Terms & Conditions

Welcome to Soaque.

These Terms & Conditions set out how we supply products through our website and the conditions that apply when you place an order with us.

Our aim is to keep everything clear, fair and transparent. If you have any questions before placing an order, our team will always be happy to help.

Company Information

Soaque is the trading name of Chester Bathroom Supplies Ltd.

Registered Company Name
Chester Bathroom Supplies Ltd

Company Number
01874745

VAT Number
421 9320 79

Registered Address
2–6 Brookdale Place
Chester
CH1 3DY
United Kingdom

Trading & Distribution Address
Unit 10
Stretton Green Distribution Park
Appleton Thorn
Warrington
WA4 4TQ
United Kingdom

Telephone
01925 939 581

Email
customerservice@soaque.co.uk

Placing an Order

When you place an order through our website, you will receive an email acknowledging receipt of your order.

This confirmation does not constitute acceptance of the order.

A binding contract between you and Soaque is only formed when the goods are dispatched from our warehouse or supplier.

We reserve the right to decline or cancel orders prior to dispatch where necessary, including but not limited to:

- Product availability issues

- Pricing errors

- Supplier restrictions

- Payment verification requirements

If we are unable to fulfil your order, we will notify you and issue a full refund.

Pricing

All prices displayed on our website include VAT where applicable.

Delivery charges may apply depending on the size of the order and delivery location and will be shown during checkout.

While we take care to ensure pricing accuracy, errors may occasionally occur. If an incorrect price is displayed, we reserve the right to cancel the order and issue a full refund before dispatch.

Product Information

We aim to ensure product descriptions, images and specifications are accurate.

However:

- Colours may vary slightly due to screen settings

- Finishes may vary between manufacturing batches

- Dimensions may vary within normal manufacturing tolerances

If you require clarification before ordering, please contact our team.

Batch & Finish Variation

Many premium bathroom products feature specialist finishes such as brushed brass, bronze, nickel or plated coatings.

Due to the manufacturing processes involved, minor variations in colour, tone and texture may occur between products or batches.

These variations are normal characteristics of the finish and are not considered faults or defects.

Products purchased at different times may not match exactly.

Natural Materials

Certain products incorporate natural materials such as stone, ceramics or handcrafted finishes.

Variations in colour, pattern, veining or surface texture may occur.

These variations are inherent characteristics of natural materials and contribute to the individuality of each product.

They are not considered defects.

Delivery

Delivery timeframes displayed on the website are estimates only and may vary depending on supplier availability and courier schedules.

Customers must ensure:

- Delivery access is suitable

- Someone is available to accept delivery where required

Risk in the goods passes to the customer once delivery has been completed.

Delivery Access

Customers are responsible for ensuring delivery access is suitable for the goods ordered.

This includes confirming that:

- Doorways, hallways and staircases allow safe access

- Adequate assistance is available if required

- The delivery location is accessible to courier vehicles

If delivery cannot be completed due to access restrictions, additional charges may apply.

Checking Your Order

Customers should inspect all goods immediately upon delivery.

Any visible damage must be reported within 48 hours of delivery.

Failure to notify us within this timeframe may affect our ability to resolve the issue with the courier.

Inspection Before Installation

Customers must check all items carefully before installation.

Products must not be installed until they have been inspected for damage, defects or incorrect supply.

Installation of a product constitutes acceptance of the goods, unless the product is later proven to be faulty.

Soaque cannot accept responsibility for:

- Installation costs

- Removal costs

- Reinstallation costs

- Labour charges relating to replacement goods

Product Suitability

Customers are responsible for ensuring products are suitable for their intended installation.

Where technical compatibility is required (for example plumbing connections or water pressure requirements), customers should verify suitability before purchase.

Our team may provide guidance where possible, but final responsibility rests with the purchaser or installer.

Design Advice & Planning Guidance

From time to time Soaque may provide design inspiration, product recommendations, layouts or technical guidance.

Any such advice is provided for general guidance only.

Final responsibility for ensuring products are suitable for the installation environment, plumbing system and design layout remains with the customer and/or their installer.

Soaque cannot accept liability for issues arising from design decisions, installation constraints or compatibility with existing building conditions.

Consumer Returns

If you are purchasing as a consumer, you have the right to cancel your order within 14 days of delivery under the Consumer Contracts Regulations.

To qualify:

- You must notify us within 14 days of receiving the goods

- Items must be unused and in original packaging

- Items must be in resalable condition

Customers are responsible for arranging and paying for return shipping.

Refunds will be issued within 14 days of receiving returned goods.

Original delivery charges are not refundable unless goods were faulty.

Returning Large or Palletised Items

Many products supplied by Soaque are heavy or oversized.

Customers returning unwanted goods are responsible for arranging suitable transport.

Large items may require palletised courier collection.

Where Soaque assists with arranging collection, transport costs may be deducted from the refund.

Bespoke & Special Order Items

Certain products are manufactured or sourced specifically for each order.

The following items cannot be cancelled or returned once confirmed:

- Bespoke or made-to-order items

- Special order items sourced specifically for a customer

- Custom finishes or configurations

- Items marked as non-returnable

Customers should ensure specifications are correct before confirming these orders.

Faulty Goods

If goods are faulty, customers are entitled to remedies under the Consumer Rights Act 2015.

Where a fault is confirmed, we will offer repair, replacement or refund where appropriate.

Photographs or inspection may be required.

Manufacturer Warranties

Many products supplied by Soaque are covered by manufacturer warranties.

Warranty terms vary by brand and may require:

- Professional installation

- Proper maintenance

- Compliance with manufacturer instructions

Damage caused by incorrect installation, misuse or incompatible systems may invalidate warranty coverage.

Soaque will assist customers with warranty claims where possible, but final decisions remain with the manufacturer.

Trade & Business Customers

Orders placed by businesses, installers or trade professionals are treated as business-to-business transactions.

B2B purchases are not covered by consumer distance selling regulations.

Unless agreed otherwise in writing:

- Orders are non-cancellable

- Orders are non-returnable

- Special order items remain non-returnable

Payment Security

Soaque reserves the right to perform payment verification checks.

For high-value orders we may request additional identification before dispatch.

If a chargeback or payment dispute is initiated after goods have been dispatched, we reserve the right to pursue recovery of the goods or outstanding balance.

Ownership of Goods

Ownership of goods remains with Soaque until full payment has been received.

Uncollected Goods

If goods are returned to Soaque or held pending collection and remain unclaimed for more than 60 days, we reserve the right to charge reasonable storage fees or dispose of the goods.

Commercial Use & Resale

Products purchased through our website are intended for personal or installation use.

We reserve the right to refuse returns or cancel orders where we reasonably believe goods are being purchased for resale or distribution without prior agreement.

Limitation of Liability

To the fullest extent permitted by law, Soaque shall not be liable for:

- Indirect or consequential losses

- Loss of profit or business interruption

- Installation or labour costs associated with replacement goods

Our total liability relating to any order will not exceed the value of the goods supplied.

Nothing in these terms limits your statutory consumer rights.

Website Use

All website content including images, text and branding remains the property of Soaque or its licensors and may not be reproduced without permission.

Governing Law

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

Contact

If you have any questions regarding these Terms & Conditions or your order, please contact us.

Telephone
01925 939 581

Email
customerservice@soaque.co.uk