LACEY’S RETURNS & REFUNDS POLICY
LACEY’S ONLINE STORE TERMS & CONDITIONS
These Terms & Conditions apply to purchases made through the Lacey’s Plumbing Heating Bathroom & Tile Supplies online store.
Please read these Terms & Conditions together with our Returns & Refunds Policy and Delivery Policy before placing an order.
Nothing in these Terms & Conditions affects your statutory consumer rights under Irish law.
1. PLACING AN ORDER
When you place an order through our website, you are making an offer to purchase the products in your order.
An automatic order acknowledgement confirms that we have received your order. It does not necessarily mean that your order has been accepted.
Before accepting an order, we may need to confirm product availability, pricing, delivery requirements or other order details.
If we cannot fulfil an order, we will contact you and any payment taken for goods that cannot be supplied will be refunded as appropriate.
2. ACCEPTANCE OF TERMS
Before completing an online purchase, customers will be required to confirm that they have read and agree to:
Lacey’s Web Store Terms & Conditions
Lacey’s Returns & Refunds Policy
Lacey’s Delivery Policy
3. PRICES & VAT
We make every reasonable effort to ensure that prices displayed on our website are accurate.
Consumer prices will include VAT where required.
Applicable delivery or other charges will be displayed or advised before the order is completed.
If we identify a genuine pricing or website error before an order has been accepted, we will contact the customer.
The customer may choose to proceed at the correct price or cancel the affected product/order.
We will not change an agreed price after a binding contract has been formed except where permitted by law or agreed with the customer.
4. PAYMENT
Payment must be made using one of the payment methods available through our website.
The total amount payable, including applicable delivery charges, will be shown before the order is completed.
5. PRODUCT AVAILABILITY
All products are subject to availability.
Stock information can change, including where products are supplied by third-party manufacturers or suppliers.
If a product becomes unavailable after an order is placed, we will contact the customer as soon as reasonably possible.
We may offer an alternative product, but we will not substitute a different product without the customer’s agreement.
If an alternative is not suitable, an appropriate refund will be provided for goods that cannot be supplied.
6. PRODUCT INFORMATION
We take reasonable care to ensure that product descriptions, specifications, dimensions, prices and images displayed on our web store are accurate.
Customers should carefully check product information and specifications before ordering.
Colours and finishes displayed on a screen may appear slightly different depending on screen settings, photography and lighting.
Natural or manufactured variation in colour, shade, pattern or finish may occur where this is a normal characteristic of the product.
Nothing in this section affects statutory rights relating to goods conforming to the sales contract.
7. MEASUREMENTS, QUANTITIES & PRODUCT SUITABILITY
Lacey’s does not provide a site measuring service for products purchased through our web store.
Customers are responsible for ensuring that measurements, quantities, specifications, connections and product requirements are correct before ordering.
Where appropriate, customers should have product suitability, compatibility and installation requirements confirmed by a suitably qualified installer before placing an order.
8. INSTALLATION & FITTING
Lacey’s supplies products only and does not provide installation or fitting services for products purchased through our web store.
Customers are responsible for arranging their own suitably qualified installer where required.
Lacey’s is not responsible for the workmanship, actions or omissions of an independent installer or contractor engaged by the customer.
Nothing in this section affects statutory rights in relation to the goods supplied by Lacey’s.
9. CHECK PRODUCTS BEFORE INSTALLATION
All products should be checked carefully before installation or use, including product, size, colour, finish, quantity, components, specification and visible condition.
Do not install or use a product that is visibly damaged, incorrect or appears faulty.
Please contact Lacey’s before installation if there is an issue.
Installing a product does not remove statutory rights relating to a fault or non-conformity that could not reasonably have been identified beforehand.
10. TILES
Tiles should be checked carefully before installation for product, quantity, size, shade/colour, batch or calibre and visible damage or defects.
Natural and manufactured variations in shade, pattern and appearance may occur depending on the product.
We recommend ordering enough tiles to complete the project, including an appropriate allowance for cuts and wastage.
We cannot guarantee that additional tiles purchased at a later date will be available from the same production batch.
Please refer to our Returns & Refunds Policy regarding eligible tile returns.
11. SPECIAL ORDERS & MADE-TO-ORDER PRODUCTS
Customers should check all measurements, specifications, colours and finishes carefully before confirming a special-order, customised or made-to-order product.
Certain products made to a customer’s specifications or clearly personalised may be exempt from the statutory change-of-mind cancellation right.
Where applicable, products will be identified as special-order, customised or made-to-order.
Once a qualifying customised/made-to-order product has entered production or been ordered specifically for the customer, cancellation or change-of-mind returns may not be possible.
This does not affect statutory rights where products are faulty, damaged, incorrect or do not conform to the contract.
12. DELIVERY
Online deliveries are subject to our Delivery Policy.
Lacey’s uses third-party parcel and pallet courier services.
Large and heavy products may be delivered on pallets. Pallet deliveries are kerbside/front-garden deliveries where safe and reasonably accessible.
Where Lacey’s arranges the courier, Lacey’s remains responsible for the goods until the customer, or a person nominated by the customer, takes physical possession of them in accordance with applicable consumer law.
13. CLICK & COLLECT
Customers selecting Click & Collect should allow up to 48 hours for the order to be prepared and confirmed as ready for collection.
Customers should not travel to collect an order until they have received confirmation from Lacey’s that it is ready.
14. RETURNS, CANCELLATIONS & REFUNDS
Returns, cancellations and refunds are dealt with under our Returns & Refunds Policy.
Consumers purchasing online generally have statutory cancellation rights, subject to applicable legal exceptions.
Lacey’s also offers an additional returns policy for eligible non-faulty goods as explained in our Returns & Refunds Policy.
For eligible change-of-mind returns, customers are responsible for the direct cost of returning the goods to Lacey’s as set out in that policy.
15. DAMAGED, FAULTY OR INCORRECT GOODS
Customers should inspect goods as soon as reasonably possible after delivery and before installation or use.
We ask that any visible damage, shortages, incorrect items or faults apparent on delivery are reported within 48 hours of receipt so that we can investigate promptly with our supplier or courier.
For damaged, faulty or incorrect web orders, please email:
Please include the web order number, details of the issue and photographs where applicable.
The 48-hour reporting request does not limit or remove statutory consumer rights.
16. WARRANTIES & GUARANTEES
Some products may include a manufacturer’s warranty or guarantee.
The length and conditions of manufacturer warranties vary by product.
A manufacturer’s warranty or guarantee is in addition to and does not replace statutory consumer rights against Lacey’s as the retailer.
17. CUSTOMER INFORMATION
Customers are responsible for providing accurate information when placing an online order, including name, billing/delivery address, Eircode, email address and telephone number.
Customers should check this information carefully before completing an order and contact us as soon as possible if an error is identified.
Personal information is handled in accordance with our Privacy Policy.
18. CUSTOMER ACCOUNTS
Where the option to create an online account is available, customers are responsible for keeping their account and login information secure.
Customers should contact us if they believe their account has been accessed without authorisation.
Creating an account is not required unless clearly stated during the purchasing process.
19. TRADE & BUSINESS PURCHASES
Certain statutory consumer protections apply specifically to consumers and may not apply to products purchased wholly or mainly for trade or business purposes.
Trade or business purchases may be subject to separate agreed terms.
20. OUR RESPONSIBILITY
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.
Lacey’s remains responsible for supplying goods that conform to the contract and for meeting its obligations under applicable Irish consumer law.
Lacey’s is not responsible for defective workmanship carried out by an independent installer engaged by the customer, or for incorrect measurements supplied by the customer or their installer, where responsibility does not otherwise legally rest with Lacey’s.
21. CHANGES TO THESE TERMS
We may update these Terms & Conditions from time to time.
The Terms & Conditions applicable to an order will be those presented to the customer when the contract for that order is concluded, unless a subsequent change is required by law or agreed with the customer.
22. IRISH LAW & STATUTORY RIGHTS
These Terms & Conditions are governed by applicable Irish law.
Nothing in these Terms & Conditions, our Returns & Refunds Policy or our Delivery Policy is intended to exclude, restrict or reduce mandatory statutory consumer rights.
Where there is any conflict between these terms and mandatory Irish consumer law, the applicable statutory rights will prevail.