Placing an order with The UK General Catering Limited constitutes your agreement to be bound by these terms and conditions. The UK General Catering Limited reserves the right to change these terms and conditions from time to time without notice to you. Your contract with us will be governed by the terms and conditions in place when your order is accepted.

You will be requested to read and accept these terms and conditions every time you place an order. For this reason, we encourage you to review them whenever you use this website to ensure that you are familiar with the latest terms and conditions. Before placing your order, if you have any questions relating to these terms and conditions please Contact Us.

• 3.1 You can place an order via our website www.ukgeneralcatering.com following the prompts given or by calling us on 0730 910 3984.
• 3.2 Once you have placed an order you will be contacted via e-mail within 24hrs (or next working day) with details of your order and further information. Please ensure you check the details are correct and contact us at your earliest convenience if anything is incorrect or not as expected.
• 3.3 The successful placement of your order is deemed your acceptance of these terms & conditions. 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. In the unlikely event that we are unable to accept your order, we will notify you as soon as possible. Non-acceptance of an order may be as a result of one of the following:
  • a) the product you ordered being unavailable from stock;
  • b) a product pricing or description error;
  • c) our inability to obtain authorisation for your payment; or
  • d) we are unable to meet a delivery deadline you have specified.
• 3.4 Once you have set up your account with us as part of the order process, you will be able to access your order details from our website.

• 4.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. We endeavour to display as accurately as possible the colours of our products on our website, however, as different computers display colour tones differently we cannot guarantee the complete accuracy of the pictures or photographs that are shown. If you are concerned about an item’s finish please call us on 0730 910 3984 and we may be able to send you a sample.
• 4.2 Any products identified as ‘End of Line’ in the product description are discontinued items of which we will not get any more stock. This means that we will be unable to source parts or exchange this product for a new equivalent in the event of a problem. This is reflected in the price of the products. All products are new and sold as new. This status and discount does not affect your statutory right to a refund in event of dissatisfaction. Please refer to our refunds policy in section 8 of these terms which applies to all products sold.
• 4.3 If we are making the product to measurements you have given us you are responsible for ensuring that these measurements are correct.
• 4.4 If you wish to make a change to the product you have ordered, following order but before dispatch, 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 for delivery 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.

• 5.1 All prices and charges on our website are quoted in Pounds Sterling. All product prices include VAT, but exclude any delivery costs. These are calculated as part of the checkout process, based on the delivery service chosen, the delivery location and the size or weight of your products. We take all reasonable care to ensure that the price of the products advised to you is correct. If we discover an error in the price of products you have ordered we will inform you as soon as possible and give you an option of reconfirming your order at the correct price, or cancelling the 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 products provided to you.
• 5.3 For details of how we price our products please visit our Pricing Information page.
• 5.4 Payment for your order is made at the point of placing the order. For website orders please see our Payment Options page for a full list of payment options. For telephone orders we accept payment with most types of credit and debit card (Visa, Mastercard, Delta, Switch or Maestro). Alternatively, you can pay by cheque, which should be made payable to “UK GENERAL CATERING LIMITED (UK)” and posted to our Head Office address. Products will not be despatched until a cheque payment has cleared in our bank. We also offer finance options on orders over £250 – please see section 6 of these terms for full details.
• 5.5 We will advise you if your payment details cannot be authorised for any reason or if your cheque has failed to clear. We will then arrange for payment to be made by another method.
• 5.6 If the lead time on your order is more than 30 days we may be able to refund 90% of your payment until your item is in stock. Once the item is in stock, we will ask you to pay the remaining 90% before we despatch your order. For more information and to request a partial refund, please call our customer service team on 0730 910 3984. This does not apply to our made to order items, for which we require full payment at the point of placing your order.
• 5.7 Ready to go orders
  Once all of your items have arrived in stock if you have paid in full we will contact you to arrange delivery.
  Once all of your items have arrived in to stock if you have not paid the full balance of your order we will contact you to collect outstanding payment and arrange delivery. 
  • 1. We will hold your order for a period of two weeks from the final item arriving into stock – if we are unable to contact you in this period then the items will be unallocated from the order and you will be issued with a refund. Should you wish to place your order again The Cotswold Company cannot be held responsible for items going out of stock after they are unallocated from your order.
  • 2. We can store your order if you are not ready to receive it for two weeks from the final item being allocated to your order and orders stored after 14 days will incur a storage charge of £15 a week.
• 5.8 Fully allocated orders
  Once all of your items have arrived in to stock if you have not paid the full balance of your order we will contact you to collect outstanding payment and arrange delivery.
  Please note that we will only keep items allocated to an order without full payment for a period of no more than 14 days from the date that the last item was allocated to your order. If we do not hear from you within that 14 day period then the items will be unallocated from the order and you will be refunded your deposit. The Cotswold Company cannot be held responsible for items going out of stock after they are unallocated from your order if we have made every effort to contact you.
• 5.9 You own a product once it has been delivered and we have received payment in full.

• 6.1 We now offer finance for customers who are over 18 years old, have lived in the UK for at least three years and are placing an order for in stock or short lead time items to a total value of £250 or more.
• 6.2 The UK GENERAL CATERING LIMITED (UK) Ltd acts as a credit broker and offers credit products from Secure Trust Bank PLC trading as V12 Retail Finance. The UK GENERAL CATERING LIMITED (UK) Ltd is authorised and regulated by the Financial Conduct Authority and is the broker and not the lender. Our registration number is 15252744. Credit is provided subject to age and status. Minimum spend applies. Not all products offered by Secure Trust Bank PLC are regulated by the Financial Conduct Authority.
• 6.3 We may receive a commission if your application is successful, and the amount may vary depending on the product chosen and the amount of credit taken out.
• 6.4 Our finance package is available online, over the phone or in store. Our retail finance is provided by V12 Retail Finance Ltd and is subject to separate terms and conditions.
• 6.5 Once finance has been authorised, it is valid for 90 days, and your first installment will be payable approximately 30 days after your order has been delivered. You can select your preferred delivery date at the time of ordering for in stock items; however, please bear in mind this will be dependent on your finance agreement being verified and we cannot be held responsible for any resulting delay in delivery.
• 6.6 Finance for qualifying orders can be selected at our checkout, which will take you through to the V12 finance platform for an instant decision.
• 6.7 You can see a full list of finance options on our Furniture on Finance page.

• 7.1 We have multiple delivery options available, we apply the most suitable service at checkout based on your purchase – which you can upgrade and customise to suit your needs.
• 7.2 For more information on these options take a look at our delivery page to find out how to add extra features or choose a specific delivery window to your delivery.
• 7.3 During the order process you will be asked to select your preferred delivery date if available, otherwise we will delivery on the soonest available date within the time frame shown.
• 7.4 We will deliver your products to the address you provide us at the time you place your order.
• 7.5 We can only deliver within the UK mainland. If you live further afield we may be able to deliver to a port or shipment company at an address within the UK. Please note you will need to contact them directly to confirm a delivery, find out the opening hours and contact details which you will then need to pass back to us. Also note in the event you arrange for our products to be taken outside of the UK mainland we will only be able to organise exchanges/returns from UK mainland addresses, therefore we recommend your order is checked prior to onward shipping. It is also important that your goods are checked at this point, as we will not accept liability for damage caused by your third party carrier.
• 7.6 Please note if you are based in Scotland or the South West, we normally deliver within 5-10 working days, however some locations at the furthest corners of the Country can take longer. Please contact us if you require further clarification.
• 7.7 Due to our commitment to the environment, we prefer to wait until all your items are in stock before we arrange delivery so that we can deliver them all at once. However, if you have an urgent need for one of the items on your order, we may be able to arrange for your in-stock items to be delivered separately. Please note that if you choose to split your order in this manner, the second delivery will incur an additional delivery charge. Please contact our sales team on 0730 910 3984 for further details.
• 7.8 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. It may not be possible to deliver some items within this timeframe (for example, out of stock or bespoke items), if this is the case we will let you know the estimated delivery date before accepting your order and you may either agree the estimated delivery date or cancel the contract for a full refund.
• 7.9 If a product is unavailable from stock or our supply of the products is delayed by an event outside our control (ie a delay from our suppliers or adverse weather conditions) 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. In the event that you do not choose to end the contract in these circumstances, we reserve the right to cancel the contract and we will write to you to inform you of this and will refund you in full for any money you have paid in advance for the product.
• 7.10 Before placing your order, please check that the items of furniture will fit through any passages, stairwells, landings and doorways on the way to the destination room. Please ensure you cover any carpets, flooring or furniture and remove pictures and valuables from the delivery area and the route to it through your property. Whilst every care will be taken by the delivery drivers, we will not be liable for any damage to your property caused by your failure to provide a clear access route to the delivery location. We are also not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover whilst delivering the products. Please note there may be restrictions as to how many flights of stairs the delivery team can deliver up. For further information please contact our team. We endeavour to give as much information as possible in respect to weight and size of our products and you can read our “How to Measure” pages for more information or contact our sales team on 0730 910 3984 if you are unsure.
• 7.11 Our deliveries are carried out by 7.5 or 3.5 tonne vehicles, so during the order confirmation process we ask our customers for information that will help our drivers deliver successfully and to ensure the driver has safe access to the premises from the public highway. Missed deliveries may result in charges if these questions are not answered, so if there’s any information that you feel would benefit our drivers and you haven’t disclosed this at the checkout, please give our customer services team a call immediately and they’ll update your order accordingly.
• 7.12 You will be asked for a signature on receipt of your order to confirm where possible, that your products have arrived in a satisfactory condition. Please see section 8 of these terms and conditions for full details of what to do should you need to return your products.
• 7.13 For all orders, it is essential that someone over the age of 16 is available to receive and sign for your delivery. Unfortunately, we will not be able to deliver your products if there is no one at home to sign for them, so please contact our Customer Services team if that is likely to be the case. Please also ensure the person at your property has all your order details, in particular details of any extras you have paid for, as our drivers will be guided by them during the delivery; this includes where you want the goods delivered if you have selected a Room of Choice service. Unfortunately we cannot provide a refund for any services refused at the time of delivery, as these are arranged and paid for in advance.
• 7.14 During delivery, we kindly ask that all pets are securely kept in another room. This is to ensure the safety of our delivery drivers and your pet(s).
• 7.15 If the products are lost or damaged in transit, please let us know promptly by contacting our aftercare team on 0730 910 3984. In order to make sure we have all the relevant information please also email us a brief description of the issues and accompanying photos to info@ukgeneralcatering.com.
• 7.16 Products will be your responsibility from the time the courier delivers them to the address you gave us or you collect from us.
• 7.17 Please check our delivery page for specific details on each of our delivery services.
• 7.18 If you have provided us a mobile phone number for the purposes of your order we may contact you from time to time via SMS to ask about our service. If you receive an SMS and would not like to participate then either follow the instructions contained within the message to op-out or ignore. Our full privacy policy can be found on our Privacy Policy page.
• 7.19 Failed delivery. If a delivery fails as a result of one of the following reasons, we will contact you to arrange a redelivery and will charge you for the costs incurred as set out in clause 7.20 below:
  • a) If we are provided with incorrect delivery information;
  • b) no one (over the age of 16) is available at the delivery address to receive the delivery within the agreed delivery slot; and
  • c) our couriers are unable to gain safe access to the delivery address.
• 7.20 Our charges for a failed delivery are:
  • £20 for orders under 25kg
  • £40 for orders 25kg and over
  • Surcharges may also apply depending on your location and the additional delivery options that you choose, please see our delivery page for more information.
• 7.21 These delivery terms do not apply to purchases made from Outlets.

• 8.1 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 and when you decide to end the contract:
  • 8.1.1 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 a service re-performed or to get some or all of your money back), see clause 11;
  • 8.1.2 If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;
  • 8.1.3 If you have just changed your mind about the product, see clause 8.3. 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];

• 8.2 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 for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 30 days; or
  • e) you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see clauses 7.8 and 7.9).
• 8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). 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.
• 8.4 When you don’t have the right to change your mind. You do not have a right to change your mind in respect of:
  • 8.4.1 bespoke items;
  • 8.4.2 due to hygiene reasons, mattress toppers, mattress and bedding protectors, duvets, pillow, throws and blankets if the packaging has been opened or protective seals removed; and
  • 8.4.3 services, once these have been completed, even if the cancellation period is still running.
• 8.5 How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered.
  • 8.5.1 Have you bought services (for example, our assembly services)? Once we have completed the services you cannot change your mind, If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.
  • 8.5.2 Have you bought goods (for example, our Catering Products)?, if so you have 30 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 30 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.