Terms & Conditions

These Terms and Conditions ("Terms") govern your use of the AI Merchant website and services ("Services"), including the purchase of building materials, trade supplies, and related products.

By accessing our website, creating an account, or placing an order, you agree to be bound by these Terms. If you do not agree to these Terms, please do not use our Services.

These Terms constitute a legally binding agreement between you ("Customer", "you", or "your") and AI Merchant ("we", "us", or "our").

We reserve the right to modify these Terms at any time. Changes will be effective upon posting to our website. Continued use of our Services after changes constitutes acceptance of the modified Terms.

2.1 Creating an Account
To place orders, you may need to create an account. You agree to:

• Provide accurate, current, and complete information
• Maintain and promptly update your account information
• Keep your password confidential and secure
• Notify us immediately of any unauthorised access
• Accept responsibility for all activities under your account

2.2 Trade Accounts
Trade account applications are subject to credit checks and approval. Trade accounts may offer:

• Trade pricing and account support
• Credit terms (subject to credit limit approval)
• Access to trade-only products and services

We reserve the right to refuse, suspend, or terminate any account at our discretion, particularly in cases of suspected fraud, misuse, or breach of these Terms.

2.3 Account Termination
You may close your account at any time by contacting us. Outstanding balances must be paid before closure. We may retain certain information as required by law.

3.1 Product Information
We make every effort to ensure product descriptions, specifications, and images are accurate. However:

• Colours may vary due to screen display differences
• Specifications may change without notice
• Product availability is subject to stock levels
• Some products may be discontinued

3.2 Pricing

• All prices are in British Pounds Sterling (GBP)
• Prices are shown including VAT by default
• Trade account holders and other visitors can choose to view prices excluding VAT; these prices are labelled "ex. VAT"
• The price you pay is the VAT-inclusive total shown at checkout before you pay, and VAT is itemised on every invoice
• Delivery charges are shown at checkout before you pay
• We reserve the right to change prices at any time
• Prices confirmed at checkout apply to that order
• Obvious pricing errors may be corrected, and orders cancelled if necessary

3.3 Quotations
Quotations are valid for 30 days unless otherwise specified. Large or custom orders may require a formal quotation.

4.1 Placing Orders
When you place an order, you are making an offer to purchase. Order confirmation does not constitute acceptance. Acceptance occurs when we dispatch the goods or confirm dispatch.

We may refuse or cancel orders due to:

• Stock unavailability
• Pricing errors
• Suspected fraud
• Credit limit issues (trade accounts)
• Incomplete or incorrect information

4.2 Payment Methods
Payment is taken securely by card through our payment provider, using the payment methods shown at checkout. Approved trade account customers may also pay on account under their trade account terms.

4.3 Payment Terms

• Retail customers: Payment due at checkout
• Trade accounts: Net 30 days from invoice date (or as agreed)
• Late payments may incur interest at 8% above Bank of England base rate
• We reserve the right to suspend accounts with overdue balances

4.4 Security
All payment transactions are encrypted and processed through PCI-DSS compliant payment providers. We do not store complete payment card details.

5.1 Delivery Options
We offer various delivery options:

• Standard delivery (typically 3-5 working days)
• Express delivery (next working day, where available)
• Click and collect (from selected locations)
• Timed and crane-assisted delivery (for certain products)

Delivery charges are calculated at checkout based on order weight, dimensions, delivery address, and selected service.

5.2 Delivery Times
Delivery estimates are not guaranteed. Delays may occur due to:

• Stock availability
• Supplier delays
• Weather conditions
• Traffic and logistical issues
• Events outside our control

We will notify you of significant delays and provide updated estimates.

5.3 Delivery Conditions

• Ensure safe, accessible delivery location
• Someone must be present to receive goods
• Check goods immediately upon delivery
• Sign for delivery as "unchecked" if unable to inspect
• Report damage or shortages within 48 hours

5.4 Failed Deliveries
If delivery fails due to reasons within your control (e.g., no one available, incorrect address), redelivery charges may apply.

6.1 Cancelling an Online Order
If you are a consumer and you ordered from us online, by phone or by email, the Consumer Contracts Regulations 2013 give you the right to cancel your order within 14 days without giving a reason. The 14 days start the day after you receive the goods or, if your order arrives in more than one delivery, the day after the last delivery. To cancel:

• Tell us within 14 days of receiving the goods; any clear statement, such as an email, is enough
• Return the goods within 14 days of telling us
• Unless the goods are faulty or not as described, you may have to pay the cost of returning them where we have told you so, for example in our Returns & Refunds policy

You may handle goods as you would in a shop to check them. If their value has been reduced because they were handled more than that, we may reduce your refund to reflect the loss in value.

The cancellation right does not apply to goods bought in person at one of our branches, to orders placed by a business, or to:

• Custom or made-to-order products
• Products mixed or combined after delivery
• Goods that deteriorate rapidly
• Sealed goods that cannot be returned for hygiene reasons once unsealed

6.2 Trade Customer Returns
If you have a trade account, returns are handled under your trade account terms. Please contact us before returning anything.

6.3 Defective or Incorrect Goods
If goods are faulty, damaged, or incorrect:

• Report within 48 hours for delivery damage
• Contact us with photos and description
• We will arrange collection and a repair, replacement or refund in line with your legal rights
• Manufacturer warranty may apply for certain products

6.4 Refunds

• We will refund you within 14 days of receiving the goods back, or of you showing us proof that you have sent them back, whichever is sooner
• When you cancel an online order within the 14-day period, your refund includes the standard delivery charge you paid, but not any extra charge for a faster or timed delivery service
• Refunds are made to the original payment method
• For trade account customers, we may issue a credit to your account instead of a refund

7.1 Manufacturer Warranties
Many products carry manufacturer warranties. Warranty terms vary by product and manufacturer. We can assist with warranty claims but are not liable for manufacturer warranty issues.

7.2 Our Warranty
In addition to statutory rights, we warrant that:

• Products will be of satisfactory quality
• Products will match their description
• Products will be fit for their usual purpose

This warranty does not cover:

• Normal wear and tear
• Damage from misuse, neglect, or improper installation
• Damage from failure to follow care instructions
• Modifications or alterations
• Commercial use of products sold for domestic use

7.3 Limitation Period
Claims under warranty must be made within:

• 6 years for retail customers (England/Wales)
• 5 years for retail customers (Scotland)
• As specified for trade accounts

8.1 Our Content
All content on our website, including but not limited to text, graphics, logos, images, product descriptions, and software, is owned by us or our licensors and protected by copyright, trademark, and other intellectual property laws.

8.2 Limited Licence
We grant you a limited, non-exclusive licence to access and use our website for personal, non-commercial purposes. You may not:

• Reproduce, distribute, or modify our content
• Use our trademarks without permission
• Scrape or harvest data from our website
• Reverse engineer our software or systems

8.3 User Content
By submitting content (such as reviews or images), you grant us a non-exclusive, royalty-free licence to use, reproduce, and display that content in connection with our Services.

9.1 Consumer Rights
Nothing in these Terms limits or excludes our liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Defective products under the Consumer Protection Act 1987
• Any other liability that cannot be legally excluded

9.2 Business Liability
For trade customers and business purchases:

• Our total liability is limited to the price paid for the goods
• We are not liable for indirect, consequential, or special damages
• We are not liable for loss of profit, business, or goodwill
• We are not liable for delays or failures caused by events outside our control

9.3 Force Majeure
We are not liable for failures or delays caused by circumstances beyond our reasonable control, including natural disasters, strikes, government actions, pandemics, or supplier failures.

The following additional terms apply to approved trade account holders:

10.1 Credit Terms

• Credit limits are set at our discretion
• Payment terms are typically net 30 days
• Credit limits may be reviewed and adjusted
• Exceeding credit limits may result in order holds

10.2 Trade Pricing

• Trade discounts are confidential and non-transferable
• Prices may vary from published retail prices
• Discounts may be adjusted with notice
• Special pricing requires account login to view

10.3 Account Management

• Regular account reviews may be conducted
• Credit references may be requested periodically
• Account misuse may result in immediate suspension
• Personal guarantee may be required for some accounts

10.4 Business Use
Trade accounts are for genuine trade and business use only. Resale to consumers at retail prices is permitted. Abuse of trade pricing may result in account termination.

Your privacy is important to us. Our collection and use of personal information is governed by our Privacy Policy, which forms part of these Terms.

By using our Services, you consent to our data practices as described in the Privacy Policy. Key points include:

• We collect information necessary to process orders and provide services
• We may share information with delivery partners and payment processors
• We comply with UK GDPR and data protection laws
• You have rights regarding your personal data

Please review our full Privacy Policy for complete details.

12.1 Customer Service
We aim to resolve issues quickly and fairly. Please contact our customer service team first with any concerns or complaints.

12.2 Complaints Procedure

• Contact us with details of your complaint
• We will acknowledge within 3 working days
• We aim to resolve complaints within 14 days
• Complex issues may take longer (we will keep you informed)

12.3 Independent Advice
Please contact us first so we can try to put things right. If you are a consumer in the UK, you can also get free, impartial advice from the Citizens Advice consumer service.

12.4 Governing Law
These Terms are governed by the law of the part of the United Kingdom where we are based, and its courts will deal with any dispute. If you are a consumer, you may also bring proceedings in the courts of the part of the United Kingdom where you live, and you keep the protection of any mandatory consumer laws that apply there.

13.1 Entire Agreement
These Terms, together with our Privacy Policy and any specific terms for products or services, constitute the entire agreement between you and us.

13.2 Severability
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

13.3 Waiver
Our failure to enforce any provision of these Terms does not constitute a waiver of that provision or our right to enforce it later.

13.4 Assignment
We may assign or transfer our rights and obligations under these Terms. You may not assign your rights without our written consent.

13.5 Third-Party Rights
These Terms do not create any rights for third parties under the Contracts (Rights of Third Parties) Act 1999.

13.6 Language
These Terms are drafted in English. In the event of any conflict between translated versions, the English version shall prevail.

If you have any questions about these Terms or our Services, please contact us:

AI Merchant
Email: support@aimerchant.co.uk
Phone: Contact us during business hours

Business Hours:
Monday - Friday: 7:00 AM - 5:00 PM
Saturday: 8:00 AM - 12:00 PM
Sunday: Closed

For order-related enquiries, please have your order number ready.
For trade account enquiries, please contact us using the details above.