Terms & Conditions

Thompsons E-Parts Online purchase terms and conditions

1. These terms
   • What these terms cover. These are the terms and conditions on which we supply products to you.
   • Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
2. Information about us and how to contact us
   • Who we are. We are Thompsons EParts Limited a company registered in England and Wales. Our company registration number is 09714654 and our registered office is at Rutland Works Vulcan Way, New Addington, Croydon CR9 0DE. Our registered VAT number is GB222891214.
   • How to contact us. Our contact details are on our website https://thompsonsuk.com/contact/ for all our locations. You can also email us at: sales@thompsonseparts.co.uk or telephone us on (01254 914750) or contact us via post at Thompsons eParts Limited, Site 5 Veritas House, Sett End Road North, Shadsworth Business Park, Blackburn BB1 2PT.
   • 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.
   • “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
3. Our contract with you
   • How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
   • If we cannot accept your order. If we are unable to accept your order, we will inform you of this 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 a credit reference we have obtained for you does not meet our minimum requirements, 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.
   • Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
   • What happens after placing your order? After placing an order, you will receive an e-mail from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a product. All orders are subject to acceptance by us. If there is any reason by which we cannot accept or fulfil your whole order then we will use our best endeavours to contact you by the end of the working day (in these terms ‘working day’ shall mean all days other than Saturdays, Sundays and public holidays) following that on which you place your order.
   • Orders outside the UK. If you order products from our website for delivery outside the UK, they may be subject to import duties and taxes which are levied When the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order. Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.
4. Our products
   • 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. In the event that we are out of stock of any product, we will notify you.
   • Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
   • Making sure your measurements are accurate. If we are making the product to measurements, you have given or making modifications you are responsible for ensuring that these measurements are correct. You can find information and tips on how to measure on our website or by contacting us.
5. 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 8.- Your rights to end the contract).

6. Our rights to make changes
   • Minor changes to the products. We may change the product:
     • to reflect changes in relevant laws and regulatory requirements; and
     • to implement minor technical adjustments and improvements, for example to address a security or safety threat. These changes should not affect your use of the product.
   • More significant changes to the products and these terms. In addition, as we informed you in the description of the product on our website, we may make changes to these terms or the product, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.
7. Providing the products
   • Delivery costs. The costs and methods of delivery will be as displayed to you on our website. We try to keep costs down by using a range of couriers. Stated delivery costs are available to mainland UK destinations only and excludes some areas of Highland Scotland, Northern Ireland and Offshore islands – for these areas please contact for a delivery quotation. Next working day options are available only on ex-stock products and on orders placed Monday to Thursday up to 14:30 on the day the order is placed. Please check before ordering If product required is available for next day delivery.

When we will provide the products. As part of the ordering process we will let you know when we will provide the products to you. Goods will be delivered to you as soon as reasonably possible and in any event: for items stocked in our Blackburn warehouse normally within 24-48 hours (however we cannot be liable for any delays by our courier and freight partners whatever the cause); and for manufacturer/supplier direct orders within 3-5 working days, We will contact you it we become aware of an unexpected delay. Specialised or bespoke orders can take longer. An ETA will be quoted at the time of order.

• 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.
• Collection by you. If you have asked to collect the products from our premises, you can collect them from us at any time during our working hours of 7.30am-4.45pm on weekdays (excluding public holidays) and Weekends. Collection is available from the Site 5 Veritas House, Sett End Road North, Shadsworth Business Park, Blackburn BB1 2PT address.
• 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, The courier will leave you a note informing you of how to rearrange delivery or collect the products from Site 5 Veritas House, Sett End Road North, Shadsworth Business Park, Blackburn BB1 2PT.
• 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 Site 5 Veritas House, Sett End Road North, Shadsworth Business Park, Blackburn BB1 2PT 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 2 will apply.
• 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:
  • we have refused to deliver the goods;
  • delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
  • you told us before we accepted your order that delivery within the delivery deadline was essential.
• 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, 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.
• 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 you collect it from us.
• When you own goods. You will own the goods once we have received payment in full.
• What will happen if you do not give required information to us. We may need certain additional information from you so that we can supply the products to you. If so, this will have been stated in the description of the products on our website or we will notify you after we receive your order. 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 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.
• Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:
  • deal with technical problems or make minor technical changes;
  • update the product to reflect changes in relevant laws and regulatory requirements;
  • make changes to the product as requested by you or notified by us to you (see clause 6).

8. Your rights to end the contract
   • 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:
     • 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 a service re-performed or to get some or all of your money back), see clause 11;
     • If you want to end the contract because of something we have done or have told you we are going to do, see clause 2;
     • If you have just changed your mind about the product, see clause 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 (at our discretion) you will have to pay the costs of return of any goods and a re-stocking fee (to be notified to you);
     • In all other cases (if we are not at fault and there is no right to change your mind), see clause 9.
   • 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 (a) to (e) 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:
     • we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 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;
     • there is a risk that supply of the products may be significantly delayed because of events outside our control;
     • 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 3 weeks; or
     • you have a legal right to end the contract because of something we have done wrong.

IF YOU ARE A CONSUMER (NOT BUYING THE PRODUCTS IN THE COURSE OF BUSINESS, TRADE OR PROFESSION):

• Exercising your right to change your mind (Consumer Contracts Regulations 2013). 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.
• You may cancel your Contract and return any unused and intact product(s). You must tell us within 14 working days of receiving the product(s). You must also immediately return the product(s) to us at your cost.
• If you cancel the Contract (as set out in clause 8.4 above) then we will refund you with the money that we have debited from your account within 30 days of receipt of your notice of cancellation less any reasonable sums incurred by us in retrieving and any delivery costs (including but not limited to sums which we have incurred because you have returned the product(s) at our expense).
• No such rights of cancellation (as set out in clauses 8.1 and 8.2 above) applies if you are purchasing the product(s) otherwise than as a consumer.
• If some or all of the product(s) you receive from us are not what you requested or they were damaged in some way whilst being delivered or are not of satisfactory quality you must advise us of this as soon as possible (and in any event within 48 hours of receiving the product(s) after receiving the product(s) by either emailing us at sales@thompsonseparts.co.uk or telephoning us on 01254 914750.
• If you wish to exercise your  rights under clause 8.4 above and return such unsatisfactory, unrequested or damaged product(s) to us you must request a goods return note from us and return the items to us at the following address: Thompsons eParts Ltd, Site 5, Veritas House, Sett End Road North, Shadsworth Business Park, Blackburn, Lancashire, BB1 2PT and in the condition in which you received it/them within 14 working days of receiving such product(s). At our discretion we will either (a) dispatch the correct product or a replacement product to you; or (b) refund you the purchase price. Clause 8.2 does not apply to you in these circumstances.
• If you do not notify us promptly under clause 8.4 and return the Product(s) then we will not replace, cancel or refund the product(s).
• When you don’t have the right to change your mind. You do not have a right to change your mind in respect of:
  • any bespoke or specialised orders, or for products not normally readily available;
  • any products which become mixed inseparably with other items after their delivery.
• 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 1), you can still end the contract before it is completed, but you may have to pay us compensation. 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 reasonable compensation for the net costs we will incur as a result of your ending the contract.

9. How to end the contract with us (including if you have changed your mind)
   • Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
     • Phone or email. Call customer services on 01254 914750 or email us at sales@thompsonseparts.co.uk. Please provide your name, home address, details of the order and, where available, your phone number and email address.
     • By post. Print off the form set out in Appendix 1 below and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.
   • 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, or post them back to us at Site 5 Veritas House, Sett End Road North, Shadsworth Business Park, Blackburn BB1 2PT. Please call customer services on 01254 914750 or email us at sales@thompsonseparts.co.uk for a returns document. 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.
   • Returns and Re-Stocking Fees. Our standard re-stocking fee is 15% however on special order and non-stock parts, including bulk items, this may be subject to a higher re-stocking fee. Please contact us for clarification. Any return can only be accepted if the part is complete, unused and the packaging is undamaged and in ‘as new’ condition (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product in any way. Any product returned damaged will be returned at your cost and a refund will not be granted.
   • Special order returns. Special order and some non-stock items cannot be returned as we are unable to return these items to source. Please check when ordering if the required parts fall under this policy.
   • When we will pay the costs of return. We will pay the costs of return:
     • if the products are faulty or
     • 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; or
     • in most other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
   • 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.
   • Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
     • We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods or any damage incurred by mishandling or handling them in a way which would not be permitted in a shop. Refunds are processed once goods have been received, inspected, and verified. 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.
     • 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.
     • 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.

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 your refund will be made within 30 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 9.2.

10. Our rights to end the contract
    • 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:
      • you do not make any payment to us when it is due and you still do not make payment within 5 days of us reminding you that payment is due;
      • 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, your correct address or any other special delivery or access information; or
      • you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
    • You must compensate us if you break the contract. If we end the contract in the situations set out in clause 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. If there is a problem with the product
    • How to tell us about problems or need help. If you have any questions or complaints about the product, please contact us. You can telephone 01254 914750 or email sales@thompsonseparts.co.uk.

FOR CONSUMERS – We are under a legal duty to supply products that are in conformity with this contract. Summary of your key legal rights This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: a) Up to 30 days: if your goods are faulty, then you can get an immediate refund. b) Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases. c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back. See also clause 8. See also Exercising your right to change your mind (Consumer Contracts Regulations 2013). NB – we cannot be held responsible for parts failing that been fitted by you (possibly incorrectly)

 

• 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 call customer services on 01254 914570 or email us at sales@thompsonseparts.co.uk for a return label. We will pay the costs of postage.

12. Price and payment
    • Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the website or order pages when you placed your order. We use our best efforts to ensure that the price of the product advised to you is correct. However please see clause 3 for what happens if we discover an error in the price of the product you order.
    • 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.
    • 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.
    • When you must pay and how you must pay. We accept payment with Mastercard, Visa, Amex, Paypal, or in some circumstances, by approval only, customers may have a trade credit account.
    • 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.
    • We can charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of Barclays Bank plc from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
    • 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. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.
13. Our responsibility for loss or damage suffered by you
    • 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.
    • 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: 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
    • We are not liable for business losses. We 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
    • How we will use your personal information. We will use the personal information you provide to us:
      • to supply the products to you;
      • to process your payment for the products; and
      • if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.
    • We may pass your personal information to credit reference agencies. Where we extend credit to you for the products, we may pass your personal information to credit reference agencies and they may keep a record of any search that they do.
    • We will only give your personal information to third parties where the law either requires or allows us to do so.
15. Other important terms
    • We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
    • You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee (where relevant)). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. However, you may transfer any guarantee that we give to a person who has acquired the product. We may require the person to whom the guarantee is transferred to provide reasonable evidence that they are now the owner of the relevant item or property.
    • 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, except as explained in clause 2 in respect of any guarantee. 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.
    • 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.
    • 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.
    • 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.

 

 

• Model Cancellation Form – Consumers Only

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

To THOMPSONS EPARTS LIMITED, Site 5 Veritas House, Sett End Road North, Shadsworth Business Park, Blackburn BB1 2PT

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

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

[*] Delete as appropriate