Terms and Conditions

This page (together with the documents referred to on it) tells you the terms and conditions on which we supply any of the Products listed on our website www.independent4life.co.uk - to you. Please read these terms and conditions carefully before ordering any Products from our site. You should understand that by ordering any of our Products, you agree to be bound by these terms and conditions. You should print a copy of these terms and conditions for future reference.

1. Information About Us

1.1 www.independent4life.co.uk is a site operated by Independent 4 Life Limited (we). Registered in England and Wales under company number 06294300, with our registered office and main trading address at: Bellamy House, Winton Road, Petersfield, Hampshire, GU32 3HA

1.2 Any information you provide to us will not be disclosed to 3rd parties unless required by law. In accordance with the GDPR (General Data Protection Regulation), our ICO Registration Number is Z2058735.

2. Your Status

2.1 By placing an order through our site, you warrant that:

You are legally capable of entering into binding contracts; and You are at least 18 years old You are resident in the UK or Ireland and are accessing our site from the UK or Ireland

2.2 You can order from anywhere else in the EU or Rest of the World by contacting us by email for a quote; payments are only accepted by BACS.

3. How the Contract is Formed Between You and Us

3.1 After placing an order, you will receive an email from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a Product. All orders are subject to acceptance by us. The contract between us (Contract) will only be formed when we dispatch your items.

3.2 The Contract will relate only to those Products we dispatch to you. We will not be obliged to supply any other Products which may have been part of your order until those Products become available to us for dispatch.

4. Consumer Rights

4.1 If you are contracting as a consumer, then subject to clause 4.3, you have the Right to Cancel a Contract at any time before your order is dispatched and within (14) fourteen working days, beginning on the day after you received the Products. In this case, and in accordance with our returns policy (set out in clauses 11 & 12 below) you will receive a full refund of the price paid for the Product(s) and standard shipping, but you will be responsible for the cost of insuring and returning the Product(s) to us.

4.2 To cancel a Contract, you must complete our Cancellation Form and return this to us by sending us an email to [email protected] or by post. The Cancellation Form can be found in Cancellations and Returns in the Information section of our web site.

You must also return the Product(s) to us immediately, in the same condition in which you received them, and at your own cost and risk. You have a legal obligation to take reasonable care of the Product(s) while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.

4.3 You will not have any right to cancel a Contract as a consumer or as a commercial customer for the supply of any Products if:

  • i) Items that have been custom made to your specification, such as half-height shower doors or other bespoke made products such as height adjustable worktop frames.
  • ii) Batteries and any electrical/technical products which have been unsealed.
  • iii) Any product of a nature that for hygiene or associated health and safety - such as toilet seats, baby changing mattresses, changing tables, toilets, and bidet seats etc.
  • iv) Any items you have requested we procure especially for you that are not on our web site.
  • v) The product has been fitted, used, or assembled with other products supplied or otherwise.

Our Product pages state the Returns status of the product.

4.4 This provision does not affect your statutory rights as a consumer.

5. Availability and Delivery

5.1 Your order will be fulfilled by the delivery date on the product page, if no delivery date is specified, we will notify you by separate email of the expected date of dispatch. Items displayed as In-Stock are usually shipped within 24 hours (Monday-Friday). Special order and custom-made products can take up to 30 days to be delivered. We will notify you if the delivery period will be longer than 30 days and if there are exceptional circumstances.

5.2 For boxed/packaged deliveries, the goods will be delivered as close as possible to your front door. If this location is unreachable for any reason, such as being located on a narrow street, up a flight of stairs (such as flats), or due to any other obstruction, delivery will be made as near to your property as possible.

5.3 For oversize and palletised deliveries, the driver is NOT insured to take the goods inside your property. The pallet will be delivered curb side, and it is strongly recommended that at least 2 able-bodied persons are available to receive the delivery and move the goods to a safe, dry, and secure place of storage. If you are unable to receive the goods, please contact us prior to attempted delivery to allow for alternative arrangements to be made.

5.4 We reserve the right to charge at cost for re-delivery if the original delivery has failed for reasons deemed to be the fault of the customer. These include, but are not limited to, the customer supplying an incorrect delivery address, or no one being present to take the goods when a delivery date has been advised.

5.5 Do not book in your installation contractor for the day of delivery of your order. We cannot guarantee the time of your delivery and will not be held to account for any costs you incur because of late or non-delivery. The performance of the delivery company to perform their duty is beyond our control.

6. Risk and Title

6.1 The Products will be at your risk from the time and point of delivery.

6.2 Ownership of the Products will only pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges if applicable.

7. Price and Payment

7.1 The price of any Products will be as quoted on our site, except in cases of obvious error.

7.2 Prices are displayed both excluding and including VAT and exclude delivery costs (where applicable). Delivery costs are calculated on a variety of factors including but not limited to the location of the dispatch, customer shipping address, order value, and weight. For more information on delivery costs, please refer to our Delivery Information page.

7.3 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you an Order Confirmation.

7.4 Our site contains many Products, and it is always possible that, despite our best efforts, some of the Products listed on our site may be incorrectly priced. Where a Product's correct price is less than our stated price, we will charge the lower amount when dispatching the Product to you. If a Product’s correct price is higher than the price stated on our site, we will either contact you for instructions before dispatching the Product or reject your order and notify you of such rejection.

7.5 If the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as an error, we do not have to provide the Products to you at the incorrect (lower) price.

7.6 Quotations are valid for 30 days, unless stated otherwise.

8. VAT and Exemptions

8.1 All our prices are displayed excluding and including VAT @ 20%.

8.2 Shipping charges are not eligible for VAT Exemption.

8.3 Only certain Products and Services are eligible for VAT Exemption in accordance with the rules laid out by HM Revenues & Customs. If you are in any doubt, regarding your eligibility please read VAT Notice 701/7, or contact your local VAT office:

Reliefs from VAT for disabled and older people (VAT Notice 701/7)

8.4 To be eligible for VAT Exemptions, the government states you must meet the following criteria:

A) Eligible Individuals: A person is ‘chronically sick or disabled’ if they are a person with a: - physical or mental impairment which has a long-term and substantial adverse effect on their ability to carry out everyday activities; or - condition which the medical profession treats as a chronic sickness, such as diabetes.

B) Eligible Charities: Supplies of goods to charities will only qualify for VAT relief where the goods are made available by the charity to a disabled person for their personal or domestic use - please register for an online account before attempting purchase.

Important Note: It does NOT include an elderly person who is not disabled or chronically sick or any person who’s only temporarily disabled or incapacitated, such as with a broken limb.

VAT registered businesses are not entitled to claim VAT exemption.

8.5 Eligible Products for VAT Exemption are displayed with a Green Tick, which means you will be given the opportunity to complete our Electronic VAT Exemption Form in our Checkout process.

8.6 In the Checkout:

- A. Enter the name of the Person the Exemption applies to (this does not have to be the name of the purchaser). Briefly detail the Claimant's disability or medical condition Click the Tick Box to claim the VAT relief.

- B. Registered Charities, please apply for an online Account, you will require your Registered Charity name and number, which will be checked prior to approval. Then VAT exemption can be claimed when you are logged in.

8.7 Prior to the payment you will be shown a VAT summary before being asked to pay for your order.

8.8 Please Note: It is an offence to claim VAT Exemption if you are not entitled to it, and the Penalties for false claims are severe. Upon request from the HM Revenues & Customs, we will disclose all details of claimed Exemptions.

8.9 If you are a VAT Registered Company you are not entitled to Claim VAT Relief, and orders placed and claiming Exemption will be asked to pay the outstanding VAT or the order will be cancelled.

9. Payments

9.1 Our secure Checkout for Online Payments, uses rvvup a secure card payment system for credit or debit cards. We accept card payments from Visa, Mastercard and Visa Debit. Payment will be debited at the time of ordering. For extra fraud protection, 3D Secure (3DS) requires customers to complete an additional verification step with the card issuer when paying.

9.2 We also offer rvvup – Pay by Bank for debit card payments. By selecting the Pay by Bank option, you will be shown a list of banks, choose your bank from the list. Once you’ve made your selection; you must authenticate your payment by validating your identity, usually using your phones biometrics, your own online banking app or website. Login to authenticate as normal, approve the transaction and funds are automatically and immediately transferred from your bank account to the Independent 4 Life Limited commercial bank account. You will then be redirected back to our checkout page where the checkout process is completed.

9.3 We can also process credit and debit payments over the phone. Please call our Sales Helpdesk on 0800 500 3001 during our office hours 9 am to 5 pm – Monday to Friday. We use PayPal's secure Virtual Terminal to process card payments and a payment confirmation will be sent to you from PayPal in addition to our Order Confirmation. For extra fraud protection, 3D Secure (3DS) customers may also have to complete an additional verification step with the card issuer when paying.

9.4 We do not collect or retain your Debit / Credit Card details.

9.5 Payment by cheque. Select this payment method at Checkout and follow the online instructions. Cheques should be made payable to Independent 4 Life Limited and posted too:

Accounts Department
Independent 4 Life Limited
Bellamy House
Winton Road
GU32 3HA

9.6 Payment by BACS. Please follow the online instructions and email [email protected] when you have made payment stating your Order Number and include a copy of your Remittance Payment Confirmation.

Our (£ Sterling and € Euro) BACS details are also displayed in the email and Footer of your PDF Order Confirmation.

9.7 Payment by PayPal Express. You will be diverted to PayPal's website to complete payment. Once your details have been entered you will be returned to our website to confirm your order.

10. Quality Control

10.1 All of our products are subject to a visual examination prior to packing and delivery to you.

10.2 In the unlikely event that you or your servant or agent (including plumber or other installers) discover a defect or damage upon taking delivery of a Product, then notwithstanding your rights under clause 11.1d below, we require that you notify us as soon as possible within 48 hours and in any event no later than 7 days of the date of delivery (or such longer period as we may, in our absolute discretion, otherwise agree to), and before any installation work is undertaken. We will then deal with the Product in accordance with our returns policy for defective products under clause 11.1d below.

10.3 We will request photographs of damaged delivery packaging and damaged/defective products to expedite your claim.

10.4 In the event of damaged goods, we reserve the right to charge for replacement(s), which will be refunded when the damaged / defective goods are received back.

11. Cancellations and Returns Policy

11.1 In the UK you have a legal right under the Consumer Rights Act 2015, to cancel your order before your order is dispatched and within fourteen (14) days starting the day after the day on which the last of the goods came into your physical possession or the person, we have been asked to deliver your goods to.

Returns will be accepted in the following circumstances:

a. You have notified us and completed our Right to Cancel Form within the (14) fourteen-day period referred to in clause 4, we will process the refund due to you as soon as possible and, in any case, within fourteen (14) days after you have given notice of your cancellation, and when if applicable you have returned your Product(s) if they have already been dispatched.

b. Please download and complete our “Returns Form” and attach to your packaged return. See section 12 Returns process for more information.

c. The Products must be returned new and unused, in their original product and delivery packaging. We will refund the price of the Product and standard shipping in full, but you will be responsible for the cost of insuring and returning the item(s) to us, and if you return it at our expense, we are entitled to charge you such expense, which shall be a maximum of the charge payable by us to our courier.

d. For defective Products we will examine and or test the returned Product(s). Where Products are returned by you because of a defect not caused by you or your servant or agent (including plumber or other installers) you will be refunded in full, including a refund of the delivery charges for sending the item to you and the reasonable cost incurred by you in returning the item to us.We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

f. If, after examination/testing, we find the returned Product to be defective due to a defect caused by you or your servant or agent (including plumber or other installers).

Or if the damaged products have been used, modified, or have undergone any attempted installation, you may be responsible/liable for any costs of return and redelivery of the product(s)product that is not in the condition previously stated.If this is the case, we will notify you in relation to your return via email within (14) fourteen-days.

g. We will usually process any refund due to you as soon as possible and, in any case, within (14) fourteen-days of your order cancellation and the products been received back by Independent 4 Life or one of our Approved suppliers.

11.2 Any Items that have been custom made to your specification, such as half-height shower doors or other bespoke made products such as height adjustable worktop frames. If you are in any doubt, then please contact us and we will advise you.

11.3 Batteries and any electrical/technical products which have been unsealed.

11.4 Any product of a nature that for hygiene or associated health and safety - such as toilet seats, baby changing mattresses, changing tables, toilets, and bidet seats etc.

11.5 Any items you have requested we procure especially for you that are not on our web site.

11.6 The product has been fitted, used, or assembled with other products supplied or otherwise.

11.7 Business customers returning goods may be subject to a restocking charge. Whilst we will do our utmost to avoid this additional fee, this is set by our suppliers so may be unavoidable. Charges may also be incurred for insurance, return shipping, and any Customs fees if applicable. Please contact us to discuss your return and we will advise you if any restocking charges and fees apply.

12. Returns Process

12.1 If you have received product(s) your wish to return within the fourteen (14) day right to cancel period, please click this link for our Returns Form.

12.2 If your order from Independent 4 Life Limited was delivered by “DPD” or "DHL" please return to our registered and trading address:

Returns address:

Returns Department
Independent 4 Life Limited
Bellamy House
Winton Road
GU32 3HA

Please note you are responsible for insuring the goods and the returning shipping costs.

12.3 For all other deliveries received, which are normally larger packaged items, shipped directly from our Approved suppliers. In these situations, please Contact us, confirming your Order Number and we will advise by email the correct Returns Address and provide any additional forms if required.

12.4 If you are unable to arrange the return insurance and shipping, please contact our Customer Service team, where possible we will provide costs or arrange for a quotation, which if accepted will be deducted from your refund.

Please note: These conditions do not affect your statutory rights relating to faulty or misdescribed goods. For further information about your statutory rights, contact your local authority's Trading Standards Department or a Citizens Advice Bureau.

13. Our Liability

13.1 We warrant to you that any Product purchased from us through our site is of satisfactory quality and reasonably fit for all the purposes for which products of that kind are commonly supplied and are CE / UKCA certified.

13.2 Subject to clause 18.

13.3 We shall under no circumstances whatever be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with the Contract.

13.4 If you intend to install a Product you have purchased from us through the services of a plumber or other installer and, prior to the installation, you are aware of a defect, or your plumber or installer should reasonably be expected to discover and therefore become aware of any such defect upon inspection, then if the planned installation proceeds we will not be responsible for any costs of reinstallation incurred by you or your plumber or other installers, which you may subsequently claim to have been necessary as a result of the defect.

13.5 Nothing in these terms and conditions shall limit or exclude our liability for:

a. Death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);

b. Fraud or fraudulent misrepresentation.

c. Breach of the terms implied by The Consumer Rights Act 2015;

d. Defective products under The Consumer Rights Act 2015; or

e. Any matter in respect of which it would be unlawful of us to exclude or restrict liability.

14. Access to Independent4life.co.uk

14.1 We will do our utmost to ensure that the availability of our site will not be uninterrupted and that transmissions will be error-free. However, due to the nature of the Internet, this cannot be guaranteed.

15. Written Communications

14.1 We will do our utmost to ensure that the availability of our site will not be uninterrupted and that transmissions will be error-free. However, due to the nature of the Internet, this cannot be guaranteed.

15. Written Communications

15.1 Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by email or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information, and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

16. Notices

16.1 All notices given by you to us must be given by letter to Independent 4 Life Limited at Bellamy House, Winton Road, Petersfield, Hampshire, GU32 3HA or by email to [email protected] We may give notice to you at either the email or postal address you provide to us when placing an order, or in any of the ways specified in clause 15 above. Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an email is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped, and placed in the post and, in the case of an email that such email was sent to the specified e-mail address of the addressee.

17. Transfer of Rights and Obligations

17.1 The Contract between you and us is binding on you and us and on our respective successors and assigns.

17.2 You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent.

17.3 We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.

18. Events Outside our Control

18.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event).

18.2 A Force Majeure Event includes any act, event, non-happening, omission, or accident beyond our reasonable control and includes in particular (without limitation) the following:

a. Strikes, lockouts, or other industrial action.

b. Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war.

c. Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic, or other natural disasters.

d. Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

e. Impossibility of the use of public or private telecommunications networks.

f. The acts, decrees, legislation, regulations, or restrictions of any government.

18.3 Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.

19. Waiver

19.1 If we fail or delay, at any time during the term of a Contract, to insist upon strict performance by you of any of your obligations this does not mean we have given up our rights and we may still require you to comply with your obligations under the Contract.

19.2 If we forgive (in writing) any particular default by you of your obligations under a Contract, that does not forgive any subsequent default by you.

20. Severability

20.1 If any of these terms and conditions or any provisions of a Contract are determined by any competent authority to be invalid, unlawful, or unenforceable to any extent, such term, condition, or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.

21. Entire Agreement

22.1 We intend to rely upon these terms and conditions and any document expressly referred to in them in relation to the subject matter of any Contract. While we accept responsibility for statements and representations made by our duly authorised agents, please make sure you ask for any variations from these terms and conditions to be confirmed in writing.

22. Our Right to Vary These Terms and Conditions

22.1 We have the right to revise and amend these terms and conditions from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system's capabilities.

23. Law and Jurisdiction

23.1 Contracts for the purchase of Products through our site will be governed by English Law. Any dispute arising from, or related to, such Contracts shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.


Last updated: 24.01.2024

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