General Terms & Conditions

These terms and conditions form a legal agreement between you and D&H General Trading Ltd. trading as D&H Innovation (“D&H Innovation”, “we”, “us” or “our”). They apply when you access or use our website, place an order, purchase goods or services, or create an account with us.

By using this website, placing an order or using any of our services, you agree to be bound by these terms. If you do not agree to these terms, you should stop using the website and should not place an order with us.

If you create an account or provide information to us, you agree to provide information that is true, accurate, current and complete. You are responsible for keeping your account information up to date. If we reasonably believe that information you have provided is inaccurate, incomplete or misleading, we may suspend or close your account, refuse to supply goods or services, or restrict your access to the website.

We may update these terms from time to time. The version published on this page at the time you place an order will apply to that order. Your continued use of the website after any update means that you accept the updated terms.

We may modify, suspend or withdraw all or part of the website at any time. We will not be liable to you or any third party for any such modification, suspension or withdrawal, except where liability cannot be excluded by law.

D&H Innovation is the trading name of D&H General Trading Ltd, a company registered in Scotland under company number SC466221. Our VAT number is GB207168420.

Our website is primarily intended for customers in the United Kingdom and in the locations to which we choose to deliver. If you access the website from outside the United Kingdom, you are responsible for ensuring that your use of the website and any purchase you make complies with any local laws that apply to you.

These terms are governed by Scots law. You and we agree that the Scottish courts will have jurisdiction over disputes arising out of or in connection with these terms, subject to any mandatory consumer rights that may apply.

Delivery options, delivery charges, estimated delivery times, import tax, customs duty and Delivery Duty Paid arrangements for orders outside the United Kingdom are set out in our Delivery, Import Tax & Duty Policy. Where there is any difference between the delivery summary in these terms and the detailed delivery policy, the detailed delivery policy will apply.

Before you submit an order, the checkout process will show key information about the products or services you are ordering, including description, price, delivery charges and order total. Please check these details carefully before confirming your order.

You place an order by completing the checkout process and submitting your order through the website. After you place an order, we may send you an order acknowledgement email. This confirms that we have received your order, but it does not mean that your order has been accepted.

Order acceptance and formation of the contract between you and us will take place when we dispatch the goods to you or otherwise confirm that the order has been accepted. We reserve the right to decline an order before acceptance, including where the product is unavailable, the price or description is incorrect, payment is not authorised, or we reasonably suspect fraud or misuse of the website.

We take reasonable care to ensure that product descriptions, prices, images and availability information are accurate. However, errors may occur. Product images are for guidance only and the product you receive may vary slightly from images shown, provided it matches the product description in all material respects.

If a product is listed at an incorrect price, we are not obliged to supply the product at that incorrect price. If we identify a pricing error after you have placed an order, we will contact you and give you the option to proceed at the correct price or cancel the order for a full refund.

All prices shown on the website are inclusive of VAT where VAT is applicable, unless stated otherwise. If the applicable VAT rate changes, we reserve the right to adjust prices accordingly.

We may use the information you provide when placing an order to carry out fraud prevention, payment verification and security checks. Where necessary, your information may be shared with payment providers, fraud prevention agencies or other relevant service providers for these purposes.

You may choose to subscribe to our marketing emails. We may also contact existing customers about similar products or services where permitted by applicable law. You can unsubscribe from marketing emails at any time by using the unsubscribe link in our emails or by contacting us.

We take reasonable steps to keep order and payment information secure. However, we cannot guarantee that the website will always be completely secure or free from unauthorised access, except where liability cannot be excluded by law.

We do not sell products on a trial basis. Customers are strongly advised to check product suitability, dimensions, compatibility and specifications before placing an order. This does not affect your statutory rights.

If you are a consumer purchasing online, you may have the right to cancel your order within 14 days after receiving the goods, subject to the Consumer Contracts Regulations and the exclusions set out below.

Before returning any goods, you must contact our Customer Services team by calling +44 (0)1382 792588 or by using our Contact Us page. This helps us identify your order, issue return instructions and process your return efficiently.

All authorised returns should be sent to: D&H General Trading Ltd, Unit 14 Discovery House, Gemini Crescent, Dundee, DD2 1SW, United Kingdom, unless we provide a different return address in writing.

If you cancel an order after the goods have been dispatched, you are responsible for returning the goods to us at your own cost and risk, unless the goods are faulty, damaged, incorrectly supplied or otherwise not as described. We strongly recommend using an insured and trackable delivery service.

Unless the goods are faulty, damaged, incorrectly supplied or not as described, returned products must be complete, unused, in “as new” condition and returned with all accessories, manuals, cables, remote controls, free gifts and original packaging.

You are entitled to inspect the goods in the way you would reasonably be able to inspect them in a shop. If goods are used, damaged, marked, incomplete or handled beyond what is necessary to inspect them, we may make a deduction from any refund to reflect the reduction in value.

Software, memory cards, DVDs and similar sealed media can only be returned if they remain sealed, unless they are faulty. Bespoke, customised, made-to-order, made-to-measure, personalised, specially configured, specially ordered or non-standard products may not be eligible for cancellation or return for change of mind where the item is made to your specification or otherwise falls within an applicable legal exemption. This includes, but is not limited to, custom colours, custom finishes, custom cabinet sizes, custom shapes or special configurations agreed outside the standard product listing. This does not affect your statutory rights if the goods are faulty, damaged, incorrectly supplied or not as described.

A proof of purchase must be supplied for all returns. You must also return any free gift or promotional item supplied with the product. If a free gift or promotional item is not returned, we may deduct its value from your refund.

For cancelled orders where cancellation rights apply and the goods are not faulty, we will refund the price paid for the goods and the standard delivery charge originally paid, if any. We will not refund any additional cost arising from your choice of a premium, enhanced or non-standard delivery service.

Refunds will normally be processed within 14 days after we receive the returned goods or, where applicable, after you provide evidence that the goods have been sent back to us. Refunds will be made using the original payment method unless we agree otherwise.

If goods are faulty, damaged, incorrectly supplied or not as described, please contact us as soon as possible. Where your statutory rights apply, you may be entitled to a repair, replacement, refund or price reduction depending on the circumstances and the time that has passed since delivery.

If a fault is reported within 30 days of delivery, you may have the right to reject the goods for a refund. If a fault is reported after 30 days but within six months of delivery, we may offer a repair or replacement in the first instance, unless another remedy is required by law. After six months, you may be required to show that the fault was present or developing at the time of delivery.

Details of our delivery options, estimated delivery times, delivery charges, proof of delivery requirements, large item delivery, manufacturer-direct delivery, bespoke or non-standard product delivery, and import tax and duty arrangements are set out on our Delivery, Import Tax & Duty Policy page.

Delivery times are estimates only and are not guaranteed unless we expressly agree otherwise in writing before order confirmation or advise you of a specific delivery time before you place the order. We will not be liable for losses, costs, damages or expenses caused by delivery delays, except where liability cannot be excluded by law.

You are responsible for providing accurate delivery information and for ensuring that the delivery address is suitable for the goods ordered. For large, heavy, bulky, bespoke, manufacturer-direct or specialist items, additional delivery requirements may apply as explained in our delivery policy or as agreed with you before order confirmation.

The content on our website is provided for general information and product guidance only. While we take reasonable care to keep information accurate and up to date, we do not guarantee that all content will always be complete, accurate or current.

Product specifications, images, dimensions, compatibility information and availability details are provided for guidance only and may vary by model, version, region, supplier batch or manufacturer update. You should contact us before ordering if a specific feature, dimension or compatibility point is important to your purchase.

Our website may contain links to third-party websites. These websites are not under our control, and we are not responsible for their content, availability, accuracy, security or privacy practices.

Nothing in these terms excludes or limits our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, and any other liability that cannot be excluded or limited under applicable law.

The website is provided on an “as is” and “as available” basis. We do not guarantee that the website will always be available, uninterrupted, secure or free from errors, viruses or harmful components.

To the fullest extent permitted by law, we will not be liable for any indirect or consequential loss, loss of profit, loss of revenue, loss of business, loss of goodwill, loss of anticipated savings, loss of data or loss arising from business interruption.

If you are a consumer, nothing in these terms affects your statutory rights. If you are a business customer, our total liability to you in connection with an order shall be limited to the price paid for the goods or services giving rise to the claim, except where liability cannot be limited by law.

All copyright, trademarks, design rights, database rights and other intellectual property rights in the website and its content belong to us or to our licensors, suppliers or content providers.

You may access and use website content for your own personal, non-commercial use and for the purpose of considering or making a purchase from us. You must not copy, reproduce, publish, distribute, modify, commercially exploit or create derivative works from our website content without our prior written permission.

Where software, firmware, drivers, apps or other digital materials are supplied with or made available for a product, all intellectual property rights in that software and related documentation remain with the relevant owner or licensor.

You are granted a limited, non-exclusive licence to use the software only for the intended purpose and in accordance with any licence terms provided by the manufacturer, developer or licensor.

Unless permitted by law or by the applicable licence terms, you must not copy, modify, adapt, reverse engineer, decompile, disassemble, transfer, assign, sub-license or otherwise interfere with the software.

Indemnity: You agree to indemnify us, our officers, directors, employees, agents and suppliers against any claims, liabilities, damages, losses, costs and expenses arising from your breach of these terms, your misuse of the website, or the use of your account by another person, except where such liability arises from our own breach, negligence or other act for which we are responsible by law.

Severance: If any provision of these terms is found to be unlawful, void or unenforceable, that provision shall be treated as severable and shall not affect the validity or enforceability of the remaining provisions.

No waiver: If we do not enforce any part of these terms immediately, this does not mean that we have waived our right to enforce that part or any other part of these terms later.

Assignment: You may not transfer your rights or obligations under these terms without our prior written consent. We may transfer our rights and obligations under these terms where this does not materially affect your rights.

Contact: If you have any questions about these terms, please contact us at customerservice@dhinnovation.co.uk or through our Contact Us page.