This website is operated by Brook (Leicester) Ltd T/A Brook Hi Vis (Brook Hi Vis, we, us, our), A Private Limited Company registered in England and Wales under company number 08088623 and with its registered office at Unit 11 Queniborough Industrial Estate 1489 Melton Road, Queniborough, Leicestershire, Leicestershire, United Kingdom, LE7 3FP. Our VAT number is GB139149693.
These terms and conditions confirm the legal terms (Terms) on which we will sell the products (Products) listed on our website (our site).
These Terms apply to any contract between us for the sale of Products (Contract). Please read them carefully and make sure that you understand them before you place your order. You should also print a copy of these Terms for your future reference.
Use of Our Site
Your right to access and use our site is subject to these Terms.
How We Use Your Personal Information
How the Contract Is Formed Between 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 stage of the order process.
After you place an order, we will send you an email to confirm that we have received it (Order Acknowledgement). However, this does not mean that your order has been accepted by us.
Unless you cancel your order in accordance with our Cancellations, returns, and refunds policy (see below) or we have contacted you to confirm that we are unable to accept your order, our acceptance of your order will occur automatically on the earlier date we deliver the Products to you or 7 days following the date we send our Order Acknowledgement email. The Contract between us will only be formed at this time.
We reserve the right to reject any order for any reason and no order will be accepted until payment is received in full for all Products and any related delivery charges.
All orders are subject to stock availability. If we are unable to supply any of the Products that you have ordered we will inform you as soon as possible. In the event that an out-of-stock product is part of an order and we cannot contact you, we will send what products we have in stock, refunding the purchase price of any unavailable product where payment has already been made.
How to Pay
You can only pay for Products ordered on our site by debit or credit card. We accept the following payments: Visa, Visa Electron, Mastercard, Maestro, Delta, Discovery, Amex (American Express), Switch, Solo, and PayPal.
Payment for Products (including delivery charges) will be debited from your payment card at the time of placing your order. This does not mean that your order has been accepted and, if for any reason, your order is not accepted or we are unable to supply the Products you have ordered a full refund will be issued.
Price of Products
The prices displayed on our site are largely the same as our in-store prices. However, we may offer different prices for Products purchased from our site to those in store. These prices may be higher or lower than in our stores and our stores are under no obligation to match the prices quoted on this site, likewise this site is under no obligation to match in-store prices.
We take care to ensure that the prices of Products on our site are correct. However, due to a large number of Products on our site, it is possible that, despite our best efforts, some of them may be incorrectly priced. We normally verify Product prices following receipt of an order and if we discover an error in the price of the Products you have ordered we will contact you to give you the option of continuing to purchase the Product 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 unmistakable and could reasonably have been recognised by you as a pricing error, we do not have to provide the Products to you at the incorrect (lower) price even if we have failed to notify you that we do not accept your order within 7 days of our sending our Order Acknowledgement.
The price of all Products includes VAT (where applicable) but does not include delivery charges. Our delivery charges are as quoted on our site from time to time (see Delivery section below).
For full details of our delivery service, delivery locations and charges please refer to our delivery information.
All quoted delivery dates and times are estimates and although we will try our best to meet them we will not be responsible if we are unable to do so. We will let you know if we cannot deliver your products within 14 days of when we receive your payment and will give you the option to either wait for the Products or cancel your order and receive a full refund.
We strongly recommend that you do not book fitters or trades persons until your order has been delivered and checked by you. We cannot be held responsible for any third-party costs or charges which you incur due to the non-delivery of an order, or orders that have not been checked on delivery.
We are not able to process orders or deliver on UK Bank Holidays and Sundays.
All orders will be delivered to a single address. For security reasons your first order using a credit/debit card for the first time when placed online or by phone will need to be delivered to the cardholder’s address. Subsequent orders can then be made to an alternative address.
To minimise inconvenience we will, wherever possible, try to make one single delivery to you. This means that if your order contains a mix of products with different delivery lead times, the longest lead time will apply to the whole order. When you place an order containing a mix of products including ‘Supplier Delivered’ items, one single delivery will not be possible as ‘Supplier Delivered’ products are delivered directly from the supplier.
All deliveries must be received and signed for by a person over the age of 18. If no one is available to take the delivery, we will leave details at the address to rearrange delivery. We may need to make an additional handling charge for redelivery. Should no one be available to take the redelivery we may cancel the order and refund your money, excluding any delivery charges.
Due to insurance guidelines, our delivery personnel are unable to enter private residences. Delivery will be to the kerbside of the delivery address. The recipient of the Products is responsible for any additional lifting once the delivery has been made.
The risk of loss and damage in the Products will pass to you on the date when the Products are delivered or on the date on which we make our first attempt to deliver them to you.
Returns and Refunds
Products Which Are Not Required
You can return any unused product to us in its original condition for a refund within 14 days of delivery to you. This right to return does not apply to bespoke or made-to-measure products. For information regarding how to return a Product please see below.
You can cancel a website order (excluding a Custom Printed Product) and receive a full refund by completing the contact form (Returns/Refunds selected) on our website or emailing firstname.lastname@example.org (including your name, email address, telephone and order number) at any time before the Product had been marked as dispatched or within 14 days starting on day of purchase.
Refunds will be paid to the payment card used to place the order and will be made as soon as possible and no later than, the earlier of 14 days after our receipt of the returned Product or 14 days after our receipt of evidence of the return of the Product to us. We are permitted to reduce your refund to reflect any reduction in the value of the Product which are due to the manner in which you have handled them.
Please note that if you cancel an order after the product has been delivered, you will be responsible for returning the Product to us at your cost and within 14 days of the cancellation of your order. For information regarding the return of Product please see below.
How to Return a Product
If you wish to return a Product after it has been delivered, you will be responsible for returning the Product to us at your cost by any of the following methods:
Free Returns to Store
You can return a product you no longer require to your nearest Brook Hi Vis store with proof of purchase. However, please note that we are unable to accept returns for a Custom Printed Product unless we have made an internal printing error.
Returns via Royal Mail
You can return a product you no longer require via your local Post Office. Please be aware that you will be responsible for returning the Product to us at your cost and within 14 days of the cancellation of your order.
Returns via courier
To arrange for a Product to be collected please email email@example.com or telephone us on 0116 2600 109 with details of the Product to be returned. We will arrange for the collection of the Product by our nominated carrier. Please note that there will be a minimum charge payable by you of £22.00 for this service, which may arise depending on your location and product type. All refunds for a returned Product will be processed within 14 days and will be made to the account used to purchase the Product.
In the unlikely event that a delivered product is faulty or damaged, we will exchange it or provide you with a refund, as long as we are notified of the Product’s fault within 14 days of it being delivered to you.
You can choose to return faulty or defective Products to your local Brook Hi Vis store with proof of purchase. However, please note that Brook Hi Vis stores are unable to accept returns for a Custom Printed Product purchased online.
Alternatively, you can arrange for the faulty or defective Product to be collected by emailing firstname.lastname@example.org or by telephoning us on 0116 2600 109 with your order number and details of the Product to be returned. We will collect it at no expense to you and either provide a replacement or process a refund.
We provide guarantees on many of our Products. These can be identified by the guarantee logo on the Product description page. If you are a consumer, a guarantee is in addition to your legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
Except for the remedies set out in our returns and refunds section (see above), if any Product which we supply is proven to be damaged or defective we will either repair or replace the Product or offer a refund less a fair amount on account of your use of the Product.
Where we are unable to perform our obligations under the Contract due to matters outside of our control or if we supply a product that is damaged or defective we will not in any circumstances accept liability for any claim to recover loss of profits or any special or indirect loss, damage or expense. Nothing in these conditions excludes or limits in any way our liability for:
a) death or personal injury caused by our negligence;
b) fraud or fraudulent misrepresentation; or
c) any matter for which it would be illegal for us to exclude or attempt to exclude our liability.
As a consumer customer, you may have additional legal rights in relation to Products that are faulty or not as described and nothing in these Terms affects these rights. Further advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.