Terms and Conditions of Supply

• We operate the Gaggenau website here: www.gaggenau.com/gb. We are Gaggenau, a division of BSH Home Appliances Limited, a company registered in England and Wales under company number 01844007 and with our registered office at Grand Union House, Old Wolverton Road, Wolverton, Milton Keynes, MK12 5PT. Our main trading address is Grand Union House, Old Wolverton Road, Wolverton, Milton Keynes, MK12 5PT. Our VAT number is GB 108 3118 45.
• You can find everything you need to know about us on our website before you order. We also confirm the key information to you in writing after your order by email.

• We only accept orders when we have checked them. We contact you by email to acknowledge that we have received your order (the “Order Acknowledgment”). Please note that this does not mean that your order has been accepted. We then contact you again by email to confirm that your order has been accepted (“Confirmation Email”). The contract between us (“Contract”) is only formed when we send you the Confirmation Email.
• Sometimes we reject orders. Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because we cannot verify your age to ensure you are at least 18 years old, because you are located outside the United Kingdom or Northern Ireland, or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
• Your delivery date will be confirmed by email. Your order will be sent by the delivery date set out in the Dispatch Confirmation or, if no delivery date is specified, then within a reasonable time of the date of the Dispatch Confirmation, unless there are exceptional circumstances. Further delivery information can be found here: www.gaggenau.com/gb/general/delivery-information.
• When we charge you depends on your method of payment. Payment for all products must be made by Visa, MasterCard or PayPal. We will authorise your credit or debit card immediately, but will only capture the funds once we have sent you the relevant Dispatch Confirmation. Until then it may show as a pending payment on your account. However, if you choose to pay by PayPal, your payment will be taken immediately, at the point you place the order.
• The product prices are displayed on our website. All product prices that we display will include VAT and exclude delivery and other services such as connection of your new product or removal/recycle of your old product, unless specifically stated on our website. You can find further information here: www.gaggenau.com/gb/general/delivery-information.
• We accept certain voucher codes. We may run additional promotions where a voucher code can be used at the checkout to get an extra discount. Only voucher codes appearing on our sites or sent to you directly by BSH are accepted. A voucher code must be applied at checkout and cannot be redeemed after an order is placed. They cannot be used in conjunction with any other sale, offer or promotion.
• We pass on increases in VAT. If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
• We are not responsible for delays or events outside our control. If our supply of your product is delayed by an event outside our control, we will contact you as soon as possible to let you know. We will do what we reasonably can, but if we cannot fulfil your order, we will contact you as soon as possible. We will not be liable or responsible for any delays or failure to supply your order. Events beyond our control may include the following:
  
  (a) strikes, lock-outs 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 or other natural disaster;
  (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; and
  (f) the acts, decrees, legislation, regulations or restrictions of any government.
• Your products can vary slightly from their pictures. A product’s true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.

• Your legal right to change your mind. You have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
• The deadline for changing your mind. If you change your mind about a Product, you must let us know no later than 14 days after the day we deliver your Product.
• How to let us know. To let us know you want to change your mind, contact our Customer Service Team on 0344 892 8988 or fill in the online form here: www.gaggenau.com/gb/general/returns-policy.
• Returning the product within 14 days. You have to return (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Depending on the product, we will send you a returns label for an established delivery service or arrange collection from the address on your order.
• Help with returns. For help with returns, including our collection arrangements for goods which cannot be posted, see our Returns Process here: www.gaggenau.com/gb/general/returns-policy or contact our Customer Service Team: 0344 892 8988.
• If you have damaged a product. You must return the Products in the same condition in which you received them. In cases where you have damaged the Product, we may refuse your refund. We may also have a right of action against you for compensation.
• When and how we refund you. We will issue the refund without undue delay, and not later than 14 days after we have received the Product. Where possible, we refund you by the method you used for payment, unless you have expressly agreed otherwise. We do not charge a fee for the refund.

• The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. If you consider that the Product is defective, we will examine the returned Product and contact you by email.
• When and how we refund you. Once a Product has been returned to us, we will issue the refund without undue delay, and not later than 14 days after confirming by email that you are entitled to a refund. Where possible, we refund you by the method you used for payment, unless we have expressly agreed otherwise. We refund the price of the defective Product, any delivery charges and any reasonable costs you incur in returning the item to us.

• We accept orders as agents on behalf of third party sellers in some cases. The contract is formed between you and that third party seller, so you should carefully review their terms and conditions that will apply. We take no responsibility for returns or replacements and you will need to liaise with the seller directly.
• We may also provide links to the websites of other companies, whether affiliated with us or not. We cannot guarantee that products you purchase from them will be of satisfactory quality and we take no responsibility for these purchases. This does not affect your rights against the third party seller. We will inform you when a third party is involved in a purchase, and we may share your customer information with them to fulfil this.

• Changes we can always make. We can always change a product:
  
  a) to reflect changes in relevant laws and regulatory requirements (for example, product safety); and
  b) to make minor technical adjustments and improvements. These are changes that do not affect your use of the product.
• Changes we can only make if we give you notice and an option to terminate. We can also make other changes to the product or these terms. If we do so before sending you the Dispatch Confirmation, we will notify you and you can then contact our Customer Service Team here: www.gaggenau.com/gb/for-owners/assistance/contact-us or 0344 892 8988 within 14 days to end the contract before the change takes effect and receive a refund for any products you have paid for in advance, but not received.

• We can stop providing a product. We let you know and we refund any sums you have paid in advance for products which will not be provided.

• We can end our contract with you for a product and claim any compensation due to us if:
  
  (a) you do not make any payment to us when it's due; or
  (b) you do not, within a reasonable time, allow us to deliver the product to you.

• We are responsible for losses you suffer caused by us breaking this contract unless the loss is:
  
  (a) unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  (b) caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.
  (c) avoidable. Something you could have avoided by taking reasonable action. For example, damage to your product, which you could have avoided by correctly following the installation instructions; or
  (d) a business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

• How we use any personal data you give us is set out in our Privacy Notice here: www.gaggenau.com/gb/general/legal.

• Our complaints policy. Our Customer Liaison Team (www.gaggenau.com/gb/for-owners/assistance/contact-us or 0344 892 8988) will do their best to resolve any problems you have with us or our products.
• Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to ADR Group through their website here: www.adrgroup.co.uk. If you are not satisfied with the outcome, you can still go to court.
• You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. Any dispute or claim will be subject to the non-exclusive jurisdiction of the courts of England and Wales.

• We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We will contact you to let you know if we plan to do this.
• You cannot transfer your contract with us to someone else without our prior written consent.
• Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
• We cannot discuss your order with anyone else. For security and protection purposes, we will carry out checks to ensure that we are speaking to person that placed the order
• If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
• Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you are not allowed to, but that does not mean we cannot do it later.