Terms of sale

We only sell online to consumers. A "consumer" is an individual (and cannot be a company; trust or partnership) who buys our goods for purposes which are wholly or mainly outside that individual's trade, business, craft or profession.
IF YOU ARE NOT A CONSUMER THEN PLEASE CONTACT ONE OF OUR PARTNERS ON THE PRO ZONE PAGE OF OUR WEBSITE

Our terms

Updated on 06.07.2023

1. These terms

1.1 What these terms cover. These are the terms and conditions on which we supply our products to you and describe the terms and conditions applicable to your use of our services.

1.2 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.

2. Information about us and how to contact us

2.1 Who we are. DELTA DORE SA, Le Vieux Chêne, 35270 Bonnemain, FRANCE Public limited company with a capital of: €2,227,496, Siret no.: 897 080 289 00027, VAT ID no.: FR 32897080289, Trade and Company register: Saint-Malo 897 080 289

2.2 How to contact us. You can contact us by telephoning our customer service team at: 020 7660 2919 or by e-mail: help@deltadore.com. We have a web chat function which we encourage you to use as it provides an interactive service which will be quicker than emailing.

2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at your email address.

2.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

3. Information about the installers

3.1 Orderwork is a service company with a network of electrical installers duly mandated by us to perform and deliver bespoke installation services for specific projects through its online platform and Delta Dore online platform.

3.2 Installers are part of Orderwork’s network of installers. Installers have skill for installing smart home tech products in your geographical area.

4. Our contract with you

4.1 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.

4.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing 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, or because we have identified an error in the price or description of the product.

4.3 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.

4.4 By contracting with us you do so as a consumer and you represent to us that you are a consumer. If this is not the case then we can terminate this contract and you will indemnify us for any loss; cost or expense (including professional fees and management time) that we may suffer as a consequence. Should we choose (and this is entirely at our discretion) not do so then:

(a) the rights otherwise afforded to you in this contract to return the goods will not apply;
(b) clause 14 shall not apply and our liability to you (whether for breach of contract or negligence) will be capped at the price at the goods. Furthermore, we would have contracted with you with no understanding of the commercial purpose of the order and the loss that you may suffer should we be liable to you.
(c) We are not liable for any business losses. We only supply the products to you for domestic and private use. If you use the products for any commercial, business or re-sale purpose our liability to you will be limited as set out in clause (b).

4.5 Personal data, as a customer, you are entering your personal data to request a service as provided by us. Your personal data is processed by us only for the service requested as detailed in our Privacy Policy available by clicking on the following link https://shop.deltadore.co.uk/policies/privacy-policy. We process you data responsibly in line with the Applicable Data Protection Laws and our Privacy Policy.

5. Our products

5.1 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.

5.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.

5.3 Product Descriptions. We give guidance for each product as to how it is installed and the product’s functionality. Although you have the right to return any purchase we would ask you to read this information and where appropriate use our online chat functionality to properly assess the product’s suitability. This information cannot answer every question or deal with particular concerns.

5.4 Installation; connection or assembly of our Products is your responsibility. The prices we charge are just in relation to the Product and delivery and not connection.

5.5 Installation Guides. The installation guides are prepared in good faith but you recognise that each guide may not meet everyone’s needs. Again please contact us if you have any questions.

6.Services

6.1 Carrying out services. We will make available suitable installers in your geographical area aware of the services you booked with details of your requested date and time for it to be carried out. Your personal data are kept confidential until an installer accepts to perform your services.

The installer may accept or reject the services and we do not guarantee that you will receive a response to a booked services or that responses will meet the requirements you have specified. In particular, the installer reserves the right to offer alternative dates and time slots if he is unable to comply with the original requirements.

The provision of a service at an earlier time than selected when booking a service shall be subject to availability and may incur additional fees. We shall never be liable in the event that the installer who accepted the service is unable or unwilling to fulfil the services at the requested time.

In the event you do not provide full and complete information at the time of booking the services or the installer is reasonably unable to assess the services requirements remotely, then the installer may, on arrival at the premises, deem that additional work is required in order for the services to be completed. In these circumstances, you and us shall agree the scope and fee for such additional work before any work is performed.

Additional payment will be made to us.

You are advised to request sight of evidence of applicable trade accreditations, qualifications, registrations and proof of identification from the installer prior to any work commencing at your premises. Installers must agree to comply with any accreditation, registration, certification, qualification, experience or reasonable suitability evidence request submitted by you. You shall treat the installer with respect whilst completing the services. You shall enable the installer to have clear access to the premises to carry out the services and to place any pets in a separate room if requested by the installer.

6.2 Cancellation. Notwithstanding any right you may have to cancel the performance of any services under the Consumer Contracts Regulations 2013 or the Consumer Protection Regulation 2000, or any replacement thereto, you may cancel a service by phone or e-mail not less than forty-eight hours prior to the agreed installation date, without charge.

However, you may not cancel any service without being liable for a cancellation fee where, at your express request, it has begun to be provided, or where you have not complied with the cancellation provisions of the clause above.

The amount payable in respect of the cancellation fee will depend upon the cancellation. The cancellation fee will be charged as follows:

On the day notice of cancellation = 50% Charge applicable – minimum charge £40.00
48 hours’ notice of cancellation = 25% Charge applicable – minimum charge £20.00

6.3 Reschedules. If the job needs to be rescheduled either by you or the installer, an automated email with the new date or timeslot will be sent to you. A copy of the communication will be sent to us. If you wish to reschedule the installation date, a notice of at least one working day is mandatory or you’ll be charged a rescheduling fee of £40 for less than one day’s notice of reschedule.

6.4 Aborted visits. You will also be liable for a cancellation fee of a charge of £40.00 if the installer arrives at the premises and is unable to contact you or access the premises. The installer will message and attempt to contact you for twenty minutes. You agree to call us as soon as possible if you cannot attend the appointment as specified on the booking confirmation.

6.5 Failed visits. If the installer attends the property and is unable to install the product through no fault of their own a charge of £40.00 will be payable to us for the failed visit.

The amount payable in respect of the cancellation fee will depend upon the cancellation and the type of service booked, with a minimum fee of £10.00. For cancellation terms on each service, email help@deltadore.co.uk . This amount will be deducted from your refund amount.

Full or partial refunds may take up to nine working days to be processed.

6.6 Survey and reviews. Once the Installer has completed the Service, you may be asked to fill out a survey to rate the Installers and to make sure you are happy with the Service provided.

The survey responses of customers may be publisher on the Orderwork website (https://orderwork.online) and may be viewed and considered by other Customers.

The reviews of Customers may be published on our customer website http://shop.deltadore.co.uk (“Site”). You are solely responsible for any content you make available to other users on our Site. In any cases, your content on the Site shall never:

Be false, inaccurate or misleading,
Be fraudulent or relate to the provision of services for which you are not qualified,
Infringe any third party’s copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy,
Be in breach of UK law or any other applicable law or regulation (including, but not limited to, those governing consumer protection, unfair competition, antidiscrimination or false advertising)
Be defamatory, libellous, unlawfully threatening or unlawfully harassing : contain any viruses, trojan horses, worms, time bombs, cancelbots, Easter eggs or other computer programming routines that may damage, detrimentally interfere with, surreptitiously intercept or expropriate any system, data or personal information,
Link directly or indirectly to or include descriptions of goods or services that are prohibited under this Terms and Conditions,
Or consummate any transaction that was initiated using our site that, by paying to us any fees could cause us to break any applicable law or regulation.

To enable us to use you content on our site, you grant us a non-exclusive, world-wide, perpetual, irrevocable, fully paid-up, sub-licensable (through multiple tiers) licence to exercise the copyright, trademark, publicity, and database rights you have in you content, in any media now known or not currently known. You also waive all moral rights you have in your content to the fullest extent permitted by law.

6.7 Private engagement. You agree not to offer jobs (or accept offers) privately to installer you have previously engaged with through us.

In the event you do request the installer undertakes work other than additional services outside of our support services. We will not be able to mediate on any disputes in respect thereof, and you will not benefit from the protection offered via these Terms and Conditions in respect thereof.

7.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.

8. Our rights to make changes

8.1 Minor changes to the products. We may change the product:

(a) to reflect changes in relevant laws and regulatory requirements. Our products are subject to the CE mark and accordingly we may be required to change the specification of our products;
(b) to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the product.

8.2 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 the following 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.

9. Providing the products

9.1 Delivery costs. We will deliver the products to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order.

9.2 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.

9.3 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, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.

9.4 If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery or collect the products from a delivery depot 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.

9.5 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 a carrier organised by you collect it from us.

9.6 When you own goods. You own the goods once we have received payment in full.

9.7 Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:

(a) deal with technical problems or make minor technical changes;
(b) update the product to reflect changes in relevant laws and regulatory requirements;
(c) deal with delivery issues.

Moreover, we won’t supply a product if you cancel your order after it was confirmed.

9.8 Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the supply of the product after your order is confirmed, we will contact you to cancel your order and proceed to a refund. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than fifteen (15) days and we will refund you after you end the contract.

10. Your rights to end the contract

10.1 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, when you decide to end the contract:

(a) 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 to get some or all of your money back)
(b) If you want to end the contract because of something we have done or have told you we are going to do;
(c) If you have just changed your mind about the product. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods.

10.2 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:

(a) we have told you about an upcoming change to the product or these terms which you do not agree to;
(b) 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;
(c) there is a risk that supply of the products may be significantly delayed because of events outside our control;
(d) we have suspended supply of the products after your order is confirmed or for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than fifteen (15) days; or
(e) you have a legal right to end the contract because of something we have done wrong.

10.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). 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.

10.4 If:

(a) Your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery.
(b) Your goods are for regular delivery over a set period. In this case you have until 14 days after the day you (or someone you nominate) receives the first delivery of the goods.

10.5 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 are not a consumer who has a right to change their mind, you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered and paid for. If you want to end a contract before it is completed where we are not at fault and you are not a consumer who has changed their 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 a reasonable sum as compensation for the net costs we will incur as a result of your ending the contract.

11. How to end the contract with us

11.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

(a) Phone or email. Call customer services on 020 7660 2919 or email us at help@deltadore.com. Please provide your name, home address, details of the order including your order number and, where available, your phone number and email address.
(b) Online. Complete the online form on our website: https://shop.deltadore.co.uk/pages/contact-us

11.2 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. To proceed to the return you shall contact our Customer service by email at the following address: orders@deltadore.com or by completing the online form on our website at the following address: https://shop.deltadore.co.uk/pages/contact-us and we will inform you about the return procedure. 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.

11.3 When we will pay the costs of return. We will pay the costs of return:

(a) if the products are faulty or misdescribed;
(b) 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.

In all other circumstances (including where you are a consumer exercising your right to change your mind) you must pay the costs of return.

11.4 What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.

11.5 How we will refund you. If you are entitled to a refund under these terms 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.

11.6 When we may make deduction from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. 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.
(b) 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.

11.7 When your refund will be made. We will make any refunds due to you as soon as possible. If you exercise your right to change your mind then:

(a) your refund will be made within 14 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;
(b) In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

12. Our right to withdraw the Product

12.1 We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will let you know at least 1 week in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.

13. Force majeure

If the delivery of the service is delayed, prevented or otherwise made impracticable by reason of any acts of God, floods, earthquakes or other natural catastrophes, national emergencies, strikes, lockout or other labour difficulties, computer hacking attack or computer virus, any law, order, regulation or other action of any governing authority, or any other cause beyond our reasonable control, we shall be excused from such delivery to the extent that its delay is prevented by such cause.

14. If there is a problem with the product

14.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 020 7660 2919 or write to us at help@deltadore.com.

15. Your rights in respect of defective products

15.1 We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the products. Nothing in these terms will affect your legal rights.

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.

16. Price and payment

16.1 Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the 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.

16.2 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.

16.3 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.

16.4 When you must pay and how you must pay. We accept payment with VISA, MASTER CARD, AMERICAN EXPRESS, MAESTRO, CARTASI, “CARTES BANCAIRES”, PAYPAL. You must pay for the products before we dispatch them. We will charge your credit or debit card when you place your order.

17. Our responsibility for loss or damage suffered by you

17.1 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 using our online chat facility.

17.2 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 as summarised at clause 1; the right to receive products which are: of satisfactory quality; fit for any particular purpose made known to us; and for defective products under the Consumer Protection Act 1987.

17.3 We are not liable should you incorrectly install or assemble the Product. We provide installation guides and can provide limited advice. However, once the product is delivered then its assembly or connection is your responsibility. We can introduce you to installers or other specialist contractors.

17.4 Nothing in these Terms and Conditions shall limit or exclude our liability for fraudulent misrepresentation, or for death or personal injury resulting from our negligence or the negligence of our, agents or employees. Subject to the foregoing, we (including our parent, subsidiaries, affiliates, officers, directors, agents and employees) will not be liable for any economic losses (including, without limitation, loss of revenues, profits, contracts, business or anticipated savings), any loss of goodwill or reputation, or any special, indirect or consequential damages arising out of or in connection with these Terms and Conditions.

18. Other important terms

18.1 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

18.2 If you are not satisfied that the installer has completed the service to the performance and/or quality that you may reasonably expect, you may initiate a dispute with us and/or the installer, please email us at help@deltadore.co.uk .

18.3 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.

18.4 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.

18.5 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.

Schedule 1: Model Cancellation Form for consumer customers

(Complete and return this form only if you wish to withdraw from the contract)
To DELTA DORE SA, Le Vieux Chêne, 35270 Bonnemain, FRANCE
E-mail: orders@deltadore.com; Phone: 020 7660 2919
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*],
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

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