Terms of Service

1. About us

Hexleds UK is a trading name of Hexleds LTD, a company registered in England and Wales with company number 16672847. Our registered office is at 20 Wenlock Road, London, England, N1 7GU.

You can contact us by email at info@hexleds.co.uk or by phone on +44 7553 037024. Section 24 sets out all the ways to reach us.

2. These terms

2.1 These terms apply to every order you place on www.hexleds.co.uk and to your use of our website. Please read them before you order.

2.2 They work together with our Shipping & Returns, Refund Policy, Warranty Information and Privacy Policy pages.

2.3 If you are a consumer, meaning you are buying wholly or mainly for personal use rather than for your business, you have legal rights under UK law. These include the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in these terms affects those rights.

2.4 If you are buying for a business, some of these terms apply differently. Section 12 explains how.

2.5 By placing an order you accept these terms. Your order confirmation email will include a link to them, so you have a copy.

3. Using our website

3.1 You must be 18 or over to place an order.

3.2 Please make sure the details you give us, including your name, delivery address, email and phone number, are accurate and up to date. If you create an account, keep your login details secure and tell us straight away if you think someone else has used it.

3.3 We aim to keep the website available at all times, but we cannot promise it will always be uninterrupted or error-free. We may suspend it for maintenance or updates.

3.4 Our guides, blog posts and FAQs give general information to help you choose and fit our products. They are not a substitute for professional advice. Always follow the instructions supplied with your kit, and use a qualified electrician where section 11 says you should.

4. Our products

4.1 We describe our products as accurately as we can. Photos are for illustration. The colour and brightness of lighting can look different on screen, in photos and in your own space, depending on your device, the room and its surfaces.

4.2 Dimensions are for the assembled grid and may vary slightly because of manufacturing tolerances.

4.3 We may make minor changes to a product to reflect a change in the law or a technical improvement, as long as the change does not affect how you use it. If we need to make a bigger change after you order, we will tell you and you can cancel for a full refund.

4.4 We may stop selling a product at any time, and we may limit the quantity of any product in a single order.

5. Ordering and when the contract starts

5.1 When you place an order, you are offering to buy the products in your basket.

5.2 We will email you to confirm we have received your order. This email confirms receipt only; it does not mean we have accepted your order.

5.3 We accept your order when we email you to confirm it has been dispatched. The contract between you and us starts at that point.

5.4 We may decline an order. For example, a product may be out of stock, there may be a pricing error (see 6.4), we may be unable to deliver to your address, or we may suspect fraud. If we decline your order, we will tell you and refund any payment in full.

5.5 You can cancel an order at any time before it is dispatched by contacting us, and we will refund you in full. Once your order has been delivered, section 8 applies.

5.6 If you ask us to design a custom layout or to supply parts made or cut to your measurements, we will confirm the specification, price and timescale in writing before we start.

6. Prices and payment

6.1 Prices are in pounds sterling and include VAT where applicable.

6.2 Delivery charges, if any, are shown at checkout before you pay. Our Shipping & Returns page explains when delivery is free.

6.3 You pay the price shown when you placed your order. A price change after that does not affect your order.

6.4 Occasionally a product may be priced incorrectly. If the correct price is lower, we will charge the lower price. If it is higher, we will contact you before dispatch and you can choose to go ahead at the correct price or cancel for a full refund. If the error was obvious and you could reasonably have recognised it, we may cancel the order and refund you in full, even after we have accepted it.

6.5 We accept the payment methods shown at checkout and take payment when you place your order. If we cannot supply your order, we will refund you in full.

6.6 Discount codes and promotions have their own conditions, which we show with the offer. Unless an offer says otherwise, you can use one code per order, and codes have no cash value.

7. Delivery

7.1 Our delivery options, timescales and order cut-off times are set out on our Shipping & Returns page. Delivery dates are estimates, but we will do our best to meet them.

7.2 If we have not agreed a delivery date with you, we will deliver without undue delay and within 30 days of the day you place your order.

7.3 If we miss an agreed delivery date, or the 30-day limit, you can give us a reasonable extra period to deliver. If the delivery date was essential, you can cancel your order and we will refund you in full for anything not delivered.

7.4 If no one is available to take delivery, follow the carrier's instructions to rearrange delivery or collect your parcel. If the parcel comes back to us because it could not be delivered, we will contact you to rearrange delivery and may charge for re-delivery.

7.5 The products are your responsibility from the time they are delivered to you, to someone you nominate, or to a safe place you have chosen. You own the products once we have received payment in full.

7.6 Please check your order when it arrives and tell us about any damage or missing items as soon as you can, ideally within 48 hours, so we can put it right quickly. This does not affect your legal rights.

7.7 If we agree to deliver outside the UK, any import duties, taxes and customs charges are your responsibility.

8. Your right to cancel

8.1 If you are a consumer, you can cancel your contract within 14 days without giving a reason. The 14 days start the day after you, or someone you nominate, receive the products. If your order arrives in several deliveries, they start the day after the last delivery.

8.2 Our Refund Policy gives you longer than this legal minimum, and sets out how returns work in practice.

8.3 To cancel, email info@hexleds.co.uk with your order number and a clear statement that you want to cancel. You must then send the products back within 14 days of telling us.

8.4 You may handle the products as you would in a shop, which includes connecting a kit on the floor to check it works. If you handle them more than that, for example by fixing them to a ceiling, drilling them or hard-wiring them, we may reduce your refund to reflect the loss in value.

8.5 Unless the products are faulty or not as described, you are responsible for the cost of returning them, unless our Refund Policy says otherwise. Please pack them securely; we recommend a tracked and insured service.

8.6 We will refund the price you paid and the standard delivery charge, using the same payment method and with no fee. If you chose a more expensive delivery option, we only have to refund the cost of our standard option. We will refund you within 14 days of receiving the products back, or of you showing us that you have sent them, whichever is sooner.

8.7 The right to cancel does not apply to parts made or cut to your measurements, or clearly personalised for you (see 5.6). Our standard kits are not custom-made, so you can cancel them even if we helped you plan your layout.

9. Faulty products and your legal rights

9.1 If you are a consumer, the law says products must be as described, fit for purpose and of satisfactory quality. In summary:

• Up to 30 days after delivery: if your product is faulty, you can get an immediate refund.
• Up to six months: if your product cannot be repaired or replaced, you are entitled to a full refund in most cases.
• Up to six years (five years in Scotland): if your product does not last a reasonable length of time, you may be entitled to some money back.

This is a summary of your key legal rights. For more detail, visit Citizens Advice or call 0808 223 1133.

9.2 If you think a product is faulty, contact us with your order number, a description of the problem and, if you can, photos or a short video. We will arrange the return at our cost, then repair, replace or refund in line with your legal rights.

9.3 These rights do not cover damage that happens after delivery through incorrect installation, not following our instructions, accidents, misuse or modification.

10. Our guarantee

10.1 Our products also come with a manufacturer's guarantee, set out on our Warranty Information page. The guarantee is in addition to your legal rights and does not replace or reduce them.

10.2 To make a claim, contact us with your order number and a description of the problem.

11. Installation and electrical safety

11.1 Read and follow the instructions supplied with your kit before you install it.

11.2 Our kits are designed to plug into a standard UK 3-pin socket. Only use the connectors, power cables and power supplies we supply or recommend, and do not connect more tubes to a power supply than it is rated for.

11.3 If you want to hard-wire a kit, connect it to a fixed circuit or install it in commercial premises, the work must be carried out by a qualified electrician in line with BS 7671 (the IET Wiring Regulations) and Building Regulations.

11.4 Make sure your ceiling and fixings can safely support the grid, and check for hidden cables and pipes before drilling.

11.5 Only use products in conditions they are designed for, as shown on the product page. For example, do not expose them to water beyond their stated IP rating.

11.6 We are not responsible for loss or damage caused by installation that does not follow our instructions or this section, or by electrical work carried out by others.

12. Business customers

12.1 This section applies if you buy for business purposes, for example for a detailing studio, workshop, barbershop, gym or as a trade buyer. If this section conflicts with another part of these terms, this section applies.

12.2 Sections 8, 9 and 13 do not apply to you. Our Refund Policy still applies to your order unless we agree otherwise in writing.

12.3 We warrant that on delivery the products will match their description and be free from material defects. If they are not, we will repair or replace them or refund the price, at our option. Except as set out in these terms, all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 are excluded to the fullest extent permitted by law.

12.4 Our total liability to you under or in connection with any order is limited to the price paid for that order. We are not liable for loss of profits, sales, business, revenue, anticipated savings or goodwill, business interruption, or any indirect or consequential loss.

12.5 Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited by law.

12.6 Trade pricing is available through our Trade Purchase page. Any separate written agreement with you takes priority over these terms.

13. Our responsibility to consumers

13.1 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 or of our failure to use reasonable care and skill. Loss is foreseeable if it was obvious it would happen, or if we both knew it might happen when the contract was made. We are not responsible for loss that is not foreseeable.

13.2 We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for:

• death or personal injury caused by our negligence or that of our employees, agents or subcontractors
• fraud or fraudulent misrepresentation
• breach of your legal rights in relation to the products, as summarised in section 9
• defective products under the Consumer Protection Act 1987

13.3 If you are a consumer, we supply products for domestic and private use. If you use them for business purposes, we are not liable to you for loss of profit, loss of business, business interruption or loss of business opportunity.

14. Intellectual property

14.1 Everything on our website belongs to us or our licensors, including text, photos, videos, graphics, logos, product designs, installation guides and page layout. It is protected by copyright, trade mark and other intellectual property laws in the UK and elsewhere.

14.2 You may view, download and print our content for your own personal, non-commercial use, for example to plan your installation. You must not otherwise copy, republish, sell or use it, including our product photos and guides, without our written permission.

14.3 The Hexleds UK name and logo are our trade marks. Shopify's name and logo are Shopify's trade marks, and other names and logos on our website belong to their owners.

15. Reviews and feedback

15.1 We welcome reviews, photos and feedback. A review must be your honest opinion of a product you have bought and used. If you received anything in return for a review, such as a discount, you must say so in the review.

15.2 By sending us a review, photo or other feedback, you give us a free, worldwide, non-exclusive and permanent licence to use, reproduce, publish and display it, including in our marketing. We may adjust its formatting or length, but not in a way that changes its meaning. You confirm that you own it, or have permission to share it, and that it does not infringe anyone else's rights.

15.3 We publish genuine reviews whether they are positive or negative. We may remove content that is unlawful, offensive, defamatory, infringes someone's rights, or is not a genuine review.

15.4 We are not obliged to pay for feedback, keep it confidential or respond to it.

16. Prohibited uses

16.1 You must not use our website to:

• break the law or help anyone else to do so
• try to gain unauthorised access to the website, its servers or any connected system
• introduce viruses or other harmful code
• scrape, crawl or copy the website or its content by automated means without our permission
• send spam or unsolicited marketing
• impersonate anyone or give false information
• harass, abuse or threaten our staff or anyone else
• interfere with the website's operation or security

16.2 If you break these rules, we may suspend or close your account and refuse future orders.

17. Third-party tools and links

17.1 Our website may link to, or include tools from, other businesses, such as payment providers, delivery tracking, and review or chat apps. We do not control them and are not responsible for their content or how they handle your information. Their own terms and privacy policies apply.

18. Our relationship with Shopify

In this section, "the Services" means our website and online store and the products we sell through it.

Hexleds UK is powered by Shopify, which enables us to provide the Services to you. However, any sales and purchases you make in our Store are made directly with Hexleds UK. By using the Services, you acknowledge and agree that Shopify is not responsible for any aspect of any sales between you and Hexleds UK, including any injury, damage, or loss resulting from purchased products and services. You hereby expressly release Shopify and its affiliates from all claims, damages, and liabilities arising from or related to your purchases and transactions with Hexleds UK.

This section does not affect your legal rights against us.

19. Privacy

19.1 We use your personal information in line with UK data protection law, including the UK GDPR and the Data Protection Act 2018, as explained in our Privacy Policy.

19.2 Our store is hosted by Shopify, which processes some personal information to run the store for us. Shopify's Privacy Policy explains how.

19.3 We only send you marketing emails if you have agreed to receive them, and you can unsubscribe at any time.

20. Events outside our control

20.1 We are not responsible for delays or failures caused by events outside our reasonable control. Examples include carrier disruption, severe weather, strikes, supplier failures, and power or internet outages.

20.2 If this happens, we will tell you as soon as possible and do what we can to reduce the delay. If there is a risk of a substantial delay, you can contact us to cancel your order and get a refund for any products you have not received.

21. Changes to these terms

21.1 We may update these terms from time to time, for example to reflect changes in the law or in how we run our business. The terms that apply to your order are the ones shown on our website when you placed it.

21.2 The date at the top of this page shows when these terms were last updated.

22. Other important terms

22.1 If a court decides that any part of these terms is unlawful or unenforceable, the rest will stay in force.

22.2 If we do not enforce one of our rights straight away, we can still enforce it later.

22.3 We may transfer our rights and obligations under these terms to another organisation. If we do, we will tell you, and it will not affect your rights. You may only transfer your rights to someone else if we agree in writing.

22.4 These terms are between you and us. No one else has any rights under them, except Shopify under section 18.

22.5 Headings are for convenience only and do not affect the meaning of these terms.

23. Complaints, governing law and courts

23.1 If you have a problem or complaint, please contact us first using the details in section 24. We will respond as quickly as we can and work with you to put things right.

23.2 If we cannot resolve your complaint, you can get free, independent advice from Citizens Advice.

23.3 These terms are governed by the law of England and Wales. If you are a consumer, you can bring legal proceedings in the courts of England and Wales. If you live in Scotland, you can also bring them in Scotland, and if you live in Northern Ireland, you can also bring them in Northern Ireland. If you are a business customer, the courts of England and Wales have exclusive jurisdiction.

24. Contact us

• Email: info@hexleds.co.uk
• Phone: +44 7553 037024 (Monday to Friday, 9am to 5pm)
• Post: Hexleds LTD
  20 Wenlock Road, London, England, N1 7GU
• Company number: 16672847, registered in England and Wales