Terms & Conditions
Useful Information
Our terms
1. Introduction
1.1 What these terms cover. These are the terms and conditions on which we supply products to you.
1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
2. About Us
2.1 Who we are. We are Home Linens Retail Group Limited (t/a linensonline.co.uk) a company registered in England and Wales. Our company registration number is 11400314 and our registered office is at 155 Garrison Street, Bordesley, Birmingham, West Midlands, B9 4BN. Our registered VAT number is 350 7354 10.
2.2 How to contact us. You can contact us by writing to us at customerservices@linensonline.co.uk or at 155 Garrison Street, Bordesley, Birmingham, West Midlands, B9 4BN
2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
2.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
3. Our Contract
3.1 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
3.3 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.4 We Currently only sell to the UK and ROI. Our website is solely for the promotion of our products in the UK and ROI. Unfortunately, we do not accept orders from addresses outside the UK and ROI.
4. Products
4.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
4.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
5. Your Rights
If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8- Your rights to end the contract).
6. Changes to Products
6.1 Minor changes to the products. We may change the product:
(a) to reflect changes in relevant laws and regulatory requirements; and
(b) to implement minor technical adjustments and improvements, for example to address a security threat or to improve the quality of the product.
7. Delivery of Products
7.1 Delivery costs. The costs of delivery will be as displayed to you on our website.
7.2 When we will provide the products. During the order process we will let you know when we will provide the products to you.
(a) If the products are goods. If the products are goods we will deliver them to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order.
7.3 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
7.4 If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
7.5 If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.
7.6 When you become responsible for the goods. A product which is goods will be your responsibility from the time we deliver the product to the address you gave us.
7.7 When you own goods. You own a product which is goods once we have received payment in full.
7.8 What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you. If so, this will have been stated in the description of the products on our website. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
8. Your rights to end the contract
8.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
(a) If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 11;
(b) If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;
(c) If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;
8.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
(a) we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6.2);
(b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
(c) there is a risk that supply of the products may be significantly delayed because of events outside our control; or
(d) you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see clause 7.8).
8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
8.4 When you don't have the right to change your mind. You do not have a right to change your mind in respect of:
(a) when products have been used or soiled.
(b) any products which become mixed inseparably with other items after their delivery.
8.5 How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered.
(a) Have you bought goods? if so you have 14 days after the day you (or someone you nominate) receives the goods, unless:
(i) Your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.
(ii) Your goods are for regular delivery over a set period. In this case you have until 14 days after the day you (or someone you nominate) receives the first delivery of the goods.
9. How to end the contract with us (including if you have changed your mind)
9.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
(a) By email. Send us an email to customerservices@linensonline.co.uk
(b) By post. Send us a letter and post it to 155 Garrison Street, Bordesley, Birmingham, West Midlands, B9 4BN, including details of what you bought, when you ordered or received it and your name and address.
(c) Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the goods in person to where you bought them, post them back to us at 155 Garrison Street, Bordesley, Birmingham, West Midlands, B9 4BN. Please email us at customerservices@linensonline.co.uk for a return. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
9.2 How we will refund you. We will refund you the price you paid for the products excluding delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
9.3 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
(b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
(c) Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
9.4 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
(a) If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.
(b) In all other cases, your refund will be made within 14 days of your telling us you have changed your mind
10. Our rights to end the contract
10.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
(a) you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;
(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;
(c) you do not, within a reasonable time, allow us to deliver the products to you or collect them from us;
11. If there is a problem with the product
(a) How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can write to us at customerservices@linensonline.co.uk or 155 Garrison Street, Bordesley, Birmingham, West Midlands, B9 4BN.
11.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract.
11.3 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please email us at customerservices@linensonline.co.uk for a return label or to arrange collection.
12. Price and payment
12.1 Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the product you order.
12.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
12.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.
12.4 When you must pay and how you must pay. You must pay for the products before we dispatch them.
12.5 What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.
13. Our responsibility for loss or damage suffered by you
13.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill[, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
13.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products and for defective products under the Consumer Protection Act 1987.
13.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
14. How we may use your personal information
14.1 How we may use your personal information. We will only use your personal information as set out in our privacy policy.
15. Other important terms
Sharing of images
By responding to our request to share your image(s) you are agreeing to the following: User Content - As between you and us, you own all content and information you post or share using our website (referred to as “User Content”), such as posting or sharing comments, photos, videos, username, social media handle or account name, real name, likeness, caption, location or other identifying information in connection with any use of your User Content. You give Home Linens Retail Group Limited (t/a linensonline.co.uk) permission to use your User Content as follows: you grant to Home Linens Retail Group Limited (t/a linensonline.co.uk) and its affiliates a license to reproduce, display, modify, adapt, perform, publish, distribute, translate, create derivative works from and/or sell and/or incorporate or otherwise use your User Content on or in connection with our website and for other Home Linens Retail Group Limited (t/a linensonline.co.uk) marketing purposes, including without limitation in Home Linens Retail Group Limited (t/a linensonline.co.uk) catalogues, email and other customer communications, store materials and other marketing into any form, medium or technology throughout the world. We may display advertisements in connection with your User Content or on pages where your User Content may be viewed by you or others, and we may use your User Content to advertise and promote Home Linens Retail Group Limited (t/a linensonline.co.uk), or our website. Our license to your User Content is non-exclusive, meaning you may use the User Content for your own purposes or let others use your User Content for their purposes. Our license to your User Content is fully-paid, transferable and royalty free, meaning we do not owe you anything else in connection with our use of your User Content. Finally, our license is perpetual and irrevocable. You represent and warrant that: You are at least 18 years old; You are the sole author and owner of all rights to your User Content and that you have the right to give Home Linens Retail Group Limited (t/a linensonline.co.uk) the rights described above; All moral rights that you may have in such content have been voluntarily waived by you; Use of the content you supply does not violate these terms of use and will not cause injury to any person or entity; and Your User Content does not infringe the intellectual property rights, privacy rights, publicity rights, or other legal rights of any third party.
You further agree and warrant that you will not submit any content that: includes any information that references other persons, websites, addresses, email addresses, contact information or phone numbers; or that contains any computer viruses, worms or other potentially damaging computer programs or files.
You agree to indemnify and hold Home Linens Retail Group Limited (t/a linensonline.co.uk) (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable lawyers' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.
With the exception of any personal data, the use of which is covered by our Privacy Policy, all User Content may be used Home Linens Retail Group Limited’s (t/a linensonline.co.uk) sole discretion. Home Linens Retail Group Limited (t/a linensonline.co.uk) reserves the right to change, condense or delete any User Content placed by you on Home Linens Retail Group Limited (t/a linensonline.co.uk) website that Home Linens Retail Group Limited (t/a linensonline.co.uk) deems, in its sole discretion, to violate the content guidelines or any other provision of these terms of use. We may refuse to accept or transmit User Content for any reason. We may remove User Content from our website for any reason.
If you believe that a user of our website has infringed on your intellectual property rights, or if we have taken down your materials due to suspicion of copyright infringement, and you would like to dispute the alleged infringement, please email us.
Description of products
Each Product purchased is sold subject to its Product Description which sets out additional Specific Conditions related to that product including, without limitation, terms and conditions concerning estimated delivery dates and times, warranties, after-sales service and guarantees.
We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the website as up to date as possible, the information including Product Descriptions appearing on this website at a particular time may not always reflect the position exactly at the moment you place an order. All sizes and measurements are approximated; however we do try to make sure that they are as accurate as possible.
The price you pay is the price displayed on this website at the time we receive your order with the following exception:
While we try and ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of goods you have ordered we will inform you as soon as possible and give you the option of re confirming your order at the correct price or cancelling it. Therefore we cannot confirm the price of a Product until your order is accepted in accordance with our Order acceptance policy. If we are unable to contact you within 48 hours we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.
If the on-line price of the goods is reduced after you have placed your order, but before you have received the goods, we will happily honour this price reduction. Please email us.
The ownership of any products you order on this website shall pass to you on delivery of the products provided that we have processed and received payment in full for the products.
All prices shown on our website are in £Sterling and are inclusive of local applicable taxes at the current rate. Prices exclude delivery charges, unless expressly stated otherwise. We reserve the right to change prices if there is a change to the rate of VAT and we will endeavour to ensure that prices are correctly shown. As part of our commitment to low prices we check prices daily to ensure our simply value for money offer.
We accept payment by credit or debit cards registered to a UK address, or PayPal accounts registered to a UK address. We accept the following cards: Maestro, Visa Debit, Visa Electron, MasterCard, Solo and Visa Credit.
To ensure that your credit or debit card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third part databases. By accepting these terms and conditions you content to such checks being made. We confirm that any Personal Information which you provide to us and any User Information from which we can identify you, is strictly held in accordance with the registration we have with the Data Commissioner's Office.
We will take all reasonable care to keep your order and payment details secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from our website.
All prices shown on our website are in £Sterling and are inclusive of local applicable taxes at the current rate.
We accept online payment in a secure environment and we accept all major credit and debit cards registered to UK addresses with the exception of American Express.
We also accept payment via UK registered PayPal accounts.
We do not accept payment by cheque or cash.
We will only charge postage once per order, no matter how many parcels we need to dispatch.
You confirm that the credit/debit card that is being used is yours.
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer.
If the issuer of your payment card refuses to authorise payment, we will not be liable for delay or non-delivery.
For full details on costs and timings visit our delivery information page.
We try to fulfil orders as quickly as possible. We will inform you if an item is temporarily out of stock. We do not ship part orders, and we may cancel out of stock items from your order to enable us to ship the remaining items.
Next day delivery is only available on selected products, and only applies when an order is placed before 8pm Monday to Thursday. Some remote areas are excluded from next day delivery.
All deliveries must be deliverable to the address stated, however, special instructions can be given i.e. deliver to your office, neighbour, etc. All delivery instructions must be agreed at the time of placing the order.
A VAT Invoice will be despatched with the goods. Keep your receipt safe as this can be used as support to proof of purchase.
Ownership of rights
All rights including copyright in this website are owned by or licensed to Home Linens Retail Group Limited (t/a linensonline.co.uk). Any use of this website or its contents, including copying or storing in whole or part, other than for your own personal, non commercial use is prohibited without the written consent of Home Linens Retail Group Limited (t/a linensonline.co.uk). You may not modify, distribute or re-post anything on this website for any purpose without express permission.
Intellectual property
You acknowledge and agree that all copyright, trademarks and all other intellectual rights in all materials and/or content made available as part of your use of Home Linens Retail Group Limited (t/a linensonline.co.uk) remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by our licensors or us. The website is made available for your personal non-commercial use only and you may download and print the content of the website for such purpose as making a purchase. Any other use of the website (including, without limitation, linking to or framing the website) without our prior written consent is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) modify, copy, reproduce, transmit, publish, display, distribute, perform, license, commercially exploit or create derivative works of material and content. You may not use this website, or its content, to further any commercial purpose, including any advertising or advertising revenue generation activity.
We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation.
You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.
If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.