Terms & Conditions
Terms & Conditions
These Terms & Conditions apply to all orders placed with us. Nothing in these Terms affects your statutory rights under UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.
1. Definitions
- Consumer: an individual purchasing wholly or mainly for personal use.
- Business / B2B: a purchaser acting for business purposes (including sole traders, companies, public sector and charities).
- CCR: the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
2. Returns & Return Carriage Costs
Where a return is accepted, goods must be returned to us securely packaged and protected for transit.
2.1 Return Costs
- Unless goods are faulty or misdescribed, return carriage costs are the customer’s responsibility.
- For B2B orders, return costs are always the responsibility of the business customer unless agreed otherwise in writing.
Please refer to our Returns Policy for the process and eligibility criteria, and our Shipping Policy & Charges for failed delivery terms.
3. Packaging, Resale & Third-Party Cancellations
Our goods are supplied for use by the purchaser. Products may be supplied in transit packaging suitable to protect goods in delivery and storage, and may not be presented in “retail-ready” packaging suitable for resale.
3.1 Packaging Is Not Guaranteed to Be Resale-Ready
- We do not guarantee manufacturer cartons, outer boxes, labels, or shrink-wrap will be in a condition suitable for onward resale.
- We do not accept returns solely on the basis that packaging is not suitable for resale, or that a third party (for example your customer) has cancelled their order.
For consumer purchases, this does not affect statutory cancellation rights where applicable; however, goods must still be returned with reasonable care taken.
4. Back-Orders, Supplier Orders & Cancellation Charges
Some products may be supplied on a back-order basis or ordered in from suppliers specifically to fulfil your order. Where lead times are shown or communicated at the point of order, the customer acknowledges that fulfilment may take longer than standard stock items.
4.1 B2B / Non-CCR Orders
For B2B orders (and any non-cancellable/special-order items), cancellations may not be possible once we have placed an order with our supplier, or where goods are already in transit to us.
A dispatch estimate is provided in your order confirmation email. Customers can refer back to this by searching their inbox for the subject line “Your Order #[Order Number]”, which confirms the lead time advised at the point of order.
- If we are unable to cancel our supplier order without charge, we reserve the right to pass on any irrecoverable supplier costs to the customer.
- This may include supplier cancellation charges, handling/processing costs, and any inbound carriage costs already incurred.
- Where applicable, any remaining balance (if any) will be refunded in accordance with our policies and Terms.
We will always try to minimise costs and will confirm any applicable charges with you as part of the cancellation request.
4.2 Consumer Orders
For consumer orders, statutory cancellation rights under CCR apply where eligible. Where a product is non-cancellable (for example bespoke or made-to-order items), or where an exclusion applies, cancellation may be refused or handled in accordance with the applicable exclusion.
5. Contact Us
If you have questions about these Terms & Conditions, please contact us at info@janitorialsupplies.co.uk .