Terms & Conditions
Terms & Conditions
General Terms and Conditions of Sale from March 2022 (Internet and telephone sales only)
General
1:1 Soroor is the manufacturer of goods. Goods are delivered to customers direct from Soroor’s warehouse using designated courier services.
1.2 These Terms and conditions apply to all orders placed online at soroor.co.uk. By placing an order you are entering into a contract with Soroor Limited and you are accepting to abide by these conditions. Please read them carefully and if you have any questions, contact our Customer Services team, details on our contact us page.
1:3 If you do not wish to comply with these terms and conditions, then you should not place an order and enter into a contract with Soroor.
1:4 Please note that these terms and conditions do not affect your statutory rights.
Orders – Making a Contract With Us
2.1 When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order. If there are any errors on your email confirmation you must inform us as soon as possible for these to be rectified.
2:2 All orders are subject to acceptance. All details supplied to Soroor must be true and accurate.
2:3 If there are any problems with your order we aim to contact you as soon as we can.
2:4 All images displayed are indications of the product, some items may have small variations.
2:5 To place an order with us please follow the step by step guide on our website or contact our Customer Services who will assist you.
2:6 To place an order with us, you must be a UK resident and over 18 years of age.
Errors
3:1 In the event that any product is displayed with an inaccurate price we have the right to withdraw and cancel the order prior to a contract being made (please see section 2.1 for order contract information).
3:2 Any errors that have been made in the description of our products will be rectified as soon as possible.
Price and Payment
4:1 Prices displayed on our website are inclusive of VAT at the UK standard rate of 20%.
4:2 The total price payable, for all items ordered, will be debited, from the account provided, at the time that the order is placed, once a contract has been made (see section 2.1 for order contract information).
4:3 We accept most major credit/debit cards including Visa, Delta, MasterCard and Switch and we use a secure payment method. We hold no credit or debit card details in our systems.
4:4 You must confirm that the credit or debit card being used is yours in order to purchase product(s) on our website.
4:5 All billing information given must match those held by the bank that issues the card that you are paying with. Failure to supply the correct information may lead to a delay or cancellation of your order. Your order will only be processed once the payment has been authorised.
4:6 All credit/debit card holders are subject to validation checks and authorisation by the card issuer and the merchant bank. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, without prejudice to clause 11, we shall be permitted to cancel our contract with you.
4:7 There is no limit on the number of purchases a customer may make, subject to stock availability.
Availability of Goods
5:1 All single item products and services are subject to availability (except for bundles) and may be withdrawn at any time.
5:2 Any goods that we are unable to supply will be refunded in full or the monies can be used for an alternative product.
5:3 Any items that are not in stock have a lead time. This lead time is an ESTIMATED time, in days. Soroor aim to supply the goods within this time; however this is not always possible. Where there are delays we aim to notify you as soon as we are informed.
Deliveries
6:1 Please check over your items to ensure that they look to be intact before signing for them.
6:2 Notifications of claims – If your goods are damaged when you receive them, please note on the delivery sheet and refuse the items with the delivery agent. Please contact Customer Services who will be happy to rectify this problem as soon as possible.
6:3 If you do sign for goods and later discover them to be damaged, please contact Customer Services as soon as possible and be aware that we may require photographic evidence of the damage before action can be taken.
6:4 Shortages – It is your responsibility to sign for the correct number of packages shown on the delivery sheet, please note any shortages, contact Customer Services. Incorrect items – Please refuse any incorrect items and mark the delivery sheet as incorrect items and please contact Customer Services.
6:5 Please note that dispatch will not take place if you have not received an order confirmation email.
6:6 Soroor can cover any losses arising from incomplete or damaged deliveries once confirmed with assigned Home Agent Couriers as long as images are provided and Soroor’s customer service department must be informed upon arrival.
6.7 We use a delivery agent for our deliveries. Whilst they AIM to deliver between the specified times, on the selected delivery date, we cannot guarantee this. Soroor is unable to cover any loss of earnings etc for these occasions but will do our best to get your goods to you as soon as possible.
Failed Delivery Attempt
7:1 Although at Soroor Limited we always strive to deliver within the agreed dates and times, we do occasionally come up against problems that can make this impossible. In the event that we are unable to make the delivery on the selected date, we will contact you as soon as we can to advise you and make alternative arrangements. Please be aware that, where we use a delivery agent, we are not always able to control the delivery process and have to rely on the information that we are given. Please be patient with us and we will do our very best to assist you.
7:2 If you have supplied incorrect delivery details we will do our best to get your items to you as soon as possible (once we have the correct information). However, there may be a charge for this (see section 8).
7:3 Please note that we cannot be held responsible for any losses arising from a late or failed delivery.
Amending Deliveries
8:1 Amendments to date/addresses before the item has been dispatched from us – Free.
8:2 Amendments to date/addresses after the items have been dispatched from us but before the delivery has been made – £1 (this may affect the delivery date).
8:3 Amendments to date/addresses after a delivery attempt has been made – £1 (this may affect the delivery date).
8:4 Failed delivery attempts, due to no one being at the property – Free (not guaranteed same day.) There will be 3 attempts before the parcel is returned back to sender. If the parcel is returned back to sender there is a charge of £3.50.
8:5 Failed delivery attempts, due to customer supplying incorrect information – Free to reattempt (not guaranteed same day). There will be 3 attempts before the parcel is returned back to sender. If the parcel is returned back to sender there is a charge of £3.50.
Risk
9:1 We recommend that there is a responsible adult to take delivery of any goods and to sign for these goods on delivery. If you require the goods to be left without a signature, Soroor will not be held responsible for any theft or weather damage of your goods. The goods will be left at your own risk and will only be left if there is a signed and dated note, with the customer’s permission, for the delivery agent to take. We do not recommend that your goods are left outside, due to threat of weather damage or theft.
9:2 Once delivery has been made it is the customers responsibility to take reasonable care of the items.
Faulty Items
10:1 If your item develops a fault we will deal with your complaint in accordance with your rights under The Consumer Rights Act 2015.
10:2 We are complying with British Standard Codes of Practice, which provides our customers with additional protection if things go wrong. For further queries please contact our customer service department on +44 (0) 7456 475 950.
Cancellation/Returns
11:1 Please check over your items on delivery to ensure that the packaging is intact and all items appear to be in good condition before you sign for them. If you find your items to be faulty, damaged or incorrect please refuse the items and contact Customer Services as soon as possible. If you find that your items are damaged after you have taken delivery please notify us as soon as possible. We ask that you inspect your items within a reasonable time scale and prior to them being transported anywhere else.
11:2 If you are not satisfied with your purchase for any other reason (excluding manufacturing faults or misdescribed products) and report this, in writing or email, within 30 days, from the date of delivery, you will be given the option to return the product to us for a refund. You must ensure that the goods are adequately packed. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will seek to recover the reduction in value from you. This policy does not affect your legal rights. Once received and checked, any refunds will be issued.
11:3 Prior to returning any items you must inform Customer Services (within 30 days of receipt).
11:4 Once we have received and checked the items’ condition we will inform you and arrange for a refund or exchange. Please note; refunds may take up to 14 days to process and appear on your credit or debit card account.
11:5 Should you wish to cancel your order or return your goods due to a manufacturing fault, once the fault has been confirmed, we will be happy to make the necessary arrangements.