WHERE TO FIND INFORMATION ABOUT US AND OUR PRODUCTS
You can find everything you need to know about us, Colebrook Bosson & Saunders (Products) Limited, and our products before you order:
· on our website, if you are placing an order online; or
· from our Customer Service Team.
We also confirm key information to you in writing by email after you have placed an order online. If you have any questions on these terms and conditions, our Customer Service Team can be contacted by emailing customer.service@cbsproducts.co.uk.
WE DON'T GIVE BUSINESS CUSTOMERS ALL THE SAME RIGHTS AS CONSUMERS
For example, business customers can't cancel their orders, they have different rights where there is a problem with a product and we don't compensate them in the same way for losses caused by us or our products. Where a term applies just to businesses or just to consumers, this is clearly stated. You are a business customer if you are buying products wholly or mainly for use in connection with your trade, business, craft or profession, even if you are an individual.
WHEN YOU BUY FROM US YOU ARE AGREEING THAT:
· If you are a business customer, this is our entire agreement with you.
· We only accept orders when we've checked them.
· Sometimes we reject orders.
· We charge you when you place your order.
· If you are a business customer, you have no set-off rights.
· We charge interest on late payments.
· We pass on increases in VAT.
· We are not responsible for delays outside our control.
· Products can vary slightly from their pictures.
· You're responsible for making sure your measurements are accurate.
· We charge you if you don't give us information we need.
· If you are a consumer and you bought online, you have a legal right to change your mind.
· You have rights if there is something wrong with your product.
· We can change products and these terms in some circumstances.
· We can suspend supply (and you have rights if we do).
· We can end our contract with you.
· We don't compensate you for all losses caused by us or our products.
· We use your personal data as set out in our Privacy Notice.
· You have options for resolving disputes with us.
· Other important terms apply to our contract.
IF YOU ARE A BUSINESS CUSTOMER THIS IS OUR ENTIRE AGREEMENT WITH YOU
If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by us or on our behalf which is not set out in these terms and that you have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.
WE ONLY ACCEPT ORDERS WHEN WE'VE CHECKED THEM
We contact you to confirm we've received your order and to confirm we've accepted it.
Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside our delivery areas or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
WE CHARGE YOU WHEN YOU PLACE YOUR ORDER
You will own your product once we have received payment in full.
IF YOU ARE A BUSINESS CUSTOMER YOU HAVE NO SET-OFF RIGHTS
If you are a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
WE CHARGE INTEREST ON LATE PAYMENTS
If we are unable to collect any payment you owe us for any reason, we charge interest on the overdue amount at the rate of 2% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.
If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
WE ARE NOT RESPONSIBLE FOR DELAYS OUTSIDE OUR CONTROL
If our supply of your product is delayed by an event outside our control, such as delays due to strikes, shortage of raw materials or a cancellation by our suppliers, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team to end the contract and receive a refund for any products you have paid for in advance but not received.
PRODUCTS CAN VARY SLIGHTLY FROM THEIR PICTURES
A product's true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different. This can be because lighting conditions affect how colours appear, device screens have limitations and in the event something is being made to a unique specification, all sizes, weights, capacities, dimensions and measurements as indicated by our website or sales team are approximate and intended to give a general description of the goods. Products may also be different from their pictures if we exercise our rights as set out at We can change products and these terms in some circumstances.
YOU'RE RESPONSIBLE FOR MAKING SURE YOUR MEASUREMENTS ARE ACCURATE
If we're making or supplying the product to measurements you provide, you're responsible for making sure those measurements are correct.
WE CHARGE YOU IF YOU DON’T GIVE US THE INFORMATION WE NEED
We charge you additional sums if you don't give us information we've asked for about how we can access your property for delivery, where there is an unexcused delay or failure to accept delivery. We might need to re-deliver on another vehicle or with extra manpower and reschedule services which may incur additional charges.
IF YOU ARE A CONSUMER AND YOU BOUGHT ONLINE, YOU HAVE A LEGAL RIGHT TO CHANGE YOUR MIND
Your legal right to change your mind where you are a consumer and bought online. If you are a consumer and bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
When you can't change your mind. You can't change your mind about an order for:
· goods that are made to your specifications or are clearly personalised; and
· goods which become mixed inseparably with other items after their delivery.
These items cannot be returned and are not eligible for a refund unless they are faulty. See section titled You have rights if there is something wrong with your product.
The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver your product, If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
How to let us know. To let us know you want to change your mind, contact our Customer Service Team and using the model cancellation form below:
(Complete and return this form only if you wish to withdraw from the contract)
To Colebrook Bosson & Saunders (Products) Limited,
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Date
[*] Delete as appropriate
You have to return the product at your own cost. If you have the right to change your mind, you have to return the product (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind and our providing you with the address to send the product back to us. Returns are at your own cost, unless we offered free returns when you bought the product. You can send the product back to us by contacting our Customer Service Team, who will be able to help with the return process. You should keep a receipt or other evidence from the delivery service that proves you have sent the product and when you sent it. We advise always using an established delivery service. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. For help with returns contact our Customer Service Team.
We only refund standard delivery costs for orders returned within the United Kingdom when we issue a refund. We don't refund any extra you have paid for express delivery or delivery at a particular time.
We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team can advise you on whether we're likely to reduce your refund.
When and how we refund you. If you tell us you've changed your mind about a product (where you have a right to) that hasn’t been delivered, we will refund you as soon as possible and within 14 days. If you're sending the product back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). We refund you by the method you used for payment.
YOU HAVE RIGHTS IF THERE IS SOMETHING WRONG WITH YOUR PRODUCT
Return the product to us. If you think there is something wrong with your product, you contact our Customer Service Team.
Your rights and remedies if you are a consumer. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have options for resolving disputes with us.
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Summary of your key legal rights |
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The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: · Up to 30 days: if your goods are faulty, then you can get a refund. · Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases. · Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back. |
Your rights if you are a business. We warrant that, unless an exception applies (see Exceptions to warranties), any products which are goods shall, on delivery:
· conform in all material respects with their description and any relevant specification;
· be free from material defects in design, material and workmanship;
· be of satisfactory quality (within the meaning of the Sale of Goods Act 1979); and
· be fit for any purpose held out by us in writing.
Our goodwill warranty for both businesses and consumers. We warrant that any products that are not bespoke, special or custom-made shall:
· conform in all material respects with any relevant specification; and
· be free from material defects in material and workmanship,
subject to the warranty conditions set out in Our warranty conditions and unless an exception applies (see Exceptions to warranties) on delivery, and for the following period from the date of delivery:
· five years, in respect of "Lolly", "Ondo", "Oripura" and "Monto" products; and
· 12 years for all other products.
Our warranty conditions. Our warranty for both businesses and consumers is subject to the following conditions:
· The warranty is only valid on items which have been purchased directly from us online.
· The warranty is void if the products have been modified in any way or if the product has been abused or used beyond ordinary use (as reasonably determined by us).
· The warranty does not extend to furniture, IT equipment or any other item other than the product supplied by us benefiting from the goodwill warranty.
· This warranty shall extend to the original purchaser only, unless you are a consumer.
· If you are a consumer, you can transfer any warranty we provide to a new owner of the product, subject to the terms of the warranty. We can require the new owner to prove you transferred the product to them, for example by requiring a receipt of the transfer.
Your remedies if you are a business or consumer. Unless an exception applies (see Exceptions to warranties), if:
· you give us notice in writing during the applicable warranty period within a reasonable time of discovery that a product does not comply with the warranty (see Your rights if you are a business and Our goodwill warranty for both businesses and consumers);
· we are given a reasonable opportunity of examining such product; and
· you return such product from within the UK to us at our cost or from outside the UK at your cost,
we shall, at our option, repair or replace (with a like or equivalent product) the defective product, or refund the price of the defective product in full and this will be your only remedy for breach of the warranty. These terms shall apply to any repaired or replacement products supplied by us.
Exceptions to warranties. We will not be liable for a product's failure to comply with the warranties (see Your rights if you are a business and Our goodwill warranty for both businesses and consumers) if:
· you make any further use of such product after telling us it is non-compliant;
· the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the product or (if there are none) good trade practice;
· the defect arises because we followed any drawing, design or specification supplied by you;
· you alter or repair the product without our written consent; or
· the defect arises because of fair wear and tear, wilful damage, negligence, abnormal working conditions or for marks, scuffs or degradation occurring as part of the fair or normal use during the product's operational life.
WE CAN CHANGE PRODUCTS AND THESE TERMS IN SOME CIRCUMSTANCES
Changes we can always make. We can always change a product:
· to reflect changes in relevant laws and regulatory requirements, including European Union requirements; and
· to make minor technical adjustments and improvements, for example to address a security threat or to make enhancements to the product's performance and/or to enhance user safety. These are changes that don't affect your use of the product.
WE CAN SUSPEND SUPPLY (AND YOU HAVE RIGHTS IF WE DO)
We can suspend the supply of a product. We do this to:
· deal with technical problems or make minor technical changes;
· update the product to reflect changes in relevant laws and regulatory requirements; or
· make changes to the product (see We can change products and these terms).
We will let you know if there is a problem and may allow you to terminate. We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend supply, or tell you we're going to suspend supply, for more than three months you can contact our Customer Service Team to end the contract and we'll refund any sums you've paid in advance for products you won't receive.
WE CAN END OUR CONTRACT WITH YOU
We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:
· you don't make any payment to us when it's due and you still don't make payment within 14 days of our reminding you that payment is due;
· you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example, confirming the specification of custom goods; or
· you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us.
WE DON'T COMPENSATE YOU FOR ALL LOSSES CAUSED BY US OR OUR PRODUCTS
Our liability to consumers. We are not responsible for losses you suffer where the loss is:
· Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
· Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We are not responsible for delays outside our control.
· Avoidable. Something you could have avoided by taking reasonable action, for example by following our guides on how to assemble and use the product.
Our liability for any loss you suffer in connection with your trade, business, craft or profession is limited, as described in Our liability to businesses.
Our liability to businesses. If you're a business, then, except in respect of the losses described in Losses we never limit or exclude:
· we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and
· our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to 100% of the total sums paid by you for products under such contract.
Losses we never limit or exclude. Nothing in these terms shall limit or exclude our liability for:
· death or personal injury caused by our negligence, or the negligence of our employees or agents (as applicable);
· fraud or fraudulent misrepresentation;
· breach of the terms implied by section 12 of the Sale of Goods Act 1979;
· defective products under the Consumer Protection Act 1987; or
· any matter in respect of which it would be unlawful for us to exclude or restrict liability.
If you are a business, there are no implied terms about goods. Except to the extent expressly stated in Your rights if you are a business, we exclude all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982.
WE USE YOUR PERSONAL DATA AS SET OUT IN OUR PRIVACY NOTICE
How we use any personal data you give us is set out in our Privacy Notice found here.
YOU HAVE OPTIONS FOR RESOLVING DISPUTES WITH US
You can raise a complaint. Our Customer Service Team will do their best to resolve any problems you have with us or our products.
You can go to court. These terms are governed by English law. If you are a consumer then, wherever you live, you can bring claims against us in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. If you are a consumer we can claim against you in the courts of the country you live in. If you are a business you irrevocably agree to submit all disputes arising out of or in connection with our contract with you to the exclusive jurisdiction of the English courts.
OTHER IMPORTANT TERMS APPLY TO OUR CONTRACT
We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We will tell you in writing if this happens and, if you are a consumer, we will ensure that the transfer won't affect your rights under the contract.
You can only transfer your contract with us to someone else if we agree to this. We may not agree, for example, if payment has not been received in full for the products being purchased. If you're a consumer, you can transfer our consumer guarantee (as explained in Our goodwill warranty for both businesses and consumers) to a new owner of the product.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.
Version 1 [9 September 2025]