At Owls Hall Environmental Limited, we understand that mistakes happen and there may be occasions where you wish to return a product purchased from us. Please see below details on returning goods to us, and the procedure for payment refunds.
Whether your order is made via our website, by email or telephone as a Consumer Customer you are covered under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 Selling Regulations laid out by the Office of Fair Trading. In accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 Selling Regulations, the following applies to all transactions undertaken on the Owls Hall Environmental Limited website.
With MDPE pipe and fittings please ensure that the correct quantity is ordered, as once dispatched and received on site, the manufacturers will not take this back into stock. This is due to them not being able to guarantee the integrity of the pipe/fittings for re sale. As a consequence, Owls Hall Environmental Limited will not accept the return of any MDPE pipe and / or fittings.
If you take receipt of your order from Owls Hall Environmental Limited and find the products to be damaged or faulty, please inform us immediately. You will be required to photograph the damage and email these photographs to us. In the case of a faulty electrical item, then Owls Hall Environmental Limited will request that the faulty item be returned for examination. The carriage cost will be borne by the customer and paid prior to the replacement. The cost of removal of the item and re fitting of the replacement will be borne by the customer.
Owls Hall Environmental Limited does not cover damage during fitting, accidental or malicious damage, improper use or negligence, general wear and tear, damage due to poor installation or servicing, or consequential loss. (All three of which terms include without limitation, loss of profits, loss of business, depletion of goodwill and like loss)
If you wish to exchange your goods for another size/type of product, please advise us immediately and we will confirm any cost difference. Where an incorrect size/type of product has been ordered by yourself, we will inspect the product when returned to us by yourself, and if it is in a re-sellable condition we will then dispatch the replacement item (following receipt of payment by yourself for any price difference, if applicable).
Exceptions may occur for the supply of treatment systems, septic tanks, pump stations, separators and rain water harvesters, where these goods are sent directly from the manufacturer. This is in light of manufacturers operating their own returns policies.
You have the right to cancel your order within 14 days of your contract with us or within 14 days of receipt of the goods, whichever is the longer term. If you do find it necessary to cancel your order, you will have your payment refunded (minus delivery cost), and you must organise return of the goods to us or the manufactures address as provided by us. You must contact us immediately via email firstname.lastname@example.org should you wish to return a product.
Please read in conjunction with our Full Terms & Conditions which are also listed on our Web site and are also available from email@example.com
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. The terms in this contract are considered an invitation to treat.
We reserve the right to update, change or replace any part of these Terms by posting updates to our website. Any sale will be governed by the terms published at the time of purchase.
Owls Hall Environmental Limited (“the Company”, “our” or “us”) provides business and consumer supplies of goods (and “Services” through its website, by post, by personal contact during a visit to your premises or by personal contact on our premises and by telephone. By completing an order form online or placing an order by post, by phone or by personal contact you are submitting an order for the specified goods and you are accepting that your order and the contract between the Company and you are subject to these terms and conditions (“Service Terms”).
These Service Terms do not affect your statutory rights.
Nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law, or other statutory rights that may not be excluded, nor in any way to exclude or limit the Company’s liability to you for any death or personal injury resulting from the Company’s negligence, or for fraud.
The Company must receive payment in full for the goods that you order before your order can be accepted, and the contract formed. The Company’s acceptance of your order brings into existence a legally binding contract between the Company and you which is subject to the Service Terms (the “Contract”). Any terms or conditions sought to be imposed by you in your order will not form part of the Contract.
Except where expressly stated otherwise in these terms and conditions, all notices from you to the Company must be in writing and sent to the Company at:
By post: Product Sales Department, Owls Hall Environmental Limited, Blackmore End, Braintree, Essex, CM7 4DF
All notices from the Company to you will, at the Company’s discretion be displayed on the Site or be sent to you in writing by email or by post (in each case at the address you gave to the Company when placing your order).
A. If any term or condition of the Service Terms is deemed invalid, void, or for any reason unenforceable, that term or condition will be deemed severable and will not affect the validity and enforceability of any remaining terms and conditions.
B. The rights and remedies of the Company shall not be diminished, waived or extinguished by the granting of any indulgence, forbearance or extension of time. The waiver by the Company of any breach of the Terms shall not prevent the subsequent enforcement of any subsequent breach of that provision and shall not be deemed to be a waiver of any subsequent breach of that or any other provision.
C. The Company will not be responsible for any delay or failure to comply with any of its obligations (whether set out in the Terms or otherwise) if the delay or failure arises from any cause which is beyond our reasonable control.
D. A person who is not a party to the Contract between us has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of the Contract but this does not affect any right or remedy of a third party that exists or is available apart from that Act.
By agreeing to these Terms of Service, you confirm that you are over 18 years of age. A breach or violation of any of the Terms will result in an immediate termination of your Services.
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.
All items supplied are guaranteed for the periods stipulated by the manufacturers. Full details of these periods are available from either Owls Hall Environmental Limited or from the manufacturers direct
We have made every effort to display as accurately as possible the colours and images of our products, however if you are unhappy when the product, please see our returns policy
All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time.
All products are subject to availability and may be withdrawn at any time. If we do not supply the goods for any reason we will not charge you for these and we will refund any money already paid for them.
If the product proves defective during the warranty period, Owls Hall Environmental Limited will:
In the maintenance of the product, Owls Hall Environmental Limited may use new or equivalent to new parts, assemblies or products of equal or improved quality. All defective parts, assemblies, and products become the property of Owls Hall Environmental Limited. Owls Hall Environmental Limited may require the return of parts, assemblies and products to a designated Owls Hall Environmental Limited representative from which the part, assembly, or product was originally purchased. Return and claims will be handled according to the current Owls Hall Environmental Limited procedure. Owls Hall Environmental Limited reserves the right to charge for service in exceptional cases and as provided below.
In the event that a Customer of Owls Hall Environmental Limited requires the company to check the installation of a complete system supplied by us, an Engineer can be made available at the Customer’s cost at the following rates (Inc VAT) chargeable to the customer:
£90.00 per hour plus £0.60/mile (return) inclusive of VAT, from our headquarters CM7 4DF.
Site visits must be paid in full prior to our Engineers will attend site. Mileage is calculated using ‘Google maps’ (www.google.co.uk/maps).
Please note where confined space entry is required, then a second engineer and confined space equipment will be needed. Please contact us for a quotation if you require this service
In the case of us providing Supervised Installations, we have assumed the following
The Services are intended for the use of residents of the United Kingdom. Whilst the Company does not prohibit the use of the Services by residents outside of the United Kingdom the Company is not required to ensure that the services comply with any law other than the laws of England and Wales. If you are an international user (i.e. you are not resident in the United Kingdom) you will be responsible for complying with all local laws. In particular (but without limitation) when ordering goods for delivery overseas you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges must be borne by you.
Customs policies vary from country to country; you should contact your local customs office for further information. Please note that when ordering from the Company, you are considered the importer and must comply with all laws and regulations of the country in which you are receiving the goods. Service is available in countries of the European Union for products purchased in a country of the European Union. Outside the European Union, limited service is available from the country of purchase but the Customer will be responsible for payment of shipment and delivery of products or parts under warranty to and from the UK.
These warranties shall not apply to any defect, failure or damage caused by improper use or improper or inadequate maintenance and care after delivery. The warranty does not cover normal ‘wear and tear’ that occurs in normal everyday use or damage sustained by misuse or use outside the manufacturer’s instructions or any costs connected with installation and fitting. Owls Hall Environmental Limited shall not be obligated under these warranties:
Any service carried out under these circumstances shall be invoiced to the Customer at Owls Hall Environmental Limited current rates for parts, labour and travel.
It is the purchaser responsibility to ensure the product they choose is suitable for their site e.g invert levels, gravity or pumped discharge etc. Owls Hall Environmental Limited does not take responsibility for the design criteria of the chosen drainage, sewage treatment plant or pumping station, with remote purchasing. This is to be carried out by the customer prior to order.
It should be noted that if for any reason Environment Agency, Scottish Environment Protection Agency, Natural Resource Wales etc or Local Authority consent is required, Owls Hall Environmental do not undertake to obtain this consent unless requested and agreed in writing.
It is the customer’s responsibility to obtain confirmation from the relevant Local Authority Building Services Building Inspector that pumping stations are fit for purpose and comply with the current Building Regulations in respect of 24 hour retention capacity.
Vehicle loading lids – All systems sold (Sewage treatment plants, pumping stations and rainwater harvester systems) are usually supplied with pedestrian rated covers unless specified otherwise. An additional cost will usually be levied for the supply of a vehicle rated cover. Please ask for the costs at the time of order to ensure that the correct cover is supplied.
Specialist guidance by a structural engineer may be required to ensure that any vehicle rated cover is installed correctly. It is the responsibility of the installer to ensure that the vehicle rated cover is installed correctly.
Where a sewage treatment plant, pumping station or rainwater harvester is sold on a supply only basis, it is always recommended that commissioning of the unit is carried out by an authorised engineer. This will ensure the best performance for the unit and validate the warranties. Should you require details of the cost of this service, please contact either
Owls Hall Environmental Limited direct for a British Water authorised engineer prior to purchase of the unit.
Where a sewage treatment plant, pumping station or rainwater harvester is sold on a supply only basis, it is always recommended that servicing of the unit is carried out by an authorised engineer in accordance with the manufacturers recommended servicing intervals and the Environmental Authorities “General Binding Rules”. This will ensure that the best performance results are achieved in respect of this item. Should you require details of the cost of this service, please contact either Owls Hall Environmental Limited direct for details on our Empty & Care plan.
Should a sewage treatment plant not be Commissioned and/or Serviced in accordance with the above recommendations, Owls Hall Environmental Limited does not accept responsibility for the effluent quality produced by the unit.
Please note that pumping stations will be supplied fit for the pumping of the appropriate waste matter agreed at specification stage. Should third party items be put into the system such as nappies, sanitary towels or non dissolvable wipes, Owls Hall Environmental Limited do not accept responsibility for the malfunction of the unit.
Should there be a delay between the physical installation of the pumping chamber and the commissioning of the unit, under no circumstances should the pump be left in the dry chamber or submerged in water as this could damage the mechanical seal. Should this happen and the seal is water damaged the pump will not be covered under the warranty.
Should Owls Hall Environmental Limited be called out on a warranty call and a third party item be found to be the cause of the fault, then the customer will be liable for the repair, time on site and travel costs of the engineer. Travel and time on site costs will be levied at the current rate as listed in the Site visit section of these terms and conditions.
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.
Sale offers may not apply to bespoke systems, price match offers or any other promotional or discounted prices. The Sale offers may be withdrawn at any time without notice.
In relation to Business to Business contract Owls Hall Environmental will not be liable for any consequential loss (all three of which terms include without limitation, loss of profits, loss of business, depletion of goodwill and like loss)
The price payable for goods and services that you order is as stated on the webshop or in a quotation on company letterhead or email. The price is inclusive of VAT unless otherwise stated. You may be required to pay extra for delivery; the Company will provide details of the delivery charges applicable to your order at the time you place your order.
All items ordered shall be paid for in full by cleared funds 10 days prior to delivery to site, unless agreed in writing prior to order.
Owls Hall Environmental Limited accepts all forms of payment including all major debit and credit cards. However Owls Hall Environmental Limited will pass on any charges levied by the relevant Card Services Department in relation to payment by credit or charge cards to the customer. Fees for MasterCard and Visa credit card transactions are 2.5%.
There are no fees for payment taken by debit cards. Owls Hall Environmental Limited does not accept payment by American Express charge cards.
For certain product variations not listed on our website but available over the telephone, we will process these through PayPal – telephone orders may be subject to credit card charges which we will confirm prior to taking payment.
Prices for our products are subject to change without notice. In the event that a product is listed with any incorrect information or at an incorrect price due a typographical error, or error in pricing from our suppliers, taxes or duty changes, we shall have the right to refuse or cancel any orders listed at the incorrect price, regardless of whether an order has been confirmed. If you have been charged and we subsequently cancel your order, we will immediately issue a credit to your account/refund in full, to the value of the incorrect price, including any delivery charge. The total price payable for the goods will be shown when you place your order, whether or not the order has been confirmed. We are entitled to make adjustments to the price to take account of any increase in our suppliers’ prices, or the imposition of any taxes or duties, or if due to an error or omission, the price published for the goods is incorrect. We are entitled to do this even if the order has been confirmed, and we will inform you of the correct price and give you the opportunity to cancel your order.
All prices on our website are inclusive of VAT and of delivery charges which will be payable as indicated at the time of placing your order.
Where a product is priced at £0.00, you will be advised to call us for the latest prices, as this item is dependent on availability and where it will be sited. Should you add this item to your basket and complete checkout, we will telephone or email you and issue a separate invoice for this item. Any goods added at £0.00 will be charged at the advised price via telephone or email, and will not be charged at zero cost.
A. If you are an individual and are not buying goods on behalf of or for the purposes of a business, there are certain circumstances in which you may cancel the Contract. This right to cancel does not apply to business buyers. You:
A.1: may cancel the Contract for the goods you have ordered at any time up to the end of the period of fourteen (14) working days, beginning with the day after the day on which you have received the goods. You do not need to give the Company any reason for cancelling the Contract.
A2: Cannot cancel the Contract where you fail to return to us the goods, or if the condition of the goods has been unreasonably changed from an “as new” condition.
A3: To cancel the Contract you must notify the Company in writing, preferably using the Cancellation form to:
By post: Product Sales Department, Owls Hall Environmental Limited, Blackmore End, Braintree, Essex, CM7 4DF
B. If you have received the goods before you cancel the Contract then you must send the goods back to the Company at your own cost and risk. If you cancel the Contract before you have received the goods, but the Company has already processed the goods for delivery, you must not unpack the goods when they are received by you and you must send the goods back to the Company at your own cost and risk. All goods, which are the subject of a cancelled Contract, must be returned by you at your cost and risk and as soon as possible after (and in any event within 14 days from) the date you cancelled the Contract to the Company at: Owls Hall Environmental Limited, Blackmore End, Braintree, Essex, CM7 4DF
C. Once you have notified the Company that you are cancelling the Contract, any sum debited by the Company from your credit card or debit card will be re-credited to your account within thirty (30) days of the date you notified us of the cancellation PROVIDED THAT the goods in question are returned by you and received by the Company in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, the Company shall be entitled to deduct the direct costs of recovering the goods from any amount to be re-credited to you.
D. Any goods returned by you must be returned unused and ‘as new’ in their original packaging and including all manuals and components.
Owls Hall Environmental Limited reserves the right to either refuse products or reduce credit if any goods are not in ‘as new’ condition.
E. All returns are subject to a minimum 10% handling and restocking fee.
F. Should a customer wish to cancel an order, then under The Consumer Protection (The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) Regulations 2000, written notice of cancellation should be given to Owls Hall Environmental Limited within fourteen working days after receipt of the goods. Should goods be ordered on a bespoke basis, then these products are not covered by the fourteen working days cancellation rights.
G. Should an order be cancelled prior to delivery of a bespoke item, a full refund will be given so long as written cancellation is received before the item has gone into production. If however the item has entered production, there may be a cancellation fee charged by the manufacturers which will be payable by the customer. This fee could be up to 100% of the cost of the item ordered.
H. Where a contract is cancelled, the customer is obliged under the above regulations to ensure that reasonable care is taken of any goods received and ‘restore’ them to us. This does not mean that the customer is obliged to return them to us unless stipulated in the contract, only that the goods are made available for us to collect.
I. In the case of a cancelled order, should any damage be made to the items between the time of delivery and the time they are returned to us or the manufacturer, or any parts be missing as detailed in the original signed delivery note, then Owls Hall Environmental Limited reserve the right to refuse the return of goods or levy a charge to a maximum of 100% of the cost of the items.
J. Should it be requested that a supplied item be returned or an order cancelled on or after delivery, then Owls Hall Environmental Limited reserve the right to recover any transportation charge relating to the return of the item to the manufacturer. The charge for this transportation will be limited to £750.00 plus VAT for the return delivery.
K. In the case of a cancelled order, Owls Hall Environmental Limited will return the customers money as soon as possible and at the latest within 30 days of receiving the written notice of cancellation.
L. If payment for the goods is under a related credit agreement, the customer’s cancellation notice also has the effect of cancelling the credit agreement.
A. The Company is entitled to cancel the Contract if:-
B. The Company has insufficient stock to deliver the goods ordered by you;
C. The Company does not deliver the goods in your area; and/or
D. One or more of the goods you ordered was listed at an incorrect price (whether due to a typographical error, an error in the Company’s pricing information, as a result of taxes (including VAT) or duty changes, or for any other reason whatsoever).
E. If the Contract is cancelled by the Company, the Company will notify you by e-mail at the address given by you in your order form. Any sum debited by the Company from your credit card or debit card will be re-credited to your account within thirty (30) days of the date you place your order. The Company will not be liable for any loss or damage you incur as a consequence of such cancellation or be obliged to offer any compensation to you.
A. The Company will deliver the goods ordered by you to the address you gave the Company for delivery at the time you make your order. The Company is entitled to make deliveries in instalments or partial deliveries if appropriate.
B. The Company will use its reasonable endeavours to deliver the goods to you and perform the services within reasonable time after your order is accepted and in any event will use its reasonable endeavours to do so within thirty (30) days of the date of your order. All delivery times quoted are estimates only, based on availability, normal processing and delivery companies. Time of delivery is not of the essence and the Company shall not be liable for any loss or damage or for any costs, charges or expenses caused by any delay in delivery of the goods.
C. You will become the owner of the goods you have ordered when they have been delivered to you provided that the Company has received payment for them. If delivery occurs before the Company has received payment for the goods then title of the goods will remain with the Company until the Company has received payment for them. Once goods have been delivered to you they will be held at your own risk and the Company will not be liable for their loss or destruction.
D. You shall provide such access, assistance and co-operation as the Company and/or its authorised representatives may require for the purposes of delivering the goods. Whilst we make every effort to deliver all your goods on the agreed day, we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.
E. All sewage treatment plants, pumping stations or pipework of any sort will usually include the delivery charge to site on the mainland in the UK only. However, offloading is the responsibility of the customer in all cases. Should specific guidance be required on the offloading of any item, then Owls Hall Environmental Limited will be happy to supply this information. Should an additional delivery charge be levied on Owls Hall Environmental Limited by the manufacturers due to location, Owls Hall Environmental Limited will contact you to advise of the charge. In the case of onward transportation overseas or off the mainland, Owls Hall Environmental Limited will normally deliver to a port or freight forwarder.
F. Please contact Owls Hall Environmental Limited should you wish to have any item delivered on a vehicle with a HIAB or other offloading facilities as additional charges will be levied by the manufacturers.
G. Should the item be delivered on a vehicle with a HIAB crane at extra cost, this will be offloaded to the nearest hard standing area only.
H. Items may occasionally be delivered on a pallet. Please note that should the item be required to be transported forward, it is the customer’s responsibility to ensure that the dimensions of the pallet are taken into consideration.
I. Where a delivery charge is not included in the cost of the item then this charge will always be listed as a separate item in the quotation or estimate for the supply of the goods.
J. Customers can expect delivery of the goods usually within a few days and agreed at the time of order.
K. In most cases the item will be delivered within 30 days after receipt of full payment unless agreed as part of the contract. If Owls Hall Environmental Limited are unable to meet the 30-day deadline for delivery, then we will inform the customer prior to expiry of this period. At this point a new delivery date will be agreed by mutual consent.
L. Customers will be informed of the delivery date of items and must ensure that appropriate arrangements are available to offload, accept, check and sign for goods on site. Should persons not be available to accept goods, items will not be left without a signature. In this instance, the items will be returned to the appropriate depot and delivered on the next available date. A charge may be made for this in line with the manufacturers restocking and or collection charge policy.
M. Any shortages in an order should be notified to Owls Hall Environmental Limited within 24 hours of delivery.
N. On occasions pipework will be delivered on articulated transport vehicles with a length of over 13 metres. Please ensure that if there are any access restrictions full details are specified at the time of order. Should Owls Hall Environmental Limited not be informed of restrictions and items are returned to stock, a restocking/transport charge of 25% may be levied by the manufacturers.
All sewage treatment systems, septic tanks, pump stations, separators and rain water harvesters are mostly dispatched directly from the manufacturer and there may be a lead time, which we will advise of.
Should an order for pipework be received, there will be a minimum order value of £600.00 + VAT after discount to qualify for free delivery. Should the order value be less than £600.00, then a delivery charge of up to £85.00 + VAT will be levied. Please ask for further details.
All deliveries must be signed for by either the client or a suitable representative on site. Any discrepancies or damages must be reported within 24 hours of delivery. Owls Hall Environmental Limited accepts no liability for missing or damaged goods after this period of time.
Owls Hall Environmental Limited does not accept liability for delays associated with missed or late deliveries due to matters beyond their reasonable control. Transport is sub contracted and various hauliers can be used to transport your materials. We would strongly advise that the delivery of any concrete, machinery, labour, etc. to assist with the installation of the units is always deferred until the ordered items are on site, checked and accepted to avoid any unnecessary costs.
Owls Hall Environmental Limited does not accept responsibility for the installation of any units when these are sold on a supply only basis. Full installation instructions will be provided with the units and by prior request before delivery, should this be necessary.
All personal data is held in complicate with the data protection act principles.
The Contract (including the Service Terms) is governed by and shall be read in accordance with English law.
Disputes arising in connection with the Contract (including the Service Terms) shall be subject to the nonexclusive jurisdiction of the English courts.
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made.
We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.
You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
For more detail, please review our Returns Policy.
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.
You can review the most current version of the Terms of Service at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.
The trader should complete Part 1 of this form. If the customer wishes to exercise his/her right to cancel the contract within the Cancellation Period Part 2 should be completed, detached and returned to Owls Hall Environmental Limited. If the Purchaser/Consumer wishes for the work to be started prior to the expiry of the Cancellation Period Part 3 should be completed, detached and returned to the trader.