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Making a purchase
We list all of our prices both exclusive and inclusive of VAT, where appropriate. Please note that all our prices are subject to change without notice, so please check prices carefully before placing your order. On rare occasions, we may accidentally list an incorrect price for a Product on our website. Where the Product’s correct price is less than the listed price, we’ll charge you the lower amount when processing your order. However, if the Product’s correct price is higher than our listed price, we are under no obligation to provide the Product to you at the incorrect (lower) price, even after we have sent you an order confirmation e-mail. In this situation, at our discretion we will either contact you for instructions before dispatching the Product, or reject your order and notify you of this.
Delivery is free on all web orders.
When and where we deliver
We deliver Monday to Friday (except Bank Holidays), between 7:30am and 5pm and Saturday 9am and 1pm. To check whether we can deliver to your area, please call us on 0845 303 8400.
All of the Products within your order must be delivered to a single address. For security reasons, we must deliver to the cardholder’s address the first time you use a different debit or credit card to pay for your order. After that, future deliveries can be made to different addresses.
Placing your order
You must accept these terms in full before your order can be placed. We do not knowingly sell to children, so you must be aged 18 or over to place an order with us. Our order process lets you check and amend any errors before submitting your order to us. Please take the time to read and check your order
carefully at each stage of the process. Please make sure that you provide your correct phone number and email address when you place your order. When you place your order, this represents an offer to purchase Products from us and we’ll send you an email to confirm that we’ve received your order. However, this order confirmation email doesn’t mean that we’ve accepted your order (see below).
How to pay
For customers without a credit account:
You can only pay for Products ordered through our website by debit or credit card. We accept Visa and Mastercard credit cards, and Maestro, Delta and Visa Electron debit cards. We will take payment for your order, including delivery charges, from your debit or credit card at the time you place your order.
However, this doesn’t mean that your order has been accepted and if we reject your order for any reason (see below), or we can’t supply the Products you have ordered, we’ll credit your payment card with a full refund.
For customers with a credit account:
Authorised personnel nominated by the customer account holder may place orders against the customers previously approved credit account. Payment will be made to agreed terms. Ownership of the goods shall not pass to you until we have received in full (in cleared funds) all sums due to us in respect of the goods and all other sums which are or become due to us from you on any account or (if later) the time of delivery.
Accepting your order, your contract with us and situations where we may have to reject your order
Your order will be automatically accepted when we dispatch your Products, unless we reject your order (see below) and provided that we have received payment in full for the Products and any related delivery charges. The Contract between us is formed at the time we dispatch your Products. If your order is dispatched in more than one delivery, each dispatch will form a separate Contract covering the Product(s) delivered under that dispatch. Without affecting your Consumer Cancellation Right (see below), you can cancel your order for a Product at no cost, at any time before we dispatch that Product. However, if we have already cut or made a Product to your specific measurements, or personalised it for you in any other way, this right to cancel does not apply. Before we have accepted your order, we reserve the right to tell you that your order has been rejected for any reason. In particular, all orders are subject to stock availability. We will tell you as soon as possible if we can not supply one or more of the Products that you have ordered. If we can not contact you about these out-of-stock Products, we will accept your order for the Products we do have in stock. If you have already paid for the unavailable products, we will give you a refund for their purchase price.
Timescales for delivery
We will always try our best to meet the estimated delivery timescales we give you. However, we will not be held responsible for any failure to deliver your order within the stated timescales, provided we deliver the Products within 30 days of receiving your payment, or within a longer time period if we have expressly agreed this with you. If we can not deliver your order within this timescale, we will let you know and give you the opportunity to either wait for the Products or cancel your Contract. If you choose to cancel, we will give you a full refund including any delivery charges that apply. We strongly recommend that you do not book fitters or tradesmen until we have delivered your order in full and you have checked it over. Please note that we can not be held responsible for any charges made by fitters or tradesmen as a result of your order not being delivered, or because you did not check your delivery before booking their services.
Number of deliveries
We will always try to make one single delivery where possible, to minimise inconvenience. However, this may not always be possible. Where your order contains a mix of Products with different delivery lead times, the longest lead time will always apply to the entire order.
Receiving your deliveries
All deliveries must be received and signed for by a person aged 18 or over. If no one is available to take the delivery, we will call you to arrange a suitable date and time for redelivery. We may need to make an additional handling charge for this. If no one is available to receive the redelivery, we may cancel your order and refund your payment, minus any delivery and handling charges.
Faulty Products and Products delivered damaged
In the unlikely event that a Product is faulty, not as described or delivered damaged, your rights are set out in our Terms of Trading policy. If you are ordering Products from us as a consumer rather than in the course of your business, you may have additional legal rights. Nothing in these Terms or our Group Sales Terms will affect these rights.
Please contact us if there’s an issue
If there are any issues with the Products you have ordered, please contact us straightaway so we can help. You can call us on 0845 303 8400. Please have your order number to hand as well as details of the affected Product(s). If we offer you a refund, this will be credited to the card or account used to purchase the affected Product(s).
Statutory right to cancel if you’re a consumer.
Consumer Cancellation Right
If you are ordering Products from us as a consumer, you have a statutory right to cancel any online or telephone orders (excluding orders for bespoke or made-to-measure Products) and receive a full refund, including standard delivery charges. This is your Consumer Cancellation Right and it applies in addition to any other rights set out under these Terms and our Group Sale Terms.
How to exercise your Consumer Cancellation Right
To exercise your Consumer Cancellation Right, you must contact us at any time before the Products are dispatched or within 14 days of delivery, starting on the day after your delivery is made. If your order is delivered in multiple shipments, the 14 day period starts the day after the last instalment is delivered. If we receive your cancellation notice outside these timeframes, your Consumer Cancellation Right will not apply. Please also note that if you exercise your
Consumer Cancellation Right after the Products have been delivered, you will be responsible for returning the Products to us at your own cost and within 14 days of cancelling your order.
How to return Products that have already been delivered to you when you have exercised your Consumer Cancellation Right
You can return any Products to your nearest Lords Builders Merchants branch, along with proof of purchase. Or, you can arrange for us to collect the Products by calling us on 0845 303 8400, with your order number and details of the Products you want to return. We will then arrange for the Products to be collected by our nominated carrier. Please note that our minimum charge for this collection service is 15% of the order value and may be more depending on your location and Product type.
Your refund when you exercise your Consumer Cancellation Right
We’ll refund your returned Products as soon as possible and no later than 14 days after receiving them back. The refund will be made to the debit or credit card you used to pay for the Products. Please note that we have the right to reduce the amount of your refund to reflect any decrease in the Products’ value that has resulted from the manner in which you’ve handled them.
Unless you have a consumer cancellation right or faulty/defective product any cancellations/returns and refunds are at our discretion. To enquire about cancellations and returns, please call 0845 303 8400 with your order number, postcode and phone number. If we do accept a return of the Products, they must be returned in their original condition within 30 days of the date of delivery to you. You’ll be responsible for returning the Products to us at your own cost and we may deduct a restocking charge from the amount of your refund.
How to exercise your Consumer Cancellation Right
To exercise your Consumer Cancellation Right, you must contact us at any time before the Products are dispatched or within 14 days of delivery, starting on the day after your delivery is made. If your order is delivered in multiple shipments, the 14 day period starts the day after the last instalment is delivered. If we receive your cancellation notice outside these timeframes, your Consumer Cancellation Right will not apply. Please also note that if you exercise your Consumer Cancellation Right after the Products have been delivered, you’ll be responsible for returning the Products to us at your own cost and within 14 days of cancelling your order.
Click & Collect
The click and collect service is not available for all goods sold by Lords Builders Merchants, some of which are available on an order and site delivered basis only. Click and collect orders can be made at any time on the Lords Builders Merchants website. Subject to stock availability, we will aim to ensure that click and collect orders are available for collection from the nominated collection branch within two (2) branch trading hours of our first email confirming your order number. Please check your selected branch’s trading hours as these may vary.
Once your order has been placed you will receive an email confirming your order number. A second email will be sent to confirm when your order is available for collection. If you have chosen to collect items from more than one branch, then each branch will contact you separately to inform you that your item(s) are ready for collection. Orders will be held for 1 working day from the time we send our e-mail to confirm that your order is available for collection. If you have not collected your order within this time frame you will be contacted by the collection branch. We reserve the right to automatically cancel and refund any orders not collected within 5 working days and the items will no longer be reserved for you.
When collecting your order please ensure that you have your order confirmation email (either printed or on your phone) and some form of ID matching the name on the order, should we need to verify your identity before releasing the goods. If a third party collects goods on your behalf (including your employees) they must have a copy of the order confirmation email (either printed or on their phone) and photographic ID, such as a valid photo card driver’s licence or passport which will be photocopied by the collection branch before the goods are released. If photographic ID cannot be provided we may need to contact you by telephone to confirm that the goods can be released to the third party collecting on your behalf. Please note that goods will not be released to non-approved collection or courier companies.