Returns and Refunds Policy

TERMS AND CONDITIONS OF SALE – CHF SOLUTIONS LTD T/A STORE FITTINGS DIRECT

Last updated: June 2026

Company Details:

CHF Solutions Ltd, Company No: 12316756, VAT No: 337339585 Unit 8a, Middle Enterprise Road, Enterprise Village, Old Dalby Trading Estate, Old Dalby, Leicestershire, LE14 3BU Email: sales@storefittingsdirect.co.uk | Tel: 0116 318 4182 Website: www.storefittingsdirect.co.uk

 

These Terms and Conditions apply to all sales made by CHF Solutions Ltd, trading as Store Fittings Direct, including purchases via our website, by telephone, email, and in person. They apply to both Business Customers (B2B) and Consumers (B2C).

We have written these Terms clearly and fairly to explain how orders are placed, how pricing and delivery work, what happens if something goes wrong, and how returns, cancellations, and warranties are handled. Please read them carefully before placing an order.

 

1. WEBSITE USE & ACCOUNT TERMS

1.1 Use of our website constitutes acceptance of these Terms. Users must be 18 years or older and may need to provide identification.

1.2 By registering or submitting material on our website, you agree to these Terms, including our Privacy and Cookies Policy.

1.3 Users must not misuse the website, including but not limited to: malware, scraping, unauthorized access, or misuse of data.

1.4 Accounts: Users are responsible for keeping passwords confidential and for all activity on their account.

1.5 The Company may suspend, cancel, or modify accounts or access to the website at its discretion.

 

2. INTELLECTUAL PROPERTY

2.1 All website content, materials, and software are owned or licensed by us. You may view, download, or print for personal or business use only.

2.2 Users must not copy, republish, sell, or commercially exploit any website material without permission.

 

3. BASIS OF SALE & ORDERS

3.1 All orders, whether via website, phone, email, or in person, constitute offers to purchase. Orders are accepted only when confirmed in writing or via dispatch of Goods.

3.2 No representations by our employees or agents are binding unless confirmed in writing.

3.3 The Buyer is responsible for the accuracy of orders, including specifications, quantities, and descriptions.

3.4 The Company reserves the right to modify specifications to comply with legal requirements or where changes do not materially affect quality or performance.

3.5 Cancellation of accepted orders requires written consent and may incur full indemnity for costs, including loss of profit, labour, materials, or other expenses. For consumer orders placed at a distance, cancellation is only possible where the order has not yet been dispatched or entered production. Once production or dispatch has begun, cancellation is no longer possible.

3.6 Quotes issued via the website or in writing are valid for 14 days from the date of issue, unless otherwise stated.

 

4. PRICING, PAYMENT, SALES & PROMOTIONS

4.1 All prices are in GBP and exclusive of VAT unless stated otherwise. VAT, delivery, packaging, insurance, and optional services will be added at checkout or on your quotation.

4.2 Website Pricing: Online prices may change at any time without notice. The price paid at checkout is final.

4.3 Quotations: Official quotations issued via our website or in writing are valid for 14 days from the date of issue unless otherwise stated.

4.4 Sales & Promotions: Sales, promotions, discounts, or special offers may be run from time to time. Prices published during promotions cannot be applied retrospectively to existing or pending orders. Promotions may be amended or withdrawn at any time without notice.

4.5 Pricing Errors: If a product is listed at an incorrect price, we reserve the right to cancel the order and issue a full refund.

4.6 Price Adjustments: We may adjust prices prior to dispatch where costs increase due to factors beyond our control, including supplier pricing, materials, labour, shipping, fuel, duties, or currency fluctuations.

4.7 Payment Terms: Payment must be made in full in cleared funds as stated at checkout or on invoice. Dispatch will be withheld until payment is received. Credit accounts, finance options, or third-party payments are subject to separate terms communicated at the time of order.

 

5. DELIVERY

5.1 Delivery may be via pallet or parcel courier. Delivery dates and lead times are estimates only.

5.2 Requests for specific dates/times may incur fees but are not guaranteed.
5.3 Delivery dates and lead times are estimates only and may be revised by suppliers, manufacturers, or couriers. Where we are advised that delivery will occur outside the originally estimated delivery window, we will notify the Buyer and provide an updated estimated delivery date.

A revised delivery date does not automatically entitle the Buyer to cancel the order without cost. 

If the Buyer chooses not to accept the revised delivery date and requests cancellation, the cancellation will be treated as a standard cancellation under Section 6.

Where a cancellation is accepted, CHF Solutions Ltd may deduct a reasonable cancellation fee to cover direct administrative and payment processing costs. This includes a £15 administration fee plus any non‑refundable payment processing charges incurred by us (typically 2% of the gross order value), with a minimum cancellation charge of £20.

These deductions reflect actual costs incurred and are not intended to operate as a penalty.

5.4 Re-delivery due to customer absence, site refusal, or similar circumstances incurs additional charges.

5.5 We may delay delivery without liability for factors beyond our control, including but not limited to supplier delays, courier capacity, staffing shortages, or transport disruption.

5.6 Risk passes to the Buyer upon collection or delivery.

5.7 On Delivery - All goods must be inspected before signing for, as signature confirms the goods were received in perfect condition. We will not be held responsible for ANY damages once the goods have been accepted in good condition.

In instances where the goods cannot be inspected, the packaging must be checked for any signs of damage. If there are any signs* of damage to the outer packaging the delivery MUST be signed for as DAMAGED (even, if this may not be the case).   

*Signs of damage include but not limited to, scuffs, tears, dents, open parcels or clear visual of the product through the packaging.

In instances where the goods cannot be inspected or the packaging cannot be checked, the delivery MUST be signed for as damaged (even, if this may not be the case).

5.8 For partial or backorders, delivery may occur in multiple consignments. Each dispatch forms part of the contract.

5.9 All bespoke and made-to-order products are subject to chargeable delivery unless otherwise stated in the order confirmation.

 

6. RETURNS, CANCELLATIONS & EXCHANGES

6.1 Consumer Cancellation Rights (CCR) Consumers purchasing at a distance may cancel within 14 days from order placement by written notice to sales@storefittingsdirect.co.uk.

 

This right does not apply to:

• Made-to-order items

• Bespoke or customised products

• Any product clearly identified as non-returnable on the product page

Cancellation is only possible where the order has not yet been dispatched, production has not begun, and no manufacturing, picking, packing, or preparation work has commenced. Once goods have been shipped or production has started, the order can no longer be cancelled and will instead fall under the standard Returns procedure.
Cancellation due to revised delivery estimates is treated as a standard cancellation unless the Buyer has expressly agreed a fixed delivery date in writing.

Where a valid cancellation is accepted, CHF Solutions Ltd may deduct a reasonable cancellation fee to cover direct administrative and payment processing costs. This includes a £15 administration fee plus any non‑refundable payment processing charges incurred by us (typically 2% of the gross order value). A minimum cancellation charge of £20 applies. These deductions reflect actual costs incurred and are not intended to operate as a penalty.

Refunds for valid cancellations will be processed within 5 working days to the original payment method. Finance or third-party payment methods may have alternative arrangements.
Orders that have been dispatched fall under the standard Returns procedure.

6.2 Faulty, Damaged or Incorrect Goods Issues must be reported within 24 hours of delivery, due to the nature of our products. Claims

outside this timeframe may not be accepted.

6.3 Business Returns

Stock items may be returned only with prior written authorisation. Returns are at the Buyer’s cost and must be sent using a tracked and insured service. A restocking fee up to 30% may apply.

Made-to-order, bespoke, customised items, or products highlighted as non-returnable in the product specifications are non-returnable and non-refundable.

6.4 Exchanges

Exchanges are offered at our discretion and are not guaranteed. Where approved, an administration fee of £20 plus product/shipping costs applies.

6.5 Inspection Requirement

All goods, including non-returnable bespoke or made-to-order items, must be inspected immediately upon delivery and prior to installation or use. Photographic evidence, delivery notes, or other supporting information may be required before any remedy is authorised.

6.6 Bespoke & Made-to-Order Products

Additional terms apply to bespoke, made-to-order, and customised products as set out in our Bespoke & Made-to-Order Policy.

 

7. WARRANTIES & LIABILITY

7.1 Goods are supplied with any manufacturer warranties. Nothing in these Terms limits or excludes consumer statutory rights under the Consumer Rights Act 2015.

7.2 No liability for defects arising from buyer-provided specifications, misuse, alteration, fair wear, or non-payment.

7.3 Total liability is limited to the price paid for the Goods or Services. The Company is not liable for indirect, consequential, or loss of profit claims, except where legally unavoidable (including death, personal injury, fraud, or liability under the Consumer Protection Act 1987).

7.4 For repaired or replacement products, the same warranties and limitations apply.

 

8. INSOLVENCY & OWNERSHIP OF GOODS

8.1 Title remains with CHF Solutions Ltd until full payment in cleared funds. Buyers hold Goods as bailee and fiduciary agent.

8.2 Where legally permissible, title also remains with CHF Solutions Ltd if Goods are resold to a third party until payment is received in full.

8.3 In the event of insolvency, bankruptcy, administration, liquidation, or cessation of business by the Buyer, we may suspend or cancel orders and demand immediate payment for supplied Goods.

 

9. VARIATION OF TERMS

9.1 We may amend these Terms at any time. Updates apply to all new orders.

9.2 Changes affecting outstanding orders will be notified where legally required.

 

10. FORCE MAJEURE, DATA PROTECTION, ASSIGNMENT & THIRD PARTY RIGHTS

Force Majeure

10.1 We are not liable for failure or delay caused by events outside our reasonable control, including acts of God, fire, flood, extreme weather, war, terrorism, civil unrest, strikes, pandemics, supplier failure, or transport/network disruptions.

10.2 We will use reasonable efforts to resume performance and keep customers informed of affected orders.

 

Data Protection (GDPR)

10.3 Personal data is processed in accordance with UK GDPR and the Data Protection Act 2018.

10.4 Data is used only for order fulfilment, customer service, legal obligations, and, where consent is given, marketing communications.

10.5 We do not sell or misuse customer data. Full details are in our Privacy Policy.

Assignment & Third Party Rights

10.6 We may assign, transfer, subcontract, or otherwise deal with rights and obligations under these Terms.

10.7 No third party has rights to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

 

11. GOVERNING LAW & JURISDICTION

11.1 These Terms and any disputes arising from them are governed by English law.

11.2 The courts of England and Wales have exclusive jurisdiction.

 

12. WEBSITE SPECIFIC TERMS

12.1 Users must be 18+ and provide verification.

12.2 Use of the website constitutes consent to our cookies policy.

12.3 Users are responsible for keeping passwords confidential.

12.4 Users must not misuse the website or collected data.

12.5 We may alter, suspend, or stop website services without compensation.

 

13. ENTIRE AGREEMENT

13.1 These Terms, together with our Privacy and Cookies Policy, constitute the entire agreement between you and CHF Solutions Ltd regarding website use and purchase of Goods or Services.