Terms & Conditions
1. General Information
These Terms & Conditions apply to purchases made through this website by consumers and business customers in the United Kingdom, unless separate written terms have been agreed.
The seller and operator of this online store is:
Vitcas Ltd
Company number: 06497991
Registered in England and Wales
Registered office: 204-208 Broomhill Rd, Bristol, BS4 5RG, England
VAT No.: GB 934170142
Telephone: +44 (0)117 911 7895
Vitcas Ltd is part of the Vitcas Group and is the manufacturer of VITCAS branded products unless otherwise stated.
For the fastest response, please contact our customer service team using the contact form on this website: Contact form.
In these Terms & Conditions, “consumer” means an individual acting wholly or mainly outside their trade, business, craft or profession. “Business customer” means a customer acting for purposes relating to their trade, business, craft or profession.
Nothing in these Terms & Conditions affects your statutory consumer rights.
2. Product Information and Technical Advice
All product information on this website is provided in good faith and is intended to help customers choose suitable products. We make reasonable efforts to ensure that descriptions, specifications, images, prices and availability are accurate and up to date. However, minor errors, omissions or changes may occur.
Product specifications, packaging, appearance and technical details may be updated from time to time. For orders already placed, the product description and price shown at the time of order will apply, unless we contact you and you agree otherwise.
If you require a product for a specific technical application, installation, fuel type, temperature range, flue system, building regulation requirement, safety requirement or project specification, please contact us before placing your order.
Any guidance we provide before purchase is general product guidance only. It is not a substitute for professional technical advice, survey, design advice or installation advice where these are required for your project.
3. Prices, VAT and Payment
All consumer prices displayed on the website include UK VAT, unless clearly stated otherwise.
For business or trade accounts, prices may be displayed excluding VAT where permitted and clearly indicated. The final price, including VAT and delivery charges where applicable, will be shown before you confirm your order.
Delivery charges and any additional costs will be displayed before you confirm your order.
Payments are processed securely through approved third-party payment providers. Available payment methods will be displayed during checkout.
Your order will only be processed once payment has been successfully received or otherwise approved.
If there is an obvious pricing, description or availability error, we may reject or cancel the order and refund any payment already received.
4. Ordering Process and Contract Formation
To place an order, select the product and quantity required, click Add to Cart, continue shopping or proceed to Checkout, enter your billing and delivery details, select the available delivery and payment options, review your order and complete payment through the secure payment gateway.
Please ensure that all billing and delivery information is complete and accurate. Goods will be delivered to the address provided at checkout unless otherwise agreed in writing.
By placing an order, you confirm that you have read and accepted these Terms & Conditions, including our Delivery Information and Returns & Refunds policies.
After placing an order, you will receive an order confirmation by email. This confirms that we have received your order, but it does not mean that we have accepted it.
The sales contract is concluded when we accept your order, usually by confirming dispatch or making the goods available for delivery or collection.
We reserve the right to refuse or cancel an order where there is an obvious pricing error, stock issue, payment issue, incorrect customer information, suspected fraud, legal restriction, or where delivery to the requested address is not possible.
5. Delivery
Delivery destinations, delivery options, estimated delivery times and costs will be displayed during checkout before you confirm your order.
Unless we agree a different delivery period with you, we will deliver goods without undue delay and no later than 30 days after the order has been accepted.
Delivery times are estimates only and may vary depending on product availability, destination, carrier performance, public holidays or other circumstances outside our control.
Typical delivery methods may include parcel courier, postal service, pallet delivery or freight service, depending on the size, weight and type of goods ordered.
For large, heavy or palletised deliveries, delivery may be kerbside only unless otherwise stated. It is the customer’s responsibility to ensure that the delivery address is accessible for the delivery vehicle and that someone is available to receive the goods.
If access to the delivery address is restricted, for example due to narrow roads, weight restrictions, stairs, gates, limited parking or other access issues, you must inform us before dispatch. Failure to do so may result in additional delivery charges or delays, where permitted by law.
Please do not arrange installers, tradespeople or project work until you have received and inspected your goods.
More detailed delivery information, including delivery methods, estimated delivery times, pallet delivery conditions, access requirements and failed delivery rules, is available on our Delivery Information page.
5.1. Dispatch and Estimated UK Delivery Times
Orders placed before 2:00 p.m. on working days are usually dispatched the same working day, subject to product availability, payment approval and carrier collection schedules.
Estimated UK delivery times after dispatch:
- Parcel courier/post: usually 1–2 working days
- Pallet service: usually 2–3 working days
- Heavy consignments over 250kg: usually 2–3 working days
Please note that delivery timeframes are indicative estimates only and may be affected by third-party courier performance, carrier delays, routing issues, seasonal demand, public holidays, weather conditions, access restrictions or other circumstances outside our reasonable control.
We are not responsible for delays caused by third-party carriers where the goods have been dispatched by us on time, but this does not affect your statutory rights if delivery is excessively delayed or not completed within an agreed or legally required period.
A suitable person must be available at the delivery address to receive the goods. For pallet or heavy deliveries, assistance, access arrangements or unloading equipment may be required where stated before purchase or agreed before delivery.
6. Delivery Inspection and Transport Damage
Please inspect the goods as soon as possible after delivery.
If visible damage is present at the time of delivery, please note this with the courier where possible and contact us promptly.
If damage is discovered after delivery, please contact us as soon as possible and provide photographs of the damaged product, packaging, shipping label, parcel or pallet condition and any other relevant details.
We recommend reporting transport damage within 48 hours of delivery so that we can raise a claim with the carrier quickly. However, this does not affect your statutory consumer rights for faulty, damaged, incomplete or non-conforming goods.
Please keep the packaging until the issue has been resolved.
7. Failed Delivery, Incorrect Address and Refused Delivery
It is the customer’s responsibility to provide a complete and accurate delivery address and to ensure that the delivery can be accepted at that address.
If delivery fails because the address provided is incorrect, incomplete, inaccessible, or because no one is available to receive the goods after reasonable delivery attempts, additional carrier charges may apply where permitted by law.
If goods are returned to us by the carrier due to failed delivery, refusal of delivery without valid reason, or customer error, we may deduct reasonable delivery, return and handling costs from any refund, where permitted by law.
This does not apply where delivery failure is caused by our error or where goods are faulty, damaged, incomplete or incorrectly supplied.
8. Cancellation Before Dispatch
If you wish to cancel an order before dispatch, please contact us as soon as possible through the contact form.
If the order has not yet been dispatched, we will cancel it and issue a refund.
If the order has already been dispatched, you may need to follow the returns procedure or exercise your consumer right to cancel, where applicable.
9. Consumer Right to Cancel
If you are a consumer purchasing online, by telephone or by another distance-selling method, you normally have the right to cancel the contract within 14 calendar days without giving any reason.
The cancellation period expires 14 days after the day on which you, or a third party appointed by you other than the carrier, receive the goods.
If your order is delivered in several separate deliveries, the cancellation period expires 14 days after the day on which you, or a third party appointed by you other than the carrier, receive the last item from the order.
To exercise your right to cancel, you must inform us of your decision to cancel the contract by a clear statement before the cancellation period expires.
You may inform us by using the contact form, by email where available, by using any cancellation form made available on this website, or by any other clear statement.
You do not have to give a reason for cancellation.
Detailed information about the consumer right to cancel, including return procedure, return costs and available cancellation methods, is available on our Returns & Refunds page.
10. Effects of Consumer Cancellation
If you cancel the contract under your consumer right to cancel, we will refund the payments received from you for the returned goods, including the cost of standard delivery where required by law.
We may not refund any additional delivery costs resulting from your choice of a delivery method more expensive than the least expensive standard delivery option offered by us.
We will make the refund without undue delay and, where goods are being returned, no later than 14 days after the day on which we receive the goods back or you provide evidence that you have sent them back, whichever is earlier.
Refunds will be made using the same payment method used for the original transaction, unless expressly agreed otherwise. You will not incur any fees as a result of the refund.
You must send the goods back without undue delay and no later than 14 days after the day on which you informed us of your decision to cancel.
Unless we agree otherwise or unless the goods are faulty, damaged, incomplete or incorrectly supplied, you are responsible for the direct cost of returning the goods.
You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. You may inspect the goods in the same way you would normally be allowed to inspect them in a shop.
11. Return Costs for Heavy, Bulky or Palletised Goods
Some products sold on this website are heavy, bulky, fragile, heat-resistant or palletised and cannot normally be returned by standard post.
If you exercise your consumer right to cancel because you have changed your mind, you are responsible for the direct cost of returning the goods, unless we have agreed otherwise or unless the goods are faulty, damaged, incomplete or incorrectly supplied.
Return transport costs depend on the product weight, size, destination, carrier and return method.
Where goods cannot normally be returned by post, the estimated return cost or estimated maximum return cost will be provided before purchase where required by law, for example on the product page, delivery information page, returns page or checkout.
If you are unsure about return costs for a heavy, bulky or palletised product, please contact us before placing your order.
For heavy, bulky or palletised goods, return costs may be significantly higher than standard parcel postage.
The exact return instructions and available return options will be provided by our customer service team after you contact us.
This does not affect your statutory rights if the goods are faulty, damaged, incomplete or not as described.
12. Returns Procedure
Before returning goods, please contact us through the contact form so that we can provide return instructions.
Where possible, please include your order number and a description of the reason for return.
Goods should be returned securely packaged and protected against transport damage. We recommend using a tracked and insured delivery service.
Returns should be sent to the return address provided by our customer service team. This may differ depending on the product type, warehouse location and delivery destination.
Please do not return goods to any address unless we have specifically instructed you to do so.
Failure to request a return form, return reference or return instructions will not remove your statutory consumer right to cancel, but it may delay processing of your return or refund.
More detailed information about returns, refunds, return costs and the consumer right to cancel is available on our Returns & Refunds page.
13. Exceptions to the Consumer Right to Cancel
The consumer right to cancel may not apply to certain goods, including but not limited to:
- goods made to the customer’s specifications,
- customised or made-to-measure products,
- products cut, mixed, modified or prepared specifically for the customer,
- goods that are liable to deteriorate or expire rapidly,
- sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed,
- goods that, after delivery, have been inseparably mixed with other items.
This does not affect your rights if the goods are faulty, damaged, incomplete or not as described.
The consumer right to cancel does not apply to business customers.
14. Faulty Goods and Consumer Rights
If goods are faulty, damaged, incomplete or not as described, please contact us as soon as possible.
For consumers, goods must be as described, of satisfactory quality and fit for purpose. Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund under UK consumer law.
Where a consumer reports a fault within the first 30 days after delivery, they may have a short-term right to reject the goods and receive a refund, depending on the circumstances.
After the first 30 days, consumers may normally be entitled to a repair or replacement first, and then a price reduction or final right to reject if the repair or replacement is unsuccessful, impossible or not provided within a reasonable time, depending on the circumstances.
The above rights are separate from any commercial warranty or manufacturer guarantee that may be offered with a product.
These rights do not cover defects or damage caused by normal wear and tear, incorrect storage, incorrect installation, misuse, failure to follow instructions, accidental damage, unauthorised modification, or use of the product outside its intended purpose.
Nothing in these Terms & Conditions limits your statutory consumer rights.
15. Product Safety and Instructions
Products must be used, stored, installed and maintained only in accordance with the instructions, safety information and intended purpose provided with the product or made available on this website.
Customers must ensure that all safety instructions are read and followed before installation or use.
Products involving heat, fire, refractory materials, insulation, flues, chimneys, fireplaces, stoves, ovens or other high-temperature applications should only be installed or used by competent persons where technical knowledge is required.
Where product safety labels, warnings, batch details, declarations, conformity information or technical documents are provided, they must not be removed or ignored before installation or use.
We are not responsible for damage caused by misuse, incorrect storage, incorrect installation, failure to follow instructions, use outside the intended purpose, or unauthorised modification of the goods.
16. Product Suitability, Installation and Use
It is the customer’s responsibility to ensure that the selected product is suitable for the intended use, including the required dimensions, temperature resistance, fuel type, installation location, ventilation, flue system, substrate, technical conditions and any applicable building regulations or professional standards.
All products must be installed and used in accordance with the instructions supplied with the product, applicable building regulations, safety rules and professional standards.
Where installation requires technical knowledge, we recommend using a suitably qualified installer.
We strongly advise that you do not book installers or begin project work until all goods have been received, checked and confirmed as correct and suitable.
We are happy to provide general product guidance before purchase, but the final decision regarding product suitability, design and installation remains the responsibility of the customer or installer.
17. Installation, Labour and Project Costs
Customers should not book installers, tradespeople or project work until all goods have been delivered, inspected and confirmed as correct and suitable.
To the fullest extent permitted by law, we are not responsible for installation costs, labour costs, project delays, removal costs, re-installation costs or other consequential costs where the customer arranged work before receiving and checking the goods.
This does not affect your statutory consumer rights or any liability that cannot be excluded under UK law.
18. Refractory Materials and Natural Variations
Due to the nature of refractory and heat-resistant materials, minor surface cracks, colour variations, texture differences or cosmetic changes may occur during transport, installation, drying, curing or normal use.
Such cosmetic changes do not necessarily affect the structural integrity, safety or performance of the product.
This clause does not affect your rights where the product is faulty, not as described or not fit for purpose under UK consumer law.
19. Retention of Title and Risk
Goods remain the property of Vitcas Ltd until full payment has been received.
For consumers, risk in the goods passes to you when the goods are delivered to you or to a person nominated by you to receive them.
For business customers, risk in the goods passes on delivery, collection or at the point otherwise agreed in writing.
20. Limitation of Liability
We are responsible for foreseeable losses caused by our breach of these Terms & Conditions or our negligence, subject to applicable law.
We are not responsible for losses that are not foreseeable, for losses caused by incorrect installation, misuse, failure to follow instructions, unsuitable product selection, unauthorised modification, or use outside the product’s intended purpose.
If you are a consumer, we are not liable for business losses, including loss of profit, loss of business, business interruption or loss of business opportunity.
If you are a business customer, to the fullest extent permitted by law, we are not liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, loss of goodwill, loss of anticipated savings, project delay costs, installation costs, removal costs or re-installation costs.
Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory consumer rights, or liability for defective products where such liability cannot be excluded.
21. Business and Trade Customers
If you purchase goods as a business, trader, installer, reseller or for professional use, consumer cancellation rights do not apply.
Business customers are responsible for ensuring that goods are suitable for their intended professional use and for checking all specifications before ordering.
Business customers must inspect goods promptly after delivery and notify us promptly of any shortage, incorrect goods, visible damage or defect.
Separate trade terms may apply to approved trade accounts.
Where separate written trade terms apply, those trade terms will prevail to the extent of any inconsistency with these Terms & Conditions.
22. Intellectual Property
All content on this website, including text, images, product descriptions, graphics, logos and design elements, is owned by or licensed to Vitcas Ltd or the Vitcas Group and may not be copied, reproduced or used without permission.
23. Data Protection
We process personal data in accordance with our Privacy Policy.
Please refer to our Privacy Policy for information about how we collect, use, store and protect personal data.
If cookies or similar technologies are used on this website, please refer to our Cookie Policy for further information.
24. Customer Service and Legal Information
The seller and operator of this online store for UK customers is:
Vitcas Ltd
Company number: 06497991
Registered in England and Wales
Registered office: 204-208 Broomhill Rd, BS4 5RG, Bristol, England
VAT No.: GB 934170142
Telephone: +44 (0)117 911 7895
For the fastest response, please contact our customer service team using the contact form on this website: Contact form.
25. Complaints and Alternative Dispute Resolution
If you have a complaint, please contact us first so that we can try to resolve the issue directly.
We will review your complaint and respond as soon as reasonably possible.
If you are a consumer and we cannot resolve your complaint through our internal complaints procedure, we will provide information about a certified alternative dispute resolution (ADR) provider where required by law and tell you whether we agree to use that ADR procedure.
We are not currently obliged to use a particular ADR scheme unless we tell you otherwise or unless this is required by law.
You may also seek advice from Citizens Advice or your local Trading Standards service.
26. Governing Law and Jurisdiction
These Terms & Conditions are governed by the law of England and Wales.
If you are a consumer resident in Scotland or Northern Ireland, you may also bring legal proceedings in the courts of the part of the United Kingdom where you live.
Nothing in these Terms & Conditions limits any mandatory consumer protection rights that cannot be excluded under applicable law.
27. Changes to These Terms
We may update these Terms & Conditions from time to time. The Terms & Conditions that apply to your order are the terms displayed on this website at the time you place the order, unless we contact you and you agree otherwise.