TERMS OF SERVICE

Last updated: 11 August 2026

OVERVIEW

Welcome to Chilvers Reprographics. In these Terms, “we”, “us” and “our” refer to Chilvers Reprographics. We operate this website and online store, including the content, features, tools, products and services available through it (the “Services”).

These Terms, together with any policies referred to in them, set out the terms that apply when you access or use our Services or place an order with us.

Please read these Terms carefully before using our Services or placing an order. They contain important information about your rights and our responsibilities.

By using our Services or placing an order, you agree to these Terms. If you do not agree with them, you should not use our Services.

Our Privacy Policy explains how we collect and use personal information and forms part of these Terms.

Nothing in these Terms is intended to exclude or restrict any rights you have under applicable UK consumer law.

SECTION 1 – ACCESS AND ACCOUNT

You may use our Services only if you are legally able to enter into a contract with us. If you are under 18, you may use our Services only with the involvement and consent of a parent or guardian where required by law.

When you use our Services or place an order, we may ask you to provide information such as your name, email address, billing details, payment information and delivery address. You agree to provide accurate and complete information and keep it up to date where necessary.

If you create an account, you are responsible for keeping your login details secure and taking reasonable steps to prevent unauthorised access.

You are responsible for activity carried out through your account except where the activity results from circumstances outside your reasonable control or from our failure to take reasonable security measures.

You must not sell, transfer or allow another person to use your account without our prior written consent.

We may suspend or close an account where we reasonably believe it has been used fraudulently, unlawfully, in breach of these Terms, or in a way that may harm our Services, business or customers.

Nothing in this Section affects your statutory rights.

SECTION 2 – OUR PRODUCTS AND SERVICES

We make reasonable efforts to ensure that descriptions, images, specifications and other information about our products and services displayed on our website are accurate and up to date.

We may update product descriptions, specifications, images, prices and availability from time to time. Changes will normally apply to future orders and will not affect an order that we have already accepted, except where required by law or where there is an obvious error.

Product images are for illustrative purposes. Colours, finishes and other visual details may vary depending on your device, screen settings, materials, paper stock, inks, printing processes and other production factors.

Where products are manufactured or printed to your specifications, you are responsible for ensuring that the information, artwork, files, measurements, spelling and other details supplied by you are accurate and suitable for the intended product.

We may discontinue products or services and may, where reasonably necessary, limit the quantities available for purchase.

If we are unable to fulfil an order that we have already accepted, we will notify you and provide any refund or other remedy you are legally entitled to.

Nothing in this Section affects your statutory rights, including your rights where goods are faulty, not as described, not of satisfactory quality or not fit for purpose.

SECTION 3 – ORDERS

When you place an order through our website, you are making an offer to purchase the products or services selected by you.

We will send an acknowledgement confirming that we have received your order. This acknowledgement does not necessarily mean that your order has been accepted.

A contract between you and Chilvers Reprographics will be formed when we accept your order and confirm this to you, normally by email.

We may decline an order before it is accepted where, for example:

• a product or service is unavailable;
• there is an obvious pricing or product description error;
• we are unable to fulfil the order;
• the information supplied by you is incomplete or materially inaccurate; or
• we reasonably suspect fraud or unlawful activity.

If we do not accept your order after payment has been taken, we will refund the amount paid using the original payment method, unless otherwise agreed with you.

Once an order has been accepted, you may still have statutory cancellation or other legal rights. Where those rights apply, they are not affected by these Terms or our Refund and Returns Policy.

Nothing in these Terms limits or excludes your statutory rights, including your rights in relation to faulty, damaged or incorrectly supplied goods, goods that are not as described, services not supplied with reasonable care and skill, or any applicable statutory right to cancel.

Where we need to change or cancel an accepted order because we are unable to fulfil it, we will contact you as soon as reasonably possible and provide any refund or other remedy you are legally entitled to.

Where your order includes personalised, bespoke or made-to-specification products, we may ask you to confirm the relevant specifications before production begins.

SECTION 4 – PRICES, PAYMENT AND BILLING

All prices displayed on our website will be clearly stated and, where applicable, will include VAT.

Any mandatory charges required to purchase or receive a product or service will be clearly disclosed before you place your order. Delivery charges and optional delivery services will be shown separately where applicable.

Unless otherwise stated, export orders may be subject to additional taxes, customs duties, import charges, shipping or handling costs. You are responsible for such charges where applicable.

Prices, discounts and promotions may change from time to time. Changes will not affect an order that we have already accepted.

The price applicable to your order will normally be the price shown when you place your order, subject to obvious errors or circumstances where we are legally entitled to correct or cancel an order.

Promotions and discounts may be subject to additional terms, which will be made available when the promotion is offered.

Prices on our website may differ from prices offered at our physical premises or through third-party websites or retailers.

Payment methods

We accept most major credit and debit cards, including Mastercard, Visa, Maestro, Visa Electron, Switch and Solo, subject to availability and acceptance by our payment providers.

We also accept PayPal at checkout.

We use Stripe to process card payments. Card payments are processed securely through Stripe as part of the checkout process. We do not store customers' full card details on our own systems.

For card payments, the invoice or billing address provided with your order should match the billing address registered with your card issuer. A payment may be declined or delayed where the billing information cannot be verified.

We may use other third-party payment providers from time to time. Payments processed through those providers may also be subject to their own terms and privacy policies.

We do not add payment-method surcharges unless permitted by applicable law.

Customer registration

You do not need to create a customer account before placing an order.

You may register for an account if you wish. An account can save time on future orders and may allow you to view your order history and access or reprint invoices and other order information.

You are responsible for keeping your account login details secure and for providing accurate information.

We do not sell your personal information to third parties. We do not store your full payment card details on our own systems. Further information about how we collect, use and protect personal information is set out in our Privacy Policy.

You can create an account through the account registration facility on our website.

Nothing in this Section affects your statutory rights or rights under applicable data protection law.

Public sector and orders on account

Customers from eligible public sector organisations, including the Armed Forces, local authorities and councils, fire and rescue services, NHS organisations, police forces, schools, colleges and universities, may be able to select the “Public Sector Order” option at checkout.

Where this option is available, eligible organisations may place an order without making payment upfront or may provide their own official purchase order by fax, post or email, subject to our approval and any applicable account terms.

The minimum order value for public sector orders and other orders placed on account is £40 net, unless we agree otherwise in writing.

We may request appropriate organisational, billing or purchase-order information before accepting an order on account.

We reserve the right to decline an order on account or require payment in advance where reasonably necessary, including where an organisation does not meet our account requirements or has overdue amounts outstanding.

Telephone orders

If you do not wish to pay online, you may place an order by telephone using a credit or debit card by calling 01908 563149.

The minimum order value for telephone orders is £40 net.

Standard delivery charges for telephone orders involving small items will be the current applicable DPD delivery charge.

Telephone orders are subject to these Terms and any applicable statutory rights.

Checkout

When you have selected the products you wish to purchase, you can proceed to the basket and begin the checkout process.

You can return to continue shopping from the basket. Items can be removed from the basket using the relevant remove or “X” option.

At checkout, available payment methods will be displayed, which may include credit/debit card and PayPal.

Once your order has been successfully placed, you will normally receive an email acknowledging receipt of your order. This acknowledgement does not necessarily mean that your order has been accepted.

Nothing in this Section affects your statutory rights.

SECTION 5 – SHIPPING, DELIVERY AND COLLECTION

Delivery times are estimates unless we have expressly agreed a specific delivery date with you. Delivery times may be affected by circumstances outside our reasonable control, including delays caused by delivery carriers, customs authorities, severe weather, industrial action or other unforeseen events.

Where a delay occurs, we will take reasonable steps to keep you informed and minimise the delay where reasonably possible.

Click and collect

Where click and collect is available, orders will usually be ready for collection within approximately 24 hours.

You should wait until you have received our confirmation email before travelling to collect your order.

Click and collect collections can normally be made Monday to Friday between 11:00am and 4:00pm, subject to any changes to our opening or collection arrangements.

When collecting an order, you may be asked to provide the collection confirmation email and/or other reasonable information to verify the order.

International orders, taxes and duties

For orders delivered outside the UK, the customer is responsible for any applicable local taxes, customs duties, import charges or other charges imposed by the destination country. This includes customers in Northern Ireland where applicable.

If a parcel is refused, returned or cannot be delivered because applicable duties, taxes or other charges have not been paid, the customer will be responsible for any reasonable return delivery or related costs, to the extent permitted by law.

For orders being processed for delivery outside the UK, we may require the customer's 9-digit FedEx account number where necessary to arrange or process the shipment.

We are not responsible for delays caused by customs authorities, non-payment of import charges or other matters outside our reasonable control.

Nothing in this Section affects any statutory rights relating to delivery.

SECTION 6 – PRE-ORDERS

A pre-order is an advance purchase for a product that is scheduled to become available or be shipped at a future date.

Pre-orders may be used to reserve products before they become available for general sale.

Each product available for pre-order will normally display an approximate expected arrival or dispatch date on our website.

Pre-order dates are estimates and are not guaranteed. Availability may be affected by manufacturers, suppliers, shipping arrangements or other circumstances outside our reasonable control.

We will make reasonable efforts to update our website where we become aware of a material change to an expected availability date.

We will normally notify you using the email address provided with your order when a pre-ordered product becomes available and is ready for dispatch.

When placing a pre-order, you will normally be required to pay the full purchase price at checkout.

Orders containing pre-order and in-stock products

If an order contains both in-stock products and pre-ordered products, we will normally ship all items together once the pre-ordered products become available.

If you require an in-stock product to be dispatched separately before the pre-ordered product becomes available, you may need to place separate orders or contact us before placing your order to discuss available options and any additional delivery charges.

Nothing in this Section affects any statutory cancellation or other legal rights that may apply.

SECTION 7 – INTELLECTUAL PROPERTY

Our Services, including our trademarks, logos, text, images, graphics, product reviews, videos, audio, website design and other content, are owned by or licensed to Chilvers Reprographics and are protected by applicable intellectual property laws.

You may use our Services for personal and lawful purposes only.

You must not copy, reproduce, modify, distribute, republish or commercially exploit our content without our prior written permission.

Our trademarks, logos, product names, service names, designs and slogans must not be used without our prior written permission.

All intellectual property rights not expressly granted to you under these Terms are reserved by us or the relevant rights holder.

SECTION 8 – OPTIONAL TOOLS

Our website may provide access to tools, applications, payment services or other functionality supplied by third parties.

These services may be subject to the third party's own terms and privacy policy, which you should review where applicable.

We do not guarantee the availability, accuracy or functionality of third-party tools that we do not operate or control.

Where a third-party service is unavailable or experiences a fault, this may affect your ability to use certain features of our website.

We will take reasonable care in selecting and integrating third-party services that we use to provide our Services, but we are not responsible for matters solely within the control of the relevant third-party provider.

Nothing in this Section excludes or limits any liability or statutory rights that cannot legally be excluded or limited.

We may introduce new features, tools or services from time to time. Unless we state otherwise, those features will form part of our Services and will be subject to these Terms.

SECTION 9 – THIRD-PARTY LINKS

Our Services may contain links to websites or services provided or operated by third parties.

We are not responsible for the content, accuracy, security or availability of third-party websites or services that we do not operate.

If you choose to access a third-party website or service, you do so at your own risk and may be subject to that third party's terms and privacy policy.

Complaints or claims relating to third-party products or services should normally be directed to the relevant third party.

Nothing in this Section affects any rights or remedies you have under applicable law.

SECTION 10 – RELATIONSHIP WITH SHOPIFY

Our website and online store are hosted and powered by Shopify, which provides the technology and platform that enables us to offer our Services.

However, when you purchase products or services from Chilvers Reprographics, your contract and transaction are with Chilvers Reprographics, not Shopify.

Chilvers Reprographics is responsible for the products and services we sell to you and for complying with our obligations under these Terms and applicable law.

Shopify may process or have access to certain information in connection with operating our website, processing payments and providing other platform services. Further information about how personal information is handled is set out in our Privacy Policy.

Nothing in this Section limits or affects any rights or remedies you may have against Chilvers Reprographics.

SECTION 11 – PRIVACY POLICY

We collect and use personal information in accordance with our Privacy Policy.

Our website is powered by Shopify, which may process personal information as necessary to provide its platform and related services.

We may also share personal information with service providers where necessary to process orders, payments, deliveries, customer support and other aspects of our Services.

Some service providers may process personal information outside the UK. Where required by law, we will use appropriate safeguards for such transfers.

Please see our Privacy Policy for details of how we collect, use, share and protect your personal information and your rights under applicable data protection law.

Nothing in these Terms affects your rights under applicable data protection law.

SECTION 12 – FEEDBACK AND REVIEWS

If you provide us with feedback, ideas, suggestions, reviews or other content (“Feedback”), you grant us a worldwide, royalty-free and non-exclusive licence to use, reproduce, publish and distribute that Feedback for lawful purposes connected with operating, improving or promoting our Services.

We may edit Feedback for reasonable formatting, spelling, length or presentation purposes, provided that we do not materially misrepresent the substance of your Feedback.

You confirm that you have the right to provide the Feedback and that it does not infringe any third-party rights or break the law.

We are not required to keep Feedback confidential, pay you for it or respond to it.

We may remove or refuse to publish Feedback where we reasonably consider it unlawful, fraudulent, misleading, offensive or otherwise inappropriate.

You remain responsible for the Feedback you submit.

Nothing in this Section affects any rights or protections you have under applicable UK law.

SECTION 13 – ERRORS, INACCURACIES AND OMISSIONS

We make reasonable efforts to keep the information on our website accurate and up to date. However, errors, inaccuracies or omissions may occasionally occur, including in relation to product descriptions, prices, promotions, availability, delivery charges or estimated delivery times.

We reserve the right to correct genuine errors and update information at any time.

If an obvious error affects your order, we may contact you and, where permitted by law, cancel or amend the affected order.

If we cancel an order after payment has been taken, you will receive a full refund of any amount you are legally entitled to receive.

Nothing in this Section affects your statutory rights.

SECTION 14 – PROHIBITED USES

You may use our Services only for lawful purposes and in accordance with these Terms.

You must not:

• use the Services for any unlawful, fraudulent, harmful or malicious purpose;
• violate any applicable law or regulation;
• infringe our intellectual property rights or those of any third party;
• harass, abuse, threaten, defame or harm us, our staff or other users;
• submit false, misleading or fraudulent information;
• upload or transmit viruses, malware or other harmful code;
• send spam, unsolicited advertising or other unauthorised communications;
• impersonate another person or organisation;
• copy, reproduce, resell or commercially exploit any part of the Services without our permission;
• use automated tools, bots, spiders or scraping tools to access, collect or extract information from the Services without our permission;
• attempt to bypass or interfere with our security or access controls; or
• do anything that may damage, disrupt or interfere with the operation, security or availability of the Services.

We may suspend or terminate your access to the Services if we reasonably believe you have breached these Terms or applicable law.

Nothing in this Section affects any rights or protections you have under applicable UK law.

SECTION 15 – AUTOMATED AGENTS

This Section applies to any software, bot, AI system or other automated tool (“Agent”) that accesses, uses or interacts with our Services on your behalf or at your direction.

Agents may only access or interact with our Services where permitted by us and must:

• clearly identify themselves as an automated system;
• not impersonate or misrepresent themselves as a human;
• not bypass or circumvent CAPTCHAs, security measures or other access controls;
• not interfere with or disrupt the Services;
• comply with any technical instructions or restrictions we provide; and
• stop accessing the Services if we reasonably request that they do so.

We may restrict, suspend or block access by any Agent, including through technical measures, where reasonably necessary to protect our Services, users or systems.

You are responsible for ensuring that any Agent you use complies with these Terms and applicable law.

Nothing in this Section requires you to comply with a restriction that would be unlawful or would override a statutory right.

SECTION 16 – TERMINATION

We may suspend or terminate your access to the Services where we reasonably believe that you have breached these Terms, violated applicable law or misused the Services.

Where reasonably practicable, we will provide notice before terminating your access.

However, we may suspend or terminate access immediately where reasonably necessary to protect our Services, users, systems or legal rights.

You remain responsible for any amounts properly due up to the date of termination.

Termination of access does not affect rights or obligations that arose before termination.

Any provisions of these Terms that are intended by their nature to continue after termination will remain in effect, including provisions relating to Intellectual Property, Feedback, Liability, Governing Law and Privacy.

Nothing in this Section affects any statutory rights you have as a consumer.

SECTION 17 – WEBSITE AND SERVICE AVAILABILITY

We make reasonable efforts to ensure that information provided through our Services is accurate and up to date. However, errors or omissions may occasionally occur.

Our website and Services are provided on an “as available” basis. We do not guarantee that they will always be uninterrupted, secure or error-free.

We may temporarily suspend, restrict or modify access to the Services where reasonably necessary for maintenance, security, updates or other operational reasons.

Nothing in these Terms excludes or limits any rights, guarantees, warranties or remedies that cannot legally be excluded or limited under UK law, including your statutory rights as a consumer.

SECTION 18 – LIMITATION OF LIABILITY

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

In particular, nothing in these Terms excludes or limits our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• breach of your statutory consumer rights;
• faulty, misdescribed or otherwise non-conforming goods where liability cannot lawfully be excluded or limited;
• services not supplied with reasonable care and skill where liability cannot lawfully be excluded or limited; or
• any other liability that cannot legally be excluded or limited under UK law.

Subject to the above, and to the fullest extent permitted by law, we will not be liable for indirect or consequential loss, or for loss of profits, revenue, business, anticipated savings, goodwill or data, where such loss is not reasonably foreseeable or is not otherwise recoverable under applicable law.

We are not responsible for losses arising solely from your misuse of the Services, your failure to follow reasonable instructions, or events outside our reasonable control, except where applicable law provides otherwise.

Nothing in this Section affects any rights or remedies you may have as a consumer under applicable UK law.

SECTION 19 – CUSTOMER RESPONSIBILITY

You are responsible for ensuring that information, artwork, files, text, images, logos and other materials you provide to us are accurate and that you have the necessary rights and permissions to use them.

You must not provide material that is unlawful, defamatory, fraudulent, infringing, obscene or otherwise prohibited by law.

Where we reasonably believe that material supplied by you may breach the law or another person's rights, we may refuse to process the relevant order or request appropriate clarification.

Nothing in this Section makes you responsible for matters caused by our own negligence, breach of contract or unlawful conduct.

SECTION 20 – SEVERABILITY

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be modified or removed to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

If a provision can be interpreted in a way that makes it lawful and enforceable without changing its essential meaning, that interpretation will apply.

Nothing in this Section affects any statutory rights you have as a consumer.

SECTION 21 – WAIVER AND ENTIRE AGREEMENT

If we do not immediately enforce any right or provision of these Terms, this does not mean that we waive that right or provision.

These Terms, together with any policies referred to in them and any specific terms expressly agreed with you, form the agreement between you and us regarding your use of the Services and the relevant order.

Nothing in this Section excludes or restricts any rights or remedies available to you under applicable law.

SECTION 22 – ASSIGNMENT

You may not transfer or assign your rights or obligations under these Terms without our prior written consent, except where applicable law permits you to do so.

We may transfer or assign our rights and obligations under these Terms where reasonably necessary, including as part of a business sale, restructuring or transfer of the Services.

Any such transfer will not reduce your statutory rights or materially reduce our obligations to you under an existing contract.

SECTION 23 – GOVERNING LAW AND JURISDICTION

These Terms and any dispute or claim arising from them or your use of our Services will be governed by the laws of England and Wales.

The courts of England and Wales will have jurisdiction over any disputes, subject to any mandatory rights you may have under applicable UK consumer law.

Nothing in this Section prevents a consumer from relying on any mandatory rights or protections that apply to them.

SECTION 24 – HEADINGS

The headings in these Terms are for convenience only and do not affect the meaning or interpretation of any provision.

SECTION 25 – CHANGES TO THESE TERMS

We may update these Terms from time to time.

The latest version will always be available on our website.

Where we make material changes, we will provide reasonable notice where required by law and will state when the changes take effect.

Changes to these Terms will apply to future use of the Services and future orders unless otherwise stated.

Changes will not affect contracts already entered into before the changes take effect, unless the change is required by law or otherwise permitted by the relevant contract and applicable law.

Your continued use of the Services after a change takes effect does not remove or reduce any statutory rights you have.

SECTION 26 – CANCELLATION, RETURNS AND REFUNDS

Your legal rights to cancel, return or obtain a refund depend on the type of product or service you purchase.

25.1 Your 14-day cancellation right

Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a right to cancel an online order, you may normally cancel a contract for goods within 14 days after the day on which you, or a person you nominate who is not the carrier, receives the goods.

For services, the cancellation period normally ends 14 days after the day on which the contract is entered into.

You do not normally need to give a reason for cancelling under this statutory cancellation right.

Exceptions / non-returnable items
We do not accept returns on special orders / non stock items that have been ordered in on your behalf.

We do not accept returns on some items including machine spare parts, electronic parts (unless fitted by one of our engineers) and liquids, please email us if you would like to confirm if an item can be returned.

Please note we do not accept returns on export orders.

Spare parts, including electrical spare parts, may be subject to specific fitting, compatibility and installation requirements.

Unless otherwise stated, we do not provide a voluntary warranty or change-of-mind return facility for spare parts that have been fitted, installed, modified or otherwise used.

Where a spare part has been fitted by someone other than our engineers, we may require information about the installation and circumstances of any alleged fault before determining the appropriate remedy.

However, nothing in these Terms excludes or limits any statutory rights or remedies that apply where a spare part is faulty, not as described, not of satisfactory quality, not fit for purpose or otherwise does not comply with applicable law.

If you are unsure whether a spare part is suitable for your equipment, or have questions about our returns procedure, you should contact us before placing an order.

25.2 How to cancel

You can tell us that you wish to cancel by contacting us using the details in Section 26.

You may email us at sales@chilvers.co.uk or send a clear statement explaining that you wish to cancel your order.

You may also use any cancellation form we provide, although you are not required to use a particular form where the law allows you to cancel by another clear statement.

A cancellation notice is effective when you send it.

25.3 Returning goods

If you cancel a contract for goods under a statutory cancellation right, you must normally return the goods to us without undue delay and, in any event, within 14 days after telling us that you wish to cancel.

Unless we have agreed to collect the goods, you will normally be responsible for the direct cost of returning them where we have informed you before the contract is made that you would have to pay those costs.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at sales@chilvers.co.uk.

Please note returned items may incur a 20% administrative / restocking fee depending on the reason for return. 

These provisions do not affect your rights where goods are faulty, damaged, incorrectly supplied, not as described, not of satisfactory quality or otherwise do not comply with your statutory rights.

25.4 Refunds following cancellation

Where you exercise a statutory cancellation right, we will refund payments due to you in accordance with applicable law.

For goods, this will normally include the cost of standard delivery to you. If you selected a more expensive delivery service, we are only required to refund the amount equivalent to the least expensive standard delivery option we offered.

We will normally make the refund using the same payment method that you used for the original transaction, unless you expressly agree otherwise.

Where goods are being returned, we may withhold the refund until we have received the goods back or you have provided evidence that you have sent them back, whichever occurs first, where permitted by law.

We will make refunds within the period required by applicable law.

25.5 Faulty, damaged or incorrectly supplied goods

Nothing in these Terms limits or excludes your statutory rights in relation to goods that are faulty, damaged, not as described, not of satisfactory quality or not fit for purpose.

If you believe there is a problem with an order, please contact us as soon as reasonably possible so that we can investigate and provide the remedy you are legally entitled to.

25.6 Refund and Returns Policy

Our Refund and Returns Policy provides further practical information about cancellation, returns, refunds, exchanges and any applicable exceptions.

Nothing in that policy or these Terms is intended to reduce or exclude your statutory rights.

SECTION 27 – CONTACT INFORMATION

If you have any questions about these Terms, an order, cancellation or a refund, please contact us using the details below.

Chilvers Reprographics
Email: sales@chilvers.co.uk
Telephone: 01908 563149
Address: Units 1–3 Manse Close, High Street, Stony Stratford, Milton Keynes, MK11 1HU
VAT Registration Number: 119 1267 80