1. These terms
1.1. What these terms cover. These are the Terms & Conditions on which we supply products to you, if you are purchasing products from us as a consumer via www.hisense.co.uk/shop as part of the 50 Years of Hisense Promotion. These Terms & Conditions of Sale should be read in conjunction with our Promotion Terms & Conditions.
1.2. Why you should read them. Please read these terms carefully before you submit your order for any product 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.
1.3. Are you consumer? As detailed in the Promotion Terms & Conditions, the Hisense 50th Anniversary Promotion is a consumer only promotion. Therefore, we reserve the right to refuse any orders, or to cancel any orders we have accepted, if we suspect that they have been placed by anybody other than a consumer. You are a consumer if: (i) you are an individual; and (ii) you are buying products from us wholly or mainly for your personal use (not for use in connection with your trade, business, craft or profession).
2. Information about us and how to contact us
2.1. Who we are. We are Hisense UK Limited a company registered in England and Wales. Our company registration number is 08233694 and our registered office is at Unit 2 Meadow Court, Millshaw, Leeds, England, LS11 8LZ. Our registered VAT number is 152223645.
2.2. How to contact us. You can contact us by emailing us at email@example.com or by writing to us at Hisense UK Limited, Unit 2 Meadow Court, Millshaw, Leeds, England, LS11 8LZ .
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 the email address or postal address you provided to us in your order.
2.4. “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
3. Our contract with you
3.1. 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.
3.2. 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, or because we have identified an error in the price or description of the product.
3.3. 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.
3.4. We only sell to the UK. Our website is solely for the promotion of our products in the UK. Unfortunately, we do not accept orders from addresses outside the UK.
4. Our products
4.1. 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.
4.2. Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
5. Providing the products
5.1. Delivery costs. Where applicable, the costs of delivery will be as displayed to you on our website. If no cost of delivery is stated, then all product prices are inclusive of delivery in the UK.
5.2. When we will provide the products. We will deliver products to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order.
5.3. 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.
5.4. 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.
5.5. 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 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 and clause 11.1 and 11.2 will apply.
5.6. When you become responsible for the goods. All goods will be your responsibility from the time we deliver the product to the address you gave us, or you otherwise collect them from us.
5.7. When you own goods. You own goods once we have received payment for them in full.
5.8. What will happen if you do not give required information to us. We need certain information from you so that we can supply the products to you, for example, a suitable address for delivery. If you have failed to provide this information, we will attempt to contact you to ask for this information. 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 11.1 and 11.2 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.
6. Your rights to end the contract
6.1. You have the right to end your contract with us under certain circumstances. Your rights when you end the contract with us will depend on whether there is anything wrong with the product in question and when you decide to end the contract. You may end your contract with us under the following circumstances:
6.1.1. If what you have bought is faulty or mis-described: In these circumstances 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). See clause 7;
6.1.2. If you have simply changed your mind about the product and wish to exercise your cancellation rights as a consumer: Under these circumstances 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 may have to pay the costs of return of any goods. See clause 8; and
6.1.3. You may also have the right to end the contract under certain other specific circumstances detailed in clause 9.
7. Your rights in respect of defective products as a consumer
7.1. Under consumer laws, we are under a legal duty to supply products that are in conformity with this contract and in accordance with certain other legal rights which consumers enjoy. See the box below for a summary of your key legal rights in relation to products. Nothing in these terms will affect your legal rights as a consumer.
Summary of your key legal rights as a consumer
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.
For goods, 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.
7.2. How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can contact our customer service team at firstname.lastname@example.org or write to us at Hisense UK Limited, Unit 2 Meadow Court, Millshaw, Leeds, England, LS11 8LZ.
7.3. Your obligation to return rejected products. If you wish to exercise your legal rights to reject faulty or defective products you must return them, by allowing us to collect them from you. We will pay the costs of collection. Please contact our customer services team at email@example.com to arrange collection.
7.4. Products Warranties and Guarantees. In addition to your rights in respect defective, faulty and mis-described products under consumer laws, some products may benefit from product specific warranties and guarantees given by the manufacturer. Details of any manufacturers warranties and guarantees for particular products will be set out in the product details published on our website and/ or set out in the documentation which accompanies the product.
8. Your right to change your mind as a consumer
8.1. Exercising your right to change your mind if you are a consumer (Consumer Contracts Regulations 2013). If you are a consumer then 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.
8.2. How long do consumers have to change their minds? You have 14 days after the day you (or someone you nominate) receives the goods in question.
9. Other circumstances under which you can end your contract
9.1. You may end your contract with us for the reasons set out at 9.1.1 to 9.1.3 below. In these circumstances, 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:
9.1.1. 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;
9.1.2. there is a risk that supply of the products may be significantly delayed because of events outside our control;
9.1.3. you have a legal right to end the contract because of something we have done wrong.
10. How to end the contract with us (including if you have changed their mind)
10.1. Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
10.1.1. Email. Contact our customer services team by email at firstname.lastname@example.org. Please provide your name, home address, details of the order and, where available, your phone number and email address.
10.1.2. By post. Print off the form at Schedule 1 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.
10.2. 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. You must allow us to collect them from you. Please contact customer services on email@example.com to arrange collection.
10.3. When we will pay the costs of return. We will pay the costs of return:
10.3.1. if the products are faulty or misdescribed; or
10.3.2. if you are ending the contract for the reasons detailed in 9.1.
In all other circumstances (including where you are exercising your right as a consumer to change your mind) we reserve the right to require you to pay the costs of return.
10.4. 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.
10.5. 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 any delivery costs), by the method you used for payment. However, we may make deductions from the price, as described below.
10.6. When we may make deduction from refunds if you are exercising your right as a consumer to change your mind. If you are exercising your right to change your mind as a consumer 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.
10.7. When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right as a consumer to change your mind then:
10.7.1. If we have not offered to collect the goods in question, 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.
10.7.2. In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.
11. Our rights to end the contract
11.1. 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:
11.1.1. you do not make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due;
11.1.2. 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, a suitable delivery address; or
11.1.3. you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
11.2. You must compensate us if you break the contract. If we end the contract in the situations set out in clause 11.1 we will refund any money you have paid in advance for products we have not provided. However, we may deduct an appropriate sum to compensate us for any extra costs and expenses we can show that we have incurred as a direct consequence of you breaking the contract.
11.3. We reserve the right to end our contract where we have accepted an order in error. We will use reasonable care to ensure that we do not accept orders which we are unable to fulfil. However, sometimes error can occur. If we have accepted your order in error, under circumstances where we are not able to fulfil it (for example because we do not have sufficient stock to meet your order) we may cancel your order and end our contract with you. However, we will refund to you any sums you have paid in respect of the product or products in question.
12. Price and payment
12.1. 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 take reasonable care to ensure that the price of the product advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the product you order.
12.2. 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.
12.3. 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.
12.4. When you must pay and how you must pay. We accept payment with most major credit cards. 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.
13. Our responsibility for loss or damage suffered by you as a consumer
13.1. 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.
13.2. 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 7.1.
13.3. We are not liable for business losses. We only supply products under these Terms & Conditions to you for domestic and private use. Therefore, we will not be liable to you for any business losses arising from our breach of contract (including loss of profit).
14. How we may use your personal information
15. Other important terms
15.1. We may transfer this Agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We may also sub-contract performance of aspect of our contract with you to other companies (for example, we sub-contract delivery of your products to a third party delivery company).
15.2. You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. However, consumers may always transfer our guarantee at clause 7 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 product.
15.3. 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 15.2 in respect of our 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.
15.4. 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.
15.5. 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.
15.6. 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.
These Terms & Conditions were last updated on 22 October 2019.
Schedule 1 – Model Cancellation Form for consumer customers
(Complete and return this form only if you wish to withdraw from the contract)
To: Hisense UK Limited of Meadow Court, Millshaw, Leeds, England, LS11 8LZ. Email: firstname.lastname@example.org
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),
[*] Delete as appropriate
© Crown copyright 2013.