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Terms & Conditions
Terms & Conditions
This section of our website, and the documents referred to on it, tells you about the terms and conditions on which we supply the products on our website www.charliesdirect.co.uk (our site). Please read these terms and conditions carefully before using our site or ordering any products.
Terms of Sale
Information About Us
www.charliesdirect.co.uk is a website operated by Charlies Stores Limited (we, our, us). We are registered in England and Wales under company number 01761459. Our registered office is at Charlies Stores Ltd, Unit 7, Offas Dyke Business Park, Buttington, Welshpool, SY21 8SS. Our Value Added Tax (VAT) registration number is 433979807
Placing An Order
All orders placed by you and purchases of goods from us (whether purchases are made by telephone, via our website or by such means as we permit) are subject to these terms and conditions and acceptance by us. Orders are deemed as accepted at the point the goods are delivered to you, at which point a legally binding contract is constituted between us. Only those products listed on your delivery note will be included in the contract.
The processing of your payment and acknowledgement of your order does not constitute legal acceptance of your order.
After placing an online order you will receive an email from us acknowledging that we have safely received your order. This does not mean that your order has been accepted and we may choose not to accept your order or purchase for any reason and we will not be liable to you or to any third party in those circumstances. If we choose not to accept your order, monies will be refunded in full and notification of cancellation will be sent to you. All orders are subject to acceptance by us.
Please note "Risk and Title" further below.
All products are subject to stock availability (please be aware, stock updates on our website every 4-6 hours, it is not live). We will inform you as soon as possible if a product in your order is not available and we will offer you an alternative or issue a credit. Please note, there may be extended delivery times on out of season products.
You can change your order up to the point that you click on "place order". If you later discover that you have ordered a product in error then you can notify us by email at the following address: firstname.lastname@example.org or call in on 0345 077 0708 / 01686 617108
The prices displayed on our site include Value Added Tax where applicable but exclude delivery costs, which will be added to the total amount due. The applicable delivery costs will be clearly displayed during the checkout process.
In the unfortunate event that we discover there is a pricing error, we shall, at our discretion, either: (i) contact you and give you the option of reconfirming your order at the correct price or cancelling it; or (ii) reject your order and notify you of the rejection.
We accept payment with the following credit or debit cards: Visa credit and debit cards, MasterCard credit and debit cards, Maestro debit cards, Visa Electron cards and PayPal. Please note that if you wish to pay for your products using PayPal, and you do not already have an existing PayPal account, you will be required to set up a new account with PayPal directly.
By submitting an order to us through our site, you are confirming that the payment details provided on your order are valid and correct. All transactions will be in pounds sterling. Non-UK credit card providers and banks will determine the exchange rates to be applied and may apply an additional processing charge in relation to such payments which non-UK card holders will be liable to pay.
All orders will be charged at the time your order is submitted. If we reject or cancel your order for any reason, this charge will be credited back to your account.
GENERAL TERMS AND CONDITIONS
BOGOF-style Promotions (example: buy 2 and get the 3rd free/cheaper)
These offers entitle you to buy one get one free, or get the lowest priced product in the promotion for free/at a reduced price when you buy the minimum number of qualifying products on one order.
Full and partial refunds can be obtained under this promotion by returning the qualifying products, together with the free product. We cannot process refunds without these. The free item cannot be refunded for money or credit, and can only be exchanged if faulty. Exchange must be for another similar item of equal value or less.
This offer may be amended or withdrawn at any time at the Promoter's discretion.
These promotions entitle you to a set price or percentage discount off certain products for a certain period of time. The discount, products, and offer time will be indicated either in an electronic message from Charlies Direct or displayed on the website.
Products are subject to change and availability. Discounted orders are subject to our standard terms and conditions.
Promotions cannot be used in conjunction with any other offer unless otherwise indicated. Discounts will not apply to postage and packing unless specified. There may be a qualifying quantity or basket value for the promotion to apply. If insufficient products or value are purchased to qualify, the items in your basket will be charged at their normal price.
In the event of product returns or cancellations, refunds will be given for the amount originally charged, i.e. excluding any discount given. We reserve the right to change the promotion or to withdraw the promotion at any time. Unless stated otherwise, the return value of the item(s) purchased under this promotion will be the applicable return value under our return policy. Proof of purchase is required. Your statutory rights as a consumer are not affected. We will not be liable to you if you suffer any financial loss or damage from our refusal to allow you to take part in the promotion, our withdrawal of the promotion, or any failure or inability by you to use the promotion for any reason.
Buy an Item and Receive a Qualifying Product Free
These offers entitle you to a free gift when you purchase the qualifying product(s) for the free gift on offer, the free gift is subject to availability. Full and partial order refunds can be obtained under this promotion by returning your order product(s) inline with our returns policy, together with the free item (unused) and your proof of purchase. Your statutory rights as a consumer are not affected.
Multi-buy promotions apply to those products specifically detailed in the offer, and are subject to change and availability. Prices exclude postage and packing. If insufficient products are purchased to qualify for the discount; the items will be charged at their normal price. Unless stated otherwise, the return value of the item(s) purchased under this promotion shall be the applicable return value under our return policy less the percentage discount obtained. Proof of purchase is required. Your statutory rights as a consumer are not affected
- Orders are processed in 3-5 working days (out of season products may take longer to process) and dispatched as follows:
- Small Parcel/Packet (up to 1.5kg) : Sent Royal Mail 48 hour tracked, we recommend to allow up to 5 working days for delivery
- Courier (Standard) up to 30kg : Sent on a 1 or 2 next working day service, we recommend to allow up to 3 working days
- Large Parcels and Pallets : 2-3 working day service
- 2 Man Delivery : 7-10 working days, dependant on postcode area
- Proudcts Dispatched Direct from our Suppliers (identified by brand on the website) - Product specific lead times::
- Core Products: 3 - 5 working days
- Liesure Grow (LG): Up to 7 working days
- Forest Products: 7 - 28 working days
- Zest4Leisure: 7 - 10 working days
- Stove Burners: Up to 10 working days (please allow up to 6 weeks during peak season)
- Landmann: Up to 7 working days
- Mountfield: 2 - 3 working days
- Deliveries times vary upon the method of delivery, delivery destination, mix and quantity of products ordered.
- Delivery is subject to third party couriers and force majeure,(e.g. Snow Disruption) therefore this is not a guarantee although every effort is made to ensure delivery.
- Stock availability (please be aware stock updates on our website every 4-6 hours, it is not live).
- Should there be any issues with dispatching your order we will make every effort to make you aware of the issue at the earliest convenience for your review.
Delivery charges will be calculated at checkout, however there may be an additional charge for delivery depending on the quantity of items purchased, the size of the item (length or width), the total weight of your order and the delivery location.
Deliveries to Northern Ireland, the Channel Islands, Isle of Man, Isle of Wight, Isles of Scilly, Scotland and the Outer Hebrides will incur additional delivery charges due to transport costs. After placing your order you will receive a call back (or email) reference these additional charges, should this be the case.
For all methods of dispatch the following locations will take longer to be delivered: Scottish Highlands & Islands, Northern Ireland, Isle of Man, Isle of Wight, Isles of Scilly, the Channel Islands, all European countries. An overview of delivery costs is below; some products that require palletized deliveries have a fixed delivery charge that is shown in the basket when ordering.
|Delivery information – Parcels under 30Kg|
|Delivery Destination||Method||Delivery Times (Est.)||Cost|
|UK Mainland||Courier||Up to 3 working days*||£4.50|
|UK Offshore||Courier||Up to 3 working days*||POA|
|ROI||Courier||Up to 3 working days*||£10.00|
|Europe||Courier||5 -7 working days||by location|
|Delivery information – Parcels over 30Kg (Non pallet)|
|Delivery Destination||Method||Delivery Times (Est.)||Cost|
|UK Mainland||Courier||Up to 3 working days*||£15-29|
|UK Offshore||Courier||Up to 3 working days*||POA|
|ROI||Courier||Up to 2 working days*||POA|
|Europe||Courier||5 -7 working days||POA|
Please note our usual Delivery & Returns policy.
Free Delivery and UK Orders Over £75
Orders over £75 have a free delivery subject to the following parameters:
- Orders must be to the UK Mainland (excludes Highlands, Islands, Northern Ireland and due to increased transports costs certain areas of Scotland, the Channel Islands, Isle of Man, Isle of Wight, Isles of Scilly and Outer Hebrides).
- The volume of goods ordered must not exceed the standard shipping carton accepted by our courier
- The weight of goods ordered must not exceed the maximum shipping carton weight accepted by our courier
- Certain items have a fixed delivery charge irrespective of order value. Typically, this refers to large and heavy items that are delivered on pallets, but may relate to large items (length or width) and unusually large volume items such as water butts. This is typically seen when ordering through the website. Items on promotion may have a delivery charge irrespective of order value.
- Very heavy or very bulky items will incur a delivery charge regardless of order value. These may be identified after your order is placed where a member of our team will contact you by phone or email
Courier, large parcel, pallet and 2 man deliveries will require a signature upon delivery.
Although we will make every reasonable effort to ensure your products are delivered within the set timescales, unfortunately we cannot guarantee that they will not be affected by unforeseen issues affecting our delivery partners. Under these circumstances, delivery charges will not normally be refunded.
We regret to advise, we cannot deliver goods to an airport, dock, wharf, military establishment or container base.
The delivery driver will not be able to carry the goods up or down steps, carry the goods through a property, wheel the pallet across a gravel driveway or up particularly steep driveways. Unfortunately the delivery company will be unable to remove items from the pallet or take the pallet away with them. The driver will normally only be able to wheel the pallet as far as physically possible which may even be the kerbside
2 Man Delivery Service
Our 2 man delivery courier will deliver your goods to the room/location of choice* on a prearranged day of your choosing, You will receive a phone call to arrange a convenient day of delivery (Monday to Friday) so please provide a phone number with your order, ideally mobile.
The evening before delivery you will receive a text message from our carriers to confirm an estimated 3 hour delivery window for the following day. Please note that this is for advisory purposes only which we cannot be held accountable to.
On the morning of delivery you will receive a phone call to confirm your delivery is on its way. When the driver is just 30 minutes away he will call you again.
You will need to be present to sign and accept delivery of your order, please check the quantity and conditions of the goods received. Should you find any problems with the packaging ie tears, dents or holes etc, please can you sign your delivery as ‘unchecked’. Should you have any further concerns please contact us directly on T: 0345 077 0708.
Please note, after 4pm on the day of booking your order delivery slot we cannot change your 2 man delivery time slot or address.
If, due to exceptional circumstances you require a change to these details please contact us where we can attempt to make these arrangements for an additional charge, details below.
- Change of delivery address after original confirmed booking: £15
- Change of delivery time after original confirmed booking: £25
- Failed delivery, new redelivery charge: £30
- A non-refundable cancellation charge of £30 applies on all 2 man delivery orders where a delivery time slot is booked, then changed or cancelled
- If you decide, for whatever reason, to cancel your order or return the goods within your 14 day approval period the delivery charge will not be refunded.
If you are not present to take delivery on a pre-arranged and confirmed day, there will be an additional £30 delivery charge added to your order. This charge becomes payable before another day is allocated for delivery.
*Please note, 2 man delivery products are usually quite large and you will need to check the product size and dimensions to ensure the product can pass through corridors, gates and doors to reach your desired location.
Deliveries Outside of the UK
Due to customs, legal, regulatory and certain practical restrictions applicable to orders placed for non-UK deliveries, some of our products may not be available for delivery to certain destinations outside of the UK. We reserve the right to define what can and cannot be delivered to destinations outside of the UK.
Please note that many countries have import restrictions on certain products or materials. The products you order for delivery to destinations outside the UK may be subject to duties or taxes upon importation. These duties or taxes are levied once the product reaches the country of destination. You are responsible for determining whether there is any restriction on delivery of our products to your selected destination. You are also responsible for any duties, taxes or additional costs levied on your product at the time of importation, and for paying those costs. We recommend you contact your local customs authority or post office (where applicable) to learn more about customs restrictions and possible costs prior to placing an order.
We hope you will be delighted with everything you have bought from us, but if you are unhappy with your products for any reason, you can return them to us in accordance with this returns policy.
If you want to return or exchange your products, you must take reasonable care of them and they should be returned to us in their original condition. For example:
- You can open the packaging to look at products
- Care must be taken when trying on garments i.e. if you are wearing perfume or make-up which may leave scent or marks on the products
- Please ensure footwear is tried on indoors and not worn outside until you are completely happy with the product
- Tags should not be removed from any item and the original packaging should be retained and returned
If you fail to take reasonable care of the products before returning them to us, you may have to compensate us. Our returns policy does not affect your statutory rights in respect of defective products.
Returns by Post
You may return unused products by post within 14 days of receipt, please note our reasonable care policy above. The cost of returning products to us shall be borne by you. The products are your responsibility until they reach our warehouse. Please ensure that the products are suitably packaged to prevent damage in transit. Products that have been used cannot be returned unless a warranty claim will be entered into.
Goods returned that are missing parts (handbooks, physical components) shall have the cost of replacing the missing elements deducted from any refund.
If products are returned by post, you should obtain proof of postage from the postal service you use. We recommend that you use a postal service that insures you for the value of the products you are returning.
Upon receipt of the unused returned product(s) we will refund the product(s) and any appropriate delivery charge within 14 days using the same method you used to pay for them. Any return cost, unless faulty or damaged, will be borne by you.
Products Received Damaged
If you receive an item that appears to be damaged, please sign for the items clearly noting that it is damaged and contact us immediately. We request that damages be notified to us within 24 hours of receipt.
Returning Faulty Goods
Under The Consumer Rights Act 2015 if your goods are faulty within 30 days you can get a full refund. After 30 days and up to 6 months your goods will be repaired or replaced, only if the goods cannot be repaired or replaced will you then be entitled to a full refund. After 6 months and within the offered warranty period, goods can be repaired or exchanged at the discretion of Charlies Stores once proof of manaufacturer fault has been provided by you.
Store Purchases Returns to Store
You can return unused store purchased products to any Charlies store for an exchange or refund within 28 days after receipt of the goods (subject to our Delivery & Returns policy). Please ensure that you take your receipt with you as proof of purchase for the store to exchange or refund the goods appropriately.
Online Purchases Returns to Store - Within 14 Days
You can return unused online purchases within 14 days to store (subject to our Delivery & Returns policy) although please note the following steps and exclusions:
Products that have been used cannot be returned unless a warranty claim is raised.
Step 1 -
You will need to bring proof of purchase with you to the store:
- Print-out a copy of your order confirmation email
- Delivery note
Step 2 –
Your return to store will be carried forward to our ecommerce returns department for processing. You will be issued a returns form as receipt of return to store.
Step 3 –
Please allow 7-10 days for your return to be processed by the ecommerce returns department.
Once your return is processed and accepted for refund by the ecommerce returns department we will credit your account to the original method used for payment. Please note, it can take 3-5 working days (excluding bank holidays) for the refund to show back in your account.
Faulty Exchange Within 30 Days
A faulty exchange can be completed in store for goods of the same or more value where stock is available within that store and you are within 30 days of receipt of your order (you will need to pay the difference if the exchanged item is of greater value than your original purchase). If you wish to exchange your goods for a different item of lower value you will need to make a new purchase for the replacement item and your original order will be returned for returns processing, once accepted this will be refunded by the ecommerce returns department.
Faulty Goods up to 6 Months (after 30 days):
You will need to contact our ecommerce department at email@example.com.
Faulty Goods after 6 Months:
You will need to contact our ecommerce department at firstname.lastname@example.org.
Please be aware the above "Online Purchases Returns to Store process" is subject to our Delivery & Returns policy.
You have a right to cancel your order under the Consumer Contract Regulations 2013. If you wish to cancel please tell us in writing or by email to email@example.com within 14 days from the day after the date on which the products are delivered. You must return the products to us in accordance with these Terms of Sale within 14 days of the cancellation. The cost of returning products to us shall be borne by you. You may wish to obtain a proof of dispatch as the products remain your responsibility until we receive them. Upon receipt of products we will refund the products and any delivery charge within 14 days.
Risk and Title
The products will be at your risk from the time of delivery. Ownership of the products will only pass to you at the time of delivery or (if later) when we receive full payment of all sums due in respect of the products, including delivery charges.
Why recycle electrical products?
In the UK, many electrical goods are thrown away each year, and a great deal end up in landfill where the toxins they contain can cause soil and water contamination. Much of this waste can be recycled and the resources recovered to make new consumer goods. The WEEE regulations aim to reduce the quantity of electrical and electronic items disposed of in this way, and will encourage everyone to play a part in protecting our environment for future generations.
What does Charlies Stores Limited do and how can you recycle?
The United Kingdom’s Waste Electrical and Electronic Equipment (WEEE) Regulations allow you to recycle your old electrical products free of charge.
Charlies Stores Limited has joined the Valpak Distribution Take Back Scheme (DTS). Through this scheme we contribute financially toward the development of recycling collection points (known as ‘Designated Collection Facilities’) throughout the UK. These are run by local authorities.
How do you recycle?
You can locate your nearest Designated Collection Facility (DCF) by visiting www.recycle-more.co.uk.
Alternatively, you can contact them on 0345 077 0708. To remind you to recycle, all new electrical products are marked with a crossed out wheeled bin symbol.
We make every effort to display as accurately as possible the colours of the products that appear on our site. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery.
All product images are used with the permission of the originator and remain the copyright of the originator. This does not affect your statutory rights.
Events Outside our Control
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 including Acts of God, fire, flood, severe weather, explosion, war, act of terrorism, industrial dispute (whether or not involving Charlies Stores Ltd.’s employees), or acts of local or central Government or other competent authorities. This does not affect your statutory rights.
These terms and conditions and other notices elsewhere on our website contain the whole agreement between us and you relating to the supply of products. No other terms or conditions will form part of the Contract, unless agreed by us in writing and signed by an authorised employee of Charlies Stores Limited.
Our Right to Vary these Terms and Conditions
We have the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions in force at the time that you order products from us.
Law and Jurisdiction
This website, any content contained herein and any contract brought into being as a result of use of this website are governed by and construed in accordance with English Law. The parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English and no public filing requirements apply. These terms and conditions do not affect your legal statutory rights.
Changes to our Terms of Sale
Any changes we may make to our Terms of Sale in the future will be posted on this page. These Terms of Sale were last updated on 17 November 2017 at 3.25pm.
If you have any questions, comments or requests regarding these Terms of Sale we will be happy to answer them. Please contact Customer Services via this web site or on 0345 077 0708 from the UK or on +44 1686 617 108 from outside the UK. Our customer service team is there to help from Monday to Friday, 8.30am to 5.30pm and Saturdays 8.30am to 12.30pm (UK times).
Alternatively you can write to us via the contact form on the 'Contact Us' page.
Terms of Website Use
Information About Us
www.charliesdirect.co.uk is a website operated by Charlies Stores Limited (we, our, us). We are registered in England and Wales under company number 01761459. Our registered office is at 2 Dyffryn Enterprise Park, Newtown, Powys, United Kingdom, SY16 3BD. Our Value Added Tax (VAT) registration number is 433979807
Purchasing Products Through Our Site
The purchase of Products through our site is governed by our Terms of Sale.
Your Personal Information
When ordering products from our site, you will be asked to register. Information that you provide on our site must be complete and accurate. You must not impersonate any other person or entity or use a false name or a name that you are not authorised to use. From time to time we may make other services available which also require registration.
Your Personal Password and Account Security
To access your stored data on our site, you will need to input your account and password details (login details). You are responsible for maintaining the confidentially of your login details and any activities that occur under your account. If you have any concerns about your login details or think they have been misused, you should contact Customer Services straight away to let us know. We can deactivate your account at any time.
Third Party Services
We may from time to time make available through our site certain services provided by third parties. To gain access to these services, you must register with these third parties and deal with them directly. We have no control over the content of those third party sites or the performance of these services. Accordingly, you use these services at your own risk and we accept no responsibility for them or for any loss or damage that may arise from your use of them.
Our liability for Products which you may purchase through our site is subject to our Terms of Sale.
You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all materials and/or content made available as part of your use of this website shall remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by us or our licensors.
You may not copy, reproduce, republish, download, post, broadcast, transmit, make available to the public, or otherwise use any content on our site in any way except for your own personal, non-commercial use.
Certain parts of our site allow you to enter some content of your own, such as the ‘product review’ or 'email a friend' facility. In such cases, the content must not:
- Be threatening, abuse or invade another’s privacy, or cause annoyance, inconvenience or needless anxiety or be likely to harass, upset, alarm or annoy any other person.
- Be used to impersonate any person, or to misrepresent your identity or affiliation with any person or give the impression that they emanate from us, if this is not the case.
- Contain any material which is defamatory of any person, obscene, offensive, hateful or inflammatory.
- Promote sexually explicit material, violence or discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.
- Infringe any copyright, database right or trade mark of any other person.
- Be used to transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material.
The content must:
- Be compliant with the law of England and Wales and the country from which it is posted.
- Be accurate and truthful.
- Be written in English.
Product reviews must not refer to specific pricing. We reserve the right to amend reviews that refer to companies other than Charlies Stores Ltd, that contain profane or offensive language, that may be considered actionable, and that contain promotional material.
We reserve the right to remove or refuse to publish any review that we consider inappropriate. We reserve the right to delete reviews at any time.
Service Access /Site Availability
If the need arises, we may suspend access to our site, or close it indefinitely. We will not be liable if for any reason our site is unavailable at any time or for any period.
Viruses, Hacking and Other Offences
You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs, keystroke loggers, spyware, adware or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you may commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.
Linking to Our Site
If you wish to link to our home page, you may do so provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page. We reserve the right to withdraw linking permission without notice. The website from which you are linking must comply in all respects with applicable local, national or international law, regulation and good industry practice.
Links to Other Websites
Links to third party websites on this Website are provided solely for your convenience. If you use these links, you leave this Website. We have not reviewed all of these third party websites and do not control and are not responsible for these websites or their content or availability. We therefore do not endorse or make any representations about them, or any material found there, or any results that may be obtained from using them. If you decide to access any of the third party websites linked to this Website, you do so entirely at your own risk.
If you are unhappy about any aspect of our site or the service you receive from us and would like to make a complaint, please contact us at firstname.lastname@example.org. We undertake to handle all complaints fairly and competently. We will keep you informed either by telephone or email at each stage and will endeavour to fully resolve your complaint as soon as possible.
We reserve the right to transfer, assign, novate or sub-contract the benefit of the whole or part of any of our rights or obligations under these terms and conditions or any related contract to any third party.
If any portion of these terms and conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity or enforceability of the other sections of these terms and conditions shall not be affected.
Law and Jurisdiction
Prize Draw and Competition - Terms and Conditions
To view our current prize draw and competition terms and conditions please view these at www.charliesdirect.co.uk/prize-draw-and-competition-terms-conditions.