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Terms & Conditions

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1. OUR TERMS AND CONDITIONS

1.1 What these terms cover. These are the terms and conditions on which we supply products to you, whether these are goods or digital content, online or by telephone. Please read these terms carefully.

The following definitions will apply in these terms:

1.2.1 Order Acknowledgement: means a written confirmation from us that we have accepted your order to purchase our products or digital content (as the case may be) in accordance with these terms and conditions. The quantity, quality and description of and any specification for such products or digital content shall be those as set out in the Order Acknowledgment.

1.2.2 Outside our control: means, without prejudice to the generality of the foregoing, the following:

  1. act of God, explosion, flood, tempest, fire or accident;
  2. war or threat of war, sabotage, insurrection, civil disturbance or requisition;
  3. acts, restrictions, regulations, bye-laws, prohibitions or measures of any kind on the part of any governmental, parliamentary or local authority;
  4. import or export regulations or embargoes;
  5. strikes, lock-outs or other industrial actions or trade disputes;
  6. difficulties in obtaining raw materials, labour, fuel, parts or machinery; and
  7. power failure or breakdown in machinery.


2. INFORMATION ABOUT US AND HOW TO CONTACT US

2.1 Who we are. We are Liberator Limited a company registered in England and Wales. Our company registration number is 02590367 and our registered office is at Whitegates, High Street, Swinstead, NG33 4PA. Our registered VAT number is GB 568 1337 24.

2.2 How to contact us. You can contact us by telephoning our customer service team at 01733 370 470 or by writing to us at info@liberator.co.uk or orders@liberator.co.uk

2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you 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 we will accept your order. Our acceptance of your order will only take place when we send you an Order Acknowledgment, at which point a contract will come into existence between you and us.  We may provide you with an initial quotation, which is not legally binding on you or us.

3.2                  If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

3.3                  Your order number. We will assign an order number to your order and tell you what it is in the Order Acknowledgment.


4. OUR PRODUCTS

4.1                  EU Compliance. Our products will comply with the European Medical Device Directives or subsequent legislation where appropriate. Contact us for more information.

4.2                  Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.

4.3                  Product packaging may vary. The packaging of the product may vary from that shown in images on our website.


5. PRICE AND PAYMENT

5.1                  Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 5.3 for what happens if we discover an error in the price of the product you order.

5.2                  We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect or you have claimed a VAT relief. You may in some circumstances be able to claim a VAT exemption please see our VAT information page and application form https://www.liberator.co.uk/vat-exemption.

5.3                  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. 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. 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 goods provided to you.

5.4                  When you must pay and how you must pay. We accept payment using most credit/debit cards and PayPal. When you must pay depends on what product you are buying:

5.4.1              For goods, you must pay for the products before we dispatch them. We will not charge your credit or debit card until we dispatch the products to you. PayPal payments are taken when the order is placed.

5.4.2              For digital content, you must pay for the products before you download them.

5.5                  What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know and we will not charge you interest until we have resolved the issue.


6. YOUR RIGHTS TO MAKE CHANGES

If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 9- Your rights to end the contract).


7. OUR RIGHTS TO MAKE CHANGES

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

7.1.1              to reflect changes in relevant laws and regulatory requirements; or  

7.1.2              to implement minor technical adjustments and improvements. These changes will not affect your use of the product.

7.2                  Updates to digital content. We may update or require you to update digital content, provided that the digital content shall always match the description of it that we provided to you before you bought it.


8. PROVIDING THE PRODUCTS

8.1                  Delivery costs. The costs of delivery will be as displayed to you on our website.

8.1.1              If the products are goods. If the products are goods our estimated delivery date will usually be within 30 days after you receive the Order Acknowledgment. Whilst we make every effort to deliver your products within this time, this may not always be possible and we will contact you where this is an issue.

8.1.2              If the product is a one-off purchase of digital content. We will make the digital content available for download by you as soon as we accept your order.

8.1.3              If the products are ongoing services (such as our Total LibCare, LibCover or LibCare Extended). We will supply the services to you in accordance with our LibCare/LibCover policies https://www.liberator.co.uk/media/wysiwyg/Documents/Total_LibCare_Extended_Terms_and_Conditions_-_July_16.pdf and https://www.liberator.co.uk/media/wysiwyg/Documents/LibCover_Terms_and_Conditions.pdf until either the services are completed or the subscription expires (if applicable) or you end the contract as described in clause 9 or we end the contract by written notice to you as described in clause 11.

8.2                  We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we 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, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

8.3                  Collection by you. If you have asked to collect the products from our premises or from one of our distributors this is by arrangement only.

8.4                  If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, our courier will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.

8.5                  If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 11.2 will apply.

8.6                  If you do not allow us access to provide services. If you do not allow us access to the goods to perform the services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to the goods to provide the services then we may end the contract and clause 11.2 will apply.

8.7                  Your legal rights if we deliver goods late. You have legal rights if we deliver any goods late. If we miss the delivery deadline for any goods then you may treat the contract as at an end straight away if any of the following apply:

8.7.1              we have refused to deliver the goods;

8.7.2              delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or

8.7.3              you told us before we accepted your order that delivery within the delivery deadline was essential and this has been confirmed in the Order Acknowledgment.

8.8                  Setting a new deadline for delivery. If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under clause 8.7, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.

8.9                  Ending the contract for late delivery. If you do choose to treat the contract as at an end for late delivery under clause 8.7 you can cancel your order for any of the goods or reject goods that have been delivered. If you wish, you can reject or cancel the order for some of those goods (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any sums you have paid to us for the cancelled goods and their delivery.  If the goods have been delivered to you, you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please contact us or your distributor to arrange return of products.

8.10               When you become responsible for the goods. A product which is goods will be your responsibility from the time we deliver the product to the address you gave us or you or a carrier organised by you to collect from us.

8.11               When you own goods. You own a product which is goods once we have received payment in full.

8.12               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, language or technical requirements. If so, this will have been stated in the description of the products on our website. We may contact you if we need this information. 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 may either end the contract (and clause 11.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

8.13               Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:

8.13.1            deal with technical problems or make minor technical changes;

8.13.2            update the product to reflect changes in relevant laws and regulatory requirements;

8.13.3            make changes to the product as requested by you or notified by us to you (see clause 7).

8.14               Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product for longer than 2 months in any 12 month period we will adjust the price so that you do not pay for products while they are suspended.


9. YOUR RIGHTS TO END THE CONTRACT

9.1                  You can always end your contract with us.  Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

9.1.1              If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back), see clause 12;

9.1.2              If you want to end the contract because of something we have done or have told you we are going to do, see clause 9.2;

9.1.3              If you have just changed your mind about the product, see clause 9.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;

9.1.4              In all other cases (if we are not at fault and there is no right to change your mind), see clause 9.6.

9.2                  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 9.2.1 to 9.2.5 below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

9.2.1              we have told you about an upcoming change to the product or these terms which you do not agree to;

9.2.2              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;

9.2.3              there is a risk that supply of the products may be significantly delayed because of events outside our control;

9.2.4              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 2 months; or

9.2.5              you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see clause 8.7).

9.3                  Exercising your right to change your mind. For most products bought online you have a legal right to change your mind within 14 days and receive a refund.  These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

9.4                  When you don't have the right to change your mind.  You do not have a right to change your mind in respect of:

9.4.1              bespoke products

9.4.2              digital products after you have started to download or stream these;

9.4.3              products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;

9.4.4              sealed computer software, once these products are unsealed after you receive them; and

9.4.5              any products which become mixed inseparably with other items after their delivery.

9.5                  How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered.

9.5.1              Have you bought services (for example, our Total LibCare)? If so, you have 30 days after receipt of the policy details. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.

9.5.2              Have you bought digital content for download or streaming (for example, an AAC App)? if so, you have 30 days after the Order Acknowledgement, or, if earlier, until you start downloading or streaming.  If we delivered the digital content to you immediately, and you agreed to this when ordering, you will not have a right to change your mind.

9.5.3              Have you bought goods? if so you have 30 days after the day you (or someone you nominate) receives the goods, unless:

  1. Your goods are split into several deliveries over different days. In this case you have until 30 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.
  2. Your goods are for regular delivery over a set period.  In this case you have until 30 days after the day you (or someone you nominate) receives the first delivery of the goods.

9.6                  Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 9.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods or digital content is completed when the product is delivered, downloaded or streamed and paid for. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.


10. HOW TO END THE CONTRACT WITH US (including if you have changed your mind)

10.1               Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following: 

10.1.1            Phone or email. Call customer services on 01733 370 470 or email us at orders@liberator.co.uk. Please provide your name, address, details of the order, your phone number and email address.

10.1.2            By post. simply write to us at  Whitegates, Swinstead, Grantham, Lincolnshire, NG33 4PA, including details of what you bought, when you ordered or received it and your name and 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.   You must either return the goods in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. Please call or emails us for a return label or to arrange collection.  If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.

10.3               When we will pay the costs of return. We will pay the costs of return:

10.3.1            if the products are faulty or misdescribed;

10.3.2            if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

10.3.3            In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.  

10.4               What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.

10.5               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.

10.6               Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

10.6.1            We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

10.6.2            The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

10.6.3            Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.

10.7               When your refund will be made. We will make any refunds due to you as soon as possible.  If you are exercising your right to change your mind then:

10.7.1            If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 10.1

10.7.2            In all other cases, your refund will be made within 14 days of your telling us you have changed your mind


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:

11.1.1            you do not make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due;

11.1.2            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, for example, medical, technical or language requirements; or

11.1.3            you do not, within a reasonable time, allow us to deliver the products to you or collect them from us;

11.2               You must compensate us if you break the contract. If we end the contract in the situations set out in clause 11.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

11.3               We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will let you know at least 30 days in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.


12. IF THERE IS A PROBLEM WITH THE PRODUCT

12.1               How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team or email us on the contact information above or alternatively speak to your distributor. You can see our complaints procedure and policy here https://www.liberator.co.uk/complaints-procedure

12.2               Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. For detailed information on your legal rights please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

Nothing in these terms will affect your legal rights.

12.3               Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection.

13. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

13.1               We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

13.2               We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; 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 and any sample or model seen or examined by 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

13.3               When we are liable for damage to your property. If we are providing services to your products, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.

13.4               If defective digital content which we have supplied damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill we will either repair the damage or pay you compensation. However, we will not be liable for damage which you could have avoided by following our advice to apply an update offered to you free of charge or for damage which was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

13.5               We are not liable for business losses. 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 for any loss of profit, loss of business, business interruption, or loss of business opportunity.

 

14. HOW WE MAY USE YOUR PERSONAL INFORMATION

14.1               How we will use your personal information. We will use the personal information you provide to us in accordance with our Privacy Policy https://www.liberator.co.uk/privacy-policy


15. OTHER IMPORTANT ITEMS

15.1               We may transfer this Agreement to someone else. We may transfer our rights and obligations under these terms to another organisation.

15.2               You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

15.3               Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

15.4               If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

15.5               Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

15.6               Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

 

Schedule 1
Cancellation Form

(Complete and return this form only if you wish to withdraw from the contract)

To Liberator Limited
Whitegates
High Street
Swinstead
Lincolnshire NG33 4PA
United Kingdom

Tel: +44(0)1733 370470
Fax: +44(0)1476 552473
Email: info@Liberator.co.uk

 

I/We ……………………………………………………………… hereby give notice that


I/We cancel my/our contract of sale of the following goods ……………………………………………………..

 

Ordered on …………………………………../received on ……………………………………………                          

 

Name of consumer(s): …………………………………………………………………………………...

 

Address of consumer(s): ………………………………………………………………………………...

 

Signature of consumer(s) (only if this form is notified on paper) ………………………………………

 

Date ……………

 

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