Terms&conditions

Terms and Conditions

Conditions of use for website knall.co.uk

By continuing to use this website you agree to be bound by these terms and conditions of use.

This website is operated by Knall Ltd, registered in the United Kingdom and trading from 23 Farrier Lane, Leicester, LE4 0WB, United Kingdom. These Terms and Conditions apply to all purchases made via www.knall.co.uk by customers located in the United Kingdom and, where explicitly stated, to orders shipped to countries within the European Union.

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Terms & Conditions of use Contact us Shipping Postal charges	How to return items Returns & replacements Damage to the parcel How & when refunds are issued How long will a refund take

Terms and conditions of use

Availability of the website

We will take all reasonable efforts to maintain the availability of our website and to ensure that it remains accessible, uninterrupted and error-free. However, due to the nature of the internet, this cannot be guaranteed. From time to time, access may be suspended or restricted in order to carry out maintenance, repairs, updates or to introduce new facilities or services. We will endeavour to limit the frequency and duration of any such interruptions.

Access to the website

knall.co.uk grants you a limited, non-exclusive, revocable licence to access and make personal use of this website. You may not download (other than page caching) or modify the website or any part of it, except with our express written consent. You may not reproduce, duplicate, copy, sell, resell, visit or otherwise exploit this website or any part of it for any commercial purpose without prior written permission from Knall Ltd.

All images, product descriptions, logos and other visual or textual materials displayed on the website remain the property of Knall Ltd or its licensors and are protected by intellectual property laws.

Customers’ data and account

We reserve the right to refuse access to the website, remove or edit content, cancel orders or close accounts at our discretion. If we cancel an order, you will not be charged.

When using the website, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer or device. You agree to accept responsibility for all activities that occur under your account or password. If you suspect that your password has become known to any third party or may be used in an unauthorised manner, you must inform us immediately.

You agree to ensure that your details, including contact information, are kept accurate and up to date. Please notify us promptly of any changes.

Data protection and privacy

Knall Ltd is the data controller for personal data processed in connection with the operation of this website and the fulfilment of orders. We process personal data in accordance with applicable data protection laws in the United Kingdom, including the UK GDPR and the Data Protection Act 2018.

Your personal data is collected and used in particular for:

processing and fulfilling your orders,
managing your customer account,
handling returns, complaints and warranty claims,
where you have given consent – sending marketing communications.

We may share your data with third parties where necessary for the performance of the contract, such as:

courier and logistics providers for the delivery of goods,
payment service providers for processing payments,
IT and hosting service providers supporting our website.

Further details about how we collect, process and protect your personal data, as well as your rights (access, rectification, erasure, objection, etc.), are set out in our Privacy Policy.

Customer’s behaviour

You must not use this website in any way that causes, or is likely to cause, the website or access to it to be interrupted, damaged or impaired.

You must not use the website:

for any fraudulent or unlawful purpose,
to send, use or reuse any material that is illegal, offensive, abusive, indecent, defamatory or infringing of intellectual property, privacy or confidentiality,
to transmit or distribute viruses, malware, political campaigning, commercial solicitation, chain letters, mass mailings or any form of "spam".

General – intellectual property

All content included on this website, such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations and software, is the property of Knall Ltd or its content suppliers and is protected by UK and international copyright and intellectual property laws.

You may not extract and/or re-utilise any substantial part of the content of the website without our express written consent. In particular, you may not use any data mining, robots or similar data gathering and extraction tools to re-use any substantial parts of the website.

Our agreement (contract of sale)

Upon placing an order for a product from knall.co.uk, you will receive an e-mail acknowledging receipt of your order. This e-mail is for information only and does not constitute acceptance of your order.

Your order constitutes an offer to us to buy a product. We accept this offer and conclude the contract of sale only when we send you an e-mail confirmation that the product has been dispatched ("Dispatch Confirmation"). The contract between you and Knall Ltd is formed at the time we send the Dispatch Confirmation. Any products that are part of the same order but not confirmed as dispatched in that e-mail do not form part of the contract.

We reserve the right to refuse any order, for example where the product is unavailable, pricing or description errors occur, or we suspect fraudulent activity.

Customs and international deliveries

When ordering goods from knall.co.uk for delivery outside the United Kingdom (for example, to countries within the European Union), your order may be subject to import duties, taxes or charges which are levied once the package reaches the destination country. Any such additional charges for customs clearance must be borne by you. We have no control over these charges and cannot predict their amount.

International deliveries are also subject to the customs regulations and laws of the destination country. You are responsible for compliance with all applicable laws and regulations of the country to which the products are delivered.

Returns & replacements

Returns – general principles

Before dispatch, all items undergo quality inspection. If, however, you experience any problem with your order, please contact us as soon as possible. We will make every reasonable effort to resolve the issue promptly. Where appropriate, a replacement product may be offered.

If you return items that were originally delivered free of charge due to your order exceeding a certain value threshold, we reserve the right to deduct the original delivery cost from your refund if, after the return, the order no longer meets the conditions for free delivery.

Right to cancel (distance contracts)

If you are a consumer residing in the United Kingdom or in a country within the European Union, you may have the right to cancel your contract for certain products purchased online without giving any reason, within 14 days from the day on which you (or a third party indicated by you, other than the carrier) receive the goods.

Please note that this statutory right to cancel does not apply to goods that are made to your specifications or are clearly personalised (made to measure items), as explained in the section “Returning of measure items” below.

To exercise your right to cancel, you should inform us of your decision to cancel the contract in a clear statement (e.g. by e-mail or using a dedicated withdrawal / cancellation form, if available). You must send back the goods to us without undue delay and in any event not later than 14 days from the day on which you communicate your decision to cancel the contract.

You are responsible for the direct cost of returning the goods, unless we have expressly agreed otherwise in advance.

Returns address

All purchased products need to be returned in their original condition and suitable packaging to:

KNALL LTD
23 Farrier Lane
Leicester
LE4 0WB
United Kingdom

Returns and complaints from the United Kingdom and from other countries (including EU Member States) must be sent to the above UK address, unless we have explicitly agreed an alternative return location in writing.

Returning of measure items

It is not possible to return made to measure items (such as blinds or other window coverings manufactured to your exact measurements, colour choice or other personalised specifications), except where they are faulty or not as described.

Made to measure products are manufactured individually according to the measurements, configuration and options you provide when placing your order. As such, they cannot be reasonably resold and are classed as personalised goods. For this reason, the statutory 14-day right to cancel for distance contracts does not apply to made to measure items.

This does not affect your statutory rights in relation to goods that are faulty or not as described under the Consumer Rights Act 2015 or other applicable law.

Damage to the parcel during transport – procedure

1. Checking the parcel upon delivery

The Buyer (recipient) is obliged to check the condition of the parcel upon delivery. In particular, the Buyer should verify:

the condition of the outer packaging,
any visible signs of damage, dents or opening,
the completeness of the contents.

If any mechanical damage is noticed (e.g. cracks, scratches, dents, broken elements), the recipient should ask the courier to complete a damage report in their presence. This report forms the basis for filing a transport damage claim with the carrier.

Failure to draw up a damage report at the time of delivery may result in the carrier rejecting the claim, as it prevents confirmation that the damage occurred during transport.

2. Reporting damage after delivery

If the damage was not noticed at the time of delivery, the recipient should report the damage to the courier company as soon as reasonably possible. Some carriers set strict deadlines for such notifications; we therefore recommend checking the relevant carrier’s terms.

In such a case, the recipient should provide:

photos of the damaged product,
photos of the outer and inner packaging (showing the method of securing the goods),
a description of the damage and the parcel tracking number.

The report may be submitted by the recipient or, by agreement, by the Seller (the sender of the parcel). However, please note that the absence of a damage report significantly reduces the likelihood of a successful claim against the carrier.

3. Liability for mechanical damage

Mechanical damage caused by external factors (e.g. impact, crushing, fall) which occurs after the goods have been delivered to the recipient does not constitute a product defect under statutory consumer rights. In such cases, the carrier may be liable rather than the Seller.

The Seller shall not be held responsible for such damage if:

the recipient did not request or complete a damage report at the time of delivery,
the damage was not reported to the courier company within the required period set by that company,
or it cannot be established that the damage occurred during transport.

4. Assistance with the complaint process

The Seller undertakes to assist the Buyer in the complaint process conducted with the courier company, in particular by:

providing the shipment number and carrier details,
explaining the complaint procedure,
forwarding documentation where the Seller files the claim on behalf of the Buyer.

If the courier company accepts the complaint, the Seller will repair, replace or refund the product in accordance with the arrangements agreed with the Buyer.

5. Recommendation

To ensure a smooth and efficient complaint process, it is strongly recommended that the parcel is checked in the presence of the courier and, in case of any irregularities, that a damage report is completed before signing for the delivery.

Refunds

How can I get my refund?

Unless otherwise agreed, every refund is made to the debit or credit card, or to the same payment method, that was used when placing the original order. We will aim to process your refund within 14 days of receiving the returned products or, where applicable, within 14 days of you providing evidence that you have sent the goods back to us.

Please note that the time it takes for the refund to appear on your account may depend on your bank or payment provider.

I have changed my credit / debit card or it has expired. Can I still receive my refund?

Our standard procedure is to process refunds to the original method of payment used for the order, in line with common banking and card scheme rules. If your card has expired or your account has been closed, your bank or payment provider will normally route the refund to your new card or account.

In exceptional circumstances where an automatic refund is not possible, our customer service team will work with you to arrange an alternative refund method.

How will I get a refund if my product is returned during the cancellation period (14 days)?

If you exercise your statutory right to cancel a qualifying order within the 14-day cancellation period, we will refund the amount you paid for the goods, including the standard delivery cost (if any), without undue delay and in any event within 14 days from the day we receive the goods back or from the day you provide evidence that you have sent the goods back, whichever is earlier.

If you chose a more expensive method of delivery than the standard delivery we offer, we are not obliged to refund the additional costs resulting from your choice.

If we arrange to collect the goods from you, we may deduct the direct cost of collection from your refund, where this has been agreed in advance.

My refund has not been sent to me. What do I do?

If you have not received your refund within the expected time (normally within 14 days from the date we confirmed your refund), please contact us so that we can check the status. Once a refund has been processed, we can provide confirmation and, where possible, a reference that your bank or payment provider may use to trace the payment.

Postal charges

Delivery costs

Every order whose value exceeds £5000.00 will be delivered free of charge within the United Kingdom, unless otherwise stated (e.g. for certain oversized or special transport items, where a separate surcharge may apply).

* For all products where width exceeds 2000 mm (200 cm), an additional charge of £5 is added.

* For all products where width exceeds 2400 mm (240 cm), an additional charge of £50 is added.

* We execute orders throughout the European Union; the delivery cost of such orders depends on the destination country and is calculated automatically at checkout.

* Shipments of large-size products such as patio awnings, pergolas or garage doors may be shipped by dedicated transport. The cost of shipping such an order will be increased by £149 when paying by bank transfer, unless otherwise stated at the time of purchase.

The purchased products will be dispatched via Royal Mail, courier or another carrier company selected by us. Estimated delivery times and available shipping options will be displayed during the checkout process.

We reserve the right to charge an additional shipping fee in exceptional cases (for example, remote locations, difficult access areas or unusually large consignments). You will be informed of any such additional charges before your order is dispatched.

If a delivery attempt is made but the customer is not available and the parcel is returned to us due to non-collection or refusal without justified reason, we reserve the right to charge reasonable redelivery or return costs.

Governing law and dispute resolution

These Terms and Conditions and any contracts for the purchase of goods via knall.co.uk are governed by and shall be construed in accordance with the laws of England and Wales. You and Knall Ltd agree that the courts of England and Wales will have exclusive jurisdiction over any disputes arising out of or in connection with these Terms and Conditions or any such contracts, without prejudice to any mandatory consumer protection provisions that may apply in your country of residence within the European Union.

If you are a consumer residing in the European Union, you may also have the option to use the European Commission’s Online Dispute Resolution (ODR) platform to resolve disputes arising from online purchases, available at https://ec.europa.eu/consumers/odr.

Related documents: Privacy Policy | EU ODR platform