Replacement Keys Ltd - Terms and Conditions of Supply

Please read the following important terms and conditions before you order any products from our site.

These Terms and Conditions of Supply (the Terms) set out:

In these Terms:

If you don't understand any of these Terms and want to talk to us about it, please contact us by e-mail: (e-mails will be responded to Monday to Friday: 9am to 5pm)

These Terms apply to both Consumers and Traders placing orders. Please note that different provisions of these Conditions apply depending on whether you are a Consumer or a Trader.

Security Notice: Do not order keys to fit doors at the address to which they are to be delivered. Instead, use another address for delivery.

1. Introduction

1.1 If you buy Products on our site you agree to be legally bound by these Terms. If you do not agree with any of these Terms, you should not order from our site.

1.2 We reserve the right to update these Terms from time to time at our discretion. If we do so, the updated version will be effective as soon as it is accessible in respect of any subsequent order you may make. We recommend that you review these Terms before every purchase that you make.

1.3 We will process any personal data we collect about you in accordance with our Privacy Notice available on this site.

2. Information we give you

2.1 The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain important information before a legally binding contract between you and us is made. If you want to see this information, please:

2.2 This important information we give you by law is part of our contract with you (as though it were set out in full here).

2.3 If we have to change any important information once a legally binding contract between you and us is made, we can only do this if you agree to it.

3. Ordering Products from us

3.1 You can place an order on the site by proceeding through the Checkout process. Please read and check your order carefully before submitting it. If you need to correct any errors you must do so before submitting it to us.

3.2 By submitting an order, you warrant and represent to us that you have the right to do so and in particular that you own or have the right to access the building, car or other property using the key that you wish to order; or that you have been engaged in writing by someone with such rights. You shall provide documentary evidence of compliance with this Condition 3.2 promptly on our request to do so and you agree that we may make our own checks, including with the Land Registry and the DVLA. You acknowledge and agree that if you order a Product in breach of this Condition 3.2 you shall indemnify us, our directors, employees and agents from and against all costs, claims, losses, damages, liabilities and expenses that we may suffer or incur as a result; and we may notify all relevant authorities including the police.

3.3 We may contact you to say that we do not accept your order. This is typically for the following reasons:

If this happens, we shall promptly refund the price you have paid for the Products including all delivery fees paid.

3.4 If you are under the age of 18 you may not buy any Products from the site.

3.5 If you set up an account on our site, you agree that you are responsible for all activity that takes place through your account. In particular, if you are a Trader with an account, you agree that you will only share the login credentials with an employee or other worker who has authority to place an order for Products on your behalf.

4. Right to cancel the contract - consumers only

4.1 If you are a Consumer, you have the right to cancel your order within 14 days of receipt of the Products without giving any reason. You should email us at clearly stating your name, geographical address, phone number, email address and full details of the Order you wish to cancel.

4.2 The provisions of this Condition 4 do not affect your consumer statutory rights. If the Products we deliver are not what you ordered or are damaged or defective, please see Conditions 7 and 9 below.

4.3 A Trader has no right to cancel a Contract without our prior consent. If we do agree to a cancellation, you shall return the Products to us within such timescale as we require. We may also charge a handling fee in respect of any returned Products.

4.4 If you exercise the right you have as a Consumer to cancel your order we will refund you all payments received from you, including the costs of delivery if you return the whole (not part) of the Order, and only up to the cost of standard delivery.

4.5 We will make the refund without undue delay, and not later than:

4.6 We will make the refund using the same means of payment as you used to pay, unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.

4.7 If you have received Products, you should send them back to us within 14 days of the date you cancelled the Order. You must pay the costs of returning the Products to us, and we recommend you send them back using a signed-for delivery method. We may deduct from any refund a sum to reflect any diminished value of the Products resulting from their handling (other than what is necessary to establish the nature, characteristics and functioning of the Products). We will deduct any such sums from the amount we reimburse you.

5. Delivery

5.1 We will dispatch your Products promptly as set out on our Delivery Prices and Information page.

5.2 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 Products.

5.3 Delivery of the Products will take place when they are delivered to the delivery address that you gave to us.

5.4 Unless you and we agree otherwise, if we cannot deliver your Products within 30 days, we will let you know, cancel your order, and give you a refund.

5.5 Whilst we do our best to meet the timetable for delivery that you have chosen, we cannot be liable for any late delivery as we use third party delivery companies who are outside of our control.

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

5.7 We may deliver your Products in instalments.

5.8 While we try to make sure that the colours of our Products are displayed accurately on the site, the actual colours that you see on your computer may vary depending on the monitor that you use.

5.9 Occasionally, if the Product you have ordered is out of stock, we may send you a replacement Product which is comparable and performs the same function. If you are not happy with the replacement Product, please notify us, and we will arrange a refund in accordance with Condition 9.

6. Payment

6.1 We accept the following forms of payment: Visa, MasterCard and American Express.

6.2 We will do all that we reasonably can to ensure that all of the information you give us when paying for the Products is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part 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.

6.3 Your credit card or debit card will only be charged when the Products are ordered.

6.4 All payments by credit card or debit card need to be authorised by the relevant card issuer.

6.5 Delivery is charged separately from the price of the Product and will be specified in the Checkout process.

7. Consumer Rights

7.1 If you are a Consumer, the Consumer Rights Act 2015 gives you certain legal rights (also known as "statutory rights"), for example, the Products must be of satisfactory quality, fit for purpose and match the description, sample or model given to you.

7.2 We must provide you with Products that comply with these statutory rights.

8. Additional Terms for Traders

8.1 Traders may apply for a credit account. To do so, you must complete our Credit Application Form, and if we approve of your application, we shall invoice you for each order and all invoices are payable within 30 days of receipt. If you do not pay any invoice by the due date, we reserve the right to (i) claim costs and interests on any outstanding amount in accordance with the Late Payment of Commercial Debts (Interest) Act 1998; (ii) cancel your account.

8.2 These Terms supersede all prior representations or arrangements, and contain the entire agreement between the parties in connection with the Products. All other terms and conditions, express or implied, are excluded to the extent permitted by law. None of our representatives are entitled to amend these Terms except in writing signed by a director. All samples, descriptive matter and advertising issued by us and any descriptions or illustrations provided to you are given for the sole purpose of giving an approximate idea of the Products described in them.

8.3 We will be under no liability or further obligation in relation to damaged or missing Products if (i) you fail to provide notice as set out under Condition 9; (ii) you make any further use of the Products following notice to us for example, you continue to offer the Products for sale; and/or (iii) the damage arises from your acts or omissions following delivery or collection.

8.4 Notwithstanding delivery or collection of the Products, ownership of the Products shall not pass to you until we have received in full (in cash or cleared funds) all sums due in respect of the Products. Until you have paid for the Products in full, you grant to us, our agents and employees an irrevocable licence at any time to enter any premises where the Products are or may be stored to recover the Products if you take steps to enter into liquidation or administration, or if we reasonably believe you are likely to do so.

8.5 To the extent permitted by law, we will not be liable to you for any loss of profit, loss of business, loss of goodwill, reputation or wasted expenditure, or for any indirect or consequential loss, damage or expenses howsoever arising out of the Products whether or not advised of the possibility of the same. Our maximum liability for any claim by you whatsoever, including breach of contract and tort including negligence or otherwise, shall be limited to the price paid for the Products that are the subject of the claim. Nothing in these Terms is intended to limit our liability for fraud, death or personal injury or other loss that may not be excluded or limited by English law.

9. Defective Products

9.1 Please contact us using the contact details at the top of this page, if you do not receive your Products, or they are defective.

9.2 Traders must notify us within 5 working days of receipt of a defective Product otherwise a Trader shall be deemed to have accepted the Products. If you are a Consumer, please notify us within 30 days of receipt, provided that this provision shall not affect your statutory rights.

9.3 If we receive a notification from you under Condition 9.2, we may ask you to send photographs of the Products, or allow us the opportunity to inspect or collect the Products or return the Products to us. If we agree that the Products are damaged or otherwise do not comply with these Conditions, we shall either promptly refund the price you have paid for the Products including all delivery fees paid or replace the Products within a reasonable time, free of charge. Such refund or replacement shall be our sole liability in relation to such Products.

10. Disputes

10.1 Please contact us as soon as possible, if you are unhappy with the Products, our service to you and/or any other matter and we will try to resolve the issue with you quickly and efficiently.

10.2 These terms are governed by English law and you can bring legal proceedings in respect of the Products or the contract in the English courts. If you are a Consumer and you live in Scotland, you can bring legal proceedings in either the Scottish or the English courts. If you are a Consumer and you live in Northern Ireland, you can bring legal proceedings in either the Northern Irish or the English courts. As a consumer, you will benefit from any mandatory provisions of the law of the country in which you are resident. Nothing in these Terms, including this Condition 10 affects your rights as a consumer to rely on such mandatory provisions of local law.