Unit 15 Lordswood Industrial Estate
Colorlites Ltd address is Unit 15 Lordswood Industrial Estate Chatham, Kent ME5 8UD and our registered address is Colorlites Ltd, Hexham Villa, Egton Terrace, Birtley, Chester-le-Street, County Durham, DH3 1LX and we are registered in England and Wales with company registration number 01851465, VAT registration number GB374601554.
Orders are only accepted when products are dispatched. As a consumer, this means that the default 30 day delivery window specified in the Consumer Rights Act only applies from dispatch (and so is not available from date of order), and if we reject your order you have no contractual claim for compensation for sourcing substitute goods. You may not have any claim against a credit provider under the Consumer Credit Act.
Colorlites – Terms and Conditions that apply when you buy products from our website
IMPORTANT NOTE: Orders are only accepted when products are dispatched. This will be explained to you on the online store before you agree to "Order and Pay". As a consumer, this means that the default 30 day delivery window specified in the Consumer Rights Act only applies from dispatch (and so is not available from date of order), and if we reject your order you have no contractual claim for compensation for sourcing substitute goods. You may not have any claim against a credit provider under the Consumer Credit Act.
Any estimated delivery dates given on the website are estimated from the point in time that the items are picked from our warehouse prior to being dispatched to you, and are not from the time that you submit an order to us.
When you buy products from us you are agreeing to these terms and conditions below. We have written this document in plain English, and under section headings, so that you can easily navigate the document and understand the relationship between us.
Please read these terms carefully before placing your order. If you have any questions on these terms, please contact us.
Your intended use of our products
We give various contractual promises in these terms about the products that we sell. However, we can give no promise or guarantee that the products you buy are fit for the purpose for which you intend to use them. In particular, we cannot guarantee that, where our product is a container, any product which you fill into our products will not cause any leeching, discolouration or any other impact or alteration on the matter to be housed within the product.
You are responsible for ensuring that all of our products are clean and free from contamination before being filled, and that the product meets any required regulatory standards for the product it will house before the product is filled.
We would advise you to order a small sample and test our products if you are in any doubt about suitability for your intended purposes in light of the above.
Who can buy products from us via this website?
Sales via our website shop are for products advertised for sale on the website, and for non-personalised products only. If you are looking to purchase personalised products, bespoke products or services, then you must contact us at firstname.lastname@example.org. Separate terms apply to personalised products, bespoke products, or to any services we provide. Products can only be purchased for delivery in the UK, with our standard delivery costs. For all other territories, shipping is subject to a shipping surcharge for DDP delivery. This is calculated by us after you place your order, and we will email you to confirm the additional shipping surcharge. You will receive a PayPal link to pay the additional surcharge, and in the event this is not paid within 48 hours we will treat your order as cancelled.
Where products are being delivered outside of the UK, unless we have agreed to include these within our delivery costs, you are responsible for any customs duties, import taxes and handling fees.
Both business customers and consumers may purchase products from our website but business customers and consumers have different rights when purchasing products from us, as explained below.
Where you buy products wholly or mainly in the course of your trade, business, craft or profession (i.e. where you intend to use our products in your own business) then regardless of whether you are a limited company, partnership or individual, and regardless of the size of your business (whether a large organisation or lifestyle business), then by placing your order you are agreeing that you are a business customer for the purposes of these terms.
You are only a consumer for the purposes of these terms when the products which you purchase from us are for your own personal use.
- We don't give business customers all the same rights as consumers
We don't give business customers and consumers the same contractual rights. This is because consumers have increased protection under English law.
For example, business customers can't cancel their orders, they have different rights where there is a problem with a product and we don't compensate them in the same way for losses caused by us or our products. Where a term applies just to businesses or just to consumers, this is clearly stated in each section below.
- If you are a business customer this is our entire agreement with you
If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by us or on our behalf which is not set out in these terms and that you have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.
Where to find information about us and our products
You can find everything you need to know about us, Colorlites Ltd, and our products on our website before you order. We also confirm the key information to you in writing, by email, after you order by an auto generated acknowledgment. This does not constitute acceptance of your order.
We only accept orders when we've dispatched the items
We contact you to confirm we've received your order by auto generated acknowledgement. However, we only accept your order when we dispatch the product and confirm dispatch to you.
Sometimes we reject orders
Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because we can't verify your age (where the product is age-restricted), because you are located outside the UK or other permitted delivery areas, as stated on our website, or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
When we charge you and when you pay us
We charge you when you place your order. If for any reason we are then unable to accept your order you will be refunded in full.
We accept online payment in a secure environment by credit and debit card; we currently accept Visa and MasterCard. We also accept payment via PayPal Secure Payments, Apple Pay and Google Pay. All transactions are shown in £ sterling. All prices quoted on this website are accurate at the time of publication and are quoted in sterling (£) and where appropriate are inclusive of UK sales tax (VAT) at the current rate but exclusive of delivery charges.
You may pay using any of the above methods. You confirm that the credit or debit card that is being used is yours. All credit/debit cardholders are subject to violation checks and authorisation by the card issuer. If the issuer for any reason refuses to authorise payment to us, pre or post payment, we will not be liable for a delay or cancellation of your order.
We're not responsible for delays outside our control
If our supply of your product is delayed by an event outside our control we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team to end the contract and receive a refund for any products you have paid for, but not received, less reasonable costs we have already incurred. To do this you can contact us at email@example.com, or by post to Unit 15 Lordswood Industrial Estate Chatham, Kent ME5 8UD, or by phone to our general enquiries line on +44 (0) 1634 862839 Monday - Thursday 8.30am - 5.00pm and Friday 8.30am - 2.30pm.
Products can vary slightly from their pictures
A product's true colour may not exactly match that shown on your device, on our website, or in our marketing or its packaging may be slightly different. All sizes, weights, capacities, dimensions and measurements indicated on our website can be subject to minor tolerances.
Your legal right to change your mind
This section 10 only applies if you are a consumer. If you are a consumer, for most of our products bought online you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
When you can't change your mind. You can't change your mind about an order for:
- products which are not returned in accordance with our returns policy, being in perfect, unused condition and within all original packaging; and
- goods which become mixed inseparably with other items after their delivery.
The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver it. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
How to let us know. To let us know you want to change your mind, contact our Customer Service Team: at firstname.lastname@example.org, by post to Unit 15 Lordswood Industrial Estate Chatham, Kent ME5 8UD, or by phone to our general enquiries line on +44 (0) 1634 862839 Monday - Thursday 8.30am - 5.00pm and Friday 8.30am - 2.30pm. You must give us full details of the goods, the order number and the reason for return. You will then be given a returns number and return instructions which you must follow.
You have to return the product at your own cost. You have to return your product to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the product. You must send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price.
We deduct a 10% handling and re-stocking fee. Our business incurs costs every time we ship goods, and when we take goods back. This includes office administration time, and warehouse time for items to be picked and re-stocked. As such we will deduct a 10% handling and re-stocking fee when goods are returned because you change your mind. This does not apply to faulty goods.
We only refund standard delivery costs. We don't refund any extra you have chosen to pay for express delivery or delivery at a particular time, where you have requested that over and above our standard option. We do refund express delivery costs where we only offered express delivery for your order. This is because you did not choose to upgrade delivery in these circumstances.
We reduce your refund if you have used or damaged a product. As mentioned above, we do not accept returns if the goods are not returned in perfect, unused condition and within all original packaging and packed in the same way that they were dispatched to you. If you handle the product in a way which would not be acceptable if you had purchased the product in an "in-store" environment (i.e. other than what is necessary to establish the nature, characteristic and function of the goods), then we reduce your refund, to compensate us for its reduced value.
When and how we refund you. If you tell us you've changed your mind about a product that hasn't been delivered, we refund you as soon as possible and within 14 days. If you're sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We don't charge a fee for the refund.
You have rights if there is something wrong with your product
If you are a consumer and you think there is something wrong with your product, you must contact us as soon as possible from delivery by one of the following methods: (i) contact our Customer Service Team: at email@example.com, write by post to Unit 15 Lordswood Industrial Estate Chatham, Kent ME5 8UD, or contact us by phone to our general enquiries line on +44 (0) 1634 862839 Monday - Thursday 8.30am - 5.00pm and Friday 8.30am - 2.30pm.
You will need to provide us with evidence of the damage or defect, such as photographs, and show that this was not caused by your use or handling of the product.
You will also have to provide us with all packing information and delivery documentation in relation to your order.
We honour our legal duty to provide you with products that are as described to you on our website (subject to the tolerances described in section 9 above) and that meet all the requirements imposed by law.
If you are a business customer you recognise and agree that we are not the manufacturer of the goods, and in the circumstances you acknowledge and agree that our warranty responsibility shall be solely to pass on, to the extent that we are able to do so, the benefit of any warranty that we receive in relation to goods from the supplier or manufacturer of those relevant goods.
Your remedies if you are a business customer. Unless any of the exceptions below apply, if you give us notice in writing within a reasonable time of discovery that a product does not comply with the business customer warranty and we are given a reasonable opportunity of examining such product, and you return such product to us at your cost (which we will refund if we find the products to be defective), we shall seek recourse from the supplier or manufacturer of those relevant goods, and at their option, repair or replace the defective product, or refund the price of the defective product in full and this will be your only remedy for breach of the warranty. These terms shall apply to any repaired or replacement products supplied by us.
Exceptions to business customers' warranty. We will not be liable for a product's failure to comply with the business customer warranty if:
- you make any further use of such product after telling us it is non-compliant;
- the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the product or (if there are none) good trade practice;
- the defect arises because we followed any drawing, design or specification supplied by you;
- you alter or repair the product without our written consent; or
- the defect arises because of fair wear and tear, wilful damage, negligence, or abnormal working conditions.
All dates quoted for delivery are estimated delivery dates only and may be subject to change and we can accept no liability for any loss or damage (whether direct or indirect) for delivery at any time other than the estimated date for delivery. Any delivery timescales are approximate. Orders may be delivered in more than one part. We do not accept any liability for a delay in delivery caused by third parties, weather conditions or any other reason outside of our reasonable control.
In particular, when you select a product from the website you may be given an estimated lead time for any configuration of products (i.e. for coloured glass). This is an estimated lead time only and does not constitute a commitment on delivery date.
Any estimated delivery dates given on the website are estimated from the point in time that the items are picked from our warehouse prior to being dispatched to you, and are not from the time that you submit an order to us.
We will deliver goods to the delivery address specified by you at the time of submitting the order to our website, in accordance with the delivery option chosen by you during the order process.If you are a consumer, you will own your product once we have received payment in full, and the product becomes your responsibility once it has been delivered to you.
If you are a business customer, ownership to the product will only pass to you when we receive payment in full from you for the product, including delivery charges, and payment for any other goods, products and services that we have supplied to you, and/or payment in full of all other sums due from you to us, in which case ownership to the product shall pass at the time of payment of all such sums. Risk in the products passes to you on unloading of the products at the delivery address. You will be responsible for the care of the products once they are unloaded at the delivery address.
Stock permitting, we aim to dispatch orders within 48 hours of us receiving your order. In the event that an item is unavailable, or subject to later dispatch, we will notify you by email.
We can change products and these terms
Changes we can always make. We can always change a product to reflect changes in relevant laws and regulatory requirements, or to make minor technical adjustments and improvements. These are changes that don't affect your use of the product.
We can end our contract with you whether you are a business customer or a consumer. We can end our contract with you for a product and claim any compensation due to us if:
- you don't make any payment to us when it's due and you still don't make payment within 5 days of our reminding you that payment is due;
- you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us. If you have said you will collect a product ("click and collect") but you don't do this within 5 days then we may: (i) treat your order as cancelled and refund the purchase price; (ii) contact you and agree to store the goods until you collect them at our then current storage charge, provided that if the goods are still not collected within 20 days then we shall be entitled to treat the order as cancelled and refund the purchase price.
If you are a business customer, in addition to our rights under the previous condition, we can also end our contract with you, without affecting any other right or remedy available to us, with immediate effect by giving written notice to you if:
- you take any step or action in connection with your entering administration, provisional liquidation or any composition or arrangement with your creditors (other than in relation to a solvent restructuring), obtaining a moratorium, being wound up (whether voluntarily or by order of the court, unless for the purpose of a solvent restructuring), having a receiver appointed to any of your assets or ceasing to carry on business or, if the step or action is taken in another jurisdiction, in connection with any analogous procedure in the relevant jurisdiction;
- you suspend, or threaten to suspend, or cease or threaten to cease to carry on all or a substantial part of your business; or
- your financial position deteriorates so far as to reasonably justify the opinion that your ability to give effect to the terms of the contract is in jeopardy.
If you are a business customer, on termination of our contract with you, you shall:
- immediately pay to us all of our outstanding payments due to us and interest and, in respect of products supplied but for which no invoice has been submitted, we shall submit an invoice, which shall be payable by you immediately on receipt; and
- return all products which have not been fully paid for. If you fail to do so, then we may enter the your premises and take possession of them. Until they have been returned, you shall be solely responsible for their safe keeping and will not use them for any purpose not connected with our contract with you.
Termination of the contract shall not affect any rights, remedies, obligations and liabilities of the parties that have accrued up to the date of termination.
We don't compensate you for all losses caused by us or our products
We're responsible for losses you suffer caused by us breaking this contract unless the loss is:
- Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
- Caused by a delaying event outside our control. As long as we have taken the steps set out in section 5 above.
- Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
- A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession (see below Our liability to business customers).
Our liability to business customers
If you're a business customer, then (except in respect of the losses that we say we never exclude):
- we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and
- our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the total sums paid by you for products under such contract.
Nothing in these terms shall limit or exclude our liability for:
- death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);
- fraud or fraudulent misrepresentation;
- breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982; or
- defective products under the Consumer Protection Act 1987; or
- any matter in respect of which it would be unlawful for us to exclude or restrict liability.
No implied terms about goods. Except to the extent expressly stated above as applying to business customers, we exclude all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982.
You have several options for resolving disputes with us
Our complaints policy. Should you wish to make a complaint, please put it in writing and post or email it to the following details: By email to: firstname.lastname@example.org. Please reference COMPLAINT in the subject line.
You can also contact us by post to: Unit 15 Lordswood Industrial Estate Chatham, Kent ME5 8UD.
Any complaint made should include:
- Contact details of the Complainant (including postal and e-mail address).
- The subject of the complaint.
- Date of purchase and details of product purchased.
Complaints should be made immediately of the Complainant becoming aware of the grounds for a complaint.
How we will handle complaints. As soon as a formal complaint has been received, we will aim to acknowledge receipt within 3 working days. We will look to respond within 7 days from receipt of complaint following our investigation.
Please note that if the details of the complaint are not clear and concise and there is ambiguity about what the subject matter is, the Complainant will be asked to clarify certain points.
Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to Retail ADR through their website at https://www.retailadr.org.uk/ and if you're not satisfied with the outcome you can still go to court.
You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Other important terms apply to our contract
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.
If you create an online account on our website. You are responsible for maintaining the confidentiality of your account and password and for taking all reasonable measures to protect and prevent access to your account. You agree to accept responsibility for all activities that occur under your name and password. If you believe your account is being hacked please contact us immediately. If you forget your password we will reset it upon request and send it to the email address you supplied to us upon registration. Your account can be cancelled by contacting us at email@example.com.
Use of this website. While we take all reasonable steps to ensure a fast and reliable service, we do not guarantee that your use of this website will be interruption or error free and we are not be responsible for any disruption, loss of or corruption of any data or download. Further, we are not be responsible nor liable for your use of any other websites which you may access via links within this website, we do not control these websites and are not responsible for their content. This website may include product reviews which have been uploaded by other users of the site. These reviews have not been verified or approved by us and do not represent our views or values. If you become aware of any review that you feel is inappropriate, you can report this via the website. If you post a review then you are responsible for its content and for the review being fair and accurate in all respects. You will not post any defamatory remarks on any review. We have the right to remove any review you make on our site if, in our opinion, your post does not comply with these content standards.
Intellectual property rights. The contents of this website including pictures, designs, logos, photographs, text written and other materials are the copyright, trademark, registered trademark or other intellectual property of Colorlites Ltd or its content and technology providers or their respective owners. All rights are reserved. The copying, modification, distribution, reproduction, or incorporation into any other work of part or all of the material available on this website in any form is prohibited, save that you may copy, print or download extracts of the material on this website for the sole purpose of using this website or placing an order with Colorlites Ltd.