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  • Terms of service

    This website is owned and operated by

    Sensory Needs Ltd VAT number GB334120057

    Registered in England 11664604

    Email: sales@sensoryneeds.co.uk

    If you need to contact us please use the details above.

    2. Make a contract with us

    2.1 When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order.

    2.2 Once we have reviewed your order we will e-mail you again to confirm that the order has been shipped.

    2.3 In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this. You will not receive an e-mail confirming shippment of your order, and there will be no contract between us. You will have the option to cancel the order or make adjustments in order to proceed.

    2.4 Images of products on this website are for illustrative purposes only. Your goods may vary slightly from the image shown on the website and will not include any of the pictured accessories, unless stated in the specification of the goods. Whilst goods may be shown assembled they may require assembly by you.

    2.5 We have made every effort to display as accurately as possible the colours of our products that appear on this website. However, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the actual goods.

    2.6 Whilst we try to be as accurate as possible, all information provided is approximate and is provided in good faith.

    2.7 This contract is covered by English law.

    2.8 By placing an order with us, you agree to and accept these terms, as well as our privacy policy and the terms of website use.

    3. How to place order

    3.1 You can use our website to place an order by selecting the product you wish to buy and adding it to your basket. Items you do not require can be removed from your basket at any time.

    3.2 Carriage charges will be shown prior to you placing your order.

    3.3 You will be required to pay for the goods in full at the time of ordering.

    3.4 We use secure payment facilities for online purchases. You can pay for your order by Visa, Mastercard, Paypal or Bank Transfer.

    3.5 Promotional prices only apply during the period stated.

    3.6 All prices quoted on our website are in UK pounds and include Value Added Tax at the current rate (20% at the time of writing).

    3.7 Once your order has been confirmed, changes may not be possible or may incur additional charges or delays.

    3.8 Once your order is complete we will notify you of the dispatch method and date.

    3.9 All incoming and outgoing calls are recordered, the content's are kept for training and security purposes for a period of 12 months after which time they are deleted. Customers may request these to be deleted in writting at any time. All stored data complies with current PCI requirements and is fully encrypted. 

    4. Delivery & Carriage Charges

    4.1 Goods will normally be dispatched from our warehouse within 1 working day and any estimated dispatch date is a an estimate, which can change without notice.

    4.2 Delivery times are determined via the carier and out of our control.

    4.3 Your order may arrive in more than one delivery.

    4.4 We can deliver our goods worldwide, however if you are ordering outside of the EU, you may be required to pay additional import taxs.

    4.5 We will deliver the goods to the premises you specify on your order. You must be at home to accept delivery of your order, which is normally between 9:00am and 6:00pm Monday-Friday. 

    We will not accept responsibility for loss or damage if you instruct the delivery company to leave the goods unattended.

    4.6 Most of our products are shipped in boxes so will not fit through your letterbox.

    4.7 Disposal of packing materials is your responsibility.

    4.8 After two failed delivery attempts (or if you are not at home for an agreed delivery) the goods may be returned to the warehouse and we reserve the right to charge you an additional re-delivery charge.

    4.9 If you change the delivery address once the goods have been dispatched to you, we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery.

    4.10 Please check the goods on delivery - any goods found to be missing or damaged should be notified to the delivery driver at the time of delivery or ourselves within a reasonable time.

    4.11 If the goods are lost or damaged in transit, please let us know promptly.

    4.12 Sometimes, for reasons beyond our control we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We will try to put things right as soon as possible however we can’t be responsible where this causes a delay or failure in delivering your goods.

    4.13 Time is not the essence of the contract unless expressly stated otherwise in writing by a Director of the Company.

    4.15 Free delivery is available on some orders, this will be clearly shown a the time of ordering. Standard delivery charges and thresholds are limited to UK Mainland only. Areas outside of UK mainland may incur additional charges, these are clearly shown on the checkout page before payment is required.

    4.16 Royal Mail delivery times are not guaranteed and only an estimate, items sent using 1st Class and 2nd Class services (including Royal Mail Signed For) will be treated as lost if they are not delivered 10 or more working days (Monday - Friday) after the due delivery date.

    4.17 It is your responsability to ensure you enter the correct delivery address, errors cannot be corrected after an order has shipped. 

    5. Cancellation and returns

    5.1 This policy does not apply to goods ordered by businesses which are exempt from the Consumer Acts in place, or the following goods which are exempt from the right to cancel. 

    Any items which have been personalized or modified to your specification, such as custom built units, soldered units.

    5.2 You can cancel your contract at any time up to 60 days after the day of delivery. To do this, please e-mail us. We are unable to accept cancellations by phone.

    5.3 You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future.

    5.4 If you cancel, you must return the goods within 60 days of cancellation, complete unopened with the original packaging to us and/or our supplier (or any other UK address specified by us), at your own expense. You must ensure that the goods are packaged adequately to protect against damage.

    5.5 You may properly examine the goods for 60 days as you would do had you visited our showroom, however you may not return any goods that have been installed unless they are faulty.

    5.6 If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.

    5.7 We will refund all monies paid to us by you including any postage / carriage within 30 days, less any costs due under this contract.

    5.8 Business customers, or customers exempt from the Consumer Acts may not cancel an order without our mutual agreement. 

    5.9 In the event of a delivery agent being unable to deliver an item a refund will be made minus the cost of shipping once the item has been received at our warehouse within 7 working days. Should the reason for failed delivery not be the customers fault the cost of shipping will also be refunded.

    This cancellation policy does not affect your legal rights - for example, if goods are faulty or misdescribed.

    6. Faulty Goods / Guarantee

    6.1 If there is a problem with the goods, please notify us by email or in writing providing details of the problem. Its helpful if you can provide us with a digital photograph of the problem as this normally saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights.

    6.2 All goods are covered by a manufacturer’s warranty against faulty workmanship and materials, subject to the terms and conditions of that warranty.

    6.3 The manufacturer’s warranty is provided in addition to the rights that the law says you have as a consumer and accordingly, your statutory rights are not affected.

    6.4 If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received at our warehouse and checked. 

    The cost of returning goods to us is your responsibility, however on inspection we will refund your reasonable postage costs, providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you, however you will be required to cover our reasonable postage costs.

    6.5 If an item is no longer available we will offer an alternative. However our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance you will have the option of a refund.

    6.6 Where we replace faulty goods you are responsible for their disposal if they have not previously been returned to us.

    7. Damage to Goods by the Customer

    7.1 Should products purchased from Sensory Needs Ltd be damaged by the Customer after their purchase no replacement or refund will be offered. This maybe but not limited to the following reasons
    - if the defect arises because the Customer has altered or repaired such Goods without the written consent of the Company;
    - because the Customer did not follow the manufacturers' instructions for storage, usage, installation, use or maintenance of the Goods;

    8. Liability

    8.1 The products sold on this website have been designed to comply with all relevant UK legislation. We cannot warrant or represent that they comply with any legal requirement outside the uk.

    8.2 We do not accept liability for any consequential loss of profit or indirect losses.

    8.3 Product descriptions include as much information as possible, however ingredients may not always be accurate due to changes from manufacturers. Customers should always check labels before opening and using products.

    9 Trade or Business Customers

    The following terms apply to orders placed by Trade or Business Customers.

    9.1 Order Cancellation: Orders may only be cancelled with our mutual agreement and upon written confirmation from a Director of our company. Please note that we may impose cancellation and/or restocking fees. 

    9.2 Exchanges: Orders may only be exchanged with our mutual agreement and upon written confirmation from a member of staff from our company. Please note that re-delivery charges will apply. We may also impose an administration charge.

    9.3 Missing or Damaged Items: Claims for missing or damaged items must be submitted within 2 days of delivery. To support your claim, please provide photographic evidence of both the damaged packaging and the item itself.

    9.4 Late Payment Fees: Late payments will incur an administration charge of £49.99 + VAT. No exceptions will be made to this policy.

    9.5 Supplier Application Forms: If you require us to fill out a supplier application form, please request this before submitting a purchase order. Please note that completing such forms will incur an administration fee of £14.99 + VAT.

    9.6 Company details (on headed paper), including bank details, will be supplied upon request free of charge.

    9.7 A delivery charge of £7.99 + VAT is applied to purchase orders below £49.99 (ex VAT)

    9.8 Delivery to Hospitals or multi-occupancy buildings is charged at an additional £9.99 + VAT for all orders using a tracked and signed service.

    9.9 Acceptance of Terms: By submitting a Purchase Order or placing a web order, you agree to our terms and conditions, which supersede any conflicting terms and conditions associated with your purchase.

    Website Disclaimer for: Sensory Needs Ltd

    This disclaimer details our obligations to you regarding our website. This disclaimer has been provided and approved by legal forms provider LegalCentre.co.uk. Please read this disclaimer in full before you use this Website. Using the Website implies that you accept the terms of this disclaimer. We do occasionally update this disclaimer so please refer back to them in the future.

    1. Use of Website

    1.1 You are permitted to use our website for your own purposes and to print and download material from this Website provided that you do not modify any content without our consent. Material on this website must not be republished online or offline without our permission.

    1.2 The copyright and other intellectual property rights in all material on this Website are owned by us or our licensors and must not be reproduced without our prior consent.

    1.3 Subject to paragraph 1.1, no part of this Website may be reproduced without our prior written permission.

    1.4 We take no responsibility for typographical errors. We reserve the right to cancel any order you have placed if there was a typographical error on the  website concerning the pricing or availability of any item you ordered when you placed the order.

    1.5 The information provided with respect to products and services may be out of date, and we make no commitment to update the information provided.

    1.6 By sumitting an order you agree to these terms and conditions. By completing and submitting the electronic order form (or proceeding through the 'checkout process') you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Neither submitting an electronic order form or completing the checkout process constitutes our acceptance of your order.

    2. Visitor Conduct

    2.1 With the exception of personally identifiable information, the use of which is covered under our Privacy Policy [insert hyperlink here], any material you send or post to this Website shall be considered non-proprietary and not confidential. Unless you advise to the contrary we will be free to copy, disclose, distribute, incorporate and otherwise use such material for any and all purposes.


    2.2 When using this website you shall not post or send to or from this Website any material for which you have not obtained all necessary consents, is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in the United Kingdom;


    3. Site Uptime

    3.1 We take all reasonable steps to ensure that this Website is available 24 hours every day, 365 days per year. However, websites do sometimes encounter downtime due to server and, other technical issues. Therefore we will not be liable if this website is unavailable at any time.


    4. Links to and From other websites

    4.1 Any links to third party websites located on this Website are provided for your convenience only. We have not reviewed each third party website and have no responsibility for such third party websites or their content.

    4.2 If you would like to link to this Website, you may only do so on the basis that you link to, but do not replicate, any page on this Website and you do not in any way imply that we are endorsing any services or products unless this has been specifically agreed with us.

    4.3 If you choose to link to our website in breach of Paragraph 4.2 you shall fully indemnify us for any loss or damage suffered as a result of your actions.


    5. Exclusion of Liability

    5.1 We take all reasonable steps to ensure that the information on this Website is correct. However, we do not guarantee the correctness or completeness of material on this Website. Neither we nor any other party (whether or not involved in producing, maintaining or delivering this Website), shall be liability or responsible for any kind of loss or damage that may result to you or a third party as a result of your or their use of our website. This exclusion shall include servicing or repair costs and, without limitation, any other direct, indirect or consequential loss.


    6. Law and Jurisdiction

    This Legal Notice shall be governed by and construed in accordance with English law. Any dispute(s) arising in connection with this Legal Notice are subject to the exclusive jurisdiction of England and Wales.

    Date of last update 01 Jan 2024