We will confirm acceptance (or otherwise) of your order as soon as possible, either by email (if your order is placed on-line) or by telephone (if your order is placed over the telephone). A binding agreement arises once we accept your order and we will then charge your credit/debit card on acceptance of your order.

Payments

You can pay for your order by Visa Debit, MasterCard, Maestro and Solo. We will take all reasonable care to keep your order details secure.

If the billing address and delivery address do not match, we may send a letter to the registered address for you to reply back by signing a confirmation order. You will then need to send a signed copy of the confirmation back to us before we can process your order. Please note that we need to take these steps in order to prevent on line fraud. If we do not receive the signed confirmation from you, we shall not process your order, hence to avoid any disappointments, we ask you not to request delivery at a different address unless necessary. 

Cancellation and Returns Information

Any transit damage, shortages or incorrect goods supplied must be noted on the delivery note at the time of delivery.

Please ensure that you thoroughly inspect your goods for any cosmetic damage, incorrect goods, missing parts or other problems as soon as you receive them. If this is done after delivery has taken place, you are required to contact us within 7 days of delivery of your goods giving full details of any problems for us to arrange for suitable action to be taken.

Damaged Goods

On delivery, please make sure that the packaging is not damaged. If the packaging is damaged, please inform us immediately on the day of delivery. If you receive goods in a damaged condition, please notify us of this by phone, email or letter in any case within 24 hours from receipt of goods. Under no circumstances should you install or attempt to install the goods if they are damaged.

Incorrect Goods/Wrong amount of Goods

It is your responsibility to ensure that you have signed for the correct number of goods delivered. At time of delivery you must also check that you have received the correct goods in accordance with your order.

If you find that you have received incorrect goods or the wrong amount of goods, you must inform us without delay. You must then notify us of this by phone, email or letter in any case within 5 days from receipt of goods. These goods should be packed in thier original packing.

Please note: Do not fit an item if it is damaged. This counts as acceptance of goods and the item is then non returnable or refundable.

Unwanted Items

You have the right to cancel your order at any time before goods are delivered to you for any reason.

In compliance with the distance selling regulations you have a "Cooling Off" period where you may withdraw from this agreement at any time up to 7 days after the day we have delivered the goods to you. If we have delivered the goods, you must NOT have opened, used them or tried to install them and must have kept them in the original condition they were delivered. You must return them to us, at your cost. Returned items after 7 days will be subject to 30% administration and handling charge. We shall inspect the goods before we refund. Please note that a 30% restocking, handling & administration charge shall apply.

When we receive the goods we will inspect them to ensure all manuals, accessories and other components are within the returned package and that the goods are in their original condition with undamaged packaging. All items are subject to inspection. If we receive an item that is either not in good, unused condition or has missing components we shall deduct a reasonable amount to cover any costs to us or return them to you if they are not re-sellable.

Please note: we are unable to take back items that are special order, bespoke/built to order, kitchen appliances, special order items and samples.

Faulty Items

If after fitting your product you find that it is faulty, meaning your product shows symptoms of failure preventing basic operation (this does not include any superficial or cosmetic damages, for example scratches or dents), please contact us at your earliest convenience.

Replacement - if the products is not repairable, we shall arrange for a replacement to be delivered to you at our expense and for the faulty item to be collected (usually at the same time).

A full refund - providing the item has been verified by the engineer as being faulty and non reapirable, we shall arrange for the item to be collected from your property and a full refund given. If we find that the item is not in its original packaging and has any accessories or components missing we shall carry out the refund and take out a fee to cover any costs.

Please note, any faulty items have to be seen by an authorised service engineer before any action can be taken. If your goods are not found to be faulty, a call-out charge shall be incurred.

If your item becomes faulty after having been fitted for more than 28 days, please contact the Manufacturer directly to arrange a service call, this is part of the manufacturer's guarantee. Manufacturers details can be found in the products information leaflet.

We will reimburse any amounts you have paid to us within 30 days of return of the goods, having deducted any return, repackaging or retrieval costs and administration fee if applicable.

Complaints Procedure

If, in the unlikely event, you wish to make a complaint, please contact us in writing:

Customer Care Department
Keyvale T/A abacus
681 - 689 Holloway Road
London
N19 5SE

We shall then fully investigate the matter and contact you as soon as possible from receipt of letter.

This guarantee is in addition to any warranties or conditions implied by law and nothing in these terms affects your statutory rights.

Delay or Failure to Perform

We shall not be liable to you if we are prevented or delayed in performing any of our obligations to you if this is due to any cause beyond our reasonable control e.g.

• an act of God, explosion, flood, fire or accident,
• war or civil disturbance,
• Delays by manufacturer i.e. products not in stock, or any other reason,
• strike, industrial action or stoppages of work,
• any form of government intervention,
• a third party act or omission,
• failure by you to give us a correct email or delivery address or notify us of any change of address.

If this happens we shall inform you as soon as is reasonably practicable and if these circumstances continue for 30 days either you or we will be free to cancel the contract. If so, we will give you a full refund of any payment we have received from you within 30 days of cancellation.
Stock not available from the manufacturer or supplier.

Data Protection and Privacy

Information we learn from our customers enables us to continually improve the service we offer, including improving the ranges of products we sell, the information we give on our Web-Site and special offers. However, we take privacy of information relating to our customers very seriously and comply with all UK data protection laws in collecting, storing and using this information.

What personal information we will gather about you

Using this Web Site, contacting us and purchasing products from us, both on-line and over the telephone, may involve you giving us certain information about yourself, including your name and address, telephone number, email address.

Storing and Sharing Information

Any information we receive from you, either by entering it on our Web-Site, in writing, by email, by fax, over the telephone or by other means will be stored by us and we will take all reasonable care to keep your personal data secure and to prevent any unauthorised access to it.

Other than as required by law or in the prevention of fraud, we will not pass information we hold about you to any other organisation, but it is intended that any consent given above will benefit any purchaser of our business.

Security

Other information transmitted over the internet may be open to scrutiny by others. However, when you purchase on-line, your credit/debit card details will be encrypted, to help keep them confidential.

Caring for you purchase

Always refer to the operating, care and maintenance instructions in relation to each product.

Product Descriptions

We have made every effort to display as accurately as possible the colours and images of our products that appear on this Web Site. However, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour or finish of the actual product. We cannot guarentee that the Images are a true representation of the actual products.

Please note: All pictures and colour samples for our products are for illustration purposes only and not a guide to buying any product, if any products are received wrong due to this reason then a suppliers restocking charge will be passed on to the customer.

While we try to be as accurate as possible, all sizes, weights and measurements quoted are approximate.

The products sold on this Web Site have been designed to comply with the health and safety laws of the UK and we cannot warrant or represent that they comply with any health safety or other legal requirement outside the UK.