Terms and conditions

Terms and conditions of use and supply

This page (together with the documents referred to on it) tells you the terms and conditions on which we supply any of the products (Products) listed on our website www.dorma.co.uk (our site) to you. Please read these terms and conditions carefully before ordering any Products from our site. You should understand that by ordering any of our Products, you agree to be bound by these terms and conditions.

You should print a copy of these terms and conditions for future reference.

Please understand that if you refuse to accept these terms and conditions, you will not be able to order any products from our site.

  1. INFORMATION ABOUT US www.dorma.co.uk is a site operated by Dorma Group Limited ("We"). We are registered in England and Wales under company number 0011136 and have our registered office at 5 Universal Square, Devonshire Street, Manchester, M12 6JH.
    Our main trading address is as above. Our VAT number is GB855516116.
  2. RELIANCE ON INFORMATION POSTED Commentary and other materials posted on our site are not intended to amount to advice on which reliance should be placed. We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by any visitor to our site, or by anyone who may be informed of any of its contents.
  3. OUR SITE CHANGES REGULARLY We aim to update our site regularly, and may change the content at any time. If the need arises, we may suspend access to our site, or close it indefinitely. Any of the material on our site may be out of date at any given time, and we are under no obligation to update such material.
  4. OUR LIABILITY The material displayed on our site is provided without any guarantees, conditions or warranties as to its accuracy. To the extent permitted by law, we, other members of our group of companies and third parties connected to us hereby expressly exclude:

    • All conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.
    • Any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with our site or in connection with the use, inability to use, or results of the use of our site, any websites linked to it and any materials posted on it, including, without limitation any liability for:
    • loss of income or revenue;
    • loss of business;
    • loss of profits or contracts;
    • loss of anticipated savings;
    • loss of data;
    • loss of goodwill;
    • wasted management or office time; and
    • for any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.
    This does not affect our liability for death or personal injury arising from our negligence, nor our liability for fraudulent misrepresentation or misrepresentation as to a fundamental matter, nor any other liability which cannot be excluded or limited under applicable law.
  5. YOUR STATUS By placing an order through our site, you warrant that:
    • You are legally capable of entering into binding contracts; and
    • You are at least 18 years old.
  6. HOW THE CONTRACT IS FORMED BETWEEN YOU AND US6.1 After placing an order, you will receive an email from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a Product. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an email that confirms that the Product has been dispatched (the Dispatch Confirmation). The contract between us (Contract) will only be formed when we send you the Dispatch Confirmation (at which point your credit/debit card will be charged for the value of goods despatched).

    6.2 The Contract will relate only to those Products whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other Products which may have been part of your order until the dispatch of such Products has been confirmed in a separate Dispatch Confirmation.
  7. RIGHTS TO CANCEL7.1 If you are contracting as a consumer, you may cancel a Contract at any time within seven working days, beginning on the day after you received the Products. In this case, you will receive a full refund of the price paid for the Products in accordance with our refunds policy (set out in paragraph 11 below).

    7.2 To cancel a Contract, you must inform us in writing and return the Product(s) to us immediately, in the same condition in which you received them, and at your own cost and risk.

    7.3 Order cancelled by you within this seven-day cooling-off period will be refunded in full, including the cost of sending the item to you. However, you will be responsible for the cost of returning the item to us.

    7.4 Details of this statutory right, and an explanation of how to exercise it, are provided in the Dispatch Confirmation. This provision does not affect your statutory rights.
  8. AVAILABILITY AND DELIVERYYour order will be fulfilled by the delivery date set out in the Dispatch Confirmation or, if no delivery date is specified, then within 30 days of the date of the Dispatch Confirmation, unless there are exceptional circumstances.
  9. RISK AND TITLE 9.1 The Products will be at your risk from the time of delivery.

    9.2 Ownership of the Products will only pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges.
  10. PRICE AND PAYMENT 10.1 The price of any Products will be as quoted on our site from time to time, except in cases of obvious error.

    10.2 These prices include VAT but exclude delivery costs, which will be added to the total amount due as set out in our Delivery Guide.

    10.3 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.

    10.4 Our site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on our site may be incorrectly priced. If a Product's correct price is higher than the price stated on our site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection.

    10.5 We are under no obligation to provide the Product to you at the incorrect (lower) price, even after we have sent you a Dispatch Confirmation, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mis-pricing.

    10.6 Payment for all products must be by credit / debit card or cheque. Cheques will only be accepted for postal or fax orders and will be processed before your goods are despatched. We accept payment with AMEX, Mastercard, Visa, Delta, Solo, Maestro and Switch. We will not charge your credit or debit card until we despatch your order.
  11. OUR REFUNDS POLICY11.1 We want you to be completely happy with your Dorma order. If you do not cancel your order in accordance with clause 5.1, and subsequently for any reason you are not satisfied with the items you have chosen, you can return them to us within three months of receipt for a full refund (excluding the original delivery charge) or exchange. All we ask is that you return all items unused and in their original packaging.

    A returns form will be sent with your order. You must complete all the information on this form and return it to us with your unwanted items. We are unable to action your return without this completed form. You do not need to contact us by phone or email to advise us that you are returning all or part of your order.

    We recommend you obtain a free 'Certificate of Posting' from the post office, as we cannot accept responsibility for parcels lost in transit. For peace of mind you might want to send the goods Recorded Delivery, but we regret we cannot refund this charge.

    Although we cannot repay your postage costs (unless the return is through a fault of our own), any replacement items you request will be sent to you free of any delivery charges.

    If you are exchanging goods and the new item you require costs less than the one you have returned, we will refund the difference to the card you used to place your original order. If you are exchanging goods and the new item you require costs more than the one you returned, then an additional payment is needed and we will contact you for this before despatching your replacement items.

    If you need an exchange or replacement urgently, why not send the original back for a refund and reorder your replacement online, by phone or fax?

    Refunds for items bought as gifts can only be given to the original purchaser.

    Please note that unfortunately any items ordered online, by phone or by fax must be returned directly to us and will not be accepted in store.

    11.2 All refunds and exchanges under this clause 9 will be processed within 30 days of receipt of the returned Products subject to stock availability.

    11.3 Products returned by you because of a defect, will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us. This does not apply where the defect has been caused by washing in an incorrect manner or otherwise misused.
  12. OUR LIABILITY 12.1 We warrant to you that any Product purchased from us through our site is of satisfactory quality.

    12.2 Our liability in connection with any Product purchased through our site is strictly limited to the purchase price of that Product.

    12.3 This does not include or limit in any way our liability:

    • for death or personal injury caused by our negligence;
    • under section 2(3) of the Consumer Protection Act 1987;
    • for fraud or fraudulent misrepresentation; or
    • for any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.
    12.4 We accept no liability for any loss of income or revenue, loss of business, loss of profits or contracts, loss of anticipated savings, loss of data, waste of management or office time or for any indirect or consequential loss or damage of any kind however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.
  13. IMPORT DUTY13.1 If you order Products from our site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

    13.2 Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.
  14. WRITTEN COMMUNICATIONSApplicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by email or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
  15. NOTICESAll notices given by you to us must be given to Dorma Group Limited at 5 Universal Square, Devonshire Street, Manchester, M12 6JH. We may give notice to you at either the email or postal address you provide to us when placing an order, or in any of the ways specified in paragraph 14. Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an email is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email, that such email was sent to the specified email address of the addressee.
  16. TRANSFER OF RIGHTS AND OBLIGATIONS 16.1 The contract between you and us is binding on you and us and on our respective successors and assigns.

    16.2 You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent.

    16.3 We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.
  17. EVENTS OUTSIDE OUR CONTROL17.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event).

    17.2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:

    • strikes, lock-outs or other industrial action.
    • civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war.
    • fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster
    • impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
    • impossibility of the use of public or private telecommunications networks.
    • the acts, decrees, legislation, regulations or restrictions of any government.
    17.3 Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.
  18. WAIVER18.1 If we fail, at any time during the term of a Contract, to insist upon strict performance of any of your obligations under the Contract or any of these terms and conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under the Contract, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations.

    18.2 A waiver by us of any default shall not constitute a waiver of any subsequent default.

    18.3 No waiver by us of any of these terms and conditions shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with paragraph 15 above.
  19. SEVERABILITYIf any of these terms and Conditions or any provisions of a Contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.
  20. ENTIRE AGREEMENT20.1 These terms and conditions and any document expressly referred to in them represent the entire agreement between us in relation to the subject matter of any Contract and supersede any prior agreement, understanding or arrangement between us, whether oral or in writing.

    20.2 We each acknowledge that, in entering into a Contract, neither of us has relied on any representation, undertaking or promise given by the other or be implied from anything said or written in negotiations between us prior to such Contract except as expressly stated in these terms and conditions.

    20.3 Neither of us shall have any remedy in respect of any untrue statement made by the other, whether orally or in writing, prior to the date of any Contract (unless such untrue statement was made fraudulently) and the other party's only remedy shall be for breach of contract as provided in these terms and conditions.
  21. OUR RIGHT TO VARY THESE TERMS AND CONDITIONS 21.1 We have the right to revise and amend these terms and conditions from time to time

    21.2 You will be subject to the policies and terms and conditions in force at the time that you order products from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these terms and conditions before we send you the Dispatch Confirmation (in which case we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within seven working days of receipt by you of the Products).
  22. DATA PROTECTIONWe will use your email address to send you details of special offers. If you don't want to receive the Dorma newsletter, please tick the box on the registration or My Account Page.

    From time to time, we may make our mailing list available to carefully selected companies whose products and services may be of interest to you. If you would prefer not to receive such mailings, please tick the box on the registration or My Account Page.

    If you do not wish to receive our latest catalogue and would like to be removed from our mailing list, please tick the box on the registration or My Account Page.
  23. INTELLECTUAL PROPERTY RIGHTSWe are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
  24. LAW AND JURISDICTION Contracts for the purchase of Products through our site will be governed by English law.

    The English courts will have exclusive jurisdiction over any claim arising from, or related to, a visit to our site or from any contract for the purchase of the products although we retain the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country. These terms of use and supply are governed by English law.