General terms and conditions for the purchase of goods in the Villeroy & Boch online store

1. Scope

The following terms and conditions apply to all offers, orders and deliveries of all products within the Villeroy & Boch online store, unless individual terms and conditions have been explicitly accepted in writing by Villeroy & Boch. By placing your order, you accept these terms and conditions.

2. Order and Delivery

In the case of an order, the contract will be concluded between you and Villeroy & Boch (UK) Limited ("Villeroy & Boch"), which is registered in England & Wales (company number 339567). Our registered office is:

Villeroy & Boch (UK) Limited
Chelsea Design Centre
Chelsea Design Centre East Units 306-308
Chelsea Harbour

Advertisements and promotions are not to be considered as binding offers. A binding order will be placed by you clicking on the “Order and pay now” button at checkout. Until this point, all goods and specifications can be changed in the shopping basket.

The entry of your order will be confirmed by an automatically generated e-mail. This automated message shall not be considered as delivery or order confirmation. A contract of purchase is only concluded with explicit acceptance or with delivery of the goods by Villeroy & Boch. Your order details and our terms and conditions will be sent to you by e-mail.

If you are a consumer (meaning a natural person acting for purposes which are wholly or mainly outside your trade, business, craft or profession) ("Consumer") unless otherwise agreed, or the goods are bespoke in nature, they shall be delivered within 30 days of the contract being formed. Whether or not you are a Consumer, dates of delivery are not binding unless otherwise specifically agreed by Villeroy & Boch in writing. Compensation for delayed delivery is excluded, insofar as there is no intentional or grossly negligent fault on the part of Villeroy & Boch.

3. Cancellation

If you are a Consumer you are entitled cancel your order under certain circumstances as follows.

Right to cancel

Where you are a consumer you have the right to cancel this contract within 30 days without giving any reason. The cancellation period will expire after 30 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good, lot or piece of your order.

To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). Please see our contact details below. You may also use the attached model cancellation form, but it is not obligatory. If you use this option, we will communicate to you an acknowledgement of receipt of such a cancellation on a durable medium (e.g. by e-mail) without delay.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Contact details

Villeroy & Boch (UK) Limited
Chelsea Design Centre
Chelsea Design Centre East Units 306-308
Chelsea Harbour

E-mail: [email protected]

You can also contact our customer services team by phone free of charge on 00800 6864 8110

Effects of cancellation

If you cancel this contract, we will, subject as follows, reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We will make the reimbursement without undue delay, and not later than—

(a) 14 days from the day you return any goods supplied if dispatched before cancellation, [or provide evidence that you have returned them], or

(b) if there were no goods supplied, 14 days from the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you and we have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back.

If the goods were dispatched, you shall send back the goods or hand them over to us without undue delay and in any event not later than 30 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 30 days has expired. To return items free of charge, please apply the free returns label enclosed within your delivery parcel and drop your return off in your nearest DPD shop. Once your return is received and processed, a credit to the original method of payment will be applied.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Your right to cancel an order does not exist or may be lost:

  • if the goods are bespoke or otherwise manufactured on the basis of an individual selection or customer requirements, or
  • if the product is sold by the metre or
  • if the goods are, due to their nature, inseparably mixed with other goods or are not suitable for return due to other reasons, or
  • if the goods are perishable or the expiry date has exceeded, or
  • if the goods are sealed goods which are not suitable for return due to reasons of health protection or hygiene and the sealing has been removed after delivery.
  • If you handle the good(s) beyond what is necessary to establish the nature, characteristics or functioning of the good(s).

4. Warranty and liability

We try to provide product information that is as exact and detailed as possible. Differences between product pictures and delivered products are possible. After a change in the product range, variations in appearance and equipment may occur. These changes are not to be considered material if the changes are reasonable for the customer. This does not affect your statutory rights including your right to cancel your order.

The period of limitation for warranty claims in relation to the goods is 2 years beginning from the date of delivery of the goods. Villeroy & Boch will not be responsible for:

losses that were not caused by any breach or failure on our part;

  • any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure) whether direct or indirect howsoever caused whether a result of contract, tort (including negligence) or otherwise; or
  • any indirect or consequential losses that were not foreseeable to both you and us when the contract for the sale of products by us to you was formed howsoever caused whether a result of contract, tort (including negligence) or otherwise.

[Possible seller guarantees provided by us for certain items exclude claims in relation to defects of title or material. The detailed ranges of those warranties may differ between products and will be enclosed with the items if necessary.

Nothing in these terms and conditions limits or excludes our responsibility for fraudulent representations made by us or for death or personal injury caused by our negligence.

5. Payment / Delivery

The price at the original date of your order is the final price you have to pay, including any delivery costs and VAT. The terms of delivery can be viewed here. Payment for the ordered goods shall be made according to the payment method selected on your order.

We offer the following methods of payment: Credit/Debit card (MasterCard, Visa, American Express) and PayPal. Villeroy & Boch reserves the right to verify the validity of the buyer in the order process. The applicable payment methods can be seen on the order form.

Dispatch will be made by DPD, or such other delivery service as Villeroy & Boch may choose from time to time, at the risk of Villeroy & Boch.

Delivery will only be made to addresses within the United Kingdom. We do not deliver to non main land addresses.

6. Reservation of proprietary rights

Until receipt of the entire order, goods shall remain the property of Villeroy & Boch.

7. Applicable law

Your use of this website and any purchases made from it will be governed by the laws of England and Wales.

8. Data protection

All personal data will be treated confidentially and in accordance with the Data Protection Act 1998. More information can be obtained from our data privacy statement here.

9. Complaints

All complaints should be addressed to:

Villeroy & Boch (UK) Limited
Chelsea Design Centre
Chelsea Design Centre East Units 306-308
Chelsea Harbour

E-mail: [email protected]

You can also contact our customer services team by phone on 00800 6864 8110

Here you can find the Cancellation form


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