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Terms & Conditions

Terms & Conditions

These are the terms and conditions of sale of  Europens.

These terms apply to all purchases of goods when you order via our website (www.europens.co.uk) or by telephone using our customer service team.

Please read this document thoroughly before placing your order.

By placing an order by telephone or fax through our customer services team, you confirm your unconditional acceptance of these conditions.

To order goods through this website you must be 18 years of age and accept delivery within the UK or nominated country of choice. We will treat each order for goods as an offer by you to purchase the goods subject to these terms and conditions.

Please note that:

Not all items featured on our website, in advertisements or any other media are necessarily available by telephone or via our website.

We may change these conditions from time to time. The latest version of these conditions is available on our website.

These conditions can be saved electronically or printed by all users of our website. Whilst they remain posted on our website, these conditions will apply to all transactions carried out via our website and by telephone.

Description of goods

Many of the products we sell are of a descriptive nature and it is not practical to publish detailed specifications of all the products. All images, descriptive matter, specifications, advertising on our site are for the sole purpose of giving an approximate description of the goods. Full detailed specifications are available from the manufacturers brochures or their websites.

Although we aim to keep the website as up to date as possible, the information including product descriptions appearing on this website at a particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a product until your order is accepted in accordance with our order acceptance policy.

All actions taken by the user of the website are the responsibility of the individual.

Payment and price

The total price payable for the goods will be stipulated at the time when you place an order, whether or not the order has been place, this includes any telephone orders.

We are entitled to make any adjustments to the price to take in to account of any increase in our suppliers prices, or the imposition of taxes or duties, or if due to an error or omission the price published for the goods is wrong whether or not the order has been confirmed. We will inform you of the correct price and give you the opportunity to cancel the order. All prices on our website are inclusive of VAT but exclusive of delivery charges which will be payable as indicated at the time of placing an order.

Typographical error

In the event that a product is listed at an incorrect price due to a typographical error in pricing the information from our suppliers, taxes or duties change, we shall have the right to refuse or cancel any orders listed at the incorrect price whether or not the order has been confirmed. If your credit card has already been charged and we subsequently cancel your order, we will issue a credit within 48 hours of the value of the incorrect price (including delivery charges). 

Payment methods

We accept all major credit cards online including visa, MasterCard, maestro, solo. We do not accept American express or diners cards.

We do not accept payment for goods by cheque.

We do also accept payment by BACS, CHAPS and bank cash transfer.

When placing an order, you must provide the exact billing address and a contact telephone number. This is the address your credit card has on file for you. Failure to provide these details is in breach of these terms and conditions and could result in a cancellation of your order. Your goods will only be distributed once all monies have been authorised and cleared.

On a rare occasion, should Europens wish to confirm your identity, we may ask you to provide where possible proof that you are the cardholder. This is merely to protect you against on-line fraudulent activity. 

Availability of goods

All products and services are subject to availability and may be withdrawn at any time. If we do not supply the goods for any reason we will not charge you for these and we will refund any money already paid for them. (Usually within 48 hours).

We will not be responsible for compensating you or any third party for any other losses suffered if we do not supply the goods. 

Delivery charges

All prices are exclusive of delivery charges; these will be added to the price of the products at our checkout procedure. 

How will my order be dispatched? All UK & International addressed orders are generally shipped via Royal Mail. Other Carriers may be used subject to Items ordered, destination and any Strikes or weather conditions. Please allow 2-3 working days for delivery. If you require goods for a specific date or time, please call the customer service team, who will be happy to check stock availability. Orders for next day delivery must be placed by 3.00pm. Europens endeavour to ship all qualifying orders (received before 3.00pm) the same working day. Some items may be dispatched the following working day if ordered after this time. International orders are shipped via Royal Mail Airsure/ International Signed For or Fedex depending on value. Please allow 5-7 working days for delivery Delivery via courier, Europens are based in the North Kent Area, so most areas of London are available for delivery within three hours of time of order, please call the Europens customer service team for details. European and overseas customers will be responsible for paying customs and/or import duty. Our delivery charges do not include any expenses for customs duty and/or VAT. Europens is not responsible for any additional charges; these expenses are the responsibility of the customer.

We are happy to deliver to the Channel Islands, Eire and BFPO addresses. 

Delivery times

Delivery of products within the UK will normally be dispatched within 2-3 working days from clearance of payment.

Any dates we specify for the delivery of the goods are approximate only and we shall not be held liable for any losses, costs, damages, charges, or expenses caused by any delay for the delivery of goods. If we or our suppliers are temporarily out of stock, we will notify you of this position and you should allow up to 28 days for the dispatch of goods. For delays of more than 28 days, you will have the right to cancel the order and we will refund any money paid by you for the goods. 


As soon as we have delivered the goods to your door you will be responsible for them. We will only deliver goods to the address as provided on the order. From the time of receipted delivery of the goods, any loss or damage to the goods shall be at your own risk. Any transit damage to the goods, shortages or incorrect goods must be noted on the delivery consignment note at the time of delivery, alternatively please inform by email to sales@europens.co.uk please do include your order number. This must be within 48 hours of acceptance of delivery.

Time limitation for notification of claims

If goods arrive in a damaged condition you must note on the carriers delivery consignment note and it will be your responsibility to inform us in writing within 7 days from delivery.

Shortages: it is your responsibility to sign for the correct number of packages as shown on the carriers delivery consignment note. Any shortages within the package must be given to u in writing within 10 days of receipt of delivery.

In-correct goods: it is your responsibility to inform us of any in-correct good supplied within 7 days from delivery. If it is your mistake on the order, postage will not be reimbursed.

Non-deliveries: we will not accept liability for goods lost in transit unless we are notified in writing within 15 working days from expected delivery date.

For all written notification claims, please email sales@europens.co.uk and please quote your order number.

If goods under any of the above clauses are found to be in perfect and full working order, these will be returned to you and an administration fee of 20% of the price of the goods will be charged to your credit card account. 

Order cancellation 

Orders can be cancelled up to 7 working days AFTER the day you have received the goods. You MUST inform us in writing of your wish to cancel. Please email sales@europens.co.uk and quote your order number. The goods must be retuned in full resalable condition with all packaging in tact. Once the goods have been received and are deemed returnable, a refund will be issued to the purchasers card. We will endeavour to refund your card within 48 hours of delivery.

Product guarantees

All products supplied are covered by the terms and conditions of the manufactures guarantee for their stated period. Please contact us for verification on warranty time length for individual manufacturers. These guarantees specifically exclude faults caused by accidents, neglect, and misuse. In addition routine maintenance, consumables, cosmetic damage is not covered.

This does not affect any statutory rights you may have.

Faulty goods:

In the unlikely event:

Products that are deemed faulty can be returned for exchange. If we do not feel the goods are faulty we hold the right to return to the manufacturer for inspection.

As stated by law, a fault must be within a reasonable time frame; this will be held at our discretion and will be discussed with you on an individual basis.

Please download and complete our returns form and include it in the parcel. Failure to do so can result in a delay in processing your parcel.

This does not affect any statutory rights that you may have.

Security and privacy

Your security and privacy are our priority; it is not our policy to pass your e-mail address or details to other traders. We strictly abide by the Data Protection Act 1998, particularly with regard to your personal details.

The information you provide is solely to enable us to process your order and provide a high level of customer service. The information concerning you will be accurate and up to date and will be held in accordance with the law. You can check the information that we hold about you by e-mailing us. If you find any inaccuracies we will delete or correct it promptly. Secure trading on the Internet is a major concern for most people today, particularly concerning credit card transactions. A great deal of progress has been made in recent times in securing transactions on the Internet. In fact, most e-mail transmissions are likely to be more secure than terrestrial card transactions or those using phone or fax lines.

Any personal information provided to Europens is used solely by Europens, Unit 9a, Dickensons Lane, Woodside Green, London, SE25 5HJ.

In order to monitor the performance of our site we collect the following information:

- An IP address to monitor site traffic and volume.


Online Ordering 

Europens in partnership with Paypoint have taken the following steps to ensure security:

Card details are taken through an on-line secure server system provided by Paypoint.
All transmissions of data are encrypted.
Europens never sees the card details, only Paypoint.
All details, validity checks and transaction processes are carried out whilst you, the shopper, is still on-line.
You, the shopper, and Europens both receive confirmation of the transaction.
Europens receive order, contact and shipping details only from any information collected at time of purchase.

Europens may from time to time send emails or direct advertising to you. You are welcome to opt out at anytime by emailing sales@europens.co.uk

General Web Site Contact

Any information collected by Europens for General contact is used for this purpose only.

Returning unwanted or incorrectly ordered goods

If you wish to return the goods to us, please return within 7 working days of delivery receipt. All goods MUST be returned in full re-saleable condition, this includes all packaging. Unfortunately if packaging is damaged in anyway, we will be unable to exchange or accept the return.

Goods will only be accepted for return within the stated time frame. (see also Order Cancellation)

When returning goods for an exchange/refund, please include a note detailing your name, contact details and order number, along with the reason for the return. Failure to do so can result in a delay in processing your parcel.

We strongly recommend that you get a postal receipt for your parcel.

Please return to:

Europens Returns Department

Unit 9a Dickensons Lane

Woodside Green


SE25 5HJ



Customer service 

If you have any queries regarding your order, please do call us on 020 8676 1746 (Calls charged at up to 5 pence per minute on the residential BT network.)
International +44 (0)2086761746 between 8am to 6pm (UK time) Mon to Fri.

An answering service is available outside of these hours.

In the unlikely event that you are not satisfied with our service or products, please do pass on your comments, you can email us at sales@europens.co.uk or write to:

Europens Customer Services

Unit 9a Dickensons Lane

Woodside Green


SE25 5HJ


We will endeavour to deal with your complaint within 48 hours, and inform you of what action will be taken.

Europens registered office:

Europens Ltd,
Numeric House
98 Station Road
DA15 7BY

Company Registration No: 7214572
VAT No: 993 6058 77