WE'RE OPEN. We're taking orders and doing all we can to protect our customers and staff.
1.2 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. If you think that there is a mistake in these terms, please contact us to discuss.
1.3 Are you a business customer or a consumer? In some areas you will have different rights under these terms depending on whether you are a business or consumer. You are a consumer if:
Provisions specific to consumers only are in RED and those specific to businesses only are in BLUE.
1.4 If you are a business customer this is our entire agreement with you . If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.
2.1 Who we are : We are eCatering a company registered in England and Wales. Our company name is RG Distributors Limited, and our company registration number is 07575324 and our registered office is at Queensway House, East Middlesbrough Industrial Estate, Middlesbrough, United Kingdom, TS3 8TF. Our registered VAT number is 110 186 657.
2.2 How to contact us : You can contact us by telephoning our customer service team at 0333 358 3678 or by writing to us at firstname.lastname@example.org or Queensway House, East Middlesbrough Industrial Estate, Middlesbrough, United Kingdom, TS3 8TF (please note that this address is not a returns address).
3.2 If we cannot accept your order . If we are unable to accept your order, we will inform you of this in writing 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 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.
3.3 Your order number : We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.4 We only sell to the UK and Ireland . Our website is solely for the promotion of our products in the UK and Ireland. Unfortunately, we do not accept orders from or deliver to addresses outside the UK and Ireland.
4.1 Products may vary slightly from their pictures . The images of the products on our website 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.
If you wish to make a change to the product you have ordered, please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
If we cannot make the change or the consequences of making the change are unacceptable to you, and you are a consumer you may want to end the contract (see clause 8 - Your rights to end the contract).
6.2 More significant changes to the products and these terms . In addition, as we informed you in the description of the product on our website, we may make changes to these terms or the product, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.
7.1 Delivery. The delivery of goods is to your “kerbside” or “doorstep” only unless previously confirmed in writing by us. Please ensure that you have the relevant resources to take the goods into your premises. It is your responsibility to ensure there is adequate access for us to deliver the goods.
7.2 Refused delivery if you are a business customer. If you are a business customer and delivery is refused because:
(a) we do not have adequate access for delivery; or
(b) you postpone or delay delivery,
you will be charged a 25% restocking charge against the full order value.
7.3 Delivery costs. The costs of delivery will be as displayed to you on our website. However, should there be a discrepancy we will contact you prior to processing your order.
7.4 When we will provide the products. . During the order process we will let you know when we will provide the products to you. Please contact us directly before placing an order if you wish to clarify anything points regarding our delivery service. Our standard delivery will be made anytime between 8am and 6pm Monday – Friday, please ensure you are at the delivery address to accept delivery between these hours.
7.5 Inspection of products. Please inspect any packages before signing the courier’s delivery note. If there is any damage, please contact us immediately before accepting the delivery or ask the courier to contact us so that we can decide what course of action to take. If you are unable to contact us, the delivery note should be signed as ‘goods unchecked’, the purchaser should report any damage to us complete with photos of the product and packaging damage within 24 hours of receipt. If the delivery note is signed as accepting the products in good condition, or anything other than as unchecked we will not be able to consider a damaged in transit claim or accept the item back due to poor condition.
7.6 We are not responsible for delays outside our control . If our supply of the products is delayed by an event outside our control, we will contact you as soon as we have been informed by our courier possible to let you know of the delay and to keep you informed of the event.
7.7 If you are not available when the product is delivered . If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot. There may be a charge for redelivery, you will be advised of this when rearranging your delivery.
7.8 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 or collect them from a delivery depot 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 and clause 10.2 will apply.
7.11 Installation of goods. All items must be installed (where relevant) by a professional tradesman or engineer with the appropriate qualifications and/or certificates applicable under law at the time of installation. We reserve the right to ask for proof of a tradesman’s registration number and proof of installation of any products that are claimed to be faulty by you.
7.12 What will happen if you do not give required information to us . We may need certain information from you so that we can supply the products to you, for example delivery instructions. If so, this will have been stated in the description of the products on our website. We will contact you in writing to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information, we need within a reasonable time of us asking for it.
(b) deal with technical problems or make minor technical changes.
7.14 We may also suspend supply of the products if you do not pay . If you do not pay us for the products when you are supposed to (see clause 14.4) and you still do not make payment within 14 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not suspend the products where you dispute the unpaid invoice (see clause 14.8). We will not charge you for the products during the period for which they are suspended. As well as suspending the products we can also charge you interest on your overdue payments (see clause 14.6).
8.1 You can always end your contract with us . Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract and whether you are a consumer or a business customer:
(a) If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back)
(i) see clause 11 if you are a consumer; and
(ii) see clause 12 if you are a business.
(c) If you are a consumer and have just changed your mind about the product, see clause 8.3 . You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods. You will only be entitled to a full refund if the product is unused undamaged and in its original packaging.
8.2 Ending the contract because of something we have done or are going to do . If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
8.3 Exercising your right to change your mind if you are a consumer (Consumer Contracts Regulations 2013) . If you are a consumer then for most products bought online, you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
(b) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; and
(a) Have you bought goods (for example, a freezer)? , if so you have 14 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days . In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.
8.6 Ending the contract where we are not at fault and there is no right to change your mind . Even if we are not at fault and you are not a consumer who has a right to change their mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered and paid for. If you want to end a contract before it is completed where we are not at fault and you are not a consumer who has changed their mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) 15% of the price of the product, as compensation for the net costs we will incur as a result of your doing so.
(a) Phone or email . Call customer services on 0333 358 3678 or email us at email@example.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.
9.2 Returning products after ending the contract . If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the goods in person to where you bought them, send them back to us via suitable transport to WT Distribution, Mintsfeet Road South, Kendal, Cumbria, LA9 6ND or if the product is a large palletised item, you may wish us to collect them from you. Please call customer services on 0333 358 3678 or email us at firstname.lastname@example.org for a return label or to arrange collection. If you are:
(a) a consumer exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract: and
(b) a business customer you must send off the goods within 10 days of telling us you wish to end the contact.
(b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery prior to dispatch from our warehouse due to events outside our control or because you have a legal right to do so as a result of something we have done wrong,
In all other circumstances:
(a) if you are a consumer (including where you are exercising your right to change your mind) you must pay the costs of return (as detailed at clause 9.4); or
(b) if you are a business customer you are responsible for the costs of return (as detailed at clause 9.4) and we may make an additional re-stocking charge of 25% against the full order value which is payable by you.
9.4 What we charge for collection . If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. We charge £11 for non-pallet collections or £45 for pallet collections. If you choose not to use us to collect any products from you, we recommend that you use a reputable courier as we will not be responsible if the returned product is damaged on the return to us.
9.5 How we will refund you . If you are entitled to a refund under these terms, we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
(a) we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
(b) the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
If you are a consumer exercising your right to change your mind, then:
(a) (a) If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you. For information about how to return a product to us, see clause 9.2.
10.2 You must compensate us if you break the contract . If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided. However, if you break the contract we may deduct or charge you 15% of the price of the product, as compensation for the net costs we will incur because of your breaking the contract.
11.1 How to tell us about problems . If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 0333 358 3678 or write to us at email@example.com
11.2 Your rights in respect of defective products if you are a consumer. If you are a consumer, we are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
If your product is goods, for example a freezer, the Consumer Rights Act 2015 says goods 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 cannot 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.
See also clause 8.3.
See also Exercising your right to change your mind (Consumer Contracts Regulations 2013).
11.3 Additional warranties. We do sometimes offer additional warranty coverage (please see clause 13). However, your legal rights as summarised at clause 11.2 will still apply.
11.4 What we are not responsible for. Only use the products for its intended domestic use, we will not accept any liability if the products are subject to improper use or failure to comply with the manufacturer’s instructions. We are not responsible, and we do not cover faults caused by:
(a) fair wear and tear.
(b) misuse or accidental damage by you;
(c) you or someone else who has tried to or attempted to repair the products yourself.
11.5 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on 0333 358 3678 or by writing to us at firstname.lastname@example.org or RG Distributors Limited, Queensway House, East Middlesbrough Industrial Estate, Middlesbrough, United Kingdom, TS3 8TF or for a return label or to arrange collection.
(a) conform in all material respects with their description and any relevant specification.
(b) be free from material defects in design, material, and workmanship.
(c) be of satisfactory quality (within the meaning of the Sale of Goods Act 1979); and
(d) be fit for any purpose held out by us.
(b) we are given a reasonable opportunity of examining such product by means of pictures, reports and video which depending on the warranty term/type should be provided by the customer; and
(c) you return such product to us at the customers cost unless a Parts and Labour warranty has been provided where it will be at our cost,
we shall, at our option, repair or replace the defective product, or refund the price of the defective product in full.
(a) you make any further use of such product after giving a notice in accordance with clause 12.2(a);
(b) the defect arises because you failed to follow our or the manufacturer’s oral or written instructions as to the storage, installation, commissioning, use or maintenance of the product or (if there are none) good trade practice.
(c) the defect arises because of us following any drawing, design or specification supplied by the Customer.
(d) you alter or repair the product without our written consent; or
(e) the defect arises because of fair wear and tear, improper use, wilful damage, negligence, or abnormal working conditions.
12.4 Items specifically excluded from the warranty provided in clause 12.1 are:
(c) pizza oven decks.
(d) components such as (but not limited to) switches, buttons, rubber seals, rubber strips, blades, gaskets, filters, and toaster elements; and
(e) any products that are supplied “Free of Charge” with any goods are excluded from any warranty.
12.5 Except as provided in this clause 12, we shall have no liability to you in respect of a product's failure to comply with the warranty set out in clause 12.
12.6 These terms shall apply to any repaired or replacement products supplied by us under clause 12.2.
13. Additional warranties if you are a consumer or business customer.
(a) expressly stated on the relevant product information page; or
(b) you purchase additional warranty coverage at the time of ordering,
for the avoidance of doubt, if the product information page does not expressly state that the product comes with a warranty, additional warranty coverage is not included.
(a) our website states that the “parts only” or “parts and labour” warranty coverage is included; or
(b) you purchase additional “parts only” or “parts and labour” warranty coverage at the time of ordering. For the avoidance of doubt, if the product information page does not expressly state that the product comes with “parts only” or “parts and labour” warranty coverage, the product is then supplied with a “parts only” warranty coverage for a period of 12 months (1 year).
(a) if you are a consumer the exclusions in clause 11.4; and
(b) if you are a business customer reasonable notice at clause 12.2 and the exclusions in clause 12.3 – 12.4,
still apply to the additional warranties provided by us or purchased by you in clause 13.1 and 13.2.
13.4 Where warranty coverage is stated to be provided on a "parts only”, unless stated otherwise: we reserve the right to:
(a) either send a replacement part.
(b) have the item returned to our workshop for inspection at our discretion.
(c) ask for a copy of any subsequent engineer’s report to substantiate any part requested under warranty.
13.5 Where warranty is provided on a “parts only” and we supply replacement parts only it is at your cost and responsibility to ensure that you engage the services of a competent and qualified engineer to diagnose the problem and to fit any replacement parts. We do not:
(i) provide for any labour or engineer services.
(ii) cover any labour or engineer charges (including call out charges).
13.6 Faulty parts must either be returned in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection of faulty parts and for the postage and packaging of any replacement parts to you. We may require you to return any faulty parts before a replacement can be sent to you. Alternatively, you can pay for a replacement part in advance and we will reimburse you for the cost of returning the faulty parts. Please call customer services on 0333 358 3678 or by writing to us at email@example.com or RG Distributors Limited, Queensway House, East Middlesbrough Industrial Estate, Middlesbrough, United Kingdom, TS3 8TF or for a return label or to arrange collection.
13.7 If we supply replacement parts only, it is at your cost and responsibility to ensure that you engage the services of a competent and qualified engineer to diagnose the problem and to fit any replacement parts.
13.8 These terms shall apply to any repaired or replacement products supplied by us under clause 13.
13.9 If you are a business customer items specifically excluded from any warranties referred to in clauses 13.1 and 13.2 are:
(c) pizza oven decks.
(d) components such as (but not limited to) switches, buttons, rubber seals, rubber strips, blades, gaskets, filters, and toaster elements; and
(e) any products that are supplied “Free of Charge” with any goods are excluded from any warranty.
14.1 Where to find the price for the product . The price of the product (which excludes VAT) will be the price indicated on the order pages when you placed your order. Before purchasing your shopping, basket will break down the product total, the VAT total and order total. We take reasonable care to ensure that the price of the product advised to you is correct. However please see clause 14.3 for what happens if we discover an error in the price of the product you order.
14.2 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.
14.3 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. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
14.4 When you must pay and how you must pay . We accept payment by cash, bank transfer, cheque, PayPal or with American Express, MasterCard, Maestro, Visa and PayPal. When you purchase goods, you must pay for the products before we dispatch them. We will not charge your credit or debit card until we dispatch the products to you.
14.5 Ecatering are registered with the FCA (Finance Conduct Authority) our registration No: 837158. If you are a business customer, we are therefore able to offer a finance facility (subject to credit approval). We can offer a finance facility for purchasing products providing you are a business customer and the goods you wish to purchase are £1,000.00 or over. If you wish to pay for your goods using our finance facility you should select “apply for credit” from the payment options listed when you proceed to check out. If you wish to proceed you will be directed to complete a third-party credit application. When your credit application is approved the third party will notify us and you will be able to proceed with your order (please note that this can take up to 5 business days to be accepted). Please note that we do not allocate products to your order until the third party has confirmed to us that you finance facility has been finalised. If:
(a) the products are no longer available at that time your credit application is approved; or
(b) your credit application is unsuccessful with the third party,
we will contact you to let you know we are unable to accept your order.
14.6 Our rights to set-off if you are a business customer. If you are a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
14.7 We can charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of HSBC Bank plc from time to time. This interest shall accrue daily from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
14.8 What to do if you think an invoice is wrong . If you think an invoice is wrong, please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.
15.1 We are responsible to you for foreseeable loss and damage caused by us . If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
15.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so . This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 11.2 and for defective products under the Consumer Protection Act 1987.
15.3 We are not liable for business losses. If you are a consumer, we only supply the products for to you for domestic and private use. If you use the products for any commercial, business or re-sale purpose our liability to you will be limited as set out in clause 16 .
(a) death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);
(b) fraud or fraudulent misrepresentation.
(c) breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982.
(d) defective products under the Consumer Protection Act 1987; or
(e) any matter in respect of which it would be unlawful for us to exclude or restrict liability.
16.2 Except to the extent expressly stated in 12.1 all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982 are excluded.
16.3 Subject to clause 16.1:
(a) we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of earnings, loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and
(b) our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the total sums paid by you for products under such contract.
18.2 You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee) . You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. We may require the person to whom the guarantee is transferred to provide reasonable evidence that they are now the owner of the relevant item or property, for example by providing proof of the original purchase of the good and their purchase of the goods. We may not agree to the transfer of our guarantee if we are not provided with reasonable evidence.
18.3 Nobody else has any rights under this contract (except someone you pass your guarantee on to ). This contract is between you and us. No other person shall have any rights to enforce any of its terms, except as explained in clause 18.2 in respect of our guarantee. Neither of us will need to get the agreement of any other person to end the contract or make any changes to these terms.
18.4 If a court finds part of this contract illegal, the rest will continue in force . Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
18.5 Even if we delay in enforcing this contract, we can still enforce it later . If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, but we continue to provide the products, we can still require you to make the payment at a later date.
18.6 Which laws apply to this contract and where you may bring legal proceedings if you are a consumer? These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.
18.7 Which laws apply to this contract and where you may bring legal proceedings if you are a business customer? If you are a business customer, any dispute or claim arising out of or in connection with a contract between us or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales and the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.
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