Contract creation & Electronic contracting

1.1 After placing an order, you will receive an email from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted or that we are guaranteeing supply. Your order constitutes an offer to us to buy an item or items from us (referred to as Goods or Products in these terms). All orders are subject to our acceptance, and we will confirm such acceptance by sending you an email confirming that the order has been processed (the order confirmation). When you place your order, payment may be automatically charged to your account; however, this will not be processed until the Contract is formed. The contract is formed by the sending (not the receipt) of the order confirmation, and these terms will not be affected by any typographical error on the part of the customer or by the failure to provide a valid e-mail address. If your order is not accepted, we will cancel it and refund any payment via the original payment method or by cheque, at our discretion.

1.2 The Contract will relate only to those Products whose order we have confirmed in the order confirmation. We will not be obliged to supply any other Products which may have been part of your order until such Products have been confirmed in a separate order Confirmation.

1.3 The language for the conclusion of the Contract is British English.

2.1 Your rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are listed at point 18 below.

2.2 No provision of these terms affects your statutory rights, and we recommend that you seek the advice of a solicitor or the Citizens’ Advice Bureau if you are unsure of what your rights are.

3.1 All items are made to order unless stated otherwise.

3.2 The majority of orders are dispatched within 6 to 8 weeks. However, if an item is required by a specific date, please get in touch with our Customer Services Team for assistance. Our website shows current product availability and provides additional options and information regarding delivery timescales. Delivery must be arranged within 14 days of the goods being available for delivery. The seller retains the right to charge storage if the time period exceeds 14 days.

3.3 We will verify your payment information with your card issuer before your order is dispatched. Failure to provide correct billing information or correct card security information will delay your order. Please ensure the billing address provided is the address registered with your card issuer. The card security code from the back of your card is required for all orders; it is the group of 3 digits printed on the reverse of your card (the group of 4 numbers on the front of American Express cards). All orders are subject to satisfactory security checking, which may involve us obtaining further identification or a bank statement to verify the details provided.

3.4 Your order will be fulfilled by the delivery date set out in the order Confirmation or, if no delivery date is specified, then within a reasonable time of the date of the order Confirmation, unless there are exceptional circumstances.

3.5 Claims of damage must be notified in writing both to the carriers and the Company within 2 days of delivery, and the carrier’s delivery sheet should be noted with the damage found. Packaging must be retained for investigation. Claims cannot be accepted outside these time limits.

3.6 Claims for incomplete delivery must be made within 2 days of receipt. The carrier’s delivery sheet should be noted with disputed missing items. Claims cannot be accepted outside these time limits.

3.7 Claims for non-delivery must be made within 14 days of receipt of despatch confirmation.

3.8 Any claim made under 3.5, 3.6 or 3.7 may take up to 14 working days to investigate and resolve. Replacements or refunds will not be issued until a full investigation has been completed.

3.9 Someone must be available to receive delivery of the products. If no one is available, parcels may be returned to a delivery depot. Delivery may not be reattempted. Customers may be held liable for any costs of returning failed or refused delivery items to us.

4.1 The Products will be at your risk from the time of delivery.

4.2 Ownership of the Products will only pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges.

5.1 The price of any Products will be as quoted on our site from time to time, except in cases of obvious error.

5.2 These prices include VAT but exclude delivery costs, which will be added to the total amount due as set out in our Delivery Guide.

5.3 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you an order Confirmation.

5.4 Our site contains a large number of products, and it is always possible that, despite our best efforts, some of the Products listed on our site may be incorrectly priced. We will normally verify prices as part of our despatch procedures so that, where a Product’s correct price is less than our stated price, we will charge the lower amount when despatching the Product to you. If a Product´s correct price is higher than the price stated on our site, we will, at our discretion, either contact you for instructions before dispatching the Product or reject your order and notify you of the rejection.

5.5 We are under no obligation to provide the Product to you at the incorrect (lower) price, even after we have sent you a Despatch Confirmation, if the pricing error is obvious and unmistakable and could have reasonably been recognised by you as a mis-pricing.

5.6 Payment for all Products must be by credit or debit card or a PayPal account. We accept payment with Visa, MasterCard, American Express and PayPal. Although we do not directly store your card details, you agree to our third-party payment providers, who are PCI DSS Level 1 compliant (PayPal and mypos), to store them with tokenised access in the event you request an exchange order requiring payment (for example, delivery to return the product to you). For return orders where new payment details have been provided for an exchange, these details will not be used. These details will not be used for any purpose other than to exchange orders requested directly by the account holder. Any changes to this consent agreement will be updated within these terms and conditions.

5.7 All orders are billed in Pounds Sterling.

5.8 All prices quoted on our site exclude delivery costs, and any Customs Tax or Import Duties over which we have no control and do not accept liability.

5.9 Deliveries made within the EU will be charged Value Added Tax (VAT) at the prevailing rate as applicable.

6.1 We are committed to supplying goods that exceed your expectations; a 2-year guarantee backs every item we sell. If, for any reason, you are not completely satisfied with your purchase, please return the complete product, undamaged and in an unused “as sold” condition, within 14 days (if possible, we would prefer you to return any sale items within 7 days) of the delivery date. We will gladly refund your full purchase price. All goods must be accompanied by a proof of purchase, e.g. your packing note. Please note that you will be responsible for the return shipping cost, and we are also unable to refund your original shipping cost. We will keep you informed of the progress of your return.

Made-to-Order Products

Products made to the customer’s specifications from available options, products we do not usually hold in stock, or products made to order by the manufacturer are not returnable. If you are unsure whether an item is a special order, please get in touch with us before making your purchase. Once unwrapped, Mattresses, bedding, cushions, cushion pads, throws, and other home textiles are non-returnable. We are unable to offer an exchange on custom orders.

This clause does not affect your rights under clause 18 to cancel a Contract.

6.2 When you return a Product to us:

We will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your intention to return the Products or the date we receive them, whichever is the sooner. In this case, we will refund the full price of the Product, including the cost of sending the item to you. However, you will be responsible for the cost of returning the item to us in every case.

We will process your refund as soon as possible upon receipt of the returned item. In this case, we will (provided that the Products are in an “as sold” condition) refund the full price of the Product and shall exclude the cost of sending the item to you. However, you will be responsible for the cost of returning the item to us in every case.

7.1 We warrant to you that any Product purchased from us through our site is of satisfactory quality.

7.2 Our liability for losses you suffer as a result of us breaking this agreement is strictly limited to the purchase price of the Product you purchased and any losses which are a foreseeable consequence of us breaking the agreement. Losses are foreseeable if you and we had contemplated them at the time we accepted your order.

7.3 This does not include or limit in any way our liability:

For death or personal injury caused by our negligence;

Under section 2(3) of the Consumer Protection Act 1987;

For fraud or fraudulent misrepresentation; or

For any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.

7.4 We are not responsible for indirect losses which happen as a side effect of the main loss or damage and which are not foreseeable by you and us (such as loss of income or revenue, loss of business, loss of profits or contracts, loss of anticipated savings, loss of data, waste of management or office time) however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.

8.1 If you order Products from our site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please get in touch with your local customs office for further information before placing your order.

8.2 Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.

Applicable laws require that some of the information or communications we send to you be in writing. When using our site, you accept that communication with us will be mainly electronic. You must enter your email address correctly in your order. We will contact you by email or post notices on our website. For contractual purposes, you agree to this electronic means of communication, and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

All notices given by you to us must be given to V&V Group Ltd at customerservices@vvgroup.co.uk. We may give notice to you at the email or postal address you provide to us when placing an order. Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an e-mail is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such a letter was properly addressed, stamped and placed in the post and, in the case of an e-mail, that such an e-mail was sent to the specified e-mail address of the addressee.

11.1 The contract between you and us is binding on you and us and on our respective successors and assigns.

11.2 You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent.

11.3 We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the contract.

12.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event).

12.2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:

Strikes, lock-outs or other industrial action.

Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war.

Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster.

Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

Impossibility of the use of public or private telecommunications networks.

The acts, decrees, legislation, regulations or restrictions of any government.

12.3 Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution that enables our obligations under the Contract to be performed despite the Force Majeure Event.

13.1 If we fail, at any time during the term of a Contract, to insist upon strict performance of any of your obligations under the Contract or any of these terms and conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under the Contract, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations.

13.2 A waiver by us of any default shall not constitute a waiver of any subsequent default.

13.3 No waiver by us of any of these terms and conditions shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with clause 14 above.

If any of these terms and Conditions or any provisions of a Contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition, or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.

15.1 These terms and conditions and any document expressly referred to in them represent the entire agreement between us in relation to the subject matter of any Contract and supersede any prior agreement, understanding or arrangement between us, whether oral or in writing.

15.2 We each acknowledge that, in entering into a Contract, neither of us has relied on any representation, undertaking or promise given by the other or implied from anything said or written in negotiations between us before such Contract except as expressly stated in these terms and conditions.

15.3 We intend to rely upon these terms and conditions and any document expressly referred to in them in relation to the subject matter of any Contract. While we accept responsibility for statements and representations made by our duly authorised agents, please make sure you ask for any variations from these terms and conditions to be confirmed in writing.

16.1 We have the right to revise and amend these terms and conditions from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system’s capabilities.

16.2 You will be subject to the policies and terms and conditions in force at the time that you order products from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these terms and conditions before we send you the order Confirmation (in which case we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within two working days of receipt by you of the Products).

Contracts for the purchase of Products through our site will be governed by English law. Any dispute arising from, or related to, such Contracts shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.

18.1 This section provides details of the cancellation and return rights you have when buying as a consumer.

18.1.1 Prices and payment methods are detailed on your order confirmation when placing your order. We do not guarantee delivery dates; any stated delivery information is for guidance only.

18.1.2 You have a right to cancel your order for Goods within 14 calendar days beginning the day after you or someone acting on your behalf receives the Goods. You will need to return the Goods and all packaging promptly and at your cost.

18.1.3 Where any Goods are customised for you, made to order for you, including any alterations, then you have no right to cancel, but your rights to return the Goods if they are faulty are not affected.

18.1.4 Goods are normally provided with a two-year guarantee, unless otherwise stated. Whilst we will usually provide after-sales assistance relating to any Goods supplied, this is not part of the sales contract and is provided only on a goodwill basis.

18.1.5 To exercise the right to cancel, you must inform us by mail at customerservices@vvgroup.co.uk, by letter at V&V Group Ltd, 71-75 Shelton Street, London, WC2H 9JQ, of your decision to cancel this contract by a clear statement.

18.1.6 To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired, but please note the requirement to send back the Goods in good time set out below.

18.2 Effects of cancellation

18.2.1 If you cancel the contract, we will reimburse you for all payments received from you, including the costs of delivery (except for the additional costs you paid if you chose a type of delivery other than the least expensive type of delivery offered by us).

18.2.2 We may make a deduction from the reimbursement for loss in value of any Goods supplied, if the loss is the result of unnecessary handling by you.

18.2.3 We will make the reimbursement without undue delay, and not later than:

(a) 14 days after the day we receive back from you any Goods supplied, or

(b) (if earlier) 14 days after the day you provide evidence that you have returned the Goods, or

(c) If there were no Goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

18.2.4 We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the Goods back or you have supplied evidence that you have sent them back, whichever is the earliest.

18.2.5 You shall send back the Goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you return the Goods before the 14-day period has expired.

18.2.6 You will have to bear the direct costs of returning the goods.

18.3 Model cancellation form

To V&V Group Ltd, 71-75 Shelton Street, London, WC2H 9JQ, customerservices@vvgroup.co.uk:

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).

These Conditions govern our relationship with you. Any changes to these Conditions must be in writing and signed by both parties. In this way, we can avoid any problems surrounding what V&V Group Ltd and you are expected to do. You confirm that, in agreeing to accept the Conditions, you have not relied on any representation save insofar as the same has expressly been made a term of these Conditions, and you agree that you shall have no remedy in respect of any representation. Your Statutory Rights are not affected by these terms and conditions. Nothing in this Clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation, whether or not such has become a term of the Conditions.

Official Company Information

Company Name:

V&V Group Ltd

Registered Head Office

V&V Group Ltd, 71-75 Shelton Street, London, WC2H 9JQ

Registered Company Number in England and Wales :

VAT number: