Terms of service

Where to find information about us and our products

You can find everything you need to know about us, Truvox International Limited trading as Simplicity Vacuums, and our products on our website, in our catalogue or from our sales staff before you order. We also confirm the key information to you in writing before or after you order, either by email, in your online account or on paper.

When you buy from us you are agreeing that:

• We only accept orders when we've checked them (see clause 1).
• Sometimes we reject orders (see clause 2).
• We charge you when you check-out (see clause 3).
• We charge interest on late payments (see clause 4).
• We pass on some increases in VAT (see clause 5).
• We're not responsible for delays outside our control (see clause 6).
• Products can vary slightly from their pictures (see clause 7).

• We charge you if you don't give us information we need (see clause 8).

• If you bought online, by mail order, over the telephone, you have a legal right to change your mind (see clause 9).
• You have rights if there is something wrong with your product (see clause 10).
• We can change products and these terms (see clause 11).
• We can suspend supply (and you have rights if we do) (see clause 12).
• We can end our contract with you (see clause 13).
• We don't compensate you for all losses caused by us or our products (see clause 14).
• We use your personal data as set out in our Privacy Notice (see clause 15).
• You have several options for resolving disputes with us (see clause 16).
• Other important terms apply to our contract (see clause 17).

 

1. We only accept orders when we've checked them

We contact you to confirm we've received your order and then we contact you again to confirm dispatch of your order normally within a 48-hour period.  We accept your order when we dispatch the product to you.

If you are aged under 18, you will need to get your parent/guardian’s consent before ordering.

2. Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because a credit reference we have obtained is unsatisfactory, because you are located outside our delivery areas, as stated on our website and in our marketing or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

3. We charge you when you check-out

We charge you at the point in the order process where you check-out.

4. We charge interest on late payments

If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.

5. We pass on some increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

6. We're not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, such as flood, drought, earthquake or other natural disaster, epidemic or pandemic, terrorist, attack, civil commotion or riots or war, fire, explosion or accident, labour disputes or strikes, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: support@simplicityvac.co.uk or 02380 702200 to end the contract and receive a refund for any products you have paid for, but not received, less reasonable costs we have already incurred.

7. Products can vary slightly from their pictures

A product's true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.

8. We charge you if you don't give us information we need

We charge you additional sums if you don't give us information we've asked for about how we can access your property for delivery. For example, we might need to re-deliver on another vehicle or with extra manpower. 

9. If you bought online, by mail order, over the telephone, you have a legal right to change your mind

Your legal right to change your mind.  For most of our products bought online, by mail order or over the telephone, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

Our 30 day return policy. In addition, we, Truvox International Limited, offer our UK customers a 30 day return policy for most products purchased online, which is more generous than your legal rights which give you 14 days to change your mind, online, telephone, mail order sales only. This 30 day return policy does not affect your legal rights if there is something wrong with your product.

When you can't change your mind. You can't change your mind about an order for:

• products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
• goods that are made to your specifications or are clearly personalised; and
• goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 30 days after the day we deliver it. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team: support@simplicityvac.co.uk or 02380 702200.

You have to return the product at your own cost. You have to return your product to us within 14 days of your telling us you have changed your mind. Returns are at your own cost.

Please see our returns page for details of how you can return product to us.

We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. For more information on whether we are likely to reduce our refund and for contact details for our customer service team please see our returns page.

When and how we refund you. If you tell us you've changed your mind about a product that hasn't been delivered or one that we're collecting from you, we refund you as soon as possible and within 14 days. If you're sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

10. You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact our Customer Service Team: support@simplicityvac.co.uk or 02380 702200. We will provide your products in conformance with the contract.

11. We can change products and these terms

Changes we can always make.
We can always change a product:

• to reflect changes in relevant laws and regulatory requirements;
• to make minor technical adjustments and improvement.

12. We can suspend supply (and you have rights if we do)

We can suspend the supply of a product.
We do this to:

• deal with technical problems or make minor technical changes;
• update the product to reflect changes in relevant laws and regulatory requirements; or
• make changes to the product.
  
  

We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend supply, or tell you we're going to suspend supply, for more than 7 day period, you can contact our Customer Service Team: support@simplicityvac.co.uk or 02380 702200 to end the contract and we'll refund any sums you've paid in advance for products you won't receive.

13. We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us if:

• you don't make any payment to us when it's due and you still don't make payment within 14 days of our reminding you that payment is due;
• you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example: details of the delivery address.
• you don't, within a reasonable time, either allow us to deliver the product to you.

14. We don't compensate you for all losses caused by us or our products

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section. We're not responsible for delays outside our control. 
• Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
• A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

Our liability for any loss you suffer in connection with your trade, business, craft or profession is limited, as described in our companies terms and conditions.

15. We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice.

16. You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team: support@simplicityvac.co.uk or 02380 702200 will do their best to resolve any problems you have with us or our products.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

17. Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.

You can only transfer your contract with us to someone else if we agree to this. We can require the new owner to prove you transferred the product to them, for example by providing a copy of the original receipt of purchase.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.