1. About These Terms
These terms and conditions represent an agreement between you and Quantum Zero Ltd, a company registered in England and Wales (number 16337678). By placing an order, you agree to these terms. If other published information contradicts these terms, these terms take precedence.
2. Ordering and Acceptance
When you place an order, you're making an offer to purchase goods or services. We accept your offer upon dispatch of physical items, or upon commencement of a service. Multiple items in one order are treated as separate offers accepted individually upon dispatch. Orders can be cancelled before dispatch or, in rare circumstances, after, such as refused delivery or detected fraud.
3. Payment
You agree to pay the displayed price at order time. Payment is due before we dispatch your goods or commence a service. All transactions and refunds are in pounds sterling (GBP). We bear no responsibility for currency exchange rates or associated fees.
4. Pricing and Availability
Website prices can change at any time; your order price is determined by the rate on your purchase date. All prices on our website are in GBP and include VAT unless stated otherwise. Stock information is provided in good faith but cannot be guaranteed as accurate when orders are placed.
5. Dispatch and Delivery
Dispatch Delays: Delivery may be postponed if payment has not cleared, security checks are needed, or credit applications are incomplete. Public holidays result in no dispatch or delivery. Orders may be combined or split at our discretion.
Service Types:
- Standard delivery times carry no guarantees.
- Expedited courier delivery entitles you to a refund of the delivery charge if the promised date is missed.
Large Item Delivery:
- Kerbside delivery is standard; drivers may bring items inside if safe access exists.
- Arranged delivery requires advance notice of stairs or parking restrictions.
- Home delivery covers ground floor placement only; installation requires written agreement.
If delivery fails due to incorrect customer information, re-delivery costs become the customer's responsibility.
6. Problems with Delivery or Items
Damaged or Missing Items: Please inspect all items upon receipt. Report issues immediately or inform us promptly. Claims made after a reasonable period will not be accepted. If a dispatched item does not arrive, you must notify us within 30 days of the expected delivery date.
Defective Items: Report defects promptly. If an item you return as defective is found to be working or was damaged by you, a £49 fee will be charged for diagnostics and shipping.
Return Costs: Pre-paid labels or collection can be arranged. We will only cover the cheapest available shipping option with appropriate insurance. Packaging costs and premium services are not covered.
Insurance: Both parties agree to provide necessary information for transit damage claims. Suitable replacements of equal or greater value may be offered if original items cannot be recovered.
7. Unwanted Goods
30-Day Returns: Unopened, unused, undamaged items (including packaging) may be returned within 30 days for a full refund, excluding made-to-order or personalised goods.
Statutory Cancellation Right: Consumers purchasing goods online have a statutory right to cancel their order within 14 days of receiving the goods by providing clear written notice. Sealed hygiene items cannot be returned once opened.
Refund Processing: Full payment refunds including original delivery costs (excluding optional extras) are issued within 14 days of our receiving the goods or proof of return. We may deduct from your refund if the goods have lost value due to unnecessary handling by you.
Return Responsibility: You are responsible for the direct cost and all arrangements for returning the goods. Bundled, finance-plan, or cancelled orders require returning all items, including any free ones, or we will deduct their value from your refund.
7A. Services and Digital Content
This section applies when you purchase a service or digital content from us, for example remote diagnostic or optimisation services such as the ARC Genesis Guru Service.
Right to Cancel Services: You have the right to cancel a service contract within 14 days of placing your order (the "cooling-off period") without giving a reason, by providing us with clear written notice. To cancel, contact us by email at the address on our website.
Requesting Immediate Commencement: If you ask us to begin providing a service before the 14-day cooling-off period has expired, for example by submitting files or materials required for us to start work, you acknowledge that:
- If the service is fully performed within the cooling-off period, you lose your right to cancel that service.
- If the service has begun but is not yet complete when you cancel, we will charge a proportionate amount for the work already carried out, and refund the remainder.
When a Remote Service Is Complete: For remote services delivered digitally, where you submit files or data and we return a processed output, the service is considered fully performed when we deliver that output to you. At that point the right to cancel is lost, as the service has been fully supplied.
Refunds for Cancelled Services: If you cancel before the service begins, you will receive a full refund. If you cancel after commencement but before completion, you will receive a refund minus a reasonable charge proportionate to the service already performed. If the service is complete, no refund is available under the cancellation right.
Partial-Performance Disputes: In the event of disagreement about what proportion of a service was performed prior to cancellation, we will provide a clear breakdown on request.
8. Customs and Exporting Goods
Customers exporting orders outside the UK assume responsibility for import duties, taxes, and customs fees. We cannot provide guidance on these matters.
9. Accuracy of Information
Product photos, dimensions, and descriptions serve as guides only. We are not responsible for information published by third parties such as search engines or price comparison sites.
10. Sale of Non-New Items
For ex-display or refurbished items: condition is described; items may lack completeness or original packaging; manufacturer warranties may be reduced or unavailable. Customers collecting items must personally verify condition.
11. Limitation of Liability
We are not responsible for any business losses (e.g. lost profits) or any other indirect losses that were not reasonably foreseeable. Our maximum liability to you equals the value of your order, excluding any liability for death or personal injury caused by our negligence.
12. Applicable Law and Jurisdiction
This contract is governed by the law of England and Wales. Disputes fall under the exclusive jurisdiction of the courts of England and Wales.