Website & Online Shop — Terms and Conditions

Effective date: June 2025 · Last updated: June 2025

These terms apply to all orders placed through our website shop (southernsoftflow.co.uk). They do not affect your statutory rights. If you are arranging an installation or service visit, our separate Installation Terms & Conditions also apply.

1. Who We Are

Southern Softflow Ltd (“we”, “us”, “our”) is registered in England and Wales.

Registered address: Unit 7, Oak Field Road Axis 31, Woolsbridge, Three-Legged Cross, Wimborne BH21 6FE
Email: info@southernsoftflow.co.uk
Telephone: 01202 828 241

These Terms govern your use of our website and any purchase made through it. By placing an order, you agree to be bound by them.

2. Placing an Order

When you place an order through our website:

• Your order is an offer to purchase. We will send you an order acknowledgement by email.
• We reserve the right to decline any order, for example if a product is out of stock or if there has been a pricing error. We will notify you promptly and provide a full refund of any payment taken.
• You must be at least 18 years old and resident in the United Kingdom to purchase from us.

Please check your order carefully before submitting. Contact us immediately at info@southernsoftflow.co.uk or 01202 828 241 if you need to amend it.

3. Prices and Payment

All prices are shown in pounds sterling (£) and are inclusive of VAT at the current rate. Delivery charges are captured in the price shown for delivery.

We take reasonable care to ensure prices on our website are accurate. If we discover an error in the price of your order, we will inform you and give you the option to proceed at the correct price or cancel for a full refund.

We accept payment by debit card, credit card and BACS. Payment is taken at the time of order. All card transactions are processed securely; we do not store your card details.

4. Delivery

We deliver to addresses within our service area (Dorset, parts of Hampshire and Wiltshire). If you are unsure whether we deliver to you, please contact us before ordering.

Estimated delivery times are shown at checkout. Our standard target is 10–14 working days. These are estimates and not guaranteed delivery dates; we will not be liable for delays caused by circumstances outside our reasonable control (including carrier delays, adverse weather or supply disruption).

It is your responsibility to ensure that:

• The delivery address and contact details you provide are accurate and complete.
• Someone is available to receive the delivery, or that a safe place has been agreed with us in advance.

If a delivery fails due to incorrect information or failure to be available, we reserve the right to charge any reasonable redelivery costs.

Risk in the goods passes to you on delivery. Title passes once we have received payment in full.

5. Your Right to Cancel and Return (Consumers)

If you are a consumer (buying for personal, not business, use) you have the right to cancel most orders within 14 days without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Cancellation Period

You may cancel from the moment you place your order up to 14 days after the day you (or someone you nominate) receives the goods. To cancel, contact us at info@southernsoftflow.co.uk or 01202 828 241 and clearly state your wish to cancel and your order number.

Returning Goods

After cancelling, you must return the goods to us within 14 days. You are responsible for the cost of return unless the goods are faulty or incorrectly supplied. Please ensure goods are packaged securely and in the same condition as received, with original packaging where possible.

Refunds

Once we have received and inspected the returned goods, we will refund the full purchase price (including standard delivery costs paid on the original order) within 14 days, using the same payment method as your original order. We may make a deduction from the refund for any diminishment in value resulting from handling beyond what is necessary to check the goods.

Exceptions

The right to cancel does not apply to:

• Goods that have been personalised or made to your specification.
• Sealed goods which have been unsealed after delivery and which are not suitable for return for hygiene or health-protection reasons.
• Any goods that have been mixed inseparably with other items after delivery.

6. Faulty or Incorrectly Supplied Goods

Your statutory rights under the Consumer Rights Act 2015 are not affected by anything in these Terms. If goods are faulty, not as described, or not fit for purpose:

• You may be entitled to a repair, replacement or refund.
• If the fault is reported within 30 days of delivery, you are entitled to a full refund.
• After 30 days (but within six months), we will first attempt a repair or replacement; if this fails you may obtain a full or partial refund.

Please contact us at info@southernsoftflow.co.uk or 01202 828 241 as soon as you notice a problem, and retain all packaging.

7. Product Information and Compatibility

We aim to ensure all product descriptions, specifications and images on our website are accurate. However, minor variations in colour, size or specification may occur. Images are for illustrative purposes only.

It is your responsibility to check that any product you order is compatible with your existing equipment and installation before purchasing. If you are unsure, please contact us before ordering — we are happy to advise.

8. Our Liability

We do not exclude or limit our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any liability that cannot be limited by law.

Subject to the above, our total liability to you in connection with any order shall not exceed the total price paid for the goods in that order.

We are not responsible for any loss or damage that is not foreseeable, or for any business losses (including loss of profit, revenue or data) if you are using our products for commercial purposes.

9. Your Personal Data

We process your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We use your data to process and fulfil your order, handle returns and queries, and (with your consent) to send you marketing communications.

You may opt out of marketing communications at any time by emailing info@southernsoftflow.co.uk or calling 01202 828 241.

For full details of how we collect, use, store and protect your personal data, please read our Privacy Policy.

10. Governing Law and Disputes

These Terms are governed by the law of England and Wales. Any dispute arising out of or in connection with them shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If you have a complaint, please contact us in the first instance at info@southernsoftflow.co.uk or 01202 828 241 and we will do our best to resolve it promptly. You may also be able to use the Online Dispute Resolution platform if you are an EU/UK consumer, or seek assistance from Citizens Advice.

11. Changes to These Terms

We may update these Terms from time to time. The version published on our website at the time you place your order will apply to that order. We will post the effective date at the top of this page whenever we make a change.

Southern Softflow Ltd · info@southernsoftflow.co.uk · 01202 828 241
Unit 7, Oak Field Road Axis 31, Woolsbridge, Three Legged Cross, Wimborne BH21 6FE