Terms & Conditions

Carmen Terms and Conditions


The contract between us

These Terms and Conditions apply to all goods supplied by us - R K Wholesale Limited. Company Number: 02784084. Reg in England & Wales: 844 2711 35 

Until we receive your order, and our confirmation of that order has appeared on your computer monitor, no contract exists between us for the sale of goods. As soon as our confirmation arrives with you, a legal contract exists between us.

You have a right to cancel the contract subject to the terms below (See Section 5. Cancellation / Returns and Refunds)

These Terms and Conditions may be changed without notice, but will only apply to future sales agreements.


To make things easier to read, here are some of the key words explained.

  • You/your refers the person who buys goods from the seller.
  • Consumer has the meaning stated in section 12 of the Unfair Contract Terms Act 1977.
  • Goods/products refers to the items you agree to buy from the seller.
  • List Price means the price promoted by the seller. This may be changed by the seller at any time.
  • Seller means R K Wholesale Limited. Company Number: 02784084. Reg in England & Wales: 844 2711 35. Address: Sutton House, Berry Hill Road, Fenton, Stoke-on-Trent, Staffordshire ST4 2NL.
  • Terms and Conditions refers to the terms and conditions we have included in this document, along with any special terms and conditions agreed in writing with the seller.

1. General points

1.1. These Terms and Conditions apply to all contracts involving products you buy from the seller, and will override any other communication or documents you may create.

1.2. Your product orders will be considered an offer from you to buy products subject to these Terms and Conditions and are dependent on the seller accepting your order. The seller reserves the right not to accept your order.

1.3. When you accept delivery of a product from the seller, it will be conclusive evidence that you accept these Terms and Conditions.

1.4. Changes to these Terms and Conditions will not apply unless the seller agrees in writing.

1.5. Your statutory rights as a consumer are not affected by anything in these Terms and Conditions.

2. Price and Payment

2.1. The price you pay for the product will be that featured in the current seller price list, however published. This may be on the seller's website or in the seller's quotation on the date you place your order or as you agree with the seller. All seller prices include VAT and exclude delivery charges.

2.2. You must pay the full price for the goods, including VAT and delivery, before the seller will despatch your order.

2.3 Discount codes and promotions from official Carmen (both digital and in print) are valid for use on the Carmen website only. Carmen reserve the right to withdraw or alter promotions and discounts at any time. Discount codes and promotions hold no monetary value. Discount codes cannot be used in conjunction with any other offers or promotional codes.

3. Delivery

3.1. Before delivering your goods, one of the seller's representatives will confirm the delivery address and other details, based on the terms you agreed with the seller when you placed your order.

3.2. The seller will attempt to deliver your goods within seven days of you placing your order. If you wish to make other arrangements, you will have to make arrangements to take delivery in line with the agreed changes.

3.3. The seller will always try to meet stated delivery dates. But if the delivery date is not critical, the seller will not be liable for any losses, costs, damages or expenses you, or any third-party incurred, either directly or indirectly, because of the estimated delivery date not being achieved.

3.4. When you place your order, some products may be out of stock. If the seller can't deliver the products within seven days (see Clause 3.2) one of the seller's representatives will contact you to explain the position and you will have the option to cancel your order, get a total refund, or choose to have your order delivered at a later date.

3.5. Once the goods have been delivered, title and risk in the goods will pass to you. 

3.6. If you place your order before 2pm, the seller will aim to deliver your goods the following day, where possible. This does not apply where weekends are involved. Next Day Delivery will cost £4.99 and your goods will be transported by Courier. Standard Delivery costs £3.99 based on 3/4 working days. When you are ordering, always make sure you fill in your contact details on the checkout screen. 

3.7. If you want goods delivered to the Highlands, Islands, or the Republic of Ireland, you should check with a seller representative from before you order, because shipping charges depend on size, weight and destination. Unless there are clear indications to the contrary, the seller will ship your goods within two days of you placing your order. The seller will give you notice of any delays or cancellations. 

4. Warranty

4.1. Depending on the product, the seller offers a standard one-year warranty. You will find the length of the warranty confirmed in the instruction manual for the product. If you ask for a refund, the seller will use the order number you give us, to check the date you bought the product. If you have had the product longer than the agreed warranty period, we will not be able to give you a refund. On certain products a warranty extension can be provided by simply registering the products warranty after purchase online.

5. Cancellation / Returns and Refunds

5.1. The seller delivers many thousands of products and only a small fraction prove faulty. Of course, the seller understands how difficult this might be for you. That’s why we have no-quibble returns, refund or replacement policy to make sure our customers always feel they are receiving the highest levels of service.

5.2. You should check the goods as soon as they arrive, and let the seller know if there is any damage or if anything does not meet the terms of your contract. You should do this by letter, email or fax within seven days of delivery, excluding Saturday, Sunday or Bank Holidays.

5.3. We do not accept unauthorized returns. Regardless of the size of the item, you will need to contact customer services to arrange for the item to be returned.  Refunds will not be issued unless returns have been arranged with our customer services team. To contact customer services to arrange for an item to be returned, please call 0333 220 6066.

5.4. When you return goods, you must make sure the order number is clearly visible on the packaging. You will find the number on the order confirmation email which is sent to you automatically once you have paid for the product. If you haven't got the order number, the seller will provide you with one.

5.5. If the seller decides that the damaged goods are due to your actions, you will be liable for the costs of making good the damage.

5.6. If you have bought the goods on the internet, by mail order or by phone/fax, you have the right, in addition to any other rights, to return the products and get a total refund. However, you must let the seller know by letter, fax or email with thirty working days of the date of your purchase.

5.7. When you return products, their condition should be similar to that when delivered the seller. You should return the product complete will all packaging, if originally supplied. All the products you return should be complete, because incomplete returns will not qualify for a refund, and will be classified as unauthorised. 

5.8. You must return the goods with your name, address, telephone number and email address. The seller may get in touch with you before the date the refund is due, to ask for the product’s serial number and the fault details to forward on to the manufacturer.

You should allow ten days for the seller to complete a return. Refunds will be applied to the card you used to pay for the product.

6. Damages

6.1. If the product is damaged on delivery, you should itemise and describe the damages clearly on the driver's delivery note when you sign for the goods. Also, you should immediately contact the seller to give them details of the damage.

7. Warranty

7.1. The sellers' standard 12-month warranty applies to all products.

8. Guarantees

8.1. As a buyer, you have statutory rights, but the seller also guarantees all goods against bad workmanship and poor materials for up to 60 days from the date the goods were delivered.

9. Limitation of liability

9.1    Nothing in these Terms and Conditions shall limit or exclude the sellers' liability for:

(a)    death or personal injury caused by its negligence, or the negligence of its employees, agents or subcontractors (as applicable);

(b)    fraud or fraudulent misrepresentation; 

(c)    breach of the terms implied by section 12 of the Sale of Goods Act 1979; or

(d)    defective products under the Consumer Protection Act 1987. 

9.2    Subject to clause 10.1:

(a)    the seller shall under no circumstances whatever be liable to you, whether in contract, (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 these Terms and Conditions and/or any goods/products purchased thereunder; and  

(b)    the sellers' total liability to you in respect of all other losses arising under or in connection with these Terms and Conditions and/or any goods/products purchased thereunder, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the price of the relevant goods/products.

10. Severance

10.1. If any term or provision of these Terms and Conditions is held invalid, illegal or unenforceable for any reason by any court of competent jurisdiction such provision shall be modified to the minimum degree necessary to enable that term or provision to become valid, legal and enforceable, and the remainder of the provisions hereof shall continue in full force and effect as if these Terms and Conditions had been agreed with the invalid, illegal or unenforceable provision so modified.

11. Governing law and jurisdiction

11.1 These Terms and Conditions shall be governed by and construed in accordance with the law of England and Wales and the parties hereby submit to the exclusive jurisdiction of the English courts.

12. Privacy Policy

12.1. Our Privacy Policy can be found at www.carmen-products.co.uk . Please read it carefully, as it will help you understand how we use and protect all the information you give to us.

13. Competitions

13.1 The promoter is: Carmen

Employees of Carmen, their family members or anyone else connected in any way with the competition or promoter shall not be permitted to enter the competition.

There is no entry fee and no purchase necessary to enter.

Closing date for entry will be stated on social media. After the stated date the no further entries to the competition will be permitted.

Promoter accepts no responsibility for entries not received.

The promoter reserves the right to cancel or amend the competition and these terms and conditions without notice. 

Any changes to the competition will be notified to entrants as soon as possible by the promoter.

The promoter is not responsible for inaccurate prize details supplied to any entrant by any third party connected with this competition.

No cash alternative to the prizes will be offered.

The prizes are not transferable.

Prizes are subject to availability and we reserve the right to substitute any prize with another of equivalent value without giving notice.

The winner will be notified via the Carmen social media platforms within 28 days of the closing date. If the winner cannot be contacted or does not claim the prize within 14 days of notification, we reserve the right to withdraw the prize from the winner and pick a replacement winner.

The promoters' decision in respect of all matters to do with the competition will be final and no correspondence will be entered into.

By entering this competition, an entrant is indicating his/her agreement to be bound by these terms and conditions.

The competition and these terms and conditions will be governed by [English] law and any disputes will be subject to the exclusive jurisdiction of the courts of [England].

Entry into the competition will be deemed as acceptance of these terms and conditions.

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