them or any of the rights, title and interests transferred or agreed to be transferred pursuant to this agreement are expressly excluded (including without limitation, warranties and conditions as to title, quiet possession, quality, fitness for purpose and description).

e.     The Goods are supplied by the Company subject to all faults, liens, executions, distraints, encumbrances, detentions or other claims of third parties over them or in respect of their use and are sold in their present state, condition and (where applicable) location. The cost and expense of discharging or compromising any or all of the foregoing shall be for the sole account of you and you shall have no recourse against the Company or the Administrators and shall not be entitled to make any claims or recovery for loss or seek any reduction in the price paid or payable by you. 

f.       Neither the Administrators, their firm, partners, employees, advisers, representatives or agents shall incur any personal liability (whether as a consequence of breach of contract, tort or otherwise) under or in connection with this agreement or any Goods supplied or any document executed pursuant to these terms or any other contract or obligation entered into between you and the Company whether before or after the commencement of the administration of the Company.

g.     No liability which arises in any way under or pursuant to these terms or otherwise (whether to you or any other person) will be a liability falling within any of the sub-paragraphs of paragraph 99 of Schedule B1 to the Insolvency Act 1986 or rule 3.51 of the Insolvency (England and Wales) Rules 2016.

h.     You acknowledge that the terms and conditions set out herein are reasonable given that the Company is in administration.

i.       Without prejudice to clauses 15(e) and 15(f), clause 15(j) sets out the maximum financial liability of the Company and the Administrators (including any liability for the acts or omissions of their respective staff, employees, agents or sub-contractors), to you in respect of any breach of these terms, and any representation, statement or tortious act or omission including negligence arising under or in connection with these terms or the supply of Goods.

j.       The Company’s maximum liability in contract, and the Company’s and the Administrators’ maximum liability in tort (including negligence or breach of statutory duty), misrepresentation or otherwise, arising in connection with the performance or contemplated performance of these terms and/or the supply of Goods by the Company to you shall be limited to the price paid by you for the Goods. Unless otherwise required by law (and then only to that extent) neither the Company nor the Administrators shall be liable to you for any indirect or consequential loss or damage (whether for loss of profit, loss of business, depletion of goodwill or otherwise), costs, expenses or other claims for consequential compensation whatsoever (howsoever caused) which arise out of or in connection with this agreement or any Goods supplied to you.

k.     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 where it would be unlawful to do so.

l.       Nothing in these terms 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.

16.  Third Party Websites

  1. Our websites may periodically include links to other third party websites and material which are beyond the Company’s control. These terms govern only this website and not any third party websites. A link to a third party site is not an endorsement of the content or services in that site and the Company is not responsible for the said content on the internet or World Wide Web, or any other website outside of this website.
  2. If you decide to access or engage in services through linked third party websites, you do so at your own risk. You should direct any concerns regarding any third party websites to the administrator of the applicable third party website. You should also refer to the separate terms of use, privacy policies and other rules posted on third party websites before you use them.

17.  General

a.     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.

b.     Where there is a conflict between these terms and the terms of any other document or agreement entered into between the parties, these terms shall take precedence.

c.     Any other terms which any of the parties specify will be of no effect unless agreed in writing between them. Save as set out in these terms, the Administrators and the Company shall have no further obligations to the Customer in respect of any prior agreements.

d.     It is agreed and declared by the parties that these terms are not intended expressly or impliedly to confer on any third party any rights pursuant to the provisions of the Contracts (Rights of Third Parties) Act 1999.

e.     You will not assign or transfer any of your rights and obligations under these terms without the prior written consent of the Company (acting by its Administrators). Any purported assignment shall be null and void.

f.      Any notices or other documents to be served under or in connection with these terms upon the Company or the Administrators shall be addressed to the Administrators at Interpath Ltd, One St Peter’s Square, Manchester M2

g.     These terms shall be governed by English law. The courts of England and Wales shall have exclusive jurisdiction to settle any action, proceedings or dispute arising out of, or in connection with, these terms (including non-contractual disputes or claims) and for such purposes you hereby irrevocably submit to the jurisdiction of the courts of England and Wales.

h.     We reserve the right to edit/remove reviews that contain inaccurate, abusive, slanderous, malicious and contain any language that may cause offence.

18.  Customer Service

a.     Customer service is available Monday to Friday 08.30 - 17.00.

b.     Please call 0333 320 7794 or email help@trueshopping.co.uk

c.     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.