Terms and Conditions

Welcome to Nelson & Gray. These terms and conditions apply to all agreements you enter into with Nelson & Gray. By placing an order with Nelson & Gray, you agree to these terms and conditions. If you have any questions about these terms and conditions, please contact our customer service team at support@nelson-gray.com.

Article 1 - Definitions

In these terms and conditions, the following definitions apply:

Cooling-off period: the period during which the consumer can make use of their right to cancel.

Consumer: a natural person acting outside their trade, business, craft or profession who enters into a contract with the trader.

Day: calendar day.

Ongoing contract: a contract relating to a series of products and/or services, with delivery and/or purchase obligations spread over time.

Durable medium: any device that enables the consumer or trader to store information addressed personally to them in a way that allows future access and unchanged reproduction.

Right to cancel: the consumer’s right to cancel a distance contract within the cooling-off period.

Trader: a natural or legal person offering goods and/or services to consumers.

Distance contract: an agreement concluded between a trader and a consumer under an organised distance sales or service provision scheme, with exclusive use of one or more means of distance communication.

Means of distance communication: tools used for concluding a contract without the simultaneous physical presence of the trader and consumer.

General Terms and Conditions: these General Terms and Conditions of Nelson & Gray.

Article 2 - Identity Of Trader

Company name: Nelson & Gray Ltd
Company number: 10000000
Trading name: Nelson & Gray
VAT number: X
Customer service email: support@nelson-gray.com
Company address: X

Article 3 - Applicability

These general terms and conditions apply to all offers, orders, and agreements concluded via the Nelson & Gray website by consumers in the UK.

Consumers will be provided with the text of these terms and conditions before a distance contract is concluded. If that is not reasonably possible, a link will be provided to where the terms can be viewed electronically and downloaded.

Article 4 - The Offer

If an offer is subject to limited validity or conditions, this will be explicitly stated.

All offers are non-binding and subject to availability.

Product descriptions are accurate to the best of our knowledge. Images are for illustrative purposes; actual colours and materials may vary slightly.

All prices include UK VAT unless otherwise stated, but exclude import duties and clearance charges when applicable.

Article 5 - The Agreement

The agreement comes into effect when the consumer completes the ordering process and receives confirmation of acceptance from Nelson & Gray.

We use secure systems for electronic data transmission and take precautions to ensure safe payments.

Article 6 - Right To Cancel

Consumers have the right to cancel a purchase within 30 days of receiving the item, without giving a reason.

To exercise the right to cancel, the consumer must notify Nelson & Gray via email within 30 days. Items must be returned within a further 30 days in their original condition.

Article 7 - Costs Of Cancellation

Return postage costs are borne by the consumer unless the item is faulty or incorrect.

Refunds will be processed within 14 days of receiving the return or proof of return shipment.

Article 8 - Exclusions From Cancellation

The right to cancel does not apply to:

  • Customised or personalised items

  • Sealed items that are not suitable for return for health or hygiene reasons if unsealed

  • Perishable goods

Article 9 - Pricing

Prices are fixed during the promotional period but may vary due to VAT changes or other legal adjustments.

UK VAT is included where applicable. International buyers may be liable for customs duties and import VAT.

Article 10 - Conformity And Warranty

Products must meet the contract terms, be fit for purpose, and of satisfactory quality under the Consumer Rights Act 2015.

Faulty items should be reported within 30 days for a refund, replacement, or repair.

Article 11 - Delivery

Nelson & Gray aims to dispatch orders within 30 days unless otherwise agreed. If a delay occurs, customers will be informed and offered a refund.

Article 12 - Duration And Termination

For subscriptions or ongoing deliveries, consumers may cancel any time after the minimum agreed period, subject to a one-month notice.

Contracts are not auto-renewed without explicit consent.

Article 13 - Payment

Payments are processed through secure gateways using the consumer's selected method.

Article 14 - Complaints Procedure

Complaints must be submitted within 7 days of discovery. Nelson & Gray aims to respond within 14 days.

Article 15 - Liability

Nelson & Gray is not liable for indirect or consequential damages unless caused by gross negligence or wilful misconduct.

Article 16 - Intellectual Property

All content on the website is the intellectual property of Nelson & Gray and may not be used without written permission.

Article 17 - Governing Law

These terms and conditions are governed by the laws of England and Wales. Any disputes will be subject to the jurisdiction of the courts of England.

Article 18 - Data Handling (UK Regulation)

We comply with the UK GDPR and Data Protection Act 2018. Personal data is handled responsibly and securely.

Article 19 - Product Images

Please note: product colours and finishes may vary slightly due to photography lighting and screen differences.