Your legal rights and our obligations when you order, collect or take delivery of goods from us.
These terms may have changed since you last reviewed them. This version was updated on 20 July 2026.
If you are attending our premises, your attention is drawn to section 8 of these terms and conditions. For reference, any reference to "a business day" within these terms is to any day when banks in London are open for business other than a Saturday, a Sunday, a bank holiday or a public holiday in England.
You can find everything you need to know about us, MasterClad Systems Ltd, a division of Hornsey Steel Panels and Sections Ltd (Company Number: 06291639) and our products on our website or from our sales staff before you order. We also confirm the key information to you in writing before or after you order, either by email, through the online payment system or in your online account.
For example, business customers can't cancel their orders, they have different rights where there is a problem with a product and we don't compensate them in the same way for losses caused by us or our products. Where a term applies just to businesses or just to consumers, this is clearly stated. You are a business customer if you are buying products wholly or mainly for use in connection with your trade, business, craft or profession, even if you are an individual.
If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by us or on our behalf which is not set out in these terms and that you have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in these terms and conditions.
We contact you to confirm we've received your order request and then we contact you again (normally within 2 business days) to confirm if we've accepted it. For example, if you place an order online, you will receive an automated email from us to confirm that we have received the request and, if we are able to fulfil the order, we will contact you again to confirm that the order has been accepted. However, if we are unable to fulfil the order request, we will contact you to let you know and to confirm that a refund is being processed for the funds already paid upon your order request submission.
If we provide you with a quotation by email, it will only be valid for a period of 30 days from the date stated on it. By providing you with a quotation, we are not making you an offer. When you confirm in writing that you wish to proceed with placing an order following receipt of a quotation from us, we will confirm our acceptance in writing to you (normally within 2 business days). If we cannot fulfil the order request, we will notify you in writing.
Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because a credit reference we have obtained is unsatisfactory, because you are located outside our delivery areas, as stated on our website and in our marketing, or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
If you are a consumer, payment must be made at the time of your order.
If you are a business customer and have a business account with us, payment for the products may follow delivery, if agreed by us in writing.
By placing an order, accepting these terms and conditions and entering our premises, you:
A product will be your responsibility from the time we deliver it to the address you gave us, or you or a carrier organised by you collects it from us.
You will only own the product(s) once we have received payment in full. We remain the legal owner of the product(s) until we have received payment in full for the product(s).
If you are a business customer all amounts due under these terms and conditions (from you to us or from us to you) shall be paid in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
If we're unable to collect any payment you owe us, we charge interest on the overdue amount at the rate of 8.00% above the Bank of England base rate from time to time. This interest accrues on the grand total from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.
All charges are exclusive of value added tax, which shall be added to our invoice at the appropriate rate.
If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
If our supply of your product is delayed by an event outside our control, including but not limited to events such as a cyber-attack to our systems, a pandemic or any other similar occurrence or a natural disaster, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team at info@masterclad.co.uk or 01905 674343 to end the contract and receive a refund for any products you have paid for in advance, but not received (in the event of bespoke goods, this refund will be less reasonable costs we have already incurred).
A product's true colour may not exactly match that shown on your device or in our marketing, or its packaging may be slightly different. Because our products are handmade, all sizes, weights, capacities, dimensions and measurements indicated on our website or as requested by you can be out by up to 5%.
Any diagrams, graphics, wire drawings and/or illustrations supplied by us should be used as a general guide only and are not intended to be 100% accurate. Any such diagrams, graphics, wire drawings and/or illustrations are legally owned by us and you have no right to use them for any commercial purposes unless you have received our prior written consent.
If we're making or supplying the product to measurements you provide, you're responsible for making sure those measurements are correct. Upon submitting an order request, you are confirming that the measurements you have provided are correct. Please contact our Customer Service Team if you require assistance at info@masterclad.co.uk or 01905 674343.
We charge you additional sums if you don't give us information we've asked for about how we can access your property for delivery, or if you do not provide us with the raw materials required for us to provide you with certain services, as agreed with us. For example, we might need to re-deliver on another vehicle or with extra manpower if you provide us with incorrect delivery details, or reschedule the production of your order if we do not have the raw materials from you (in the event that you have requested that we use raw materials provided by you).
If you are a business customer, once you have placed an order you do not have the right to change your mind.
For most of our products bought online, by email or over the telephone you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
| Your legal rights | |
|---|---|
| 14 days to change your mind in respect of online, email or telephone sales only. | |
| You pay costs of return. |
When you can't change your mind. You can't change your mind about an order for:
IMPORTANT: If you are a consumer and you have purchased any bespoke products (for example you have provided us with specific measurements), then by placing the order, you are excluding your legal right to change your mind as set out within this section. If you do realise that you have made a mistake with the measurements or you decide that you do want to cancel your order during the period of 14 days from when you placed your order, please do contact our Customer Service Team at info@masterclad.co.uk or 01905 674343 and we will be able to check if your products have been manufactured. If the manufacturing process has not yet started, we might be able to refund you but this is at our discretion.
The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after:
If you have an on-going contract with us for the supply of products, you can contact our Customer Service Team at info@masterclad.co.uk or 01905 674343 to discuss ending your contract with us, and we'll confirm any applicable terms in writing.
If you think there is something wrong with your product, you should contact our Customer Service Team at info@masterclad.co.uk or 01905 674343. Summary of your key legal rights as a consumer under the Consumer Rights Act 2015 apply to this contract, and nothing in these terms will affect your legal rights.
Your rights if you are a business. We warrant that on delivery any product shall conform in all material respects with its description, be of satisfactory quality and be reasonably fit for any purpose held out by us. Subject to the exceptions below, if a product does not comply with this warranty, we will, at our option, repair or replace the product, provide a refund or provide a partial refund, and this shall be your only remedy for breach of the warranty. These terms shall apply to any repaired or replacement product.
Exceptions to business customers' warranty. We will not be liable for a product's failure to comply with the business customer warranty in any of the circumstances set out under Losses we never limit or exclude below, or if you make any further use of the product after notifying us of a defect, the defect arises because you failed to follow our instructions, or you alter or repair the product without our written consent.
You may be eligible to apply for warranty protection offered by one (or more) of our suppliers. Please contact our Customer Service Team at info@masterclad.co.uk or 01905 674343 for more details.
If you do not apply for the warranty, your products are not protected, save for any legal rights which may arise.
See our full Warranty Information page for more on what affects cover and how to make an enquiry.
We can always change a product to reflect changes in relevant laws and regulatory requirements, and to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the product. In addition, we may make more significant changes to these terms or a product, but if we do so we will notify you and, if you are a consumer and are unhappy with the change, you may contact our Customer Service Team to end the contract before the change takes effect and receive a refund for any products you've paid for in advance, but not received.
We may have to suspend the supply of a product to deal with technical problems or make minor technical changes, update the product to reflect changes in relevant laws and regulatory requirements, or make changes to the product as requested by you or notified by us to you. We will contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we have to suspend a product for longer than 30 days, we will adjust the price so that you do not pay for it while it's suspended. If we suspend a product, or tell you we're going to suspend a product, for more than 30 days and you are a consumer, you may contact our Customer Service Team to end the contract and we will refund any sums you've paid in advance for products you will not receive.
We can stop providing a product. We will let you know at least a reasonable period of time in advance of our stopping the supply of the product and, if you have paid in advance for a product that has not been provided, we will refund these amounts to you.
We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:
We're responsible for losses you suffer caused by us breaking this contract unless the loss is:
Our liability to businesses. If you're a business, then, except in respect of the losses described in Losses we never limit or exclude below:
Losses we never limit or exclude. Nothing in these terms shall limit or exclude our liability for:
No implied terms about goods. Except to the extent expressly stated in You have rights and remedies if you are a business customer above, we exclude all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982.
If you provide us with any raw materials in order for us to provide a service to you (for example, cutting raw materials to specified sizes as requested by you), you understand and accept that you do so at your own risk. In the event that you do provide us with raw materials, you confirm, agree and accept the following:
How we use any personal data you give us is set out in our Privacy Notice, which can be requested from our Customer Service Team at info@masterclad.co.uk or 01905 674343.
Our complaints policy. Our Customer Service Team at info@masterclad.co.uk or 01905 674343 will do their best to resolve any problems you have with us or our products. Details of how to raise a complaint or issue can also be found on our delivery information page.
Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to an alternative dispute resolution entity of your choice through their website. If you're not satisfied with the outcome you can still go to court.
You can go to court. These terms are governed by English law. If you are a consumer then, wherever you live, you can bring claims against us in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. If you are a consumer we can claim against you in the courts of the country you live in. If you are a business customer you irrevocably agree to submit all disputes arising out of or in connection with our contract with you to the exclusive jurisdiction of the English courts.
We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and if you are a consumer we'll ensure that the transfer won't affect your rights under the contract. If you're a consumer and you're unhappy with the transfer you can contact our Customer Service Team at info@masterclad.co.uk or 01905 674343 to end the contract within 14 days of us telling you about it and we will refund you any payments you've made in advance for products not provided.
You can only transfer your contract with us to someone else if we agree to this. If you're a consumer we may not agree if the delivery address is different or additional products are requested. We can require the new owner to prove you transferred the product to them, for example by confirming in writing. If you're a business customer you need our agreement to transfer your contract with us and it's entirely up to us whether we give it.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn't mean we can't do it later.
If you have any questions about these terms and conditions, please contact us at info@masterclad.co.uk, or write to us at:
MasterClad Systems Ltd
Unit 7 & 8, Little Lightwood Farm
Lightwood Lane, Cotheridge
Worcester WR6 5LT
For more information, please call us on 01905 674343.
