Terms & Conditions

Last updated 20/05/2024

Only Frets Terms & Conditions:

At Only Frets our aim is to  help all consumers.

We’ve kept our Terms and Conditions as clear as possible, and give you all the information we can about your online or in-store transactions so that you completely understand the whole process, from order to delivery and beyond. It’s really important to us that your online/telesales shopping experience meets expectations, so please spend a few minutes and read on. You’ll need to accept our T’s & C’s every time you make a purchase – they might change from time to time, so do check the date at the top of the page.

Our contract after you have ordered:
Firstly, don’t panic if you make any mistakes during your order, you can correct any input errors right up until you confirm payment. Once you’re happy everything is correct and you’ve submitted an order you’ll be given an Order Reference Number and details of the products (and/or services) you have ordered. You’ll then receive an email headed ‘Order Acknowledgement’ recognising receipt of your order. We will then send a further email headed ‘Order Confirmation’. This second email also lets you know how your products will be delivered to you. If we have to cancel all or part of your order for any reason, we will email you to let you know.

If you have placed an order by telephone and you don't have an email address, we'll give you the Order Reference Number over the phone and post you a copy of your receipt.

We take all reasonable steps to ensure all details, descriptions and prices of products and services are correct at the time the information was entered onto the system. Sometimes we have to hold our hands up and admit we have made a mistake by unintentionally publishing inaccurate information on the site (e.g. the price, description or availability of a product you have ordered). In this instance we may have to cancel your order at any time, even if you have received your Order Confirmation email, and you will receive a full refund of any charges already paid.

If you choose our Collect In Store service you will be given a reference number and details of your order. You will be asked to pay online and provide a copy of the confirmation email at the time of collection.

Prices and payments
We are based in the UK and all our prices are in UK pounds. The total cost of your order will be the price of the products you order and the delivery charge (if any). This will be clearly laid out in your Shopping Basket before you submit an order. Payment is deducted once an order is submitted.

When deciding whether to accept your order we may use certain information about you, including any received from our accredited identity verification partner. For example, we may pass on your details for them to check against certain public and private databases. This will help to protect you and us from fraudulent activities.

If we identify a transaction as being potentially fraudulent we may ask our courier to return the goods to our warehouse, we may cancel your order even though you will have received the Order Confirmation email.

Restrictions - age requirements and limits on orders
Some of our products have a minimum age requirement and by ordering you are confirming that you are of the required age. Your age may be checked using an approved age verification service.
Some additional products also carry a maximum product limit per customer in a 90 day period.
Where these product restrictions apply the relevant products will be highlighted on the product display page.

Delivery
You’ll find all the finer details about our delivery (including where we deliver to) here.

Missing, damaged or incorrect orders
We want you to be absolutely satisfied with your product and would recommend that, where practicable, you unpack and check it for damage as soon as it arrives. If you receive a damaged product please contact us as soon as the damage is discovered via our email address at info@onlyfrets.com

We do everything we can to ensure your order arrives at your door complete and in pristine condition. If you don’t receive all your products at once, you can check that they have been dispatched using our tracking facility detailed in the confirmation email. If it’s not on its way, you can chat now to one of our helpful colleagues using our email address. In the unlikely event that the product is faulty, please follow the instructions in the delivery documents.

Returns and after sales policy
If you purchased online, you can return your item within 30 days even if you have opened it for inspection. It must be returned as new and where possible, in its original packaging. If you purchased in store, you can return your item within 30 days in its unopened and sealed packaging along with proof of purchase (excludes paint).

Following The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, we will accept items back even if you have opened the goods to inspect them. You are entitled to a refund as long as you inform us of your decision to cancel within 14 calendar days from the day after delivery of the goods. You can examine the goods as you would in a shop but to obtain a full refund you must not start using them, install them or input any data/software. The goods must be in an ‘as new’ condition and returned in the original, undamaged packaging, along with any accessories and free gifts received with them.

There are three ways to refund/cancel your purchase
•    You can return the product to one of our stores* with your emailed receipt and, if applicable, the card you paid with. When returning opened products to us, you should do so without undue delay and, in any event, not later than 14 days from the day on which you communicate to us your decision to cancel and within 30 days of delivery.
•    To cancel your order, email our staff at info@onlyfrets.com
Please note: our stores are unable to process a return for PayPal orders our stores can only offer an exchange or gift card.

Please also note: if you’re returning an item you paid for by PayPal, our store can provide an exchange or gift vouchers but not a refund. To receive a refund for a PayPal purchase, please arrange a return by contacting us.
Once we have received the goods back from you, we will give you a refund for the cost of the product plus the delivery charge paid (except for the additional costs arising if you selected a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the refund for any loss in value of the goods if the loss is a result of any unnecessary handling by you.

Refunds can take up to 10 days to be credited to your payment card once we’ve received your returned item.

We cannot refund/cancel your purchase if
•    You return your product to a store without proof of purchase
•    There is a contract for services with the product and you have started using the services; this would include, for example, any subscriptions.
•    The seal has been broken on any paint products.
•    The goods were a special order to your specification.

Digital Downloads
If your download is faulty we're happy to give you an exchange or refund. Otherwise, this item is non-refundable and cannot be returned for a change of mind refund. Customers purchasing online have 14 calendar days from receipt to change their mind. However, if you purchase digital content and agree and consent to the immediate performance of the contract, you will not be able to ask for a refund.

Faulty goods
We understand that items may from time to time develop faults. We will offer either a repair, exchange or refund if the fault occurs within 30 days of purchase (or delivery or installation). If the fault with your product occurs within its guarantee period (normally 12 months from delivery) we will offer you a prompt repair service*. In all cases we reserve the right to inspect the product and verify the fault.

For a refund or exchange, the product must be in otherwise ''as new'' condition, complete with any accessories and free gifts offered and if possible, with the original box and packaging.

To return a product you can either:
•    Take it to the Only Frets store (please note, our stores are not able to process returns in store for Online Only large kitchen appliances, gym equipment, mobile phone contracts bought online and items purchased online using Your Plan credit. If you’re returning an item paid for via PayPal, the store can provide an exchange or gift voucher but not a refund), OR
•    Arrange a return by contacting our our team either by email at info@onlyfrets.com or via telephone on 01484 767917

Refunds for faulty goods include the applicable delivery charge and you will not be charged for collection. Replacement goods if sent, will be by standard delivery. If a fault occurs while you are abroad, please contact us to discuss how we can assist.
We do not cover faults caused by accident, neglect, misuse or normal wear and tear. Consumable items.
Items sold on this website are generally intended for normal domestic and consumer use and not for resale or commercial use. If we arrange to collect goods from you it will be at our cost.

*Often repairs will be carried out by the manufacturers’ own repair agents with whom we have arrangements in place to ensure your product is repaired by skilled and qualified engineers. If we refer you to such a repair centre when you call us, please be assured this is only in the best interest to get you up and running again. If you’re not happy with their service we urge you to let us know.

For all returns and after sales service, please look for the Need Help button on this page, click it and you will be able to chat to one of our team who will be able to assist you.

THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM TRADING STANDARDS OR CITIZENS ADVICE CONSUMER SERVICE.

This website
We, our Group of companies and our suppliers own the copyright, trademarks and all other intellectual property rights in all material and content on this website, which you may use, download, copy, publish, transmit or otherwise make available by any other means only for your own personal, non-commercial use. Any other use or reproduction of the material or content is strictly prohibited.

You may not create any link to this website without our prior written consent, nor may you restrict or inhibit the use or enjoyment of it by anyone else.

General
These terms and conditions, and all transactions relating to this website and all non-contractual obligations arising from any transaction carried out on this website are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these terms and conditions.

Your data protection rights are set out in our Privacy Policy

Additional terms and conditions may apply for prize competitions and our added value services and offers. If so, you will be alerted to them at the relevant juncture.

These terms and conditions only cover the Only Frets website. Any other websites to which you link from this site are governed by their own terms and conditions. We accept no responsibility or liability for the content or operation of websites which are not under our control. We are required by law to tell you that sales can be concluded in English only and that no public filing requirements apply. We acknowledge we have a legal duty to supply goods that are in conformity with a contract.

Only Frets is a trading name of Berlant Electric Instruments Limited.

Only Frets Retail Terms & Conditions

Terms and conditions for purchase of goods and services
Please note, these terms apply where your invoice has a transaction number and refers to terms and conditions on this website.

By purchasing or ordering the Goods and/or Services, you agree to be bound by the terms and conditions set out below. Before placing your order, if you have any questions relating to these Conditions please contact us by calling us on +441484 767895. Note: Only Frets Retail store purchases must be returned in store. You won’t be able to return store purchases online.

"Conditions" means these terms and conditions;
"Goods" means any goods you purchase under these Conditions;
"Non-subscription Services" mean any Services other than Subscription Services;
"Personal Information" means the details provided by you to us;
"Services" means any services you order or otherwise purchase under these Conditions;
"Subscription Services" means Services to which you subscribe on an ongoing basis, for example technical support Services;
"Us/our/we" means Only Frets which is a trading name Berlant Electric Instruments Limited (Company Number: 12973187). The registered office address is Unit 10, Nortonthorpe Mills, Wakefield Road, Scissett, Huddersfield, West Yorkshire, HD8 9LA
"Website" means either one of the websites located at www.onlyfrets.com or any other URL which may replace it; and
"You/Your" means the person ordering or otherwise purchasing the Goods or Services.
 
1. Rights and Obligations
1.1. You undertake:
1.1.1. to pay any amounts due to us in a timely manner;
1.1.2. that the Personal Information you provide is true, accurate, current and complete in all respects;
1.1.3. to notify us immediately of any changes to the Personal Information using the contact details in Clause 5.4; and
1.1.4. not to impersonate any other person or entity or to use a false name.
1.2. We reserve the right to modify the price or the content or withdraw, temporarily or permanently, some or all of the Goods or Services available. We also reserve the right to change or add to these Conditions from time to time.
1.3. Unless you have placed an order for any Goods or Services, or you subscribe to any Subscription Services, by the time such a change takes effect, we shall not be obliged to give you notice of any such modification or withdrawal.
1.4. From time to time we may also have to make changes in the specification of any Good or Service:
1.4.1. to make it conform with any applicable safety or other statutory requirements; or
1.4.2. to make it reflect changes in the manufacturer's specification, but we will endeavour to ensure that such changes do not reduce the quality or performance of such a Good and/or Service. Where you have placed an order for the affected Good and/or Service and such changes are substantial, we will notify you in advance to ensure that you still wish to proceed with any order that you have placed.
1.5. Goods and Non-subscription Services:
1.5.1. You will be subject to the policies and Conditions in force at the time you order or otherwise purchase the Goods or Non-subscription Services, unless we are legally obliged to make changes to these Conditions that apply retrospectively. If this happens, these changes will apply to any orders we have not yet fulfilled when the changes took effect, even if your order was placed previously.
1.5.2. We shall not withdraw or modify to your substantial detriment any of the Goods or Non-subscription Services for which we have accepted an order from you, other than where such modification or withdrawal is required as a result of events outside of our reasonable control. We will take reasonable care to ensure all details, descriptions and prices of products and services are correct at the time the information was entered onto our system.
1.5.3. The purchase of software products is subject to your acceptance of the terms of any end user and/or licensing agreement(s) relating to such software.
1.5.4. We are under a legal duty to supply Goods that are in conformity with these Conditions.
1.6. Subscription Services only:
1.6.1. If you subscribe to Subscription Services, we will give you prior notice of any withdrawal of or changes to the Subscription Services or these Conditions.(i) where these changes are to your substantial detriment (which shall include but not be limited to an increase in the price of your Subscription Services of more than 10%), you can choose to cancel any unused portion of the Subscription Services without penalty before any such changes take effect. Your continued subscription to the Subscription Services following such change taking effect shall be deemed to be your acceptance of such change. (ii) Your right to cancel under Clause 1.6.1 (i) above does not apply where:(a) any price increase in relation to the Subscription Services does not exceed the Retail Price Index figure, the Consumer Price Index figure or similar in any twelve month period; or (b) the increase is as a result of any increase in VAT or other taxes or the introduction of a similar or new tax on the Subscription Service.
1.7. Estimated time frames for delivery of Goods or completion of Services are estimates only and delays may arise due to matters outside of our reasonable control.
1.8. Goods may be subject to EU and US export control laws and laws of the country where they are delivered or used. Under these laws, such Goods may not be sold, leased or transferred to restricted end-users (including to nationals of Cuba, Iran, North Korea, Sudan, and/or Syria) or countries or for restricted end-uses (including uses related to the development, production, use, or maintenance of "Weapons of Mass Destruction", including without limitation, uses related to nuclear, missile, and/or chemical/biological development). If Goods are supplied to you subject to any such Export Laws, such supply is subject to you not falling into any such restricted categories.
 
2. Orders

2.1. Goods and Services are available only to individuals who we, in our absolute discretion, consider eligible. The eligibility criteria include, without limitation, those whose applications are acceptable to us and those who are residents in the UK. Services that come with minimum term contracts are only available to individuals who are 18 years old or over and by ordering or otherwise purchasing such Services, you confirm that you are 18 years old or over.
2.2. When requested by us, you must provide your name, phone number, address, payment details and other requested information.
2.3. Each order placed by you will be treated as an offer to purchase the Goods and/or Services to which your order relates. The contract will only be completed when we dispatch the Goods/commence the provision of the Services (as applicable).
The "confirmation" stage of the checkout process sets out the final details of your order. An order will be placed when you press the "confirm order" button or a similar function. We will then send you an order acknowledgment email detailing the products you have ordered. This is not an order acceptance and will be followed by a second email which confirms your order has been accepted and is on its way - we usually sent this on the next working day.
2.4. You acknowledge that any automated acknowledgement given when you place an online order shall not amount to our acceptance of your offer to purchase.
2.5. We may, at our own discretion, limit, restrict or reject any order you place at any time prior to the contract having been completed. Where this happens, we will attempt to contact you. We also reserve the right to limit or prohibit sales to dealers or to entities that we believe, in our sole discretion, are making use of the Goods or Services for profit.

3. Price and Payment
3.1. The price of the Goods or Services (if any) shall be the price of which we inform you prior to accepting your order. Prices include VAT at current rates unless stated otherwise.
3.2. If you fail to make any payment on the due date then, without prejudice to any other right or remedy we may have, we may:
3.2.1. where you subscribe to Subscription Services, suspend the Services until payment is received and, if you continue to fail to make payment, cancel this agreement; and/or
3.2.2. where you have ordered Goods or Non-subscription Services, cancel this agreement; and/or
3.2.3. in any event, charge you interest (before and after any judgment) on the amount unpaid, at the rate of 2% per calendar month, until payment is made in full (a part of the month being treated as a full month for the purpose of calculating interest).
3.3. You confirm that any payment method you use is yours.
3.4. Payment methods are subject to validation checks and authorisation and we will not be liable for any delay or non-delivery caused by failure of such checks or authorisation.
3.5. Once your Goods have been collected and/or otherwise received by you, all risk of damage to, or loss of, the Goods shall pass to you.
3.6. Irrespective of your receipt of the Goods, the passing of risk or any other provision of these conditions, ownership shall not pass to you until we have payment in full for the Goods.
3.7. Until such time as the ownership passes to you, you shall hold the Goods on our behalf and keep them safe and identified as our property, and we shall be entitled to ask you to return the Goods to us.

4. Cancellation, Returns and Exchanges
4.1. Without prejudice to our rights under Clause 1 above, if either party breaks the terms of these Conditions in any material way, the other party can terminate these Conditions by giving the other party 7 days' written notice.
4.2. In certain situations, we may be prepared to give you a refund or exchange for Goods if you change your mind. For details on our Returns and Exchange Policy please visit, call us on 01484 767895 or ask in store for details.
4.3. Subscription Services only:
4.3.1. Subject to Clauses 4.3.2 and 4.3.3 and without prejudice to Clause 4.1 above or to any other rights we have under the terms of these Conditions, either party can terminate this agreement at any time by giving the other party no less than 30 days’ written notice.
4.3.2. If Subscription Services come with a minimum term contract, without prejudice to our rights in Clauses 1 and 4.1 above, we will not terminate the Subscription Services during such a minimum term.
4.3.3. You can terminate the Subscription Services within such a minimum term but if you do so other than in exercising your rights under Clauses 1.6.1 and 4.1, we may charge you a cancellation fee.
4.4. Goods and/or Services ordered online or over the phone only
4.4.1. Consumers ordering Goods or Services at a distance (such as via telephone or online) have certain cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
4.4.2. You may cancel any order for Services any time within 14 calendar days from the commencement of the contract for such Services. However, you may not cancel once we have started providing any part of such Services to you with your agreement.
4.4.3. You may cancel any order for Products other than audio or video recordings or software at any time within 14 calendar days from the day after receiving such Products, without liability to us.
4.4.6. You may cancel your order by calling us on +44 1484 767917 or by going into store if bought in store. Any cancellation notice must be given before the end of the 14 calendar days period referred to above.
4.4.7. If you cancel an order for Goods, they must be returned to us within 14 days of you informing us of your wish to cancel, complete (with any accessories, leads or other items provided with the Goods) and undamaged, with proof of purchase. If you fail to return the Goods in this manner, we may charge you the costs we incur in recovering the Goods from you (which may be substantial) or the stand alone retail value of any missing or damaged items.
4.4.8. Unless collection of the Goods has been arranged, you must return the Goods by sending them to Direct Returns, Only Frets Unit 10, Nortonthorpe Mills, Wakefield Road, Scissett, Huddersfield, HD8 9LA at your cost. It is your responsibility to ensure that the Goods are received by us and we recommend using Special Delivery where appropriate. Please see online at for further details of our returns policy.
4.4.9. Where we have agreed to collect the Goods from you, you must ensure that they are available for collection at the time arranged.
4.4.10. You shall be under a duty to take reasonable care of the Goods until received or collected by us and it is your responsibility to ensure that the Goods are not damaged whilst in transit using transport arranged by you.
4.4.11. You are entitled to examine any Goods ordered as you would in a shop. However, if you use the Goods, you may lose your right to cancel your purchase. Use would include, but not be limited to using the Goods to make or receive a call, sending or receiving SMS/MMS, connecting to and/or accessing the internet, downloading, or using any functions of the Goods for example amending settings, saving data, adding a contact or appointment, taking a photograph or using an application. We reserve the right to charge you for the value of any Goods returned which have been used or damaged whilst in your possession, up to the full cost price of the Goods.
4.4.12. If you cancel your order in accordance with the provisions of this Clause 4.4, subject to the provisions of Clauses 4.4.7 and 4.4.11 we will refund any sums paid by you in relation to your order (less our costs if we have to recover any Goods from you under Clause 4.4.7) within 14 days of such cancellation, only where the Goods have been returned or evidence of the Goods being returned (in accordance with Clause 4.4.7) is provided to us.

5. Your Personal Information
5.1 Your data protection rights are set out in our Privacy Policy, which sets out how we collect and use your personal information. This can be viewed at www.onlyfrets.com/privacy
 
6. Limitation of Liability

6.1. We will not be liable for any loss or damage caused by us in circumstances where:
6.1.1. there is no breach of a legal duty of care owed to you by us; and/or
6.1.2. such loss or damage is not reasonably foreseeable.
6.2. We will not be liable any loss or damage caused wholly or mainly by your breach of these Conditions.
6.3. Our liability shall not in any event include losses related to any business of a customer including but not limited to lost data, lost profits or business interruption.
6.4. Nothing in these Conditions shall:
6.4.1. exclude or limit our liability for death or personal injury resulting from our acts or omissions or those of our servants, agents or employees; or
6.4.2. Limit your rights as a consumer under applicable UK law.
6.5. All Services are provided on a commercially reasonable basis. Although we will provide the Services with reasonable skill and care, we make no warranty that the Services will meet your exact requirements or that they will always be available.
6.6. The Goods, where new, are sold with the benefit of and subject to the terms set out in any warranty or guarantee given by the manufacturer of the Goods. This is in addition to your legal rights in relation to Goods which are faulty or which otherwise do not conform to the legally required standard.
6.7. Each provision of this Clause 8 operates separately. If any part is disallowed, or is not effective, the other parts will continue to apply even after our agreement has been terminated or cancelled.

7. General

7.1. Events Beyond the Parties' Reasonable Control: If either of us cannot do what we have promised because of something beyond our reasonable control such as lightning, flood, exceptionally severe weather, fire, explosion, war, civil disorder, industrial disputes, acts or omissions of persons for whom we are not responsible, or acts of local or central government or other competent authorities, such party will not be liable for this.
7.2. Third Parties: Nobody but you and us can benefit from these Conditions under the Contracts (Rights of Third Parties) Act 1999.
7.3. Assignment: You may not but we may, assign, charge or otherwise dispose of our rights under these Conditions. Any attempt by you to do so shall be void.
7.4. Governing Law: These Conditions will be governed by English Law and if you are not happy with how we deal with any disagreement and want to take bring court proceedings, you must do so within the UK.
7.5. Each Clause of these Conditions operates separately. If any part is disallowed, or is not effective, the other parts will continue to apply even after our agreement has been terminated or cancelled.
7.6. Call Monitoring: Monitoring or recording of your calls may take place for our business purposes. Calls to our customer service numbers should incur local call costs from a standard BT line, calls from other providers may vary and calls from mobiles may cost significantly more.

8. Handling Complaints and Sending Notices
8.1. If you wish to make a complaint you may do so in the following way:
8.1.1. in writing via email to info@onlyfrets.com
8.1.2. in writing addressed to: Only Frets, Unit 10, Nortonthorpe Mills, Wakefield Road, Scissett, Huddersfield. HD8 9LA
8.2. If you need to send us a notice in relation to these Conditions you can do so in the following way:
8.2.1. by post to Only Frets, Unit 10, Nortonthorpe Mills, Wakefield Road, Scissett, Huddersfield. HD8 9LA or

8.3. Proof of sending does not guarantee our receipt of your notice. You must ensure that you have received an acknowledgement from us which should be retained by you.




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