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19.     Promotional Events

Event name: 30% Off Cocktail Sets | Use code SAVE30

19.1      The sale event includes items from the following category: https://www.vonhaus.com/vh_en/kitchen/entertaining/cocktail-sets

19.2      The offer is valid until 12th February, timings can be subject to change

19.3     Use code SAVE30 to redeem 30% off any cocktail set 

19.4     We reserve the right to change or cancel this promotional event at any time

19.5     This code is only valid on cocktail sets 

Terms of sale

1.   Introduction

1.1     These terms and conditions shall govern the sale and purchase of products through our website.

1.2      You will be asked to give your express agreement to these terms and conditions before you place an order on our website.

1.3     This document does not affect any statutory rights you may have as a consumer (such as rights under the Sale of Goods Act 1979 or the Consumer Contracts [Information, Cancellation and Additional Charges] Regulations 2013, or the Consumer Rights Act 2015).

2.   Understanding these terms

2.1     In these terms and conditions:

(a)      "we" means Domu Brands Ltd trading as VonHaus.com;

(b)      "you" means our customer or prospective customer; and "us", "our" and "your" should be construed accordingly.

3.   Order process

3.2     No contract will come into force between you and us unless and until we accept your order in accordance with the procedure set out in Section 3.

3.3     To enter into a contract through our website to purchase products from us, the following steps must be taken: You must add the products you wish to purchase to your shopping cart, and then proceed to the checkout; if you are a new customer, you must then create an account with us and log in; if you are an existing customer, you must enter your login details; once you are logged in, you must select your preferred method of delivery and confirm your order and your consent to the terms of this document; you will be transferred to our payment service provider's website, and our payment service provider will handle your payment; we will then send you an initial acknowledgment; and once we have checked whether we are able to meet your order, we will either send you an order dispatch email (at which point your order will become a binding contract) or we will confirm by email that we are unable to meet your order.

3.4     Full details of the goods you purchased are detailed in the confirmation email, and the “My orders” section of “My Account”.

4.   Products

4.1     We may periodically change the products available on our website, and we do not undertake to continue to supply any particular product or type of product.

4.2     Reviews on our product pages relate to the products only, we reserve the right to not publish any service-related reviews.

5.   Prices

5.1     Our prices are quoted on our website.

5.2     We will from time to time change the prices quoted on our website, but this will not affect any confirmed orders already placed.

5.3     All amounts stated in these terms and conditions or on our website are inclusive of VAT.

5.4     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. We will always aim to confirm the correct price prior to your order being confirmed, however, 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 products delivered to you.

5.5     In addition to the price of the products, you may have to pay a delivery charge, which will be notified to you before you confirm the order and the contract of sale comes into force. For more information please refer to our Delivery Policy.

6.   Payments

6.1     You must, during the checkout process, pay the prices of the products you order as well as any delivery charges.

6.2     Payments may be made by any of the permitted methods specified on our website from time to time.

6.3     If you fail to pay to us any amount due under these terms and conditions in accordance with the provisions of these terms and conditions, then we may withhold the products ordered and/or by written notice to you at any time cancel the contract of sale for the products.

6.4     If you make an unjustified credit card, debit card, or other charge-back then you will be liable to pay us, within 7 days following the date of our written request:

(a)      An amount equal to the amount of the charge-back;

(b)      All third-party expenses incurred by us in relation to the charge-back (including charges made by our or your bank or payment processor or card issuer);

(c)      An administration fee of GBP 25.00 excluding VAT; and

(d)      All our reasonable costs, losses, and expenses incurred in recovering the amounts referred to in this Section 6.4 (including without limitation legal fees and debt collection fees), and for the avoidance of doubt, if you fail to recognise or fail to remember the source of an entry on your card statement or other financial statements, and make a charge-back as a result, this will constitute an unjustified charge-back for the purposes of this Section 6.4.

6.5     VAT for all United Kingdom orders is included in the price. Other sales or import taxes, including GST for the Channel Islands, may be applied in addition to the price. for all VAT/sales tax rates please read here

6.6     We accept all major credit cards that are registered to a UK billing address

7.   Klarna Payments

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the option of paying via Klarna.

What is Klarna?

Klarna provides payment services to more than 70,000 online stores and over 60 million customers worldwide have trusted Klarna to securely handle their payments.

Payment will be made to Klarna and not Domu using the Klarna ‘Pay in 3’ payment option. Pay in 3 is a payment option that allows you to get your goods now and pay for them in installments. Pay in 3 equal, interest-free payments, free of charge. Payments are automatically charged every 30 days - perfect for spreading the cost over time without the hassle or the cost.

Further information and Klarna's user terms can be found here.

General information on Klarna can be found here.

Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna's privacy statement.

8.   Deliveries

8.1     Our policies and procedures relating to the delivery of products are set out in our delivery policy.

8.2     We will arrange for the products you purchase to be delivered to the delivery address you specify during the checkout process, all deliveries are subject to the terms of our Delivery Policy.

8.3     We do guarantee that unless there are exceptional circumstances all deliveries of products will occur within 30 days following the later of receipt of payment and the date of the order confirmation.

    9.   Distance contracts: cancellation rights

9.1     Please note that we sell our products to you as a consumer- that is, as an individual acting wholly or mainly outside your trade, business, craft, or profession. Furthermore, the rights set out in Section 9 do not apply if you have purchased our products for business purposes.

9.2     You may cancel any order placed with us through our website (without giving any reason for your withdrawal or cancellation) at any time up to 14 days after the day on which the products come into your physical possession or the physical possession of a person identified by you to take possession of them (or, if the contract is for delivery of multiple products, or the product is supplied in a number of pieces, 14 days after the day on which the last of those products or pieces comes into your physical possession or the physical possession of a person identified by you to take possession of them).

9.3     In order to cancel the order on the basis described in Section 9.2, you may inform us by means of any clear statement setting out the decision and may use the cancellation form that we will make available to you. To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of the right to cancel before the cancellation period has expired.

9.4     If you cancel a contract on the basis described in this Section 9, you must contact us to authorise the return and then send the products back to us as follows:

Please return the product(s) to:

Domu Brands Ltd
Unit 30 Stakehill industrial Estate
Middleton
Manchester
United Kingdom
M24 2RW

9.5     When cancelling an order under Section 9, you must return any products delivered to you no later than 14 days after the day on which you inform us of your decision to cancel the contract.

9.5     If you cancel an order in accordance with this Section 9, you will receive a full refund of the amount you paid to us in respect of the order including the costs of delivering the product to you, except:

(a)      if you choose a kind of delivery costing more than the least expensive kind of delivery that we offer, we reserve the right to retain the difference in cost between the kind of delivery you chose and the least expensive kind of delivery that we offer; and

(b)      as otherwise provided in Section 9.

9.6     You will be responsible for any and all postage, delivery, courier, and/or collection costs associated with the return of products to us for which you have cancelled your purchase under this Section 9. Please note, this does not apply to faulty or defective goods and for more details please refer to our Delivery Policy.

9.7     If the value of the products returned by you is diminished by any amount as a result of the handling of those products by you beyond what is necessary to establish the nature, characteristics, and functioning of the products, we may recover that amount from you up to the contract price. To determine the deduction amount we usually refer to the price we will be able to achieve when re-selling the product, by reference to equivalent products and trading history, so that we have a consistent and transparent method of accounting for you. We may recover that amount by deducting it from any refund due to you or require you to pay that amount directly to us. Handling that goes beyond the sort of handling that might reasonably be allowed in a shop will be "beyond what is necessary to establish the nature, characteristics, and functioning of the products" for these purposes. Please refer to our Returns Policy for more information.

9.8     We will refund money using the same method used to make the payment unless you have expressly agreed otherwise. In any case, you will not incur any fees as a result of the refund.

9.9     Unless we have offered to collect the products, we will process a refund due to you as a result of a cancellation on the basis described in this Section 9 within the period of 14 days after the day on which we receive the returned products or (if earlier) after the day on which you supply to us evidence of having sent the products back. If we have not sent the products to you at the time of withdrawal or cancellation or have offered to collect the products, we will process a refund due to you without undue delay and, in any case, within the period of 14 days after the day on which we are informed of the withdrawal or cancellation.

9.10     You will not have any right to cancel a contract as described in this Section 9 insofar as the contract relates to:

(a)      the supply of any sealed audio recordings, sealed video recordings, or sealed computer software which have been unsealed by you;

(b)     the supply of products the price of which is dependent upon fluctuations in financial markets that we cannot control and which may occur during the cancellation period;

(c)      the supply of newspapers, periodicals, or magazines, with the exception of subscription contracts for the supply of such publications;

(d)      the supply of goods which are liable to deteriorate or expire rapidly;

(e)      the supply of non-prefabricated goods that are made on the basis of an individual choice of or decision by you, or goods that are clearly personalised;

(f)      the supply of sealed goods that are not suitable for return due to health protection or hygiene reasons, where such goods have been unsealed by you; and

(g)      the supply of goods which are, according to their nature, inseparably mixed with other items after delivery.

(h) the supply of goods which have been made to your specification or otherwise personalised at your request (however, if you have made an error with your order and wish to amend it, we will try and assist with amending the order, providing you notify us as soon as possible and we are able to stop the manufacture of the product prior to personalisation- please note this is on a reasonable endeavors basis only and we make no guarantee we will be able to do this)

    10.   Warranties and representations

Domu Brands Limited trading as VonHaus (‘we/us/our’), provides a free-of-charge warranty on our products automatically applied on purchase.

This means that, in the event that your Product is found to be mechanically defective within the 2-year Warranty Period, we will arrange for it to be (at our discretion) repaired or replaced free of charge including all parts and labour, subject to the terms and conditions set out below.

10.1     Redemption - A 2-year warranty is automatically applied on purchase. In order to redeem your 2-year product warranty you will need to provide us with your name and contact details, along with details of your Product, including the model number and date of your Order (“Relevant Information”). You will find all of this information in your Order Confirmation email.  Please keep a copy of your Order Confirmation safe for future reference.

10.2     A 25-year warranty is automatically applied on all purchases of VonHaus TV brackets.

10.3     A 3-year warranty is automatically applied to our 1800W Artificial Grass Brush and 3 in 1 Leaf Blower (warranty is only applicable for orders purchased from August 22, 2022).

10.4     A 5-year warranty is automatically applied to all our Monitor Mounts 

10.5     Remedies available to you - If your Product develops a mechanical defect during the Warranty Period, in order to make a claim under this warranty you will need to contact us within 30 days of you becoming aware of the relevant defect and, at the same time, provide us with the Relevant Information. Failure to notify us within this timeframe may invalidate any such warranty claim.

10.6     Once we have verified that your warranty is valid, we will provide you with information about how to return the Product to our warehouse for inspection/testing, the cost of which is initially covered by DOMU Brands Limited (Company No.7047520). In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the products to us in their original packaging, along with a covering note quoting the authorisation number and a copy of your original order confirmation.

10.7     If, once we have inspected/tested the Product, we consider that (in our sole opinion) the warranty claim is substantiated based on these terms and conditions, we will either (at our discretion):

(a)     repair or replace the defective Product (or part thereof); or

(b)     where such Product (or part thereof) is no longer available, provide such alternative product (or part thereof) as shall have an equivalent functionality to the defective Product (or part thereof); or

10.8    If no equivalent product is available, we will refund you a fair and reasonable amount which shall not exceed the amount paid or payable by you in respect of the Product.  We reserve the right to deduct an appropriate amount from the value of the product with respect to the period of use already enjoyed.

10.9    In the event that we discover your product is not defective, you will be responsible for the cost of transportation of the Product to and from our warehouse, billed at the cost that we have incurred. We will not in any circumstances be responsible for the cost of transportation of any Product (either to or from our warehouse) which we do not consider to be subject to a valid warranty claim.

10.10    All replaced spare parts and Products, that are not returned to you, shall become the property of DOMU Brands Limited (Company No.7047520)

10.11     If any Products are repaired or replaced under this warranty, the warranty cover will remain in force for the then unexpired proportion of the original Warranty Period (i.e. from the original date of dispatch) and the warranty will not re-start from the date of repair or replacement.

10.12     For the avoidance of doubt, the above remedies shall be your sole remedies hereunder or otherwise, save that any consumer statutory rights available to you in these terms and conditions.

10.13     What’s not included? - The following indicative list of circumstances shall not be covered by our warranty.  The following list is not intended to be exhaustive and the warranty is only offered within the scope defined in this document.

  • Damage caused by external factors such as fire, theft, and weather (including lightning damage);
  • Incorrect, careless, or inappropriate handling or installation of the Product; use of the Product in any circumstances of service other than for which the Product was designed; accidental damage; neglect; failure to properly maintain the product or the unauthorised repair of the product; any other failure to follow the product manufacturer’s instructions; fair wear and tear; acts of vandalism or deliberate damage.
  • Consumables such as batteries (for example AAA, AA batteries), fuses, light bulbs etc; (Li-ion batteries bought as a spare or as part of a product bundle are covered under your 2-year warranty. Li-ion batteries sent as replacements due to a faulty battery will follow the warranty from your original purchase date.
  • Use of the Product commercially or for business purposes;
  • Cosmetic damage or deterioration to the Product of whatever nature, such as scratches, dents, corrosion, or changes in colour, where the function of the Product is unaffected;
  • Inadequate or inappropriate packaging of the Product when returning it to our warehouse;
  • The Excluded Products; Only products advertised with extended warranty and are sold by retailers verified by DOMU Brands Ltd are eligible for extended warranty. All other products are excluded;
  • Any Products which are supplied for use outside of the United Kingdom;
  • Any loss suffered as a result of not being able to use the Product or any loss over and above the purchase price of the original Product.

10.14     Our liability for any loss or damage suffered by you

  • If we fail to comply with these terms and conditions, we shall be responsible for any loss or damage that you suffer that is a foreseeable result of our failure to comply with these terms and condition or our failing to use reasonable care and skill, but we shall not be responsible for any loss or damage that is not foreseeable.
  • 4We only supply the Products and warranty services described in this document for domestic and private use. Subject to clause 4.3, if you use the Products or the warranty services for any commercial, business or re-sale purpose we will have no liability to you whatsoever for any loss of profit, loss of business, business interruption, or loss of business opportunity.
  • Nothing in this warranty shall operate so as to limit or exclude our liability for death or personal injury arising from our negligence, for fraud or for any other matter in respect of which liability cannot be limited or excluded by operation of law.

10.15     General

10.16     You agree to provide us with such assistance as may be reasonably needed to carry out a warranty assessment or Product repair/replacement. Failure by you to provide such assistance may invalidate the warranty.

10.17     We undertake to complete any Product repair/replacement in respect of a valid warranty claim as soon as reasonably practicable and, in any case, within 60 days of receipt of your returned Product, but we shall not be obliged to do so outside of normal working hours (9 am – 5 pm) or on weekends/bank holidays.

10.18     This warranty is subject to (English law) and the (courts of England and Wales) shall have exclusive jurisdiction over any matters arising out of or in connection with these warranty terms and conditions. This does not affect any consumer statutory rights that you may have for the purposes of this warranty.

10.19    Definitions

The following phases shall have the following meanings in the warranty document:

“Date of Dispatch” means the date of dispatch of the Product to you, as confirmed to you in an email from us or the relevant third-party retailer;

“Excluded Products” means the limited number of excluded products for which we are, unfortunately, unable to offer warranty protection in respect of, which will be stated on the packaging of the applicable product(s) on receipt.  

“Order” means your online order for the Product;

“Order Confirmation” means the electronic confirmation of your Order, which will be sent to you by email on receipt of your Order by us or the relevant third-party retailer;

“Product” means the specific product identified in the Order Confirmation respect of which we offer the warranty protection as specified in this document, with the exception of the Excluded Products;

“Relevant Information” means the information specified in clause 1.1;

“Warranty Period” means a period of 2 years from the Date of Dispatch, except in cases where it means a period of 5 years from the Date of Dispatch as expressly stated in the Product description. “we”, “us” or “our” means DOMU Brands Limited (trading as VonHaus) a company registered in England and Wales (company number: 7047520) with its registered address at Floors 4 & 5, The Tower Deva City Office Park, Trinity Way, Salford, M3 7BF; and

“you” shall mean the person who is identified as purchasing the Product in the Order Confirmation.

    11.   Breach of product warranty

11.1    If you believe that the products you have purchased from us breach any of the warranties set out in Section 10.2, please contact us to discuss the issue and arrangements for the return of the products.

11.2    If products you purchase from us do not conform with the warranties set out in Section 10.2, then you will be entitled to repair or replacement (at our discretion) of the defective products, provided (i) you have purchased the products as a consumer (as set out in Section 10(e)), (ii) such non-conformity is not caused by your use or storage of the products, and (iii) the non-conformity is notified to us within the applicable warranty period. In either case, we will reimburse you for your reasonable expenses incurred in returning the products to us and will pay for the delivery of the repaired or replacement products to you using the least expensive delivery method available. For full details please refer to our Delivery Policy and Warranty Statement for full details of your rights.

11.3    If you return a product in contravention of these terms and conditions when seeking to rely on the warranty in section 10, and you do not have any other legal right to a refund or exchange in respect of that product:

(a)      we may not repair or replace the product;

(b)      we may retain the returned product or not deliver a replacement product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c)      if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

11.4 Full warranty terms & conditions are available here

12.    Limitations and exclusions of liability

12.1    Nothing in these terms and conditions will:

(a)      limit or exclude any liability for death or personal injury resulting from negligence;

(b)      limit or exclude any liability for fraud or fraudulent misrepresentation;

(c)      limit any liabilities in any way that is not permitted under applicable law; or

(d)      exclude any liabilities that may not be excluded under applicable law including, if you are a consumer, for breach of your legal rights in relation to the products including the right to receive products which are: as described and match information we provided to you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care and, where installed by us, correctly installed; and for defective products under the Consumer Protection Act 1987.

12.2    The limitations and exclusions of liability set out in this Section 12 and elsewhere in these terms and conditions:

(a)      are subject to Section 12.1; and

(b)      govern all liabilities arising under these terms and conditions or relating to the subject matter of these terms and conditions, including liabilities arising in contract, in tort (including negligence) and for breach of statutory duty.

12.3    We will not be liable to you in respect of any losses arising out of any event or events which are not foreseeable or are beyond our reasonable control.

12.4    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 in respect of any business losses, including (without limitation) loss of or damage to profits, income, revenue, use, production, anticipated savings, business, contracts, commercial opportunities, or goodwill.

12.5    You accept that we have an interest in limiting the personal liability of our officers and employees and, having regard to that interest, you acknowledge that we are a limited liability entity; you agree that you will not bring any claim personally against our officers or employees in respect of any losses you suffer in connection with the website or these terms and conditions (this will not, of course, limit or exclude the liability of the limited liability entity itself for the acts and omissions of our officers and employees).

12.6    Subject to Section 12.1, our aggregate liability to you in respect of any contract to purchase products from us under these terms and conditions shall not exceed the total amount paid and payable to us under the contract.

13.    Our rights to cancel

13.1    We may cancel a contract under these terms and conditions immediately, by giving you written notice of termination, if:

(a)      you fail to pay, on time and in full, any amount due to us under the contract; or

(b)      you commit any breach of the terms of the contract.

13.2    We may cancel a contract under these terms and conditions by written notice to you if we are prevented from fulfilling that contract by any event beyond our reasonable control, including without limitation any product being out of stock or unavailable, impact of any epidemic, pandemic and/or other notifiable disease, unavailability of raw materials, components or products, or any power failure, industrial dispute affecting any third party, governmental regulations, fire, flood, disaster, riot, terrorist attack or war.

14.     Consequences of order cancellation

14.1    If a contract under these terms and conditions is cancelled in accordance with Section 13:

(a)      we will cease to have any obligation to deliver products which are undelivered at the date of cancellation;

(b)      you will continue to have an obligation where applicable to pay for products which have been delivered at the date of cancellation (without prejudice to any right we may have to recover the products).

(c)      all the other provisions of these terms and conditions will cease to have effect, except that Sections 1.3, 6.4, 12, 17, 18,19, 20, 21 and 22 will survive termination and continue in effect indefinitely.

15.     Intellectual Property

15.1    These terms and conditions shall not constitute or effect any assignment or licence of any intellectual property rights.

15.2    These terms and conditions shall not govern the licensing of works (including software and literary works) comprised or stored in products.

15.3    These terms and conditions shall not govern the provision of any services by us or any third party in relation to the products (other than delivery services).

16.     Variation

16.1    We may revise these terms and conditions from time to time by publishing a new version on our website.

16.2    A revision of these terms and conditions will apply to contracts entered into at any time following the time of the revision but will not affect contracts made before the time of the revision.

17.     Assignment

17.1    You hereby agree that we may assign, transfer, sub-contract or otherwise deal with our rights and/or obligations under these terms and conditions − providing, if you are a consumer, that such action does not serve to reduce the guarantees benefiting you under these terms and conditions.

17.2    You may not without our prior written consent assign, transfer, sub-contract or otherwise deal with any of your rights and/or obligations under these terms and conditions.

18.     No waivers

18.1    No breach of any provision of a contract under these terms and conditions will be waived except with the express written consent of the party not in breach.

18.2    No waiver of any breach of any provision of a contract under these terms and conditions shall be construed as a further or continuing waiver of any breach of that provision or any other provision of that contract.

19.     Severability

19.1    If a provision of a contract under these terms and conditions is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect.

19.2    If any unlawful and/or unenforceable provision of a contract under these terms and conditions would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect.

20.     Third party rights

20.1    A contract under these terms and conditions is for our benefit and your benefit and is not intended to benefit or be enforceable by any third party.

20.2    The exercise of the parties' rights under a contract under these terms and conditions is not subject to the consent of any third party.

      21.      Entire agreement

21.1    Subject to Section 11.1, these terms and conditions, together with our  Delivery Policy and our Returns Policy, shall constitute the entire agreement between you and us in relation to the sale and purchase of our products and shall supersede all previous agreements between you and us in relation to the sale and purchase of our products.

22.     Law and jurisdiction

22.1    A contract under these terms and conditions shall be governed by and construed in accordance with English law.

22.2    Any disputes relating to a contract under these terms and conditions shall be subject to the exclusive jurisdiction of the courts of England.

22.3    If you feel your dispute cannot be rectified by ourselves, please refer to the Online Dispute Resolution Platform

     23.     Statutory and regulatory disclosures

23.1     We will not file a copy of these terms and conditions specifically in relation to each user or customer and, if we update these terms and conditions, the version to which you originally agreed will no longer be available on our website. We recommend that you consider saving a copy of these terms and conditions for future reference.

23.2     These terms and conditions are available in the English language only.

23.3     Our VAT number is GB993263095.

23.4     We are a member of WEEE Producer Compliance Scheme, WEE/JF4878SZ administered by Comply Direct

23.5     We are a member of Packaging Producer Compliance Scheme, NPWD302046 administered by Comply Direct

23.6     We are a member of Battery Full Producer Compliance Scheme, BPRN05493 administered by Comply Direct

24.     Personal Data

We will only use your personal information as set out in our privacy policy 

25.     Our details

25.1    This website is owned and operated by DOMU Brands Ltd t/a vonhaus.com

25.2    We are registered in England and Wales under registration number #07047520.

25.3    Our registered office is at 6th Floor, The Tower, Deva Centre, Salford, M3 7BF. Please note- do not use this address for any returns!  If you attempt to return Products to this registered office it will be refused and likely result in further storage, delivery and return costs for you. Please refer to Section 8 above for returns information.

25.4    You can contact us (except for returns- see Section 9 above), raise a query or a complaint by writing to the business address given above, by using our website contact form, by email to [email protected] or by telephone on 0161 833 5442

     26.      Promotions, Competitions & Live Offers*

Up to 30% off Garden Furniture*
*Selected lines only, whilst stock lasts.
Promo link: https://www.vonhaus.com/vh_en/outdoor/garden-furniture

The Garden Furniture Sale Event.
This sale has now ended.

     27.     Pre-Contract Information

27.1      We provide online sales of goods to consumers. Full details of the goods you purchased are detailed in the confirmation email, and the “My orders” section of “My Account”. You can contact us in the following ways:

(a)   Address:   Floor 6, The Tower Deva City Office Park, Trinity Way, Salford, M3 7BF

(b)   Email:   [email protected]

(c)   Telephone: 0161 8335443

     28.     Payment Methods:

Payment can be taken by Visa, Mastercard, Google Pay, Apple Pay, Klarna, Maestro, Paypal, or American Express.

     29.    Processing of Personal Data

In order for us to supply the goods to you we will need to process your personal data collected from you in accordance with our Privacy Policy.

29.1    We will use the information we hold about you for the purposes of performing the agreed services, understanding how we may improve our services and communicating with you in relation to our products and services.

29.2    Please note that you have certain legal rights to stop and restrict any processing, as well as accessing the information we hold, and further details of these rights are included in the Privacy Policy.

29.3    We may share your personal information with Emarsys, who manage some of our marketing email communications and Yotpo who host independent feedback and review services.

29.4    If you are concerned about our use of your data please contact us directly using the above contact details. You can always obtain further advice and make a complaint directly to the Information Commissioner’s Office.

Information Commissioner's Office
Wycliffe House, Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113

Website: https://ico.org.uk

    30.   Complaints

Please email complaints to [email protected]

We will respond within 14 days.

   31.  Right to cancel

The conditions, time limits and procedure for exercising a right to cancel, are set out below.

You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day of the conclusion of the contract.

To exercise the right to cancel, you must inform us, Domu Brands Limited, at Floor 6, The Tower Deva City Office Park, Trinity Way, Salford, M3 7BF, or by email at [email protected] of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model cancellation form, but it is not obligatory.

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.

31.1     Effects of cancellation

If you cancel this contract, we will reimburse all payments received from you.  We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract.

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.

   32.   Offering our goods to you

If you choose to purchase these goods from us, we may also contact you from time to time in relation to other services and products we may offer. Please note you can opt out of these communications by sending an email to [email protected]

PRIVACY POLICY

   33.   Important information and who we are

Purpose of this privacy notice

This privacy notice aims to give you information on how we collect and process your personal data through your use of our sites, including any data you may provide through our sites when you sign up to our newsletter, purchase a product or register an account with us.

Our sites are not intended for children and we do not knowingly collect data relating to children.

It is important that you read this privacy notice together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy notice supplements the other notices and is not intended to override them.

Controller

Domu Brands Limited is the controller and responsible for your personal data (collectively referred to as "we", "us" or "our" in this privacy notice).

We are made up of different legal entities including Domu Brands LLC and Domu Inc which are incorporated and registered in the USA. This privacy notice is issued on behalf of the Domu Brands Group so when we mention Domu Brands Limited, "we", "us" or "our" in this privacy notice, we are referring to the relevant company in the Domu Brands Group responsible for processing your data. Domu Brands Limited is the controller and responsible for our sites.

We have appointed a data privacy manager (DPM) who is responsible for overseeing questions in relation to this privacy notice. If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact the DPM using the details set out below.

Contact details

Our full details are:

Full name of legal entity: Domu Brands Limited

Name or title of DPM: Data Privacy Manager

Email address: [email protected]

Postal address: Floor 6, The Tower, Deva City Office Park, Manchester, M3 7BF

Telephone number: 0161 8335 443

Should you have any concerns, we would appreciate the chance to deal with them in the first instance. If you would like to speak to us in relation to any concerns you have, please contact us by email at [email protected] or by telephone at 0161 8335 443.

You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk).

Changes to the privacy notice and your duty to inform us of changes

This version was last updated on 04.09.2023 and can be obtained by contacting us.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

Third-party links

Our sites may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our sites, we encourage you to read the privacy notice of every website you visit.

     34.    The data we collect about you

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

We may collect, use, store and transfer different kinds of personal data that you give us through our sites or by using our applications, corresponding with us by phone, e-mail or otherwise about you which we have grouped together as follows:

  • Identity Data includes first name, middle name, maiden name, last name, username or similar identifier.
  • Contact Data includes billing address, delivery address, email address and telephone numbers.
  • Financial Data includes bank account and payment card details.
  • Transaction Data includes details about payments to and from you and other details of products you have purchased from us.
  • Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access our sites.
  • Profile Data includes your username and password, purchases or orders made by you. 
  • Usage Data includes information about how you use our sites, products and services.
  • Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific site feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.

We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

If you fail to provide personal data

Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods). In this case, we may be unable to process an order for a product or we may have to cancel a product you have ordered with us but we will notify you if this is the case at the time.

34.1    How is your personal data collected?

          We use different methods to collect data from and about you including through:

           Direct interactions. You may give us, or a company in the Domu Brands Group, your Identity, Contact and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes the personal data you provide when you;

  • place an order for our products
  • return any products or request a refund
  • receive and/or rely on any warranty we or our suppliers provide to you
  • submit a comment on our sites
  • interact with us on our social media
  • submit an enquiry to us regarding our products
  • create an account on our sites
  • subscribe to our newsletters
  • request marketing to be sent to you
  • if you apply for a job with us
  • give us some feedback.
  • Automated technologies or interactions. As you interact with our sites, we may automatically collect Technical Data about your equipment, browsing actions, and patterns. We collect this personal data by using cookies and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies. Please see below for further details on cookies. We use the third parties set out to collect data about you; Emarsys, PCA Predict, Affiliate Window, Trustpilot, Google Tag Manager, Facebook, VWO, Fospha, Yotpo and Pingdom.
  • Third parties or publicly available sources.
  • Technical Data from the following parties: Analytics providers such as Google based outside the EU; and Advertising networks such as AdSense based inside and outside the EU.
  • Contact, Financial and Transaction Data from providers of technical, payment and delivery services based inside or outside the EU.
  • Identity and Contact Data from data brokers or aggregators.
  • Identity and Contact Data from publicly available sources such as Companies House and the Electoral Register based inside the EU.

34.2      How we use your personal data

          We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

  • where we need to perform the contract, we are about to enter or have entered with you;
  • where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests;
  • where we need to comply with a legal or regulatory obligation; and
  • to the purchaser (or prospective purchaser) of any business or asset that we are (or are contemplating) selling.

      Generally, we do not rely on consent as a legal basis for processing your personal data other than in relation to sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by contacting us.

34.3     Purposes For Which We Will Use Your Personal Data

      We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate (please see paragraph 10 (Glossary) for a definition of legitimate interest).

      Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.

     For the avoidance of doubt, you may fall into one or more of the below detailed categories (i.e. customer, job applicant or site user).

     Profiling

     Profiling is a form of automated processing of personal data consisting of the use of personal data to evaluate certain personal aspects relating to you, for example, to analyse or predict aspects concerning that natural person’s performance at work, economic situation, health, personal preferences, interests, reliability, behaviour, location or movement. We use profiling software to understand you and your interest in our products better, to match you with specific offers and to guide us in providing the best services to you.

     Please note; that we do not make automated decisions based on this profiling.

     Customers

     For individual and business customers, we may collect and process your personal data as follows:

Purpose/Activity  Type of data Lawful basis for processing including basis of legitimate interest
To register you as a new customer  (a) Identity (b) Contact Performance of a contract with you (please see paragraph 10 (Glossary) for a definition of performance of a contract)
To process and deliver your order including:(a) Manage payments, fees, refunds and charges(b) Collect and recover money owed to us(c) Arrange for our third-party direct suppliers to deliver products to you (known as ‘Drop Shipping’)(d) Personalise any products for you(e) To prevent and detect fraud against either you or Domu Brands(f) Take payment and create refunds (a) Identity(b) Contact(c) Financial(d) Transaction(e) Marketing and Communications (a) Performance of a contract with you(b) Necessary for our legitimate interests (to recover debts due to us)(c) On the basis of your consent
To manage our relationship with you which will include:(a) Notifying you about changes to our terms or privacy policy(b) Asking you to leave a review, feedback or take a survey(c) Dealing with an enquiry from you about our products/services and to develop customer relationships to help our business grow).(e) Help grow performance and consumer confidence by leaving reviews on our third-party suppliers (a) Identity(b) Contact(c) Profile(d) Marketing and Communications (a) Performance of a contract with you(b) Necessary to comply with a legal obligation(c) Necessary for our legitimate interests (to keep our records updated, to study how customers use third-party review sites
To administer and protect our business and our sites (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)  (a) Identity(b) Contact(c) Technical (a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise)(b) Necessary to comply with a legal obligation (please see paragraph 10 (Glossary) for a definition of comply with a legal or regulatory obligation)
To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you (a) Identity(b) Contact(c) Profile(d) Usage(e) Marketing and Communications(f) Technical Necessary for our legitimate interests (to study how customers use our products/services, to develop them, to grow our business and to inform our marketing strategy)
To use data analytics to improve our sites, products/services, marketing, customer relationships and experiences (a) Technical(b) Usage a) Necessary for our legitimate interests (to define types of customers for our products and services, to keep our sites updated and relevant, to develop our business and to inform our marketing strategy)b) To find out what you, and other customers, like
To make suggestions and recommendations to you about products or services that may be of interest to you (a) Identity(b) Contact(c) Technical(d) Usage(e) Profile (a) Necessary for our legitimate interests (to develop our products/services and grow our business)(b) On the basis of your request for this information or by joining our emailing database (consent)
If you register a warranty for a product purchased from us (including a warranty provided directly by one of our suppliers or manufacturers). (a) Identity(b) Contact(c) Transaction(d) Profile (a) Performance of a contract with you(b) Necessary for our legitimate interests (to enable a customer to register a warranty following the purchase of a product)c) Send you a warranty confirmation email
To provide customer service, support and manage returns (a) Identity(b) Contact(c) Transactiond) Profile a) Send order updates and delivery alertsb) Investigate any order queries
To confirm delivery of products by taking a photo and leaving a delivery note. (a) Identity(b) Contact(c) Transaction (a) Necessary for performance of a contract with you.(b) Necessary for our legitimate interests in order to confirm delivery and manage our ser 
To train our staff (a) Identity(b) Contact a) When you contact us, you will receive the best service possible


     Job applicants

     For job applicants, we may collect and process your personal data as follows:

Purpose/Activity Type of data Lawful basis for processing including basis of legitimate interest
If you apply for a job with us (a) Identity(b) Contact We will obtain your consent to process this data.


     Site users

     For site users, we may collect and process your personal data as follows:

Purpose/Activity Type of data Lawful basis for processing including basis of legitimate interest
To administer and protect our business (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data) Technical Data (a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise)(b) Necessary to comply with a legal obligation
To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to youWe use the types of personal data outlined below to improve user experience and identify any on-site issues.First name, last name, email address, user agent (browser), IP address, events, viewed products, order events, cart content, liked products, disliked products, external campaign attributions, clicked recommendations, order information, phone number, zip code, country code, sent emails. (a) Usage Data(b) Marketing Communications(c) Technicald) Identitye) Contact Necessary for our legitimate interests (to study how individuals use our sites, to develop it, to grow our business and to inform our marketing strategy)
Use responses from surveys, competitions and promotions (a) Usage Data(b) Marketing Communications(c) Technicald) Identitye) Contact Necessary for us to perform our contract with you if you cannot enter you cannot win.
To use data analytics to improve our sites, services, marketing, customer relationships and experiences (a) Technical(b) Usage Necessary for our legitimate interests (to define types of customers for our services, to keep our sites updated and relevant, to develop our business and to inform our marketing strategy)
To make suggestions and recommendations to you about goods or services that may be of interest to you (a) Identity(b) Contact(c) Technical(d) Usage(e) Profile Necessary for our legitimate interests (to develop our products/services and grow our business)
To provide you with the best customer service by using what you say to us over the phone, instant chat, via emails or social media a) Contactb) Identity Necessary to make improvements and solve any issues
To alert & remind you that you have items in your basket (a) Usage Data(b) Marketing Communications(c) Technicald) Identitye) Contact To contact you to help you complete your order if you have left items in your basket and have been unable to purchase on first attempt. Remind you of items that you wished to purchase that are waiting in a basket for you

 

34.4     Marketing

     We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising.

34.5     Promotional Offers from Us

     We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products and offers may be relevant for you (we call this marketing). If you have requested information from us or purchased goods from us prior to the 25th of May 2018, we will rely on our legitimate interests to market to you in relation to similar goods and information on our offers and news.

     For any new customers after the 25th of May 2018, we will request your consent to provide you with our marketing communications and, if you do not consent, we will not send you this information.

     You will receive marketing communications from us if you have consented to join our email database, requested information from us or purchased goods from us (prior to 25th May 2018) and, in each case, you have not opted out of receiving that marketing.

     We use third-party integrations to collect and analyse your information to give you the best user experience possible. The third-party integrations include PCA predict, Emarsys, Affiliate Window, Google Tag Manager, Facebook (Meta), Trustpilot, Pingdom, VWO, Klevu, Yotpo and Fospha.

34.6     Third-Party Marketing

     We will not share your information with any third parties for marketing purposes.

     Interacting with us on social media and the usage of shared content on www.vonhaus.com

     If you have mentioned one of our brands in a social media post by tagging @btfydotcom, @vonshef_uk or @vonhaus.uk on Instagram or facebook.com/btfydotcom or facebook.com/vonhausuk on Facebook or by using our brand hashtag #btfy, #vonhaus #vonshef or #spinningfield in a comment you may have received a request from us which asks permission to use the image which you have posted and OR commented on our websites and marketing materials.

     If you reply as stated in the comment, you accept that we will use the image on our websites and marketing materials. We will not share the image with any other third parties, it will only be re-posted on the relevant pages on our websites and marketing materials.

     Any photos, videos, or any other content that you submit through or to Us, or any content or information you publish through any social media and allow Us to feature, such as your name, social media handle, accompanying text, and any images, videos, or audio from your social media accounts (e.g. Twitter™, Instagram™, Pinterest™) (collectively, “User Content”) as long as the User Content submitted by you is subject to these Terms of Use.

     You agree that the User Content may be shared across social media and elsewhere on the internet including, but not limited to Domu Brands Ltd websites
( www.vonhaus.com and www.btfy.com) , marketing emails, blog posts, advertisements.

     Furthermore, you release Domu Brands Ltd from any obligations to pay you for the use of your pictures and for the intellectual property rights associated with the above described uses

34.7     Usage of tagged images from product page gallery

     If you have actively uploaded an image through our review system Yotpo (which appears on the specific product page gallery), then we will accept this as permission to re-post the tagged image on our websites and marketing materials. We will not share the image with any other third parties, it will only be re-posted on the relevant pages on our websites and marketing materials. 

     Marketing materials include but are not limited to: Domu Brands Ltd social media accounts, marketing emails, blog posts, web pages, paid advertisements and the social media accounts of our partners, retailers, and vendors.

34.8     Usage of tagged images from social media

      If you have actively tagged an image with our social media profile on Instagram @btfydotcom, @vonshef_uk or @vonhaus.uk on Instagram or facebook.com/btfydotcom or facebook.com/vonhausuk on Facebook or by using our brand hashtag #btfy, #vonhaus or #spinningfield in a post then we will accept this as permission to re-post the tagged image on our websites and marketing materials. We will not share the image with any other third parties, it will only be re-posted on the relevant pages on our websites and marketing materials.

34.9     Usage of Hashtags from social media

     If you have actively mentioned one of our brands in on Instagram @btfydotcom, @vonshef_uk or @vonhaus.uk on Instagram or facebook.com/btfydotcom or facebook.com/vonhausuk in a post then we will accept this as permission to re-post the tagged image on our websites. We will not share the image with any other third parties, it will only be re-posted
on the relevant pages on our websites.
     Any photos, videos, or any other content that you submit through or to Us, or any content or information you publish through any social media and allow Us to feature, such as your name, social media handle, accompanying text, and any images, videos, or audio from your social media accounts (e.g. Twitter™, Instagram™, Pinterest™) (collectively, “User Content”) as long as the User Content submitted by you is subject to these Terms of Use.

     You agree that the User Content may be shared across social media and elsewhere on the internet including, but not limited to Domu Brands Ltd websites ( www.vonhaus.com and www.btfy.com) , marketing emails, blog posts, advertisements and the social media accounts of our partners, retailers, and vendors.

     Furthermore, you release Domu Brands Ltd from any obligations to pay you for the use of your pictures and for the intellectual property rights associated with the above described uses

34.10     Opting Out

     You can ask us or third parties to stop sending you marketing messages at any time by contacting us at any time.

     Where you opt-out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a product purchase, warranty registration, product experience or other transactions.

     Business-to-Business Communications

     We do not collect personal data for our business customers, beyond business emails and a telephone number of you or your employees, as well as recording a history of contact.

     We rely on a legitimate interest to store and use this information because we need to communicate with you in order to provide our products and perform our functions, as well as responding to requests for information and placing orders.  We believe it is within your reasonable expectations that we will process this minimal contract information, and this will not impact the legal rights and freedoms of your and/or your employees. We also provide the opportunity for you to opt-out of any communications and you may exercise your data rights (set out below)

     35.     Cookies

     You can set your browser to refuse all or some browser cookies or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of our sites may become inaccessible or not function properly.

35.1     About Cookies

     A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.

     Cookies may be either "persistent" cookies or "session" cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.

     Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.

     Cookies can be used by web servers to identity and track users as they navigate different pages on a website and identify users returning to a website.

35.2     Our Cookies

     We use both session and persistent cookies on our sites.

     The names of the cookies that we use on our sites, and the purposes for which they are used, are set out below.

     We use cookies on our sites to recognise a computer when a user visits on our sites/track users as they navigate on our sites / enable the use of a shopping cart on our sites / improve our site's usability / analyse the use of our sites / administer our sites / prevent fraud and improve the security of our sites / personalise our sites for each user/target advertisements which may be of particular interest to specific users.

     Analytics cookies:

     We use Google Analytics to analyse the use of our sites.

     Our analytics service provider generates statistical and other information about our site use by means of cookies.

     The analytics cookies used by our sites have the following names: _utma, _utmb, _utmc and _utmz. The information generated relating to our sites is used to create reports about the use of our sites. Our analytics service provider's privacy policy is available at: http://www.google.com/policies/privacy/.

     Third-party cookies:

     Our sites also use third-party cookies.

     We publish Google AdSense interest-based advertisements on our sites. These are tailored by Google to reflect your interests. To determine your interests, Google will track your behaviour on our sites and on other websites across the web using the DoubleClick cookie. We publish Google AdSense advertisements on our sites. To determine your interests, Google will track your behaviour on our sites and on other websites across the web using the DoubleClick cookie. This behaviour tracking allows Google to tailor the advertisements you see on other websites to reflect your interests (we do not publish interest-based advertisements on this website). You can view, delete or add interest categories associated with your browser by visiting: http://www.google.com/settings/ads/. You can also opt-out of the AdSense partner network cookie using those settings or using the NAI's (Network Advertising Initiative's) multi-cookie opt-out mechanism at: http://www.networkadvertising.org/choices/. However, these opt-out mechanisms themselves use cookies, and if you clear the cookies from your browser your opt-out will not be maintained. To ensure that an opt-out is maintained in respect of a particular browser, you may wish to consider using the Google browser plug-in available at: https://www.google.com/settings/ads/plugin.

     Blocking cookies:

     Most browsers allow you to refuse to accept cookies; for example:

  • in Internet Explorer (version 10) you can block cookies using the cookie handling override settings available by clicking "Tools", "Internet Options", "Privacy" and then "Advanced";
  • in Firefox (version 24) you can block all cookies by clicking "Tools", "Options", "Privacy", selecting "Use custom settings for history" from the drop-down menu, and unticking "Accept cookies from sites"; and
  • in Chrome (version 29), you can block all cookies by accessing the "Customise and control" menu, and clicking "Settings", "Show advanced settings" and "Content settings", and then selecting "Block sites from setting any data" under the "Cookies" heading.

     Blocking all cookies will have a negative impact on the usability of many websites. If you block cookies, you will not be able to use all the features on our sites.

     Deleting cookies:

     You can delete cookies already stored on your computer; for example:

  • in Internet Explorer (version 10), you must manually delete cookie files (you can find instructions for doing so at http://support.microsoft.com/kb/278835);
  • in Firefox (version 24), you can delete cookies by clicking "Tools", "Options" and "Privacy", then selecting "Use custom settings for history", clicking "Show Cookies", and then clicking "Remove All Cookies"; and
  • in Chrome (version 29), you can delete all cookies by accessing the "Customise and control" menu, and clicking "Settings", "Show advanced settings" and "Clear browsing data", and then selecting "Delete cookies and other site and plug-in data" before clicking "Clear browsing data".

     Deleting cookies will have a negative impact on the usability of many websites.

35.3     Change Of Purpose

     We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.

     If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

     Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

     36.     Disclosures of your personal data

     We may have to share your personal data with the parties set out below for the purposes set out in the table in paragraph 4 above.

  • Internal third parties such as our employees or officers and legal entities within the Domu Brands group of companies.
  • External third parties including payment providers, specialist IT support, data analytics and technology providers, suppliers and sub-contractors, Direct Home Delivery Suppliers,  for the management and taking of payments, performance of our sites and our applications, arranging delivery to you and to facilitate any contract we enter into with them or you ( for more information please contact us using the details provided in this Policy).
  • Professional advisers include lawyers, bankers, marketing agencies, auditors and insurers who provide consultancy, banking, legal, insurance and accounting services.
  • Credit reference agencies, law enforcement and fraud prevention agencies to help us prevent and deal with fraud;
  • HM Revenue & Customs, regulators and other authorities who require reporting or processing activities in certain circumstances.
  • Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice.

     We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

36.1     International transfers

     To perform the contract with you, provide our goods and services or provide you with requested materials and information, we may share your personal data between countries that we operate and with online review and communication platforms.      This will involve transferring your data outside the European Economic Area (EEA).

     Countries to which we may transfer your personal data outside of the EEA either have an adequate level of protection for personal data by the European Commission or we have ensured that adequate safeguards are in place, for example, Privacy Shield or specific contracts approved by the European Commission which give personal data the same protection it has in Europe.

     For further details, see European Commission: Model contracts for the transfer of personal data to third countries.

     Please contact us if you want further information on the specific mechanism used by us when transferring your personal data out of the EEA.

     In addition, our employees and officers will be able to access emails and our IT systems whilst outside the EEA, in the course of their employment.  This does mean that your personal data is accessible whilst outside the EU, however, we have assessed the risk and ensured adequate safeguards are in place, including the following:

  • Secure email with a password
  • Password-protected and encrypted IT systems
  • IT security measures
  • Training of our employees on data protection
  • Robust policies and procedures
  • Obligations in our contracts with employees

36.2     Data security

     We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

     We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

36.3     Data retention

     How Long Will You Use My Personal Data For?

     We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

     To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

     For customers:

     Personal data

     Your personal customer data will be stored for no longer than 7 years from when you last purchased a product from us, or 2 weeks following a request for this information to be deleted, providing we have no other legal basis or requirement to retain it.

     Record of sale data

     Data relating to purchase(s) will be stored for no longer than 7 years from when you last purchased a product from us, or 2 weeks following a request for this information to be deleted, providing we have no other legal basis or requirement to retain it.

     Email & Marketing data

     If you have registered to receive communications from us as part of our mailing list, then we will keep your personal data for 2 years, at which time we will contact you to ensure you are happy to remain on the mailing list. If you do not want to continue to receive emails, we will no longer send you updates and will automatically delete your personal data at that time, providing we have no other legal basis or requirement to retain it.

     For site users, we will usually keep data for 2 years.

     For job applicants, we will usually keep data for 2 years.

     In some circumstances you can ask us to delete your data: see Request erasure below for further information.

     In some circumstances, we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.

36.4     Your legal rights

     Under certain circumstances, you have rights under data protection laws in relation to your personal data.

     Marketing

     We will inform you (before collecting your data) if we intend to use your data for marketing purposes. We will only use your data for this if you have agreed in advance. 

     Correction Of Information

     If you notify us that the personal data we hold is complete or inaccurate we will correct or complete the information as soon as possible.

     Deletion Of Information

     You have the right to request that your personal data be deleted; including if we no longer need it for the purpose we collected it, or you withdraw your consent.

     Following such a request we will erase your personal data without undue delay unless continued retention is necessary and permitted by law. If we made the personal data public, we will take reasonable steps to inform other data controllers processing about your erasure request.

     Object To Processing

     You have the right to object to us processing your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object to where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.

     Restriction On Processing

     You have the right to request that we suspend processing your personal data, but hold it for you, in the event the personal data we hold is inaccurate, the processing is unlawful or we no longer need the personal data. Once the processing is restricted, we will only continue to process your personal data if you consent or we have another legal basis for doing so.

     Access To Information

     You have the right to access information held about you and any access request will usually be free of charge. We will endeavour to provide information in the format requested, but we may charge you a reasonable fee for additional copies.

36.5     Data Portability

     You have the right to receive a copy of your personal data which you gave to us. The copy will be provided in a commonly used and machine-readable format.  You can also have it transmitted directly from us to another data controller, where technically possible.

     If you wish to exercise any of the rights set out above, please contact us.

     No fee is usually required

     You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

     Withdraw consent at any time

     You may withdraw your consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

     What we may need from you

     We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

     Time limit to respond

     We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

36.6     Klarna

     In order to be able to offer you Klarna’s payment options, we will pass to Klarna certain aspects of your personal information, such as contact and order details, in order for Klarna to assess whether you qualify for their payment options and to tailor the payment options for you.

     General information on Klarna you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna’s privacy policy.

36.7     GLOSSARY

     LAWFUL BASIS

     Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us.

     Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.

     Complying with a legal or regulatory obligation means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.

 FAIR PROCESSING NOTICE

Consent to join VonHaus Marketing/CRM Database

Domu Brands Limited, (Company No. 07047520) (we/us/our) are committed to protecting and respecting your privacy. VonHaus is a trading name of Domu Brands Ltd.

To register you as a member of the email marketing/CRM database (the Database), and to communicate with you in relation to news about us, our selected partners and other matters we believe will be of interest to you, we will need to process personal data.   Whilst our Privacy Policy applies to our processing of any personal data, this notice provides information you need to be aware of before agreeing to join the Database.  This notice is specific to the use of this Database and will apply if there are any differences between this and the Privacy Policy. References to personal data in this notice will relate to the information you provide when joining the Database only and not any other information provided to us for a different purpose.

We rely on your consent to join the Database and to process such personal data. Consent is given when you either enter your email into the pop-up/banner, tick the consent check box at checkout, or complete a linked form in an email campaign. Please note, that you have a right to withdraw your consent for processing at any time by emailing [email protected]  or writing to us at 6th Floor, The Tower, Deva City Business Park, Trinity Way, Manchester, United Kingdom M3 7BF.  We will stop processing unless we have no other legal basis or requirement to do so and remove your personal data from the Database within 2 weeks. You have the option to ‘unsubscribe’ from the Database in every email we send to you.

30.1 What we collect

We may collect the following information:

  • Name;
  • Contact information and email address; and
  • Demographic information such as postcode, preferences and interests.

Uses made of the information

We may provide you with information about other services we offer and to notify you about changes to our service.

We may use the information you provide, and any responses to our emails to help us understand our member’s use of the Database and how we may improve it.

Transfers

We will not transfer your personal information outside of the European Union without your prior consent.

30.2 Disclosure of Information

We will disclose your email address to our communication partners, who currently include:

  • Yotpo who provide us with an independent review and feedback service
  • Trustpilot who provide us with an independent review and feedback service
  • Emarsys who personalise your shopping experience and facilitate the distribution of our email marketing campaigns

Our partners take the privacy of your data as seriously as we do. Their privacy policy can be found below:

 

30.3 How long your email data will be stored

Your personal email data will no longer be stored for marketing purposes within 2 weeks following you ceasing to be a registered member of the Database and we will stop processing your personal email data unless there is another legal basis or requirement to do so. We will contact you every 2 years to confirm that you would still like to be a member of our email Database.

30.3 Correction of information

If you notify us that the personal data we hold is complete or inaccurate we will correct or complete the information as soon as possible.

30.4 Deletion of information

You have the right to request that your personal data be deleted, including if we no longer need it for the purpose we collected it; or you withdraw your consent.

Following such a request we will erase your personal data without undue delay unless continued retention is necessary and permitted by law. If we made the personal data public, we will take reasonable steps to inform other parties who are processing it about your erasure request.

30.5 Restriction on processing

You have the right to request that we stop processing your personal data, but hold it for you, in the event the personal data we hold is inaccurate; the processing is unlawful or we no longer need the personal data.

Once the processing is restricted, we will only continue to process your personal data if you consent, or we have another legal basis for doing so.

30.6 Access to information

The Data Protection Laws give you the right to access information held about you. Any access request will usually be free of charge. We will endeavour to provide information in a format requested, but we may charge you a reasonable fee for additional copies.

30.7 Data Portability

You have the right to receive a copy of your personal data which you gave to us. The copy will be provided in a commonly used and machine-readable format.  You can also have it transmitted directly from us to another data controller where technically possible

30.8 Complaints

You have the right to make a complaint with the Information Commissioner's Office at the following address:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113

Website: https://ico.org.uk

30.9 Contact

Questions, comments and requests regarding this notice are welcomed and should be addressed to [email protected] or write to us at 6th Floor, The Tower, Deva City Business Park, Manchester, M3 7BF.

 

19.     Promotional Events

Event name: Up to 40% Off Furniture Sale*

19.1      The sale event includes items from the following category: https://www.vonhaus.com/vh_en/offers/furniture-offers

19.2      The offer is valid from 26th December, timings can be subject to change

19.3      No promotional code a needed

19.4     We reserve the right to change or cancel this promotional event at any time

 

Event name: 30% Off Standing Desks | Use code DESK30

19.5     The sale event includes items from the following category: https://www.vonhaus.com/vh_en/home-office/desks/sit-stand-desks 

19.6      The offer is valid until 6th January, timings can be subject to change

19.7     Use code DESK30 to redeem 30% discount

19.8     We reserve the right to change or cancel this promotional event at any time

 

Terms & conditions of sale

DOMU BRANDS LIMITED trading as VONHAUS

1.    These terms

1.1   What these terms cover. These are the terms and conditions on which we will provide products to you through our website www.vonhaus.com.  They also set out how we manage deliveries, returns and cancellations. Where our products are sold from third party websites, e.g. Amazon, eBay etc, the terms and conditions of those third parties will apply to the sale of the products sold from their websites, to the extent they are different to or conflict with these terms (otherwise these terms will apply). 

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. 

 

2.    Information about us and how to contact us

2.1      Who we are. We are Domu Brands Limited trading as Vonhaus, a company registered in England and Wales under Company number 07047520, whose trading address is: Unit 30, Stakehill Industrial Estate. Middleton M24 2RW. Our registered VAT number is GB993263095. 

2.2     How to contact us. You can contact us by email at [email protected] 

2.3     How we may contact you. If we have to contact you, we will do so by email or if requested by telephone number 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.

 

3.   Our contract with you 

3.1     How to place an order with us. You must add the products you wish to purchase to your shopping basket, and then proceed to the checkout. At time of checkout you must select your preferred method of delivery and confirm your order and your consent to these terms. You will then be required to make payment following which you will be able to see full details of the products you purchased set out in the confirmation email, and the “My orders” section of “My Account” if you have an account with us.    

3.2      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. 

3.3      If we cannot accept your order. If we are unable to accept your order (e.g., because a product is no longer available), we will inform you of this and will not charge you for the product. 

3.4      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. You can also track your order on our website.

3.5     Pre-ordering. Items that have a pre-order badge and text 'pre-order for delivery on or before #### date' ‘or pre order for delivery when available’ can be pre-ordered and will be delivered to you on or before the date posted on the product page listing. If an order is placed with the Next Day option on a Pre-Order item, the order will be shipped on a next day service when the stock is available. 

4.    Products may vary from their pictures. 

The images of the products on our website are for illustrative purposes only. Your product may vary from those images, providing there are no significant differences.

 

5.    No option to make changes to orders. Once an order is accepted, we are unable to make changes to it due to administrative restrictions and automated dispatch processes. 

 

6.    Our rights to make changes 

6.1    Minor changes to the products. We may change the product: 

a) to reflect changes in relevant laws and regulatory requirements; and 

b) to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the product.

6.2    More significant changes to the products and these terms.  If we make any significant changes to the products which have a material impact of characteristics such as size, function, shape, 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.    Delivery

7.1     Types of products. We have 2 categories of products, ‘small’ and ‘large’ We will confirm prior to order confirmation whether delivery to your location is possible.

7.2    Small Products. For small products we deliver to the whole of the United Kingdom of Great Britain and Northern Ireland, and Isle of Man with no additional delivery charge. For confirmation, we do not deliver to the Channel Islands. 

7.3    Large Products. We do not deliver large products to Northern Ireland, the Isle of Wight, Isle of Man, Isle of Scilly, Scottish Highlands north of Glasgow (for full details of excluded postcodes see here.) Otherwise, delivery is available at an additional charge which will be specified during checkout prior to the order being placed.

7.4    Next day delivery. Next day delivery is usually available for small products ordered before 1pm Monday to Thursday for non exception postcodes and BFPO addresses, as defined in section 7.3 and this cost will be specified during checkout  (products ordered after 1pm will arrive a day later).

7.5    When we will provide the products. During the order process we will let you know when we will provide the products to Our couriers deliver Monday - Friday between 8am-9pm. In some instances they may deliver on a Saturday or Sunday but this is not guranteed. Our couriers do not delivery on public holidays.

7.6    We are not responsible for delays outside our control. We will do our  best to dispatch products on time and ensure they are provided to our couriers, who will then have responsibility to meet any dates  agreed with you for delivery of the products. If delivery is delayed by an event outside our  or our partner’s control, such as adverse weather or industrial action, then we (or our couriers) 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.

7.7     Your responsibilities and obligations for a successful delivery. You must provide the correct delivery address when placing the order and we cannot change this address once submitted, in order to prevent the risk of fraud

7.8     Delivery Tracking . We will notify you upon dispatch of the products. You will then receive an email with tracking details directly from the nominated courier when your item(s) are out for delivery.  Enter the tracking number provided into the couriers tracking form on their website.

7.9    Delivery process, receipt and signature. You can agree additional delivery instructions with our third party courier s using their usual process. Our partners will be responsible for agreeing and complying with these instructions. You will be contacted by our couriers once your order is confirmed and we recommend downloading their mobile application or otherwise following the couriers specific process.

7.10    Additional charges. Please note that a failed delivery may result in additional charges to cover the costs of making a second attempt or re-delivery- this will be confirmed to you when making alternative arrangements.     

7.11  Delivery Access and Ground floor deliveries. Please note that you must ensure reasonable access to your property which complies with our courier s requirements. Specific instructions must be agreed with the courier      and not us. You will be responsible for any additional costs caused by you not following the agreed delivery instructions or ensuring access. Please note, unless otherwise agreed with the courier  directly, our couriers can only deliver to ground floor entrances, they cannot deliver to upper-level property entrances .

7.12  Collection. If your products are not able to be delivered the courier  will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection. If you arrange with the courier to collect the products from the courier’s delivery centre, then such collection is at your responsibility and cost.          

7.13  Delivery problems.  You can contact us by email at [email protected]. If our courier is unable to deliver your products, and such failure is your fault, we or our courier  may agree to arrange for re-delivery of the products; however, we or our courier reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge). An indicative list of the situations where a failure to deliver will be your fault, and may be subject to a re-delivery charge, is set out below:
●    you provided the wrong address for delivery;
●    there is a mistake in the address for delivery that was provided and this mistake was caused by you;
●    the address for delivery is not reasonably accessible by the courier;
●    the address for delivery cannot safely be accessed;
●    if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
●    if failure is because the product qualifies as an undeliverable order (see 7.15 below) because of something you have done or failed to do; 
●    if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.


7.14  Undeliverable Orders If a product is undeliverable, it will be returned to us or our courier’s delivery centre and may be subject to re-delivery charges. There are several reasons why a parcel may be returned, including:
●    Incorrect address; If the address supplied is incorrect or outdated the parcel will typically by returned to us by the courier or the unintended recipient.
●    Incorrect address format; If our system does not recognise the way an address was entered the parcel may be assigned to a courier who is then unable to locate your address.
●    Failed Delivery Attempts; If the courier cannot successfully deliver a parcel it will be returned to their delivery centre or to us.
●    Illegible Address; In rare cases address labels may become impossible to read in transit. If that happens a courier will return the parcel to us.
●    Damaged in Transit; If a parcel is damaged while it is on its way to you the courier may return it without attempting delivery. 
●    Dangerous or insufficient access: If the shipping agent cannot safely deliver the product to your premises, it may be returned to us and you may be charged. Please note this is particularly important for larger items and furniture.    

 
7.15  Delivery to drop-off hub. If you arrange with our courier for the product to be delivered to a drop-off hub, such as Argos or Sainsbury lockers, then we and our couriers are only responsible for the delivery of the product to the specified hub. The hub operator is responsible for all actions, damage or loss at the hub location and you are responsible for collecting the product from the hub within the specified time scale and any costs for doing so.     

7.16 Third party fitters & bookings. Please note that we are not liable for any third party bookings made with fitters that may require cancellation due to early or late deliveries.

 

8.    Providing the products

8.1    When you become responsible for the products. We are responsible for the products while they are with us. The products will be your responsibility from the time we deliver them to the address you gave us at checkout.

8.2    When you own the products. You own the products when we have received payment for them in full and we have delivered them to you.

8.3    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 payment information, delivery address and mobile phone number. 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 are not responsible for any delay and we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result.

 

9.    Your rights to end the contract

9.1  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:
(a)    we have told you about an upcoming significant change     to the product or these terms which you do not agree to;
(b)    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;
(c)    there is a risk that supply of the products may be significantly delayed because of events outside our control; 
(d)    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 3 months; or
(e)    you have a legal right to end the contract because of our breach of the contract.      

9.2    Exercising your right to change your mind. For most products bought online you have a legal right to change your mind within 14 days of receipt and receive a refund excluding non standard delivery costs and return costs (see clause 10  below)

9.3    When you don't have the right to change your mind.  You do not have a right to change your mind in respect of:
(a)    products sealed for health protection or hygiene purposes.

9.4    How long do I have to change my mind? You have 14 days after the day you receive the products, unless your products are split into several deliveries over different days. In this case you have until 14 days after the day you receive the last delivery to change your mind about the products.   

 

10.  How to end the contract with us and refunds

10.1    Tell us you want to end the contract. To end the contract with us, please us at [email protected]. Please provide your name, home address, details of the order and, where available, your phone number and email address.

10.2    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 within 14 calendar days of letting us know, to the address provided by us. You are responsible for arranging returns.  Contact us at [email protected] to arrange a return or collection. Typically the collection/re-delivery will be organised by the customer but only rates accepted by Domu.      

10.3    Authorisation/tracking number must be used. You will be provided with a return authorisation/tracking number which must be referenced on any returns.

10.4    Costs of Return/Collection. We will pay the costs of return if the products are faulty or misdescribed, or if you are ending the contract because of our breach or failure under contract. In all other circumstances, we will charge you the costs of return or if you arrange returns through a carrier of your choice, you will be responsible for all of their costs. 

We deduct the cost of the return your refund.  Additional fees include;  £3.99 charge for a drop off, £6.99 for collection & £20-£40 for large item collection.

We will provide you with a link to our courier delivery partner’s website where you can obtain a return label and authorisation number to be attached to the product.  

10.6    How we will refund you.  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.

10.7    Deductions from refunds if you are exercising your right to change your mind. If you handle the product in a way that would not be acceptable in-store, we will reduce your refund, to compensate us for its reduced value.    For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, any presentation packaging is damaged (if applicable) or accessories are missing. Please note, for furniture or large items that you have built, this deduction still applies and we require all items to be dismantled and packaged for collection, which includes making them available on a pallet if that is how they were provided.  Refunds will be provided after the inspection of returned products. In order to return the item in resalable condition it is recommended you keep and use the original packaging for the return, including internal protective packing, to ensure the product is received back in perfect condition. If this isn’t possible, protective packaging must be sought. Please note that damages incurred through not ensuring the item is protected, or other misuse, may result in a deduction of up to 75% on any refund. 

10.8    We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time. 

 

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:

(a)  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;

(b)  you do not, within a reasonable time, allow us to deliver the products to you; or 

(c)  you do not, within a reasonable time, allow us access to your premises to deliver the products. 

11.2 You may compensate us if you break the contract. If we end the contract in the situations set out in 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 compensation for the net costs we will incur as a result of your breaking the contract. 

 

12.   If there is a problem with the product

12.1    If there is a problem with the product or it is not operating correctly, you must contact us immediately.

12.2    How to tell us about problems. If you have any questions or complaints about the product, please email us at [email protected]  

12.3    Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must return them to us or, for larger items, allow us to collect them from you. We will only pay the costs of postage or collection where the item is faulty or damaged, in all other instances the customer will pay. Please contact us at [email protected]   to arrange return or collection. Larger products delivered on a pallet will need presenting on a pallet and wrapping, and be left in an accessible place for return on flat land suitable for tail lift access.

12.4    Authorisation/tracking number must be used. You will be provided with a return authorisation/tracking number and label for smaller products, which must be provided with returned items.  This clause, 12.4 does not apply if the damage to the products is caused by you or someone else.

 

13.    Price and payment

13.1    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. 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 discover the error after we have provided confirmation of the order, we will contact you as soon as possible and may cancel the order and contract in these circumstances.

13.2    When you must pay and how you must pay. We accept payment with all major credit cards that are registered to a UK billing address. We also accept payment by PayPal. You must pay for the products before we dispatch them.      

13.3    Klarna. We offer a Buy Now Pay Later purchase option which is supported by Klarna Financial Services UK Limited (publ), Sveavägen 46, 111 34 Stockholm, Sweden further information and Klarna's user terms can be found here and general information on Klarna can be found here . Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna's privacy statement.

13.4    Associated charges. If your direct debit payment is declined by the bank, we will charge: 
(a)    An amount equal to the charge back; 
(b)    An amount equal to any bank charges that we incur as a result; and 
(c)    An administrative fee of £25.00 plus VAT.

13.5    VAT. For all United Kingdom orders VAT is included within the price.  

 

14.    Our responsibility for loss or damage suffered by you

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

Unexpected. it was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

Caused by a delaying event outside our control. Providing we have made reasonable efforts to avoid the delay.

Avoidable. Something you could have avoided by taking reasonable action. For example, damage to your house by the way you have used or built the products, which is not in accordance with instructions.

A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

 

15.  How we may use your personal information We will only use your personal information as set out in our Privacy policy here 

 

16.   Other important terms

16.1    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.

16.2    You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

16.3    Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

16.4    If a court finds part of this contract illegal, the rest will continue in force. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

16.5    Even if we delay in enforcing this contract, we can still enforce it later.  We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

16.6    Which laws apply to this contract and where you may go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

 

17.   Live promotions

These terms and conditions are subject to any other terms and conditions provided on this website or otherwise by the Company at the time of entering the competition. By entering this competition, each entrant confirms that he/she has read and understood these terms and conditions.

17.1    The Competition - VonHaus Newsletter Signup Giveaway

        (a) The competition promoter is Domu Brands, 6th Floor The Tower, Deva City Office Park, Trinity Way, Manchester
        (b) The competition may be modified or withdrawn at any time
        (c) The draws will take place on the last Friday of every third month, beginning with 26/01/2024

17.2    Competition Entry

        (a) To enter, Entrants are required to enter a valid email address and tick the consent box which indicates their agreement to receive communication through this channel
        (b) The competition is only open to those who are aged 18+ and are UK residents. Proof of identity and age may be required
        (c) The Company’s employees and their immediate families, the Company’s agents and anyone professionally connected with the prize draw are eligible to take part, however, will not be considered to win a prize.
        (d) The Company reserves the right to check the validity of any entry. Entries failing to comply with these rules may not be accepted
        (e) No responsibility is accepted for entries that are lost, damaged, or delayed for whatever reason, including without limitation due to computer, network and/or user error.
        (f) Only one entry per email address will be accepted. Multiple entries will be eliminated.

17.3    Winner Selection

Subject to the terms set out below, an online random generator will select one winner out of all valid entries.

        (a) The decision is final. No correspondence will be entered into
        (b) The Company will use its discretion to select a replacement winner in the event this is necessary.

17.3    The Prize

        (a) One lucky winner will win £100 store credit that can be used for purchasing any products sold at VonHaus.com
        (b) The prize is as stated, and no cash or other alternatives will be offered.
        (c) If, due to circumstances beyond the Company’s control, the Company is unable to provide the stated prize, it reserves the right to award a substitute prize of equal or greater value. 
        (d) The winners will be notified within 7 days of when the competition runs. The winners will be notified by Vonhaus marketing team via email. 
        (e) Reasonable efforts will be made to contact the winner(s). If the winner(s) cannot be contacted or are unable to comply with these terms and conditions, the Company reserves the right to offer the prize to any other eligible entrant.
        (f) The prize will be issued as a store credit directly to the winner’s Vonhaus account. If the winner does not have an existing Vonhaus account, they will be required to create a new account in order to receive their prize.

17.4    Exclusion of liability

The Company shall not be responsible for and shall not cover nor insure any entrants and winner, and third parties from and against any and all actions, claims, proceedings, losses, liabilities, damages, penalties, fines, judgments, costs, charges, and expenses of whatever kind and nature relating to the vouchers and prizes in any way.

        (a) We reserve the right to withdraw this prize draw at any time. Domu Brands decision to end the giveaway is final and no correspondence will be entered into.

17.5    General

This promotion is in no way sponsored, endorsed, or administered by or associated with any third party.

        (a) By supplying your details you are agreeing to receive information, promotions and offers from Domu Brands via email. You can unsubscribe at any time, for more information see our privacy policy.
        (b) The Company is compliant with the Data Protection Act and will not pass on your details to any third party without your prior consent. Further details can be found in the Company’s Privacy Policy.
        (c) These Terms and Conditions shall be governed by the laws of England and Wales, whose courts shall have exclusive jurisdiction.

18.    The Competition - VonHaus & 11 Central Manchester Instagram Giveaway 
        (a) The competition promoter is Domu Brands, 6th Floor The Tower, Deva City Office Park, Trinity Way, Manchester 
        (b) The competition may be modified or withdrawn at any time 
        (c)  The competition will run from 4pm on Friday 9th February 2024 until 4pm on Friday 16th February 2024, with the winner announced and contacted within 7 days of the competition closing. Any entries received outside of this period (for whatever reason) will be invalid. 
(d) The competition is run by the VonHaus Instagram account alongside 11 Central – spam accounts that ask to click on a link should not be engaged with.  
 
18.1    Competition Entry 
Entry is free of charge and no payments are required in order to participate. 
        (a) To enter, entrants must comment the answer to the question in the caption.  
        (b) The competition is only open to those who are 18 years or over and who are residents of the UK. Proof of identity and age may be required. 
        (c) The Company’s employees and their immediate families, the Company’s agents and anyone professionally connected with the prize draw are eligible to take part, however, will not be considered to win a prize. 
        (d) The Company reserves the right to check the validity of any entry. Entries failing to comply with these rules may not be accepted. 
        (e) No responsibility is accepted for entries that are lost, damaged or delayed for whatever reason, including without limitation due to computer, network and/or user error. 
        (f) Entrants may submit as many entries as they wish but no entrant may win more than one prize. 
18.2    Winner Selection 
Subject to the terms set out below, an online random generator will select one winner out of all valid entries. 
        (a) The decision is final. No correspondence will be entered into 
        (b) The Company will use its discretion to select a replacement winner in the event this is necessary. 
18.3    The Prize 
        (a) One lucky winner will win the set prize of Gin Tasting for 4 at 11 Central, along with 4x cocktail sets. 
        (b) The prize is as stated, and no cash or other alternatives will be offered. 
        (c) If, due to circumstances beyond the Company’s control, the Company is unable to provide the stated prize, it reserves the right to award a substitute prize of equal or greater value.  
        (d) The winners will be notified within 7 days of when the competition closes. The winners will be notified from the VonHaus Instagram account in the comments and will be directed to contact the VonHaus Instagram account to claim their prize. 
        (e) Reasonable efforts will be made to contact the winner(s). If the winner(s) cannot be contacted or are unable to comply with these terms and conditions, the Company reserves the right to offer the prize to any other eligible entrant. 
       (f) The winner must be able to travel to 11 Central, MediaCityUK, Salford to claim the prizes and attend the gin tasting session. 
       (g) Gin tasting session dates are subject to availability. 
        (h) The winner will be put in contact with 11 Central, who will arrange the gin tasting session. 
 
18.4    Image rights 
All competition entries and any accompanying material submitted to the Company will become the property of the Company on receipt and will not be returned. 
By submitting your competition entry and any accompanying material, you agree to:  
        (a) assign to the Company all your intellectual property rights with full title guarantee 
        (b) waive all moral rights, in and to your competition entry and otherwise arising in connection with your entry to which you may now or at any time in the future be entitled under the Copyright, Designs and Patents Act 1988 as amended from time to time and under all similar legislation from time to time in force anywhere in the world. 
        (c) the Company may, but is not required to, make your entry available on its website and any other media, whether now known or invented in the future, and in connection with any publicity of the competition.  
        (d) grant the Company a nonexclusive, worldwide, irrevocable licence, for the full period of any intellectual property rights in the competition entry and any accompanying materials, to use, display, publish, transmit, copy, edit, alter, store, re-format and sub-licence the competition entry and any accompanying materials for such purposes. 
18.5    Exclusion of liability 
The Company shall not be responsible for and shall not cover nor insure any entrants and winner, and third parties from and against any and all actions, claims, proceedings, losses, liabilities, damages, penalties, fines, judgments, costs, charges, and expenses of whatever kind and nature relating to the vouchers and prizes in any way. 
18.6    General 
This promotion is in no way sponsored, endorsed, or administered by or associated with Instagram or Meta. 
        (a) The Company is compliant with the Data Protection Act and will not pass on your details to any third party without your prior consent. Further details can be found in the Company’s Privacy Policy. 
        (b) These Terms and Conditions shall be governed by the laws of England and Wales, whose courts shall have exclusive jurisdiction.