Consumer Terms and Conditions
Culligan Harvey Consumer Terms & Conditions of Sale
We ask that you take the time to read these Terms and Conditions of Sale (“Terms”) carefully. These Terms apply to the purchase of goods and services from us and together with your order constitute a legally binding contract between you and us. Please note that these Terms only apply if you are buying goods or services from us as a consumer (i.e. for purposes outside of your business, craft or profession). If you are hiring any goods, the hire will be subject to the terms of a hire agreement entered into with us. If you are buying goods or services from us in the course of business, our business terms and conditions apply to such purchases. For a copy of the business terms and conditions, please contact us.
Please note the limits on our liability set out in clause 14 below.
Nothing in these Terms affects your legal rights as a consumer. These Terms set out:
· your legal rights and responsibilities;
· our legal rights and responsibilities; and
· certain key information required by law.
In these Terms:
· ‘we’, ‘us’ or ‘our’ means Harvey Water Softeners Limited (company number 01362650), trading as Culligan Harvey and Culligan Harvey Water Softeners whose registered office address is at Fourth Floor, Abbots House, Abbey Street, Reading RG1 3BD. VAT no. 227923886 UK; and
· ‘you’ or ‘your’ means the person using our website to buy goods from us.
If you have any questions about these Terms, your contract with us or any orders you have placed, please contact us by:
· sending an email to customercare@harvey.co.uk or
· calling us on 01483 753 400 (our telephone lines are open Monday to Friday 9am to 6pm).
Do you need extra help?
If you would like these Terms in another format (for example: large print) please contact us using the contact details above.
If you buy goods or services from us, you agree to be legally bound by these Terms.
1.2 These Terms apply if you are buying goods or services from us as a consumer (i.e. for purposes outside of your business, craft or profession).
1.3 These Terms are only available in English. No other languages will apply to our contract with you.
1.4 When buying any goods or services from us you also agree to be legally bound by:
1.4.1 our Website Terms found here and any documents referred to in them;
1.4.2 our Privacy Policy found here;
1.4.3 our ArcCare Terms found here where you have purchased an ArcCare plan;
1.4.4 any applicable Subscription Terms, if you are making a purchase via any subscription programme offered by us; and
1.4.5 extra terms which may add to, or replace some of, our contract with you, for example if there is a change in law. We will contact you to let you know if this applies before we ship your order.
The above documents form part of your contract with us as though set out in full here.
2.1 We may change these Terms from time to time as required to meet our changing business needs or to comply with any changes in relevant laws and/or regulatory requirements. Any changes to these Terms will be posted on our website.
3.1 Below, we set out how a legally binding contract between you and us is made.
3.2 You can place an order in the following ways:
3.2.1 on our website by adding the required goods to your basket and completing the online checkout process;
3.2.2 in person at any store in which our products are sold by selecting the desired good(s) and making payment at the designated point of sale; or
3.2.3 by telephone, email or otherwise placing an order with our representative (including an engineer) where you indicate which good(s) or services you wish to purchase and make payment through the designated channels as facilitated by us.
3.3 Please check your order carefully and correct any errors before you submit it to us.
3.4 In respect of online orders, after you complete the online checkout process and submit your order (e.g. when you click on the ‘pay now’ button) we will acknowledge it by email. For sales made with our representative whether by telephone, in person or by email, they will acknowledge in person or by email. This acknowledgement does not, however, mean that your order has been accepted by us. A binding contract between us and you shall be formed on our acceptance of the order which will be as set out in clause 3.6 below.
3.5 All orders are subject to availability, and we reserve the right not to accept any order placed by you. We may contact you to say that we do not accept your order. This is typically for the following reasons:
3.5.1 the goods are unavailable;
3.5.2 we cannot authorise your payment;
3.5.3 you are not allowed to buy the goods or services from us;
3.5.4 we are not allowed to sell the goods or services to you;
3.5.5 you have ordered too many goods; or
3.5.6 there has been a mistake on the pricing or description of the goods or services.
3.6 We will only have accepted your order:
3.6.1 in respect of online sales of goods, when we email you to confirm this (Confirmation Email).
3.6.2 in respect of sales of goods made via telephone, email or in person:
(a) where you opt for installation of the goods, the order will be deemed accepted upon your selecting of installation with delivery (and payment will be taken separately on completion of the installation); or
(b) where you opt for home delivery without installation, the order will be accepted upon successful payment over the phone via the designated payment method and an invoice, confirming payment in full, will be sent along with the goods when shipped.
At this point a legally binding contract will be in place between you and us. If we are unable to accept your order for any reason, we will notify you, cancel your order and refund any sums already paid by you for that order.
4.1 We may use third party delivery service providers as well as our own salt delivery drivers to deliver our goods. Any stated delivery times are estimates only and we will not be responsible for delays in delivery caused by factors beyond our control.
4.2 Delivery, performance of installation or services will take place at the address specified by you when you placed your order with us.
4.3 We will use reasonable efforts to deliver your order within the delivery period or on the delivery date agreed with you, but no guarantee is given. If your delivery is delayed, we will notify you as soon as possible. However, we are not liable to you for any losses you incur if delivery is delayed due to circumstances beyond our reasonable control (e.g. failures of any mail or courier company, severe weather, accidents or traffic delays).
4.4 If nobody will be available to take delivery, please contact us using the contact details at the start of these Terms. If there is no one at the address given able to take delivery when we try to deliver, reasonable fees for storage and re-delivery fee may apply.
4.5 You are responsible for the goods once they have been delivered to the address specified by you when you placed your order with us. In other words, the risk in the goods passes to you when you take, or a third party nominated by you takes, possession of the goods. This does not affect your legal rights if the goods are faulty or not as described. Ownership of the goods will pass to you once you have paid for them in full.
4.6 We do not make deliveries or provide services to any addresses outside of the UK.
4.7 We may deliver your goods in instalments.
4.8 Please examine the goods as soon as possible after delivery and promptly notify us of any fault or damage.
5.1 Where installation of the goods is selected by you, we will arrange for installation of the goods by an engineer at the stipulated delivery address. Installation is charged for separately and in addition to the price of the goods. Payment for the goods and installation will be taken by the engineer on-site upon installation unless third party finance has been previously selected and approved.
5.2 We will use reasonable endeavours to carry out installation or servicing on the booked date, however, this date is not guaranteed and sometimes we may not be able to deliver, service and/or install the goods due to something beyond our reasonable control which affects delivery, servicing and/or installation.
5.3 You shall procure that an authorised person over the age of 18 who has your authority to grant us access and allow the installation or servicing shall be present at the delivery address on the agreed installation or service date, and you shall prepare (at your own cost) the delivery address for installation of the goods or for the service.
5.4 Acceptance of installation by such authorised person referred to in clause 5.3 above, shall constitute conclusive evidence that you have examined the goods and found them to be in good condition, complete and fit for the purpose for which it is intended. If required by us, your duly authorised person shall sign a receipt confirming such acceptance. Nothing in this clause affects your legal rights or other rights set out in the contract.
5.5 If no-one will be at the delivery address on the agreed installation or service date, you should notify us as soon as possible using the contact details set out at the start of these Terms above.
5.6 If we are unable to install the goods due to a water pressure or engineer fault, we will not charge the installation fee.
5.7 You shall be responsible for ensuring that the location where the goods are to be installed is safe and free from asbestos content and other hazardous or toxic substances. We reserve the right to refuse to install the goods at any location we determine to be unsafe.
6.1 If we offer any subscription programmes from time to time which enables you to purchase consumable items for your goods on a subscription basis and benefit from discounted prices, you will be subject to separate Subscription Terms which will be incorporated into these Terms.
7.1 You have the right to cancel your order under the Consumer Contracts Regulations 2013 and obtain a refund of amounts paid by you under that order:
7.1.1 in respect of an order for goods up to 14 days after you receive the goods subject to the terms of this clause 7; and
7.1.2 in respect of an order for services, up to 14 days from the date of the order confirmation unless you have requested us to start providing the services during the 14-day cancellation period and the services are fully performed during this period and subject to clause 8.3 and the other terms of this clause 7.
This is known as the ‘Cooling Off Period’. For more information, visit www.citizensadvice.org.uk .
7.2 To exercise the right to cancel, you must inform us by a clear statement (e.g. a letter sent by post or email) prior to the end of the 14 day cancellation period, providing your name, address contact details and details of the order you wish to cancel using the contact details below, or the model cancellation form set out at the end of these Terms and send it to us:
7.2.1 Email: customercare@harvey.co.uk
7.3 If you create a return for an item during the above timeframes but you can't return it to us for some reason within the time period due to extenuating circumstances, please get in touch as soon as possible but any refund will be at our discretion.
7.4 You will be responsible for the costs of the return of any goods to us. You should retain evidence of posting and we recommend sending the return via a tracked service.
8.1 If you cancel your contract with us, we will refund to you all payments received from you, including the costs of delivery of the goods to you.
8.2 We will make the refund without undue delay, and for goods that you have cancelled we will issue a refund not later than:
8.2.1 14 days after the day we have received back from you any goods supplied; or
8.2.2 (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
8.2.3 if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel your contract with us.
8.3 If you cancel any services and services have been provided during the 14-day cancellation period at your request, we will make deductions from any refund due to you for the services we provided up to the time that you told us that you want to cancel.
8.4 We will make the refund using the same means of payment as you used for the initial transaction. Refunds may take between 3 and 5 working days to appear in your account depending on your payment method or your bank or building society.
8.5 We may withhold any refund until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
8.6 If you have received goods: to return the goods, they must be unused (and in the case of consumables unopened) with no signs of wear or use, have all tags attached and be in the original product packaging. You may either send the goods to us or hand them over to us at the following address. Harvey Water Softeners, Hipley Street, Old Woking, Woking, Surrey, GU22 9LQ. This must be done without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. Within your return parcel, you must include a note containing your order number and reason for cancellation.
8.7 You will be responsible for the costs of the return of any goods to us. You should retain evidence of posting and we recommend sending the return via a tracked service.
8.8 You must take reasonable care to ensure the goods are not damaged while in your possession or in return transit. If you suspect your return parcel has become lost or damaged, we recommend first contacting the courier service that you used.
8.9 We may make a deduction from the refund for loss in the value of any goods supplied if the loss is the result of unnecessary handling by you (for example if any consumable item has been opened or have visible signs of wear or use); or damage in your possession or during transit.
8.10 You shall not have the right to cancel an order for goods or to any refund if there is any defect in the goods arising from wear and tear (fair wear and tear excepted), wilful damage, accident, negligence by you or any third party, use of the goods otherwise than as recommended by us, failure to follow the instructions, or any alteration or repair carried out by you or a third party.
9.1 We utilise a third-party payment processor to facilitate transactions. Finance options are available via a third party subject to the lender approval process that will assess your financial circumstances and your ability to repay the loan. We do not accept cash or cheques for any orders.
9.2 We will do all that we reasonably can to ensure that all the information you give us when paying for the goods via any third-party payment processor is secure by using an encrypted secure payment mechanism, such as Worldpay. However, in the absence of negligence on our part, any failure by us to comply with the contract between us and you or our Privacy Policy, or breach by us of our duties under applicable laws, we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.
9.3 All payments by credit card or debit card need to be authorised by the relevant card issuer. We may also need to use extra security steps via schemes such as Verified by Visa or Mastercard®SecureCodeTM.
9.4 Where you opt to pay for goods via a third-party loan agreement, the purchase of goods will be subject to the terms of the third-party loan provider. For further information please contact us via the details at the start of these Terms.
9.5 All prices are in pounds sterling (£) (GBP) and include VAT at the applicable rate, and include delivery costs (excluding any delivery costs for expedited delivery which will be charged in addition).
9.6 If we offer any discount codes, such codes will only be valid for the period and the terms stated.
10.1 Selected products come with our Harvey 90-day money-back guarantee where expressly stated by us. For details, please click here. Our guarantee does not apply to any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, use of the goods contrary to their intended purpose, failure to follow our instructions, or any alteration or repair carried out on the goods without our approval.
10.2 Any guarantee is in addition to your legal rights as a consumer for any faulty goods, as set out in in clause 12.
10.3 If you return any goods via the Harvey guarantee referenced in clause 10.1, we will arrange with you a date to uninstall the goods (where relevant). Please note the terms under clause 5 also apply to un-installing goods. When un-installing the goods, we will not be responsible for anything other than removal of the goods and will not make good any alterations that were made for the installation of the goods (e.g. if we drilled a hole in a worktop we will not repair the hole).
11.1 Selected goods are sold with a manufacturer’s warranty, details of which are provided with the goods and on the website. Any extended warranty offered by us will be charged for and subject to terms and conditions as detailed by us at the time of purchase.
11.2 Any warranty provided with the goods or sold by us does not apply to any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, use of the goods contrary to their intended purpose, failure to follow our instructions, or any alteration or repair carried out on the goods by you or a third party not authorised by us.
11.3 Any warranty is in addition to your legal rights as a consumer for any faulty goods, as set out in in clause 12.
12.1 We are under a legal duty to supply you with goods that are in conformity with the contract between us and you.
12.2 The images of goods and their packaging on the website and in any brochure are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that the display of the colours or the printed pictures accurately reflect the colours of any goods and the colours may vary depending upon what device you are using and your settings.
12.3 All weights, sizes and measurements set out on the website and in any brochure are as accurate as possible, there may be a small tolerance in such weights, sizes and measurements in the consumable items.
12.4 Any goods sold at discount prices, as remnants or as substandard will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.
12.5 The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’). The goods that we provide to you must be as described, fit for purpose and of satisfactory quality. For more detailed information on your rights and what you should expect from us, please:
12.5.1 contact us using the contact details at the start of these Terms; or
12.5.2 visit the Citizens Advice website www.citizensadvice.org.uk or call 0808 223 1133.
12.6 Nothing in the contract between us and you (including under any warranty or guarantee) affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.
12.7 We shall not be liable for any defect in the goods arising as a result of, due to, or from:
12.7.1 purchases of goods from unauthorised dealers or reseller/auction sites;
12.7.2 careless operation or handling, misuse, abuse or lack of maintenance;
12.7.3 use of consumables, parts and accessories other than those produced or recommended by us;
12.7.4 failure to change the consumables or carry out recommended maintenance (e.g. descaling) at the recommended periods;
12.7.5 external sources such as weather, electrical outages or power surges;
12.7.6 repairs, installations, re-locations, re-installs or alternations carried out other than by us or our authorised representatives;
12.7.7 normal wear and tear (e.g. fuse etc.);
12.7.8 cosmetic damage, including but not limited to scratches, dents and broken plastic;
12.7.9 deliberate damage, accident or neglect by you or any third party;
12.7.10 the unblocking of drainage channels or similar relating to your property’s plumbing;
12.7.11 use other than as recommended by us;
12.7.12 failure to follow the instructions for the goods;
12.7.13 infestation of insects or bugs.
13.1 If our contract with you is ended it will not affect our right to receive any money which you owe to us under that contract.
14. LIMITATION ON OUR LIABILITY – PLEASE READ CAREFULLY
14.1 We do not exclude or limit in any way our liability under these Terms:
14.1.1 for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors;
14.1.2 for fraud or misrepresentation;
14.1.3 for breach of the terms implied by section 31 (goods) and section 57 (services) of the Consumer Rights Act 2015;
14.1.4 for defective products under the Consumer Protection Act 1987, and/or
14.1.5 where the liability cannot be excluded or restricted by law,
and the remainder of this clause and these Terms is subject to this clause 14.1.
14.2 If we fail to comply with these Terms, we are responsible for loss or damage that you suffer that is a foreseeable result of our breach or failure to use reasonable skill or care but under no circumstances will we be liable for business losses, any loss or damage that is not foreseeable or that is not caused by any breach or negligence on our part. This means we will be responsible for any loss or damage if it was an obvious consequence or non-consequence of our non-compliance or if we knew that such loss or damage may result from our non-compliance at the time of entering the contract with you.
14.3 We shall not be liable under the warranty or otherwise for any loss suffered by you as a result of not being able to use the goods or any other loss other than the repair or the replacement cost of the goods or as otherwise set out in these Terms.
14.4 The goods are provided for domestic use only and, we will not be liable for losses to non-consumers or for any losses relating to any business of yours, for example, lost revenue, income or profits or any interruption to your business.
14.5 We will not be liable for any loss or damage suffered by any person who does not operate the goods in accordance with the instructions or for other matters that we state we are not liable for in these Terms.
14.6 Our maximum liability to you under these Terms and the contract shall be limited to 125% of the charges you paid for the relevant goods and/or services giving rise to the liability, except with respect to any liability under clause 14.1 in which case our liability to you is unlimited.
14.7 Nothing in these Terms will affect your legal rights.
14.8 You have legal rights if the goods are faulty, or if they are not as we have described, or if any services were not carried out by us with reasonable skill and care as set out in clause 12.
14.9 Where we install any goods, you agree to us carrying out the necessary work for installation. We will make good any damage to your property caused by us during installation. This does not include work that alters any part of your property that is required as part of the installation (e.g. if we need to drill a hole in a worktop). Where we uninstall any goods from your property we are not responsible for making good anything which has been altered in order to initially install the goods (e.g. we will not fill any hole in your worktop). We shall not be responsible for the cost of repairing any pre-existing faults or damage to your property that we discover during installation or uninstallation.
15. YOUR PRIVACY AND PERSONAL INFORMATION
15.1 Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.
15.2 We may notify you of goods, services and offers that we think may be of interest to you from time to time, but you may opt out of such communications at any time by notice in writing to us.
16. DISPUTES
16.1 We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with the goods you ordered, our service to you or our website, please contact us as soon as possible using the contact details set out at the top of these Terms.
16.2 If a dispute cannot be resolved via our customer service team or you are unhappy with the outcome, you may want to use alternative dispute resolution (ADR). ADR is a process for resolving disputes between you and us that does not involve going to court. You can submit a complaint to CEDR via their website at www.cedr.com. CEDR will not charge you for making a complaint and if you are not satisfied with the outcome, you can still bring legal proceedings.
17. GENERAL
17.1 The contract is between us and you. No third party shall have any right to enforce any terms of the contract save for any party we transfer our rights and obligations to as referred to in clause 17.2 below.
17.2 We may at any time transfer all or any of our rights and/or obligations under the contract, but this will not affect your rights and obligations. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. You may not transfer any or all your rights or obligations under the contract to another person without our prior written consent.
17.3 If we choose not to, or delay in, exercising or enforcing any right or remedy under the contract or by law, this will not prevent or restrict us from exercising that or any other right or remedy.
17.4 If a court or relevant authority decides that any provision or part provision of the contract is or becomes invalid, illegal or unenforceable, that provision or part provision shall be deemed deleted, but the remaining provisions of the contract shall remain in full force and effect.
17.5 Except as expressly provided in these Terms, the rights and remedies under the contract are in addition to, and exclusive of, any rights or remedies provided by law.
18. GOVERNING LAW AND JURISDICTION
18.1 The laws of England and Wales apply to these Terms and any contract between us and you, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country.
18.2 Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. If you live in another part of the UK you can choose whether to bring a claim in the courts of England and Wales or in the courts of another part of the UK in which you live.
19. JANUARY SALE
These January Sale Terms and Conditions (“January T&Cs”) are supplemental to and should be read in conjunction with the standard Culligan Harvey Consumer Terms & Conditions of Sale. By participating in our January Sale, you agree to these additional terms.
19.1 Applicability and Sale Period
- These January T&Cs apply exclusively to orders placed during our January Sale period, which runs from 26 December 2025 to 31 January 2026 (“Sale Period”).
- Orders placed outside this period will not qualify for the terms of this promotion.
- We reserve the right to extend the promotion.
19.2 Offer Details
- Customers will receive £150 off our Harvey Water Softeners during the promotional period.
- A demonstration will be conducted, and full quote will be supplied with the applicable promotion applied.
- This promotion is open to all new customers during the promotional period.
19.3 Exclusions
- The promotion cannot be used in conjunction with any other discounts, vouchers, or offers.
19.4 Availability
- All offers are subject to stock availability.
- Culligan Harvey reserves the right to amend or withdraw the promotion at any time without prior notice if circumstances make it necessary to do so.
19.5 Returns and Exchanges
- Standard returns and exchange policies apply.
- If items purchased under this promotion are returned, the refund will reflect the discounted amount paid.
19.6 General
- By taking part in this promotion, customers agree to be bound by these Consumer Terms and Conditions of Sale.
Model Cancellation Form
(Complete and return this form only if you wish to withdraw from the contract)
To Harvey Water Softeners Ltd Hipley Street, Woking, Surrey, GU22 9LQ
I hereby give notice that I/ cancel my contract of sale of the following goods [*]/for the supply of the following service [*],
- Ordered on [*]/received on [*],
- Name of consumer(s),
- Address of consumer(s),
- Signature of consumer(s) (only if this form is notified on paper),
- Date
[*] Delete as appropriate
Phone: +44 (0) 1483 753400 | Email: contact@harvey.co.uk | Website: www.harveywatersofteners.co.uk