Terms and Conditions

Please read the following important terms and conditions before you buy anything on our website and check that they contain everything which you want and nothing that you are not willing to agree to.

This contract sets out:

your legal rights and responsibilities;
our legal rights and responsibilities; and
certain key information required by law.

In this contract:

‘We’, ‘us’ or ‘our’ means Henchman Limited; and
‘You’ or ‘your’ means the person using our site to buy goods from us.

If you don’t understand any of this contract and want to talk to us about it, please contact us by:

Email info@henchman.co.uk and we will aim to respond within two working days; or
telephone on 03333 444229 between the hours of 0900-1700 Monday-Friday.

Who are we?

We are Henchman Limited, a company registered in England and Wales under company number: 03041025.

Our registered office is at: Unit 10 Snarlton Farm, Melksham, England SN12 6RJ.

Our VAT number is: 641792819

The details of this contract will not be filed with any relevant authority by us.

1. Introduction

1. If you buy goods on our site you agree to be legally bound by this contract.
2. This contract is only available in English. No other languages will apply to this contract.
3. When buying any goods you also agree to be legally bound by:
  - extra terms which may add to, or replace some of, this contract. We will contact you to let you know if we intend to do this by giving you one month’s notice; and
  - specific terms which apply to certain goods. If you want to see these specific terms, please visit the relevant webpage for the goods.

All of the above documents form part of this contract as though set out in full here.

d. Certain clauses of this agreement only apply to consumer customers. These clauses include (but may not be limited to) clauses 2, 5, and 9.

2. Information we give you

1. By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made. If you want to see this key information, please:
  - read the acknowledgement email (see clause 4.3); or
  - contact us using the contact details at the top of this page.
2. The key information we give you by law forms part of this contract (as though it is set out in full here).
3. If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.

3. Your privacy and personal information

1. OurPrivacy Policy is available at https://www.henchman.co.uk/privacy-policy.
2. Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with ourPrivacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.

4. Ordering goods from us

1. Below, we set out how a legally binding contract between you and us is made.
2. You place an order on the site via our website, by email or by telephone. Please read and check your order carefully before submitting it. However, if you need to correct any errors you can do so before we accept your order.
3. When you place your order we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted.
4. We may contact you to say that we do not accept your This is typically for the following reasons:
  - the goods are unavailable;
  - we cannot authorise your payment;
  - you are not allowed to buy the goods from us;
  - we are not allowed to sell the goods to you;
  - you have ordered too many goods; or
  - there has been a mistake on the pricing or description of the goods.
5. We will only accept your order when we email you to confirm this (Confirmation Email). At this point:
  - a legally binding contract will be in place between you and us; and
  - we will dispatch the goods to you.

5. Free return or exchange terms and conditions

1. The following terms and conditions are supplementary to our website terms and conditions found at henchman.co.uk/terms-conditions/ . In the event of any conflict, these terms and conditions shall take precedence.
2. If you are a customer based in Mainland UK and you purchased your Henchman ladder from www.henchman.co.uk, you have the right to return it to us for free if you are not satisfied with it. This is in addition to your statutory rights, and we will accept returns even if the ladder has been used.
3. We will also allow you to exchange your ladder for a different model, size, type etc… In which case, any difference in cost must be paid to us before your replacement ladder is shipped. If the replacement ladder costs less than the original ladder, we will refund the difference to your original payment method. Subject to these terms and conditions, an exchange requested within the 14-day period will be free of charge.
4. To exercise the right to return or exchange you must inform us of your decision to return your ladder by a clear statement sent by email to returns@henchman.co.uk within 14 days of receiving delivery.
5. Our offer for free return or exchange is limited to one use per customer. If you purchase additional ladders from us, or we have exchanged the ladder initially ordered by you, you may still return unused ladders in accordance with the provisions of our standard terms and conditions but this may incur a carriage charge. We will not accept further returns for used ladders unless we are required to do so by applicable law.
6. If you request a refund within the 14-day period, we will refund the total cost of your ladder including all delivery fees. We will also collect your ladder free of charge.
7. We will additionally accept unused ladders for return after the 14-day period up to 28 days from the date of delivery if they are returned in their original packaging in a saleable condition. You will be responsible for the return costs of ladders you wish to return during this time period. Upon request, we will happily collect your unwanted ladders for a collection charge of £45 inc VAT. Delivery costs for replacement ladders within this window will be charged at our standard rate of £45 inc VAT.
8. All refunds will be processed within 10 working days of receipt of your refund request but please note that the actual time for the funds to be repaid to your original payment method may vary depending on your payment type and payment card provider.

6. Delivery

1. We use DX Freight and Tuffnels to deliver our
2. The estimated date for delivery of the goods is set out in the Confirmation Email (see clause 4.5).
3. If something happens which:
  - is outside of our control; and
  - affects the estimated date of delivery;

we will let you have a revised estimated date for delivery of the goods. Time shall not be considered of the essence.

d. Delivery of the goods will take place when we deliver them to the address that you gave to us.

e. Unless you and we agree otherwise, if we cannot deliver your goods within 30 days, we will:

- - let you know;
  - cancel your order; and
  - give you a refund.

f. If nobody is available to take delivery, please contact us using the contact details [at the top of this page].

g. You are responsible for the goods when delivery has taken place. In other words, the risk in the goods passes to you when you take possession of the goods.

h. We may deliver your goods in instalments. If you want to see whether your goods may be delivered in this way, click on the [insert details such as ‘key information’ button] at any time during the online checkout process.

7. Payment

1. We accept the following payment methods: VISA, Mastercard, American Express, Paypal and BACS. We may agree to accept other payment methods for specific orders.
2. We will do all that we reasonably can to ensure that all of the information you give us when paying for the goods is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part, any failure by us to comply with this contract or ourPrivacy Policy (see clause 3) or breach by us of our duties under applicable laws we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.
3. Your credit card or debit card will charged at the time of placing your order.
4. All payments by credit card or debit card need to be authorised by the relevant card issuer. We may also need to use extra security steps via:
  - Verified by Visa;
  - Mastercard®SecureCodeTM; or
  - American Express SafeKey.
5. If your payment is not received by us and you have already received the goods, you:
  - must pay for such goods within fourteen (14) days of delivery of the goods; or
  - must return them to us as soon as possible (at your cost). If so, you must keep the goods in your possession, take reasonable care of them (including ensuring that you follow any instructions or manuals given with the goods) and not use them before you return them to us.
6. If you do not return any goods (such as where you have not paid for them) we may collect the goods from you. We will try to contact you to let you know if we intend to do this.
7. Nothing in this clause affects your legal rights to cancel the contract during the ‘cooling off’ period under clauses 5 and 6.
8. The price of the goods:
  - is in pounds sterling (£)(GBP);
  - includes VAT at the applicable rate;
  - includes the cost of delivery within mainland United Kingdom
  - does not include the cost of:
    - delivery outside of mainland United Kingdom. The cost of delivery outside of the United Kingdom is calculated during checkout and will be displayed to you prior to completion of your order.

8. Nature of the goods

1. The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example, the goods:
  - are of satisfactory quality;
  - are fit for purpose; and
  - match the description, sample or model.
2. We must provide you with goods that comply with your legal rights.
3. The packaging of the goods may be different from that shown on the site.
4. Any goods sold:
  - at discount prices;
  - as remnants; or
  - as substandard;

will be identified and sold as seen. Any such goods will be fit for their stated purpose.

e. If we can’t supply certain goods we may need to substitute them with alternative goods of equal or better standard and value. In this case:

- - we will let you know if we intend to do this but this may not always be possible; and
  - you can refuse to accept such substitutes, in which case we will offer you a refund or a replacement and let you know how long such an offer remains open for.

9. Faulty goods

1. Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’) are set out at the top of this contract. They are a summary of some of your key rights. For more detailed information on your rights and what you should expect from us, please:
  - visit our webpage: https://www.henchman.co.uk/returns.
  - contact us using the contact details at the top of this page; or
  - visit the Citizens Advice website www.citizensadvice.org.uk or call 03454 04 05 06.
2. Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.
3. Please contact us using the contact details at the top of this page, if you believe your goods are faulty

10. End of the contract

If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.

11. Limit on our responsibility to you

1. Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:
  - losses that:
    - were not foreseeable to you and us when the contract was formed;
    - that were not caused by any breach on our part;
  - business losses; and
  - losses to non-consumers.

12. Disputes

1. We will try to resolve any disputes with you quickly and efficiently.
2. If you are unhappy with:
  - the goods;
  - our service to you; or
  - any other matter,

please contact us as soon as possible.

c. If you want to take court proceedings, the courts of the part of the United Kingdom in which you live will have non-exclusive jurisdiction in relation to this contract.

d. The laws of England and Wales will apply to this contract.

13. Third party rights

No one other than a party to this contract has any right to enforce any term of this contract.