Terms and Conditions of Sale

Last updated: 1 September 2026

These Terms and Conditions apply to goods supplied by Comms Online Ltd, 7 Bell Yard, London, WC2A 2JR (“Comms Online”, “we”, “us” or “our”).

You can contact us by email at Sales@commsonline.co.uk or by telephone on 03301 330 695.

These Terms apply to orders placed through commsonline.co.uk and to orders accepted by quotation, email or other direct agreement.

1. Business Customers and Consumers

In these Terms:

A Consumer is an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.

A Business Customer is any customer purchasing wholly or mainly for the purposes of a trade, business, craft or profession.

Certain statutory rights apply only to Consumers. Nothing in these Terms is intended to restrict or exclude rights that cannot legally be restricted or excluded.

2. Products and Product Information

We take reasonable care to ensure that product descriptions, specifications, images and other information shown on our website are accurate.

Many products are manufactured or supplied by third parties and specifications may occasionally be changed by the manufacturer without notice.

Images are for illustrative purposes and colours, finishes, dimensions or other minor details may vary from those shown where this does not materially affect the function of the product.

Customers are responsible for checking that a product is suitable for their intended application. If you are unsure about compatibility or specification, please contact us before ordering.

3. Prices and VAT

Unless otherwise stated, prices displayed as trade prices are shown excluding VAT. Where an inclusive price is also displayed, this is shown for convenience.

VAT will be charged at the applicable rate.

Prices may change without notice before an order is accepted.

We make reasonable efforts to ensure pricing is accurate. If a product has been listed at an obviously incorrect price, we may contact you before accepting the order. We will not be obliged to supply goods at an obvious pricing error.

Delivery charges, where applicable, will be shown before the order is completed.

4. Placing an Order

When you place an order, you are making an offer to purchase the goods.

An automated order acknowledgement confirms that we have received your order but does not necessarily mean that your order has been accepted.

A contract is formed when we expressly accept the order or dispatch the goods, whichever occurs first.

If we cannot accept an order, for example because a product is unavailable, incorrectly priced or subject to a supplier restriction, we will notify you and refund any payment already taken for goods we cannot supply.

5. Payment

Orders placed through the website must be paid using one of the payment methods made available at checkout unless credit terms have previously been agreed.

Business Customers with approved credit accounts must pay invoices in accordance with the payment terms stated on the invoice or agreed separately.

Where a Business Customer fails to pay an undisputed invoice when due, we reserve the right to suspend further supply and to claim interest and recovery costs where permitted under applicable late-payment legislation.

6. Availability and Lead Times

Product availability is not guaranteed unless specifically confirmed by us.

Some products are supplied directly from manufacturers or distributors and availability may change without notice.

Any lead time or delivery estimate shown on the website, provided by email or given verbally is an estimate unless we expressly agree otherwise in writing.

If your requirement is time critical, please contact us before ordering so that availability and expected delivery can be checked.

For Consumers, where no different delivery period has been agreed, we will deliver within the period required by applicable consumer law.

7. Delivery

Online orders are supplied to eligible UK mainland addresses unless otherwise agreed.

Delivery charges are shown during checkout or included in a quotation.

We may deliver an order in more than one consignment where reasonably necessary.

We are not responsible for delays caused by circumstances outside our reasonable control, but this does not affect any rights a Consumer may have under applicable law.

Customers are responsible for providing a complete and accurate delivery address and for ensuring that someone is available to accept delivery where required.

Additional charges resulting from an incorrect delivery address, refused delivery or repeated delivery attempts may be charged to Business Customers where reasonably incurred.

8. Risk and Ownership

For Consumers, risk in the goods passes when the goods come into the physical possession of the Consumer or a person identified by the Consumer to take possession of them.

For Business Customers, risk passes on delivery to the delivery address or collection by the Business Customer or its nominated carrier.

Legal title to goods supplied to a Business Customer remains with Comms Online until all sums due for those goods have been paid in full.

9. Delivery Damage, Shortages and Incorrect Goods

Please inspect goods as soon as reasonably possible after delivery.

If goods arrive damaged, items are missing, or the wrong product has been supplied, please contact us promptly with the order number and details of the issue.

Photographs of the packaging and product may be requested to allow us to investigate the issue with the carrier or supplier.

Business Customers should notify us of visible delivery damage, shortages or incorrect goods as soon as reasonably possible after delivery.

Failure by a Consumer to notify us within a particular period does not remove any statutory rights available to that Consumer.

10. Consumer Cancellation Rights

Consumers purchasing at a distance may have a statutory right to cancel their order without giving a reason.

Where the statutory cancellation right applies, the Consumer normally has 14 days from receiving the goods to tell us that they wish to cancel.

After notifying us of cancellation, the Consumer normally has a further 14 days to return the goods.

Consumers should contact us before returning goods so that we can provide return instructions.

The Consumer is responsible for the direct cost of returning change-of-mind goods unless we have agreed otherwise or the goods are faulty, damaged or incorrectly supplied.

Where required by law, we will refund the cost of our least expensive standard outbound delivery service. Any additional amount paid for an enhanced, timed or premium delivery service is not refundable beyond the cost of standard delivery.

We may reduce a refund where the value of goods has been diminished as a result of handling beyond what would reasonably be necessary to establish the nature, characteristics and functioning of the goods.

Further details are set out in our Returns Policy.

11. Exceptions to Consumer Cancellation Rights

The statutory right to cancel may not apply to certain goods, including where applicable:

goods made to the Consumer's specifications or clearly personalised;

custom-manufactured or specially configured products where the statutory exemption applies;

sealed computer software or similar sealed products once unsealed; and

other products excluded from cancellation rights by applicable law.

A product being sourced specially from a supplier does not by itself remove a Consumer's statutory cancellation rights unless a legal exemption applies.

12. Business Customer Cancellations

Business Customers do not have an automatic change-of-mind cancellation or return right.

Once a Business Customer's order has been accepted, cancellation is subject to our prior written agreement.

Where we agree to cancel a Business order, we may recover reasonable costs already incurred, including manufacturer or distributor cancellation charges, carriage costs, configuration costs or other directly attributable costs.

Special-order, custom-manufactured, configured, cut-to-length or non-stock products may not be cancellable once ordered from the supplier.

We will tell the Business Customer of any applicable cancellation cost before accepting the cancellation where reasonably practicable.

13. Business Customer Returns

Goods purchased by Business Customers may only be returned for change-of-mind reasons with our prior written authorisation.

Where a discretionary Business return is agreed:

the goods must be unused and suitable for resale;

original packaging, accessories, manuals and other supplied items must be included;

the Business Customer is responsible for return carriage; and

a reasonable restocking, administration or supplier return charge may apply.

Special-order, custom, configured or non-stock products are generally not returnable by Business Customers unless faulty or incorrectly supplied.

14. Faulty Goods

Goods should be of satisfactory quality, fit for any purpose made known where applicable, and correspond with their description as required by law.

Consumers have statutory remedies under the Consumer Rights Act 2015. These may include a short-term right to reject qualifying faulty goods and rights to repair, replacement, price reduction or final rejection depending on the circumstances.

Nothing in these Terms affects those statutory rights.

Business Customers should notify us of faults as soon as reasonably possible.

Where a product is covered by a manufacturer's warranty or another warranty communicated at the time of sale, warranty claims may be handled in accordance with the relevant warranty procedure.

Goods must not be modified, misused, incorrectly installed or repaired by an unauthorised party where this has caused or contributed to the fault.

15. Returns Procedure

Goods must not be returned without contacting us first.

Please email Sales@commsonline.co.uk or call 03301 330 695 with:

your order or invoice number;

the product being returned;

the reason for the return; and

photographs where the product is damaged or faulty.

We will provide return instructions and the appropriate return address.

Do not send returns to our registered office unless we specifically instruct you to do so.

16. Refunds

Where a Consumer exercises a statutory cancellation right, refunds will be made within the period required by law.

We may withhold a Consumer cancellation refund until we have received the goods back or the Consumer provides evidence that the goods have been returned, where the law allows us to do so.

Refunds are normally made using the original payment method.

Business Customer refunds or account credits for authorised returns will be processed after the goods have been received and inspected.

Banking or payment-provider processing times are outside our control.

17. Warranties

Any manufacturer's warranty is provided in addition to, and not instead of, statutory rights that apply to Consumers.

Where a warranty claim is made, we may require the product to be returned for inspection or testing.

For Business Customers, where returned goods are tested and found not to be faulty, we reserve the right to charge reasonable testing, handling and return carriage costs where these have been communicated to the customer.

18. Liability to Consumers

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

Nothing in these Terms affects a Consumer's statutory rights.

We do not exclude or limit liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

19. Liability to Business Customers

This section applies only to Business Customers.

To the fullest extent permitted by law, we will not be liable for indirect or consequential loss, loss of profit, loss of revenue, loss of anticipated savings, loss of business, loss of opportunity or loss of data arising from the supply or use of goods.

Subject to liabilities that cannot legally be limited, our total liability arising from an order will not exceed the amount paid or payable for the goods giving rise to the claim.

The Business Customer remains responsible for ensuring that products are suitable for the intended installation and are installed and used appropriately.

20. Force Majeure

We are not responsible for failure or delay in performing our obligations where caused by events outside our reasonable control.

These may include supplier failure, carrier disruption, industrial action, fire, flood, severe weather, acts of government, war, civil disturbance, interruption of transport or communications, shortages of materials or other circumstances beyond our reasonable control.

We will take reasonable steps to minimise the effect of such circumstances.

21. Privacy

Personal information is processed in accordance with our Privacy Policy.

Information supplied in connection with an order or enquiry may be shared with carriers, manufacturers, distributors or other service providers where reasonably necessary to fulfil the order or deal with the enquiry.

22. Governing Law

These Terms are governed by the laws of England and Wales.

For Business Customers, the courts of England and Wales will have exclusive jurisdiction unless otherwise agreed.

Consumers retain any rights regarding governing law or jurisdiction that cannot legally be excluded.

23. Changes to These Terms

We may update these Terms from time to time.

The Terms applying to an order are those in force when that order is accepted, unless a change is required by law.