Terms of Service
1.0 General
Leisure Vehicle Group Ltd T/A motrhome.com whose registered office address is 38 Cross Green Road, Halton, Leeds, LS15 7QX.
1 Terminology of these terms and conditions:
“Buyer” is the person or persons placing an order including trade or business purchases.
“Seller” is Leisure Vehicle Group Ltd T/A motrhome.com.
“Goods”, “Services” or “Items” are the products and services Leisure Vehicle Group Ltd states to supply to the Buyer in accordance with these terms and conditions.
“Order” is the Buyer indicating to make a monetary payment in exchange for a good or service.
“Purchase” is the exchange of monetary payment to the Seller.
“Dispatch” is the good or service leaving the Buyer under agreed terms.
“Contract of sale” or “Sale” is the Buyer and Seller agreeing to exchange an item or service for a monetary value.
1.2 These terms and conditions apply to all goods and services offered and sold by Leisure Vehicle Group Ltd T/A motrhome.com, hereinafter referred to as motrhome.com or the Seller to the person or persons who places an order of the goods or services, hereinafter referred to as the Buyer.
1.3 By placing an order with motrhome.com via motrhome.com, an online service owned by motrhome.com or any other company owned by motrhome.com online and offline, the Buyer agrees to all terms and conditions of sale. It is the responsibility of the Buyer to acknowledge and understand these terms and conditions before completing any purchases with motrhome.com.
1.4 The Seller reserves all rights to amend these terms and conditions at any time, the latest date of amendments will be stated in 1.0 of the terms and conditions.
1.5 The Buyer’s statuary rights will not be affected by these terms and conditions.
1.6 The contract of sale between the Buyer and Seller will only be formed once an item has been dispatched.
1.7 The Buyer’s order of an item indicates the Buyer’s intention to make a purchase of an item or service from the Seller and does not represent an actual sale. Once a purchase order has been received, the Seller reserves all rights to accept and supply the good or service or decline the order and make a full refund of any payments made.
1.7.1 Receipt of payment is not an indication of an offer being accepted by the Seller.
1.7.2 Receipt of an order confirmation is not an indication of an order or purchase being accepted by the Seller.
1.8 motrhome.com reserves the right to decline any order made by the Buyer until the item has been dispatched.
1.9 motrhome.com will endeavour to provide a purchased item to the Buyer within an advertised time frame. However the Seller cannot be held responsible for any unforeseen delays in providing a good or service within the advertised time frame nor any costs incurred to the Buyer as a result of this.
2.0 Payment
2.1 Orders will not be processed by the Seller until the Buyer has paid for the purchased item in full.
2.2 In the case of items being dispatched before a full payment is made, motrhome.com retains title of said items.
2.3 In the case of a payment being withdrawn by the Buyer following the dispatch of an item purchased, motrhome.com will seek to recover the items or the equivalent monetary value of the items plus expenses. Interest will be charged at a rate of 8% above the Bank of England base rates.
2.4 By using a credit/ debit card to make payment for an order, the Buyer confirms that they are the authorised owner and user of the card.
2.5 All credit/ debit card payments are subject to validation checks and approved authorisation by the card issuer. In the case of a declined authorisation by the card issuer, motrhome.com will cancel the Buyer’s order.
2.6 motrhome.com does not accept responsibility for any charges levied by the card issuer or bank as a result of processing the Buyers credit/ debit card during payment in accordance with the Buyers instructions.
2.7 Payments equal to or exceeding £10000.00 will need to be made via PayPal or bank transfer.
3.0 Motrhome.com Item Listing Information
3.1 The information displayed on motrhome.com listings are supplied by the items manufacturer. motrhome.com does not accept responsibility for any inaccuracies with this data. The items fitting instructions take precedence.
3.2 motrhome.com has the right to alter or amend item specifics at any time without giving notice.
4.0 Pricing
4.1 The price of a good or service will be taken from the time and date of the listing on [insert web domain] when an order or purchase was made unless conflicted with 4.3 of the terms and conditions.
4.2 All prices include VAT at the statutory rate for the date an order is made.
4.3 In the case of an item’s price being incorrectly advertised by motrhome.com, the Buyer will be notified and reserves the right to continue with the order at the corrected price or cancel the order for a full refund.
4.4 motrhome.com will not be obliged to supply the goods or services at an incorrect price.
4.5 motrhome.com has the right to alter or amend item prices at any time without giving notice.
5.0 Dispatch
5.1 Once an item has been dispatched, the Buyer may receive a tracking number via email. If no email address was supplied by the Buyer, direct contact to the Seller via telephone will be required to receive the order’s tracking number.
5.2 motrhome.com will endeavour to dispatch and provide an item within the advertised time frame however the Seller cannot accept responsibility for any unforeseen delays. The Seller will contact the Buyer if any known delays occur. The Buyer may not be notified if a delay or issue is not known.
5.3 In the case of the Buyer not receiving a dispatch notification or communication of delay, it is the Buyers responsibility to notify motrhome.com.
5.4 motrhome.com will not be held liable for any delays in dispatching items within the advertised time frame.
6.0 Delivery
6.1 motrhome.com uses various delivery companies to deliver items to the Buyer.
6.2 Once an item has been dispatched, the responsibility for the safety and transit of the good falls on the courier.
7.0 Delayed Item
7.1. motrhome.com does not accept responsibility for any unforeseen delays in delivery of an item to the Buyer, including but not limited to:
7.1.1 The courier having difficulties finding the delivery address.
7.1.2 Any errors incurred by the Courier processing the delivery.
7.1.3 The Buyer supplying an incomplete or incorrect delivery address.
7.2 It is the responsibility of the Buyer to acknowledge and understand the tracking of an item during transit.
7.2.1 motrhome.com will provide tracking details of an order to the Buyer.
7.2.2 In the case of the order not being received by the Buyer within the agreed time frame, it is the responsibility of the Buyer to notify motrhome.com. motrhome.com endeavours to rectify any issues.
7.3 There will be a re-delivery charge levied to the Buyer if an item is returned to motrhome.com as a result of the Buyer supplying an incomplete or inaccurate address or the couriers three failed delivery attempts.
7.4 motrhome.com will not be held liable for any costs incurred to the Buyer due to a delay in delivery of an order.
8.0 Damaged Item
8.1 It is the responsibility of the Buyer to check the contents of the goods thoroughly once a delivery has been made.
8.1.1 It is the responsibility of the Buyer to notify motrhome.com of any damage within 48 hours in order for the issue to be rectified.
8.2 All internal and external packaging must be retained when reporting an item as damaged regardless of its condition.
8.3 In the case of the external packaging being visibly damaged upon delivery, it is the responsibility of the Buyer to sign as “damaged” with the courier if this is an option.
8.4 Refusing an item upon delivery based solely on the condition of the external packaging is not advised as the item within may not be defected.
8.5 In the case of a Buyer reporting the item as damaged, motrhome.com may require photographic images of the packaging and item to help expedite the situation.
8.6 Subsequent to the Buyer notifying motrhome.com of any damage to the packaging or item upon delivery, motrhome.com will carry out one of the following options:
8.6.1 motrhome.com will open a courier damage inspection. This process can take up to 8 working days starting from the day after the inspection is raised. The Buyer must agree to cooperate with the courier’s attempts to insect the damaged package. Once the inspection process has ended, motrhome.com will reimburse the Buyer with a replacement item or a full refund.
8.6.2 motrhome.com will offer a partial refund in settlement of any damage.
8.6.3 In the case that part of an item is damaged as opposed to the whole item, motrhome.com may send out the replacement part only.
8.6.4 motrhome.com will request the Buyer to return the damaged item via an agreed service with an agreed courier or postal service. The Buyer must provide a copy of any receipts in addition to using the agreed service with an agreed courier or postal service in order to be reimbursed for any return charges. motrhome.com will only reimburse any costs once the item and a copy of any receipts has been received. motrhome.com reserves the right to reject or give a partial refund if the Buyer returns an item that opposes the accepted pre-agreed terms.
8.7 motrhome.com will not accept liability for any costs incurred on the Buyer due to an item being delivered damaged.
9.0 Item Not Received
9.1 motrhome.com will provide tracking details of an order to the Buyer.
9.1.1 It is the responsibility of the Buyer to acknowledge and understand the tracking of an item during transit.
9.1.2 In the case of the order not being received by the Buyer within the agreed time frame, it is the responsibility of the Buyer to notify motrhome.com. motrhome.com endeavours to rectify any issues.
9.2 It is the responsibly of the buyer to notify Motrhome.com if the tracking number shows an item has been delivered but goods have not be received.
9.2.1 Subsequent to the report of a missing item, Motrhome.com will notify the courier to open an investigation. This process can take up to 8 working days starting from the day after the inspection is raised. The Buyer must agree to cooperate with the courier’s attempts to verify the items location.
9.2.2 Following the courier’s inspection, in the case that the item has not been delivered, the courier will issue Motrhome.com with a claim notification. Motrhome.com will only refund the item or dispatch a replacement item once the courier’s claim notification has been received.
9.2.3 In the case of a missing original item being re-delivered by the courier after the Buyer has already accepted a replacement item or a refund of the original item, the Buyer must refuse acceptance of the re-delivered original item.
9.2.4 In the case of the Buyer mistakenly accepts the original item after already accepting a replacement item or has received a refund of the original item the buyer must notify Motrhome.com as soon as possible.
9.3 In the case of a missing item, the Buyer agrees to make reasonable attempts to locate the item. i.e. Checking with neighbours or local access points.
9.4 Motrhome.com will not accept liability for any costs incurred on the Buyer due to an item being not being delivered.
10.0 Missing Parts or Item
10.1 It is the responsibility of the Buyer to check the contents of the goods thoroughly once a delivery has been made.
10.1.1 It is the responsibility of the Buyer to notify Motrhome.com of any missing parts or items within 48 hours in order for the issue to be rectified.
10.2 All internal and external packaging must be retained when reporting an item or part as missing regardless of its condition.
10.3 In the case of a Buyer reporting any parts or items missing, Motrhome.com may require photographic images of the packaging to help expedite the situation.
10.4 Subsequent to the Buyer notifying Motrhome.com of any missing parts or items upon delivery, Motrhome.com will carry out one of the following options:
10.4.1 Motrhome.com will open a courier inspection to try and find any missing parts or items. This process can take up to 8 working days starting from the day after the inspection is raised. Once Motrhome.com has received confirmation from the courier that they are unable to find the missing parts or items, Motrhome.com will dispatch a replacement item or arrange for a collection and refund.
10.4.2 Motrhome.com will offer a partial refund in settlement of any missing parts or items.
10.4.3 Motrhome.com will send out the missing parts or items only.
10.4.4 Motrhome.com will request the Buyer to return the item via an agreed service with an agreed courier or postal service. The Buyer must provide a copy of any receipts in addition to using the agreed service with an agreed courier or postal service in order to be reimbursed for any return charges. Motrhome.com will only reimburse any costs once the item and a copy of any receipts has been received. Motrhome.com reserves the right to reject or give a partial refund if the Buyer returns an item that opposes the accepted pre-agreed terms.
10.5 Motrhome.com will not accept liability for any costs incurred on the Buyer due to an order being delivered incomplete or with missing parts or items.
11.0 Incorrect Item
11.1 In the case of the Buyer receiving an item that is incorrect from what was ordered the Buyer must contact Motrhome.com.
11.2 All internal and external packaging must be retained when reporting an item as incorrect regardless of its condition.
11.3 In the case of a Buyer reporting the item as incorrect, Motrhome.com may require photographic images of the item to help expedite the situation.
11.4 Subsequent to the Buyer notifying Motrhome.com of any incorrect items, Motrhome.com will determine if the item delivered is incorrect and will carry out one of the following options:
11.4.1 Motrhome.com will arrange a collection of the incorrect item on any given working day from the original delivery address at the expense of Motrhome.com. Subsequent to Motrhome.com receiving the items in original condition with no damage, the correct item will be dispatched or the item will be refunded. Motrhome.com endeavour to dispatch new items within 48 hours of receiving incorrect items.
11.4.2 Motrhome.com will not dispatch a new item without collecting the incorrect item.
11.4.3 Motrhome.com will request the Buyer return the incorrect item for a refund using Motrhome.com return process at the expense of the Seller.
11.4.4 Motrhome.com will request the Buyer to return the item via an agreed service with an agreed courier or postal service. The Buyer must provide a copy of any receipts in addition to using the agreed service with an agreed courier or postal service in order to be reimbursed for any return charges. Motrhome.com will only reimburse any costs once the item and a copy of any receipts has been received. Motrhome.com reserves the right to reject or give a partial refund if the Buyer returns an item that opposes the accepted pre-agreed terms.
11.5 Motrhome.com will not accept liability for any costs incurred on the Buyer due to an incorrect item being delivered.
12.0 Guarantee
12.1 Motrhome.com guarantees the items sold are as advertised and free from faults or defects for at least the duration of the manufacturer’s warranty period. This guarantee will be void if faults or defects are as a result of the Buyer using the item against the manufacturer’s instructions or misused in any way.
12.2 It is the responsibility of the Buyer to report any suspects or concerns of faults or defects on any product purchased from Motrhome.com as soon as possible.
12.3 Motrhome.com will not accept liability for any costs incurred on the Buyer due to a faulty or defected item.
13.0 Buyers Right To Cancel
13.1 The Buyer has the right to cancel an order from the moment an order is placed and up to 30 days once an item has been delivered with the exception of made to order goods.
13.2 It is the Buyers responsibility to notify Motrhome.com of the intent to cancel an order within the time frame agreed in these terms.
13.3 The Buyer’s right to cancel allows for a full refund of all payments including standard delivery costs. Motrhome.com will not refund any enhanced delivery costs opted for by the Buyer. i.e. Next day delivery.
13.4 For returns details please see the Motrhome.com Returns Policy.
14.0 Complaints
14.1 The Motrhome.com customer service team are available during official business hours. In the case of the Buyer not being satisfied with the service given, formal complaints can be directed to the Motrhome.com complaints department whose address is: Complaints Department, Motrhome.com, 38 Cross Green Road, Halton, Leeds, LS15 7QX.
15.0 Privacy and Data Protection
15.1 Motrhome.com will not share any personal details of the Buyer with any third party unless necessary to complete an order.
15.2 Personal information collected may include but not limited to the Buyers; Name, Title, Company/ Organisation Name, Address, E-mail Address and Phone Number.
15.2.1 The personal information collected by the Seller will be used solely to aid the order process and to provide the Buyer with a purchased good or service.
15.3 Motrhome.com may use the Buyers personal information to converse important information about the product or service purchased. i.e. Product recalls, updates or notifications.
15.4 Special offers and information will be sent via email to the Buyer should they subscribe to the Motrhome.com mailing list.
16.0 Price Beating Policy
16.1 Motrhome.com endeavour to check prices against competitors to ensure a competitive price is available to the Buyer.
16.2 In the case of a competitor advertising a like for like product at a lower price, the Seller will aim to offer the Buyer a lower price.
16.2.1 Like for like products offered by the competitor must be in the same condition as the Seller’s product and available in stock.
16.2.2 Branded items must be the same model and by the same manufacturer.
16.2.3 None branded or own branded items will be price beaten at the Sellers discretion.
16.3 The Buyer must contact Motrhome.com before making any purchases in order for Price Beating to be considered.
16.3.1 The Buyer can contact Motrhome.com, email or telephone or written letter.
16.3.2 The Buyer must provide the details of the competitor’s item in order for Price Beating to be considered.
16.4 Price Beating is not guaranteed. Motrhome.com reserves the rights to decline any Price Beating request.
16.5 Price Beating does not apply to any companies, websites or departments owned by Motrhome.com.
16.6 Price Beating does not apply to any services provided by Motrhome.com. i.e. Fitting or coding.
17.0 Fraud Checks
17.1 Motrhome.com vigilantly screens all orders to ensure they are not fraudulent. This protects against chargeback from credit card companies whilst protecting customers.
17.2 Motrhome.com reserves the rights to decline or cancel any payments if not satisfied with the authenticity of an order. In the case of a cancelled or declined order, payments will be refunded.
17.3 All orders detected as fraudulent will be reported to the authorities and added to an internal fraud screening system.
18.0 Force Majeure
18.1 Motrhome.com will not be held liable for any delay or failure to fulfil an order through circumstances beyond the control of the company.
18.1.1 This covers but is not limited to natural disasters, acts of God, war and the failure of third parties, such as suppliers and subcontractors, to perform their obligations to the contracting party.
19.0 Returns
19.1 The returns policy on each listing outlines; when the return period begins, the length of the return period and the person or persons responsible for expenses endured by return postage. Motrhome.com does not accept returns outside of the time frame stated in the returns policy.
19.2 All items including Click & Collect orders must be sent to the Motrhome.com returns address. It is the customer’s responsibility to ensure the safe transit of all returned items.
19.3 All returns must be authorised by a Motrhome.com employee and accompanied with an RMA number.
19.4 Motrhome.com Returns Address: F.A.O Returns, 38 Cross Green Road, Halton, Leeds, LS15 7QX.
19.5 Subsequent to Motrhome.com receiving a returned item from the Buyer, Motrhome.com endeavours to inspect the item within 7 days. Once the inspection is complete, the Buyer will be contacted directly regarding a refund or to explain any issues raised as a consequence of the inspection.
19.6 Subsequent to the Motrhome.com inspection of a returned item, where required, Motrhome.com endeavours to refund the Buyer within 7 days. Refunds can only be issued to the Buyer via the original payment method.
19.7 Any item that is made to order cannot be cancelled or returned to the Seller. The Buyer will be made aware of any item that is made to order in writing prior to an order being accepted.
Contact Information
Questions about the Terms of Service should be sent to us at hello@motrhome.com.
Our contact information is posted below:
T:0113 403 4991