Conditions of Use
Terms and Conditions of Sale
Please read these Terms and Conditions of Sale carefully before placing your order and keep a copy for future reference. These terms apply to the sale of goods by Spares2Repair LTD through its websites and online checkout systems unless a different written agreement applies.
These terms distinguish between sales to consumers and sales to business customers. If you are buying wholly or mainly for purposes relating to your trade, business, craft or profession, the business customer terms in section 16 apply in addition to the rest of these terms.
- About these terms and who they apply to
- How the contract is formed
- Product descriptions, compatibility and availability
- Price and payment
- Delivery, dispatch estimates and risk
- Consumer cancellation rights for unwanted goods
- Returns process and general return conditions
- Faulty goods, damaged goods and wrong items
- Warranty
- Images and product presentation
- Fitting, diagnosis and safety
- Liability
- International orders
- Communications and records
- General legal terms
- Additional terms for business customers
- Governing law and jurisdiction
1. About these terms and who they apply to
These terms apply to all goods supplied by Spares2Repair LTD through its websites, including orders placed for delivery within the United Kingdom and internationally. We do not currently accept orders for delivery to Russia, the United States, Canada, or Belarus.
These terms do not affect any statutory rights that cannot lawfully be excluded or restricted.
Any information shown on the relevant product page, basket, checkout page, shipping information page, or in order-specific notices presented to you before you place your order may form part of the contract where applicable.
2. How the contract is formed
By placing an order you make an offer to buy the goods selected in your order. An order acknowledgement confirms that we have received your order, but it does not mean that we have accepted it.
A contract is formed when we accept your order. Acceptance normally takes place when we issue a dispatch confirmation for the goods, but we may accept earlier where we expressly confirm acceptance in writing.
We may refuse or cancel an order before acceptance, including where:
- payment has not been authorised or cleared;
- we cannot verify the order or delivery details to a standard we reasonably require;
- the goods are unavailable or cannot reasonably be supplied;
- there is a genuine pricing, listing or technical error;
- delivery to the requested destination is unavailable or restricted;
- we reasonably suspect fraud, abuse, resale risk outside our policy, or misuse of our systems.
If we cancel an order before acceptance after taking payment, we will refund the amount paid as soon as reasonably possible to the original payment method.
We may update these terms for future sales at any time. The version that applies to your order is the version made available to you before you place that order.
3. Product descriptions, compatibility and availability
We take reasonable care to describe goods accurately and to display the best information reasonably available to us at the time. Product specifications, compatibility information, dispatch estimates, condition, and stock status may change.
Product compatibility must always be checked carefully before purchase. Tools and information made available on our websites are intended to help identify suitable parts, but the customer remains responsible for checking that the selected part is correct for the relevant appliance and model unless we expressly confirm otherwise in writing.
If a part could have been matched correctly using the model, compatibility tools, product listing information, or clear product identifiers made available before purchase, an order placed for the wrong part may be treated as an order placed in error by the customer.
Stock indicators such as "In Stock", "Available", "Backorder", or similar statements are guidance only unless we expressly guarantee otherwise. "Available" or similar wording may mean that the item is expected to be obtainable from a supplier or manufacturer rather than physically held in our own stock at the time of order.
If a product becomes unavailable after you place your order, we may contact you to offer a reasonable substitute, partial cancellation, or full cancellation and refund, as applicable.
Where a product page, listing, or order flow clearly states that a product is personalised, programmed, configured, custom-prepared for a specific appliance, or otherwise made to your specifications, special return rules may apply.
4. Price and payment
The price of the goods and any applicable delivery charge will be shown during the order process before you place your order. Unless clearly stated otherwise, prices shown for consumer sales are inclusive of VAT where VAT is chargeable.
Payment methods available for a given order will be shown on the relevant site and at checkout. Available payment methods may vary by site, destination, device, and technical configuration. Card payments are accepted on site, PayPal is accepted where offered, and Apple Pay or Google Pay may be available on some sites or devices only.
Payment must be authorised and cleared before dispatch unless we have agreed different written terms.
If there is an obvious pricing, listing, or technical error, we are not obliged to supply the goods at that incorrect price. Where this happens after you place an order, we may cancel the affected item or order and refund any amount paid for the affected goods.
5. Delivery, dispatch estimates and risk
Delivery will be made to the address provided during checkout, subject to any delivery restrictions shown on the product page, shipping information page, basket, or checkout.
Dispatch cut-off times may vary by warehouse, product, destination, carrier, and service level. Any cut-off time or dispatch estimate shown on the product page or during checkout applies to that item or order only and may differ from other products or sites.
Delivery dates and delivery day estimates are estimates only unless we have expressly agreed a guaranteed service in writing. We aim to meet stated estimates but do not promise that every estimate will be met.
We may use Royal Mail, DPD, DHL, UPS, or other delivery partners depending on destination, size, weight, service level, and operational requirements.
Delivery instructions, including requests for safe place delivery or similar courier instructions, may be passed to the carrier but are not guaranteed and remain subject to the carrier's operational discretion.
For consumer sales, risk in the goods passes in accordance with applicable consumer law. Where a consumer has expressly requested delivery to a particular person, safe place, neighbour, or collection arrangement, risk may pass when delivery is completed in accordance with that request.
For business customers, risk passes on delivery in accordance with section 16 unless a different written agreement applies.
If delivery fails because the address provided is wrong, incomplete, inaccessible, refused without valid reason, or the parcel is not collected where collection is required, we may deduct the costs we actually incur in relation to the failed delivery, return, storage, or re-delivery, to the extent permitted by law.
6. Consumer cancellation rights for unwanted goods
This section applies to consumers only. If you buy goods from us online as a consumer, you usually have the right to cancel for any reason within 14 days after the day you receive the goods. If your order is split into multiple deliveries, the cancellation period usually ends 14 days after the day you receive the last item in the order.
To exercise the right to cancel, you must tell us within that period by contacting customer services or by submitting a return request through our returns process. You must wait for our return instructions before sending goods back.
After telling us that you are cancelling, you must send the goods back within 14 days unless we tell you otherwise.
Unless we agree to bear the return cost or the law requires otherwise, you are responsible for the direct cost of returning cancelled goods. If we offer an optional prepaid returns label for a return where you are responsible for the return cost, the label fee may be deducted from your refund if that deduction is clearly disclosed when you select the label.
For a valid consumer cancellation, we will refund the price paid for the goods and the basic outbound delivery charge for the order or affected goods as required by law. If you chose a more expensive delivery option than our basic standard delivery service, we do not have to refund the additional amount above the basic delivery cost.
We may withhold the refund until we have received the goods back or you have supplied evidence that you have sent the goods back, whichever is earlier. Refunds will be made to the original payment method unless otherwise required by law.
We may reduce your refund to reflect any diminution in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. This may include fitting, use, damage, missing parts, damaged packaging, contamination, or other handling beyond what would be permitted in a shop.
The consumer right to cancel does not apply to goods where an exception under applicable law applies. This may include, for example:
- goods made to your specifications or clearly personalised;
- goods that have been programmed, configured, or custom-prepared specifically for your appliance or order where they are clearly personalised or made to your specification;
- sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed;
- other goods falling within a statutory cancellation exception.
Except where faulty, not as described, or where another statutory remedy applies, personal care items, hygiene-sensitive items once unsealed, and clearly personalised or programmed items may therefore be non-returnable.
7. Returns process and general return conditions
Before returning any goods, you must contact customer services or submit a return request and wait for our return instructions. This helps us identify the correct route for cancellation returns, faulty goods, wrong items, damaged deliveries, or warranty claims.
Returned goods should be packed carefully and sent in accordance with any instructions we provide. We recommend using a tracked service where you are arranging the return yourself.
Acceptance of a return request does not itself guarantee a refund. Returned goods are subject to inspection and checking before any refund, replacement, repair, or other remedy is finalised.
If we receive goods back that are not the goods originally supplied by us, have been tampered with, have had identifying marks removed, or have been materially damaged after delivery other than because of the fault complained of, we may reject the return or reduce any refund to the extent permitted by law.
Nothing in this section reduces a consumer's statutory rights in relation to faulty, misdescribed, or otherwise non-conforming goods.
8. Faulty goods, damaged goods and wrong items
If goods arrive damaged, you receive the wrong item, or you believe the goods are faulty, please contact customer services or submit a return request as soon as reasonably possible and wait for our instructions before returning the goods.
Different issues may be handled differently, including:
- goods damaged in transit;
- goods delivered incorrectly because we sent the wrong item;
- goods received that are not suitable because the wrong item was ordered by the customer;
- goods that are dead on arrival;
- goods that develop a fault during the relevant warranty period or statutory remedy period.
We may inspect and test returned goods. If, after inspection and testing, we reasonably conclude that the goods are not faulty and conform to contract, the return may be treated as an unwanted return or customer order error return, as applicable, and handled under the relevant return rules.
For consumers, your statutory rights under the Consumer Rights Act 2015 are not affected. This includes rights in relation to goods that are faulty, not as described, or not fit for purpose.
Where a repair or replacement is appropriate and permitted by law, our preferred remedy route is repair or replacement first where available, followed by refund if repair or replacement is not possible or does not resolve the issue. This preference does not remove any statutory right a consumer may have to reject goods or claim another remedy where the law provides otherwise.
Where we are legally responsible for return costs, including for goods that are faulty or incorrectly supplied, we will bear those reasonable return costs or provide an appropriate return method.
If you continue to use, fit, alter, program, or install goods after a fault, damage, or incorrect supply is or should reasonably have been apparent, this may affect the remedy available to you to the extent permitted by law.
9. Warranty
Unless a different warranty period is stated on the relevant product page or in writing:
- new goods carry a 12 month warranty from the date of delivery; and
- used goods carry a 6 month warranty from the date of delivery.
This warranty is in addition to, and does not replace, any statutory rights available to consumers.
Warranty claims must be raised through customer services or the returns process before goods are returned.
The warranty does not cover faults or damage caused by fair wear and tear, accidental damage, misuse, neglect, improper storage, improper installation, incorrect diagnosis, incorrect voltage or supply conditions, contamination, water ingress, static discharge, unauthorised repair or modification, or use contrary to the manufacturer's instructions or the intended use of the goods.
A warranty claim may be refused where the claimed fault is caused by a fault elsewhere in the appliance or system, by incorrect fitting, or by a cause external to the supplied part.
Where a warranty claim is valid, we may, at our option and subject to your statutory rights, repair the goods, replace the goods, or refund the price paid for the goods.
10. Images and product presentation
Product images, illustrations, diagrams, and photographs are for general identification and illustrative purposes only unless we expressly state that the image shows the exact item you will receive. The actual product, packaging, label, finish, or supplied brand variant may differ.
All website images, text, and content remain our property or the property of our licensors unless otherwise stated.
11. Fitting, diagnosis and safety
Appliance diagnosis and repair involve technical risk. If you are not suitably qualified or competent, you should use an appropriately qualified technician.
Any guidance, compatibility help, diagnosis support, live chat assistance, AI chat assistance, or customer service information we provide is based on the information available to us at the time. It may assist your decision-making, but it is not a substitute for proper inspection, testing, and safe professional diagnosis where needed.
You are responsible for ensuring that installation, testing, programming, and use of any part are carried out safely and appropriately. Always disconnect electrical appliances from the mains and follow all relevant manufacturer instructions and safety procedures.
Damage caused by incorrect fitting, incorrect diagnosis, misuse, or use in an unsuitable appliance or configuration may invalidate warranty or return eligibility to the extent permitted by law.
12. Liability
Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any consumer rights that the law does not permit us to exclude.
Subject to the paragraph above, and to any stricter limits that apply to business customers under section 16, we are not liable for losses that were not reasonably foreseeable when the contract was formed, for losses not caused by our breach, or for business losses suffered by consumers.
Subject to your statutory rights, we are not liable for loss or damage arising from incorrect diagnosis, incorrect fitting, unsafe repair practices, use of a part in an unsuitable appliance or configuration, or failure to follow instructions, where that loss or damage is not caused by a defect in the goods supplied by us.
Our maximum aggregate liability in relation to any order is limited to the amount you paid for the relevant goods and the basic delivery charge relating to those goods, except where the law requires otherwise.
13. International orders
International deliveries may be subject to import duties, taxes, customs charges, handling fees, local restrictions, or clearance requirements imposed by the destination country. These are the responsibility of the recipient unless we expressly state otherwise.
If an international shipment is refused, abandoned, not collected, or returned because duties, taxes, fees, documents, or local import requirements are not dealt with by the recipient, we may deduct the costs we actually incur, including outbound shipping, return charges, and related carrier costs, from any refund to the extent permitted by law.
International transit times are estimates only. Delays caused by customs, border controls, sanctions screening, local carrier processes, weather, or destination-country restrictions are outside our reasonable control.
14. Communications and records
You agree that we may communicate with you using the contact details you provide for order administration, delivery, returns, refunds, customer service, and other communications connected with your order.
Contract confirmations, dispatch updates, and similar records may be provided electronically.
Our use of personal data is described separately in our Privacy Notice.
15. General legal terms
If any provision of these terms is held to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force to the extent possible.
A delay or failure by us to exercise any right or remedy does not waive that right or remedy.
We may transfer our rights and obligations under these terms to another group company or successor business, provided that your statutory rights are not adversely affected. You may not transfer your rights or obligations without our prior written consent.
These terms, together with the information made available to you during the order process and any order-specific written confirmations we send, form the entire contract between you and us for the sale of the goods.
16. Additional terms for business customers
This section applies only where you are buying wholly or mainly for purposes relating to your trade, business, craft, or profession. If there is any inconsistency between this section and the consumer-facing parts of these terms, this section prevails for business customers to the fullest extent permitted by law.
Business customers are responsible for ensuring that the goods are suitable for their intended application, compatible with the relevant equipment, and compliant with any technical, legal, regulatory, safety, or end-use requirements.
Unless we expressly agree otherwise in writing, business orders for non-stock, back-to-back, specially procured, special-order, custom, personalised, programmed, configured, or made-to-order goods may not be cancelled after acceptance and may not be returned for credit unless we agree in writing.
For business customers, any claim for visible shortage, transit damage, or obvious wrong item should be notified to us within 2 business days of delivery. Any claim for a wrong item or visible non-conformity that should reasonably have been apparent on inspection should be notified within 5 business days of delivery and before fitting, resale, further supply, programming, or installation. Any latent defect claim should be notified without undue delay after discovery and, in any event, within the applicable warranty period.
No return from a business customer will be accepted without prior authorisation from us. Where we agree to accept a business return that is not due to our fault, it may be subject to a restocking charge, refusal of outbound shipping refund, and deduction of any costs we incur.
For business customers, risk passes on delivery to the delivery address, safe place, nominated person, site representative, or carrier handling point specified in the order or delivery instructions. Title to the goods does not pass until we have received payment in full in cleared funds for all sums due in respect of the goods.
To the fullest extent permitted by law, and subject always to the non-excludable liabilities set out in section 12, all implied terms, conditions, warranties, and representations relating to merchantability, satisfactory quality, fitness for a particular purpose, or correspondence with description are excluded except to the extent they cannot lawfully be excluded.
To the fullest extent permitted by law, we are not liable to a business customer for any indirect or consequential loss, loss of profit, loss of revenue, loss of business, loss of contracts, loss of goodwill, loss of anticipated savings, loss of use, loss of data, recall costs, third-party claims, downtime, wasted labour, or wasted management time.
Subject to the non-excludable liabilities set out in section 12, our total aggregate liability to a business customer arising out of or in connection with any contract, whether in contract, tort including negligence, misrepresentation, breach of statutory duty, or otherwise, is limited to the price actually paid for the goods giving rise to the claim.
The warranty in section 9 is the business customer's exclusive contractual remedy unless we expressly agree otherwise in writing.
17. Governing law and jurisdiction
These terms and any dispute or claim arising out of or in connection with them, their subject matter, or their formation are governed by English law.
If you are a consumer, you may benefit from any mandatory provisions of the law of the country in which you reside, and nothing in these terms affects rights you cannot lawfully waive.
Subject to any mandatory rights of consumers to bring proceedings elsewhere, the courts of England and Wales have jurisdiction.