1. About these terms

These terms apply to all orders for products supplied by Shoplines Supplies Limited through shoplinessupplies.com, over the phone, by email or from our showroom, unless we agree different written terms with you.

• “We”, “us” and “our” mean Shoplines Supplies Limited.
• “You” and “your” mean the customer placing the order.
• “Consumer” means an individual buying wholly or mainly for personal use and not for their trade, business, craft or profession.
• “Business customer” means a customer buying for a business, trade, profession, organisation, public body or resale purpose.
• “Products” means goods we supply, including shop fittings, shelving, display equipment, fixtures, fittings, POS supplies and related accessories.

If any part of these terms conflicts with your statutory rights as a consumer, your statutory rights will apply instead.

2. Who we are and how to contact us

Shoplines Supplies Limited supplies retail display equipment, shelving, storage and shop fitting products to customers across the UK.

When we need to contact you about an order, we will use the email address, telephone number or postal address you provided when placing the order. “Writing” includes email.

3. Orders and acceptance

Our website and staff will guide you through the order process. Please check product details, quantities, prices, delivery address and contact information before submitting your order.

1. Your order is an offer to buy the products in your basket or order request.
2. We accept your order when we send an order acceptance, dispatch confirmation, invoice or receipt, or when we otherwise confirm acceptance in writing.
3. An automated order acknowledgement confirms we have received your order request. It does not always mean the order has been accepted.
4. We may refuse or cancel an order before acceptance if a product is unavailable, the price or description is wrong, payment cannot be authorised, delivery is not possible, fraud checks are not passed, or the order appears to be for resale in a way we have not approved.
5. If we cannot accept an order you have already paid for, we will refund the unavailable item or the full order, as appropriate.

If you order on behalf of a business, you confirm that you have authority to bind that business to these terms.

4. Products, descriptions and suitability

We work to keep product information accurate and useful. Images are for guidance and products may vary slightly in colour, finish, packaging or minor specification because of screen settings, manufacturing changes or supplier updates.

• Measurements, weights, capacities and load ratings are approximate unless expressly stated otherwise.
• Load ratings usually assume correct assembly, suitable installation and evenly distributed weight.
• You are responsible for checking dimensions, compatibility, access restrictions and intended use before ordering.
• Where products require wall, ceiling, floor, electrical, gas, water or other service connections, you must use competent and qualified installers where required.
• We are happy to offer practical product guidance, but the final decision on suitability remains your responsibility unless we have agreed a written specification with you.

Business customers acknowledge that products are not supplied on a trial basis unless we agree this in writing before the order is placed.

5. Prices, VAT, promotions and payment

Prices are shown in pounds sterling. Prices may be shown excluding VAT, including VAT or both, depending on the page or account settings. The final order summary at checkout or on your invoice will show the price payable for the order.

• Delivery charges, VAT and any surcharges will be shown at checkout where possible or confirmed before dispatch.
• Promotions, discount codes and free delivery offers may have conditions, exclusions, expiry dates, minimum order values and product restrictions.
• Free standard delivery currently applies to qualifying Mainland UK orders over £95 + VAT. Heavy, bulky, remote-area and special delivery items may be excluded.
• We may correct obvious pricing, stock or description errors before accepting an order. If an error affects an order already placed, we will contact you to agree whether to continue at the correct price or cancel for a refund.
• Payment must clear before dispatch unless we have agreed approved credit terms in writing.
• We may carry out reasonable fraud prevention and payment security checks before accepting or dispatching an order.

If approved credit terms are agreed, invoices must be paid by the due date without set-off or deduction unless required by law. We may charge interest, recovery costs and suspend further supply where business invoices are overdue.

6. Delivery, collection and risk

Our delivery policy forms part of these terms. Delivery options, prices and estimates depend on product size, order value, postcode, courier availability and stock status.

• Orders are normally dispatched Monday to Friday once payment has cleared and stock has been confirmed.
• Same-day dispatch may be available for eligible orders placed before the stated cut-off time, subject to checks and courier availability.
• Delivery estimates are not guaranteed unless we expressly agree a guaranteed delivery service in writing.
• Large, fragile, palletised or heavy goods may be delivered to kerbside or to the nearest safe accessible point.
• You are responsible for making sure the delivery address is accurate and that access is suitable for the delivery vehicle and goods ordered.
• Extra charges may apply for failed delivery, refused delivery, redelivery, waiting time, wrong addresses, remote areas or special access requirements.
• Some orders may arrive in more than one parcel or delivery.

Risk in the products passes to you when the products are delivered to your address, collected by you, or collected by a carrier arranged by you. For consumers, risk does not pass until the products come into your physical possession or the possession of someone you nominate to receive them.

7. Checking goods on delivery

Please inspect all deliveries as soon as possible. If packaging is visibly damaged, sign for the delivery as damaged or unchecked where the courier system allows, keep all packaging and contact us quickly with photos.

• Damage, shortages or incorrect items should be reported as soon as possible and ideally within 14 days of delivery.
• Business customers must notify us of visible damage, shortages or incorrect items within 14 days of delivery so we can investigate with the courier or supplier.
• Do not dispose of packaging or assemble, install or use damaged goods before we have had a chance to advise you.
• Failure to report problems promptly may limit what we can recover from carriers or suppliers, but consumer statutory rights are not affected.

8. Cancellations, returns and refunds

Our returns policy forms part of these terms. Eligible items can usually be returned within 28 days, provided they are unused, unassembled, undamaged and in their original packaging. Please contact us before sending anything back so we can provide the correct return instructions.

Consumer cancellation rights

If you buy online, by phone or by mail order as a consumer, you normally have the right to cancel your order within 14 days after the goods are delivered. You then have a further 14 days to send the goods back. You do not need to give a reason.

• Consumer cancellation rights do not normally apply to personalised, bespoke, made-to-measure, made-to-order or sealed hygiene-sensitive items once opened, unless faulty.
• If you cancel within your statutory cancellation period, we will refund the product price and the standard outbound delivery charge if you paid one.
• If you chose a premium delivery service, we only need to refund the cost of standard delivery.
• We may reduce a refund if goods have been handled beyond what is reasonable to inspect them, or if they are returned damaged, incomplete, assembled, installed or used.
• You are normally responsible for return postage unless the item is faulty, damaged in transit or supplied incorrectly.

Business customer and goodwill returns

Business customer returns and returns outside statutory consumer cancellation rights are accepted at our discretion unless the product is faulty or incorrectly supplied. We may refuse a return or apply a reasonable handling, collection or restocking charge where permitted by law.

Refunds are made to the original payment method after returned goods have been received and inspected. Your bank or card provider may take additional working days to show the refund.

9. Faulty goods, repairs, replacements and warranties

If a product is faulty, not as described or not fit for its normal purpose, please contact us with your order number, photos where useful, and a clear description of the issue.

• Consumers have statutory rights for faulty goods, including rights to repair, replacement, price reduction or refund depending on the circumstances and timing.
• Business customers must give us a reasonable opportunity to inspect the product and verify the fault before a repair, replacement, credit or refund is agreed.
• Manufacturer warranties vary by product. A warranty is in addition to, and does not replace, any consumer statutory rights.
• Warranty cover may not apply to fair wear and tear, misuse, incorrect assembly, incorrect installation, accidental damage, unauthorised repair, unsuitable environment or use outside the product specification.
• For some products, the warranty may be back-to-base, parts-only or handled directly by the manufacturer or supplier.

10. Bespoke, special-order and customised products

Some products may be ordered specially, customised, printed, cut, made to measure, built to a specification, sourced from a supplier on request or otherwise produced for your order.

• We may require full payment or a non-refundable deposit before processing a bespoke or special-order item.
• You are responsible for checking artwork, dimensions, spelling, colours, product codes, quantities and specifications before approval.
• Once approved or put into production, bespoke and special-order items cannot usually be cancelled or returned unless faulty or incorrectly supplied.
• Production and delivery times for bespoke or special-order items are estimates and may depend on supplier lead times.

11. Ownership and title

Ownership of products passes to you only when we have received full cleared payment for those products and any related delivery charges.

For business customers, until ownership passes, you must keep the products in good condition, store them separately where practical, and not sell, pledge, alter, install or dispose of them unless we have agreed otherwise in writing. We may recover unpaid goods where lawful to do so.

12. Liability

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of your consumer statutory rights, or any other liability that cannot legally be limited or excluded.

Consumers

If you are a consumer, we are responsible for losses you suffer that are a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for business losses if you use products for commercial, business or resale purposes.

Business customers

If you are a business customer, we are not liable for loss of profit, loss of sales, loss of business, business interruption, loss of goodwill, loss of opportunity, indirect loss or consequential loss. Subject to the first paragraph of this section, our total liability to a business customer for an order is limited to the price paid for the products giving rise to the claim.

13. Website use, accounts and intellectual property

You must use our website lawfully and must not misuse it, interfere with it, attempt unauthorised access, introduce malicious code, scrape content at scale or use it in a way that damages our systems, customers or reputation.

• You are responsible for keeping account log-in details secure and for activity under your account.
• Website content, including text, images, design, product information, logos and layout, belongs to us or our licensors and may not be copied for commercial use without permission.
• Third-party links are provided for convenience only. We are not responsible for third-party websites.
• We may update, suspend or withdraw parts of the website for maintenance, security, stock or business reasons.

14. Privacy and data

We use personal information to process orders, take payment, arrange delivery, provide customer support, prevent fraud, meet legal obligations and improve our services. Please read our Privacy Policy and Cookie Policy for more information about how personal data is collected, used and protected.

Payment card details are handled through secure payment providers. We do not intentionally store full card details on our website systems.

15. General terms

• Changes to terms: The terms in force when your order is accepted apply to that order. We may update these terms for future orders.
• Events outside our control: We are not responsible for delay or failure caused by events beyond our reasonable control, including courier disruption, supplier delay, strikes, extreme weather, fire, flood, public health events, war, terrorism, power failure, internet failure or changes in law.
• Severance: If any part of these terms is found invalid or unenforceable, the rest of the terms continue to apply.
• No waiver: If we do not enforce a right immediately, we may still enforce it later.
• Transfer: We may transfer our rights and obligations to another organisation. You may transfer your rights only with our written agreement or where the law allows.
• Entire agreement for business customers: For business customers, these terms and any written order confirmation form the entire agreement for the order unless separate written terms are signed by us.

16. Governing law and disputes

These terms are governed by the laws of England and Wales. If you are a consumer, you may bring proceedings in the courts of England and Wales, or in the courts of the part of the UK where you live if different. If you are a business customer, the courts of England and Wales have exclusive jurisdiction.

If there is a problem with your order, please contact us first so we can try to resolve it quickly and fairly.