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Terms & Conditions

CAF Stock – Terms & Conditions of Sale

Last updated: 01/07/25

These Terms and Conditions apply to all purchases made with CAF Stock (“CAF”, “we”, “us”, “our”) through our website, by email, or by other remote means.
By placing an order, you agree to these terms.

1. About Us

CAF Stock supplies radiators, bathroom products, lighting, furniture, appliances, and related goods to trade and retail customers online.

2. Scope of These Terms

These terms apply to all purchases made remotely (online, email, phone, WhatsApp, invoice link).
CAF operates no retail stores and currently offers delivery only. Locker or collection-point options may be introduced later and will appear at checkout once available.

3. Ordering and Contract Formation

  • Placing an order constitutes an offer to purchase.

  • We will acknowledge receipt of your order, but a binding contract forms only once we dispatch the goods or confirm acceptance in writing.

  • We reserve the right to decline or cancel orders due to stock issues, suspected misuse, pricing errors, or other reasonable grounds.

  • Any pre-payments made before acceptance will be refunded if your order is declined.

4. Prices, VAT and Payment

  • Prices are listed in GBP and include VAT where applicable.

  • Delivery charges (if any) are shown before checkout.

  • Pricing errors: If a product is listed at an incorrect price due to system or human error, we may cancel the order or invite you to proceed at the correct price. If you do not wish to continue, a full refund will be issued.

  • Payment must be made in full before dispatch unless a written trade-credit arrangement exists.

5. Delivery & Shipping Policy

5.1 Delivery methods

CAF will either deliver directly using our own transport team or arrange delivery through an approved courier or two-man delivery partner, depending on item size, weight, and destination.

Delivery options include:

  • Standard parcel courier – for small or medium items delivered nationwide.

  • Two-man delivery service – for large appliances, furniture, or bulky goods (ground-floor or kerbside only unless otherwise stated).

  • Locker or collection-point delivery – for smaller items (coming soon; will appear at checkout once available).

All delivery services are booked and organised by CAF. Customers do not need to arrange their own courier unless agreed otherwise in writing.

5.2 Delivery areas & timescales

  • UK mainland deliveries only (contact us before ordering for non-mainland addresses).

  • Estimated lead times are shown at checkout; courier delays and external events may occasionally affect delivery dates.

  • Please do not book installers or trades until your goods have been received and checked.

5.3 Access & re-delivery

  • You are responsible for ensuring safe access and confirming that items will fit through doorways, stairwells, or lifts.

  • If delivery cannot be completed because no one is available or access is unsafe, re-delivery or abort fees may apply.

5.4 On delivery

  • Inspect goods immediately on arrival. Note any visible damage or shortages on the driver’s Proof of Delivery (POD) and take photos within 24 hours.

  • Report transit damage or shortages to aftersales@cafstock.co.uk within 48 hours, quoting your order number.

  • Do not install or use damaged or incorrect goods, as doing so counts as acceptance.

5.5 Old-appliance removal (where offered)

If offered at checkout, CAF can arrange removal of a like-for-like appliance for responsible recycling for a fee. Alternatively, please use your local recycling facility.

6. Descriptions and Product Condition

  • We aim to ensure all descriptions, specifications, and images are accurate. Manufacturing tolerances, packaging variations, or colour differences may occur.

  • Product condition will be stated as New/Boxed, New Old Stock (Boxed), or Ex-Display/Clearance graded A/B/C (see Section 8).

  • Unless explicitly stated, manufacturer warranties may or may not apply to clearance or ex-display goods.

7. Returns, Cancellations & Refunds

7.1 Cooling-off period (consumers)

Under UK law, consumers purchasing online may cancel within 14 days of delivery.
To do so, email aftersales@cafstock.co.uk with your order number.

To qualify for a full refund, goods must be:

  • Unopened, unused, and in original packaging;

  • Complete with all fittings, manuals, and accessories.

If goods are opened, unboxed, installed, or used, CAF may refuse the return or deduct an amount to reflect any reduction in resale value.
Return shipping is at your expense unless the item is faulty or incorrect.

You have 14 days from notifying us of cancellation to return goods safely.

7.2 Non-returnable items

We cannot accept returns for:

  • Products that have been opened, unboxed, installed, connected, or used;

  • Items not returned in their original packaging;

  • Cut-to-size or customised goods (e.g. worktops, splashbacks, trims);

  • Hygiene-sensitive products once unsealed (e.g. toilet seats, basins);

  • Consumables such as adhesives, sealants, or paints once opened.

These items are considered accepted once opened or installed.

7.3 Faulty or damaged goods

  • Report faults or damage within 48 hours of delivery (include photos).

  • Do not install or use faulty or damaged items — installation counts as acceptance.

  • If reported within 30 days, you may request a refund or replacement.

  • After 30 days, please contact the manufacturer directly if the product is still under their warranty.

Manufacturers will not cover damage caused by misuse, neglect, or wear and tear.
CAF may inspect goods before confirming a refund or replacement.

7.4 Trade / B2B customers

For business or trade orders, no returns or cancellations are accepted for change-of-mind.
If CAF agrees to a return at its discretion, goods must be unused, resaleable, and may be subject to a restocking fee (15–25%) and collection charge.

7.5 Duty of care

While goods are in your possession, you must take reasonable care to prevent damage.
CAF reserves the right to deduct costs for any loss or damage occurring before return.

7.6 Refund timing

Refunds (where approved) are processed within 14 days of CAF receiving and inspecting the returned item.

8. Warranty & Condition Grades

8.1 Condition labels

  • New/Boxed: Brand new, unopened manufacturer packaging. Full manufacturer warranty applies.

  • New Old Stock (Boxed): New and unused from older ranges; packaging may be re-sealed or aged.

  • Ex-Display / Clearance (Graded):

    • Grade A: Minor cosmetic marks or missing packaging; full functionality.

    • Grade B: Noticeable cosmetic marks/dents/scratches; full functionality.

    • Grade C: Significant cosmetic wear or missing non-critical parts; partially functional as described.

All known defects are photographed or described. Pricing reflects condition.

8.2 Warranties

  • Manufacturer warranties: Apply as stated; customers may need to register products.

  • CAF functional warranty (ex-display/clearance): 30-day functional warranty from delivery covering operation only. Cosmetic issues disclosed at sale are excluded.

  • Consumer statutory rights remain unaffected.

8.3 Installation & testing

  • Electrical and gas items must be installed by qualified professionals.

  • Proof of competent installation may be required for warranty claims.

  • Modifying goods or removing serial labels may void the warranty.

9. Liability

CAF is not liable for indirect, consequential, or financial losses such as lost labour, project delays, or missed appointments.
Our liability is limited to the value of the order, except for liability that cannot be excluded by law (death, personal injury, or fraud).

10. Law and Jurisdiction

These terms are governed by the laws of England and Wales, and any disputes will be handled exclusively by the courts of England and Wales.

11. Contact & Complaints

For any queries or issues, contact:
hello@cafstock.co.uk (general enquiries)
aftersales@cafstock.co.uk (returns & after-sales)
privacy@cafstock.co.uk (data protection)
0330 043 9984

We aim to resolve all complaints quickly and fairly.

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