TERMS AND CONDITIONS FOR SUPPLY OF GOODS, FITTING AND/OR AUDIO VISUAL PLANNING SERVICES TO CONSUMERS
1.1 When the following words with capital letters are used in these Terms, this is what they will mean:
(a) Event Outside Our Control: is defined in clause 14.2;
(b) Fitting Services: the fitting services that We provide to you as set out in the Order;
(c) Goods: Joinery, Lighting Fixtures and Control, Blinds and Shades, Audio Visual Equipment, Acoustic treatments,
Furniture, equipment and/or goods that We are selling to you as set out in the Order;
(d) Order: your order for the Goods and/or Audio Visual Planning Services;
(e) Audio Visual Planning Services: the design services that We are providing to you as set out in the Order;
(f) Terms: the terms and conditions set out in this document; and on the Order.
(g) We/Our/Us: 1st Stop Audio Visual Limited (registered in England and Wales with company number No: 04458541).
1.2 When We use the words “writing” or “written” in these Terms, this will include e-mail unless We say otherwise.
2. OUR CONTRACT WITH YOU
2.1 These are the terms and conditions on which We supply Goods and/or Audio Visual Planning Services to you.
2.2 Please ensure that you read these Terms carefully, and check that the details on the Order and in these Terms are
complete and accurate, before you sign and submit the Order. If you think that there is a mistake, please Contact Us to
discuss. We will confirm any changes in writing to avoid any confusion between you and Us.
2.3 When you sign or submit the Order to Us, this does not mean We have accepted your order for Goods, Fitting
Services and/or Audio Visual Planning Services. Our acceptance of the Order will take place as described in clause 2.4. If
We are unable to supply you with the Goods, Fitting Services and/or Audio Visual Planning Services, We will inform you of
this in writing and We will not process the Order.
2.4 These Terms will become binding on you and Us when We issue you with a written acceptance of an Order, at which
point a contract will come into existence between you and Us.
2.5 We shall assign an order number to the Order and inform you of it when We confirm the Order. Please quote the
order number in all subsequent correspondence with Us relating to the Order.
2.6 Our website, catalogue and brochure are solely for the promotion of Our Goods, Fitting Services and/or Audio Visual
Planning Services in the UK.
2.7 The images of the Goods on Our website, in Our catalogue/brochure, and in the audio visual planning drawings we
prepare as part of the Audio Visual Planning Services are for illustrative purposes only. Although We have made every
effort to display the colours accurately, We cannot guarantee that your computer’s display of the colours or the printed
pictures accurately reflect the colour of the Goods. The Goods you receive may vary slightly from those images.
3. CHANGES TO ORDER OR TERMS
3.1 We may revise these Terms from time to time due to changes in relevant laws and regulatory requirements.
3.2 If We have to revise these Terms under clause 3.1, We will give you at least one month’s written notice of any
changes to these Terms before they take effect. You can choose to end the contract before these changes take effect and
receive a refund for any Goods, Fitting Services or Audio Visual Planning Services, which will be calculated in accordance
with clause 15.1.
3.3 You may make a change to the Order for Goods, Fitting and/or Audio Visual Planning Services at any time before We
despatch the Goods and/or provide the Audio Visual Planning or Fitting Services by contacting Us, except in the case of made-to-measure Goods. Where this means a change in the total price of the Goods, Fitting and/or Audio Visual Planning
Services, We will notify you of the amended price in writing. You can choose to cancel the Order in accordance with
clause 15 in these circumstances.
3.4 If you wish to cancel an Order before it has been fulfilled, please see your right to do so in clause 15. In the case of
made-to-measure Goods, unfortunately, because We make these Goods to your specific requirements, you may not be
able to cancel an Order once it is made. If We do agree to cancel an Order for made-to-measure Goods, you will be liable
for Our costs and expenses reasonably incurred up until the date of cancellation.
3.5 We may make a minor change to an Order for Goods, Fitting Services and/or Audio Visual Planning Services:
(a) to reflect changes in relevant laws and regulatory requirements; or
(b) to implement minor technical adjustments and improvements,
that will not adversely affect your use of the Goods, Fitting Services and/or Audio Visual Planning Services.
4.1 We will supply the Audio Visual Planning Services and/or Fitting Services to you from the date agreed between Us in
writing until the estimated completion date set out in the Order.
4.2 We will make every effort to complete the Audio Visual Planning Services and/or Fitting Services on time. However,
there may be delays due to an Event Outside Our Control. See clause 14 for Our responsibilities when an Event Outside
Our Control happens.
4.3 We will need certain information from you that is necessary for Us to provide the Audio Visual Planning Services,
including but not limited to measurements of the relevant space, preferred colour schemes, design preferences etc. We
will contact you about this. If you do not, after being asked by Us, provide Us with this information, or you provide Us with
incomplete or incorrect information, We may make an additional charge of a reasonable sum to cover any extra work that
is required. We will not be liable for any delay or non- performance where you have not provided this information to Us
after We have asked.
4.4 We may have to suspend the Audio Visual Planning Services and/or Fitting Services if We have to deal with technical
problems, or to make improvements agreed between you and Us in writing to the Audio Visual Planning Services and/or
Fitting Services. We will contact you to let you know in advance where this occurs, unless the problem is urgent or an
emergency. You do not have to pay for the Audio Visual Planning Services and/or Fitting Services while they are
suspended under this clause 4.4 but this does not affect your obligation to pay any invoices We have already sent you.
4.5 If you use the Audio Visual Planning Services, We will own the copyright, design right and all other intellectual
property rights in the Goods and any drafts, drawings or illustrations We make in connection with the Audio Visual
Planning Services for you.
5. IF THERE IS A PROBLEM WITH THE GOODS OR THE SERVICES
5.1 In the unlikely event that there is any problem with the Audio Visual Planning Services, Goods and/or Fitting Services:
(a) please Contact Us and tell Us as soon as reasonably possible;
(b) please give Us a reasonable opportunity to repair or fix any problem; and
(c) We will use every effort to repair or fix the problem as soon as reasonably practicable.
5.2 You will not have to pay for Us to repair or fix a defect with the Audio Visual Planning Services, Goods and/or Fitting
Services under clause 5.1.
5.3 As a consumer, you have legal rights in relation to Audio Visual Planning Services and/or Fitting Services not carried
out with reasonable skill and care. Advice about your legal rights is available from your local Citizens’ Advice Bureau or
Trading Standards office. Nothing in these Terms will affect these legal rights.
6. MADE – TO – MEASURE GOODS
6.1 We make the Goods according to the measurements you provide
Us. You can find information and tips on how to measure in Our brochure or on Our website, or by contacting Us for Audio
Visual Planning Services. We will visit your premises in order to confirm all measurements before We proceed to
manufacture the Goods.
6.2 Unfortunately, We cannot accept the return of made-to-measure Goods if the reason for the return is because you
provided Us with incorrect measurements. However, this will not affect your legal rights as a consumer in relation to
made-to-measure Goods that are faulty or not as described. Advice about your legal rights is available at your local
Citizen’s Advice Bureau or Trading Standards office.
7. DELIVERY OF GOODS
7.1 Please note that timescales for delivery and delivery charges will vary depending on the availability of the Goods and
your address. Unfortunately We do not deliver to addresses outside the UK.
7.2 In order to postpone an agreed delivery date, We require a minimum of 3 weeks’ notice in writing. Cancellation or
postponement of a delivery may be subject to a charge.
7.3 Occasionally, delivery to you may be affected by an Event Outside Our Control. See clause 14 for Our responsibilities
when this happens.
7.4 If no one is available at your address to take delivery, We will leave you a note that the Goods have been returned to
Our warehouse, in which case, please Contact Us to rearrange delivery.
7.5 If We are not able to deliver the whole of the Order at one time due to operational reasons or shortage of stock, We
will deliver the Order in instalments. We will not charge you extra delivery costs for this.
7.6 If We miss the delivery deadline for any Goods then you may cancel your Order straight away if any of the following
(a) We have refused to deliver the Goods; or
(b) you told Us before we accepted your order that delivery within the delivery deadline was essential.
7.7 If you do choose to cancel your Order for late delivery you can do so for just some of the Goods or all of them, unless
splitting them up would significantly reduce their value. If the Goods have been delivered to you, you will have to return
them to Us or allow Us to collect them, and We will pay the costs of this. After you cancel your Order We will refund any
sums you have paid to Us for the cancelled Goods and their delivery.
7.8 Delivery of an Order shall be completed when We deliver the Goods to the address you gave Us or a carrier
organised by you to collect them from Us and the Goods will be your responsibility from that time.
7.9 You will only own title to the Goods once We have received payment for the Goods from you in full. Until this time,
(a) store the Goods separately from all other goods held by you so that they remain readily identifiable as Our
(b) not remove, deface or obscure any identifying mark or packaging on or relating to the Goods;
(c) not annex the Goods to your premises or the premises of any third party without Our consent in writing;
(d) maintain the Goods in satisfactory condition and keep them insured against all risks for their full price from
the date of delivery
(e) allow Us access to your premises where the Goods are stored or procure the consent of any third parties to
allow us access to any third party premises where the Goods are stored
(i) in order to confirm that you have complied with your obligations in clauses 7.9(a) to 7.9(d) above; and
(ii) in the event that we do not receive payment in full within a reasonable time period, to recover the Goods
8.1 We will contact you to arrange a suitable delivery date. Time of delivery is not of the essence of the
contract. Goods will be delivered to Our warehouse in the United Kingdom on the week before your scheduled
delivery date. The Goods will be stored at Our warehouse free of charge for one week. After this time, you will
be charged for the storage of the Goods at Our standard storage rates and delivery will not take place until Our
storages charges have been paid in full.
8.2 Without prejudice to any claim We might have against you for damages, We retain the right to resell any
Goods which are not collected from Our warehouse within 6 months of the date that the Goods are delivered to
9. IF THE GOODS ARE FAULTY
9.1 As a consumer, you have legal rights in relation to Goods that are faulty or not as described. Advice about
your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in
these Terms will affect these legal rights.
10. SELLER ‘ S GUARANTEE OF GOODS
10.1 We guarantee that on delivery and for a period of 12 months from delivery, the Goods shall be free from
material defects. However, this guarantee does not apply in the circumstances described in clauses 10.2 and
10.2 This guarantee does not apply to Goods that are subject to a third party manufacturer’s guarantee (for
information on third party manufacturer’s guarantees, please see clause 11) or to any defect in the Goods
(a) careless or incorrect installation;
(b) fair wear and tear;
(c) wilful damage, abnormal storage or working conditions, negligence by you or by any third party;
(d) if you fail to operate or use the Goods and/or Audio Visual Planning Services in accordance with
the user instructions;
(e) accidental damage, including but not limited to impact, natural disaster and fire;
(f) any dissembling, alteration or repair by you or by a third party who is not one of Our authorised
(g) any specification provided by you.
10.3 We do not guarantee against:
(a) any defects that cannot be attributed to issues in the manufacture of the Goods;
(b) natural variations in the colour of wood;
(c) changes in colour under ambient or artificial light;
(d) slight variations in dimensions owing to high humidity or dry conditions and the grain of wood;
(e) knots or other natural characteristics of wood;
(f) occasional natural marks or wrinkles in suede or leather goods; or
(g) changes in brightness and tone, specks and slight imperfections.
10.4 We shall, at Our discretion, repair, replace or re-install any defective Goods reported to Us within a
reasonable time of discovery and within 12 months of delivery, unless any of the circumstances in clause 10.2
10.5 If We determine in Our sole discretion that the reported defect is due to fair wear and tear or wilful
damage, or the defect is reported outside of the 12 month guarantee period, We will charge you a £195 plus
VAT call out charge, plus expenses and you will be liable for the costs of any repair or replacement.
10.6 This guarantee is in addition to your legal rights in relation to the Goods that are faulty or not as described.
Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
11. THIRD – PARTY MANUFACTURER ‘ S GUARANTEE OF GOODS
11.1 Lighting, Blinds and Shades, Audio Visual Equipment, Acoustic treatments and certain other products
provided to you by Us come with a third party manufacturer’s guarantee. For details, please refer to the
manufacturer’s guarantee provided with these goods.
11.2 This guarantee is in addition to your legal rights in relation to the Goods that are faulty or not as described.
Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
12. PRICE AND PAYMENT
12.1 The price of the Goods and/or Audio Visual Planning Services will be set out in Our price list in force at the
time We confirm your Order. Our Fitting Services charges and/or Audio Visual Planning Services charges will
be set out in your Order. Our prices may change at any time, but price changes will not affect Orders that We
have confirmed with you.
12.2 Our prices include VAT. However, if the rate of VAT changes between the date of the Order and the date of delivery
or performance, We will adjust the rate of VAT that you pay, unless you have already paid for the Goods and/or Audio
Visual Planning Services in full before the change in the rate of VAT takes effect.
12.3 The goods price excludes delivery and installation costs, which will be shown separately in your Order.
12.4 Where We are providing Audio Visual Planning Services to you, We will not provide you with the Audio Visual
Planning drawings until We have either received an Order for Goods, or until you have paid for the Audio Visual Planning
Services in full, whichever is the earliest.
12.5 Where We are providing Goods to you, you must (unless the price of the Goods is £10,000 or less) make payment
for 50% of the price of the Goods on the date of your Order. The remaining 50% of the price will be due prior to the
delivery of the Goods. Where the price of the Goods is £10,000 or less, you must make payment for 100% of the price of
the Goods on the date of your order. Goods will not be delivered until We receive payment in full and storage charges will
apply if the Goods are stored at Our warehouse for longer than one week.
12.6 If you do not make any payment due to Us by the due date for payment, We may charge interest to you on the
overdue amount at the rate of 4% a year above the base lending rate of Natwest 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.
12.7 However, if you dispute an invoice in good faith and Contact Us to let us know promptly after you have received an
invoice that you dispute it, clause 12.6 will not apply for the period of the dispute.
13. OUR LIABILITY TO YOU
13.1 If We fail to comply with these Terms, We are responsible for loss or damage you suffer that is a foreseeable result
of Our breach of the Terms or Our negligence, but We are not responsible for any loss or damage that is not foreseeable.
Loss or damage is foreseeable if it is an obvious consequence of Our breach or if it was contemplated by you and Us at
the time we entered into this contract.
13.2 If We are installing the Goods in your property, you agree:
(a) to make sure the fitter has access to your property at reasonable times (between 8.00am and 6.00pm on
(b) to make sure that any re-routing or installation of plumbing or electrics, removal of existing furniture has
been carried out prior to the fitting date;
(c) to provide reasonable access to the room to be fitted (ladder access is not acceptable), to clear the room, to
provide sufficient working space for the fitter, and to co-operate in reducing health and safety risks to an
(d) that you will not make any material alterations in the rooms to be fitted, and that, in particular, you have not
installed, relocated or removed any fixed items that you have not told Us about before We entered into the
(e) you confirm that you have told Us any of the particular features which you know about the site or its
construction which may make the installation more difficult than We might reasonably expect; and
(f) to provide unimpeded access for Our employees, Our vehicles, and Our subcontractors into your property for
the purpose of delivering your Goods or any related purpose.
13.3 We will make good any damage to your property caused by Us in the course of providing the Fitting
Services. However, We are not responsible for the cost of repairing any pre-existing faults or damage to your
property that We discover in the course of installation and/or performance by Us.
13.4 We only supply the Goods and/or Audio Visual Planning Services and/or Fitting Services for domestic and
private use. You agree not to use the Goods and/or Audio Visual Planning Services and/or Fitting Services for
any commercial, business or re-sale purpose, and We have no liability to you for any loss of profit, loss of
business, business interruption, or loss of business opportunity.
13.5 We do not exclude or limit in any way Our liability for:
(a) death or personal injury caused by Our negligence or the negligence of Our employees, agents or
(b) fraud or fraudulent misrepresentation;
(c) breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet
(d) breach of the terms implied by sections 3, 4 and 5 of the Supply of Goods and Services Act 1982
(description, satisfactory quality, fitness for purpose and samples);
(e) breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession);
(f) breach of the terms implied by sections 13, 14 and 15 of the Sale of Goods Act 1979 (description,
satisfactory quality, fitness for purpose and samples); and
(g) defective products under the Consumer Protection Act 1987,
or any of the above statutes or provisions as amended or re-enacted.
14. EVENTS OUTSIDE OUR CONTROL
14.1 We will not be liable or responsible for any failure to perform or delay in performance of, any of Our obligations
under these Terms that is caused by an Event Outside Our Control.
14.2 An Event Outside Our Control means any act or event beyond Our reasonable control.
14.3 If an Event Outside Our Control takes place that affects the performance of Our obligations under these Terms:
(a) We will contact you as soon as reasonably possible to let you know and We will take steps to minimise the
effect of the delay; and
(b) Our obligations under these Terms will be suspended and the time for performance of Our obligations will
be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects
Our delivery of Goods and/or Audio Visual Planning Services to you, We will arrange a new delivery date with
you after the Event Outside Our Control is over.
14.4 Provided We comply with clause 14.3, We will not be liable for delays caused by the Event Outside Our Control, but
if there is a risk of substantial delay you may contact Us to end the contract and receive a refund for any Goods, Fitting
Services or Audio Visual Planning Services, which will be calculated in accordance with clause 15.1.
15. YOUR RIGHTS TO CANCEL AND APPLICABLE REFUND
15.1 Before the Goods, Fitting and/or Audio Visual Planning Services are delivered/provided, you have the following rights
to cancel an Order for Goods, Fitting and/or Audio Visual Planning Services (other than made-to-measure Goods),
including where you choose to cancel because We are affected by an Event Outside Our Control or We change these
terms under clause 3.1 to your material disadvantage:
(a) subject to clause 15.2, you may cancel any Order for Goods, Fitting and/or Audio Visual Planning Services at any time
before the Goods have been put into production by contacting Us. We will confirm your cancellation in writing to you;
(b) if you cancel an Order under clause 15.1(a) and you have made any payment in advance for Goods, Fitting and/or
Audio Visual Planning Services that have not been delivered/provided to you, We will refund these amounts to you, less
35% of the Order value to cover design, administrative costs and restocking charges.
(c) unfortunately, if you cancel an Order for Goods, Fitting and/or Audio Visual Planning Services under clause 15.1(a)
and the Goods have already been put into production or purchased on your behalf, We may not be able to cancel your
Order and a minimum charge of at least 50% of your Order value will apply.
15.2 All cancellation requests should be sent to Us in writing and will only be granted on condition that all costs and
expenses incurred by Us up to the date of cancellation will be paid by you.
15.3 These cancellation rights will not affect your cancellation rights as a consumer in relation to non-made-to-measure
Goods that were purchased off-premises. In this instance you will have 14 days after We deliver the Goods in which to
change your mind. A 35% restocking charge will apply.
15.4 This will not affect your legal rights as a consumer in relation to made-to-measure Goods that are faulty or not as
16. OUR RIGHTS TO CANCEL AND APPLICABLE REFUND
16.1 We may have to cancel an Order for Goods before the Goods are delivered, due to an Event Outside Our Control or
the unavailability of stock. If this happens:
(a) We will promptly contact you to let you know;
(b) if you have made any payment in advance for Goods that have not been delivered to you, We will refund
these amounts to you;
(c) where We have already started work on your Order for made-to-measure Goods by the time We have to
cancel under clause 16.1(a), We will not charge you anything and you will not have to make any payment to Us.
16.2 We may have to cancel an Order for Audio Visual Planning Services and/or Fitting Services before the start date for
the Audio Visual Planning Services and/or Fitting Services, due to an Event Outside Our Control or the unavailability of
key personnel or key materials without which We cannot provide the Audio Visual Planning Services and/or Fitting
Services. If this happens:
(a) We will promptly contact you to let you know;
(b) if you have made any payment in advance for Audio Visual Planning Services and/or Fitting Services that
have not been provided to you, We will refund these amounts to you.
(c) where We have already started work on your Order for Audio Visual Planning Services and/or Fitting
Services, We will not charge you anything and you will not have to make any payment to Us.
16.3 Once We have begun to provide the Audio Visual Planning Services and/or Fitting Services to you, We may cancel
the contract for the Audio Visual Planning Services and/or Fitting Services at any time by providing you with at least 7
calendar days’ notice in writing. If you have made any payment in advance for Audio Visual Planning Services and/or
Fitting Services that have not been provided to you, We will refund these amounts to you.
16.4 We may cancel the contract for Audio Visual Planning Services and/or Fitting Services at any time with immediate
effect by giving you written notice if:
(a) you do not pay Us when you are supposed to as set out in clause 12. This does not affect Our right to
charge you interest under clause 12.6; or
(b) you break the contract in any other material way and you do not correct or fix the situation within 14 days of
Us asking you to in writing.
17. INFORMATION ABOUT US AND HOW TO CONTACT US
17.1 We are a company registered in England and Wales. Our company registration number is 04458541 and Our
registered office is at 83 Lavender Hill London SW11 5QL Our registered VAT number is 802894912.
17.2 If you have any questions or if you have any complaints, please Contact Us. You can contact us by telephoning us
on 0207 978 6262 or by emailing us at firstname.lastname@example.org
17.3 If you wish to contact Us in writing, or if any clause in these Terms requires you to give Us notice in writing (for
example, to cancel the contract), you can send this to Us by email, by hand, or by post to: 1st Stop Audio Visual Ltd 186
Northcote Road, London SW11 6RE, United Kingdom. We will confirm receipt of this by contacting you in writing. If We
have to contact you or give you notice in writing, We will do so by email, by hand, or by post to the address you provide to
Us in the Order.
18. HOW WE MAY USE YOUR PERSONAL INFORMATION
18.1 We will use the personal information you provide to Us to:
(a) provide the Goods and/or Audio Visual Planning Services and/or Fitting Services;
(b) process your payment for such Goods and/or Audio Visual Planning Services and/or Fitting Services; and
(c) Set up any online services accounts you subscribe to for any AV devices supplied and installed, for
example: Netflix, Apple, Google, Amazon, Spotify, etc.
(c) inform you about similar products or services that We provide, but you may stop receiving these at any time
by contacting Us.
18.2 You agree that We may pass your personal information to credit reference agencies and that they may keep a
record of any search that they do.
18.3 We will not give your personal data to any other third party.
19. OTHER IMPORTANT TERMS
19.1 We may transfer Our rights and obligations under these Terms to another organisation, and We will always notify
you in writing if this happens, but this will not affect your rights or Our obligations under these Terms.
19.2 This contract is between you and Us. No other person shall have any rights to enforce any of its terms. However, the
purchaser of your property will have the benefit of the guarantees at clauses 10.1 and 11.1 if you transfer it to them, but
We and you will not need their consent to cancel or make any changes to these Terms.
19.3 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.
19.4 If We fail to insist that you perform any of your obligations under these Terms, or if We do not enforce Our rights
against you, or if We delay in doing so, that will not mean that We have waived Our rights against you and will not mean
that you do not have to comply with those obligations. If We do waive a default by you, We will only do so in writing, and
that will not mean that We will automatically waive any later default by you.
19.5 These Terms are governed by English law. You and We both agree to submit to the non-exclusive jurisdiction of the
English courts. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and
if you are a resident of Scotland, you may also bring proceedings in Scotland.