House General and Online Terms and Conditions
We want you to feel comfortable shopping in a House store. You are welcome to browse the extensive product range we carry at your leisure. When you need help or extra information, you can be assured you will receive friendly courteous assistance from our well trained, knowledgeable staff.
What These Terms Cover. These are the terms and conditions on which we supply products to the Customer (“you”).
Why You Should Read Them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
Who We Are. We are Global Retail Brands UK Limited ("we" "us" “our”) a company registered office in England and Wales. Our registered office is at C/O Pkf Littlejohn 2nd Floor, 1 Westferry Circus, Canary Wharf, London, United Kingdom, E14 4HD, our company registration number is 10642380 and our VAT number is 282 2904 01.
How To Contact Us. You can contact us by writing to us at firstname.lastname@example.org.
What We Do. We operate a website, www.houseuk.com (our "Site"). The Site, the products available for purchase on the Site (“Products”) and related services are made available to the Customer to purchase pursuant to the following Terms and Conditions and any other policies posted on our Site from time to time (collectively, the "T&Cs").
Our Terms and Conditions. Please read the T&Cs carefully before placing any orders on our Site (“Order”). We recommend you should keep a copy of the T&Cs for future reference. We may modify the T&Cs at any time. We aim to keep all information appearing on the Site up to date but please note that we may change the information appearing on the Site at any time without notice to you. Please note that the information including Product descriptions appearing on the Site at a particular time may not always reflect the position exactly at the moment you place an Order. We cannot confirm the price of a Product until your Order is accepted in accordance with our Order acceptance policy (described below).
UK Sales Only
We sell and ship Products only within the United Kingdom. The United Kingdom means England, Wales Scotland and Northern Ireland. We will not make deliveries to addresses outside of the United Kingdom or to BFPO addresses within or outside of the United Kingdom.
Eligibility to purchase
Age Restricted Products
Some of our Products are restricted to persons over a certain age in accordance with UK law. We are not permitted to supply such Products to persons who do not meet the minimum age required. If you are underage, you must not attempt to purchase these Products through our website. By placing an Order for any of the Products detailed below, you are confirming that you (or the intended recipient) are the minimum age required by law. Under the Criminal Justice Act 1988 (as amended) knives and blades may only be sold to persons over 18. ID will be required to purchase in store or receive delivery of such Products. Acceptable ID includes a photographic driving licence, passport or cards with the PASS logo. We operate a ‘Think 21 policy. Please do not be offended if we think you look under 21 and ask for proof of age when you buy an age restricted Product.
Acceptance of Your Order
How You Place Orders. You may place an Order by filling in the order form (“Order Form”) on the Site and clicking the "Submit My Order" button. Once your Order has been placed, you will receive an email acknowledging the details of your Order. This email is NOT an acceptance of your Order or the making of a formal contract; it is just a confirmation that we have received it.
By placing an Order, you make an offer to us to purchase the Products you have selected for personal use or consumption based on these T&Cs. Information contained on the Site constitutes an ‘invitation to treat’. No information on our Site constitutes or should be deemed as an offer by us to supply any Products; however we will make every effort to supply Products to you. We will notify you that your Order is being processed by sending you an order confirmation and tax invoice via email; however, we do not formally accept your offer until your Order has passed our internal validation procedures for verifying the bona fides of each Order placed, for the purpose of preventing credit card or payment fraud. We and our affiliates reserve the right to refuse service, terminate accounts, remove or edit content, or cancel Orders in our sole discretion.
Order Acceptance. We will confirm acceptance of your Order when we send you an email confirming shipment of the Products you have ordered or that they are ready for collection. If we cannot process or accept your Order after payment is received we will contact you by email or telephone. Any Products requested on the same Order that we have not yet confirmed via email will not form part of the original contract for sale and will form part of a separate contract when the remaining Products have been dispatched or are ready for collection.
Binding Contract. Please note that placing an Order does not constitute a contract with us until we confirm the Products as dispatched or ready for collection.
If we cannot accept your Order. If we are unable to accept your Order, we will inform you of this and will not charge you for the Product. This might be because the Product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because a credit reference we have obtained for you does not meet our minimum requirements, if we are unable to obtain authorisation for payment, because we have identified an error in the price or description of the Product or because we are unable to meet a delivery deadline you have specified or if you do not meet the eligibility criteria set out within the T&C’s.
Payment Methods and Processing
Payment Methods. We currently accept PayPal, Visa, MasterCard, Maestro/Switch and AMEX. We process payments after you click the "Place Order" button. Orders placed on a weekend or a public holiday will be payment processed immediately but filling of the Order will not occur until the next business day. Business days are Monday through Friday, excluding public holidays. We will email a tax invoice to you with your Order Confirmation. Your tax invoice is your proof of purchase subject to payment being received by us. Payments will be debited and cleared from your account upon placing of your Order. By making a payment you confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.
Coupons and Discounts. Any coupon codes, for example free shipping or discount offers, are valid at the time of Order placement only and must be entered in correctly at the relevant point in the payment process for you to be eligible for the offer promoted by the coupon. Coupon offers will not be valid or honoured on Orders successfully placed without using the relevant or correct code.
Site Security. We take all reasonable care to make our Site secure. All credit card transactions on this Site are processed using a secure online payment gateway that encrypts your card details in a secure host environment.
To help ensure that your shopping experience is safe, simple and secure we use Secure Socket Layer (“SSL”) technology. When ordering using SSL you will have a message come up about Certificate Authorisation which varies depending on what browser you are using. Let's Encrypt Authority X3 provides our Certificate Authorisation which means that once you receive their message, they have authorised that we are in fact us.
Our online ordering system is the industry standard for encryption technology to protect your online Order information. SSL encrypts all information including your credit card and all personal information passed from you to us. Encryption provides you with security and peace of mind when your browser and local network supports the use of encrypted data transmissions.
We will take all reasonable care to keep the details of your Order and payment secure, but we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Site unless that access was made possible by our negligence.
- We do not redeem VIP rewards as payment for online purchases.
- We are unable to accept credit cards issued by banks outside of the United Kingdom.
- Debit cards and credit cards have daily spending limits that may substantially delay the processing of your Order, if exceeded.
- You may be required to provide further identification and information for additional security reference checks.
We do not formally accept your offer until your Order has passed our internal validation procedures for verifying the bona fides of each Order placed. We may run security checks for the purpose of preventing credit card or payment fraud. Security checks may be conducted by telephone, by email or by a combination of both. As part of a security check we will require you to provide further verification of your credit card and your identification. You are welcome to perform a security check in store if you do not wish to participate via email or phone. If you do not agree to undergo a security check you may choose to process your payment through PayPal instead or you may have your Order cancelled and refunded. We maintain absolute discretion to cancel and refund your Order if you refuse to undergo any part of a security check.
We have made every effort to display as accurately as possible the colours of our Products that appear on our Site. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.
Products may vary slightly from their pictures. The images of the Products on our Site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the Products. Your Product may vary slightly from those images.
Product packaging may vary. The packaging of the product may vary from that shown in images on our Site.
Pricing and Stock availability
Where to find the price for the Product. The price of the Product (which includes VAT) will be the price indicated on the Order pages when you placed your Order. We use our best efforts to ensure that the price of the Product advised to you is correct. We always seek to list Products with the most competitive prices.
We will pass on changes in the rate of VAT. If the rate of VAT changes between your Order date and the date we supply the Product, we will adjust the rate of VAT that you pay, unless you have already paid for the Product in full before the change in the rate of VAT takes effect.
What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the Products we sell may be incorrectly priced. We will normally check prices before accepting your Order so that, where the Product's correct price at your Order date is less than our stated price at your Order date, we will charge the lower amount. If the Product's correct price at your Order date is higher than the price stated to you, we will contact you for your instructions before we accept your Order.
Shipping Costs. The price of Products shown excludes shipping costs. The shipping cost is shown separately on the checkout page and is calculated based on how many and what items you place in your shopping cart. Please refer to Shipping Charges below for more details.
- The promotions and sales prices that are offered on the Site are available online only. They may not correspond to those in a House store. House stores may operate other promotions and sales concurrently.
- We reserve the right to extend or withdraw a promotional or sale offer at any time without notice.
- Certain online promotions and offers are subject to additional terms and conditions which will be specified with the offer on the Site (eg duration of the promotion or sale, method of calculation of savings etc). Please read these additional terms and conditions carefully.
Delivery and Shipping
A confirmation email showing that we have received your Order will automatically be sent to you once you have proceeded through to the end of the check out. Once accepted your Order will be despatched as soon as possible. Risk in the Products (e.g. damage or loss to the Products) will remain with us until we deliver the goods to the address specified in your Order when the risk will pass to you immediately.
Timing of Delivery:
Estimated delivery time within the United Kingdom is approximately 3 to 5 days from the date your payment is received. The estimated delivery times are in business days (Monday through Friday excluding Public holidays). Estimated times are to be used as a guide only depending on your location and the availability of stock. Whilst we endeavour to fulfil all Orders, please note some items, sizes or colours may not be available at time of dispatch. Your credit card will be refunded for items not available at time of dispatch. If your Product has not arrived after the estimated delivery time, please contact Customer Service at email@example.com
Cancellation or Change of Mind Refund
Cancelling Orders Prior to Dispatch. It may be possible for you to cancel or change your Order if your Order has not started the packing process in our warehouse. Please contact one of our Customer Service Representatives on 0800 085 7855 or email us at firstname.lastname@example.org and if cancellation or change remains possible, they will assist you.
Cancelling Orders After Dispatch. If you wish to exercise your right to cancel after your Order has already been dispatched, we will refund the original purchase price and delivery charge, provided that (1) you have notified us in writing at email@example.com no longer than 14 days after the day on which you receive the Products, returned the Products to us within 14 days after that,(you are responsible for the return delivery postage charges) and (2) that you have taken reasonable care of the Products, return the Products in saleable condition and not used them or opened the packaging. The goods remain your responsibility until they arrive safely at our warehouse.
We cannot accept returns in store of Products purchased through the Site.
For options available to return your goods to us please contact Customer Service team at firstname.lastname@example.org
Products must be returned whenever we agree to provide you with a refund or to replace the Product or ask you to return the Product to us for inspection.
If a refund is requested and product is returned because you have changed your mind, please contact us at email@example.com to arrange for the refund. The costs of return postage must be met by you.
Where customer service has provisionally confirmed that an item is faulty and we require the goods to be returned to us, we will advise you of how this can be arranged at no cost to you.
Refunds. Refunds will be credited to your original method of payment.
Delivery Address. Unless otherwise agreed by us, we will deliver your Products to the UK address indicated on your Order Confirmation. We dispatch all Orders using a courier service.
Re-delivery. If no-one is available to take delivery of your Products, you may use our courier’s re-delivery service, details of which will be provided by card at the time of attempted delivery.
If you do not re-arrange delivery. If you do not collect the Products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.
Delivery Timescales. We will use our reasonable efforts to deliver your Products to you within the estimated delivery time; however, we do not guarantee that we will deliver within this time frame. We are not responsible for delays outside our control. If our supply of the Products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any Products you have paid for but not received.
Recipients. If you have specified a recipient who is not you, for delivery purposes, then you accept that evidence of a signature by a person who identifies themselves as that person at that delivery address, is evidence of delivery to you and fulfilment by us of our responsibility.
When you become responsible for the goods. A Product which is goods will be your responsibility from the time we deliver the Product to the address you gave us.
When you own goods. You own a Product which is goods once we have received payment in full.
Please Note: We do not ship to BFPO addresses or post office boxes.
All purchases for delivery in England, Scotland, Wales and Northern Ireland will be charged as follows:
- We offer free standard shipping for all Orders of £50 (inclusive of VAT) or more.
- Orders under the value of £50 (inclusive of VAT) will incur a flat rate of £3.50 for standard shipping.
Our freight and handling fees do not include insurance and we may not be held responsible for any damage, destruction or loss of goods after delivery to you at your nominated shipping address. Any applicable shipping charges for your Order will be shown during the checkout. We may at our discretion offer limited time free shipping promotions from time to time based on the following eligibility criteria:
- Order is placed during the stated promotional period;
- Free shipping eligibility registration information must be completed in full (incorrect post codes will be advised in the registration process);
- Free shipping offer is valid for all English, Scottish, Welsh and Northern Ireland addresses;
- Shipping charges will apply to ineligible Products/Orders; and
- Offer is not available for commercial or wholesale/bulk Orders.
After your Order has been dispatched a confirmation email will be sent to the email address you provided, with a tracking number. You can track the shipping status of your Order with our courier.
Summary of your key legal rights
The Consumer Rights Act 2015 says Products must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your Product your legal rights entitle you to the following:
- a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.
- b) Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
- c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
Nothing in these T&C’s excludes the application of your statutory rights.
Product Fault. If a Product has a fault, we will provide a replacement, repair or a refund at your discretion.
Damaged Products. If Products arrive damaged or inoperable or develop a fault within the first 30 days a claim must be made by either calling our Toll Free Number 0800 085 7855 or emailing our Customer Service Team E: firstname.lastname@example.org within 30 days after the parcel has been delivered and providing a full detailed description of the problem with supporting photographic evidence as well as your Order number.
Depending on the problem our Customer Service team will determine how best to resolve your problem with minimum inconvenience to you.
Where we agree that a Product is faulty and needs to be replaced or repaired return shipping will be arranged at our expense. Please contact us at email@example.com and we will arrange a returns authorisation label.
If a Product is replaced, your replacement Product becomes your property and the returned Product becomes our property. When a refund is given, the returned Product becomes our property.
Where we agree to replace a Product:
- A replacement for the Product that you ordered will be shipped to you at our expense after we have received your returned Product (if required by us). This does not apply to change of mind.
- The delivery time for the replacement Product will be the same as stated for the original Product.
- Your statutory rights but no additional guarantees (change of mind etc) apply to all replacement products.
- In the event of a Product no longer being available we will offer an alternative Product of similar quality.
- In the event of an individual item within a set being faulty, we will replace the specific item and not the entire set.
Goods with Manufacturer’s warranty - Refund/Replacement policy
Many of our Products come with a guarantee or warranty from the manufacturer. Please refer to the warranty terms and conditions on or in the packaging, however nothing in those warranty terms and conditions excludes the application of your statutory rights or our change of mind guarantee.
Return Authorisation Number - A Must Have
A Return Authorisation (“RA”) number is required for replacement Products, returns and refunds. To obtain an RA you must have proof of purchase. Where Customer Service has provisionally determined that a Product is faulty, or you have met the requirements to enable you to return the goods due to change of mind, Customer Service will issue you with an RA. Products cannot be returned without an RA. The Product should be returned to us within 30 calendar days of the issuance of the RA to qualify for a replacement or refund where faulty, or within 14 calendar days for change of mind. All change of mind Products must be returned new and unused, with all labels and stickers attached, and all Product returns must include any accessories, manuals, documentation and registration that were shipped with the Product. If the accessories are not included, or the original packaging is damaged or absent, only a partial refund will be applied.
It is your responsibility to ensure that the Products are protected from damage in transit. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused. Unidentified returns may be returned to the sender; therefore please ensure all details are clear and concise.
Click & Collect Orders
When you place a Click & Collect Order through the Site, it does not mean that we will automatically accept your Order or that your Order will automatically be available for collection at your chosen store.
We will only consider an Order accepted once we have sent you an Order confirmation via email. This will normally occur soon after you have placed your Order. Once you have received your Order confirmation you will need to wait until you are contacted directly by a representative from your nominated store to confirm that your Order is ready for collection.
You will have up to seven (7) days from the time you are contacted by the store to collect your Order. After this time, although your nominated store will make every effort to contact you, if you have not arranged an extension of time by contacting the store, then your Order may be cancelled. If we have to cancel your Order then we will refund the amount you paid back to you using the same payment method.
Although we will avoid doing so without good reason, we reserve the right in our absolute discretion to cancel or reject any Click & Collect Order. If we do need to cancel all or part of an Order, then we will try to provide you with reasonable notice of that cancellation. This will include either our Customer Service team or your nominated store contacting you directly to explain why we have had to cancel your Order.
Once you have received your Order confirmation by email, if you wish to cancel or amend your Order or part of your Order then you will need to make contact with your chosen store using the information found on the Order confirmation email. If you wish to cancel or amend your Order and you have not yet received your Order confirmation email then you can contact our Customer Service team directly.
The person named on the Order confirmation email should collect the Order. When you arrive at the store to collect your Products you will need to provide a printed or digital copy of the Order confirmation email. You will also be required to show a form of photo identification (such as a current driver’s license, passport or proof of age card) that has the same name and address that is printed on the Order confirmation email. If for any reason, the person named on the Order confirmation email cannot collect the Order in person then the person collecting the Order on their behalf must still present a copy of the Order confirmation email and their own photo identification. The store will then need to contact the person named on the Order confirmation email to confirm the person attending the store is authorised to collect the Order on their behalf. The person collecting the Order will be required to produce their signature as evidence that they have collected the Order. We reserve the right in our absolute discretion to refuse collection of your Order where we cannot verify your identity or where the requirements set out above are not satisfied.
Once we have dispatched your Order for delivery, in other words, once you have received the Order confirmation email the return of any Products will be in accordance with our Online Returns Policy.
Click & Collect Orders are not available for the purchase of online exclusive Products, or for certain promotional offers from time to time at our sole discretion.
Fraud Protection or Prevention Procedures
To help ensure we remain a safe and secure place for customers to transact we may ask you to confirm your identity by confirming information that you’ve provided to us is correct.
Our process is to contact you either by phone or email with a request to confirm certain information. This may occur when you open your House account or when you make an online purchase. In addition, from time to time we may need to ask you for some extra information so that we can adequately identify who you are. This information will only ever be collected for the purposes of confirming your identity. Our process is entirely voluntary, however if you do choose not to confirm or provide the information we ask for then we may unfortunately not be able to continue to process your Order.
If we need to confirm your identity, we’ll attempt to contact you soon after you have placed your Order. If we can’t confirm your identity within 7 days we will cancel your Order and process a refund within 24 hours of our last attempt to contact you.
Assignment. You may not assign any rights and obligations under these T&C’s whether in whole or in part without the prior written consent of us. Any unauthorised assignment shall be deemed null and void.
Variation. We reserve the right to change the T&C’s at any time. The T&C’s applicable to you are those on our Site at the time you Order a Product. No House employee or agent has the authority to vary any of the T&C’s governing any sale.
Intellectual Property Rights
Your use of the Site and its contents including any graphics, photographs, music, video, or text on this Site, grants no rights to you in relation to any copyright, designs, trademarks, and any other intellectual property and material rights relating to it including our software and all HTML and other code contained in this Site. All such IP, including third party trademarks, designs and related intellectual property rights mentioned or displayed on this Site remains vested in us. You are permitted to use the IP only as expressly authorised by us and/or our third party licensors. Any reproduction or redistribution of the IP is prohibited. Without limiting the foregoing, copying and use of the above listed materials to any other server, location or support for publication, reproduction or distribution is expressly prohibited. However, you are permitted to make one copy for the purposes of viewing the IP for your own personal use. This Site is for your personal, non-commercial use only. You may not use this Site for any commercial purpose, including any advertising or advertising revenue generation activity on your own Site.
You acknowledge that if you breach the T&C's and we take no action against you, we do not waive our right to take action should you commit the same breach again or any other breach of the T&C's. Our actions in not pursuing our rights in respect of any breach will not be construed as varying the T&C's in any way.
You acknowledge and agree that the T&C's together with all our policies and procedures will be governed by and construed in accordance with the law of England and Wales, and the relevant courts of England and Wales will have exclusive jurisdiction.
Reading down & severability, inconsistency
If any portion of these T&C's is or becomes contrary to any English law, that portion will be read down to the extent necessary for the portion to retain valid operation or if it cannot be read down, will be severed from the T&C's and the rest of the T&C's will not be affected by the severance. If any portion of these T&C's is inconsistent with any other policies or terms constituting these T&C's, then these T&C's will prevail to the extent of the inconsistency.