Terms & Conditions

v1.0 - 07.05.2018 - updated to reflect GDPR (General Data Protection Regulation) legislation changes.

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Hello! As you're here, you're looking for some answers to all the important bits and bobs, right? Before we get started, word of advice - please do not arrange any installation work until you have received and checked your products. We advise this because, in the unusual case that there is a problem with your products or delivery, we don’t want you unnecessarily paying for plumbers or installers Any good plumber or installer should be happy to check you have all the requisite products before they start working on any project for you, so it shouldn't take up too much time. Better to be safe than sorry!

Our Privacy Policy, which explains how we use and process your information, can be found here. By using our site, you consent to the processing described and you warrant that all data provided by you is accurate and up to date. Please note, you are also responsible for maintaining and updating account information for accuracy and completeness.

You must not misuse our site (pretty please!). This means that you will not: commit or encourage a criminal offence, transmit or distribute a virus, trojan, worm, or any other material which is malicious, technologically harmful, in breach of confidence or in any way offensive or obscene; hack into any aspect of the service; corrupt data; cause annoyance to other users; infringe upon any other person's proprietary rights; send any unsolicited advertising or promotional material, commonly referred to as "spam"; or attempt to affect the performance or functionality of any computer facilities of or accessed through this website. Breaching this provision would constitute a criminal offence under the Computer Misuse Act 1990. soak.com may report any such breach to the relevant law enforcement authorities and disclose your identity to them when there are legitimate and lawful grounds for doing so - and we don't want that to happen!

We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of this website or to your downloading of any material posted on it, or on any website linked to it.

The use of automated systems or software to extract data from this website for commercial purposes, ('screen scraping') is prohibited without license.

The intellectual property rights in all software and content made available to you on or through this website remains the property of soak.com or its licensors and are protected by copyright laws and treaties around the world. All such rights are reserved by soak.com and its licensors. You may store, print and display the content supplied solely for your own personal use. You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on this website nor may you use any such content in connection with any business or commercial enterprise - thank you!

You shall not modify, translate, reverse engineer, decompile, disassemble or create derivative works based on any software or accompanying documentation supplied by soak.com or its licensors. soak.com. are trademarks belonging to soak.com. No licence or consent is granted to you to use these marks in any way, and you agree not to use these marks or any marks which are similar without the written permission of soak.com.

Availability and delivery of our products is as specified on our site.

Your order will be fulfilled by the delivery date set out in your Dispatch Confirmation or, if no delivery date is specified, then within 30 working days of the date of the Dispatch Confirmation, unless there are exceptional circumstances. All non-mainland UK deliveries may be subject to an additional delivery charge and also may have delivery restrictions. If we attempt delivery on an agreed delivery date and you are unavailable to receive the delivery and our couriers have not been informed of alternative arrangements, you may be subject to a further re-delivery charge.

We shall aim to let you know if we expect that we are unable to meet our estimated delivery date, but, to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery. We recommend that you do not confirm the start date with your installer until you have received and checked your delivery. If you do not check that your delivery is correct before installation starts, we will not accept liability for any additional costs that you incur while any product issues are resolved. Before any of our products are loaded onto our delivery vehicles and leave our premises to be delivered to you, we undertake a quality control check which consists of a visual examination of the product. If however, in the unlikely event that you receive a damaged product or the packaging is damaged, it is your responsibility to report this information to us within 14 working days from receipt of the product and before any installation work is undertaken. We will then deal with the product in accordance with our returns policy for defective products. Once you receive your delivery, it should be checked immediately for any damage and missing items to enable you to sign for the delivery accordingly. If however, on opening the packaging you discover you have received a damaged product, it is the customer's responsibility to report this information within 14 working days from receipt of the product. It is also the customer's responsibility to dispose of the empty wooden pallet and any packaging.

The prices of the products will be as quoted on our site at the time you submit your order. We take all reasonable care to ensure that the prices of products are correct at the time when the relevant information was entered onto the system.

Prices for our products may change from time to time, but changes will not affect any order you have already placed.

The price of a product includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the products in full before the change in VAT takes effect.

The price of a product does not include delivery charges. Our delivery charges are as advised to you during the check-out process before you confirm your order. To check relevant delivery charges, please refer to our Delivery page.

Our site contains a large number of products. It is always possible that, despite our reasonable efforts, some of the products on our site may be incorrectly priced. Where the product's correct price is less than the price stated on our site, we may at our discretion make a refund to you of the difference in price when dispatching the products to you.

If the product's correct price is higher than the price stated on our site, we will contact you as soon as possible to inform you of this error and we will give you the option of continuing to purchase the product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. However, if we mistakenly accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may cancel supply of the product and refund you any sums you have paid

Whilst we always endeavour to ensure all product descriptions are correct, we advise customers to seek technical advice from qualified sources prior to ordering products and carrying out any works.

By placing an order, you are offering to purchase a product on and subject to the following terms and conditions. All orders are subject to availability and confirmation of the order price.

Dispatch times may vary according to availability and any guarantees or representations made as to delivery times are subject to any delays resulting from postal delays or force majeure for which we will not be responsible. Please see our Delivery Charges notice for further information.

In order to contract with soak.com, you must be over 18 years of age and possess a valid credit or debit card issued by a bank acceptable to us. soak.com retains the right to refuse any request made by you, and soak.com reserves the right to close your soak.com account at its sole discretion. If your order is accepted we will inform you by email and we will confirm the identity of the party which you have contracted with. When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorised user of the credit or debit card used to place your order and that there are sufficient funds to cover the cost of the goods. All prices advertised are subject to such changes.

Promotional codes cannot be used in conjunction with any other offer or promotional code. Voucher code entitles you, at the time of ordering, to a saving from soak.com. soak.com reserves the right to decline to accept orders where, in its opinion, a promotion code is invalid for the order being placed. Promotion codes are only valid while stocks last and may be withdrawn at any time. Only one promotion code can be used per order, per household. Free delivery offer applies to orders over £399 for UK mainland address only (excludes Scottish Highlands & Islands).

In the event of product returns, refunds will be given for the value of the original purchase once the discount is applied, less any delivery, charged on the original order. In the event of any returns meaning that the order no longer qualifies for the promotion advertised, soak.com reserves the right to deduct the value of the offer from the refund.

Payment for all Products must be by credit or debit card either directly via our website or through Paypal. We will charge your credit or debit card, direct or via Paypal, upon receipt of your order. In the event that we do not accept your order and are unable to dispatch the Products to you the price will be refunded to the credit or debit card from which payment was taken or if paid through Paypal the price will be refunded to your Paypal account.

To cancel an order, you just need to let us know that you have decided to cancel. The easiest way to do this is to e-mail us at aftersales@soak.com. Please include details of your order to help us to identify it.

You have a legal right to cancel an order during the period set out below. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a product, you can notify us of your decision to cancel the order and receive a refund.

If you cancel your order but we have already processed the goods for delivery you must not unpack the goods when they are received by you and you must send the goods back to us at your own cost and risk as soon as possible.

Your legal right to cancel an order starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the order between us is formed. Your deadline for cancelling the order then depends on what you have ordered and how it is delivered, as set out below:

Your order is for a single product (which is not delivered in instalments on separate days).

Your cancellation / refund period is 14 days after the date you receive your order.

Your order is for a single product delivered in instalments or separate days.

Your cancellation/refund period is 14 days after the date you receive the last instalment of the product or the last of the separate products ordered.

Your order is for multiple products which are delivered on separate days.

Your cancellation/refund period is 14 days after the date you receive the last instalment of the Product or the last of the separate products ordered.

If you cancel your order before delivery/dispatch we will refund you the price you paid for the products

Under the Consumer Contracts Regulations, you have the legal right to request a refund of your order within fourteen days of receipt of your goods.

To request a refund, you just need to get in touch with our returns & refunds team. The easiest way to do this is to e-mail us at aftersales@soak.com. Please include details of your order to help us to identify it.

If your product has been delivered then you must:

Return the product(s) to us within 14 days of receipt of your order. Unless the products are faulty or not as described, then you must send the goods back to our return address specified at your own cost. We recommend that you ensure any courier you appoint has appropriate insurance and we recommend using a recorded mail service for sending any parcels. If we have offered to collect the product from you, we will charge you the direct cost to us of the collection which shall be reasonable and not exceed £149.95

We provide the warranty described in the paragraph below for a period of up to 10 years from delivery for all products, except for LED shower heads, bulbs in mirrors, electric showers, shower pumps, all cartridges, shower hoses & seals, toilet seats, cistern fittings, shower seals, basin waste & trap, bath waste, shower rollers and hinges on bathroom furniture. However, this warranty does not apply to; fair wear and tear, wilful damage, abnormal storage or working conditions, accident, negligence by you or by any third party, if you fail to operate or use the products in accordance with the user instructions, any alteration or repair by you or by a third party who is not one of our authorised repairers, or any specification provided by you.

Warranty

We will replace at our discretion, in part or whole, a product which is defective in operation, materials or workmanship throughout the warranty period. If the exact model is no longer available, we will endeavour to provide the nearest equivalent from our then current range. To be covered by the guarantee, all products should be installed in accordance with the instructions provided and be for domestic use only. This product guarantee applies to the original purchaser or end user, is non-transferable and takes effect from the date of purchase. The guarantee does not cover damage during fitting, accidental or malicious damage, improper use or negligence, discolouration due to prolonged exposure to sunlight or UV light, general wear and tear (e.g. light bulbs, hinges, cartridges and shower hoses are items that do need to be replaced periodically), damage due to poor installation or servicing or consequential loss. LED shower heads, bulbs in mirrors, electric showers, shower pumps, tap and shower cartridges, shower hoses, toilet seats, cistern fittings, shower seals, basin waste & trap, bath waste, shower rollers and hinges on bathroom furniture are guaranteed for a period of 12 months from the date of purchase. Care should be taken in hard water areas to ensure that cartridges are regularly cleaned. Care should also be taken with shower door seals and shower door runners to ensure they are kept clean and well maintained to enable them to function correctly.

Please note, we advise use of mild cleaning products (i.e. soap and water) on all our products. Strong and abrasive cleaning solutions are not recommended. Failure to follow this may result in the warranty becoming invalid.

Please keep a copy of your original invoice or receipt to refer to in the event of any claim.

Our guarantee is in addition to your statutory rights and does not affect your statutory rights.

If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these conditions.

We amend these Terms from time to time. Please look at the top of this page to see when these Terms were last updated and which Terms were changed.

We will not be liable or responsible for any failure to perform or delay in performance of, any of our obligations under a contract that is caused by an event outside of our control.

An event outside of our control means any act or event beyond our reasonable control, including without limitation, strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of a terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disasters, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

If an event outside of our control takes place that affects the performance of our obligations under a Contract, we will contact you as soon as reasonably possible to notify you and our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the event outside of our control. Where the event outside of our control affects our delivery of Products to you, we will arrange a new delivery date with you after the event outside of our control is over.

You may cancel a contract affected by an event outside of our control which has continued for more than 30 days. To cancel, please contact us. If you opt to cancel, you will have to return (at our cost) any relevant Products you have already received and we will refund the price you have paid, including any delivery charges.

If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.

We only supply the products for domestic and private use. You agree not to use the products for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

We do not in any way exclude or limit our liability for: death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession), any breach of the terms implied by section 13 to 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples), and defective products under the Consumer Protection Act 1987.

This contract is between you and us. No other person shall have any rights to enforce any of its terms, whether under the contracts (Rights of Third Parties) Act 1999 or otherwise.

Voucher codes cannot be used in conjunction with any other offer or promotional code. Voucher code entitles you, at the time of ordering, to a saving from soak.com. soak.com reserves the right to decline to accept orders where, in its opinion, a promotion code is invalid for the order being placed. Promotion codes are only valid while stocks last and may be withdrawn at any time. Only one promotion code can be used per order. Free delivery offer applies to orders over £399 for UK mainland address only (excludes Scottish Highlands & Islands). soak.com's general terms & conditions still apply. soak.com reserves the right to change these Terms & Conditions at any time.

In the event that you have spoken to our Customer Services team about soak.com goods or services and you still feel you have an issue or dispute regarding these, you can use the online dispute resolution (ODR) platform created by the EU Commission which allows consumers to submit their complaint through a central site at https://ec.europa.eu/consumers/odr/main/?event=main.home.show.

If any part of the Terms of Service is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of the Terms of Service will not be affected all other clauses will remain in full force and effect. So far as possible where any clause/sub-clause or part of a clause/sub-clause can be severed to render the remaining part valid, the clause shall be interpreted accordingly. Alternatively, you agree that the clause shall be rectified and interpreted in such a way that closely resembles the original meaning of the clause/sub-clause as is permitted by law.

You agree to indemnify, defend and hold harmless soak.com, its directors, officers, employees, consultants, agents, and affiliates, from any and all third party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use this Website or your breach of the Terms of Service.

Transfers of your personal information outside of Europe

All the personal information collected about you by us or on our behalf may be transferred to countries outside the European Economic Area (EEA). By way of example, this may happen where any of our teams are located in a country outside of the EEA or if any of our servers or those of our third-party service providers are from time to time located in a country outside of the EEA. These countries may not have similar data protection laws to the UK and so they may not protect the use of your personal information to the same extent. The non-EEA countries to which we transfer your personal information are set out in the 'Sharing your information' section of our privacy policy.

If we transfer your information outside of the EEA in this way, we will take steps to ensure that appropriate security measures are taken with the aim of ensuring that your privacy rights continue to be protected as outlined in this policy. These steps include imposing contractual obligations on the recipients of your personal information or ensuring that the recipients are subscribed to ‘international frameworks’ that aim to ensure adequate protection. For example, those of our third party service providers who receive your personal information in the USA may subscribe to the “Privacy Shield” framework. Where they do not, we ensure that we impose contractual obligations on them that are broadly equivalent as required by UK data protection law. Please contact us using the details at the end of this policy for more information about the protections that we put in place and to obtain a copy of the relevant documents.

If you use our services whilst you are outside the EEA, your information may be transferred outside the EEA in order to provide you with those services.

These terms and conditions are to be construed in accordance with the laws of England and in the event of any dispute or claim associated with these terms and conditions, that dispute or claim shall be subject to the exclusive jurisdiction of the English courts.