Terms of service

Welcome to One Stop Render Supplies Ltd (the "Company," "we," "us," "our").

These Terms and Conditions (these "Terms") govern your access to and use of our website located at www.onestoprender.co.uk (the "Website"), our mobile applications (the "App"), and all related services, features, tools, products, and content offered through them (collectively, the "Services").

Our Website is powered by Shopify, which provides the platform enabling us to deliver the Services to you.

PLEASE READ THESE TERMS CAREFULLY. These Terms include important information about:

-        Your legal rights and obligations

-        Warranty disclaimers

-        Limitations of liability

-        Dispute resolution procedures

-        Cancellation and refund rights

By accessing, browsing, or using our Services in any way, you agree to be bound by these Terms, our Privacy Policy, and any other policies referenced herein. If you do not agree to these Terms, you must not use our Services.

1. Age & Eligibility

1.1 Legal Capacity

By using the Services, you represent and warrant that:

-        You are at least 18 years old (the age of majority in the UK)

-        You have the legal capacity and authority to enter into these Terms

-        You are not prohibited by law from using the Services

1.2 Parental Consent

If you are under 18:

-        You may not use the Services

-        Your parent or guardian may allow you to use the Services on their account

-        Your parent/guardian is legally responsible for your use

1.3 Compliance with Law

You represent that your use of the Services complies with all applicable laws, regulations, and ordinances in your jurisdiction.

2. Account Creation & Access

2.1 Account Registration

To purchase products, you may need to create an account by providing:

-        Full name

-        Email address

-        Password

-        Billing and shipping addresses

-        Payment information

-        Telephone number (optional)

2.2 Accuracy of Information

You represent and warrant that:

-        All information you provide is accurate, true, and complete

-        All information is current and kept up to date

-        You have the legal right to provide this information

-        You own any email addresses or payment methods you provide

2.3 Account Responsibility

You are solely responsible for:

-        Maintaining the confidentiality of your account credentials

-        Keeping your password secure and not sharing it

-        All activity that occurs under your account

-        Notifying us immediately of any unauthorized access

You must not:

-        Share your account with others

-        Allow others to use your account

-        Transfer your account to another person

-        Use another person's account

Liability: We are not liable for any unauthorized access to your account due to compromised credentials. Never share your password with anyone, including our staff.

2.4 Account Suspension & Termination

We reserve the right to suspend or terminate your account at any time, without notice, if we determine that you have:

-        Violated these Terms

-        Engaged in unlawful or fraudulent activity

-        Violated any law or third-party rights

-        Posed a security risk to our Services

3. Products & Services

3.1 Product Descriptions

We make every effort to provide accurate descriptions, images, specifications, and pricing for our products. However:

Limitations:

-        Product appearance on your screen may differ due to device type, resolution, color settings, and lighting

-        Colors shown may not be 100% accurate

-        Product dimensions are approximate

-        Images are for illustration purposes only

-        We do not warrant that actual products will exactly match descriptions or images

Availability:

-        We do not guarantee product availability

-        Stock levels may change without notice

-        We reserve the right to discontinue products at any time

-        Product specifications may change without notice

3.2 Product Accuracy

We do not represent or warrant that:

-        Products will meet your expectations

-        Product quality will match your anticipated standards

-        Products will be fit for your particular purpose (unless stated)

-        Colors will be exactly as shown

3.3 Construction Materials Notice

Important: Many of our products are construction materials (render, plaster, adhesives, insulation boards, etc.). We recommend:

-        Testing small quantities before large purchases

-        Consulting product datasheets and technical information

-        Verifying compatibility with your existing materials

-        Following manufacturer application instructions

-        Checking compatibility with your climate and substrate

3.4 Product Changes

We reserve the right to:

-        Change product descriptions, specifications, or images without notice

-        Modify product prices

-        Discontinue products

-        Limit quantities available

-        Change product availability by region or customer type

3.5 Third-Party Products

Some products may be supplied by third-party manufacturers. In such cases:

-        The manufacturer's warranty applies (if any)

-        The manufacturer is responsible for product defects

-        We will facilitate returns/refunds but are not liable for manufacturer defects

-        Manufacturer terms and conditions apply to specific products

4. Pricing & Payment

4.1 Price Information

Accuracy: Prices displayed are correct at the time of posting but may change without notice.

Price Changes: The price charged will be the price shown at the time you place your order. Prices may differ from:

-        Physical store prices

-        Prices on third-party websites

-        Previous prices

Tax & Duties: Posted prices do NOT include:

-        VAT or sales tax

-        Shipping charges

-        Handling fees

-        Customs duties (for international orders)

-        Import charges

These will be added at checkout or stated separately.

4.2 Pricing Promotions

Promotions & Discounts:

-        Promotional prices are subject to change without notice

-        Discounts may have specific terms and conditions

-        We reserve the right to limit promotional offers

-        Promotions may be geographically limited

-        Expired promotions cannot be applied retroactively

Conflicting Terms: If promotion terms conflict with these Terms, the promotion terms govern for that promotion only.

4.3 Payment Terms

Requirements:

-        You must provide current, complete, and accurate payment information

-        You must authorize all charges to your account

-        You agree to pay all amounts at checkout

-        You must keep payment information current and updated

Credit Card Authorization:

-        You authorize us to charge your payment method

-        You warrant that you are authorized to use the payment method

-        You warrant that charges will be honored by your payment provider

-        You are responsible for all charges and interest (if applicable)

Payment Acceptance:

-        We reserve the right to decline any payment

-        We reserve the right to refuse orders

-        We reserve the right to limit quantities

-        Some products may have payment restrictions

4.4 Invoice & Billing

-        You will receive an order confirmation email after payment

-        An invoice will be provided for record-keeping

-        You must notify us of billing errors within 14 days

-        We will investigate billing disputes promptly

4.5 Failed Payments

If your payment fails:

-        Your order will not be processed

-        We will attempt to contact you

-        You must resubmit payment

-        Your order remains on hold until payment is received

-        We may cancel orders with failed payments after 48 hours

5. Orders & Acceptance

5.1 Order Process

Your Offer: When you place an order, you make an offer to purchase products.

Our Acceptance: Your order is NOT accepted until:

-        We receive your complete order

-        We process and authorize your payment

-        We send you an order confirmation email

-        We indicate acceptance in writing

5.2 Order Review

We reserve the right to:

-        Accept or decline any order for any reason

-        Cancel orders after acceptance

-        Modify order details (with your consent)

-        Refuse orders from certain customers or regions

-        Limit order quantities

-        Suspend orders pending verification

5.3 Order Confirmation

After we accept your order:

-        You will receive an order confirmation email

-        The confirmation includes order number, items, price, and delivery estimate

-        Review the confirmation carefully for errors

-        Contact us immediately if details are incorrect

5.4 Cancellation After Acceptance

Cancellation Rights:

-        You may cancel most orders within 14 days of receiving them (statutory right)

-        This right applies to all consumers in the UK

-        Some items cannot be cancelled (made-to-order, clearance items)

-        See our Return & Refund Policy for full details 

Cancellation Process:

-        Email us with your order number

-        State your reason for cancellation

-        We will process cancellation and issue refund

-        Cancellation must be requested within 14 days of delivery

Return Shipping:

-        For change-of-mind returns, you pay return shipping

-        For faulty items, we pay return shipping

-        See Return & Refund Policy for details

5.5 Post-Acceptance Changes

Once your order is confirmed:

-        Changes may not be possible

-        Cancellation requests may be declined

-        Modified delivery addresses may incur additional charges

-        You remain liable for payment

6. Shipping & Delivery

6.1 Shipping Responsibility

Shipping Policy: Full details are available in our Shipping Policy

Delivery Commitment:

-        We do NOT guarantee delivery by any specified date

-        Delivery timeframes are estimates only

-        We are not liable for shipping delays

6.2 Shipping Methods

Available Services:

-        Standard Delivery: 2-5 business days (UK)

-        Bulk/Pallet Delivery: 2-7 business days (via Pallet Ways)

-        Express Delivery: May be available (check at checkout)

Shipping Partners:

-        Standard parcels via major UK couriers

-        Bulk shipments via Pallet Ways

-        We select carriers for efficiency and cost

6.3 Delivery Address

You are responsible for:

-        Providing an accurate delivery address

-        Ensuring someone is available to receive delivery

-        Ensuring access for delivery vehicles

-        Correcting address errors before shipment

Liability: We are NOT responsible for:

-       Delays or losses due to incorrect addresses

-        Failed deliveries due to no one being home

-        Inaccessible delivery locations

-        Address errors discovered after shipment

6.4 Delivery Exceptions

Remote Areas: Delivery times may be extended for:

-        Scottish Highlands and Islands

-        Northern Scotland

-        Welsh mountains

-        Extremely remote locations

-        International addresses

Additional Charges: Remote area surcharges may apply (stated at checkout).

6.5 Risk of Loss & Ownership

Title Transfer:

-        Products remain our property until full payment is received

-        Once delivered to the carrier, title and risk of loss pass to you

-        You are responsible for products from delivery onwards

Responsibility:

-        Once products are delivered to the carrier, we are not liable for:

-        Loss during transit

-        Damage during shipping

-        Theft or mishandling by carrier

-        Delay or non-delivery by carrier

Recourse: For carrier issues, contact the courier directly with your tracking number.

6.6 Delivery Failure

If delivery fails due to:

-        Your absence or unavailability

-        Access restrictions

-        Incorrect address

-        Refused delivery

Consequences:

-        We may charge a re-delivery fee

-        Products may be returned to us

-        You remain liable for payment

-        We may charge restocking fees

Re-delivery: Contact us to arrange re-delivery at your cost.

6.7 Bulk & Pallet Deliveries

Special Arrangements:

-        Pallet Way will contact you to arrange delivery time

-        You must confirm access and availability

-        Failure to accept delivery may incur charges

-        You must inspect products upon delivery

Delivery Window: Pallet Ways typically provides a 2-hour window. You must be available.

7. Returns & Refunds

7.1 Return Policy

Full Details: See our complete Return & Refund Policy

14-Day Right:

-        You have 14 calendar days from delivery to return unused items

-        This is your statutory right under UK consumer law

-        Non-returnable items are clearly marked

Returnable Items:

-        Unused, unopened products in original packaging

-        With proof of purchase (order number)

-        Within the 14-day window

Non-Returnable Items:

-        Opened or part-used construction materials

-        Made-to-order or custom products

-        Damaged items (unless our fault)

-        Clearance or final-sale items

Return Process:

1.     Contact us with your order number

2.     Receive return instructions

3.     Ship the item back (you pay postage for change of mind)

4.     We inspect the returned item (3-5 business days)

5.     Refund issued within 5 business days of approval

7.2 Refunds & Refund Timeline

Refund Processing:

-        Inspection: 3-5 business days

-        Processing: 5 business days

-        Bank processing: 3-5 business days

-        Total: 10-15 business days

What's Refunded:

-        Product price: Always

-        Original delivery: Only if our error

-        Return shipping: Only if our error or faulty item

-        Original shipping for change of mind: NOT refunded

Faulty Items:

-        Full refund including original delivery charges

-        We pay return shipping

-        No questions asked

7.3 Exchanges

Exchange Process:

-        Available within 14 days of delivery

-        Subject to stock availability

-        Price differences charged/refunded

-        Re-delivery charges may apply (bulk items)

8. Warranties & Guarantees

8.1 Disclaimer of Warranties

Except as expressly stated by One Stop Render Supplies Ltd:

THE SERVICES, WEBSITE, AND ALL PRODUCTS OFFERED ARE PROVIDED:

-        "AS IS" – in their current condition

-        "AS AVAILABLE" – without guarantees of availability

-        WITHOUT ANY REPRESENTATIONS, WARRANTIES, OR CONDITIONS of any kind

EXPRESS OR IMPLIED WARRANTIES DISCLAIMED:

-        Implied warranty of merchantability

-        Implied warranty of satisfactory quality

-        Implied warranty of fitness for a particular purpose

-        Warranty of title or non-infringement

-        Warranty of durability

-        Warranty of accuracy or completeness

-        Warranty of uninterrupted or error-free service

SOME UK LAW DOES NOT ALLOW DISCLAIMER OF IMPLIED WARRANTIES, SO THESE DISCLAIMERS MAY NOT FULLY APPLY TO YOU. YOUR STATUTORY RIGHTS ARE NOT AFFECTED.

8.2 What We Don't Guarantee

We do NOT guarantee:

-        Products will meet your expectations

-        Services will be uninterrupted or error-free

-        Website will be secure or virus-free

-        Third-party products are free from defects

-        Products are suitable for your specific purpose

8.3 Manufacturer Warranties

Manufacturer Products:

-        Some products may have manufacturer warranties

-        Manufacturer's warranty applies, not ours

-        Claim manufacturer warranties directly

-        We facilitate returns but don't replace warranties

Warranty Limitations: Warranties typically exclude:

-        Improper installation

-        Incorrect use

-        Misuse or abuse

-        Environmental damage

-        Normal wear and tear

-        Modifications

8.4 Statutory Rights

Your Legal Rights:

-        These Terms do NOT override your legal consumer rights

-        UK Consumer Rights Act 2015 provides statutory protections

-        You have the right to:

-        Goods of satisfactory quality

-        Goods fit for purpose

-        Goods as described

-        Remedies for faulty goods (repair, replace, refund)

These rights cannot be waived and continue to apply.

9. Limitation of Liability

9.1 Liability Cap

TO THE FULLEST EXTENT PERMITTED BY LAW:

One Stop Render Supplies Ltd, Shopify, and our respective partners, directors, officers, employees, affiliates, agents, contractors, and service providers shall NOT be liable for:

-        Any injury, loss, or claim arising from your use of the Services

-        Direct, indirect, incidental, punitive, special, or consequential damages

-        Lost profits, lost revenue, lost savings, or lost data

-        Replacement costs or costs of substitute goods or services

-        Any similar damages of any kind

Applicable to claims based on:

-        Contract

-        Tort (including negligence)

-        Strict liability

-        Any other legal theory

9.2 What's Not Covered

Even if we've been advised of the possibility, we are NOT liable for:

-        Errors or omissions in product descriptions

-        Inaccurate pricing or promotions

-        Loss or damage from use of Services

-        Loss or damage from any product

-        Delays in shipping or delivery

-        Third-party website access or content

-        Data loss or corruption

-        Unauthorized access to your account

-        Viruses or malware

9.3 Exceptions to Liability Limits

These limitations do NOT apply to:

-        Death or personal injury caused by our negligence

-        Fraud or fraudulent misrepresentation

-        Breach of your statutory consumer rights

-        Defective products causing loss

-        Any liability that cannot be limited by law

Note: UK law protects consumers. We cannot limit liability for goods/services not meeting statutory standards.

9.4 Aggregated Liability

Maximum Liability: If we are liable to you for any reason, our total liability is limited to:

-        The total amount you paid us in the 12 months preceding the claim

-        Or £50 (GBP), whichever is greater

10. Intellectual Property Rights

10.1 Our Ownership

All Materials on the Services are owned by:

-        One Stop Render Supplies Ltd, OR

-        Our suppliers and licensors, OR

-        Shopify or its affiliates

Protected by: UK and international trademark, copyright, design, and patent laws

Includes (but not limited to):

-        Website design and layout

-        Text, graphics, and images

-        Product photos and videos

-        Product descriptions and specifications

-        Logos and brand names

-        Trademarks and service marks

-        Audio and video content

-        Database content

-        Arrangement and selection of content

10.2 Limited License to You

You are granted a limited, non-exclusive, revocable license to:

-        Access the Services

-        View products and descriptions

-        Place orders

-        Use the Services for lawful, personal, non-commercial purposes only

You may NOT:

-        Reproduce, distribute, modify, or create derivative works

-        Publicly display, perform, or publish

-        Download or store (except normal browser cache)

-        Transmit or copy without express written permission

-        Remove copyright, trademark, or proprietary notices

10.3 Our Trademarks

One Stop Render Supplies Trademarks:

-        "One Stop Render Supplies Ltd"

-        Our logo and brand names

-        Our product names and slogans

-        Our design elements

You may NOT use these without written permission.

Third-Party Trademarks:

-        Shopify™ is a trademark of Shopify Inc.

-        Other trademarks belong to their respective owners

-        Use of third-party marks is permitted as shown on our Services

10.4 Your Content & Feedback

Reviews, Ratings, Comments:

-        By posting reviews, ratings, feedback, or comments, you grant us a perpetual, worldwide, royalty-free license to use them

-        We may publish, reproduce, modify, and display your feedback

-        We own the feedback; you waive moral rights

-        We may use feedback for any purpose, including commercial

Warranty of Content:

-        You warrant you own or have rights to all feedback

-        You warrant feedback is accurate and truthful

-        You warrant feedback doesn't violate anyone's rights

-        You indemnify us for claims arising from your feedback

11. User Conduct & Prohibited Uses

11.1 Lawful Use Only

You agree to use the Services lawfully and responsibly only. You may NOT use the Services:

For Unlawful Purposes:

-        For any unlawful, illegal, or malicious purpose

-        To violate any law, regulation, or ordinance

-        To engage in fraud, forgery, or deception

-        To violate others' intellectual property rights

-        To infringe on anyone's privacy rights

For Harmful Conduct:

-        To harass, abuse, insult, harm, defame, or slander anyone

-        To intimidate or disparage employees or users

-        To discriminate against anyone

-        To engage in hate speech or threats

-        To encourage illegal activity

For Misuse:

-        To transmit false or misleading information

-        To impersonate another person or entity

-        To misrepresent your affiliation or authority

-        To send spam, chain letters, or unsolicited promotions

-        To engage in phishing, pharming, or pretext scams

11.2 Technical Restrictions

You agree NOT to:

Interfere with Systems:

-        Upload or transmit viruses, malware, or code

-        Engage in denial-of-service (DoS) attacks

-        Interfere with network connectivity

-        Disrupt Services availability

-        Bypass security measures or firewalls

-        Circumvent access restrictions

Automated Access:

-        Use robots, spiders, or scraping tools

-        Use automated or manual extraction tools

-        Use AI agents or bots to access Services without permission

-        Bypass CAPTCHA or authentication measures

-        Collect personal data of others

Reverse Engineering:

-        Attempt to reverse engineer or decompile code

-        Disassemble or create derivative works

-        Access non-public APIs

-        Monitor or intercept data transmission

-        Capture or reproduce systems or features

11.3 Account Abuse

You agree NOT to:

-        Use multiple accounts to circumvent restrictions

-        Share your account or allow others to use it

-        Resell account access or Services

-        Transfer your account to others

-        Create fake accounts or accounts under false names

11.4 Commercial Misuse

You agree NOT to:

-        Reproduce, duplicate, copy, or exploit the Services

-        Use the Services for commercial purposes without permission

-        Resell, redistribute, or repackage Services

-        Collect data for competitive purposes

-        Use Services to develop competing products

11.5 Enforcement

Consequences of Violation:

-        We may suspend or terminate your account without notice

-        We may delete content you've posted

-        We may report violations to law enforcement

-        You remain liable for all damages

-        We may seek legal remedies

12. Agents & Automated Systems

12.1 Agent Definition

"Agent" means any software, bot, or service that:

-        Takes autonomous or semi-autonomous action

-        Acts on behalf of or at instruction of any person/entity

-        Can access or interact with the Services

-        Operates without direct human supervision

12.2 Agent Authorization Required

Agents may NOT access the Services unless:

-        You have explicitly authorized the Agent

-        The Agent is registered with us

-        The Agent strictly complies with requirements below

-        We have not prohibited the Agent

12.3 Agent Identification Requirements

All Agents MUST:

Identify Themselves:

-        Include in every HTTP/HTTPS request: "Agent/[agent name]" in the user agent string

-        Clearly disclose Agent identity in all interactions

-        Not conceal or obfuscate Agent status

Operate Transparently:

-        Not mimic human behavior or interaction patterns

-        Not attempt to circumvent CAPTCHA or human-verification measures

-        Respond truthfully to queries about Agent status

-        Not deceive systems into thinking interactions are human

Respect Restrictions:

-        Honor all directives to cease access

-        Comply with rate limits and technical controls

-        Not bypass or circumvent security measures

-        Stop immediately if requested

12.4 Restricted Agent Activities

Agents may NOT:

-        Scrape or extract data from the Services

-        Engage in automated purchases without authorization

-        Access non-public areas or restricted content

-        Interfere with Services availability

-        Impersonate human users

-        Engage in automated review posting

-        Conduct automated testing without permission

12.5 Agent Suspension

We may immediately:

-        Block Agent access

-        Suspend or terminate associated accounts

-        Prohibit future Agent access

-        Report Agent misuse

13. Third-Party Links & Services

13.1 External Links

Our Services may contain links to third-party websites and services we don't operate or control.

We are NOT responsible for:

-        Content on third-party websites

-        Accuracy or completeness of information

-        Privacy practices or policies

-        Security or functionality

-        Products or services offered

-        Any harm or damage from third-party sites

13.2 Third-Party Policies

You acknowledge:

-        Third parties have their own terms and privacy policies

-        We do NOT endorse third parties or their practices

-        Your use of third-party services is at your own risk

-        We have no control over third-party conduct

Before engaging with third parties:

-        Review their terms and policies

-        Understand their practices

-        Evaluate their credibility and security

-        Make informed decisions

13.3 No Endorsement

Links to third parties do NOT indicate:

-        Our approval or endorsement

-        Our affiliation or partnership

-        Our responsibility or liability

-        Accuracy or quality of their offerings

13.4 Third-Party Integrations

If we integrate third-party tools, services, or content:

-        Their terms and policies apply

-        We have limited control over their practices

-        We cannot guarantee their security or accuracy

-        Report issues directly to the third party

14. Shopify Relationship

14.1 Platform Provider

Our Services are powered by Shopify Inc. ("Shopify"). Shopify:

-        Provides platform hosting and technology

-        Processes personal data about your use

-        Collects analytics and performance data

-        May process data through sub-processors

14.2 Shopify's Role

Shopify does NOT:

-        Control product selection or pricing

-        Handle customer service or disputes

-        Process returns or refunds

-        Ship products to you

-        Responsible for product quality

One Stop Render Supplies is responsible for:

-        Product selection and quality

-        Pricing and promotions

-        Customer service and support

-        Processing returns and refunds

-        Shipping and delivery

14.3 Shopify Liability Exclusion

You acknowledge and agree:

-        You purchase products directly from One Stop Render Supplies, not Shopify

-        Shopify is not a party to sales transactions

-        Shopify is not responsible for:

-        Product quality or defects

-        Shipping delays or failures

-        Injuries or damage from products

-        Disputes or disagreements

-        Your use of the Services

You expressly release Shopify from all claims, damages, and liabilities arising from:

-        Your transactions with us

-        Your use of the Services

-        Products purchased through the Services

-        Any harm or injury

14.4 Shopify Privacy & Policies

Privacy: Shopify's privacy practices are covered in:

-        Shopify Consumer Privacy Policy: https://www.shopify.com/legal/privacy/app-users

-        Shopify Privacy Portal: https://privacy.shopify.com/en

Legal Notices: Review Shopify's terms at: https://www.shopify.com/legal

15. Privacy & Data Protection

15.1 Privacy Policy

All personal information is handled according to our Privacy Policy

Key Points:

-        We collect limited data for order fulfillment and service

-        Data is protected with security measures

-        Data is not sold to third parties

-        You have rights to access and control your data

-        See full Privacy Policy for complete information

15.2 Cookies & Tracking

Our Services use cookies and tracking technologies:

-        Essential cookies for security and functionality (required)

-        Analytics cookies to understand usage patterns

-        Marketing cookies for targeted advertising (optional)

Cookie Consent:

-        We obtain consent via cookie banner

-        You can customize preferences anytime

-        See our Cookie Policy for details

15.3 Data Security

We implement reasonable security measures:

-        HTTPS encryption for data in transit

-        Encryption for stored data

-        Access controls and authentication

-        Regular security assessments

-        Incident response procedures

Limitations: No security is perfect. We cannot guarantee absolute protection.

15.4 GDPR & Data Rights

If you live in the UK or EU, you have rights including:

-        Right to access your data

-        Right to correct inaccurate data

-        Right to delete your data

-        Right to data portability

-        Right to object to processing

-        Right to lodge complaints

See our Privacy Policy for details on exercising these rights.

16. Payments & Payment Security

16.1 Payment Methods

Accepted Methods:

-        Credit cards (Visa, Mastercard, American Express)

-        Debit cards

-        PayPal (if available)

-        Other payment processors (as offered)

16.2 Payment Processing

Security:

-        All payment data is encrypted

-        We comply with PCI DSS standards

-        Payment processing is handled by secure providers

-        Your card details are not stored on our servers

Authorization:

-        By providing payment information, you authorize charges

-        Charges will appear on your statement

-        Multiple charges (for multiple items) may appear separately

16.3 Failed Payments

If your payment fails:

-        You will be notified

-        Your order will not process

-        You must resubmit payment

-        We may cancel orders if payment fails repeatedly

16.4 Chargebacks & Disputes

Chargebacks:

-        Disputed charges should be handled with your card issuer

-        Notify us of billing errors within 14 days

-        We will investigate and respond

Fraud Prevention:

-        We may request verification for suspicious orders

-        We may place holds on orders pending verification

-        We use fraud prevention tools

-        We reserve the right to decline suspicious orders

17. Complaints & Dispute Resolution

17.1 How to Complain

If you have a complaint:

Step 1: Contact Us

-        Email: info@onestoprender.co.uk

-        Phone: +44 7955 544999

-        Mail: One Stop Render Supplies Ltd (company number 16922752), Unit 4 Slough Business Centre, Bristol Way, Stoke Gardens, Slough, SL1 3TD

What to Include:

-        Your order number

-        Description of the issue

-        What you want us to do about it

-        Any supporting evidence (photos, emails, etc.)

Timeline: We will respond within 14 days.

17.2 Complaint Resolution Process

Stage 1: Investigation (14 days)

-        We investigate your complaint

-        We may request additional information

-        We will update you on progress

-        We will provide our response

Stage 2: Appeal (if unsatisfied) (14 days)

-        Request review of our decision

-        Provide additional information if applicable

-        We will reconsider and respond

Stage 3: External Resolution

-        If still unsatisfied, you can escalate to:

-        Consumer Rights bodies

-        Trading Standards

-        Citizens Advice Consumer Service

-        Online Dispute Resolution platform

17.3 Online Dispute Resolution

For Distance Purchases: The EU/UK provides an Online Dispute Resolution (ODR) platform:

-        Platform: https://ec.europa.eu/consumers/odr/

-        Use for disputes with cross-border merchants

-        Free dispute resolution service

17.4 Small Claims

For Claims Under £10,000:

-        Small claims court (England & Wales)

-        Sheriff court (Scotland)

-        County court (Northern Ireland)

-        No solicitor typically required

18. Cancellation Rights (UK Consumer Law)

18.1 Statutory Cancellation Right

You have the right to cancel this contract within 14 days without giving reason.

Period starts: The day after delivery

Exceptions: Some products cannot be cancelled:

-        Made-to-order or custom items

-        Sealed/opened construction materials

-        Perishable items

-        Digital products (once downloaded)

18.2 How to Cancel

Send us:

-        Email: info@onestoprender.co.uk

-        Or phone: +44 7955 544999

-        Include your order number

-        State "I wish to cancel this contract"

Timeline: Your notice must arrive within 14 days of delivery.

18.3 Return & Refund

You must return the item within 14 days of notifying us of cancellation.

You pay return shipping (unless item was faulty or our error).

Refund timeline:

-        We inspect the item (3-5 days)

-        We process the refund (5 days)

-        Your bank processes (3-5 days)

-        Total: 10-15 days

See our Return & Refund Policy for full details

19. Force Majeure

19.1 Unforeseen Circumstances

We are not liable for delays or failures caused by events beyond our reasonable control, including:

-        Natural disasters: Earthquakes, floods, storms, extreme weather

-        Pandemic/epidemic: COVID-19, health crises, public health emergencies

-        War/terrorism: Armed conflict, terrorist acts, civil unrest

-        Government action: Lockdowns, travel bans, regulatory changes

-        Utility failures: Power outages, internet disruptions, telecom failures

-        Labor disputes: Strikes, lockouts, labor actions

-        Supplier failures: Supplier bankruptcy, supply chain disruptions

-        Third-party actions: Courier failures, shipping delays, external sabotage

19.2 Our Obligations

During force majeure:

-        We will notify you of delays

-        We will make reasonable efforts to resume service

-        We will update you on status

-        We will attempt alternative solutions

You remain obligated to:

-        Pay for orders accepted before force majeure

-        Accept delayed deliveries when service resumes

-        Work with us on solutions

20. Termination & Account Closure

20.1 Termination by Us

We may terminate this agreement or your account access:

-        At any time, for any reason

-        Without prior notice

-        In our sole discretion

-        If you breach these Terms

-        If you violate any law

Effect: You lose access to account, but remain liable for unpaid amounts.

20.2 Termination by You

You may terminate by:

-        Contacting us in writing

-        Requesting account deletion

-        Ceasing use of Services

Effect: No future charges, but existing orders continue.

20.3 Surviving Provisions

These sections survive termination:

-        Intellectual Property

-        Limitation of Liability

-        Indemnification

-        Disclaimer of Warranties

-        Governing Law

-        Dispute Resolution

-        Any obligations that should continue

20.4 Post-Termination

After termination:

-        You may no longer access your account

-        We may delete account data (after reasonable period)

-        Outstanding charges remain due

-        You remain liable for orders placed

-        We retain records as required by law

21. Indemnification

21.1 Indemnity

You agree to indemnify, defend, and hold harmless:

-        One Stop Render Supplies Ltd

-        Our employees, officers, directors, affiliates

-        Shopify and its affiliates

-        Our service providers and partners

From any losses, damages, claims, or liabilities, including attorney fees, arising from or related to:

1.     Your breach of these Terms or policies

2.     Your violation of any law or third-party rights

3.     Your use of the Services or products

4.     Your content or feedback posted on Services

5.     Your account or account activity

6.     Claims by third parties against us related to your conduct

21.2 Your Defense Obligation

You agree to:

-        Cooperate fully in our defense

-        Provide documents and information as requested

-        Participate in resolution efforts

-        Pay for any judgment or settlement

-        Bear costs of defense at our discretion

22. Severability

22.1 Invalid Provisions

If any provision of these Terms is found to be:

-        Unlawful, void, or unenforceable

-        Violates public policy

-        Unenforceable in your jurisdiction

That provision will:

-        Be severed from the agreement

-        Be enforced to the extent permitted by law

-        Not affect other provisions

-        Be replaced with a valid provision

Remaining Terms: The rest of the Terms remain in full force and effect.

23. Waiver

23.1 Non-Waiver

Our failure to enforce any right or provision does NOT constitute a waiver of that right.

Waiver Examples:

-        Not enforcing a provision once doesn't waive it permanently

-        Accepting late payment doesn't waive payment terms

-        Delaying action on a breach doesn't waive rights

-        Tolerating one violation doesn't permit others

Waiver Requirement: Any waiver must be in writing and signed by us.

24. Entire Agreement

24.1 Complete Agreement

These Terms, together with:

-        Our Privacy Policy

-        Our Return & Refund Policy

-        Our Shipping Policy

-        Any other policies referenced

Constitute the entire agreement between you and us regarding:

-        Your use of the Services

-        Purchase of products

-        All related matters

This agreement supersedes:

-        All prior agreements and understandings

-        Previous versions of Terms

-        Oral promises or representations

-        Communications (written or verbal)

24.2 No Third-Party Beneficiaries

Only you and One Stop Render Supplies are parties to this agreement. Third parties (including Shopify) have no rights under these Terms unless expressly stated.

25. Assignment

25.1 Your Rights

You may NOT:

-        Assign, transfer, or delegate your rights or obligations

-        Attempt to sublicense any rights

-        Transfer your account to another person

-        Any attempted assignment is void

25.2 Our Rights

We may transfer, assign, or delegate our rights and obligations:

-        Without your consent

-        Without prior notice

-        To affiliates or third parties

-        In connection with business transfers (merger, acquisition)

26. Amendments & Changes

26.1 Modification Rights

We reserve the right to:

-        Update these Terms at any time

-        Change any provision

-        Modify policies and procedures

-        Adjust fees or charges

-        Add new terms or conditions

26.2 Notice of Changes

Material Changes:

-        We will notify you of material changes

-        Notice may be by email, website banner, or in-app notification

-        Notice will specify effective date

-        You will have opportunity to review new Terms

Minor Changes:

-        May be made without notice

-        Effective immediately upon posting

-        You should check periodically

26.3 Acceptance

Continuing to use the Services after changes constitutes acceptance of the modified Terms.

If you don't accept changes, you should stop using the Services.

27. Governing Law & Jurisdiction

27.1 Governing Law

These Terms are governed by and construed in accordance with:

-        The laws of England and Wales

-        NOT governed by conflict of law principles

-        Application of laws of other jurisdictions is excluded

27.2 Jurisdiction & Venue

Legal proceedings:

-        Shall be brought exclusively in courts of England and Wales

-        You submit to jurisdiction of these courts

-        You waive objections to venue or jurisdiction

-        One Stop Render Supplies may pursue action in any court

27.3 Dispute Resolution

Before pursuing court action, we encourage:

-        Direct negotiation: Contact us to resolve dispute

-        Mediation: We may suggest mediation

-        Regulatory bodies: Escalate to Trading Standards or Citizens Advice

28. Accessibility & Language

28.1 Language

These Terms are in English. Any translations are for convenience only. In case of conflict, the English version controls.

28.2 Accessibility

We strive to make the Services accessible to all users. If you have accessibility concerns:

-        Contact us at info@onestoprender.co.uk

-        We will work to accommodate your needs

-        Let us know how we can improve accessibility

29. Contact Information

29.1 General Inquiries

For questions about these Terms or the Services:

One Stop Render Supplies Ltd

📧 Email:
info@onestoprender.co.uk

📞 Phone:
+44 7955 544999

📬 Mailing Address:
One Stop Render Supplies Ltd (company number 16922752)
Unit 4 Slough Business Centre
Bristol Way, Stoke Gardens
Slough, SL1 3TD
United Kingdom

🌐 Website:
www.onestoprender.co.uk

29.2 Customer Service

Hours: Monday-Friday, 9:00 AM - 5:00 PM (GMT)

Response Time: We aim to respond within 24 business hours.

29.3 Legal Notices

Service of Notices:

-        Notice sent to our address above

-        Email to info@onestoprender.co.uk

-        Posted on the Website

-        In-app notification

30. Final Provisions

30.1 Headings

Section headings are for convenience only and do not affect interpretation or meaning.

30.2 Construction

Ambiguities in these Terms shall not be construed against the drafting party (us). Both parties had opportunity to review and negotiate terms.

30.3 Relationship

Nothing in these Terms creates:

-        Partnership or joint venture

-        Agency relationship

-        Employment relationship

-        Fiduciary duty

You are an independent customer, not an agent of ours.

30.4 Effective Date & Updates

Effective Date: August 24, 2026

Last Updated: August 24, 2026

Next Review: August 24, 2027

You can view the current version anytime at: www.onestoprender.co.uk/terms

Acknowledgment

By using our Services, you acknowledge that:

-        You have read these Terms

-        You understand the Terms

-        You agree to be bound by them

-        You have had opportunity to ask questions

-        You accept all risks and limitations

Appendix A: Quick Reference

Important Links

-        Privacy Policy: onestoprender.co.uk/policies/privacy-policy 

-        Return & Refund Policy: onestoprender.co.uk/policies/refund-policy

-        Shipping Policy: onestoprender.co.uk/policies/shipping-policy

Key Contact Info

-        Email: info@onestoprender.co.uk

-        Phone: +44 7955 544999

-        Address: One Stop Render Supplies Ltd (company number 16922752), Unit 4 Slough Business Centre, Bristol Way, Stoke Gardens, Slough, SL1 3TD.

Key Rights

-        14-day cancellation right (under UK consumer law)

-        Goods must be of satisfactory quality

-        Goods must be fit for purpose

-        Goods must match description

-        Right to access/correct personal data

-        Right to lodge complaints

-        Right to dispute resolution

Key Obligations

-        Provide accurate information

-        Keep account secure

-        Pay for products

-        Accept delivery terms

-        Follow usage rules

-        Respect intellectual property

Thank you for shopping with One Stop Render Supplies Ltd.

These Terms and Conditions are compliant with UK consumer law, Google policies, and international standards.

Version 2.0
Effective: August 24, 2026
Next Review: August 24, 2027