Terms of service

LUXSOL LTD
ALUMINIUM PERGOLAS
TERMS AND CONDITIONS OF SALE

LuxSol Ltd 2025

Welcome to the LuxSol terms and conditions for use. These terms and conditions apply to the use of www.luxsol.co.uk and by accessing this website and/or placing an order with LuxSol online, via email or telephone or in-person, you agree to be bound by the terms and conditions set out below.  Unless agreed in writing by us, no other terms and conditions are incorporated into these terms.

Before you place an order, if you have any questions relating to these terms and conditions, please contact us by email at support@luxsol.co.uk or call us on 01270 346002 between 9:30 am and 3:00 pm (Monday - Friday). 

These terms can be found at https://luxsol.co.uk/policies/terms-of-service.

DEFINITIONS 

The “company” and "Us" is LuxSol which is the trading name of LuxSol Ltd, a company registered in England and Wales under Company Registration Number 14775597 and whose registered office is at Ebenezer House, Ryecroft, Newcastle Under Lyme, Staffordshire, United Kingdom, ST5 2BE.

The “customer” is the person, firm or company who purchases the product or services from the company. Where two or more individuals are included in the expression “the customer” any obligation provided by them shall be deemed to be made by such persons jointly and severally.

The “agreement” is the completed and signed order form and acceptance of the company’s Terms herein.

The “quotation” shall be the written offer to supply the product to the customer, issued by the company and shall include the financial consideration for the transaction. It shall include the payment schedule plus any VAT applicable.

The “order” is the work described in the company’s written order form and shall be deemed to have been placed by the customer upon the issue by the company of an acceptance of order to the customer.

The “product” shall be defined as the completed structure if it is being installed by the company, or structure kit if sold as supply only, as advertised by the company and more particularly described in the order form.

The “handover’’ of the completed product shall be defined by the finished installation if it is being installed by the company, or successful delivery of the structure if sold as supply only.

The “installation” is defined as all construction processes carried out by the company at the customer’s address. 

The “delivery only” is defined as the delivery of the components of the structure for the customer's own construction.

The “payment schedule” is the schedule of payments due from the customer to the company as set out in the order form. The headings in this agreement are for convenience only and shall not affect their interpretation.

1. APPLICATION OF THESE TERMS AND CONDITIONS

1. It is considered that any customer entering into an agreement with the company is in acceptance of these terms and conditions.

2. The company reserves the right to amend these terms and conditions at any time.

3. No variations of these terms and conditions shall be of any effect unless agreed by the company in writing.

4. If any part of this Agreement is declared unenforceable or invalid, the remainder will continue to be valid and enforceable.

5. The contract shall in all respects be construed and operated as an English contract governed by English law and any dispute arising out of, or in connection herewith, shall be referred to the English courts.

1. GENERAL

1. The company website, brochure, product names, elevations, plan drawings or display buildings serve as a guide only and do not form part of any contract.

2. Precise measurements indicated on our website, in our brochures and on any order, documentation is subject to reasonable levels of tolerance as a result of the aluminium manufacturing process.

3. The company reserves the right to alter specifications without prior notice. The company will always use reasonable endeavours to inform the customer when any significant specifications are to be amended.

4. Any photographs, videos, or drawings of the product, both during installation and once completed, are the intellectual property of the company. The company will at all times use its reasonable endeavours to protect the privacy and identity of the customer in accordance with all relevant GDPR legislation existing at the time. The company shall not disclose the identity of the customer without the customer’s prior consent.

5. Where the order is delivery-only, the customer has been provided with a copy of the Aluminium Pergola Installation Instructions and aftercare documents and the provisions of the same are incorporated within these terms and conditions and interpretation of the same is to be construed in accordance with these terms.

6. Where the company is carrying out the installation, the customer has been provided with a copy of the “Base and Access Requirements” document and the provisions of the same are incorporated within these terms and conditions and interpretation of the same is to be construed in accordance with these terms.

1. PLANNING PERMISSION & BUILDING REGULATIONS

1. It is the customer’s responsibility to ensure that planning permission is not required for the installation of the product. The company’s advice on this matter is for information purposes only and the customer must rely on their own enquiries and investigations. The product models stand at a maximum of 2.5 metres. Floor plans for all models can be found within the assembly instructions tab of each product page and any side options can be retrofitted at a later date if necessary.

2. Products made by the company are not made to building regulations and no warranties or representations are made in respect of compliance with any such regulations.

1.  PRICING

1. Prices listed are in GBP and are inclusive of VAT (but exceptions may apply).

2. Prices are not final as the quoted prices assume there will be no problems that will impact the final cost. The price on your order will be validated by us as part of the acceptance procedure. We try to ensure prices displayed on our website are correct at all times. Should a pricing error arise, we will inform you if a product’s correct price is higher or lower than that stated on your order, and you may choose to either proceed with or cancel the order.  

3. Where VAT is applicable it shall be clearly stated so by the company and the customer shall be responsible for paying such VAT to the company in accordance with the agreed payment schedule.

4. Only variations relating to specifications written within the order will be applied to the product. The customer will not be able to reply upon any suggested verbal agreement as to any part of the specification.

5. If the price agreed by the customer and the company changes due to variations to the contract, the company shall notify the customer of such changes in writing and the customer agrees to pay the amended price unless they notify the company in writing of their intention to dispute the amended price. Such notification must be received by the company within 10 days of the issuance of the amended price. If we do not receive any response from you within 10 days of the date of the issuance of the amended price, then we will proceed with the order at the revised price.

6. We will endeavour to match the price of any like-for-like product you find online. If you find the same product cheaper elsewhere, please email us at sales@luxsol.co.uk and ask for a price match. This forms our price guard service. Discounted quotations can be requested for bulk or multiple orders and by charities and community organisations.

1. PURCHASE OF PRODUCTS

1. Orders
1. We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we exclude all liability for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.
2. Payments made via Shopify Online Store
1. Payment is usually by credit or debit card, we accept MasterCard, Visa, Maestro or American Express, PayPal and payment is taken when we receive your order.
2. The price you pay is the price displayed on our website at the time we receive your order (and any applicable additional delivery charges) apart from the following exception.
3. While we try to ensure that all prices on our website are accurate, errors may occur. If you cancel and you have already paid for the Products, you will receive a full refund less any administrative charges we incur as a result of the cancellation.
4. We are entitled to refuse any order placed by you. All orders that you place on this website will be subject to acceptance in accordance with these terms and conditions.
5. The checkout stage sets out the final details of your order. Following this, we will send to you an order acknowledgement email detailing the products you have ordered. Please note that this email is not an order confirmation or order acceptance from the company.
6. You undertake that all details you provide to us for the purpose of purchasing products or services which may be offered by us on our website will be correct, that the credit or debit card which you use is your own and that there are sufficient funds or credit facilities to cover the cost of any products or services. We reserve the right to obtain validation and verification of the authenticity of your credit or debit card details before providing you with any products or services.
3. Contract creation and electronic contracting
1. The technical steps required to create the contract between you and us are as follows:
2. You place the order for your products on www.luxsol.co.uk  by pressing the Pay Now order button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the website.
3. As your product is shipped from our depot, we will send you a dispatch confirmation email.
4. We will make every effort to deliver your items as speedily and efficiently as possible within our control and will use all reasonable endeavours to ensure that all orders placed on the website are filled within a 30-day maximum period, unless the item is out of stock, in this case will inform you of this immediately.
5. Order acceptance of the contract between you and us will take place on payment by you to us for the Products ordered and upon the issuing by us of written confirmation of the acceptance of the order and receipt of payment unless the company has notified you that we do not accept your order, or you have cancelled your order. Non-acceptance of an order may be a result of one of the following:
• The product you ordered is unavailable from stock.
• Our inability to obtain authorisation for your payment.
• The identification of a pricing or product description error.
• You are not meeting the eligibility to order criteria set out in the main Terms & and Conditions.
4. LuxSol Ltd Customer Services
1. Should you require any information regarding orders you have placed on www.luxsol.co.uk, made via email, telephone or in-person please email us on sales@luxsol.co.uk  or call 01270 346002 between 9:30 am and 3:00 pm (Monday - Friday). Please include your order number in any correspondence.
5. Amendments
1. Any requests for amendments to an accepted order by the company are subject to the discretion and agreement of the company. The customer accepts that it may not be possible to amend orders depending on where the order sits in the internal manufacturing and order process.
2. Amendments to an accepted order by the company will be subject to a minimum £40 administration fee.
3. Amendments to the agreed price shall be notified to the customer and shall be paid for by the customer in accordance with the payment schedule.

4. Any amendments to an accepted order are only deemed to be confirmed upon receipt of a confirmation email from sales@luxsol.co.uk.

1. CANCELLATION OF ORDER

1. For orders made via Shopify Online Store, you are entitled to cancel this contract under the Consumer Contracts Regulations 2013 in circumstances where the order was placed remotely and without face to face contact with us, if you so wish provided that you exercise your right and notify us no longer than 14 days after the day on which you receive the Products.

2. If you wish to exercise your right to cancel this contract after your order has already been dispatched or delivered, we will refund the original purchase price excluding any applicable delivery charges, provided that you have notified us no longer than 14 days of receiving the Products, and that you have taken reasonable care of the products; the products must be returned unused, in their original packaging and protective wrapping, and in a resaleable condition. 

3. You are responsible for arranging and covering the cost of return shipping. 

4. The right of cancellation under clause 6(a) above only applies to orders placed without face-to-face contact. Where orders are placed in person no such right to cancel shall exist.

5. Cancellation of the order by either the customer or the company must be confirmed via Shopify order cancellation and shall not be accepted as cancellation of the order without such confirmation.

6. In the event of the company cancelling part, or all, of the order (save for in circumstances arising from the customer's breach of these terms and conditions) a full refund will be given to the customer.

7. Depending on the time between cancellation and the suggested delivery the customer will be responsible for meeting any costs incurred by the company in reaching that stage of the order.

8. Refunds will be processed once the company has received and inspected the returned items. A £150 restocking fee will be deducted from the refund.

9. Please see our Returns and Refunds policy for further details.

1.  AVAILABILITY AND DESCRIPTION

1. All products depicted on our website (as may be varied from time to time) are available for delivery almost everywhere in mainland UK, and by special arrangement to the Channel Islands, Republic of Ireland, Isle of Wight, Isle of Man, and the Scottish Highlands & Islands.

2. All products are subject to availability. If the product you order is unavailable, we may offer you a substitute of an equivalent quality and price (“Substitute Product”). In the event that we are unable to supply the product or any substitute product to you at all, we shall notify you as soon as possible and shall reimburse your payment in full.

3. Very occasionally products featured on our website may be known by different model numbers or branding names but are in fact the same product as stipulated by the manufacturer, these items may vary cosmetically, sometimes they are identical, we reserve the right to supply these as the products listed on our website. These items will not be classed as substitute products. If you are in any doubt, please speak to us before placing your order.

4. Pictures and illustrations shown on this website are accurate representations as can be expected, given the possibility of slight colour and tone of the photographs and illustrations themselves.

1. DELIVERY ONLY

1. Deliveries are carried out by nationwide pallet delivery service and as such we will use best endeavours to, but cannot guarantee, to complete the order for delivery by any specified date or time.

2. The company shall not be held liable for any loss, damages, charges, or expenses incurred by the customer as the direct or indirect result of any delay in the availability of an order for delivery.

3. The customer accepts that any postponement or delay to the commencement of the works as a result of the customer delaying or postponing the works may cause the company to reschedule the works to suit the company’s own commitments.

4. The customer is responsible for confirming there is adequate access to the delivery address. Deliveries but may require a 7.5-tonne lorry (HGV). The customer must notify the company in advance of any potential access issues; a smaller vehicle may be arranged at additional cost. If the delivery vehicle cannot access the address due to unreported restrictions, the delivery will be classed as a failed delivery and the customer will be responsible for any re-delivery charges. 

5. If delivery is not possible, a re-delivery could be arranged, this will be subject to additional costs to be notified by the Company to the Customer prior to re-delivery.

6. The delivery team will safely transfer the product to the customer's designated location on the customer's property, providing the agreed access is available upon arrival by the delivery team. Steps and tight corners may not make this possible.

7. Missing or damaged items or parts must be reported to the company within 24 hours of delivery after which time the company shall not be required to investigate the matter.

8. Construction of the structure should be carried out by a competent person following the LuxSol Pergola Assembly Instructions and online assembly video.

9. The company is not liable for any damages in relation to the assembly of the structure.

10. The company reserves the right to cancel or postpone any works should unforeseen circumstances arise that affect the company’s ability to fulfil an order. In the event that the company cancels the total supply of an order a full refund will be given to the customer, unless it is found that such unforeseen circumstances have been directly caused by the customer.

11. Force Majeure. In the event of circumstances outside the company’s control affecting the performance of the contract, the company will be entitled to notify the customer and revise or cancel the contract to reflect the changed circumstances and the customer will accept such changes.

12. The company shall not be held liable for any costs associated with claims for compensation to the extent that such exclusion is permitted by law.

13. The company provides a Click & Collect service from the Cheshire depot for customers who prefer to collect their orders. This alternative delivery option does not impact the company's returns and refunds policy.

1.  SELF-INSTALLATIONS

1. Self-Installation Responsibility

1. Customers opting for self-installation are responsible for reviewing and adhering to the Self-Installation and Base Requirements document provided by the company.

2. The company shall not be held liable for any damages, misalignment, or operational issues arising from improper installation conducted by the customer or their third-party installers.

3. Customers are advised to consult qualified professionals as needed to ensure compliance with installation guidelines and electrical safety standards where applicable.

4. Any warranty claims on Products self-installed may be subject to review to ensure the installation meets the company’s guidelines and complies with base requirements.

2. Heater Usage and Safety

1. The customer must ensure that the heater is installed in accordance with the manual provided in the order confirmation email, if in doubt contact the company.

2. The customer must ensure that the heater is installed in accordance with the manufacturer’s instructions, and all electrical connections must comply with local regulations. If in doubt, a qualified electrician should be consulted.

3. The customer is responsible for verifying that the voltage specified on the heater’s type plate matches their main supply before installation.

4. The heater is tested at the factory for functionality; however, the company cannot be held responsible for electrical failures occurring after installation.

5. The heater must be used as directed in the manual, and failure to adhere to these guidelines may void the warranty.

1. INSTALLATIONS BY THE COMPANY

1. Installation by the company, or the company's approved third-party installers, is available nationwide within the UK mainland, at an additional cost and is subject to terms and conditions.

2. Customers must confirm their base is suitable for installation and abides by LuxSol’s Base Requirements. A pre-installation requirements form must be completed and signed by the customer before installation is scheduled.

3. The company will arrange delivery of the product to the customer. However, third-party installers are not the delivery company and cannot remove any part of the product or packaging.

4. The installation date agreed between the customer and the company, or the company's approved third-party installers cannot be guaranteed by the company though they shall make their reasonable endeavours to do so.

5. The company will use its reasonable efforts but shall not guarantee to complete the delivery and/or installation of a product by any specified date or time. Any dates provided are an estimate only and time shall not be of the essence in relation to the delivery date.

6. Installations carried out by the company's approved third-party installers will not take place on the same day as delivery and will typically occur within 15 days of delivery, but no later than two months. The third-party installers will contact the customer to arrange installation date.

7. On the day of installation, if installation is not possible due to customer error (e.g., an unsuitable base despite prior sign-off with the company), the third-party installers will notify the company for confirmation. In such cases, installation charges will not be refunded.

8. The company shall not be held liable for any loss, damages, charges, or expenses incurred by the customer as the direct or indirect result of any delay in the delivery, installation, or completion of an order.

9. If the customer postpones or delays the commencement of the works after the initial payment has been received by the company the customer shall not be repaid any of the initial payment.

10. The customer accepts that any postponement or delay to the commencement of the works as a result of the customer delaying or postponing the works may cause the company to reschedule the works to suit its own commitments.

11. If installation cannot be completed by the company or the company's approved third-party installers due to customer error e.g. incorrect base size or construction, base tolerance issues, access restrictions, or health and safety concerns, the product will be left at the address. In such cases, the company reserve the right to not return for installation, and no reduction in costs will be provided. Please note, the company’s third-party installers are not the delivery company and cannot remove any part of the product or packaging. If you wish to cancel the order under these circumstances, you will be liable for return costs.

12. Base and Ground Requirements included:

1. If the base is not within the required level tolerances, the company reserve the right to decline installation, and no cost reductions will be given.

2. If the foundation or ground beneath the fixing points is not solid or deemed adequate, the company cannot be held responsible for any movement or lifting of the pergola after installation.

3. If the ground is outside of our tolerances but installation is still possible at the customer's instruction, we will proceed. However, the company cannot take responsibility for any resulting issues, such as improper functioning or leaks.

4. If the base is outside of the tolerances for side screen installation but installation is still possible at the customer's instruction, we will proceed. However, the company cannot take responsibility for any resulting issues with screen functionality, such as failure to rest properly, snagging, or malfunction over time.

5. If the ground beneath the paving or decking is unsuitable or not solid enough for proper fixation, the installation team will inform you and make their best efforts to secure the pergola. However, the company, its installers, or third-party installers cannot be held responsible for any movement. While bolting the pergola is possible in these conditions, the bolts may not be as effective due to insufficient solid material for proper fixation. 

13. Return journey and rescheduling charges will be applied at a minimum of 15% of the order value. The company reserves the right not to return.

14. Any costs incurred by the company as a result of the customer failing to prepare the site or access as agreed prior to the commencement of the works shall be reimbursed by the customer within 7 days of any demand by the company or prior to the re-scheduled installation.

15. The customer is responsible for providing all necessary parking permits, access, and permissions in advance of the commencement of the works.

16. The customer must ensure that the site is easily accessible, free from any obstructions or dangers and there is adjacent parking for multiple vehicles including a 7.5 tonne lorry available at the time of installation.

17. Failure to complete the necessary preparations may result in a delay or, in certain circumstances, cancellation of the installation schedule. The customer shall therefore be liable to the company for all additional costs incurred, including lost hours, materials, any other charges, and expenses.

18. If it is possible and cost effective to overcome and / or re-work base or access problems on the day of installation, the company will use its’ reasonable endeavours to do so, and the customer will be responsible for any associated costs. Written confirmation will be sent by the Company to the customer prior to commencing any additional, chargeable works.

19. The company will not carry structures through domestic buildings, over fences or other obstacles without prior consultation and written agreement.

20. The customer is responsible for providing power for installation tools throughout the installation. If a site generator or other means of power is required, this will be an additional charge to the customer.

21. Electric models require a suitable power supply in position to enable the installation and motor to function. The company's installation teams are not qualified to carry out any electrical work. Please note, the position of the electrical supply may restrict the direction of Louver opening.

22. The company shall not be held liable for any damage to the customer’s property caused during the works. The customer accepts that some damage may be unavoidable, especially to access routes and the surrounding working areas. Despite using the correct tools and procedures, damage to patio areas when fixing the pergola to the ground can sometimes occur. The customer is responsible for providing pre-information to the company if the product is being installed on a porcelain tile. Installation on porcelain tile requires specialist tools and will incur additional costs. Our installers may inform the company that it would be unsafe to install the product due to the chances of damage to tiles or unsuitable ground conditions. On this basis, the company cannot carry out the installation of the product and the customer accepts the order on a delivery only basis. The company shall take all reasonable precautions to protect the customer’s property from such damage. While the company and its approved third-party installers take all reasonable precautions when securing structures to patios or decking, we cannot accept responsibility for any cracking that may occur. If the ground beneath the fixing points is not solid or if a bolt is positioned near the edge of a paving slab, there is a risk of cracking when the bolts are tightened. The company and its approved third-party installers may use their discretion to avoid fixing near a joint to minimise such risks.

23. The company shall not be liable for any costs associated with soft landscaping work carried out as a result of wear and tear to the customer’s lawn.

24. The company reserves the right to withdraw its workers from site where they deem the working conditions to be unacceptable in accordance with current Health, Safety and Welfare Regulations. In such cases the company will discuss any necessary changes to the working environment or conditions with the customer which must be carried out before work can continue.

25. Site surveys are available on request within a 30-mile radius of the Cheshire depot. If a site survey is undertaken, it is expected that no fundamental changes are made to the area inspected during the period between the site survey and the installation date. In most instances photographs and videos showing access and bases can be sufficient but the company will promptly notify the customer of any additional requirements.

26. The company reserves the right to cancel or postpone any works should unforeseen circumstances arise that affect the company’s ability to fulfil an order. In the event that the company cancels the total installation of an order a full refund will be given to the customer, unless it is found that such unforeseen circumstances have been directly caused by the customer.

27. Force Majeure. In the event of circumstances outside the company’s control affecting the performance of the contract, the company will be entitled to notify the customer and revise or cancel the contract to reflect the changed circumstances and the customer will accept such changes.

28. The company shall not be held liable for any costs associated with claims for compensation.

1. BASE REQUIREMENTS

1. If installed by the company, or the company's approved third-party installers:

1. The customer is required to review the company’s Base Requirements document provided in the order confirmation email and complete the Pre-Installation Requirements form prior to installation.

2. The customer is responsible for confirming that the position of the product, as set out on site by the company prior to its construction, is correct. Any costs incurred by the company as a result of the customer changing the position of the product after the structure has been installed shall be reimbursed by the customer within 7 days of any demand by the company.

3. Unless otherwise agreed in writing, the customer is responsible for the installation of a flat and level base with a slight slope of approximately 10 mm in one direction for proper drainage. The base must be firm, the correct size, consolidated and not be restricted by overhanging branches and have sufficient space around the designated area to allow for tools and easy access to fixings.

4. Customers are responsible for ensuring the site is adequately prepared for installation by the company, or the company’s approved third-party installers. Failure to do so may result in a delay or, in certain circumstances, cancellation of the installation schedule. In such cases, the customer shall be liable for all additional costs incurred, including lost hours, materials, and other associated charges and expenses.

5. If an existing base has been used, such as a concrete slab, the company shall not be held liable for subsidence or settlement issues arisings from the works.

6. Sub-base requirements may vary based on ground conditions. For the optimal fixation of pergola feet to the base, solid concrete beneath a paving flag base is essential in the designated feet locations. In the case of a decking base, solid timber beneath the decking boards is also required. Please note that the provided fixing bolts are not suitable for direct fixing to decking.

7. The company will make every effort to secure the structure to the prepared ground. However, the company cannot assume responsibility if the fixings fail to anchor the structure to the base due to an inadequate sub-base.

8. Customers should ensure compliance with these requirements to avoid any complications during installation.

2. Recommendations for self-installations

1. The customer is required to review the company’s Base Requirements document provided in the order confirmation email prior to installation.

2. The company recommends a flat and level base with a slight slope of approximately 10 mm in one direction for proper drainage. The base should be firm, the correct size, consolidated and ideally not restricted by overhanging branches and have sufficient space around the designated area to allow for tools and easy access to fixings.

3. If an existing base has been used, such as a concrete slab, it is recommended to check for any subsidence or settlement issues prior to installation.

4. Sub-base requirements may vary based on ground conditions. For the optimal fixation of pergola feet to the base, solid concrete beneath a paving flag base is essential in the designated feet locations. In the case of a decking base, solid timber beneath the decking boards is also required. Please note that the provided fixing bolts are not suitable for direct fixing to decking.

5. If the fixings fail to anchor the structure to the base due to an inadequate sub-base this may cause issues with the structure stability.

6. Customers should ensure compliance with these requirements to avoid any complications during installation, however, these are recommendations only and the customer is responsible for ensuring the installation of the product.

1. MAINTENANCE

1. Maintenance advice is offered within the LuxSol Customer Aftercare document.

2. During bad weather conditions, it is highly recommended for the customer to keep the product’s roof louvres slightly open to allow the wind to pass through the structure.

3. If side screens have been added to the structure, it's essential for the customer to fully open and retract the screens when not in use and during strong winds to prevent any damage or movement.

4. If side screens have been added to the structure, depending on the slope in the base, the screen frames may not sit flush to the pergola legs. The free movement of the blinds may be restricted with unlevel bases.

5. If side screens have been added to the structure, these may require periodic realignment. The company cannot assume responsibility for dropped or misaligned side screens. For details, please consult the LuxSol Customer Aftercare document.

6. Manual side screens should be operated with two hands from the centre of the screen, while electric screens must never be manually operated as this can cause damage to the motor. The provided remote control must be used to operate electric screens.

1. FAULTY ITEMS

1. Should any item or part become faulty after purchase please stop using and contact the company on 01270 346002 or support@luxsol.co.uk as soon as possible so we may come to a solution regarding the problem.

1. WARRANTY

1. The company’s warranty for the product or its parts shall commence and shall only apply when full payment has been received from the customer.

2. The company offers:
   i. a 5-year warranty on pergola frames and louvres,
   ii. a 2-year warranty on screens, slatted walls, and all electric motors.

   This warranty covers manufacturing defects and normal domestic use within the specified warranty period. The company will, at its discretion, repair, refinish, or replace any defective parts covered under warranty.

3. The company will not be held responsible for a watertight roof for all products on a delivery only order.

4. The company must receive written notification from the customer within the warranty period(s), including original order number and providing clear information of the defect.

5. If the customer is deemed to be responsible for any faults to the structure, all costs associated with remedial works or new parts will be charged to the customer.

6. The company’s liability shall not exceed the total purchase value of the product and the taking of the steps it deems necessary to rectify any issues shall constitute an entire discharge of the company’s liability under the warranty.

7. The company shall not be deemed liable for subsidence to the structure or of the surrounding installation site unless such subsidence is caused by the negligence of the company during installation.

8. Any structural or cosmetic alteration made to the structure by the customer, or a third party employed by the customer will invalidate all warranties and as such any related remedial works will be chargeable.

1. CONTRACTORS

1. If the company provides the name of a third-party contractor to the customer, it is the customer's responsibility to satisfy themselves that the contractor is suitably qualified and competent to carry out the work and the company excludes all liability in this respect.

1. HEALTH & SAFETY (FOR INSTALLATIONS BY THE COMPANY)

1. The company will take practical steps to:

1. Prevent or minimise health and safety risks to the customer and other people living in or visiting the site. Minimise environmental disturbance, nuisance, or pollution from the work; and

2. Make sure any temporary protection for the work is safe.

2. The customer will:

1. Take notice of all warnings the company or contractor gives about any health and safety or environmental risks which he is taking measures to prevent or minimise.

2. Not knowingly allow people living in or visiting the premises, particularly children, to be exposed to any dangers from the work.

1. RETURNS & REFUNDS

1. The company will not accept returns or cancellations if the product has been altered by applying chemicals or paints to the surfaces or by altering or customising the product in any way that could be deemed as the customer using or treating the products as their own. While in the customer’s possession, any intended product returns must be kept in good condition.

2. Products must be returned to the company in the same condition and packaging as they were delivered. This includes, but is not limited to, box packaging, shrink-wrap, labels, instruction manuals, and protective packaging. If products were delivered flat-packed, they must be returned in the same manner, including complete disassembly. It is the customer's responsibility to take reasonable care of these items upon receipt and during the return process.

3. Care must be taken to ensure the returned products are packed well to avoid damage or loss of parts in transit, the products remain the customers responsibility until they are received by the company in an undamaged condition. Your statutory rights are not affected.

4. In the event that a product is incorrect, faulty, or damaged the company will cover the costs of the return and the cost of delivering a replacement. If the product is unwanted by the customer, then return costs will be at the customer’s cost, the product also must be returned in re-saleable condition. 

5. Once the company has received the unwanted product back, it will be inspected to ensure it is not damaged and in the same condition and packaging as they were delivered, and once approved, the company will issue a refund for the value of the product minus delivery/collection costs.

6. Refunds (where applicable) will be processed within 10 working days. 

1. COMPLAINTS

1. Complaints should be sent in writing to support@luxsol.co.uk along with any supporting information such as photos or videos. All complaints will be responded to within 7 working days of receipt of written notice. This does not affect your statutory rights.

1. NOTICES

1. All communications with www.luxsol.co.uk shall be sent to us via email to support@luxsol.co.uk

2. Please note that even though an email has been sent or you have received an automated email acknowledgement is not proof that we have received or read the email. If you have had no reply within 5 days, please contact us by telephone:  01270 346002.  

1. MODIFICATIONS

1. The company reserves the right to make changes or corrections, alter, suspend, or discontinue any aspect of the website or the content or services available through it, including the customer's access to it. Unless explicitly stated to the contrary, any new features including new content shall be subject to these terms and conditions.

2. Please note that although we try to ensure that the content of our website is accurate, our websites may contain typographical errors or other inaccuracies. Photographs are for illustrative purposes only. Product colours may vary slightly due to the nature of the product, photographic process, and computer display. Illustrations used are merely illustrations and the product may be cosmetically different but will not deter the quality and/or performance of the product.

3. These terms and conditions replace all other terms and conditions previously applicable to the use of our website and/or sale of the product(s).

1. LIABILITY

1. The company makes the following representations that for any product the customer purchases from www.luxsol.co.uk:

1. The company have the right to refuse to sell or sell the product to the customer.

2. The product will correspond with the advertised description E&OE (Errors and Omissions Excepted); and

3. The product will be of satisfactory quality in relation to the item description and the price paid.

4. The company will not consider claims for consequential loss in relation to distress, inconvenience or disappointment.

5. In any event liability shall be limited to a sum equal to the amount paid or payable by you for the product(s) in respect of one incident or series of incidents attributable to the same cause.

1. COPYRIGHT

1. The contents of www.luxsol.co.uk are protected by international copyright laws and other intellectual property rights. The owner of these rights is LuxSol Ltd. All product and company names and logos mentioned on the website are the trademarks, service marks or trading names of their respective owners. The customer may download material from the website for the sole purpose of placing an Order or using the website as a shopping service. However, the customer may not modify, copy, reproduce, republish, upload, post, transmit or distribute, by any means or in any manner, any material or information on or downloaded from the website including but not limited to text, graphics, video, messages, code and/or software without our prior written consent, except where expressly invited to do so.
    

Questions about the Terms of Service should be sent to us at support@luxsol.co.uk