Terms of Service

TERMS & CONDITIONS

1. Who We Are

Mallorr Caravan Services (“we”, “us”, “our”) sells caravan‑related products online through our website. Contact: CS@mallorrcaravanservices.co.uk

2. How to Place an Order

You place an order by completing checkout on our website. A contract is formed only when we email you an Order Confirmation. If we cannot accept your order, we will refund you immediately.

3. Prices & Payment

  • All prices shown on our website include VAT.
  • Payment must be made at checkout using the methods offered.
  • Goods are not dispatched until payment has cleared.

4. Delivery

  • We deliver to UK addresses unless stated otherwise on the product page.
  • Delivery dates shown at checkout are estimates and not guaranteed.
  • If your order is delayed, we will keep you updated.
  • Risk passes to you once the goods are delivered to your address.

5. Your Right to Cancel (14‑Day Cooling‑Off Period)

If you are a consumer, you have the legal right to cancel your order within 14 days of receiving your goods. To cancel, email CS@mallorrcaravanservices.co.uk. You then have 14 days to return the goods in unused, resaleable condition. You are responsible for return postage unless the item is faulty.

Customers may handle goods only to the extent necessary to inspect them, as they would in a shop.

6. Returns, Refunds & Deductions

  • Refunds are issued within 14 days of receiving your returned goods.
  • We may deduct an amount if the goods have been handled beyond what is necessary to check them, including:
    • damaged or missing packaging
    • cosmetic marks
    • missing accessories
    • signs of installation or use
    • reduced resale value
  • Deductions may range from a small percentage up to the full value of the goods, depending on the level of handling, damage, or loss of value.
  • Delivery charges are refunded at the standard rate only.
  • Proof of purchase is required for all returns and warranty claims.
  • Return address will be provided once your return request is approved.
  • Unauthorised returns may be refused or returned to sender.

7. Evidence and Photographs

To help us assess any claim relating to damage, faults, incorrect installation, or missing parts, we may request photographs or videos showing the packaging, the item on arrival, the installation process, or the item in situ. Providing this evidence helps us resolve your claim quickly. For change‑of‑mind returns under the 14‑day cooling‑off period, photographs are not required, but may help us assess the condition of the goods and any applicable deductions.

8. Faulty or Incorrect Goods

If your item is faulty, damaged, or incorrect, contact us promptly. Faults must be reported within a reasonable time after discovery, normally within 30 days. We will repair, replace, or refund in line with your rights under the Consumer Rights Act 2015. We may require the item to be inspected or tested before confirming whether the fault is due to incorrect installation, misuse, or a manufacturing defect. If inspection confirms the fault was caused by incorrect installation or misuse, the cost of testing may be deducted from any refund or charged to the customer. If the item is confirmed to be faulty, reasonable return postage costs will be reimbursed.

9. Special‑Order and Custom Products

Some products are supplied on a special‑order basis. These items are ordered specifically for you and are not held in our normal stock. Because of this, special‑order items cannot be cancelled, returned, or refunded once we have confirmed your order, unless the item is faulty or we are unable to supply it. This does not affect your legal rights regarding faulty goods.

10. Installation and Misuse

Some products require installation by a competent or qualified person. If a product is fitted by someone who is not suitably qualified and the failure is consistent with incorrect installation, wiring, misuse, modification, or use with incompatible equipment, the item will not be considered faulty and will not be eligible for refund or replacement. We may request evidence of installation method or installer competence where relevant to assessing a fault. Where professional installation is required, this will be stated on the product page. Items showing signs of installation or use may not be eligible for a refund under the 14‑day cancellation right.

11. Items Made to Order

Products customised or made to your specification cannot be cancelled or returned unless faulty.

12. Liability

We do not exclude liability for:

  • death or personal injury caused by negligence,
  • fraud or fraudulent misrepresentation,
  • anything else we cannot legally exclude.

We are not responsible for:

  • losses that were not foreseeable when the contract was made,
  • business‑related losses.

13. Privacy & GDPR

We only use your personal data as described in our Privacy Policy, available on our website.

14. Governing Law

These Terms are governed by the laws of England and Wales. Disputes may be taken to the courts of England and Wales, or your local UK court if you live in Scotland or Northern Ireland.

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