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TERMS AND CONDITIONS 

Welcome to our terms and conditions of sale and delivery 
 
These terms and conditions apply to customers located in the UK ("Customers") who access the cwgroup.co.uk website ("Website"). Please read these terms and conditions carefully before accessing and/or ordering any goods from the Website. 
 
These are the terms and conditions of CW Group Hygiene Services Ltd ("CW Group"), which is the company that sells goods to customers on the Website. If you access the Website, and/or place an order for goods, you agree to be bound by these terms and conditions. 
 
CW Group’s main business address is Unit 1, Croft Farm, Bredon Hardwicke, Tewkesbury, Gloucestershire GL20 7EE. 
 
CW Group's main business contact number is (01684) 773 254. 
 
You should print a copy of these terms and conditions for future reference. 
 
If you have any questions about anything contained in this Website, please contact Customer Services at info@cwgroup.co.uk. 
 
How to order 
 
1. Select the goods you require from the Website and click 'Buy Now'; 
 
2. Choose the quantity of goods you wish to purchase from CW Group (the default will be one (1) unit). Please note that a limit is set to ninety-nine (99) units per item. To order quantities greater than 99 units per item, please contact Customer Services who will be able to assist you with your order; 
 
3. Review your shopping cart to make sure that all specifications such as quantity and colour fit your requirements, then click "Secure Checkout"; 
 
4. If you already have an account with CW Group, you can then enter your user name and password at this point, to speed-up the order and payment process. 
 
5. You will then be directed to the Shipping Confirmation/Delivery Options page, where you may enter voucher codes, select the delivery region (e.g.- within 12 miles/rest of UK), and enter your contact details, delivery and/or billing addresses. 
 
6. You will then proceed to the secure payment page where you may select the payment type and complete your order. Your payment will be collected from you by PayPal on our behalf (see below). Following submission of your order you will be sent an automated order acknowledgement to the email address you provided. 
 
Note: By placing an order through the Website, you warrant that you are legally capable of entering into binding contracts. 
 
7. If you are a new user you will then have the option to create an account, to speed-up future orders. This involves entering an email address and creating a user name and password. You must keep your username and password confidential as they allow access to your account. To continue setting up an account you will need to enter your personal details, billing address (which must correspond with your payment card address) and delivery address. 
 
How the contract for the goods is formed between you and CW Group 
 
After placing your order, you will receive an automated acknowledgement. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by CW Group. You will receive an email confirming that CW Group has accepted your order when your order has been processed and is ready for delivery. 
 
Once CW Group accepts your order, a contract to purchase the goods takes effect between you and CW Group. 
 
The contract to sell goods to you only relates to those goods listed in the confirmation email. 
 
You will not be charged before your order has been processed and is ready for delivery. However, upon receipt of your order, CW Group will create a payment authorisation. This will show on your bank statement as a reservation of funds which allocates the money to your order but this will not be realised until your order has been picked and processed in the CW Group warehouse. 
 
In the event of us not being able to fulfil your order, we will immediately request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our payment cancellation request. 
 
Our goods 
 
A description of the main characteristics of goods can be found on the product pages of the Website. 
 
Prices for goods on the Website appear on the product pages and include all applicable taxes. 
 
Prices and offers may vary and may only be available for limited periods. All prices and offers are subject to availability and may be withdrawn or amended at our discretion. The prices on the Website may differ to prices in our catalogues or elsewhere. 
 
The Website contains a large number of goods and it is possible that, despite our best efforts, some of the goods listed on the Website may be incorrectly priced. If we discover an error in the price of the goods you have ordered we will inform you as soon as possible. We will give you the option of reconfirming your order at the correct price or cancelling it. 
 
CW Group is under no obligation to sell incorrectly priced goods to you at the incorrect price. 
 
Some offers carry a maximum quantity per customer. If this is applicable, this is detailed on the individual offer. 
 
Data protection and privacy 
 
Any personal information you provide to CW Group from which you can be identified is stored securely and confidentially and is processed fairly and lawfully in accordance with this privacy policy. 
 
CW Group takes appropriate technical and organisational measures to protect against unauthorised or unlawful processing of your personal information, including encrypting your information to applicable industry standards. 
 
During your visit to the Website, CW Group may gather certain personal information that is necessary to set up your account, for the purposes of billing, delivery of your goods and queries. CW Group only keeps your information for as long as is necessary to process your order, process any applicable refunds, respond to any complaints/feedback, or to provide you with promotional information you have subscribed to. 
 
Ordinarily CW Group does not have access to your financial information which is securely transferred directly to our card processing agents, who process it on our instructions. 
 
CW Group's card processing agents and our couriers are required to maintain the security and confidentially of your personal details, and are required not to retain, share, store or divulge any personal information for any other purposes. 
 
When you register your details on the Website, you have the option to subscribe to future promotions and special offers. You may unsubscribe from this at any time by emailing Customer Services. 
 
CW Group will not transfer your information outside the European Economic Area ("EEA") unless you are a user located outside the EEA, in which case it may need to transfer your information to deliver your goods, process payment/refunds, or to send you promotional information you have subscribed to. 
 
The Website can recognise past users by using cookies. Cookies personalise your visits to the Website to meet your individual preferences. You can disable cookies by adjusting your Internet settings. 
 
When you supply your information to CW Group, you accept the risks associated with the Internet and consent to CW Group processing your information in accordance with this policy and will not hold any member of CW Group responsible for any loss of your information unless it has breached its duty of care to you. 
 
If you have any queries regarding CW Group's use of your personal information or this privacy policy, you should contact our Data Protection Compliance Officer by writing to us at our main business address. 
 
Method of payment 
 
Our primary method of payment is PayPal, which enables you to pay by Mastercard, VISA, VISA Debit, VISA Electron, Maestro or American Express. Please ensure if you are using a credit card that you provide the card holder's name as it is shown on the card, and that the billing address is as it appears on the card statement. Payment will be taken in GB pounds sterling (£) and, if applicable, your card will be charged according to the exchange rate prevailing at that time. 
 
CW Group charges are collected by PayPal on behalf of CW Group during the checkout procedure, and PayPal undertakes to pass your payment on to CW Group on your behalf. 
 
Fraud Prevention 
 
To help us prevent fraud, orders of £200 GB pounds sterling or more may require a landline telephone number. Card fraud is illegal and perpetrators will be prosecuted. 
 
Delivery costs 
 
Delivery costs are additional to the displayed product price and vary depending on the delivery service you select, the delivery destination and the quantity/weight of goods ordered. 
 
Delivery charges will be confirmed to you before your order is accepted. 
 
If your order is particularly heavy it may be subject to extra delivery charges. If any order is subject to extra delivery charges you will be advised of the additional cost before delivery of your order begins. You have the option to cancel the order if you do not wish to pay any additional delivery costs. 
 
Please note we are unable to deliver to PO Boxes. 
 
UK deliveries 
 
CW Group always aims to ship all goods in stock as quickly as possible, and typically offers Next Day Despatch as standard. 
 
Next Day Despatch means that, if your order is placed and accepted before 3pm, we aim to have your order shipped to your premises within one (1) day to arrive the following day, provided the next day is not a Saturday, Sunday or a UK Public/Bank Holiday. Orders placed after 3pm will take an extra 24 hours to deliver (excluding Weekends and Public/Bank Holidays). 
 
Note: Next Day Delivery is not available for certain areas of the UK including the Highlands and the Channel Islands. If the delivery destination is located in an area where Next Day Delivery is not available, your order will be delivered as soon as possible (usually 1-2 days later). 
 
In exceptional cases where Next Day Delivery is not possible, the maximum UK delivery lead time for goods shall be 10 days (unless an alternative delivery lead time has been specifically agreed with you by CW Group). 
 
For certain deliveries, CW Group uses third party couriers. Couriers will require a signature to ensure safe receipt of your goods. If you are not available to collect and sign on the courier's first visit they may leave it at a neighbouring address, or in a safe place (i.e. hidden from sight and protected from the rain). A calling card will be posted through your door to let you know this has been done. If there is no safe place, a calling card will be left with the courier's contact number to arrange re-delivery. CW Group's couriers will deliver until 6pm in most areas. 
 
The couriers will attempt re-delivery up to a maximum of three (3) times. If delivery is not successful after the third attempt, they will return the goods to CW Group and we will issue a refund. CW Group reserves the right to re-charge the delivery cost for re-delivery. 
 
International deliveries 
 
CW Group is able to supply goods all over the world. Please contact us for confirmation of delivery lead times and costs prior to placing your order. 
 
Delivery of pre-order items 
 
If you pre-order goods with a future availability date, we will reserve your goods and hold the whole order until the day before the published launch/availability date. We will then dispatch the pre-ordered goods via Next Day Delivery on the day before the launch date if the delivery address is within the UK. 
 
Split delivery 
 
CW Group may split delivery of your order into several parcels based on stock availability. You will not be charged extra for this facility. Any additional consignments for delivery in the UK will be sent using the Next Day Delivery service. 
 
Free delivery offers 
 
Free delivery offers, when available, only apply to orders for delivery within 12 miles of GL20 and are sent using our standard Next Day Delivery service. 
 
Free delivery offers cannot be used in conjunction with any other offer, promotion or discount code. 
 
Returns and exchanges 
 
1) Cancelling your online order within the cooling-off period 
 
You have fourteen (14) days to change your mind from the day after you receive your order. 
 
a) Can I cancel any item that I order? 
 
You can cancel any item ordered online in accordance with the terms in this section apart from: 
• any items which deteriorate or expire rapidly; 
• any items that are sealed for health protection or hygiene reasons if you have unsealed them; and 
• any items that have been inseparably mixed after delivery. 
 
b) When do I have to cancel my order by? 
 
Your cancellation period ends fourteen (14) days after the day on which the items are delivered to you. 
 
If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day fourteen (14) days after the day on which the last of the items or parts were delivered to you. 
 
c) How do I notify you that I want to cancel my order? 
 
You can cancel by sending an email to Customer Services at info@cwgroup.co.uk. 
 
You need to give CW Group a clear statement that you would like to cancel which includes your name, address, details of the order you wish to cancel and some contact information such as a telephone number or email address. 
 
Alternatively, you can use the Returns Form, although this is not compulsory. To use the form, simply print it off, fill it in and, either scan and email it to CW Group at the above email address or post it to CW Group at our main address. 
 
d) How do I send my items back? 
 
You must return your item(s) to the Customer Returns address below no later than fourteen (14) days after the day on which you informed us that you would like to cancel your order. Any returns are at your own risk. For your protection, CW Group recommends that you return your items via registered courier. 
You must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective. 
 
The items do not need to be in their original packaging. However, they must be in a sellable condition. 
 
e) How much money will be refunded to me? 
 
We will refund you in full for any items you return, but we will deduct from any reimbursement an amount equal to any diminishment in value of the items as a result of you handling the items beyond what is necessary to establish the nature, characteristics and functioning of the items. 
 
If you are returning all items in your order, we will also refund the cost of the initial delivery to you, but only up to the cost of a standard delivery charge. We will not refund any Next Day or other premium component of any delivery charge. If you are not returning all the items in your order, the initial delivery cost will not be returned to you. 
 
Note: We will refund you using the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise with us). You will be refunded no later than fourteen (14) days after the day CW Group receives the items you are returning. 
 
2) Items that are incorrect or require exchange 
 
Please clearly state on the Returns Form the reason for return and whether you require a refund or exchange. CW Group is only able to exchange items for the same product. 
 
CW Group recommends that you send items back via registered courier. The return address is: 
 
Customer Returns 
CW Group 
Unit 1 
Croft Farm 
Bredon Hardwicke 
Tewkesbury 
Gloucestershire 
GL20 7EE 
 
Some items are non-returnable for hygiene reasons. Please note that this does not affect your statutory rights. 
 
The items do not need to be in their original packaging. However, they must be in a sellable condition, and shall be sent to CW Group at your own cost and risk. 
 
You have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, CW Group may have a right of action against you for compensation. This applies to all items that are returned. 
 
Once a refund has been issued, you will receive a confirmation email detailing the amount which has been refunded and the item(s) CW Group has received back. If a refund or reimbursement is payable to you, we will transfer the money using the same method originally used by you to pay for your purchase (e.g.- PayPal). If for any reason we are unable to refund via the original payment method, then a cheque will be raised and sent to the address on the order. 
 
CW Group aims to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned any item(s). Please note that at busy times of the year, such as UK Public Holidays, these response times may increase. 
 
3) Defective items 
 
In the unlikely event that you receive a defective product, you will be entitled to one of the following remedies: 
 
Tier 1: Within 30 days of receiving the defective item, you can choose to receive either: 
• a repair or replacement; or 
• a full refund. 
 
Tier 2: If more than 30 days have passed after you received the goods, you can claim a repair or a replacement of the defective item (but not a refund). 
 
Tier 3: If CW Group advises you that repair or replacement is not possible, or if it is unsuccessful or cannot be provided to you in a reasonable time, then you can choose to either: 
• keep the defective item and claim a price reduction (the amount of the price reduction will be determined by CW Group depending on what is reasonable in the circumstances); or 
• return the defective item and claim a refund (but note that if you have had the goods for more than 6 months, this refund may be reduced to take account of any use you have had from the goods). 
 
If you think you have received a defective item, please return the items back to CW Group including details where possible of: 
 
• Your Order Number 
• Product Code/Product Name 
• Details of the fault 
• Whether you would prefer a refund or a repair or replacement 
 
Returns address 
 
CW Group recommends that you send items back via registered courier. The return address is: 
 
Customer Returns 
CW Group 
Unit 1 
Croft Farm 
Bredon Hardwicke 
Tewkesbury 
Gloucestershire 
GL20 7EE 
 
CW Group will examine the returned item(s) and notify you of your refund or repair or replacement via email within a reasonable period of time. 
 
We will process any refund due to you as soon as possible and, in any case within fourteen (14) days after the day we confirm via email that you are entitled to a refund due to the item(s) being defective. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise with us). 
 
CW Group will bear the reasonable costs of returning the items up to the cost of the standard courier delivery charge. CW Group will not refund any Next Day other premium component of delivery. 
 
If you have a query about returning goods, please contact Customer Services. 
 
Warranty and limitation of our liability 
 
Some of the goods we sell to you include a manufacturer's guarantee. For details of the applicable terms and conditions, please refer to the manufacturer's guarantee provided with the goods. 
 
Note: A manufacturer's guarantee is in addition to, and does not affect, your legal rights in relation to goods that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. 
 
CW Group gives no warranty to you in relation to the goods other than that they will be of satisfactory quality. All other warranties, conditions or other terms implied by statute or common law are excluded to the fullest extent permitted by law. 
 
Without prejudice to the above, any claim by you which is based on a shortfall in quantity of the goods, or any defect in the quality or condition of the goods, must be notified to us within fourteen (14) days from the date of delivery or (where a defect or failure was not apparent on proper inspection) within seven (7) days after discovery of the defect or failure. 
 
If you do not notify us within the above timescales, you shall not be entitled to reject the goods and we shall have no liability for such shortfall, defect or failure, and you shall be bound to pay the price. It is your responsibility (at your expense) to return any relevant goods to our premises if requested to do so by us to allow us to inspect the goods. For the purposes of this clause, time shall be of the essence. 
 
If you do notify us in accordance with the above timescales and the claim is valid, we shall (in the case of a shortfall) supply additional goods to make up the shortfall, or (in any other case) we shall replace or repair the goods (or the part in question) free of charge or, at our sole discretion, refund to you the price of the goods (or a proportionate part of the price), but we shall have no further liability to you. 
 
It shall be your responsibility to collect from our premises any goods returned pursuant to this clause if your claim in respect of those goods proves not to be valid. 
 
Despite any of the other provisions of this section of these terms and conditions, if you do not return the goods to us at our request, or you have altered the goods (including any packaging) in any way, you shall be deemed to have accepted such goods as being in all respects in accordance with the contract. 
 
Note: If you are a consumer, this warranty is in addition to, and does not affect, your legal rights in relation to goods that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. 
 
If CW Group fails to comply with these terms and conditions, we shall only be liable to you for the purchase price of the goods and any proven losses that you suffer as a result of CW Group's failure to comply (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) which are a foreseeable consequence of such failure. 
 
Notwithstanding the above, CW Group shall in no circumstances be liable for any losses that result from its failure to comply with these terms and conditions that fall into the following categories: 
(a) loss of income or revenue; 
(b) loss of business; 
(c) loss of profits; 
(d) loss of anticipated savings; 
(e) loss of data; or 
(f) waste of management or office time. 
 
However, nothing in these terms and conditions is intended to exclude or limit CW Group's liability for: 
(a) death or personal injury caused by CW Group's negligence; 
(b) fraud or fraudulent misrepresentation; 
(c) any breach of the obligations implied by section 12 of the Sale of Goods Act 1979; 
(d) defective products under the Consumer Protection Act 1987; 
(e) any other matter for which it would be illegal for CW Group to exclude or attempt to exclude its liability. 
 
Whilst CW Group adopts industry standard protections against computer viruses, it is not able to warrant that this Website is free from computer viruses or any other malicious or impairing computer program. 
 
Nothing in these terms and conditions is intended to affect your statutory rights. 
 
Events outside our control 
 
CW Group shall not be liable or responsible for any failure to perform, or delay in performance of any of its obligations to you that is caused by events outside our reasonable control (a "Force Majeure Event"). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond the reasonable control of CW Group and includes (without limitation) the following: 
(a) Strikes, lock-outs or other industrial action; 
(b) Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; 
(c) Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster; 
(d) Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; 
(e) Impossibility of the use of public or private telecommunications networks; or 
(f) The acts, decrees, legislation, regulations or restrictions of any government. 
 
In the event of a Force Majeure Event, CW Group's performance is deemed to be suspended for the period that the Force Majeure Event continues, and CW Group will have an extension of time for performance for the duration of that period. CW Group will use its reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which its obligations to you may be performed despite the Force Majeure Event. 
 
Written communications 
 
Applicable laws require that some of the information or communications CW Group sends to you should be in writing. By accessing the Website, you accept that communication with CW Group will be primarily electronic through email or notices posted on the Website. 
 
For contractual purposes, by accessing the Website you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that CW Group provides to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights. 
 
Intellectual property rights 
 
Unless otherwise specified, the intellectual property rights in the contents of all the pages in this Website are owned by or licensed to CW Group, or are used with the owner’s permission. 
 
The contents of this Website may not be copied, reproduced, modified, downloaded or used in any form without our prior written permission. 
 
Complaints 
 
CW Group takes all feedback very seriously and aims to deal with complaints as quickly and effectively as possible. 
 
For complaints relating to orders placed through the Website please email Customer Services. To assist us in dealing with your complaint, please detail all aspects of the complaint, your order number and your contact details. 
 
Our right to vary these terms and conditions 
 
CW Group reserves the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions that are in force at the time that you order goods from CW Group unless: 
• any change to these terms and conditions is required to be made by law or governmental authority, in which case the changes may apply to orders previously placed by you; or 
• CW Group notifies you of any changes to these terms and conditions before it accepts your order, in which case we have the right to assume that you have accepted the change to the terms and conditions unless you notify us to the contrary within seven (7) working days of receipt by you of the goods. 
 
Safety warning 
 
Certain goods offered for sale by CW Group can be hazardous (e.g.- cleaning chemicals). Once purchased, goods should only be used in accordance with the manufacturer’s instructions and should likewise be inspected before use and properly maintained and stored. Nothing in this notice affects your statutory rights. 
 
Governing law and jurisdiction 
 
These terms and conditions shall be subject to English law. If you are a consumer in the EU, you are protected by any overriding mandatory provisions of the law of the country in which you are resident. Nothing in these terms affects your rights as a consumer to rely on such mandatory provisions of local law. 
 
The courts of England and Wales shall have exclusive jurisdiction over all claims or disputes (whether contractual or non-contractual) arising in relation to, out of or in connection with these terms and conditions, including orders for goods. 

CONTACT CW GROUP  

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