Terms and Conditions
By accessing or making a purchase on our site, you agree to comply with these terms. Here, you’ll find information on payment terms, acceptable use, dispute resolution, and more. Our goal is to ensure a transparent and secure shopping experience for all our customers.
Terms and Conditions for Orion Trade Supplies Ltd
1. General
(a) In these Conditions: “Customer” means the Customer indicated on the Order; “Consumer” means a customer purchasing Products for personal use at a domestic premises; “Contract” means any contract between Customer and Orion Trade Supplies for the sale and purchase of Products incorporating these Conditions; “Fire Protection Products” means Products intended to help protect against fire; “Price” means the price of the Products as may be amended at any time before a Contract is formed; “Products” means the products shown on the Order to be supplied by Orion Trade Supplies; “Order” means an order for Products submitted to Orion Trade Supplies either online through the Site, or (ii) by email, fax or telephone; ” Orion Trade Supplies”, “we”, “us” means Orion Trade Supplies Ltd a company incorporated under the laws of England with company number 9332448 whose registered office is at The Old Barn, Wood Street,Swanley,BR8 7PA, trading as Orion Trade Supplies; “Product Data Sheet” means all documents issued by a manufacturer containing details of the safe supply, handling and use of a Product, including but not limited to technical data sheets safety data sheet and application guides; “Site” means the Orion Trade Supplies website; and “Trader” means a Customer who is not a Consumer.
(b) These Conditions supersede all prior representations or arrangements, and contain the entire agreement between the parties in connection with the Products. All other terms and conditions are excluded, including any that Customer may purport to apply; any implied by law, previous course of trading and/or trade custom.
(c) None of Orion Trade Supplies’ employees or agents has authority to modify or supplement these Conditions.
(d) Words in the singular include the plural and in the plural include the singular.
(e) A reference to a statute or statutory provision is a reference to it as it is in force for the time being, taking account of any amendment, extension or re-enactment and includes any subordinate legislation for the time being in force made under it.
(f) We shall process all personal data of a Customer in accordance with our privacy policy set out on the Site.
2. Notice to consumers
Most Products are intended for commercial use only and require a good knowledge and understanding of specialised products and how to apply them. Consumers may submit an Order for Products, but in doing so; Consumers expressly acknowledge and agree that:
(a) certain Products cannot be returned for reasons of being unusable or resellable condition
(b) certain Products cannot be returned for reasons of health protection;
(c) certain Products cannot be returned by Royal Mail or may only be returned by Royal Mail subject to certain packaging requirements; and
(d) most Products are for professional use only as determined by the manufacturer of the Product and as indicated in the Product Data Sheet. If you order a Product described as professional use only, you shall be liable to us for any costs, claims, damages, liabilities, penalties and/or fines we incur as a result.
3. Order process
(a) All Orders, however placed, are subject to these Conditions.
(b) Customer or Customer’s representative may only place an Order if they are at least 18 years old and the delivery address is in the United Kingdom. At our request, you shall provide evidence of your age.
(c) For all Orders placed by telephone, website or email, we shall promptly send Customer a written Order. Customer shall carefully check the Order to ensure that the Products set out on the Order accurately reflect Customer’s requirements. If there are, any changes required to the Order, Customer shall notify Orion Trade Supplies by email within 1 hour of receipt of the Order, and Orion Trade Supplies shall amend the Order accordingly, which may for the avoidance of doubt include an amendment to the Price. If Customer does not notify Orion Trade Supplies of any change to the Order within 1 hour of receipt, then Customer shall be deemed to have accepted the terms of the Order and these Conditions.
(d) Unless otherwise agreed in writing by Orion Trade Supplies, and subject to Condition 2(a), a legally binding Contract between Customer and Orion Trade Supplies shall come into existence only if (i) Orion Trade Supplies receives the full fee or the first instalment of the fee if we agree to payment by instalment; and/or (ii) Orion Trade Supplies delivers the Products.
(e) When a legally binding Contract has come into existence, we acknowledge that we are under a legal duty to supply the Products in conformity with these Conditions.
(f) Traders are responsible for all Orders placed by their employees. Traders may not withhold or set off any payment due to us against any amount due to the Trader.
4. Description of the products and product data sheets
(a) Customer agrees that before placing an Order, Customer has read and understood the most up to date Product Data Sheet for the Product. Where we have access to the Product Data Sheet from the manufacturer, we will either provide a copy on request, or include a link to the Product Data Sheet available on the manufacturer’s website.
(b) All Products are subject to availability. We will notify Customer if all or part of an Order is temporary out of stock, and Customer can either cancel the Products that are out of stock and we shall refund Customer accordingly, or Customer can select alternative Products, subject to any appropriate adjustment to the Fee or customer will choose to keep it on the backorder.
5. Delivery and collection
(a) Delivery or collection dates and timescales (if any) set out in an Order or otherwise requested by Customer or given by Orion Trade Supplies are given or accepted by Orion Trade Supplies in good faith but are not guaranteed. However, Customer shall promptly notify Orion Trade Supplies if it has not received or collected all of the Products that are subject to the Order by the stated delivery date. If Customer is a Consumer, we shall deliver the Products or make the Produce available for collection within 30 days of the Contract.
(b) Delivery shall be made to the delivery address set out in the Order, and collection shall be made at Orion Trade Supplies’ shop/warehouse at Unit 4, Astbury Business estate, Station Passage, London, SE15 2JR. A valid signature may be required on delivery or collection.
(c) Customer shall take delivery of the Products and delivery shall be effective when the Products are unloaded at the delivery address. If we are unable to make a delivery as a result of Customer’s act or omission, we reserve the right to cancel the Order, refund the Price paid, less a reasonable amount for additional delivery costs and all storage costs and any other costs incurred by Orion Trade Supplies as a result of Customer’s failure to take delivery of the Products.
(d) If Customer has notified Orion Trade Supplies that it intends to collect the Products, Customer shall collect the Products within 3 days of a notice to do so. If the Customer does not collect the Products within such 3-day period, we reserve the right to cancel the Order, refund the Price paid, less a reasonable amount for all storage costs and any other costs incurred by Orion Trade Supplies as a result of Customer’s failure to collect the Products.
(e) Orion Trade Supplies may deliver the Products or make the Products available for collection by instalments.
6. Price
(a) Prices are exclusive of VAT.
(b) For telephone and email Orders, all sums due to Orion Trade Supplies shall be paid to the account stated on the Order or as contract credit agreement by BACS or cheque.
(c) For online Orders, we accept payment by most major credit and debit cards and by PayPal.
(d) The full amount of the Price and all delivery costs for an Order is due in advance of delivery or collection as the case may be unless otherwise agreed by Orion Trade Supplies.
(e) If Customer fails to pay any sum by the due date, in addition to the rights and remedies set out in these Conditions, Orion Trade Supplies shall be entitled to;
- suspend delivery or collection as the case may be of the Products until payment is made;
- claim costs and interest under the Late Payment of Commercial Debts (Interest) Act 1998;
- terminate the Contract.
7. Payment
(a) Orion Trade Supplies shall be entitled to issue an invoice for the Price any time prior to, on, or at any time after actual or deemed delivery. Payment shall be made by the Customer on or before the due date, notwithstanding the fact that delivery may not have taken place and/or title in the Goods may not have passed to the Customer. Receipts for payment shall only be issued if requested in Writing by the Customer. Any query or dispute in relation to an invoice must be submitted by the Customer in Writing, with appropriate details, within 7 days of the invoice date.
(b) For Account Customers within their credit limit, each invoice generated by Orion Trade Supplies may be added to the Customer’s Account as part of the online order process (at the Customer’s option), in which case it shall, unless other Account payment terms have been agreed in writing by Orion Trade Supplies, be paid by the end of the calendar month following the date of the invoice. For Customers without an Account or with an Account that has reached its credit limit, or for Account Customers that have not opted to add the Order to its Account, the Price shall be paid at the time of the Order. Time for payment shall be of the essence.
(c) Orion Trade Supplies reserves the right, in its absolute discretion, to cancel the Account.
(d) Orion Trade Supplies reserves the right to suspend the Account if the credit limit is reached, or it decides, for whatever reason, that it requires security from the Customer, other than that already provided (if any), for the performance and discharge of the Customer’s obligations under any Contract or for any other reason it considers reasonable. The Customer agrees to use its best endeavours to ensure that any additional security required by Orion Trade Supplies (including, but not limited to, a third party providing a guarantee) is provided. Orion Trade Supplies may decide to reinstate the Account if the Customer provides the security required or meets any other conditions required to be satisfied by Orion Trade Supplies.
(e) If Orion Trade Supplies exercises its right to cancel or suspend the Account, in accordance with Conditions 7. (c) and 7. (d) respectively, all sums owed to Orion Trade Supplies by the Customer at the date of cancellation or suspension shall be immediately due and payable, unless agreed otherwise by Orion Trade Supplies, and Orion Trade Supplies may continue trading with the Customer on the basis set out in Condition 7. (b) for Customers without an Account.
(f) No payment shall be deemed to have been received until Orion Trade Supplies has received cash or cleared funds and all sums payable to Orion Trade Supplies under a Contract shall become due immediately on its termination, howsoever arising. All payments shall be made to Orion Trade Supplies as indicated on the Order Acknowledgement and/or invoice (the latter of which shall prevail) issued by Orion Trade Supplies.
(g) The Customer shall make all payments due under the Contract in full without any deduction whether by way of set-off, counterclaim, discount, abatement or otherwise unless the Customer has a valid court order requiring an amount equal to such deduction to be paid by Orion Trade Supplies to the Customer.
(h) Without prejudice to any of its other remedies, if any amount due from the Customer is not paid in accordance with the Contract Orion Trade Supplies may do all or any of the following:
- treat any or all Contracts as repudiated by the Customer;
- without notice suspend or cancel delivery of the Goods under the Contract, and any other Contract, until the Customer pays the outstanding amount(s) in full;
- appropriate any payment made by the Customer under any other Contract with Orion Trade Supplies to pay for any outstanding amounts as Orion Trade Supplies may, in its sole discretion, think fit;
- charge interest at the annual rate of 8% above the base rate of Bank of England (a part of a month being treated as a full month for the purpose of calculating interest);
- claim interest and/or compensation under the Late Payment of Commercial Debts (Interest) Act 1998 (as amended);
- invoice the Customer for any and all costs incurred by Orion Trade Supplies recovering monies owed (including, without limitation, legal costs on an indemnity basis)
8. Cancellation
(a) General
Customers wishing to cancel an order should contact Orion Trade Supplies as soon as possible at sales@orion.supplies, quoting their order number.
Cancellation requests will be considered in accordance with these Terms and Conditions, our published Returns & Exchanges Policy and applicable law.
(b) Consumer cancellation rights
Where a customer purchases goods as a consumer through our website or another qualifying distance-selling arrangement, they may have a statutory right to cancel the contract without giving a reason within 14 days of receiving the goods.
To exercise this right, the consumer must notify Orion Trade Supplies of their decision to cancel within the applicable cancellation period. Notification may be made by email or another clear statement.
Following cancellation, the consumer must normally return the goods within 14 days of notifying us. Unless otherwise agreed or required by law, the consumer is responsible for the direct cost of returning the goods, provided this responsibility and any applicable return costs have been properly disclosed before purchase.
Where a valid statutory cancellation right is exercised, we will refund the amounts required by law, including the original standard delivery charge where applicable. Refunds will normally be made using the original payment method and within the statutory time limits. We may withhold reimbursement until we receive the returned goods or evidence that they have been sent back, where permitted by law.
We may make a deduction for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where legally permitted.
No restocking fee applies to a valid statutory consumer cancellation.
(c) Exceptions to statutory cancellation rights
Certain goods may be excluded from the statutory right to cancel, including goods made to the consumer’s specifications or clearly personalised, and other categories expressly excluded by applicable legislation.
An item is not automatically excluded merely because it is not normally stocked or has been ordered from a supplier specifically for the customer.
Any applicable cancellation restrictions will be clearly identified before purchase.
(d) Trade customer cancellations
For customers purchasing wholly or mainly for business purposes, cancellation after a contract has been formed is subject to agreement by Orion Trade Supplies, except where otherwise required by law or expressly provided in these Terms.
Eligible goods may be returned under our 30-day discretionary Returns & Exchanges Policy, subject to its conditions.
Where a trade order is cancelled outside that policy with our agreement, we may recover reasonable, demonstrable costs already incurred, including non-recoverable supplier charges or transport costs, provided these are lawful and have been agreed or properly disclosed.
(e) Special-order products
Products manufactured, modified or supplied to specific customer requirements may be excluded from discretionary cancellation, return or exchange.
This does not affect any applicable statutory cancellation rights or remedies for faulty, damaged, incorrectly supplied or misdescribed goods.
9. Defective, Damaged, Incorrect or Missing Products
(a) Product quality
Orion Trade Supplies aims to supply products that conform to their description and applicable specifications.
Where the customer is a consumer, products must meet the requirements of applicable consumer protection legislation, including the Consumer Rights Act 2015.
For trade customers, applicable contractual terms and statutory protections will apply, subject to any lawful limitations contained in these Terms.
(b) Inspection and notification
Customers are encouraged to inspect goods promptly upon delivery or collection.
Any visible damage, shortages or incorrect items should be reported as soon as reasonably possible, preferably within seven days of delivery, together with the order number and relevant details.
Photographs may be requested where reasonably necessary to assess the issue.
These reporting requests do not remove or restrict statutory rights, including rights relating to faults discovered after delivery.
(c) Faulty or damaged goods
If goods are faulty, damaged, incorrectly supplied or not as described, customers should contact sales@orion.supplies with their order or invoice number and a description of the problem.
We may request photographs or arrange an inspection where appropriate.
Where a customer has a legal entitlement to a remedy, Orion Trade Supplies will provide the remedy required by applicable law.
For consumers, this may include rejection and refund, repair, replacement or a price reduction, depending on the circumstances and applicable statutory provisions.
(d) Missing or incorrect items
Where an order contains missing or incorrectly supplied products, customers should notify us promptly.
We will investigate and, where responsibility rests with Orion Trade Supplies, arrange an appropriate replacement, correction or refund.
Notification outside our preferred seven-day reporting period does not automatically invalidate a legitimate claim.
(e) Return of defective products
Where goods are returned because of an established fault, damage or incorrect supply for which Orion Trade Supplies is responsible, we will meet reasonable return costs where required by law.
Customers should contact us before arranging a return so that suitable instructions can be provided, particularly for large, heavy or bulky items.
No discretionary restocking fee will be charged where the customer is exercising a statutory right to a remedy.
(f) White goods and appliances
White goods and electrical appliances may be covered by a manufacturer’s warranty, subject to the manufacturer’s terms.
Customers are encouraged to register eligible products with the manufacturer where required to activate additional warranty benefits.
A manufacturer’s warranty is separate from, and does not replace, the customer’s statutory rights against Orion Trade Supplies.
Consumers are not required to pursue the manufacturer instead of Orion Trade Supplies when exercising their statutory rights against the retailer.
(g) Product use and installation
Products should be stored, handled, installed and used in accordance with applicable manufacturer instructions and relevant safety requirements.
Where a fault results from misuse, accidental damage, improper installation, unauthorised modification or normal wear and tear rather than a defect for which Orion Trade Supplies is legally responsible, a statutory or contractual remedy may not be available.
Each claim will be assessed on its circumstances and applicable law.
10. Warranties, Returns and Exchanges
(a) Relationship with our Returns & Exchanges Policy
Our full Returns & Exchanges Policy is available at:
Customer Support
The policy explains eligibility, return methods, applicable charges, exchanges, refunds and the treatment of special-order products.
Nothing in this section or the Returns & Exchanges Policy limits rights that cannot lawfully be excluded.
(b) 30-day discretionary returns
Orion Trade Supplies offers a discretionary returns period of 30 days from purchase for eligible products.
This includes standard stocked products, clearance products and eligible bulky items delivered using our own vehicles.
For discretionary returns, goods must be unused, in their original packaging and in new, resalable condition.
Returns require prior authorisation and may be made at our Rochester or Peckham branches or by post or courier, subject to the return instructions provided.
(c) Restocking fees and return costs
A 15% restocking fee applies to eligible discretionary returns, including eligible bulky products.
Customers are responsible for arranging and paying for return transport.
Where Orion Trade Supplies agrees to collect returned goods, any applicable collection charge will be confirmed in advance.
These discretionary charges do not apply where prohibited by law, including where a consumer validly exercises statutory cancellation rights or where goods are returned under statutory remedies requiring a refund without such charges.
(d) Special-order products
Products ordered or manufactured to particular customer requirements, including certain non-standard colours, finishes, dimensions or specifications, may be excluded from discretionary returns and exchanges.
Any applicable restriction will be disclosed before purchase.
Such restrictions do not override statutory rights, including qualifying consumer cancellation rights or remedies for faulty, damaged or misdescribed goods.
(e) Exchanges
Exchanges may be offered for eligible products within the 30-day discretionary returns period, subject to product condition and stock availability.
Where an exchange is discretionary, the applicable restocking fee and return transport costs may apply.
Where an exchange or replacement is required as a statutory remedy, the customer’s statutory rights will take precedence.
(f) Manufacturer warranties
Certain products, including white goods and power tools, may benefit from a manufacturer’s warranty or guarantee.
The duration, scope and conditions of such warranties are determined by the manufacturer.
Orion Trade Supplies will provide reasonable assistance with manufacturer warranty information and claims where appropriate.
Manufacturer warranties operate in addition to applicable statutory rights and do not remove Orion Trade Supplies’ legal responsibilities as the seller.
(g) Refunds
For discretionary returns, once returned goods have been received, inspected and approved, we aim to process refunds within two working days.
Refunds will normally be issued using the original payment method.
Any applicable restocking fee or agreed return transport charge will be explained before the discretionary refund is processed.
For statutory cancellations or claims relating to faulty, damaged or misdescribed goods, refunds will be processed in accordance with applicable legal requirements and timescales.
(h) Proof of purchase
Customers should provide their order number, invoice or other reasonable proof of purchase when requesting a return, exchange, refund or warranty assistance.
Where statutory rights apply, the absence of a particular document does not automatically prevent a claim if the purchase can be established by other reasonable evidence.
(i) Statutory rights
Nothing in these Terms and Conditions excludes or restricts any statutory right or remedy that cannot lawfully be excluded or restricted.
In particular, consumers retain their rights under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.
Our discretionary returns arrangements and any manufacturer’s warranty operate in addition to those rights.
11. Disclaimer
Orion Trade Supplies shall have no liability to Customer for:
(a) any loss or damage to property or personal injury caused by the negligence of the Customer, including but not limited to failure by the Customer to use the Products in accordance with the Product Data Sheet.
(b) any information provided in respect of the Products by Orion Trade Supplies that is inconsistent with the Product Data Sheet; and/or
(c) The risk in the Goods shall pass to the Customer when the Goods are delivered to the Delivery Point, title in the Goods shall not pass to the Customer until Orion Trade Supplies has received (in cash or cleared funds) from the Customer:
- the full Price for the Goods plus VAT; and
- all other sums that are due to Orion Trade Supplies from the Customer.
12. Force majeure
(a) Orion Trade Supplies reserves the right to defer the date of delivery of the Goods or cancel the Contract (in each case without liability to the Customer) if it is prevented from or delayed in the carrying on of its business due to circumstances beyond its reasonable control including, without limitation, acts of God, governmental actions, war or national emergency, acts of terrorism, protests, riot, civil commotion, fire, explosion, flood, epidemic, labour disputes (other than in relation to Orion Trade Supplies’ own workforce),pandemic or restraints or delays affecting suppliers or carriers, or inability or delay in obtaining supplies of adequate quality, provided that, if the event in question continues for a continuous period in excess of 30 days, the Customer shall be entitled to give notice in writing to Orion Trade Supplies to terminate the Contract.
13. Termination
Orion Trade Supplies may (without prejudice to its other rights or remedies) terminate or suspend
Orion Trade Supplies’ Orion Trade Supplies’ performance of the whole or any outstanding part of the Contract if:
(a) Customer breaches any term of any Contract with Orion Trade Supplies including but not limited to a failure to pay sums due by the due date;
(b) Customer becomes bankrupt or insolvent or if a receiver or encumbrance takes possession of any material part of Customer’s assets; or
(c) Orion Trade Supplies has reasonable grounds for suspecting that an event in Condition 12.(a) will occur, or that Customer will not pay sums due by the due date.
14. Indemnity
(a) The Customer shall be liable to pay Orion Trade Supplies (on written demand) for, and indemnify Orion Trade Supplies against, all reasonable costs, expenses and losses sustained or incurred by Orion Trade Supplies (including, but not limited to, any direct, indirect or consequential losses, loss of profit, loss of reputation, damage to property, loss of opportunity to deploy resources elsewhere and legal costs on an indemnity basis) arising directly or indirectly from the Customer’s fraud, negligence or failure to comply, or unreasonable delay in complying, with any of the Conditions.
15. Limitation of liability
(a) Subject to the other Conditions and provisions of the Contract, Condition 15 sets out the entire financial liability of Orion Trade Supplies (including any liability for the acts or omissions of its employees, agents, and sub-contractors) to the Customer in respect of any breach of the Contract and any representation, statement, tortious act or omission, including negligence, arising under or in connection with the Contract.
(b) Subject to Conditions 15.(c) and 15.(d)
- Orion Trade Supplies shall not be liable to the Customer for any pure economic loss, loss of profit, loss of business, depletion of goodwill or otherwise (in each case whether direct, indirect or consequential) or any claims for indirect, special or consequential loss, damages or compensation whatsoever (howsoever caused) which arise under, out of or in connection with the Contract;
- Orion Trade Supplies’ total liability in contract, tort (including breach of statutory duty or negligence), misrepresentation, restitution or otherwise arising under, out of or in connection with the Contract shall be limited to £10,000 or the Price (whichever is the greater).
(c) All warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from the Contract.
(d) Nothing in the Conditions or Contract excludes or limits Orion Trade Supplies’ liability for death or personal injury caused by Orion Trade Supplies’ negligence or for fraud or fraudulent misrepresentation.
16. Miscellaneous
(a) The Contract may not be assigned by Customer without Orion Trade Supplies’ prior written consent.
(b) Notices must be in writing to Orion Trade Supplies’ or Customer’s address on the Order and are deemed delivered on the first working day after sending by hand or on the third working day after being placed prepaid in the first class post to Customer’s or Orion Trade Supplies’ address.
(c) No failure by Orion Trade Supplies to enforce any provision of the Contract shall be interpreted as a release of its rights relating there to or to sanction any further breach.
(d) If any provision of the Contract is found to be invalid or unenforceable it shall have effect to the maximum extent permitted by law, or, if not so permitted, shall be deemed deleted.
(e) The Contract shall be governed by and construed in accordance with the laws of England and the courts of England and Wales shall have exclusive jurisdiction in relation to the Contract.