Terms and Conditions
Our Terms and Conditions of Sale
This Web Site, www.eolonline.co.uk, is operated by EOL IT Services ('we' or 'us'). These terms will apply to all your domestic purchases of items from the retail section of our website, whether you are ordering online or by telephone. Please read this document carefully and print it off or download it before placing your order.
We may change these terms from time to time. Please check them before you make a new purchase.
Payment
You can pay for your order by Visa, MasterCard, Delta/Connect, Switch or Amex. We also allow ApplePay and GooglePay. We will take all reasonable care to keep your order details and payment secure, but, unless we are negligent, we will not be liable for any losses if an unauthorised third party obtains access to your information.
If billing and delivery addresses are not the same, we may require a utility bill for confirmation.
All prices quoted on our website include VAT.
Your Agreement With Us
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.
Delivery
Delivery is to mainland UK only. Unfortunately we do not make overseas deliveries.
However, there are certain areas that we are able to arrange shipping to for an additional delivery charge, these areas are listed below. Please contact us for further information.
- Ireland
- Isle of Man
- Isle of Wight
- Jersey
- Guernsey
- Scottish Isles
Delivery charges to mainland UK £19.95 for a single item and a further £9.95 for the second item. Any items after this are free.
We aim to despatch all orders as soon as possible and will contact you to arrange delivery.
As we carry our most popular products in stock, we are able to offer fast delivery times. We quote 7 to 14 working days** although many deliveries are carried out much quicker than this. However, some items may be out of stock and the delivery time may extend beyond the quoted 7-14 days. If we have any problems with your order, we will contact you to let you know what is happening and offer alternatives for faster delivery times.
If you require your products by a specific date, provided we are able to obtain the products we can arrange an express overnight delivery for an additional charge. Please add this information into your delivery instructions when placing your order.
**Working days does not include Saturdays, Sundays or public holidays.
Availability
All items are subject to availability. We can only guarantee availability whilst stocks last. If the goods ordered are unavailable, we will contact you with suggestions of goods of equivalent quality and wherever possible a similar price. We will endeavour to deliver goods within the times stated but goods are subject to availability and delay in delivery of goods is sometimes out of our control. Any dates we specify for the delivery of goods are approximate and we shall not be liable for any losses, costs, damages, charges or expenses caused by any delay for delivery of the goods. Please allow enough time for your items to be delivered before you organise installation as we cannot be held responsible for out of pocket expenses resulting from delays in delivery.
Cancellation and Returns Information
IMPORTANT INFORMATION & TIME LIMITATIONS
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
If you receive goods in a damaged condition, please make a note of this on the despatch note, you will need to notify us of this by phone, email or letter in any case within 7 days from receipt of goods.
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 make a note of this on the despatch note, you must then notify us of this by phone, email or letter in any case within 7 days from receipt of goods.
Please note: Do not fit an item if it is damaged. This counts as acceptance of goods and the item is then non returnable.
Cancellations
If you cancel an order after the goods have been delivered, you will be charged the ACTUAL COST of collecting the items, any item that requires a 2 man delivery team will be charged double. This cost will be deducted from any refund that is due to you. You may return the items at your own expense.
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 working days after the day we have delivered the goods to you. If we have delivered the goods, you must not have used them and must have kept them in the condition they were delivered. You must return them to us or request us to collect them, in either case, at your cost.
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 the condition that we sent them to you with packaging. All items are subject to inspection. If we receive an item that either is not in the condition we sent it 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.
We will reimburse any amounts you have paid to us within 30 days having deducted any return, repackaging or retrieval costs.
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. We shall then arrange for an approved engineer to visit you free of charge and offer you the following options;
If repairable, the engineer will be able to carry out repairs on site or order parts and come back at your convenience to carry out the repair.
Replacement - 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, we shall arrange for the item to be collected from your property and a full refund given. If we find that the item 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 may be incurred.
If your item becomes faulty after having been fitted for more than 28 days, please let us know so that we can contact the Manufacturer on your behalf to arrange a service call, this is part of the manufacturer's guarantee.
We will reimburse any amounts you have paid to us within 30 days of return of the goods, having deducted any return or retrieval costs if applicable.
Complaints Procedure
If in the unlikely event you wish to make a complaint, please contact us in writing:
eolonline Customer Care
EOL IT Services Ltd
1-3 Baltic Wharf
Station Road
Maldon
CM9 4LQ
We shall then fully investigate the matter and contact you within 5 working days 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 of our any 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
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.
Customer Information
If you have any queries or require further information regarding our products or your purchase, contact our helpful Customer Care operators by email and they will be glad to assist you. Alternatively you write to our Customer Care department at:
eolonline Customer Care
EOL IT Services Ltd
1-3 Baltic Wharf
Station Road
Maldon
CM9 4LQ
Data Protection and Privacy Statement
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service. We will give you the chance to refuse any marketing email from us in the future. We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
The personal information that we hold will be held securely in accordance with our internal security policy and the law. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening.
Caring for Your Purchase
Always refer to the operating, care and maintenance instructions in relation to each product.
Governing Law
All contracts formed between us for the purchase of items from this website shall be governed by English law and any dispute shall be subject to the jurisdiction of the English Courts.
If any provisions of these terms and conditions shall be unlawful, void or for any reason unenforceable then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.
General
eolonline.co.uk is registered in England and Wales, under EOL IT Services Ltd, Company Number 03596433, with registered offices at 1-3 Baltic Wharf, Station Road, Maldon CM9 4LQ.
Feedback
Tell us how we are doing and how we can do it better. We welcome your comments on any aspect of our service to you, so please feel free to contact us with your comments by email or by contacting our customer services department.
Product Descriptions
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 product.
While we try to be as accurate as possible, all sizes, weights and measurements quoted are approximate.
The products sold on this website 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.
Images on our website have either been made accessible by suppliers, manufacturer's, publications, publicists, or been gathered from public-domain sources. We cannot guarantee the reliability or the accuracy of the images. Images on our site are for the sole purpose of giving an approximate description of the goods. Full detailed specifications are available from the manufacturer's brochures or their websites. We will supply the product as supplied to us by the manufacturer.
European Delivery
For all orders for delivery outside of mainland UK, Northern Ireland, the Channel Islands and the Isle of Man. You acknowledge and agree that it is your responsibility to arrange for a courier to deliver the goods to you, or alternatively to collect the goods yourself from our premises. The seller is willing on your invitation and as your agent to instruct a courier partner to deliver the relevant goods on your behalf for the prices set out in our delivery section. If you take up this option, you will enter into a direct contract with the courier partner in respect of the delivery of the goods under their standard terms and not with the seller, and you will be liable to the courier partner to pay the Delivery Rate. The seller will (unless you instruct us otherwise) collect payment of the Delivery Rate from you, and as your agent pay such amount to the courier partner. Any liability in connection with such delivery shall be between the courier partner and you, and shall not involve the seller. Insurance against loss or damage isn’t provided. The customer should arrange their own insurance against loss or damage. If you elect to arrange for someone else to deliver the goods to you, or will collect the goods from the sellers premises in the UK, you should make the appropriate election and contact the seller to make arrangements for the goods to be made available for collection. No collection of the Delivery Rate will be made by the seller in these circumstances. Full details of the charges to mainland Europe and Ireland are here.
Export of Goods
The Products may be sold by the Seller for export from the United Kingdom. The Customer shall comply with all applicable legislation and regulations and payment of any duties, import taxes or other costs of import. If the Seller notifies the Customer that export of the products into a country is prohibited under the Sellers export licences, the Customer shall not supply or offer the Products for supply into or within that country. The Customer shall obtain all licences, authorisations and approvals required for export of Products from the United Kingdom or import into any other country and shall indemnify the Seller against any liability in relation to the Customers breach of any of the provisions of this condition.
For all orders for delivery outside of mainland UK, Northern Ireland, the Channel Islands and the Isle of Man All ownership, title and risk in goods will pass to you immediately at the point and time at which such goods are placed at your disposal at our premises in the UK. The prices payable for goods (as set out on the delivery section of our website) are inclusive of UK VAT, but exclusive of local taxes, import duties and clearances. You acknowledge and agree that the seller has no liability to you in respect of any such taxes including VAT, duties or clearances which may become payable, after the goods have been placed at your disposal at our premises (in the UK). You and we each submit to the exclusive jurisdiction of the English courts in relation to disputes arising out of this Agreement.