Terms and Conditions
1.1 In these conditions:
'Condition': means the standard terms and conditions of sale set out below, including any special terms and conditions agreed in writing by us;
'Contract': means any contract for Goods made between you and the Company;
'Goods': means the packaged products or services which we shall supply in accordance with these Conditions;
'We': means Durovin Bathrooms which is the trading name of Po Fai International Ltd. trading as Durovin Bathrooms | Registered in England & Wales Company Number: 08284704 | Registered Office: Unit 15, Bentley lane Industrial Estate, Bentley Lane, Walsall, West Midlands, WS2 8TL. Vat no. 236085607.
'You': means the customer seeking to purchase the Goods from us and 'Your' shall be construed accordingly.
The price of the Goods shall be the price given on the date you place your order and will be confirmed on your invoice. The price of the Goods will include VAT at the prevailing rate. Delivery charges may be applicable to your order. For Further information please contact the customer service via:
Tel: 01922 627773; Email:[email protected]
Prices correct at time of print. Errors and omissions excepted.
3. DATE FOR PAYMENT
You shall pay for the Goods online or in person in full either at the time you place the order or, upon collection, with cleared funds, otherwise the delivery date may be canceled and re-scheduled.
4. ORDER CHANGES
4.1 Should you wish to change the order, delivery date or delivery address, you should contact Durovin Bathrooms no later than 1 day prior to your original agreed delivery date to enable us to perform the contract alterations.
4.2 The courier will contact you to establish the date when scheduling delivery or returns. We are using 24-48 hrs courier service. Please notify the courier or contact our customer service team if you need to change the delivery/collection date.
5. ORDER CHANGE COST
5.1 We will dispatch your order on the date of receiving the payment if before 2pm or the next business day if after 2pm; and under the successful completion of our inspection process.
5.2 If you would like to change your order, please contact our office via email or telephone before your order is dispatched. Durovin Bathrooms at the point of purchase.
5.3 If your order change inquiries after the item have been dispatched; You should follow conditions of cancel order part 9. And all dispatch / return postage fees are to be covered by you. Durovin Bathrooms at the point of purchase.
6. COLLECTION AND DELIVERY
6.1 Our home delivery service options and pricing will be explained at the point of order.
6.4 Any specific, or exceptional, delivery requirements should be agreed with Durovin Bathrooms at the point of purchase.
6.2 Home deliveries are generally made between 7.30am and 6pm. A convenient delivery date will be agreed with you at the point of placing your order.
6.3 You shall be responsible for making all necessary arrangements to take collection of the Goods.
6.4 Any specific, or exceptional, delivery requirements should be agreed with Durovin Bathrooms at the point of purchase.
6.5 Delivery charges for orders outside mainland Britain or Scotland may vary.
6.6 If you fail or refuse to take delivery of the Goods or fail or refuse to give us adequate delivery instructions on the date agreed for delivery, then we reserve the right to charge you the subsequent delivery charges.
6.7 We recommend that you do not confirm the start date with your installer until you have received and checked your delivery. If you do not check your delivery is correct before Installation starts Durovin Bathrooms will not accept liability for any additional costs that you incur while any product Issues are resolved.
6.8 You agree to accept delivery within 30 days of the date you make payment in full for your order unless otherwise agreed. We reserve the right to charge storage charges at the rate of 10% of the total order per month if orders are delivered outside 30 days.
6.9 Risk of damage to, or loss of the Goods shall pass to you at the time we deliver to your agreed delivery address.
We use a number of proven couriers to deliver your order, and the courier responsible for delivery will depend on what you order and where your order is being delivered to. Orders placed after 2PM with next day delivery selected will not be processed until the following day and then dispatched for delivery the day after.
For small parcel deliveries, generally letter box sizes or under 2kg, we will use Royal Mail. Each item will be carefully packaged and collected direct from our warehouse. Your delivery will then arrive at your door within the time frame you selected (Delivery is normally made within 1-3 days or next day if expedited shipping is selected).
For Medium parcel deliveries, we will use a range of couriers such as Parcelforce, TNT, UPS, DHL and DPD. Each item will be carefully packaged and collected direct from our warehouse. Your delivery will then arrive at your door the next business day unless you have requested otherwise.
A specialist delivery service is required on larger items, such as Glassware, Bath Tubs and selected items over 30kg. The standard specialist service time scale is an estimated 2-5 working days. It may take up to 14 days for Scotland orders. When your order is processed and given to our courier, you will be contacted to arrange a suitable delivery date.
For all deliveries
A signature is required to accept delivery on all orders, please arrange for someone to be at the location to sign, this is especially important for the large product deliveries.
Large Products are only available as a 2 Man delivery service option which is region specific. Details of the Postcode surcharges can be found on the delivery image and to summarise:
Zone A - Most parts of England and Wales - Free
Zone B - Scottish Lowlands - £40
Zone C - Scottish Highlands - £60
Zone D - Northern Ireland - WE NEET TO EXTRA SHIPPING FEE BASE ON COURIER REQUIREMENT.
Zone E - All Offshore Islands - WE DO NOT SHIP
- Orders to IV postcode areas other than IV1, IV2, IV3, IV12, IV13, IV31, IV32, IV33, IV36, the delivery surcharge will be £200.
- Orders to Zones D, E and globally can be placed but the shipping would need to be pre-arranged by the customer.
- Some areas in Highlands and Islands may have different quotes for the shipping. In this instance, our customer service team will contact you.
For your added convenience, we can deliver selected small items direct to your local store for collection at the store manager's discretion. As we deliver to our stores anyway, we are able to offer this service FREE OF CHARGE. Ask for details of your local stores delivery dates.
Check your delivery
At the point of delivery please check that the number of items delivered matches the number advised on the hand-held electronic device or the delivery note, so that your delivery can be recorded accurately. If the packaging arrives damaged, the Goods must still be signed for. We will request to complete a full check of all items within 48 hours of the day after delivery – Unless otherwise advised on the POD. Please open each box and check that everything is as ordered and appears in good condition.
At Durovin Bathrooms we offer a no quibble replacement policy for items incorrectly supplied or damaged in transit during our delivery. Please notify within 48 hours and we will arrange to put things right as fast as we can.
7. LOSS OR DAMAGE TO GOODS ON DELIVERY
7.1 You must examine the Goods to check that they are as ordered and undamaged within 48 hours from the day after delivery. Please open each box and check that everything is as ordered and appears in good condition. Durovin Bathrooms will replace Goods free of charge that have been incorrectly supplied or damaged in transit during their delivery. You must notify us within 48 hours from the day after the day on which the Goods were received and We will arrange for a replacement item to be delivered and the damaged item to be collected.
7.1.1 We will be unable to process a replacement, exchange of the item, or a refund for any orders in which damage is reported after the standard 30-day window.
7.1.2 All orders in which damage has been reported beyond the 7-day window but inside the standard 30-day window we will be able to process a replacement or exchange of the item but not a refund.
7.1.3 All damaged Goods, wherever possible, should be returned in their original packaging.
7.1.4 Damage reports need to be filed before installation and use. We cannot provide refunds for product(s) that have been damaged after installation or use, or have had the damage reports filed after installation or use.
7.2 To verify all damage and offer specific advise all reports of damage will require at least but not limited to two images along with a written summation of the issue.
7.2.1 The aforementioned images should show:
- A close image of the damage/issue itself;
- An overview of the item showing the location of the issue.
- Any damage to the packaging.
- The address label and courier’s label.
8. FAULTY ITEMS
8.1 All products sold have passed all required safety certification and should you wish to have a copy of the certification this can be obtained by contacting Durovin Bathrooms directly.
8.2 If you believe an item is faulty, we would require a formal report from the professional who installed the item stating the reasoning for the item being faulty along with images showing the fault.
8.3 If the item is deemed to be faulty then the item will be replaced or refunded at your request.
8.4 If the item is not deemed to be faulty and the cause of the issue lies with the installation then we reserve the right to charge a one-off manufacturing reporting fee. This fee varies depending on the item and can be obtained prior to processing a faulty item claim.
9. CANCELLATION RIGHTS-GOODS ORDERED INSTORE, VIA THE INTERNET OR TELEPHONE
9.1 You will be entitled to cancel the Contract with us in the following circumstances:
9.1.1 Internet, telephone and store orders where goods have not been installed and you are unhappy with the Goods, for whatever reason, and notify us before the expiry of 30 days from the day after the day on which the Goods were received; or
9.1.2 Where Goods supplied are faulty or not in accordance with the specifications of your order.
9.2 A refund will be reimbursed to you within 28 days from the day after the day on which the cancellation was made. This is subject to you being given reasonable opportunity to return the goods.
9.3 This right of cancellation does not apply to special orders of products not featured in the Durovin Bathrooms Catalogue or where goods are specifically made to your specification or personalised at your request.
9.4 You are obliged to take care of any products that you intend to return to us. We ask you to ensure that returned items are complete, unused and, wherever possible, in the original packaging. Please ensure that they are packed appropriately for courier collection.
9.5 We cannot refund Goods that have been damaged while in your possession.
9.6 All dispatch / return postage fees are to be covered by you if your cancellation inquiries after the item have been dispatched.
9.7 You will take responsibility of the product conditions during return transit if you refuse the item when you are receiving it.
10.1 If for any reason you wish to return the product(s) ordered, we can accept a return or exchange for 30 days from date of purchase, as long as the product(s) are returned in their original packaging and are unused and undamaged.
10.1.1 In the case that a product is returned after the initial 30 days window, but is considered in good condition, a partial refund of 85% can be issued. This is due to a 15% deduction for platform fees.
10.2 The product(s) will be non-refundable if the product(s) has been used or installed. If a non-refundable product(s) is sent to us, we will store It for 7 days to give time for the customer to arrange a collection.
10.2.1 If you wish to return a product(s) on the basis of believing it is faulty, this is handled in accordance to our Faulty Items policy. Please consult section 8 for more information.
10.3 All return postage fees are to be covered by you, the customer except in situations set forth from 7.1.
10.3.1 There is £10 return postage fee for the small/medium item and £30 return postage fee for the large item may charged if the delivery was failed due to the reason that the buyer refuses the delivery or the buyer is not at home.
10.4 We will process/dispatch the refund or exchange on the date of receiving the item if before 2pm or the next business day if after 2pm; and under the successful completion of our inspection process.
10.4.1 Should the item(s) not pass the inspection process upon return then images of the item will be taken and forwarded to you in order for you to process a claim with your chosen courier service in order to claim compensation for the value of the item(s).
10.5 Item must be returned with original packaging and in a re-saleable condition (irrespective of the fact that the item is faulty/damaged) at the cost of buyers. Once received, we shall investigate the complaint/fault to determine whether this is a manufacturing defect, damaged whilst in transit or simply damaged by the buyer (knowingly or unknowingly). Please be assured we shall do our utmost to resolve all issues regarding our products swiftly and to the benefit of our customers unless the underlying issue is caused directly or indirectly by the customer or by the actions/instructions of the customer.
10.5.1 We will only accept returns which are returned in our original packaging. If you do not have the original packaging, please contact our customer service team before you make the return.
10.6 The shipping fee will not be refunded in any condition.
10.7 You may contact our customer service team via email is [email protected] or through the phone 01922 627773.
We need to find a better way to differentiate between faulty items and regular returns
11. WARRANTY AND LIABILITY
11.1 Proof of purchase is required before any warranty claim can be assessed.
11.2 We shall make good by reimbursement of the whole or part of the price or, at our option, by repair or by replacement any defect developing under normal domestic use of the Goods within the stated guarantee period for the product effected, see below for full details of our product guarantees.
11.3 Save as provided elsewhere, our liability for death or personal injury caused by our negligence shall be unlimited and for all other loss or damage which you may suffer or incur in connection with the supply of Goods, our liability shall be limited to that caused by a natural and reasonably foreseeable consequence for which we are at fault or negligent.
11.4 All products are supplied as with a parts-only liability, we cannot be held accountable for any installation or re-installation costs due to product failure or installation errors.
11.5 If you are not entirely satisfied with your purchase, please contact our customer service team. We will try to resolve any issues that you have as quickly as possible and if necessary, we will explain how to follow our complaints procedure.
12.1 We shall have no liability whatsoever for any failure to perform, or for a delay in the performance of any of our obligations under the Contract arising wholly or in part by reason for any factor beyond our direct control.
12.2 In placing an order with us, you warrant that you are a resident of the United Kingdom and that you have the necessary permission and authority to enter into this Contract.
12.3 Where any competent authority deems any Condition to be invalid or unenforceable in whole or in part, then the offending part shall be removed and the validity of the remainder of the Condition shall not be affected.
12.4 These Conditions do not purport to confer a benefit on any third party by virtue of the Contracts (Rights of Third Parties) Act 1999 by any person that is not a party to it.
12.5 The Contract and these Conditions shall be governed by the laws of England, and you agree to submit to the non-exclusive jurisdiction of the English courts.
12.6 Any notice required or permitted to be given by either party to the other under these Conditions shall be in writing addressed to the other party and delivered to the address provided at the time the order is confirmed or any subsequent or alternative address which one party may notify to the other from time to time.
12.7 The terms and conditions do not affect your statutory rights.
How to Claim:
In the unlikely event that you encounter a problem with a Durovin Bathrooms product you should contact us directly. They will be able to advise whether it is due to faulty product or faulty installation. If the problem is due to a manufacturing fault, the case will be assessed by our technical team who can offer advise and optional resolutions.
We will replace at our discretion, in part or whole, a product which is defective in operation or materials. If the exact model is no longer available, we will endeavour to provide the nearest equivalent from our then current range. To be covered by the guarantee, all products should be installed in accordance with the instructions provided and be for domestic use only. Products must be purchased and installed in the UK and Ireland only. This product guarantee applies to the original purchaser or end user and the original installation address only, is non-transferable and takes effect from the date of purchase. The guarantee does not cover damage during fitting, accidental or malicious damage, improper use or negligence, discoloration due to prolonged exposure to sunlight or UV light, general wear and tear, damage due to poor installation or servicing or consequential loss. Care should be taken in hard water areas to ensure that all items are regularly cleaned. We require original proof of purchase to be provided for us to be able to consider any claim, so please keep your invoice and/or receipt.
Durovin Bathrooms reserve the right to alter the details of, or wholly withdraw elements of these guarantees entirely at their discretion. Existing commitments will be honored up to the date the change is made and in accordance with the terms as set out here.
Our Guarantee is in addition to your statutory rights, and does not affect your statutory rights.
Products sold as ex-display have been installed in our store or at exhibitions and may well have scuffs and cosmetic damage consistent with normal use and where ever possible we have tried to show affected areas prior to sale.
Ex-display products are sold without standard Guarantee. This does not affect customer's statutory rights. Durovin Bathrooms are continually improving products and reserve the right to alter specifications.