GROHE Limited's Webshop Terms and Conditions

Section 1 These terms

1.1 What these terms cover. These are the terms and conditions on which we supply products to you.

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.

Section 2 Information about us and how to contact us

2.1 Who we are. We are Grohe Limited, a company registered in England and Wales. Our company registration number is 00770795 and our registered office is at World Business Centre 2, Newall Road, London Heathrow Airport, Hounslow, Middlesex, TW6 2SF. Our registered VAT number is GB707674712

2.2 How to contact us. You can contact us Monday – Wednesday between 8.30am – 5pm and Thursday – Friday 8.30am – 4pm by telephoning our customer service team at 0208 283 2840 or you can email us at info-uk@grohe.com or write to us at our registered office at the address given in paragraph 2.1.

2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

Section 3 Our contract with you

3.1 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us. Generally, we will do this within 24 hours of us receiving your order.

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 mainland. Our website is solely for the promotion of our products in the UK mainland. Unfortunately, we do not deliver to addresses outside the UK mainland, including the Channel Islands, Isle of Man, Scilly Isles and Isle of Wight. If you live, or wish to have products delivered, outside the UK mainland, please refer to our global website which provides details as to who is responsible for sales/delivery of our products in your country.

Section 4 425g CO2 bottles - starter kit and refill

4.1 GROHE Blue Starter kit 425 g CO2 bottles (4 pieces) – 40422000. With the purchase of a Grohe Blue starter set you will receive four 425g CO2 bottles.

4.2 GROHE Blue Refill 425 g CO2 bottles (4 pieces) – 40687000. Once you have emptied four 425g CO2 bottles, you have the option to order the same amount of refills (4 bottles). This refill set includes the refilling of the empty bottles you have sent in. The return of a complete set of empty CO2 bottles (4 pieces) is required for refilling.

4.3 Returning empty bottles. The seller's instructions serve to ensure that the shipment is handled smoothly and that the bottles are labelled as dangerous goods. If the seller's instructions are not observed, this could result in the return shipment not being allocated correctly and booked in your favour.
The return label and a sticker (to cover the dangerous goods diamond symbol) will be sent to you when you order the CO2 refill. The return can only be handled by the shipping service provider if the dangerous goods diamond symbol is completely covered. All correct returns of empty bottles are recorded by us and assigned on the basis of the return labels. An ordered refill is only triggered if a corresponding return has been booked.
The empty CO2 bottles must be returned within 90 days after the order confirmation of a refill is received. If this deadline is not met, the amount paid will automatically be refunded. The seller reserves the right to charge the administrative expenses incurred against the refund amount.

4.4 Return of full CO2 bottles. When returning full CO2 bottles to the seller (e.g. within the scope of exercising the right of withdrawal), it is pointed out that this is a shipment of dangerous goods. Such products are only permitted for transport under certain conditions and are subject to precise labelling obligations due to higher risk during transport (please read our information on the shipment of dangerous goods).

4.5 Return costs. The seller shall bear the cost of returning empty bottles if the return is made in accordance with the seller's instructions and if the return label provided by the seller is used. In the event of incomplete returns and/or damaged empty bottles, the costs of the return and the damaged bottles will be charged to the buyer. Damaged dangerous goods must not be returned under any circumstances. In addition, the seller reserves the right to block the buyer from further refill orders in the event of repeated violations of the requirements for returning CO2 bottles. If you wish to return CO2 bottles independently of ordering a refill kit, please contact the Webshop Customer Service. We cannot accept non-return shipments and cannot reimburse any shipping costs incurred.

Section 5 Our products

5.1 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.

5.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.

Section 6 Your rights to make changes

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, you may want to end the contract (see paragraph 8 - Your rights to end the contract).

Section 7 Our rights to make changes

7.1 Minor changes to the products. We may change the product:
7.1.1 to reflect changes in relevant laws and regulatory requirements; and
7.1.2 to implement minor technical adjustments and improvements, for example to address a functionality issue. These changes will not affect your use of the product.

7.2 More significant changes to the products and these terms. In addition, we may make more significant 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.

Section 8 Providing the products

8.1 Delivery costs. The costs of delivery will be itemised on your invoice separately. We will deliver the product(s) via UPS or another provider of our choice.

8.2 When we will provide the products. During the order process we will let you know when we will provide the products to you. We will deliver the products to you as soon as reasonably possible and in any event usually within 7 days after the day on which we accept your order.

8.3 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.

8.4 If you are not at home 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. If you are repeatedly not to be found at the time of delivery or refuse the acceptance, the shipping costs will be charged to you.

8.5 If you do not re-arrange delivery. 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 paragraph 10.2 will apply.

8.6 Your legal rights if we deliver goods late. Under English law you have legal rights if we deliver any goods late (being later than 30 days or such other time period agreed between you and us). If we miss the delivery deadline for any goods then you may treat the contract as at an end straight away if any of the following apply:
8.6.1 we have refused to deliver the goods;
8.6.2 delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
8.6.3 you told us before we accepted your order that delivery within the delivery deadline was essential.

8.7 Setting a new deadline for delivery. If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under paragraph 7.6, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.

8.8 Ending the contract for late delivery. If you do choose to treat the contract as at an end for late delivery under paragraph 7.6 or 7.7, you can cancel your order for any of the goods or reject goods that have been delivered. If you wish, you can reject or cancel the order for some of those goods (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any sums you have paid to us for the cancelled goods and their delivery. If the goods have been delivered to you, 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 complete the return label included in your order confirmation email, or for further assistance please call or email our customer services on the details listed at paragraph 2.

8.9 When you become responsible for the goods. A product will be your responsibility from the time we deliver the product to the address you gave us.

8.10 When you own goods. You own a product once we have received payment in full for it.

8.11 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, the particular colour of the product you require. If so, this will have been stated in the description of the products on our website. If you have not provided this information, we will contact you in writing to ask for it. 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 paragraph 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.

8.12 Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:
8.12.1 deal with technical problems or make minor technical changes;
8.12.2 update the product to reflect changes in relevant laws and regulatory requirements; or
8.12.3 make changes to the product as requested by you or notified by us to you (see paragraph 6).

8.13 Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 4 weeks and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

Section 9 Your rights to end the contract

9.1 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 and when you decide to end the contract:
9.1.1 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 to get some or all of your money back), see paragraph 11;
9.1.2 If you want to end the contract because of something we have done or have told you we are going to do, see paragraph 8.2;
9.1.3 If you have just changed your mind about the product, see paragraph 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;
9.1.4 In all other cases (if we are not at fault and there is no right to change your mind), see paragraph 9.7.

9.2 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 and you may also be entitled to compensation. The reasons are:
9.2.1 we have told you about an upcoming change to the product or these terms which you do not agree to (see paragraph 6.2);
9.2.2 we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
9.2.3 there is a risk that supply of the products may be significantly delayed because of events outside our control;
9.2.4 we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 4 weeks or
9.2.5 you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see paragraph 7.6).
9.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). 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.
9.4 When you don't have the right to change your mind. You do not have a right to change your mind in respect of:
9.4.1 products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; and
9.4.2 any products which become mixed inseparably with other items after their delivery.
9.5 How long do I have to change my mind? You will 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.
9.6 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 do not have a right to change your mind (see paragraph 9.1), 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 have not changed your 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) reasonable compensation for the net costs we will incur as a result of your ending the contract.

Section 10: How to end the contract (including if you have changed your mind) and return products to us

10.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
10.1.1 Phone or email. Call our customer services using the details set out in paragraph 2. Please provide your name, home address, details of the order and, where available, your phone number and email address.
10.1.2 By post. Print off the online form and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.
10.2 Returning products (other than GROHE Blue CO2 bottles) 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 post them back to us FAO Frank Knoll at Grohe AG, Industriepark Edelburg, 58675, Hemer, Germany. If you are 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.
10.3 Returning GROHE Blue CO2 bottles after ending the contract. If you have purchased and wish to return GROHE Blue CO2 bottles, please call our customer service team on 0871 200 3414, between 8.30 am to 5 pm Monday – Wednesday or between 8.30 am to 4 pm on Thursday and Friday, and they will assist with the return.
10.4 When we will pay the costs of return. We will pay the costs of return:
10.4.1 if the products are faulty upon receipt or misdescribed;
10.4.2 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 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 (including where you are exercising your right to change your mind) you must pay the costs of return.
10.5 How we will refund you. We will refund you the price you paid for the products, by the method you used for payment. However, we may make deductions from the price, as described below.
10.6 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
10.6.1 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.
10.6.2 The maximum refund for delivery costs (if applicable) 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.
10.7 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days from: (a) the day on which we receive the product back from you; or, if earlier, (b) the day on which we receive evidence you have sent the product back to us. For information about how to return a product to us, see paragraph 9.2.

Section 11: Our rights to end the contract

11.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
11.1.1 you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, delivery address or other required information to enable delivery of your product; or
11.1.2 you do not, within a reasonable time, allow us to deliver the products to you or collect them from us..
11.2 You must compensate us if you break the contract. If we end the contract in the situations set out in paragraph 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

Section 12: If there is a problem with the product

12.1 How to tell us about problems. If you have any questions or complaints about the product, please contact our customer service team on the details listed above under paragraph 2.
12.2 Summary of your legal rights. 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.

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Summary of your key legal rights
This is a summary of your key legal rights - see also paragraph 8.4.
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.
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 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.

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12.3 Our manufacturer’s warranty. Our products come with a manufacturer's guarantee, the type of which will be dependent on the product you have bought. For details, please refer to the guarantee page on our website. Please note, our guarantee is subject to certain limitations and exclusions, details of which can be found within the relevant guarantee’s terms and conditions. Our guarantee is in addition to, and does not affect, your legal rights in relation to any products that are faulty or not as describe.
12.4 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must post them back to us in accordance with paragraph 9.

Section 13: Price and payment

13.1 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 take all reasonable care to ensure that the price of the product advised to you is correct. However please see paragraph 13.3 for what happens if we discover an error in the price of the product you order.
13.2 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.
13.3 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.
13.4 When you must pay and how you must pay. We accept payment via Paypal and credit card (Visa and Master Card). You must pay for the products before we dispatch them. We will not charge your Paypal account, credit or debit card until we dispatch the products to you.
13.5 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.

Section 14: Our responsibility for loss or damage suffered by you

14.1 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.
14.2 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 paragraph 11.2; and for defective products under the Consumer Protection Act 1987.
14.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

Section 15: How we may use you personal information

We will only use your personal information as set out in our Data Privacy Disclaimer.

Section 16: Conditions for redeeming voucher codes

GROHE offers voucher codes with a certain period of validity as part of advertising and special promotions. Individual products may be excluded from the discount campaign.

16.1 Validity and usability. Discount codes are only valid during the specified period and can only be used and redeemed once during an order process on shop.grohe.co.uk for the articles offered there. After that the voucher codes lose their validity. An extension is excluded. Per order and customer only one voucher code can be used. A combination of different voucher codes is not possible.
By entering the voucher code in the designated field in the shopping cart, you can redeem the discount before the order process is completed. A payment in cash, an interest calculation or a retroactive crediting on already placed orders is not possible. Voucher codes cannot be transferred to another customer account. For administrative reasons it is not possible to refund any remaining credit. Voucher codes are not creditable against shipping costs.
The resale of voucher codes or their transfer to third parties is not permitted. If we believe that a voucher code is being misused in any way (e.g. resold or shared with others), we may cancel your voucher code and/or suspend or even close your customer account without informing you.
We reserve the right to withdraw promotions and discounts at any time and without notice.

16.2 Minimum order value. Whether and to what extent a minimum order value is required to redeem the voucher code is always specified in the specific terms of use of the respective voucher code. If the minimum order value is subsequently undercut by returning the relevant item, GROHE reserves the right to invoice the difference between the order with voucher code and the order without discount code.

16.3 Return of articles. If you make use of your right of return, the reduced purchase price will be refunded. There is no right to a refund or replacement of the discount.

Section 17: Other important terms

17.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. If you are unhappy with the transfer you may contact us to end the contract within seven days of us telling you about it and we will refund you any payments you have made in advance for products not provided.
17.2 You need our consent to transfer your rights to someone else (except that you can always transfer our manufacturer’s guarantee). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. However, you may transfer our guarantee at paragraph 11.3 to a person who has acquired the product, though we may require the person to whom the guarantee is transferred to provide reasonable evidence that they are now the owner of the relevant product - for example, by providing proof of purchase.
17.3 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 paragraph 15.2 in respect of our guarantee. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
17.4 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.
17.5 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.
17.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
17.7 Online Dispute Resolution. The European Commission provides a platform for online dispute resolution, which is accessible at http://ec.europa.eu/consumers/odr/. You can use this platform to make a complaint against us where you have bought products from us online. Please note that we will not participate in a dispute settlement procedure before a consumer conciliation body.

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Cancellation Form

(Complete and return this form only if you wish to withdraw from the contract)
To Grohe Limited of World Business Centre 2, Newall Road, London Heathrow Airport,
Hounslow, Middlesex, TW6 2SF, tel: 0871 200 3414, info-uk@grohe.com
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods :
________________________________________________________________________________
Ordered on [*]/received on [*]: _______________________________________________________
Name of consumer(s): _____________________________________________________________
Address of consumer(s):___________________________________________________________
Signature of consumer(s) (only if this form is notified on paper): ___________________________
Date: _______________________________________________________________________________
[*] Delete as appropriate

© Crown copyright 2013.

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Last updated: November, 3rd 2020