Online sales terms and conditions
Sentinel Performance Solutions Group
Online Shop Sales Terms
Please read all of these terms and conditions carefully before you order any products because, by ordering, you agree to be bound by them. Each time you place an order you will be asked to agree to these terms and conditions.
Please note that we revise our terms and conditions from time to time. You will be subject to the terms and conditions in force at the time a contract is formed between you and us (as set out in paragraph 4).
If you do not accept these terms and conditions, you should not order any products from us.
You may wish to print and save a copy of these terms and conditions for your future reference.
1. These terms
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. Information about us and how to contact us
Who we are
We are Sentinel Performance Solutions Ltd, a company registered in England and Wales. Our company registration number is 05433529 and our registered office is at 7650 Daresbury Park, Daresbury, Warrington, Cheshire WA4 4BS. Our registered VAT number is GB100190580.
2.1 How to contact us
You can contact us by telephoning us on 01928 704330 or by writing to us at 7650 Daresbury Park, Daresbury, Warrington, Cheshire WA4 4BS or emailing us at email@example.com.
2.2 How we may contact you
If we have to contact you we will do so by telephone, email or post by using the telephone number, email address or postal address you provided to us in your order.
2.3 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
3. Contract restrictions
3.1 Consumers only
Our products are only intended for use by consumers (that means people who want to buy our products for their personal use and not for any business purposes). We reserve the right to reject or cancel your order if we reasonably think that you are buying our products for business purposes but we will attempt to contact you (using the contact details you have provided) to discuss this before cancelling your order.
3.2 Restrictions on delivery areas
Please note that we can only deliver to addresses in mainland UK. Please see paragraph 9 for further information on delivery arrangements.
3.3 Confirmation of personal status
By placing an order with us through our website, you are confirming to us that you are a consumer, that you are not purchasing our products for any business purposes and that you are at least 18 years old.
4. Our contract with you
4.1 Contract terms
We revise our terms and conditions from time to time. You and your order will be subject to the terms and conditions in force at the time that you submit your order a contract is formed between you and us (as set out in paragraph 4.2).
4.2 How we will accept your order
Each time you place an order and we accept it, a new contract is created between you and us. We will provide confirmation of receipt of your order by email which will be sent to the address you provided once we have received your order, but please note that this confirmation of receipt is not our acceptance of your order. Our acceptance of your order will only take place when you receive confirmation of our acceptance of your order in an email which will be sent to the address you provided, at which point a contract will come into existence between you and us.
4.3 If we cannot accept your order
If we are unable to accept your order, we will inform you of this by email and will not charge you for the relevant 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.
4.4 Your order number
We will assign an order number to each order you place via our website and will 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.
4.5 We only sell to the UK
Our website is solely for the sale of our products in mainland UK. Unfortunately, we do not accept orders from addresses outside mainland UK.
5. Our products
5.1 Product images
The images of our products on our website are for illustrative purposes only. Although we have made every effort to display images accurately, we cannot guarantee that a device's display accurately reflects the colour of the products. Your product may vary slightly from those images. This will not affect the price of the products you ordered unless paragraph 6.3 applies. The packaging of our products may vary from that shown in images on our website.
5.2 Product information
The product information contained on our website has been published in good faith and we will do our best to ensure that it is accurate. However, it may occasionally be incorrect, incomplete or out of date due to human error or circumstances beyond our control. Where information is incorrect due to an error or circumstances beyond our control, we reserve the right not to accept your order for the affected products, or if your order has already been accepted, not to supply the affected products to you. We will notify you if this is the case and will not charge you for the product.
6. Price and payment
6.1 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 paragraph 6.3 for what happens if we discover an error in the price of the product you order.
6.2 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 (i.e. including VAT) before the change in the rate of VAT takes effect.
6.3 What happens if we get 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 and process your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as an error, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
6.4 When you must pay and how you must pay
You must pay for the products before we dispatch them. We accept payment by PayPal.
6.5 What to do if you think the order price is wrong
If you think the order price is wrong, please contact us via email at firstname.lastname@example.org promptly to let us know and we will not charge you interest until we have resolved the issue.
7. Your rights to make changes
If you wish to make a change to the product you have ordered, please contact us. We will let you know whether the change is possible. If the change is possible, we will let you know about any changes to the price of the products, the timing of delivery 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 paragraph 10, Your rights to end the contract).
8. Our rights to make changes
8.1 Changes to the products
We may change the products:
8.1.1 to reflect changes in relevant laws and regulatory requirements;
8.1.2 to implement minor technical adjustments and improvements, for example to address a security threat; or
8.1.3 in response to a product recall.
If these changes will affect your use of the product, full details will be provided at the time.
9. Providing the products
9.1 Delivery costs
The costs of delivery will be as notified to you before you place your order and confirmed in our acceptance of your order. Please note that our delivery charges may vary according to the products you have ordered and your delivery address and may vary between deliveries.
9.2 When we will provide the products
During the order process we will let you know the estimated date when we will deliver the products to you but, in any event, delivery will be within 30 days.
9.3 We are not responsible for delays outside our control
If our supply of the products is delayed by an event outside our control of which we are aware, 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.
9.4 Ending the contract for late delivery
If we fail to deliver the goods by the agreed date or within 30 days of accepting your order, whichever the longer, you may choose to treat the contract as at an end and cancel your order for any of the goods or reject goods that have been delivered. If you wish, you can reject or cancel the order for some of those goods (not all of them), unless splitting them up would significantly reduce their value. After that, we will refund any sums you have paid to us for the cancelled goods and their delivery. If the goods have been delivered to you, you must either return them in person or arrange for them to be returned to us. We will pay the costs of postage or collection. Please contact us on email@example.com to make arrangements.
9.5 When you become responsible for the goods
A product that is goods will be your responsibility from the time we deliver those goods to the address you gave us.
9.6 When you own goods
You own a product that is goods once we have received payment in full.
9.7 Reasons we may suspend the supply of products to you
We may have to suspend the supply of a product to:
9.7.1 deal with technical problems or make minor technical changes;
9.7.2 update the product to reflect changes in relevant laws and regulatory requirements; or
9.7.3 make changes to the product as requested by you (see paragraph 7 or notified by us to you (see paragraph 8).
9.8 Your rights if we suspend the supply of products We will contact you in advance to tell you we will be suspending supply of the product, except in an emergency. If we have to suspend supply of the product we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
10. Your rights to end the contract
10.1 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:
10.1.1 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 get some or all of your money back), see paragraph 13: If there is a problem with a product;
10.1.2 if you want to end the contract because of something we have done or have told you we are going to do, see paragraph 10.2;
10.1.3 if you have just changed your mind about the product, see paragraph 10.3. 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;
10.1.4 in all other cases (if we are not at fault and there is no right to change your mind), see paragraph 10.6.
10.2 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 paragraphs 10.2.1-10.2.5 below the contract will end immediately and we will refund you in full for any products which have not been provided or have not been provided properly and you may also be entitled to compensation. The reasons are:
10.2.1 we have told you about an upcoming change to the product or these terms which you do not agree to;
10.2.2 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;
10.2.3 there is a risk that supply of the products may be significantly delayed because of events outside our control;
10.2.4 we have suspended supply of the products for technical reasons, or we notify you that we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or
10.2.5 you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see paragraph [9.4]).
10.3 Exercising your right to change your mind (Consumer Contracts (Information, Cancellation and Additional Charges) 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 (Information, Cancellation and Additional Charges) Regulations 2013, are explained in more detail in these terms.
10.4 When you don't have the right to change your mind
You do not have a right to change your mind in respect of:
10.4.1 goods which are made to your specification;
10.4.2 any products which become mixed inseparably with other items after you receive them.
10.5 How long do I have to change my mind?
We offer a 30 day return policy. At any point within 30 days of receipt of the product you may change your mind and return the goods for a refund.
Ending the contract where we are not at fault and there is no right to change your mind Even if we are not at fault and you do not have a right to change your mind (see paragraph 10.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered and paid for. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided, but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.
11. How to end the contract with us (including if you have changed your mind)
11.1 Tell us you want to end the contract
To end the contract with us, please let us know by doing one of the following:
11.1.1 Telephone or email
Call customer services on 01928 704330 or email us at firstname.lastname@example.org. Please provide your name, home address, details of the order, order number and, where available, your telephone number and email address.
Complete the cancellation form on our website https://www.sentinelprotects.com/uk/cancellation-form by post simply write to us at that address, including details of what you bought, when you ordered or received it and your name ,address and order number.
11.2 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 post them back to us at 7650 Daresbury Park, Daresbury, Warrington, Cheshire WA4 4BS or (if they are not suitable for posting) arrange for them to be returned to us. Please call customer services on 01928 704330 or email us at email@example.com for a return label or to arrange collection. If you are exercising your right to change your mind you must return the products within 30 days of telling us you wish to end the contract.
11.3 When we will pay the costs of return
We will pay the costs of return:
11.3.1 if the products are faulty or misdescribed; or
11.3.2 if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
11.4 How we will refund you
If approved, your refund will be processed and a credit will automatically be applied to your original method of payment. This may take up to 7 working days from when you are notified.
11.5 Refusal to accept returns and deductions from refunds if you are exercising your right to change your mind
If you are exercising your right to change your mind:
11.5.1 If you are exercising your right to change your mind, you must return the products to us unused and in the same condition that you received them and you must bear the costs of returning the products to us at 7650 Daresbury Park, Daresbury, Warrington, Cheshire WA4 4BS. You must send the goods back to us within 14 days of notifying us of your decision to cancel the contract.
11.5.2 There are certain situations in which only partial refunds may be granted (if applicable) such as:
220.127.116.11 goods with obvious signs of use
18.104.22.168 any item not in its original condition, damaged or with missing parts for reasons (other than were this is due to our error)
22.214.171.124 any item that is returned more than 30 days after delivery.
11.5.3 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
11.6 When your refund will be made
Once returned items have been received and inspected, we will send an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed and a credit will automatically be applied via your original method of payment. This may take up to 7 working days from when you are notified.
12. Our rights to end the contract
12.1 We may end the contract if you break it. We may end the contract at any time by writing to you if:
12.1.1 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;
12.1.2 you do not, within a reasonable time, allow us to deliver the products to you.;
12.2 You must compensate us if you break the contract. If we end the contract in one of the situations set out in paragraph 12.1 we will refund any money you have paid for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
12.3 We may withdraw the product. We reserve the right to withdraw products at any time. We will try to provide notice of products being discontinued on our website.
13. If there is a problem with a product
13.1 How to tell us about problems
If you have any questions or complaints about a product, please contact us. You can telephone our customer service team on 01928 704330 or write to us at 7650 Daresbury Park, Daresbury, Warrington, Cheshire WA4 4BS or email us at firstname.lastname@example.org.
13.2 Summary of your legal rights
We are under a legal duty to supply products that are in conformity with the contract. See the box below for a summary of your key legal rights in relation to the products. Nothing in these terms will affect your legal rights.
Summary of your key legal rights
This is a summary of your key legal rights in relation to goods. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
If your product is goods, for example, a system filter, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected life 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 faulty goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
● up to six years: if the goods can be expected to last up to six years you may be entitled to a repair or replacement, or, if that doesn't work, some of your money back.
13.3 Your obligation to return rejected products
If you wish to exercise your legal rights to reject products you must either post them back to us or (if they are not suitable for posting) arrange for them to be returned to us at 7650 Daresbury Park, Daresbury, Warrington, Cheshire WA4 4BS. at email@example.com.
14. Our responsibility for loss or damage suffered by you
14.1 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 or not caused by us breaking the contract. 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 that it might happen, for example, if you discussed it with us during the sales process.
14.2 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 as summarised in paragraph 13.2 and for defective products under the Consumer Protection Act 1987.
14.3 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.
15. How we may use your personal information
15.1 How we will use your personal information We will use the personal information you provide to us:
15.1.1 to supply the products to you;
15.1.2 to process your payment for the products; and
15.1.3 if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.
15.2 We will only give your personal information to third parties where the law either requires or allows us to do so.
16. Other important terms
16.1 We may transfer this contract to someone else
We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to end the contract within 7 days of us telling you about it and we will refund you any payments you have made in advance for products not provided.
16.2 You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee)
You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. However, you may transfer our guarantee to a person who has acquired the product. We may require the person to whom the guarantee is transferred to provide reasonable evidence that they are now the owner of the relevant item or property.
16.3 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, except as explained in paragraph 16.2. in respect of our guarantee. Neither of us will need to get the agreement of any other person to end the contract or to make any changes to these terms.
16.4 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.
16.5 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.
16.6 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.