Our Terms and Conditions
The terms and conditions of sale for corporates/business, governments and other customers that are not consumers may be read and downloaded here. The terms and conditions for consumers may be found below.
When we have a contract with you
When you place an order with us, you are making an offer to purchase the goods in your basket at checkout. Once you check out and pay we'll send you an order confirmation. Your offer to us to purchase is accepted (and we have a contract) when we pack and despatch your order (or the first part of the order, if there will be more than one shipment). Up to that point we can decline your order. This is very rare and the most likely reason would be if we don't have stock (but we will usually call you first see below) or we have made a pricing error. If we do cancel your order we will tell you and send your money back.
When we arrive at the office in the mornings we check the orders to ensure we have everything we need to fulfil them (we have a stock management system so 99% of the time we do!) and we set about getting your stuff ready for despatch. Sometimes we have to wait for an item to come into our warehouse and we always try to make sure you know about that before you order so it's not a surprise. If there is going to be a big delay we have not warned you about, something is shown in stock when it's not, or there is some other problem or question with your order, we will let you know. But don't worry as we have a big warehouse, good computers, and even better people, the vast majority of orders go through quickly and without a hitch.
Oops we got the price wrong or we delivered the wrong stuff
Very very occasionally we realise we have made an obvious pricing error .e.g we have listed something for 10.00 pence instead of £10.00. If a mistake like that happens we have a right to cancel your order (right the way up to the time it would be delivered to you). If there is a mistake on the price we will contact you to see if you want to go ahead with the purchase (at the corrected price). Similar rules apply if we accidentally deliver the wrong stuff: for example we deliver 50 rolls of LED tape rather than 5. If we do that it's not a lottery win you have to hold onto the extra rolls, tell us, and we will collect them from you (at our cost). This is very rare but we mention it here in case it happens.
The prices we display will be marked including VAT or excluding VAT. In the unlikely event it isn't clear then the price will be excluding VAT. Prices are also shown before shipping which is added during the checkout process.
Our lowest price guarantee relates to comparable products i.e. they have to be the same or better quality, same or better quantity and availability (holding stock like we do costs money). If you find a comparable product elsewhere prior to your order being placed give us a call and we will check it out. If we agree we will either match the price or rethink our business model!
Delivery options will be presented to you on checkout. Sometimes if you order enough delivery is free. Happy days!
If you give a courier permission (for a particular order or generally) to leave parcels in your porch, shed or similar, or with a neighbour; or someone in your house (other than you) accepts/signs for them, then the goods will be treated as delivered by us and risk that they disappear or you never get them passes at that point. Similarly if the courier company has a policy of attempting to redeliver a certain number of times before requiring you to visit their depot, or sending them back to us, then once they have tried the agreed number of times it's over to you to collect them. If they come all the way back to us we will try to contact you to find out why. Eventually (after a minimum of 30 days) we have the right to dispose of the goods or (at our option) put them back into stock, in each case without refund. That said, we don't usually exercise this right since we try pretty hard to get the stuff delivered or redelivered so that you are happy and order from us again.
All our products are guaranteed – in many cases up to 3 or even 5 years. Just check the listing on the individual product page. Keep your proof of purchase.
Our stuff is pretty good so guarantee claims are rare but they do sometimes happen. If you think a product has failed or is not working correctly. simply give us a call to explain or email email@example.com. We will initially try to diagnose over the phone and sometimes we will ask you to send stuff back for testing.
Only the things you would expect are excluded, which are: incorrect installation; use of the wrong voltage or current (e.g. powering 12v tape with a 24v driver or under specifying a driver); faulty wiring; conflict with components not specified by and purchased from us for the relevant job; damage caused by continued use or attempted repair (without our authority) after you noticed the problem; exposure to excessive heat (please ensure tape and drivers are adequately ventilated and tape dimming/voltage adjusted as necessary); vibration; water (unless correctly IP rated); salt/salty air; or chemicals. Please note that guarantee does not apply to any natural deterioration in the brightness or colour-trueness of the LED tape over time. In addition, non-illumination of up to 1% of the individual transistors in LED tape is within the expected tolerance and is not a warranty issue. Failures above this rate are covered.
Cancellation and returns
If you are a consumer you have a right to cancel an order (for any reason) from the time of order up to 14 days from receiving the goods (14 days from receipt of the last package if the goods are sent in more than one delivery). To cancel call us on 01625 611 611 or email us on firstname.lastname@example.org. Please note that items must be unaltered, undamaged (by you) and returned complete with all original packaging, instruction manuals and similar, so please hold onto these.
Exceptions: there is no automatic right to cancel if an item has been ordered in by us especially for you and we have told you that it will be (in this case we are to that extent buying as your agent and supplying you on our terms) or an item is bespoke for you or customised or adapted for you (e.g. cut to length, soldered or similar). Please assume (unless you ask and we confirm otherwise) that neon flex is always cut to length and so it is not returnable unless defective.
If you are a business or buying on behalf of a business you do not have an automatic right to cancel without reason but give us a call anyway and we will see what we can do.
If a product is faulty please follow the same procedure as for a consumer cancellation - call us on 01625 611 611 or email us on email@example.com
If you are returning goods (whether for cancellation or they are faulty) please do so in the original packaging and include all instruction manuals and similar. For no fault cancellations as a consumer you must bear the cost. For returns where there is a fault you pay the postage/courier up front and we will reimburse it when we receive them back and confirm that they are indeed faulty. Goods must be returned to us within 14 days of notification of return or cancellation.
Refunds will be made to the same account/card that payment was made from. However if you have used or damaged goods or returned them without the original contents or unnecessarily damaged packaging we may adjust the amount of refund given (or in extreme cases give no refund at all) to take into account the knock on effect on what we can sell them for.
Website information, photos and text
We and the brand-owners of the products we sell have worked hard and invested to build up our brand names, to take photos of product, and to write the text on our website. So it's not OK to copy our text and photos or to use our name or trade marks without permission. If you want to use any of the material please ask us first. Ultra LEDs is a registered trade mark and we will enforce it where it is used without our permission (e.g. to buy Google AdWords that point to a different site). The only people who get to rely on what we say on what is on our website are customers that buy a relevant product.
We work tirelessly to source high quality products making factory trips and testing things regularly. However despite our best efforts it is possible that things go wrong and a customer suffers loss or damage as a result. This section sets out our liability if that happens. Different rules apply to consumers and non-consumers (e.g. business or government customers).
Consumer law has a whole raft of protections for consumers and we will comply with all of them. For example we will ensure that goods we supply conform with their specification (or are better!). If we fail in any of our required duties we will be liable for any damage you (the customer) suffers that comes directly from our breach. It is a tricky one on how to deal with loss that is not so obviously or necessarily flowing from a breach (sometimes called coincidentalor consequential loss) for example if you have to get a tradesman in a second time to fit something and they charge for both the first and second visit. To keep our prices super competitive we seek to minimise our liability for things like that by assuming, for example, that you will fit product yourself (but of course get them checked out by a professional where prudent or required to do so). So if you are planning to spend money on a third party to fit stuff for you and you want us to bear the cost of a second visit etc. if there is a problem; or if the product is for a one off special event, or there is other higher risk of loss if the product fails or is otherwise not right, please tell us before you order so we can take that into account in deciding whether to accept your order or agree the price for it. If you don't tell us or you do but we don't agree to accept the extra risk, your ability to claim is reduced accordingly.
If you are a business/trader or buying on behalf of a business/trader to the maximum extent permitted by law we limit our liability to the cost of goods sold and received by us. That means, for example, that we are not liable for any consequential or indirect loss, or loss of revenue or profit. The one exception is LED tape and drivers covered by the Tagra Premium 5 year warranty (details above).
The law requires us to state here that we retain liability for death and personal injury caused by our negligence and that we don't seek to exclude or limit liability for fraud or fraudulent misrepresentation or for not owning what we say we sell to you or the various implied terms in the Sale of Goods Act 1979. Quite apart from what the law says it would be pretty wacky to try to exclude or limit liability for that stuff, so we don't! Nothing in these terms affects your statutory rights.
Final words: Disputes and amendments to these terms
Your contract with us is governed by English law. If there is a dispute it will be resolved in the English courts and not anywhere else.
We can amend these terms at any time. Amendments won't affect orders already placed but take effect immediately and so form the basis of contract of any order placed after they are published.
Who we are and how to contact us
Ultra LEDs is a trading name of T.R. Ventures Limited. We are a company incorporated in England. Our company number is 07757720. Our registered office is Unit 2, Southfields Industrial Estate, Trafford Park, M17 1SJ. You can write to us there. Our VAT number is 134014266.
Updated 2 September 2019