Terms & Conditions
These Terms and Conditions apply to every order placed with prom-stor.com and any Prom-Stor branded concessions in stores and the use of the prom-stor.com website or concession portals (“Website”). We're passionate about our customers and making sure that you're happy and so the following sets out the terms and conditions that apply to your order in what we hope is a straight-forward and customer friendly way.
Our Contract with you
When you place an order, you are offering to buy the product(s) from us and we will send you an order acknowledgement. However, your order will only be accepted by us once your product(s) have been delivered to you. Until then we can decline to supply the goods – we will try to ensure that this never happens but we do, however, reserve the right not to fulfil your order for any reason if, for example, we have made an error on the price or similar or we simply can't get hold of the model you need. In the event of these circumstances we will refund you any price you’ve paid to us. We reserve the right not to accept an order for any reason and we won’t be liable to you or anyone else in these circumstances.
We display our availability on the Website and when you can have an item delivered. Where we display the earliest available delivery day prior to the checkout, postcode restrictions may apply. For the most accurate delivery date to your home, you can enter your postcode when you’re in the checkout.
We deliver thousands of products a week and so we have to rely on a computer system for our stock control. Computers are better than people at this stuff on a big scale but even they occasionally get it wrong. If we get this wrong we will tell you as soon as we know and we will try to sort it out for you.
We try to specify accurate dimensions for every product listed on our Website. However, please be aware that the product dimensions do not include any protruding features such as controls and handles etc and product dimensions represent the casing of the product only. Whilst we try to be as accurate as possible, all sizes, weights and measurements quoted on the website are approximate only. Similarly, we've made every effort to display all product colours accurately. However we can't guarantee that the image displayed on a monitor or screen will accurately reflect the true colour of the product delivered to you. Please also be aware that colours may differ between manufacturers. Whilst every effort has been made to ensure that product specifications are correct on the website, due to continual product development through research & design, specifications may change without notice.
Any customer reviews of the products we sell are the opinions of customers and do not form part of the specification or description of the product. We shall not be liable if any of the information contained in a customer review proves inaccurate.
You acknowledge and agree that:
The copyright in the photos, videos, data and text used on our website belongs to us or our suppliers and the general look and feel and format of our Website belongs to us. You are permitted to use this material only as expressly authorised by us or our suppliers.
We are entitled to change or amend our Website without giving you notice (but the terms and conditions applicable when you placed your order will continue to apply to those products).
All the prices we display include VAT and exclude delivery and other services such as disconnection & disposal of your old product, or connection/installation, unless stated specifically on the Website or when you order in-store.
Our 'Price Match Promise' service matches the price of the product including any delivery charges applied by specified competitors, subject to certain conditions.
From time to time we may offer products at sale or promotional prices. Any such offers will apply to selected products and be subject to availability. Delivery charges, conditions and geographical exclusions may apply. Please refer to individual product information for pricing. We may also offer delivery and services (including installation) at a reduced rate as part of a promotion. This is subject to availability and can be withdrawn at Prom-Stor's discretion. For example, a promotion offering Free Next Day delivery is only valid whilst we have the capacity to offer Next Day Delivery. This is capped at 5pm in some parts of the UK. Some of our products are not held in stock in our warehouse, and are held by our partners or ordered from manufacturers. These products may not be eligible for any delivery promotions. You’ll be able to see the next available delivery date on each product page on our Website.
You won't be surprised to learn that you can pay with more or less any type of credit/debit card. This includes Maestro, Delta, MasterCard, American Express or Visa card and we do all we can to ensure your details are secure. We also accept Google Pay and Apple Pay on all online orders, and this doesn't cost you any extra. If there are any problems with receiving payment we'll let you know.
From time to time we’ll offer discount codes on selected products. Discount codes will be available for limited time. They’re also subject to availability and can be withdrawn at any time. Discount codes can't be used in conjunction with our Price Match Promise. Discount codes can only be redeemed on prom-stor.com and you can only use one discount code per order. If you’re returning part of an order that’s had a discount code applied, your refund will be for the full amount minus the discount applied.
If you're not happy with your product or you’ve simply changed your mind, you’ll need to let us know within 30 days of delivery to receive a refund of the cost of the product (this is longer than outlined in your statutory rights, which gives you a 14-day cooling-off period for distance (e.g. online) sales only). We’re happy for you to unpack the appliance and have a proper look at it. However, if you have used the product or had it installed, we may not be able to sell it to someone else. This means that where the value of the product is reduced by your use, we may only make a partial refund, or charge you for the reduction in value. If you have not used the product and it is returned to us in the original packaging, you will receive a full refund. Your refund will be made within 14 days of collection of the appliance. For hygiene reasons we’re only able to refund personal care items (for example dental care, hair care, grooming & shaving, hair removal or health & wellbeing products) which are returned to us unused and in their original packaging with hygiene seals still intact.
If Products are Faulty
If you’re reading this section, we’re sorry. We work closely with our manufacturers to sell quality electricals, but sometimes things do go wrong. Here’s how we’ll fix it...
It’s important to us to offer products that are fit for purpose, but for your added assurance, it’s also our legal responsibility. The Consumer Rights Act 2015 states that, as a customer, you have a legal right to either a refund, repair or replacement for products that are faulty or not what you expected.
The solutions below are based on the timelines outlined in the Consumer Rights Act 2015 for products purchased from 1st October 2015 onwards, and those outlined in the Sale of Goods Act for those bought before this date.
Sometimes issues that appear to be faults could be problems that arise during installation or setup. If that’s the case, we’ll do our best to get this fixed for you over the phone. This is also why we ask that faults are confirmed with the manufacturer. This way, we’re able to make sure there’s not another reason for the problem.
- If a fault is confirmed within 30 days of delivery, just let us know and you’ll be able to return it for a full refund, or have it repaired or replaced. The same applies if a fault is confirmed within 30 days of purchase of a take-away item from one of our Prom-Stor store.
- If a fault is confirmed after 30 days of delivery (but within 6 months of owning it), just let us know and you can choose whether you’d like us to either repair or replace it for you.
- In some cases, we may not be able to offer your preferred option if it is disproportionate to the other (e.g. because it has a much higher cost to us than the alternative). If that’s the case, you’ll still be offered a repair or replacement to fix the issue, but not the choice of either.
- If it’s not possible for us to offer a repair or replacement, you can choose to keep the product and receive a partial refund or return the product and receive a full refund.
- If you find a fault 6 months after delivery and you’re able to prove that the fault/defect was there when we delivered it, we’ll offer the same resolution mentioned in point 2.
Manufacturers are best placed to help you deal with manufacturer faults. Sometimes we’ll ask you to get in touch with them to resolve the issue. We can even put you straight through to them on our phone system to make it easier for you.
And remember, your manufacturer warranty will usually cover you for a minimum of 1 year for repairs, including parts and labour. Some manufacturers even offer extended warranties of up to 10 years! You may need to have registered your product to qualify for these promotions though. If you’re not sure if warranty registration is required for your product, talk to a member of our team to find out.
Please note, these warranties only cover domestic use, so items for use in commercial properties might not be covered.
If you need to report a fault or we’ve been unable to answer your question so far, you’ll find the ‘contact us’ page at the bottom of this one.
For more advice about your legal rights, you can get in touch with your local Citizens Advice Bureau or Trading Standards office. Nothing in these terms will affect your legal rights.
Things Beyond Our Control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by events outside our reasonable control. Such events include any act, non-occurrence, omission or accident beyond our reasonable control and includes, in particular (without limitation), the following:
- Strikes, lock-outs or other industrial action; or civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; or
- Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster or adverse weather; or
- Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; or
- Impossibility of the use of public or private telecommunications networks
Our obligations under these terms are suspended for the period that such event continues and we will have an extension of time to perform these obligations for the duration of that period. We will take reasonable steps to bring the event to a close or to find a solution by which our obligations under these terms can be performed despite the event.
Information About Us and How To Contact Us
Kemp House, 160 City Road, London, EC1V 2NX
TECHNOLOGY KINGDOM LTD, Company Number 14113924