Terms and Conditions
1. THESE TERMS
What these terms cover. These are the terms and conditions on which we supply products to you.
Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you change or cancel your order, what to do if there is a problem, and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
Who we are. We are the Corporate Officer of the House of Lords, of the Palace of Westminster, London, SWA 0PW and the Corporate Officer of the House of Commons, of the Palace of Westminster, London SW1A 0AA. We are empowered by the Parliamentary Corporate Bodies Act 1992 to enter into contracts on behalf of each House of Parliament.
How to contact us. You can contact us by telephoning our customer service team at +44 (0)20 7219 3890 or by writing to us at firstname.lastname@example.org or Houses of Parliament Shop, 12 Bridge Street, London SW1A 2JX.
How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
“Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
3. YOUR ORDER AND OUR CONTRACT WITH YOU
How you can place an order. You will be guided through the ordering process by instructions on our website. You place your order at the end of the process by clicking on the “buy now” button. You can review or change your order at any time before clicking on the “buy now” button. Unfortunately you cannot change your order online after you have clicked the “buy now” button. You can, however, contact us directly if you need to do so. See paragraph 5.
How we confirm your order. Once you have placed your order, we will send you an order confirmation email detailing the products you have ordered. This is not an acceptance of your order by us. Your order is an offer to buy a product or products from us, and your offer will not be deemed to have been accepted by us until we have sent you a dispatch confirmation email. A binding contract, for the sale of the products from us to you, will only be formed when we send you the dispatch confirmation email, subject to these terms and conditions.
How we accept your order. As your products are shipped from our warehouse, we will send you a dispatch confirmation email, which will confirm that we have accepted your order. At this point a contract will be formed between you and us. We will not ship your products until your payment has been made in full.
The dispatch confirmation email. This email will contain the following information:
- order summary
- shipping method
- contact information
- cancellation procedure.
Check the details of your order. Please check the details of the order confirmation email and the dispatch confirmation email carefully. It is your responsibility to inform us if there are any errors or inconsistencies by contacting us by email at email@example.com or by telephone at +44 (0)20 7219 3890.
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.
If we cannot accept your order. If for any reason we are unable to accept your order, we will inform you of this in writing and we will not charge you for the products. This might be because a product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of a product.
4. PRICING FOR NON-UK CUSTOMERS
Our pricing policy. We sell to customers in the UK, Europe and Worldwide, and we have a standard pricing policy so that the total price you pay for products and delivery is the same for all customers. Our policy complies with Her Majesty’s Revenue & Customs guidance.
5. OUR PRODUCTS
Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that the display of colour on your monitor or screen accurately reflects the colour of the products. Your product may vary slightly from the images on our website.
Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
Information on our website. We make every effort to present the most recent, most accurate, and most reliable information on our website at all times. There may, however, be occasions when some of the information featured on our website contains incomplete data, typographical errors, or inaccuracies. Any errors are wholly unintentional and we apologise if erroneous information is reflected in product prices or item availability or in any way affects your individual order. Please be aware that we present our content “as is” and make no claims about its accuracy, whether express or implied.
Amending errors and updating information. We reserve the right to amend errors or to update product information at any time without prior notice. In the event that a product is listed at an incorrect price due to photographical error, typographical error, or error in pricing from information from our suppliers, we will have the right to refuse or cancel any orders placed for the product listed at the incorrect price (regardless of whether or not the order has been confirmed and you have been charged). If your card has already been charged for the purchase and your order is cancelled, we will give you a refund in the amount of the incorrect price.
6. MAKING CHANGES AFTER YOU HAVE PLACED AN ORDER
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 delivery, or anything else which would be necessary as a result of your requested change, and we will ask you to confirm whether you wish to go ahead with the change. If we cannot make the change, or if the consequences of making the change are unacceptable to you, you may wish to cancel the order. See our Cancellations, Returns & Exchanges Policy.
7. PROVIDING THE PRODUCTS TO YOU
Delivery costs. The costs of delivery will be as displayed to you on our website. Please see shop.parliament.uk/pages/delivery-returns.
Changes to the delivery address. We are unable to change the delivery address for a parcel once the order has been placed.
How we ship your order: We will use a third party shipping service, such as Royal Mail and Parcelforce, to ship your products to you after we have accepted your order.
When we will provide the products. We aim to ensure that the products you ordered are delivered by the estimated date set out in the dispatch confirmation email, or, if no date is given, at the latest within 30 days of the date of the dispatch confirmation email.
If delivery is delayed. If your delivery is delayed for any reason, within or outside our control, we will do our best to keep you informed of the estimated delivery date. Please note that if the products are not delivered within 30 days of the dispatch confirmation email, you will be entitled to cancel your order and be refunded any amounts you paid for that order. Please see our Cancellations, Returns & Exchanges Policy for more information on your right to cancel. We will not be liable for delays caused by events outside our control.
International delivery. If you order products from our site for delivery outside the UK, your order may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order. Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach of any such laws.
When you become responsible for the products. Products will become your responsibility at the time the products are delivered to the address you gave us or a person you identified to take possession of the products. If you decide to return any of the products to us for a refund or exchange in accordance with our Cancellations, Returns & Exchanges Policy, responsibility will remain with you until you have posted the returned products to us and they have been received by us.
When you own the products. You own the products once we have accepted your order and received payment in full.
8. CANCELLATIONS, RETURNS & EXCHANGES
Our general policy. Please read our Cancellations, Returns & Exchanges Policy, which details how to return unwanted or unsuitable items for a refund or exchange.
Cooling off period. In addition to our general returns policy for unwanted products, as a consumer you have a 14-day period in which to cancel your order and receive a full refund. Details of this right and how to exercise it are provided in the dispatch confirmation email and in our Cancellations, Returns & Exchanges Policy.
9. WARRANTIES AND DISCLAIMERS.
IF YOU ARE PURCHASING PRODUCTS AS A CONSUMER: UNLESS SPECIFIC WARRANTIES ARE EXPRESSLY GIVEN WHEN YOU PURCHASE PRODUCTS FROM OUR SITE (FOR EXAMPLE, A MANUFACTURER’S WARRANTY), WE DO NOT GIVE ANY WARRANTIES OR GUARANTEES IN RESPECT OF SUCH PRODUCTS OVER AND ABOVE THOSE IMPLIED BY APPLICABLE LAW (THESE INCLUDE, FOR EXAMPLE, THAT THE PRODUCTS ARE OF SATISFACTORY QUALITY AND REASONABLY FIT FOR THE PURPOSE FOR WHICH PRODUCTS OF THAT KIND ARE COMMONLY SUPPLIED). WE REMAIN RESPONSIBLE, HOWEVER, FOR SUPPLYING PRODUCTS THAT CONFORM TO THE CONTRACT.
IF YOU ARE PURCHASING PRODUCTS FROM US AS A BUSINESS: TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, WARRANTIES OF SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
10. LIMITATION OF LIABILITY
We exclude our liability for consequential and indirect losses. We are not liable for: (1) any losses, however they arise, related to any business of yours, including (without limitation) lost data, lost profits, lost revenues, or business interruption; or (2) any special or indirect loss or damage, however it arises.
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; or for any other liability which cannot be excluded or limited as a matter of law. Also, nothing in these terms limits your statutory rights if you are contracting with us as a consumer, including your right to a replacement or repair where products supplied are not of satisfactory quality. For detailed information about your key legal rights, please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
11. HOW WE MAY USE YOUR PERSONAL INFORMATION
How we will use your personal information. We will use the personal information you provide to us:
- To supply the products to you;
- To process your payment for the products; and
- If you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.
We will only give your personal information to third parties where the law either requires or allows us to do so.
Please see our Cancellations, Returns & Exchanges Policy for further details.
12. OTHER IMPORTANT TERMS
Nobody else has any rights under the contract, which is between you and us. No other person will have any rights to enforce any of its terms.
Intellectual Property Rights: The intellectual property rights in any designs, drawings, models, materials, and the like furnished by us will remain our property. Neither they nor other products produced using them may be (a) given to third parties without our permission; (b) used by third parties or used for advertising purposes. Any such conduct entitles us to seek compensation from you and any third party infringer.
If a court finds any part of these terms and conditions illegal, the rest will continue in force. Each of the paragraphs of these terms and conditions operates separately. If any court or relevant authority decides that any of them is invalid or unenforceable in whole or in part, the affected paragraph or part thereof will be removed from the remaining paragraphs, which will continue to be valid.
The whole agreement between you and us. The contract between you and us, which includes these terms and conditions and any document referred to in them, constitutes the whole agreement between you and us and supersedes all prior agreements (written or oral), arrangements, and understandings between you and us relating to the same subject matter.
Which laws apply to the contract and which courts can judge disputes. The contract between you and us, and any dispute or claim arising out of or in connection with them, are governed by the law of England and Wales. The English courts will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these terms or their subject matter.
CANCELLATIONS, RETURNS & EXCHANGES POLICY
1. YOUR RIGHT TO CANCEL THE ORDER
You have a right to change your mind (Consumer Contracts Regulations 2013). If you are a consumer (i.e. you are not a business and you are not purchasing products from us for purposes which are wholly or mainly in connection with any business you may have or trade you run), for most products bought online you have a legal right to change your mind within 14 days and receive a refund without giving any reason. We call this the ‘cooling off period’. This right to cancel the order is in addition to your other statutory rights as a consumer and our standard returns and exchanges policy below.
Your right to change your mind does not apply to some products. Your cancellation right does not apply to any products which are specified as non-returnable, namely: perishable food and drink items, and products sealed for health protection or hygiene purposes (e.g. soaps, earrings), once these have been unsealed after you receive them.
How long is the cooling off period? You generally have 14 days to change your mind. The cooling off period will end after 14 calendar days from the day on which the products are delivered to you or to a third party you have identified to receive the delivery on your behalf. If, however, you ordered more than one item in a single order and we ship those items to you in separate deliveries, the cooling off period will end on the 14th day starting from the day after you, or a third party you have identified to receive the delivery on your behalf, received the last of the items in that order.
How to calculate the cooling off period. Weekends, bank holidays, and public holidays are counted when you calculate the 14 calendar days. Here is an example:
- You place an order on 1 April.
- We send you a dispatch confirmation email on 3 April. This is the date when the contract between us is formed.
- You products are delivered on 7 April.
- The cooling off period starts on 8 April and ends on 21 April (i.e. it ends 14 calendar days starting from the day after delivery).
Cancellation before we accept your order. You are also entitled to change your mind at any time, and for any reason, before you receive a dispatch confirmation email from us. If you do this, no contract will be formed between you and us for the products in question. We will not dispatch the products, and you will receive a full refund.
2. EXERCISING YOUR RIGHT TO CANCEL
To cancel an order as outlined above, you must take the steps below.
Tell us you want to cancel the order. To cancel the order, please let us know by calling us on +44 (0)20 7219 3890, by emailing us at firstname.lastname@example.org, or by writing to us at Houses of Parliament Shop, 12 Bridge Street, London SW1A 2JX. Please provide a clear statement of your decision to cancel, in addition to your name, home address, details of the order, your order number and, where available, your phone number and email address.
Send the products back to us. If you want to cancel the order for any reason after the products have been dispatched to you, you must return them to us. You must either return the products in person to our Houses of Parliament gift shop at 12 Bridge Street, or post them back to us at the address set out below in the paragraph titled “How to return products by post”. You must do this no later than 14 calendar days after you informed us that you wish to cancel the order. Again, weekends, bank holidays and public holidays are counted when you calculate the 14 days. The deadline is met if you post the products before the 14 days have expired.
You must pay the cost of returning the products. We are not obliged to give you a refund until we receive the products back from you or we receive evidence from you that you have sent them back to us. We strongly recommend that you send the products using a secure or trackable method – i.e. Recorded/Special Delivery – and that you retain your proof of postage.
3. PROCESSING YOUR CANCELLATION
What we will do. If you have cancelled the order as set out above and we have received the products back from you, or you have provided us with evidence that you have sent the products back to us, within 14 days of you cancelling the order, we will reimburse all payments received from you in respect of the products, including delivery charges (the charges you paid to have the products delivered to you) up to the value of the least expensive type of standard delivery offered by us. As stated above, you must pay the cost of returning the products to us.
Deductions for damage. We may make a deduction from the reimbursement for loss in value of any products supplied, if the loss is the result of unnecessary handling by you (for example, if you have handled the products beyond the sort of handling that might reasonably be allowed in a shop).
How you will be reimbursed. We will refund you using the same means of payment that you used for the original transaction without undue delay, and not later than:
- 28 days after the day we receive the products back from you, or
- (if earlier) 28 days after the day you provide evidence that you have returned the products, or
- If no products dispatched, 28 days after the day on which we are informed about your decision to cancel the order.
Please note that the above are our processing times and do not include the time it takes for your bank to issue funds to your account.
You will not incur any fees as a result of the refund. Please note that we will withhold the refund until we have received the products back or you have provided evidence of having sent back the products, whichever is the earliest.
4. RETURNING DAMAGED OR FAULTY ITEMS
Damaged or faulty items can be returned within a specified time. If you receive a damaged or faulty item please contact us by email at email@example.com or by phone on +44 (0)20 7219 3890 and tell us your order number and the nature of the damage or fault so that we can arrange the return of your items.
You must return damaged or faulty items to us as soon as possible, and no later than 7 days after you received the item. The deadline is met if you post the products before the 7 days have expired. We will pay the delivery costs for returning damaged or faulty items.
5. STANDARD RETURNS & EXCHANGE
Exchange of products. You may return or exchange products according to our policy below. This is in addition to the cancellation process and does not affect your statutory rights as a consumer.
How long you have to return products. If you change your mind about products you have bought from us, and subject to the conditions set out below, you have 28 days from the date on the dispatch confirmation email to return full-price items to us for a refund or exchange. You may return products by post or to our Houses of Parliament gift shop as outlined below. Sale items cannot be returned or exchanged.
The following products cannot be returned: perishable food and drink items; and products sealed for health protection or hygiene purposes (e.g. soaps, earrings), once these have been unsealed after How to return products by post. Please call us on +44 (0)20 7219 3890 or email us at firstname.lastname@example.org so that we can arrange the return of your product.
Some conditions apply to your right to return or exchange products. Unless an item is damaged or faulty or you are exercising your right to cancel the order, unwanted items must be returned undamaged, in a re-saleable condition, and in their original packaging with any tabs still attached.
How to return products by post. Please call us on +44 (0)20 7219 3890 or email us at email@example.com so that we can arrange the return of your product.
How to return products to our gift shop. From Monday to Friday, you may also return items purchased at shop.parliament.uk to our Houses of Parliament gift shop at 12 Bridge Street, Parliament Square, London, SW1A 2JX. To do so, you must bring along either the dispatch note from your parcel or the dispatch confirmation email you received when it was shipped to you. Please note that our gift shop is only able to issue returns on the original method of payment or perform exchanges.
How we will process your refund. This section does not apply to refunds due where you have cancelled the order (see paragraph 1 on cancellations, above for further information). If you return an item for any other reason, we will inspect the item to assess whether it is in an acceptable condition. We will send you an email within a reasonable period to let you know that we have received your returned item, and whether your refund has been approved or rejected. Most returns will be processed in approximately 2–3 weeks although, on occasion, some returns may take up to 28 days to be processed. If your refund is approved, credit will automatically be applied to your original method of payment within 28 days. Please note that this is our processing time and does not include any time it may take for your bank to issue funds to your account.
What to do if your refund is late. Depending on your bank, it may take up to two billing cycles for the credit to appear on your credit card statement. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company or bank: it may take some time before your refund is officially posted. If you have done all this and have still not received your refund, please contact us by phone on +44 (0)20 7219 3890 or by email at firstname.lastname@example.org. Please note that we are unable to issue refunds to expired bank cards.
Our delivery charges are generally non-refundable. Our delivery charges will only be refunded in the following circumstances:
(a) if you have cancelled the order, we will refund charges you paid to have the item delivered to you, but not the costs you incur in sending the products back to us (see above: Your right to cancel the order and Exercising your right to cancel); or
(b) if you are returning a faulty item, we will give you a full refund for that item, including our cost in sending it to you and the delivery costs you paid to send it back to us (see Returning damaged or faulty items).
So if you wish to return a product that is not faulty after the cooling off period, the delivery charge will not be refunded. We are not responsible for delivery fees (such as fees charged by the Post Office for redirecting an item) or lost returns.
Your right to exchange products. Please note that unwanted items must be returned undamaged, in a re-saleable condition, and in their original packaging with any tabs still attached.
How long you have to exchange products. The period for exchanges is 28 days from the date on the dispatch confirmation email for full-price items; sale items cannot be exchanged. This right of exchange is provided in addition to the cancellation right set out above and does not affect your statutory rights as a consumer.
How to exchange products. If you wish to exchange an item you have bought online, you may either bring it in person to the Houses of Parliament gift shop at 12 Bridge Street, or contact us by phone on +44 (0)20 7219 3890 or by email at email@example.com to make the arrangements. Please tell us which item(s) you would like in exchange. Once you have brought the item back to us or we have received it in the post, and we have assessed that they are in suitable condition, we will process the exchange. If the cost of exchange item is more than the cost of the item you are returning, you will have to pay the difference; if it is less, we will refund you the difference in line with our standard refunds policy. Please note that we will not pay the delivery cost you incur for returning the item you wish to exchange.
Returning gifts. If you have received a gift from our product line and you are not happy with it, you are more than welcome to return it to us in exchange for another item. Please contact us directly by email on firstname.lastname@example.org or by telephone on +44 (0)20 7219 3890 to arrange this. Alternatively, feel free to exchange the item at our Houses of Parliament gift shop at 12 Bridge Street. If you have a receipt, dispatch note, or dispatch confirmation email, please bring this with you.
Some conditions apply to returns of gifts. The same conditions apply to returning a gift as apply to returning or exchanging products (see above). In addition, we can only accept the return of gift items that have not been discontinued and are still part of our product stock. The value of the gift item will be the value of that product at the time of exchange. If you wish to exchange it for an item of greater value, you will have to pay the difference.