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Terms and Conditions



Welcome to our E-shop.

Please read the Terms and Conditions carefully before ordering any products from the website and contact us or a legal advisor if you have any questions. By placing an order with us, you confirm that you have read, understood, and agree to the Terms and Conditions, and that you agree to be bound by them. 
If you do not agree to be bound by all of the Terms and Conditions, please do not place orders using our website. You should print a copy of the Terms and Conditions or save them to your computer for future reference. We may change these Terms and Conditions from time to time without notice. You should check this page every time you wish to order products from us to take account of any changes as they are legally binding on you. These Terms and Conditions are effective from 1st July 2014. If you are a consumer, you may only purchase products from the website if you are aged18 years or over. If you wish to purchase products acting on behalf of a business, agreeing to the Terms and Conditions confirms that you have authority to legally bind the business and that you are authorised to manage the business’ account with us. 

Registering with us: Before you can place an order, you must register on the website and set up an account with us. We will ask you to provide some personal details and we will only use your personal information in accordance with our Privacy Policy. You warrant that all information that you provide to us is true, accurate and up to date at all times. You can make any changes to your information and manage your account through the website.

Ordering: Please follow the steps on the website to place your order with us. If you have any questions about the products, please check the product details or contact us via the DISCOVER THERMOMIX tab on the website. The website allows you to check your order details at each stage, make any amendments, and correct any errors before placing your order. Please make sure that you check all of the details of your order carefully before submitting it to us. After you submit your order, you will receive an email from us confirming the details of your order. This email, together with the Terms and Conditions, provides a legally binding Contract and purchase of products, and any services ordered from us. We will contact you through email if there is a problem with delivery, or if we are unable to supply a product, for example if it is out of stock or no longer available. Your order will not be processed, nor will your credit or debit card be charged until items are in stock, and your order is dispatched. In the unlikely circumstance that you have already paid for the products, we will refund you the full amount as soon as reasonably possible. Normally, any orders received before 12pm will be dispatched the same day.

Changes to your order: If you wish to change your order, please contact us immediately by calling 0330 660 0834 or by using the CONTACT US tab on the website. We will endeavor to make any changes that you require. However, this may not be possible if we have already started to process your order. You must confirm all changes in writing to us within a reasonable time (within 24hrs of placing your order). Please be aware that any changes to an order may result in changes to the price and to the delivery timescale. We will inform you of these when you have made your changes. 

Cancellation and Returns: Consumers have a legal right, through the Consumer Contract Regulations 2013, to cancel an order upto 14 days after the goods have been received. If the goods were received in installments, this menas 14 days after you receive your final installment. Advice about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office. Your legal rights are not affected by the Terms and Conditions. Contracts may also be cancelled if an event outside of our reasonable control occurs, which affects our ability to supply products for at least 2 weeks, and in turn you decide you no longer want the product. If you wish to cancel a Contract after your order has been dispatched, we will refund the original purchase price and our standard delivery charge. This is provided that you have notified us within 14 days of receiving the products. Additionally, products should be unused, and returned in their original, undamaged packaging. Please note that we are permitted by law to retain sums to reflect any reduction in the value of the products if this has been caused by your handling them in a way which would not be permitted in a shop. Please note that your right to cancel a Contract and return products does not apply in the case of any products which are made to your specification, or are personalised, or products such as newspapers, periodicals or magazines, or perishable goods such as food, drink or fresh flowers. Software, CD's or DVD's which have a security seal must remain sealed and unopened, unless such products are faulty or not as described. If the products which you are cancelling were delivered to you, you must return them to us no longer than 14 days after notifying us of the cancellation. If we agree to collect the goods, we will collect the products from the address to which they were delivered. We will contact you to arrange a suitable date for collection. Unless the products are faulty, incorrectly supplied, or not as described, you will be responsible for the cost of returning the products to us or, where relevant, the cost of us collecting them from you. If you are not in, or the goods are not available for collection on the agreed date of a collection, you are responsible for any additional collection costs that may be incurred. To cancel an order, you can contact us by e-mail or by phone on 0330 660 0834.

Refunds: Any refunds to you will be made to the debit or credit card account used for placing and paying for your order. Please allow up to 14 days for any refund to be processed and to reach your account. Please be aware that we reserve the right to withhold amounts for products which are damaged on return to us or where we have arranged for their collection. 

If the Products are faulty or not as described: Faults with our products are very rare, but they do occur from time to time. As a consumer, you have legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in the Terms and Conditions will affect these legal rights. If on delivery the product is faulty or not as described, or the product subsequently develops a fault which is covered under our warranty, then please contact us by telephoning 0330 660 0834 or emailing info@vorwerk.co.uk and we will discuss next steps with you. We may ask you for a photo of the problem, the serial number of the product (if there is one) and we will also ask you for proof of purchase from us.  If you decide that you would like a refund, then you must return the product to us as soon as reasonably possible and we will refund the price of the product in full, any applicable delivery charges, and any reasonable costs you incur in returning the product to us. Please make sure you retain your receipt for postage as we will ask you for proof of posting and cost.

Prices: The prices of the products will be as quoted on the website from in pounds Sterling and include VAT at the applicable rate chargeable in the UK. If the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay unless you have already paid for the products in full. Prices do not include delivery charges, which are quoted on the website. The website contains a large number of products and it is always possible that, despite our reasonable efforts, some of the products may be incorrectly priced. If we discover an error in the price of the products you have ordered we will inform you of this error and we will give you the option of continuing to purchase the product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. Please note that if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the products to you at the incorrect (lower) price.

Product description: We take reasonable care to ensure that the products on the website are described accurately and fairly and that the product information shown is correct and up-to-date. However, it is important for you to note that:

  • the images of products on the website are for illustrative purposes only;
  • packaging of products may vary from that shown on the website;
  • any weights, dimensions, and capacities shown on the website are approximate only;
  • the colour reproduction that you see on the website will depend on your equipment and we cannot guarantee that your display of any colour will accurately reflect the colour of the product when you receive
  • there may be other minor differences between the product and its description on the website;
  • all products are subject to availability. We will inform you as soon as possible if we are unable to supply any products or services, and we may offer you a substitute of equal or higher quality and value.

Substitutions: In some circumstances, we may experience difficulties in our supply of products, and we reserve the right to substitute alternative products or services of equal or greater quality and value, at no extra cost to you. If this is the case, we will contact you prior to dispatching the substitution and you will have the right to cancel your order. If you do then decide to cancel, we will offer to refund of the price including any delivery costs.  

Payment: During the order and checkout process, we will ask you for your payment details. You can normally only pay for products using the debit or credit cards that we accept, as set out on the website. By completing your payment details, you confirm that the card being used is yours or if you are acting for a business, that you have the authority to use it. All card payments are subject to authorisation by your card issuer. Payment for products and all applicable delivery charges is in advance. If you wish to pay by another means such as cheque or BACS, please ask for instructions by contacting us via the website. Once we have accepted your order by sending you a confirmation email, you agree to pay us as set out in the Terms and Conditions and in accordance with the terms and conditions of our online payments provider. Our online payment partners are authorised and registered by the Financial Services Authority. Please refer to their terms and conditions for further information. If you do not make any payment due to us by the due date for payment, we reserve the right to charge interest to you on the overdue amount at the rate of 3% a year above the base lending rate of Barclays Bank (or its successors) from time to time. This interest shall accrue on a daily basis 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.

Delivery: Your order will be fulfilled within the time specified, unless there is a delay due to circumstances outside our control. Subject to your cancellation rights set out above, we will not be liable for any delay or failure to deliver the products due to such circumstances, including any failure in our next-day delivery service. However, we will refund you the difference between the cost of standard delivery and the guaranteed next-day delivery service. If there is any delay, we will contact you with a revised estimated delivery date. We will try to deliver all of the products in one order together, unless you have requested otherwise, but we reserve the right to deliver your order in instalments, for example if there is a delay on a particular product. If you request us to deliver in instalments, then we may charge you extra delivery costs at our discretion. Delivery will be completed when we deliver the products to the delivery address that you specified. For home deliveries, if no one is available at the address to take delivery, the courier will usually leave a card with further instructions. We take reasonable care to ensure that the products and their packaging leave our premises in good condition. If at the time of delivery to you, you find that the external packaging of the products is damaged and you suspect that the products are also likely to be damaged, you should not accept the delivery and should hand it to the courier to return it to us. If you accept a delivery where the packaging is damaged, you must inform the courier in writing of the damaged packaging when you sign for the delivery, and take a photo of the damage prior to unwrapping the products. Please inform us immediately (no later than 7 days after receipt) by telephoning 0330 660 0834 if you find that any products are damaged upon opening the packaging. All risk in the products that you order (including risk of loss or damage to the products) shall pass to you on completion of delivery. You own the products once we have received payment in full for them, including all applicable delivery charges.