Terms & Conditions

These Terms and Conditions ("Terms") govern your use of the AI Merchant website and services ("Services"), including the purchase of building materials, trade supplies, and related products. By accessing our website, creating an account, or placing an order, you agree to be bound by these Terms. If you do not agree to these Terms, please do not use our Services. These Terms constitute a legally binding agreement between you ("Customer", "you", or "your") and AI Merchant ("Company", "we", "us", or "our"), a company registered in England and Wales. We reserve the right to modify these Terms at any time. Changes will be effective upon posting to our website. Continued use of our Services after changes constitutes acceptance of the modified Terms.

**2.1 Creating an Account** To place orders, you may need to create an account. You agree to: • Provide accurate, current, and complete information • Maintain and promptly update your account information • Keep your password confidential and secure • Notify us immediately of any unauthorised access • Accept responsibility for all activities under your account **2.2 Trade Accounts** Trade account applications are subject to credit checks and approval. Trade accounts may offer: • Discounted pricing (up to 15% off standard prices) • Credit terms (subject to credit limit approval) • Dedicated account management • Access to trade-only products and services We reserve the right to refuse, suspend, or terminate any account at our discretion, particularly in cases of suspected fraud, misuse, or breach of these Terms. **2.3 Account Termination** You may close your account at any time by contacting us. Outstanding balances must be paid before closure. We may retain certain information as required by law.

**3.1 Product Information** We make every effort to ensure product descriptions, specifications, and images are accurate. However: • Colours may vary due to screen display differences • Specifications may change without notice • Product availability is subject to stock levels • Some products may be discontinued **3.2 Pricing** • All prices are in British Pounds Sterling (GBP) • Prices include VAT at the applicable rate unless otherwise stated • Trade account holders see VAT-exclusive prices with VAT added at checkout • We reserve the right to change prices at any time • Prices confirmed at checkout apply to that order • Obvious pricing errors may be corrected, and orders cancelled if necessary **3.3 Quotations** Quotations are valid for 30 days unless otherwise specified. Large or custom orders may require a formal quotation.

**4.1 Placing Orders** When you place an order, you are making an offer to purchase. Order confirmation does not constitute acceptance. Acceptance occurs when we dispatch the goods or confirm dispatch. We may refuse or cancel orders due to: • Stock unavailability • Pricing errors • Suspected fraud • Credit limit issues (trade accounts) • Incomplete or incorrect information **4.2 Payment Methods** We accept: • Major credit and debit cards (Visa, Mastercard, American Express) • Bank transfer (for trade accounts and large orders) • PayPal • Trade credit (approved trade accounts only) **4.3 Payment Terms** • Retail customers: Payment due at checkout • Trade accounts: Net 30 days from invoice date (or as agreed) • Late payments may incur interest at 8% above Bank of England base rate • We reserve the right to suspend accounts with overdue balances **4.4 Security** All payment transactions are encrypted and processed through PCI-DSS compliant payment providers. We do not store complete payment card details.

**5.1 Delivery Options** We offer various delivery options: • Standard delivery (typically 3-5 working days) • Express delivery (next working day, where available) • Click and collect (from selected locations) • Timed and crane-assisted delivery (for certain products) Delivery charges are calculated at checkout based on order weight, dimensions, delivery address, and selected service. **5.2 Delivery Times** Delivery estimates are not guaranteed. Delays may occur due to: • Stock availability • Supplier delays • Weather conditions • Traffic and logistical issues • Events outside our control We will notify you of significant delays and provide updated estimates. **5.3 Delivery Conditions** • Ensure safe, accessible delivery location • Someone must be present to receive goods • Check goods immediately upon delivery • Sign for delivery as "unchecked" if unable to inspect • Report damage or shortages within 48 hours **5.4 Failed Deliveries** If delivery fails due to reasons within your control (e.g., no one available, incorrect address), redelivery charges may apply.

**6.1 Consumer Rights** Under the Consumer Contracts Regulations 2013, retail customers have the right to cancel most orders within 14 days of delivery for any reason. To exercise this right: • Notify us within 14 days of receiving goods • Return goods within 14 days of notification • Goods must be unused, undamaged, and in original packaging • You are responsible for return shipping costs Some items are excluded from cancellation rights: • Custom or made-to-order products • Products mixed or combined after delivery • Goods that deteriorate rapidly • Sealed goods that cannot be returned for hygiene reasons **6.2 Trade Customer Returns** Trade account returns are subject to: • Prior authorisation required • 15% restocking fee may apply • Goods must be in resaleable condition • Original packaging required • Return within 28 days of delivery **6.3 Defective or Incorrect Goods** If goods are faulty, damaged, or incorrect: • Report within 48 hours for delivery damage • Contact us with photos and description • We will arrange collection or replacement • Full refund or replacement at our discretion • Manufacturer warranty may apply for certain products **6.4 Refund Processing** • Refunds processed within 14 days of receiving returned goods • Refunded to original payment method • Original delivery charges refunded only for faulty/incorrect goods • Trade account credits may be issued instead of refunds

**7.1 Manufacturer Warranties** Many products carry manufacturer warranties. Warranty terms vary by product and manufacturer. We can assist with warranty claims but are not liable for manufacturer warranty issues. **7.2 Our Warranty** In addition to statutory rights, we warrant that: • Products will be of satisfactory quality • Products will match their description • Products will be fit for their usual purpose This warranty does not cover: • Normal wear and tear • Damage from misuse, neglect, or improper installation • Damage from failure to follow care instructions • Modifications or alterations • Commercial use of products sold for domestic use **7.3 Limitation Period** Claims under warranty must be made within: • 6 years for retail customers (England/Wales) • 5 years for retail customers (Scotland) • As specified for trade accounts

**8.1 Our Content** All content on our website, including but not limited to text, graphics, logos, images, product descriptions, and software, is owned by us or our licensors and protected by copyright, trademark, and other intellectual property laws. **8.2 Limited Licence** We grant you a limited, non-exclusive licence to access and use our website for personal, non-commercial purposes. You may not: • Reproduce, distribute, or modify our content • Use our trademarks without permission • Scrape or harvest data from our website • Reverse engineer our software or systems **8.3 User Content** By submitting content (such as reviews or images), you grant us a non-exclusive, royalty-free licence to use, reproduce, and display that content in connection with our Services.

**9.1 Consumer Rights** Nothing in these Terms limits or excludes our liability for: • Death or personal injury caused by our negligence • Fraud or fraudulent misrepresentation • Defective products under the Consumer Protection Act 1987 • Any other liability that cannot be legally excluded **9.2 Business Liability** For trade customers and business purchases: • Our total liability is limited to the price paid for the goods • We are not liable for indirect, consequential, or special damages • We are not liable for loss of profit, business, or goodwill • We are not liable for delays or failures caused by events outside our control **9.3 Force Majeure** We are not liable for failures or delays caused by circumstances beyond our reasonable control, including natural disasters, strikes, government actions, pandemics, or supplier failures.

The following additional terms apply to approved trade account holders: **10.1 Credit Terms** • Credit limits are set at our discretion • Payment terms are typically net 30 days • Credit limits may be reviewed and adjusted • Exceeding credit limits may result in order holds **10.2 Trade Pricing** • Trade discounts are confidential and non-transferable • Prices may vary from published retail prices • Discounts may be adjusted with notice • Special pricing requires account login to view **10.3 Account Management** • Regular account reviews may be conducted • Credit references may be requested periodically • Account misuse may result in immediate suspension • Personal guarantee may be required for some accounts **10.4 Business Use** Trade accounts are for genuine trade and business use only. Resale to consumers at retail prices is permitted. Abuse of trade pricing may result in account termination.

Your privacy is important to us. Our collection and use of personal information is governed by our Privacy Policy, which forms part of these Terms. By using our Services, you consent to our data practices as described in the Privacy Policy. Key points include: • We collect information necessary to process orders and provide services • We may share information with delivery partners and payment processors • We comply with UK GDPR and data protection laws • You have rights regarding your personal data Please review our full Privacy Policy for complete details.

**12.1 Customer Service** We aim to resolve issues quickly and fairly. Please contact our customer service team first with any concerns or complaints. **12.2 Complaints Procedure** • Contact us with details of your complaint • We will acknowledge within 3 working days • We aim to resolve complaints within 14 days • Complex issues may take longer (we will keep you informed) **12.3 Alternative Dispute Resolution** If we cannot resolve your complaint, you may be able to use alternative dispute resolution (ADR). The European Commission provides an online dispute resolution platform at ec.europa.eu/consumers/odr. **12.4 Governing Law** These Terms are governed by the laws of England and Wales. Disputes will be subject to the exclusive jurisdiction of the courts of England and Wales, unless you are a consumer resident in Scotland or Northern Ireland, in which case you may bring proceedings there.

**13.1 Entire Agreement** These Terms, together with our Privacy Policy and any specific terms for products or services, constitute the entire agreement between you and us. **13.2 Severability** If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. **13.3 Waiver** Our failure to enforce any provision of these Terms does not constitute a waiver of that provision or our right to enforce it later. **13.4 Assignment** We may assign or transfer our rights and obligations under these Terms. You may not assign your rights without our written consent. **13.5 Third-Party Rights** These Terms do not create any rights for third parties under the Contracts (Rights of Third Parties) Act 1999. **13.6 Language** These Terms are drafted in English. In the event of any conflict between translated versions, the English version shall prevail.

If you have any questions about these Terms or our Services, please contact us: **AI Merchant** Email: support@aimerchant.co.uk Phone: Contact us during business hours **Business Hours:** Monday - Friday: 7:00 AM - 5:00 PM Saturday: 8:00 AM - 12:00 PM Sunday: Closed For order-related enquiries, please have your order number ready. For trade account enquiries, please contact your dedicated account manager.