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Terms & Conditions

This page tells you information about us and the legal terms and conditions (Terms) on which we sell any of the products (Products) listed on our website (our site) to you.

These Terms will apply to any contract between us for the sale of Products to you (Contract). Please read these Terms carefully and make sure that you understand them, before ordering any Products from our site.  Please note that before placing an order you will be asked to agree to these Terms. If you refuse to accept these Terms, you will not be able to order any Products from our site.

You should print a copy of these Terms or save them to your computer for future reference.

We amend these Terms from time to time as set out in clause 7. Every time you wish to order Products, please check the current Terms on our website to ensure you understand the terms which will apply at that time.

These Terms, and any Contract between us, are only in the English language.

1. INFORMATION ABOUT US

1.1 We operate the website www.hilden.co.uk. We are Vision Support Services Limited, a company registered in England and Wales under company number 06603416 and with our registered office at Darwen House (2nd Floor) Walker Industrial Estate, Walker Road, Guide, Blackburn, Lancashire BB1 2QE. Our VAT number is 876 322 604. We trade under a number of brands including "Hilden", "Liddell", "Vision Assurance", "Whitaker Services".

1.2 Contacting us:

(a) To cancel a Contract please refer to clause 12.
(b) If you wish to contact us for any other reason, including because you have any complaints, you can contact us by telephoning our customer service team at 01254 589 553 or by e-mailing us at sales@hilden.co.uk or info@hilden.co.uk.
(c) If we have to contact you or give you notice in writing, we will do so by telephone or by e-mail  on the details provided at the point of purchase.
(d) If you wish to give us formal notice of any matter in accordance with these Terms, please see clause 16.

2. OUR PRODUCTS

2.1 The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflect the colour of the Products. Your Products may vary slightly from those images.

2.2 All Products will be packed and delivered as wholesale Products in simple plastic pockets. Please note goods sold by us come direct from manufacturers and mills. They may contain some residue of the manufacturing process and will require an initial wash.

3. HOW WE USE YOUR PERSONAL INFORMATION

We only use your personal information in accordance with our Privacy Policy. Please take the time to read our Privacy Policy by clicking here, as it includes important terms which apply to you.

4. IF YOU ARE A CONSUMER

This clause 4 only applies if you are a consumer.

If you are a consumer, you may only purchase Products from our site if you are at least 16 years old.

5. IF YOU ARE A BUSINESS CUSTOMER

This clause 5 only applies if you are a business.

5.1 If you are not a consumer, you confirm that you have authority to bind any business on whose behalf you use our site to purchase Products.

5.2 These Terms and any document expressly referred to in them constitute the entire agreement between you and us and supersede and extinguish all previous agreements, promises, assurances, warranties, representations and understandings between us, whether written or oral, relating to its subject matter.

5.3 You acknowledge that in entering into this Contract you do not rely on any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in these Terms or any document expressly referred to in them. You and we agree that neither of us shall have any claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this Contract.

6. HOW THE CONTRACT IS FORMED BETWEEN YOU AND US

6.1 Our shopping pages will guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.

6.2 After you place an order, you will receive an e-mail confirmation of your order (Order Confirmation).  The Contract between us will only be formed when you receive that Order Confirmation.  

6.3 If we are unable to supply you with Products, for example because those Products are not in stock or are no longer available or because of an error in the price on our site as referred to in clause 9.5  we will inform you of this by telephone or e-mail  on the details provided at the point of purchase. If this results in the order being cancelled then we will refund you the full amount including any delivery costs charged as soon as possible.

7. OUR RIGHT TO VARY THESE TERMS

7.1 We amend these Terms from time to time. Please check our website for the current version.

7.2 Every time you order Products from us, the Terms in force at the time of your order will apply to the Contract between you and us.

7.3 We may revise these Terms as they apply to your order from time to time to reflect changes in relevant laws and regulatory requirements and other circumstances which may arise from time to time.

7.4 If we have to revise these Terms as they apply to your order, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the Contract if you are not happy with the changes. You may cancel either in respect of all the affected Products or just the Products you have yet to receive. If you opt to cancel, you will have to return (at our cost) any relevant Products you have already received and we will arrange a full refund of the price you have paid, including any delivery charges.

8. HOW TO PAY

8.1 We accept the following methods of payment: Visa, Visa Debit, Visa Electron, Mastercard, Maestro, Solo and PayPal.
8.2  Payment will be taken for the Products and all applicable delivery charges at the point of purchase.

9. PRICE OF PRODUCTS AND DELIVERY CHARGES

9.1 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. However please see clause 9.5  for what happens if we discover an error in the price of Products you ordered.

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

9.3 The price of Products 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.

9.4 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.

9.5 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. If we discover an error in the price of the Products you have ordered we will contact you to inform you of this error and we will give you the option of continuing to purchase the Products 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. Please note that if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the Products to you at the incorrect (lower) price.

10. DELIVERY

10.1 Delivery times for our Products will depend upon a number of factors such as manufacturing time and availability. Full details of delivery times for individual Products will be available on our website. After we have sent the Order Confirmation, you will be contacted by a courier who will deliver the Product. Occasionally our delivery to you may be affected by an Event Outside Our Control. See clause 15 for our responsibilities when this happens.

10.2 If no one is available at your address to take delivery, our courier will leave you a note detailing how to rearrange delivery.

10.3 Delivery of an Order shall be completed when we deliver the Products to the address you gave us and the Products will be your responsibility from that time.

10.4 You own the Products once we have received payment in full, including all applicable delivery charges.

10.5 If we do not deliver your Products within 30 days of the Order Confirmation  then you may cancel your Order straight away if any of the following apply:

(a) we have refused to deliver the Products;
(b) delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
(c) you told us before we accepted your order that delivery within the delivery deadline was essential.

10.6 If you do not wish to cancel your order straight away, or do not have the right to do so under clause 10.5, you can give us a new deadline for delivery, which must be reasonable, and you can cancel your Order if we do not meet the new deadline.

10.7 If you do choose to cancel your Order for late delivery under clause 10.5 or clause 10.6 you can do so for just some of the Products or all of them, unless splitting them up would significantly reduce their value. If the Products have been delivered to you, you will have to allow us to collect them and we will pay the costs of this. After you cancel your Order we will refund any sums you have paid to us for the cancelled Products and their delivery.

11. INTERNATIONAL DELIVERY

11.1 We deliver to the countries listed on our website at any given time (International Delivery Destinations).  However there are restrictions on some Products for certain International Delivery Destinations, so please review the information on our website carefully before ordering Products.

11.2 If you order Products from our site for delivery to one of the International Delivery Destinations, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination.  Please note that we have no control over these charges and we cannot predict their amount. 

11.3 You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.

11.4 You must comply with all applicable laws and regulations of the country for which the Products are destined.  We will not be liable or responsible if you break any such law.

12. YOUR  RIGHT OF RETURN AND REFUND

This provisions of clause 12 apply to both consumers and business save for where expressly indicated to the contrary.

12.1 If you are a consumer, you have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below in clause 12.2. 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 the Products, you can notify us of your decision to cancel the Contract as set out below in clause 12.3 and receive a refund. Advice about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office.

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

 

Your Contract End of the cancellation period

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

The end date is the end of 14 days after the day on which you receive the Product.

Example: if we provide you with an Order Confirmation on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.

Your Contract is for either of the following:

  • one Product which is delivered in instalments on separate days.
  • multiple Products which are delivered on separate days.

The end date is 14 days after the day on which you receive the last instalment of the Product or the last of the separate Products ordered.

Example:  if we provide you with an Order Confirmation on 1 January and you receive the first instalment of your Product or the first of your separate Products on 10 January and the last instalment or last separate Product on 15 January you may cancel in respect of all instalments and any or all of the separate Products at any time between 1 January and the end of the day on 29 January.

Your Contract is for the regular delivery of a Product over a set period.

The end date is 14 days after the day on which you receive the first delivery of the Products.

Example: if we provide you with an Order Confirmation on 1 January in respect of Products to be delivered at regular intervals over a year and you receive the first delivery of your Product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. 24 January is the last day of the cancellation period in respect of all Products to arrive during the year.



12.3 To cancel a contract you must contact our Customer Services team by telephoning them on 01254 589 553 or by e-mailing them at sales@hilden.co.uk or info@hilden.co.uk to inform them that you wish to cancel the Contract and arrange a collection of the Products. Please make sure that you quote your order number. The Customer Services Team will email you a Goods Returns Note to be attached to the Products. The Products will be collected by a courier from the address to which it was delivered. 

12.4 Unless the Product is faulty or not as described (in this case, see clause 12.11), you will be responsible for the cost of the collection but it will not exceed the sums we charged you for delivery. 

12.5 If you fail to make the pre-arranged collection time then you will still be charged for the collection. You will then need to contact the Customer Services Team to arrange another collection by a courier. You will be charged for each collection, whether it was failed or successful.

12.6 If you cancel your Contract we will refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.

12.7 If you are a consumer and you cancel your Contract we will refund any delivery costs you have paid.

12.8 If you are a business and you cancel your Contract we will not refund any delivery costs you have paid.

12.9 We will make any refunds due to you as soon as possible and in any event within 14 days after the day on which we receive the Products back from you. Any applicable charges for the collection of the Products will be deducted from the monies refunded. For information about how to return Products to us, see clause 12.3;

12.10 In the event that you have not received the Products we will make a refund as soon as possible and in any event 14 days after you inform us of your decision to cancel the Contract.

12.11 If you have returned the Products to us under this clause 12 because they are faulty or mis-described, we will refund the price of the Products in full, together with any applicable delivery charges.

12.12 We will refund you on the payment method used at the point of purchase.

12.13 If you are a consumer we are under a legal duty to supply Products that are in conformity with this Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause 12 or anything else in these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

12.14 If you are a business please note that clause 12 does not apply to Products from our clearance stock which you will not be able to return to us. Our website will state which Products this clause 12.14 applies to.

13. OUR LIABILITY IF YOU ARE A BUSINESS

This clause 13 only applies if you are a business customer.

13.1 We only supply the Products for internal use by your business, and you agree not to use the Products for any resale purposes.

13.2 Nothing in these Terms limits or excludes our liability for:

(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation;
(c) breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); or
(d) defective products under the Consumer Protection Act 1987.

13.3 Subject to clause 13.2, we will under no circumstances whatever be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with the Contract for:

(a) any loss of profits, sales, business, or revenue;
(b)  loss or corruption of data, information or software;
(c) loss of business opportunity;
(d) loss of anticipated savings;
(e) loss of goodwill; or
(f) any indirect or consequential loss.

13.4 Subject to clause 13.2, our total liability to you in respect of all losses arising under or in connection with the Contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the price paid for the Products. Except as expressly stated in these Terms, we do not give any representation, warranties or undertakings in relation to the Products. Any representation, condition or warranty which might be implied or incorporated into these Terms by statute, common law or otherwise is excluded to the fullest extent permitted by law. In particular, we will not be responsible for ensuring that the Products are suitable for your purposes.

14. OUR LIABILITY IF YOU ARE A CONSUMER

This clause 14 only applies if you are a consumer.

14.1 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 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.

14.2 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.

14.3 We do not in any way exclude or limit our liability for:

(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation;
(c) any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession);
(d) 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
(e) defective products under the Consumer Protection Act 1987.

15. EVENTS OUTSIDE OUR CONTROL

15.1 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 Our Control. An Event Outside Our Control is defined below in clause 15.2. 

15.2 An Event Outside 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 terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, 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.

15.3 If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:

(a) we will contact you as soon as reasonably possible to notify you; and
(b) 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 Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.

15.4 You may cancel a Contract affected by an Event Outside 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.

16. COMMUNICATIONS BETWEEN US

16.1 When we refer, in these Terms, to "in writing", this will include e-mail.

16.2 If you are a consumer you may contact us as described in clause 1.2.

16.3 If you are a business:

(a) Any notice or other communication given by you to us, or by us to you, under or in connection with the Contract shall be in writing and shall be delivered personally, sent by pre-paid first class post or other next working day delivery service or e-mail.
(b) A notice or other communication shall be deemed to have been received: if delivered personally, when left at our registered office; if sent by pre-paid first class post or other next working day delivery service, at 9.00 am on the second Business Day after posting or if sent by e-mail, one Business Day after transmission.
(c) In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an e-mail, that such e-mail was sent to the specified e-mail address of the addressee.
(d) The provisions of this clause shall not apply to the service of any proceedings or other documents in any legal action.

17. OTHER IMPORTANT TERMS

17.1 We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under these Terms. We will always notify you in writing or by posting on this webpage if this happens.

17.2 You may only transfer your rights or your obligations under these Terms to another person if we agree in writing.

17.3 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.

17.4 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

17.5 If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

17.6 If you are a consumer, please note that these Terms are governed by English law. This means a Contract for the purchase of Products through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

17.7 If you are a business, a Contract and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.

17.8 If you are a business, we both irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with a Contract or its subject matter or formation (including non-contractual disputes or claims).

18. WEBSITE USAGE 

Vision Support Services is the sole owner of all content on the Vision website and its associated websites, including, without limitation, all applicable copyrights, patents, trade names, logos, and all other intellectual property rights thereto, as well as text, images, graphics, logos, audio, video and other material appearing on the Vision website and its associated websites; Hilden, Liddell and Whitakers.

 This material and all intellectual property which appears on our websites is protected by copyright laws and other intellectual property laws of the United Kingdom.

 If you wish to use this material; images, content or comment, you must credit the image and/or comments and/or content to its author.

 You may download and print extracts from our website, provided you maintain and abide by author attribution in any material that you use. In order to use an image and/or comment and/or content from any of Vision Support Services’ website(s), in whole or part, you must give appropriate citation to us, the owner and author of the material. 

How Do I Credit You?

For websites:

Please copy the following code on to your website in order to attribute us, Vision Support Services, as the author. 

<a href="http://www.visionsupportservices.com/"> Vision Support Services designed by Vision Support Services</a>

For print:

Please print the following text on the final work to give a proper and accurate citation. For instance, this can be printed in the acknowledgements chapter of a book, in the footer of an infographic or as a source in a feature. 

‘Source: Vision Support Services’

You are free to use images/content/comments supplied by us or taken from any of the Vision Support Websites, as long as an accurate attribution is provided, for the following:

  • For both personal and commercial projects
  • In a website or presentation template, application or as part of your design

You may not:

  • Modify or amend any part of an image/content/comment without prior consent
  • Sublicense, sell or rent any of Vision Support Services material and/or website content (or a modified version of Vision Support Services and/or website content)
  • Distribute Vision Support Services and/or website content unless it has been expressly authorised by Vision Support Services, the author and owner of material
  • Include Vision Support Services material and/or website contents in an online or offline database or file
  • Offer Vision Support Services material and/or website design (or Vision Support Services modified content) for download
  • To use any Vision Support Services images and/or website images as the only or main theme within your design
  • Acquire the copyright of Vision Support Services and/or website content

If in doubt or for all other inquiries regarding reproduction or use of materials, please contact sales@visionsupportservices.com.