Terms and Conditions

Website Terms of Use

1. Introduction

These terms and conditions govern your use of our website; by using our website, you accept these terms and conditions in full. If you disagree with any part of these terms and conditions, do not use our website.

2. Intellectual property rights

Unless otherwise stated, we or our licensors own the intellectual property rights in the website and material on the website. Subject to the licence below, all these intellectual property rights are reserved.

3. Licence to use website

You may view, download for caching purposes only, and print pages from the website for your own personal use, subject to the restrictions below.

You must not:

republish material from this website (including republication on another website);
sell, rent or otherwise sub-license material on the website;
reproduce, duplicate, copy or otherwise exploit material on our website for a commercial purpose;
edit or otherwise modify any material on the website; or
redistribute material from this website except for content specifically and expressly made available for redistribution (such as our product catalogue and price list)].

4. Limitations of liability

The information on this website is provided free-of-charge, and you acknowledge that it would be unreasonable to hold us liable in respect of this website and the information on this website.

Whilst we endeavour to ensure that the information on this website is correct, we do not warrant its completeness or accuracy; nor do we commit to ensuring that the website remains available or that the material on the website is kept up-to-date.

To the maximum extent permitted by applicable law we exclude all representations, warranties and conditions (including, without limitation, the conditions implied by law of satisfactory quality, fitness for purpose and the use of reasonable care and skill).

Our liability is limited and excluded to the maximum extent permitted under applicable law. We will not be liable for any direct or indirect loss or damage arising under these terms and conditions or in connection with our website, whether arising in tort, contract, or otherwise. Without limiting the generality of the foregoing exclusion, we will not be liable for any loss of profit, contracts, business, goodwill, data, income, revenue or anticipated savings arising under terms and conditions or in connection with our website, whether direct or indirect, and whether arising in tort, contract, or otherwise.

However, nothing in these terms and conditions shall exclude or limit our liability for fraud, for death or personal injury caused by our negligence, or for any other liability which cannot be excluded or limited under applicable law.

6. Bulletin board / chat room / comments

You must not use our website in any way that causes, or may cause, damage to the website or impairment of the availability or accessibility of the website.

You must not use our website in any way which is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity.

You must not use our website for any purposes related to marketing without our express written consent.

You must not use our website to copy, publish or send mass mailings or spam.

You must not use our website to copy, publish or send material which is illegal or unlawful, or material which could give rise to legal action under English and other applicable law. All material you copy, publish or send via our website must not be defamatory, obscene, indecent, hateful, discriminatory or inflammatory; such material must not infringe any person’s intellectual property rights or rights of confidence, impinge upon any person’s privacy, or constitute incitement to commit a crime[; further, material must not be misleading, deceptive, sexually explicit, threatening, abusive, harassing or menacing.]

We reserve the right to edit or remove any material posted upon our website.

We may take such action as we deem appropriate to deal with the posting of unsuitable material, including suspending or cancelling your account, restricting your access to our website, or commencing legal proceedings against you.

In respect of all material that you post on our website, you grant to us a worldwide, irrevocable, non-exclusive, royalty-free licence to use, reproduce, adapt, publish, translate and distribute such material in any media, together with the right to sub-licence such rights.

7. Variation

We may revise these terms and conditions from time-to-time. Please check this page regularly to ensure you are familiar with the current version.

8. Entire Agreement

These terms and conditions will be governed by and construed in accordance with English law, and any disputes relating to these terms and conditions shall be subject to the exclusive jurisdiction of the courts of England.

9. Law and jurisdiction

10. Registrations and authorisation

Our Company Registration Number is 1362650

Our V.A.T. Registration Number is 227923886

Our Consumer Credit License number is 080693

Our W.R.A.S. Product Approval Certificate Number is 605112

Harvey Softeners is a member of the I.P.H.E. (Institute of Plumbing and Heating Engineers) and the U.K.W.T.A (United Kingdom Water Treatment Association).

11. Refunds and Return from orders placed on shop.harvey.co.uk.

We may change our Refund & Returns policy at any time, so please do not assume that the same terms will apply in the future. You can view more here.

When can I return an item?

Your legal rights in accordance with the Consumer Rights Act 2015 state that you are entitled to a full refund if;

an item is faulty.
an item is not as described.
an item is unfit for it’s described purpose.

Our Refund & Returns Policy:

In addition to these rights, we are happy to refund an order you have placed mistakenly, or where the wrong item has been ordered, up to a period of 14 days after you have received the order.

Please note, we do not offer collections or pre-paid labels for returning items to us. Additionally, we do not refund any delivery charges incurred and all return postage is at cost to yourself.

To be eligible for a return:

Returned items must be unused and have no visible signs of wear or use.
Returned items must have any tags still attached and be returned in original product packaging.
Discounted items are final and cannot be returned or exchanged.

Please include a note containing your order number and reason for return within your return parcel and send your items back to:

Online Shop Returns
Harvey Water Softeners,
Hipley Street,
Old Woking,
Woking,
Surrey,
GU22 9LQ

When will I receive my refund/replacement product?

We will endeavour to process your refund or replacement within 14 days of receiving your return in our warehouse (providing your returned items are eligible for return/refund). All refunds will be processed using the payment method used in the original purchase.

Refunds may take between 3 and 5 working days to appear in your account depending on your payment method or your bank or building society.

What happens if my return is lost or damaged?

If you suspect your return has become lost or damaged, we recommend first contacting the courier service that you used to return your items. We would also recommend sending your return via a tracked service.

Have any questions regarding returning your item?

If you have any questions concerning a return, please contact us via email at salt@harvey.co.uk or call us on +44 (0) 1483 753402.

12. Our Complaints Policy for Regulated Loans and Hire Agreements

Stage 1: Receiving your complaint

Once we’ve received your complaint, we’ll write to you within five days to let you know who’ll be dealing with your complaint and how we’ll handle it. We’ll also send you an authority letter for you to sign which allows us access to information from the lender about your account. If we can’t get access to all of your information then we might not be able to investigate your complaint properly.

If a third party has raised the complaint for you, we’ll ask you to sign an authority letter so that we know you’re happy for us to contact the third party on your behalf. We’ll then liaise with them, wherever possible.

Stage 2: Our investigation

We take all complaints about our credit broking/hire service seriously and we’ll investigate all of them thoroughly. Your complaint will be looked into by a dedicated team of specially trained investigators.

As part of our investigation, we’ll gather information from the lender and the sales person who sold you the loan/hire contract. We may also need to speak to other people who were present at the time.

Stage 3: Contacting you

We’ll usually give you a call after we’ve received your signed authority letter. We’ll do this to understand more about your complaint and get your recollection of what happened. If you can’t remember every detail, that’s OK – just tell us what you can.

Stage 4: Our final response to you

We aim to take no more than eight weeks to get back to you with the results of our investigation. We’ll write to you to tell you what we’ve found and whether we’re going to uphold your complaint or not. If your complaint is upheld, the letter will also let you know how we propose to put things right.

The Financial Ombudsman Service (FOS)

If you’re not happy with our final response or we haven’t got back to you within eight weeks, you may be able to refer your complaint to FOS. The Financial Ombudsman is a free to use service. If you want to contact them, you’ll need to do this within six months of us sending you a final response or after the eight week deadline is up, if you haven’t received a final response. We don’t consent to the waiving of our rights to take eight weeks to investigate your complaint before you contact them.

If you do contact FOS and you don’t agree with their decision, then you retain your rights to go to court; but if you accept their decision, it then becomes binding on both of us.

You can get in contact with them using the following information:

Telephone: 0800 023 4567
E-mail: info@financial-ombudsman.org.uk
Post: The Financial Ombudsman Service Exchange Tower London E14 9SR
Website: financial-ombudsman.org.uk

13. Our contact details

The full name of our company is Harvey Water Softeners Ltd. We are registered in England & Wales under registration number 1362650. Our registered address is Hipley Street, Woking, Surrey, GU22 9LQ.

You can contact us by email at sales@harvey.co.uk