Terms and Conditions of Sale
- Our Contract
1.1 These Terms and Conditions govern the supply of goods sold by ACLS Motorhome & Marine. 158C Wellington Lane, Heathhall Ind Est, Dumfries DG1 3PH (we and us) to the customer (you).
1.2 All orders placed by you and purchases of goods from us (whether in-store, by telephone, via our website or by such other means as we may permit) are on the basis of these Terms and Conditions and are subject to acceptance by us either (as applicable): (i) by delivery of the goods to you; or (ii) by providing the goods you have purchased to you at the trade counter, at which point a legally binding contract is constituted between you and us.
1.3 The processing of your payment and acknowledgment of your order (including sending you an email confirming your order is being processed) does not constitute legal acceptance of your order. We do not store credit card details at any time.
2.1 On our website, you may place an order to purchase a product advertised for sale by following the onscreen prompts after clicking on the item you wish to purchase. You will have an opportunity to check and correct any input errors in your order up until the point at which you place your order by clicking the "Place order and pay" button on the checkout page.
2.2 All orders placed by you and purchases of goods by you from us, are subject to acceptance by us (as described in clause 1.2). We may choose not to accept your order or purchase for any reason and will not be liable to you or to anyone else in those circumstances.
2.3 Where we accept your order, we have a legal duty to supply goods that are in conformity with these Terms and Conditions.
- Price & Payment
3.1 The price payable for the goods you order or purchase is as set out in store and on our website at the time you submit your order or, if you order from one of our catalogues, as set out in the catalogue from which you order provided it is a current catalogue, plus any charges for delivery as advised to you.
3.2 Catalogue prices are correct at time of going to press, and we reserve the right to update prices in future catalogues which will then supersede the prices in any previous catalogue. We also reserve the right to change the price of commodity goods, such as copper, at any time due to market conditions but we will confirm the prevailing price with you before accepting your order or purchase. We are not obliged to accept your order or purchase for such goods and may decline it or limit the order quantity.
3.3 Occasionally, we advertise goods at a promotional price; you must quote the relevant promotion code, otherwise you may be charged the full price.
3.4 Occasionally, an error may occur, and goods may be either incorrectly priced or described in which case we will not be obliged to supply the goods at the incorrect price or in accordance with the incorrect description or at all. We reserve the right to correct any errors from time to time. We will (at our discretion) either cancel your order and refund the price you have paid or use reasonable endeavours to contact you and ask you whether you wish to continue with the order at the correct price or correct description. If we are unable to contact you or you do not wish to continue with the order at the correct price or correct description, we will cancel your order and refund the price you have paid.
3.5 We must receive payment for the whole of the price of the goods you order and purchase, and any applicable charges for delivery, before your order can be processed unless we have agreed otherwise in advance in writing.
3.6 For website orders, payment can be made by most major credit or debit cards or PayPal, by completing the relevant details on the checkout page.
3.7 By using a credit/debit card to pay for your order or purchase, you confirm that the card being used is yours or that you are authorised to use it. By using PayPal you confirm that the PayPal account being used is yours.
3.8 All credit/debit card holders are subject to validation checks and authorisation by the card issuer. All PayPal payments are subject to authorisation by PayPal. If the issuer of the card or PayPal refuses to authorise payment we will not accept your order or purchase, we will not be obliged to inform you of the reason for the refusal, and we will not be liable for the item not being delivered or provided to you. We are not responsible for the card issuer or bank charging the holder of the card as a result of our processing of your credit/debit card payment in accordance with your order or purchase or if PayPal charges you for making the order.
3.9 We recommend that you do not communicate your payment card details or PayPal details and password to anyone, including us, by email. Subject to clause 9.5, we cannot be responsible for any losses you may incur in transmitting information to us by internet link or by email. Any such loss shall be entirely your responsibility.
3.10 If you are a trade customer, you are responsible for all orders placed by your employees and for any purchases made on cards issued to you and we are not bound by any individual order limit you may impose on your employees.
3.11 If you are a trade customer, you may not withhold payment of any invoice or other amount due to us by reason of any right of set off or counterclaim, which you may have, or allege to have.
3.12 We shall be entitled at all times to set off any debt or claim which we may have against you against any sums due from us to you.
3.13 The format of our invoice and statements to you will solely be dictated by us.
- Delivery & Title
4.1 Unless you choose to collect the goods from one of our trade counters (including via our Click & Collect or Call & Collect service) and except in exceptional circumstances (as contemplated in clause 12), we aim to deliver the goods in accordance with your order usually within the stated delivery time (except in exceptional circumstances) but not more than 30 days after the day you place your order, unless otherwise agreed between you and us, subject always to clause 6. We reserve the right to deliver an order in instalments by separate delivery shipments.
4.2 Before placing your order, please refer to the delivery options set out on our website and in our catalogues to ensure that we can deliver to your address. A valid signature may be required on collection or delivery. In the unlikely event that you have not received all the goods within the stated delivery time, you must notify us immediately. We strongly suggest that you do not schedule or commence any installation work until after you have received your order and checked all the goods are suitable for your purposes and do not have any defects or missing parts.
4.3 For reasons of health and safety and to avoid any property damage, items can only be delivered to the exterior of a ground floor location at the delivery address. You must therefore make your own arrangements at your own risk if the relevant item needs to be transported from the delivery location. We will not provide any unpacking, installation, fitting or waste removal services upon delivery unless otherwise agreed by us in writing.
4.4 You must do all that you reasonably can to enable delivery to take place at the given time and place. If you delay delivery, or delivery fails because you have not taken appropriate steps, we will try to arrange for an alternative delivery date within 30 days of the failed delivery. If delivery fails as a result of circumstances within your reasonable control, the cost of any re-delivery shall be borne by you. If we are unable to arrange a date for re-delivery we may cancel your order and refund to you the price that you have paid for the goods.
4.5 Without prejudice to clause 4.4, upon delivery of the goods to you or collection of the goods by you, the goods shall be at your risk and responsibility. In spite of delivery or collection, ownership (also known as “title”) in the goods shall not pass to you until you have paid the price for the goods in full and, where other sums payable to us from you are overdue, you have paid those sums too. Until title in the goods passes from us to you, you shall: (i) not be entitled to use the goods; (ii) safely hold the goods for us; (iii) return the goods to us immediately if we ask you to; and (iv) be liable to us for any loss, damage or destruction of the goods. In addition, until title in the goods passes from us to you, you shall store the goods at your own cost separately from all other goods in your possession and marked in such a way that they are clearly identified as our property. You grant us an irrevocable licence to enter, with or without vehicles, any of your premises for the purpose of inspecting or repossessing the goods.
- Click & Collect / Call & Collect
5.1 The terms set out under this clause 5 apply in relation to "Click & Collect" or "Call & Collect" orders.
5.2 These services are available on all goods marked as available for "Store Collection" on our website and in our catalogue.
5.3 In accordance with clause 1.2, acceptance of your order and the formation of a contract between us will take place when we hand the purchased goods over to you at the trade counter.
5.4 If you need to cancel your order after you have submitted it, please call us on 01555 662185.
5.5 Before you place your order you will be asked to confirm which trade counter you wish to collect the item from. You must collect the item from the trade counter you select.
5.6 Subject to clause 6, if your item is in stock at the trade counter, we will aim to ensure that it is available for collection from the trade counter in as little as 1 minute (during store opening hours) after we receive your order and successfully process your payment.
5.7 Subject to clause 6, any item not in stock on the day of ordering can usually be made available for collection from 12pm on the next working day. Alternatively, where possible you can part-collect the available goods the same day from your selected trade counter and collect the remaining goods from 12pm the next working day.
5.8 Items are available for collection only during normal opening hours for the relevant trade counter as set out on our website for details of opening hours and locations).
5.9 We will carry out an in-store verification before you can collect your goods. If you have paid by credit/debit card, this will involve you inserting the card you used to make the purchase into the chip and pin machine and inserting the PIN. Therefore, you must bring the card with you when you collect your goods. If you have paid by PayPal, you will be informed at the time of the order what you need to bring with you to collect your goods.
5.10 If you do not collect your order within 21 days then your order will be cancelled, and the value of your order will be applied as a customer credit to your ACLS Retail record. Please call or visit us to arrange a refund.
5.11 Installation service
If the product you purchased / order is for installation by us the following additional terms are an integral part of the contract of sale.
We will issue you with an appointment via email for the fitting of your order. This email will contain the fitting date and an approximate fitting time. If you accept this appointment as issued, no further action is required on your part. If it is unsuitable you must advise within 24hrs of email receipt by replying to the email. Our installation deposit is NON refundable 14 days after an appointment has been issued.
24hrs prior to your appointment a reminder email will be sent. On the day of installation, you will receive a further email and SMS indicating that the engineer is traveling to your appointment. This email / SMS will contain a link to track the engineer to your site, it will also give you an accurate indication of arrival time.
On installation day, our engineer will require a safe place to work. We CANNOT work on a main road, as it is not safe for our engineers. (a main road is defined as ANY road or space where other traffic needs to pass the vehicle sides whilst raised on our ramps)
Any appointment rescheduling / changes to your listed appointment must be advised prior to 5 days of appointment date by calling 01555 728515. We will not apply any charge for these changes.
Rescheduling of your appointment within 5 working days of your appointment will be billed at £150.00
Missed appointments will be billed at the following rate.
A missed appointment is defined as follows, our engineer attends your site on the appointed day and within the appointed time and no one is at home or your vehicle has more than 1/2 tank of fuel.
In addition to these main reasons a number of others can be added for example your vehicle will not start, no access to vehicle. This list is not exhaustive.
Actual driving hours to and from your address as calculated by Google maps from our DG1 3PH address. Rate £69.00 per hour.
In addition to this there will be a mileage charge of £0.49 per mile, again to and from your location calculated by google maps.
6.1 All goods are subject to availability. While we endeavour to hold sufficient stock to meet all orders and purchases, if we have insufficient stock to supply or deliver the goods ordered and paid for by you, we will attempt to contact you using the details you have provided to us to ask you how you wish to proceed. We may, at our discretion, process any part of the order which is available. Where goods are out of stock, we will refund you the price paid for such goods as soon as possible and in any case within 14 days or, in the case of an account customer, we may, in our absolute discretion, as soon as possible raise a credit to offset the amount invoiced to you.
- Manufacturer's Warranties & Guarantees
7.1 Some of our goods are sold with a manufacturer's warranty, guarantee or similar assurance (please see the relevant product description on our website for further details). Any complaint, query or claim under a manufacturer's warranty, guarantee or similar assurance must be made direct to the manufacturer and we do not have any responsibility or liability under or in connection with any such warranty, guarantee or assurance.
7.2 Any manufacturer's warranty, guarantee or similar assurance applies in addition to your legal rights if you are a consumer.
7.3 Some products may feature an extended manufacturer’s warranty. These need to be registered within 28 days of purchase – see the product documentation for more information
7.4 Any / all warranty works require the vehicle to be delivered to one of our appointed service centres.
- Cancellation, Returns & Refunds
8.1 SUPPLY ONLY: You may cancel your order and return the items purchased to us by giving us notice of cancellation within 30 days of the date of delivery to you or your collection from a trade counter (as applicable). In relation to goods delivered to you, you may need to take delivery of the goods before you can cancel your order if the goods are placed into our delivery process before we receive your notice of cancellation. Where your order comprises multiple delivery shipments, the 30 day cancellation period for the goods in your order runs from the date of the delivery of the last shipment to you. The sale is not cancelable once the unit has been used. Any issues will be dealt with by the way of a warranty claim
8.1a INSTALLATION: You may cancel your installation order within 14 days of placing your order prior to the actual installation. After expiry of this 14 day period we reserve the right to refuse a refund as our engineers will have been allocated your installation. If a refund is granted, we will refund the advertised cost of the actual heater/ solar panel / other goods on the date order was replaced, thus refund would be order value minus goods cost as these can be returned to stock. We will not accept order cancellation within the 14 day period if fitting date is within 7 working days from date of cancellation notification. We do not accept order cancellation after unit has been fitted and signed off by the customer on installation day. If the customer experiences any issues with the heater after installation, the issue will be dealt with by way of a warranty claim. On road vehicles, all warranty work required must be brought to our service centre. On marine installations the heater unit must be returned to our service centre. We can attend the client's site for warranty purpose, but we will make a charge of £65 plus our defined area callout charge. See warranty policy.
8.2 You will lose your right to cancel after the expiry of the 30 day period referred to in clause 8.1. You will lose your right to cancel after installation referred to in clause 8.1a
8.3 To exercise your right to cancel, you may inform us of your decision to cancel by post using the contact details.
8.4 On cancellation for whatever reason, where you have received the goods you must return the goods to us (together with the original packaging) without undue delay and in any event within 14 days after the day of the cancellation at your cost (subject to clause 8.11), unless we agree that you may dispose of them, in which case please comply with the manufacturer's instructions before disposing of hazardous goods. You must return goods with all components and also any promotional items received (including free gifts) or discounted additional products. The goods must not be in a used condition. For more information on the ways in which you can return the goods you have received, please call us on 01555 662185. You can return certain goods by post from your local Post Office and larger goods by our carrier pick up service. We may charge a fee for the carrier pick up service; the amount of the fee will depend on the good(s) returned, but the maximum fee is £20.
8.5 Following cancellation, subject to clause 8.7, we will refund you the price paid for the cancelled order (or part of the order cancelled). Where you cancel the entire order, we will also refund the standard delivery charges (or an amount equal to the standard delivery charges if you elect to use a more expensive delivery method) paid. Where you cancel part of an order, we will not refund the delivery charges. We will pay the refund within 14 days after the day:
8.5.1 you notified us to cancel your order, where you have not received the goods; or,
8.5.2 we receive the goods you returned to us, where you are in receipt of the goods; or
8.5.3 you provide us with a proof of return for the goods, where you have returned the goods, but we have not yet received them.
8.6 We will refund you using the same means of payment as you used to pay for your order or purchase. For PayPal purchases we will provide you with a refund or customer credit (at your option).
8.7 We reserve the right to make a deduction from the amount of the refund for loss in value of the goods returned where the goods show signs of unreasonable use; for these purposes, unreasonable use includes handling the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods. We may withhold any refund until we have received the goods, or you have supplied proof of return for the goods
8.8 Your right of cancellation does not apply to goods that are cut or mixed to your requirements, made to measure, made to order, made to your specifications or clearly personalised (for example, made to order radiators, ducting, fuel line). Your right of cancellation does not apply to goods which are not suitable for return due to health protection or hygiene reasons (such as water pumps), if you have opened the product packaging after delivery or collection.
8.9 If you cancel your order for a product delivered direct from our supplier, please contact us and we will arrange for our supplier to collect from you. Some collections may incur a charge; the amount of the charge will depend on the good(s) returned, but the maximum fee is £20.
8.10 Where the goods are being returned because they are faulty or incorrect, we will meet the cost of return delivery, but we ask that you allow us to nominate the carrier. Your right to return goods in these circumstances is not limited to the 30-day period in clause 8.1.
8.11 Without prejudice to your right to cancel orders generally under this clause 8, if you have notified us of a problem with the goods within 30 days of delivery or collection, you have a right to reject the goods and receive a full refund, or alternatively we are happy to provide a replacement.
8.12 If an item develops a fault after 30 days following delivery or collection, we may offer a repair or replacement of the item or offer a price reduction or refund. If the product is to be repaired, and the manufacturer has provided a helpline, repair service or warranty, we may ask you to make contact with the manufacturer direct or we can do this on your behalf. If there is no such service or warranty with the product, in most instances we will either offer a repair or where this is not possible, we will replace the item with the same or an equivalent model.
8.13 All Webasto, GasIt, Eberspacher, Autoterm, Solar panels/ controllers and Air suspension systems orders are classed as Special Orders.
This is because we order the items direct from our supplier on receipt of your order. Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 SI 2013/3134, you have the legal right to cancel your order up to 14 calendar days after the day on which you order the goods goods (with the exception of any made to order items or Special orders).
All above order items are classed as Special Orders. On receiving your order , we order and pay for your purchased goods direct from our supplier. On order cancellation you will be charged a restocking fee along with shipping charges both from the supplier to us and our shipping to return to the supplier, These are not our charges. The supplier may refuse to accept return of the goods, in this event, we will at our discretion refund the installation portion of the full order and ship the goods purchased on your behalf to you.
Legal Rights as a Consumer
8.14 The provisions of this clause 8 do not affect your legal rights if you are a consumer.
9.1 If you purchase goods from us as a consumer (which means anyone who acts outside the course of their business, trade or profession), to the extent not prohibited by law, we accept no liability for any:
9.1.1 loss which is not foreseeable (loss is foreseeable if it was an obvious consequence of our breach or if it was contemplated by you and us at the time you and we entered into our contract);
9.1.2 loss which arises when we are not at fault or in breach of these Terms and Conditions; and
9.1.3 business loss (which includes loss of profits, loss of business, contracts, goodwill, business opportunity and other similar losses, as well as business interruption).
9.2 If you are a trade customer, we shall have no liability to compensate you (whether in contract, tort (including negligence), breach of statutory duty or otherwise), other than any refund we make under these Terms and Conditions or otherwise at our discretion.
9.3 Without prejudice to clause 9.2, if you are a trade customer, we shall not be liable to you (whether in contract, tort (including negligence), breach of statutory duty or otherwise) for any: (i) loss of profits, business, contracts, goodwill, business opportunity and other similar losses, or any business interruption; or (ii) indirect or consequential loss, neither will we be liable to you for any other loss which is not a foreseeable consequence of us being in breach of these Terms and Conditions or our legal duties.
9.4 If you are a trade customer, you acknowledge and agree that these Terms and Conditions constitute the entire and only agreement between us
9.5 Nothing in these Terms and Conditions is intended to affect your legal rights if you are a consumer, nor is it intended to exclude or limit our liability to you for fraud, fraudulent misrepresentation, for death or personal injury resulting from our negligence or for any other liability which cannot be limited or excluded as a matter of applicable law.
9.6 Goods are intended for use in the UK only and we cannot confirm that the goods comply with any laws, regulations or other standards applicable outside the UK. All goods are sold in accordance with the manufacturers specifications and are subject to any qualifications, representations or instructions contained in the documentation associated with the goods.
9.7 If you are a trade customer and subject to clause 9.5, we will not be responsible to you or, in the event that you are undertaking work for another person, to any other person, for the use or installation of any goods by you. Accordingly, if you are a trade customer, you hereby agree to hold us harmless from and indemnify us against any liability associated with, any claim or allegation that we are responsible for any failings in the installation or use of goods that we supply.
- Age Requirements for Specific Goods
10.1 Where you place an order for or otherwise purchase age-restricted goods such as solvents, you confirm that you are over the age of 18 and that (where applicable) delivery will be accepted by a person over the age of 18. We reserve the right to cancel your order or purchase if we reasonably believe you do not meet the age restrictions for certain goods.
11.1 We may suspend further supply or delivery, stop any goods in transit or terminate our contract by notice in writing to you if you are in breach of an obligation hereunder or you become unable to pay your debts when they fall due or proceedings are or are reasonably likely to be commenced by or against you alleging bankruptcy or insolvency or an administrator, receiver or administrative receiver is appointed or is reasonably likely to be appointed over all or part of your undertaking and assets. Upon termination, any payments you owe to us (even if they are not yet due for payment) will be immediately due and payable and we shall be under no further obligation to supply goods to you.
12.1 Warranty. Please see our warranty policy for full details. A copy is available on our website.
Effective revision date: 01/11/2022