Terms and Conditions

Terms and Conditions

1. About us

This website is operated by Prolinx Suspension Ltd (“Prolinx”, “we”, “us” or “our”).

Company number: 07088424
VAT registration number: GB 666 5971 81

Company address:
Dingle Cottage
Stanner
Kington
Herefordshire
HR5 3NL
United Kingdom

Trading, correspondence and returns address:
Prolinx Suspension Ltd
The Old Workshop
Fieldstyle
Forest Road
Kinnerton
Presteigne
Powys
LD8 2PF
United Kingdom

Email: info@prolinx.biz
Telephone: 01547 560039
International: +44 1547 560039
Website: www.prolinx.biz

2. Scope of these terms

These terms apply to orders for goods and services placed through our website or otherwise agreed with us where these terms are supplied before the contract is made.

Please read these terms before ordering and retain a copy.

You are a consumer if you are an individual buying wholly or mainly for purposes outside your trade, business, craft or profession. Otherwise, you are a business customer.

Some provisions apply specifically to consumers or business customers. Nothing in these terms excludes or restricts rights that cannot lawfully be excluded or restricted.

You must be at least 18 years old to place an order. If you order on behalf of a business, you must have authority to bind that business.

3. Orders, prices and payment

Please check your order carefully, including part numbers, quantities, vehicle details and delivery information.

Your order is an offer to purchase. A contract is formed when we confirm acceptance of your order. An automated acknowledgement confirming receipt of an order is not, by itself, acceptance unless it expressly states otherwise.

If we cannot accept your order, we will notify you and refund any payment taken for it without undue delay.

Prices, applicable VAT and delivery charges will be provided before you commit to buying. Where trade prices are displayed excluding VAT, this will be clearly identified and the applicable VAT will be shown before the order is placed.

If we identify a pricing or description error before accepting your order, we will explain the correction and ask whether you wish to proceed. We will not charge an increased price without your agreement.

Payment methods and payment timing will be shown at checkout or agreed with you before the contract is made. Unless separate credit terms have been agreed, payment is required before dispatch or release of completed work.

Any deposit, inspection charge or other additional charge will be explained and agreed before it becomes payable.

4. Product information and suitability

We aim to provide accurate descriptions, specifications and compatibility information. Product photographs may illustrate a range or typical installation; the agreed description and specification determine what we supply.

Please tell us about relevant vehicle modifications, intended use and any particular requirements when asking us to recommend a product. This may include vehicle model and year, suspension lift, mounting arrangements, loads and competition use.

If you are unsure whether a part is suitable, contact us before ordering.

Where you reasonably rely on our advice about suitability, nothing in these terms removes our responsibility for that advice or your applicable legal rights.

Suspension components must be installed, adjusted and maintained by a competent person in accordance with the relevant instructions. Products identified as being for competition or off-road use must only be used in accordance with their stated limitations.

We will not substitute a materially different product or specification after accepting your order without your agreement.

5. Workshop-built and bespoke products

Some products are assembled, configured or prepared in our workshop before dispatch. The relevant product description or quotation will explain this and provide an estimated lead time.

Availability of components does not necessarily mean that a completed workshop-built product is ready for immediate dispatch.

A standard specification assembled to order, a special-order item or an item obtained from a supplier specifically for your order is not automatically a bespoke or personalised product.

Where goods are genuinely made to your individual specifications or clearly personalised, the consumer change-of-mind cancellation right may not apply. We will identify this before you place the order.

This exception does not affect your rights if the goods are faulty, incorrectly supplied or otherwise fail to meet the contract.

6. Delivery and collection

Delivery charges, available destinations and estimated lead times will be provided before you order. Any agreed delivery deadline will form part of your contract.

For consumer orders, unless a different delivery period has been agreed, we will deliver without undue delay and within 30 days of the contract being made.

If a delay occurs, we will contact you with the available information and discuss the next steps.

If you are a consumer and we miss an essential agreed delivery deadline, refuse to deliver, or fail to deliver within an appropriate additional period you give us, you may have the right to end the contract and receive a refund. Your other legal remedies remain unaffected.

For consumer deliveries arranged by us, goods remain our responsibility until they are physically received by you or someone you nominate. If you independently appoint a carrier that we have not offered, responsibility passes when the goods are handed to that carrier.

Please tell us promptly about missing, damaged or incorrect deliveries so that we can investigate. A delay in reporting does not automatically remove your legal rights.

Ownership of goods passes when we have received full payment.

For collection orders, please wait until we confirm that the goods or completed work are ready.

7. Consumer cancellation rights for goods

This section applies to consumers buying at a distance, including through our website, by telephone or by email, where a statutory cancellation right applies.

You may cancel without giving a reason from the time you place your order until 14 days after the day you, or a person nominated by you, receives the goods.

If one order is delivered in separate deliveries, the cancellation period normally ends 14 days after the day the last item is received.

To cancel, tell us clearly by email, telephone or post using the details in section 1. You may use the cancellation form at the end of these terms, but you do not have to.

It is sufficient to send your cancellation before the cancellation period expires. Please include your name, order number and the goods concerned where possible.

Unless we have agreed to collect the goods, you must send them back without undue delay and no later than 14 days after telling us that you are cancelling.

You are responsible for the direct cost of returning goods when you change your mind, provided we informed you of that responsibility before the contract was made. For goods that cannot normally be returned by post, we will provide the return cost or a reasonable estimate before you order.

Please package returns securely and retain proof of sending. Original packaging is helpful, but opening packaging does not, by itself, remove your cancellation right.

You may inspect goods as you reasonably would in a shop. Where permitted by law, we may deduct an amount reflecting a reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Fitting or using a component may cause such a reduction.

We do not charge an administration or restocking fee when you exercise your statutory cancellation right.

The exception for genuinely bespoke or personalised goods is explained in section 5.

If a statutory deadline is extended by law because it falls on a weekend or public holiday, that extension applies.

8. Refunds following consumer cancellation

If you cancel the whole order under section 7, we will refund the payments received for that order, including the cost of our least expensive standard delivery option. Any additional amount paid for an enhanced delivery service does not have to be refunded.

Any lawful deduction for diminished value will be explained.

We will refund you without undue delay and within 14 days after receiving the returned goods or, if earlier, receiving evidence that you have sent them back.

If no goods were supplied, or we have offered to collect them, we will refund you without undue delay and within 14 days after being informed of your cancellation.

Refunds will be made using the original payment method unless you expressly agree otherwise. You will not incur a refund fee.

9. Servicing, repairs and other workshop services

We will agree the scope of work and the price, or the basis on which the price will be calculated, before starting.

Where inspection or dismantling is necessary before we can quote for repairs, any charge for that initial work will be explained and agreed in advance.

If additional work or parts are required, we will seek your approval before incurring additional charges.

We will perform services with reasonable care and skill, within the agreed period or, if no period has been agreed, within a reasonable time.

Consumer cancellation of service contracts

For a service contract made at a distance, you normally have 14 days after the day the contract is made to cancel without giving a reason.

If you want work to begin during that period, we will ask for your express request. Accepting these terms alone is not a request for work to start early.

If you then cancel before the service is complete, you may have to pay a proportionate amount for work supplied up to cancellation, but only where the legal information and consent requirements have been met.

You lose the cancellation right for a fully performed service only where you expressly requested early performance and acknowledged beforehand that the right would be lost once the service was fully performed.

Where an order includes both goods and services, completing the service does not automatically remove any separate cancellation right relating to the goods.

10. Faulty goods, incorrect goods and unsatisfactory services

Please contact us at info@prolinx.biz or on 01547 560039 if there is a problem with your purchase.

Providing your order number, a description of the problem and photographs where useful will help us investigate. A returns reference may assist handling, but is not a condition of exercising your statutory rights.

Consumers

Goods must be as described, of satisfactory quality and fit for a particular purpose made known to us where the law requires this.

If goods do not meet these requirements, your rights may include:

• A short-term right to reject them and obtain a refund, normally within 30 days.
• Repair or replacement without charge, within a reasonable time and without significant inconvenience.
• A price reduction or final right to reject where the legal conditions are met.

These rights depend on the circumstances and continue beyond the change-of-mind cancellation period.

Where you validly reject faulty or incorrectly supplied goods, we will bear the reasonable return costs. Please contact us so we can arrange a suitable return method.

Refunds due following rejection of faulty goods will be made without undue delay and within 14 days after we agree that you are entitled to the refund.

If our services do not meet the contract, you may be entitled to repeat performance or an appropriate price reduction, together with any other remedies available by law.

Warranties and causes of damage

Any manufacturer’s or additional commercial warranty is separate from your statutory rights. You may contact us about your rights against us; you are not required to deal only with the manufacturer.

We are not responsible for a fault to the extent that it is caused by misuse, accidental damage, incorrect installation by someone other than us, unauthorised modification, inadequate maintenance or normal wear and tear, rather than a failure by us to meet the contract.

Competition use, installation or removal of packaging does not, by itself, remove rights relating to goods that failed to meet the contract.

11. Business customer cancellations and returns

This section applies only to business customers.

Consumer cooling-off rights do not apply to business purchases.

For website orders, you may cancel before shipping begins by contacting us by telephone or email. A cancellation administration charge of £10 or 2% of the total order price, whichever is higher, applies to such business cancellations, except where cancellation results from our breach of contract.

Requests to return non-faulty goods after delivery must be made within seven days of receipt. Acceptance is subject to our agreement. Goods must be unused, complete, in their original packaging and suitable for resale.

Unless agreed otherwise, business customers are responsible for the cost of returning non-faulty goods.

Please report faulty, damaged or incorrectly supplied goods promptly. We will investigate and provide the remedy required by the contract and applicable law. The seven-day period for requesting a discretionary return does not exclude rights concerning faults that could not reasonably have been identified within that period.

Any separately agreed written trade terms take precedence where they expressly vary this section.

12. Overseas orders

We will confirm whether we can supply to your destination and provide the applicable delivery charges before accepting the order.

Unless our quotation states otherwise, overseas customers are responsible for import duties, local taxes and customs clearance charges payable in the destination country. We will explain this before you commit to the order.

Please check any local requirements relevant to your intended installation or use. This does not remove our own legal responsibilities or any mandatory consumer protection that applies to your purchase.

13. Liability

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be excluded or limited.

Consumers

We are responsible