General
Placing an order indicates your acceptance of these terms and conditions. We only deliver to UK addresses. These terms and conditions do not affect your statutory rights.
For any service or support queries please call us on 02030536717 between the hours of 10.00 am to 6.00 pm Monday to Saturday alternatively email details can be found on our contact us page.
Prices
We are in a very competitive market and we always attempt to be the most competitive in that market. If however you do see any product at a better price including delivery and installation, please call or email us so that we have an opportunity to give you the right price.
Due to the extremely competitive nature of our industry prices, promotions and special offers are only valid while advertised on our website but you may always Contact us about a previous promotion and we will do our best to offer you a comparable offer.
We offer trade discounts and referral discounts. *Subject to valuation*
Delivery and Installation
Local standard delivery is FREE. Installation on all items is £25 for a simple install and for more complex installations is £50 for the first hour and £35 per hour thereafter.
Non-Local Delivery will involve extra charges, depending on location.
Delivery and installation is a doorstep one-person service and for bulkier items (Large TV, wall-mounting, motorized blinds, home automation, CCTV, networking) the driver may require help from another engineer, this will involve extra charges.
Non-Local delivery times are between one and fourteen working days from ordering, depending on the time of day ordered (for next working day delivery please order before 2pm).
If a product is out of stock with our suppliers or us we will contact you and offer a delivery date, an alternative or a refund.
We shall not be liable for any costs, losses, charges, expenses or damages caused by delayed or non-delivery of said products.
Recycling
From 1st July 2007 the UK must comply with the requirements of the European WEEE Directive which requires the collection and recycling of Waste Electrical and Electronic Equipment.
Delivery address
We will only deliver goods to the address on the order and all goods must be signed for.
Damage in transit
Any damaged goods should have the damage marked on the delivery note and you should inform us as soon as possible but at the latest within 7 days of delivery.
Shortages
It is your responsibility to sign for the correct number of packages as shown on the delivery consignment note and inform us within 7 days of delivery.
Wrong goods
You should notify us of any wrong goods supplied within 7 days of delivery.
Non-delivery
You should notify us of Non Delivery within 7 days of the expected delivery date or we will not accept liability.
Payment methods
On our website we accept PayPal, Shopify payments or other payment options. Failure to provide correct details will cause a delay in processing your order.
Returns policy
We know that you will be pleased with your purchases from Onyxo Ltd. However, there may be occasions when you will need to return items to us.
Items Faulty during the Warranty Period
Some manufacturers offer extended warranty promotions beyond this period for which the customer is in most cases required to register. If any of your purchases develop a fault within the warranty period please contact us on 02030536717 or email at sales@onyxo.co.uk and we shall arrange for an exchange on your item for a new replacement. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. If in doubt, please contact us for further help regarding your warranty claim.
If you change your mind
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 7 working days of receipt. The item must not be used and must be ‘as new’ when returned to us. Once you’ve informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received back to us, we’ll issue a full refund for the product to your original payment method..
We reserve the right to charge for any missing accessories.
You must send the goods back yourself and bear that cost yourself. (You should make sure that you have sufficient insurance to cover the goods that you are sending)
West Link House, 981 Great West Rd, Brentford TW8 9DN.
Refunds
When a refund has been agreed we will endeavor to refund it as soon as possible but always within 30 days. The refund can only be made to the original purchaser and in the original fashion e.g. sold on MasterCard refunded on MasterCard.
Security
Online we only deal with the secure payment platform PayPal and shopify payments.
Placing an order
The easiest way to place an order is online however we also offer a telephone ordering service on 02030536717, you can email us at sales@onyxo.co.uk.
Back orders and special orders
If an item is on back-order, we will keep you updated on the availability and until such times as the product is in stock you may cancel and request a refund. On special orders so long as we are able to cancel the delivery you will also be able to request a refund.
Contract
We store the contract’s content and will send you the details of your order as well as the general terms via e-mail. You can find the terms here at all times.
Web site contents
We work extremely hard to make sure that all content on our web site is up to date and accurate. However, we cannot guarantee the accuracy of product specification features and accessories. If a particular feature is important to you, please contact us before placing your order. Prices and content are updated daily. In the event that a product is incorrectly priced due to a typing error we shall have the right to refuse or cancel orders whether or not the order has been confirmed. In the event that a charge has already been made to your card it will be immediately credited back to your account.
Guarantees
All our products come with at least a 12 months Manufacturers Guarantee.
If a product is faulty in the first 28 days then we will give you the option of a repair, a replacement or a refund. After this period the normal manufacturer’s terms and conditions will apply.
This guarantee excludes faults caused by misuse, accidents or negligence. Also not covered are consumables (e.g. fuses batteries etc.), routine maintenance (Dirty heads etc.), re-tuning and cosmetic damage. If an engineer is called out and no manufacturers fault is found the cost of the call will be charged to you. As with all products the instruction manual should be your first port of call.
Privacy
In deciding whether to accept your order we may use the information you have given to us.
In summary we are committed to protecting your privacy. We use the information we collect on the site to make shopping at Onyxo as safe as possible and to enhance your overall shopping experience. We do not sell, trade or rent your personal information to others.
Complaints & Compliments
We do our best to ensure that your transaction goes effortlessly and that you are happy with your product. In the event that you are pleased with our service and us we always appreciate positive feedback at Google reviews.
In the unlikely event of a problem again either email sales@onyxo.co.uk or phone us on 02030536717. We aim to respond to all contacts as soon as possible but always within 2 working days.
VAT
All our prices are Inclusive of VAT where applicable.