Terms of service
Terms of Service
Luxury Eco Games — UK sales of made-to-order pool tables
IMPORTANT: This is a business-ready draft for review, not legal advice. Replace every item in [square brackets] before publishing and have a UK solicitor or Trading Standards adviser confirm that it matches your ordering, manufacturing, delivery and installation process.
1. About us and these terms
These terms apply when you order goods or related services from Luxury Eco Games through our website, by telephone, by email or through an agreed quotation.
We are [FULL LEGAL NAME], trading as Luxury Eco Games, a [company/sole trader/partnership] established in [England and Wales/Scotland/Northern Ireland]. Our registered or principal address is [ADDRESS]. If we are a company, our company number is [NUMBER] and our VAT number is [NUMBER, IF APPLICABLE].
You can contact us at [CUSTOMER SERVICE EMAIL], [PHONE NUMBER] or by post at the address above.
Please read these terms before ordering. They explain how a contract is formed, how made-to-order products are supplied, and the rights and responsibilities of both parties. Nothing in these terms limits any rights you have as a consumer under UK law.
2. Who may order
You must be at least 18 years old and legally capable of entering into a contract. These terms are written primarily for consumers purchasing for personal use. If you purchase wholly or mainly for business purposes, tell us before ordering; different business terms may apply and consumer rights may not apply.
3. Product information and sustainability claims
We take reasonable care to describe our pool tables, finishes, accessories and services accurately. Images are illustrative. Screen settings, lighting and the natural character of wood, stone, cloth and recycled or reclaimed materials may cause reasonable variations in colour, grain, texture, pattern or shade.
Measurements are approximate unless a specification or tolerance is expressly stated in your quotation or order confirmation. Any environmental or sustainability statement applies only as described on the relevant product page or specification and should be read together with any stated scope, certification or methodology.
4. Quotations, orders and contract formation
A quotation is valid for [30] days unless it says otherwise. Submitting an order, approving a specification or paying a deposit is an offer to buy. A binding contract is formed only when we send written order acceptance or an order confirmation.
Your order confirmation will normally identify the product, agreed specifications, price, deposit or payment schedule, estimated lead time, delivery address and any installation service. Please check it immediately and tell us promptly if anything is incorrect.
We may decline an order before acceptance, including where a product or material is unavailable, a pricing or description error is obvious, we cannot deliver safely to the location, or legal or compliance requirements prevent supply. If we have taken payment for an order we do not accept, we will refund it.
5. Made-to-order specifications and customer approval
Our pool tables are made to order. The exact specification may include dimensions, model, finish, cloth colour, pockets, accessories, engraving, branding, materials, installation and other options shown in the order confirmation.
You are responsible for checking and approving the final specification, spelling, measurements and other choices before production. We are responsible for carrying out our own professional measurements where our quotation expressly includes a site survey or measurement service.
After approval, requested changes are subject to our written agreement, material availability, revised price and revised lead time. We may refuse a change once materials have been ordered or production has begun.
6. Prices, VAT, deposits and payment
Prices are in pounds sterling and [include/exclude] VAT as stated at checkout or in the quotation. Delivery, installation, specialist access equipment, storage and other charges will be shown before the contract is formed or agreed separately if the need could not reasonably be identified beforehand.
Payment is due according to the schedule in your order confirmation. A deposit is part-payment of the price, not an automatic penalty. If you cancel without a legal right to do so, we may retain or claim only amounts permitted by law and reasonably reflecting losses and costs caused by the cancellation, taking account of costs we save and any reasonable opportunity to reduce our loss.
If payment is overdue, we may pause work or delivery after giving reasonable notice. This may change the estimated completion date. Title to the goods passes to you when we have received full cleared payment, but risk passes as described in section 10.
7. Cancellation and changes by you
Where a pool table is made to your specifications or is clearly personalised, the usual 14-day right to cancel a distance contract for change of mind does not apply. Merely describing an item as ‘made to order’ does not by itself remove a statutory cancellation right; the legal exception applies only where its requirements are met.
If the statutory exception does not apply, you may have a legal right to cancel an online, telephone or other distance order within 14 days after the day you receive the goods. The cancellation rules and return arrangements are set out in our Returns and Refunds Policy below.
If you ask to cancel an order that has no statutory cancellation right, contact us immediately. We may agree to cancel at our discretion. We may deduct or recover reasonable costs and losses already incurred, such as design work, non-returnable materials, labour, administration and reduced resale value, subject always to applicable law.
Cancellation rights do not affect your rights where goods are faulty, not as described, not fit for a disclosed purpose, or otherwise do not conform to the contract.
8. Lead times and delays
Any manufacturing or delivery date is an estimate unless we expressly agree in writing that a date is fixed or essential. Because products are made to order, the parties may agree a delivery period longer than 30 days. If no delivery time has been agreed, we will deliver without undue delay and, where required by law, within 30 days after the contract is made.
We will keep you reasonably informed of a material delay. Your legal remedies for late delivery remain unaffected, including any right to set an appropriate additional deadline or end the contract where the law allows.
9. Delivery, access and installation
We deliver only to addresses in the United Kingdom that we have agreed to serve. Delivery and installation are subject to safe and suitable access.
Before ordering, you must provide accurate information about the delivery location, including stairs, lifts, doorways, corridors, floor strength, parking, restricted access, low bridges, permits and any need for lifting equipment. Unless our quotation includes a site survey, you must check that the packaged components and assembled table can be moved into and installed in the intended room.
You must ensure that the installation area is clear, level, structurally suitable, dry, weatherproof and supplied with any services stated in the specification. You must obtain any landlord, building, planning or other permissions required.
If delivery or installation cannot be completed because information supplied by you was incomplete or inaccurate, access is unsafe or unsuitable, or no authorised adult is present, we may charge reasonable, evidenced redelivery, storage, labour or equipment costs after discussing the position with you.
Installation does not include electrical work, building work, floor reinforcement, decorating, removal of doors or windows, or disposal of an existing table unless expressly stated in the order confirmation.
10. Delivery inspection, risk and ownership
Please inspect the packaging and goods as soon as reasonably possible. Note visible transit damage on the delivery record and contact us promptly with photographs where practical. A delay in reporting does not remove your legal rights, but prompt notice helps us investigate and resolve the issue.
Risk passes to you when the goods come into your physical possession, or into the possession of a person you identify to receive them. If you arrange a carrier that we did not offer, risk may pass when the goods are delivered to that carrier, as provided by law.
11. Quality, care and warranty
Goods must be as described, of satisfactory quality and fit for any particular purpose you made known to us and that we accepted. Installation services must be carried out with reasonable care and skill.
Any additional manufacturer’s or commercial warranty is described in [WARRANTY DOCUMENT/LINK]. It is in addition to, and does not replace, your statutory rights. The warranty may require reasonable maintenance and may exclude fair wear and tear, misuse, accidental damage, unauthorised alterations, unsuitable environmental conditions, movement by third parties and failure to follow care instructions, but only to the extent permitted by law.
Pool tables require a stable environment and correct handling. Follow our care guide concerning temperature, humidity, levelling, cloth care and moving the table. Do not move, dismantle or attempt to repair a table where doing so may be unsafe or may worsen damage; contact us first.
12. Faulty or non-conforming goods
If there is a problem, contact us using the details in section 1 with your order number, a description of the issue and photographs or video where reasonably possible. We may inspect the product or arrange an assessment.
UK consumer law may entitle you to reject goods within the statutory short-term period, or to require repair or replacement and, in appropriate circumstances, a price reduction or final right to reject. The remedy depends on the circumstances and the applicable law. We will bear reasonable return, collection, removal and redelivery costs where the law requires us to do so.
If a table has been installed, do not dismantle or return it without our instructions. We will work with you to arrange a safe inspection, repair, replacement, removal or collection where appropriate.
13. Our responsibility to you
We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory rights, or defective products where liability cannot lawfully be excluded.
If we fail to comply with the contract, we are responsible for loss or damage that is a foreseeable result of our breach or failure to use reasonable care and skill. Loss is foreseeable if it was obvious that it would happen or both parties knew it might happen when the contract was made.
We are not responsible for business losses suffered by a consumer, such as loss of profit, revenue, business opportunity or business interruption, because our consumer products are supplied for private use. Nothing in this section affects rights that cannot lawfully be limited.
14. Events outside our reasonable control
We are not responsible for delay or failure caused by an event outside our reasonable control. We will contact you as soon as reasonably possible, take reasonable steps to reduce the effect and provide a revised estimate. If there is a substantial delay, you may contact us to discuss cancellation and any refund required by law.
15. Personal information
We use personal information as described in our Privacy Policy at [PRIVACY POLICY LINK], including to process orders, take payment, arrange delivery and installation, provide support and meet legal obligations.
16. Intellectual property
Our website content, product photography, designs, drawings, specifications and branding remain ours or our licensors’ property. You may use order-specific documents for personal purposes connected with your purchase, but you may not reproduce or commercially exploit them without permission. Customer-supplied logos, artwork or wording remain the customer’s responsibility; you confirm that our authorised use of them will not infringe another person’s rights.
17. Complaints
Please send complaints to [COMPLAINTS EMAIL/POSTAL ADDRESS]. We aim to acknowledge complaints within [5] working days and provide a substantive response within [20] working days. If we cannot resolve a complaint, we will tell you whether an applicable alternative dispute resolution provider is available or whether we are required or willing to use one.
18. Other important terms
We may transfer our rights and obligations under the contract to another organisation, but this will not reduce your rights. You may transfer your rights only with our written agreement, except where the law allows otherwise.
Each paragraph operates separately. If a court finds one part unlawful, the remaining parts continue in effect. A delay in enforcing a right does not waive it. Only you and we may enforce the contract, except where the law provides otherwise.
We may update these website terms from time to time. The terms in force when your contract was formed will apply to that order unless a change is required by law or agreed with you.
19. Governing law and courts
These terms and the contract are governed by the law of the part of the United Kingdom in which you live. You may bring proceedings in the courts of the part of the United Kingdom in which you live. If you live outside the UK despite our UK-only delivery policy, mandatory local consumer protections may also apply.
LUXURY ECO GAMES | CUSTOMER POLICIES
Returns and Refunds Policy
Luxury Eco Games — made-to-order pool tables supplied in the United Kingdom
This policy forms part of our Terms of Service. It does not reduce your statutory rights. Replace all [square-bracketed] details before publication.
1. Summary
We do not offer a voluntary change-of-mind return scheme for made-to-order pool tables.
The statutory 14-day distance-selling cancellation right generally does not apply where goods are made to your specifications or clearly personalised.
A product is not automatically exempt merely because it is described as made to order. If the legal exemption does not apply, statutory cancellation rights remain available.
Your rights for faulty, misdescribed or otherwise non-conforming goods always remain available.
2. Change-of-mind cancellations for customised goods
Where your pool table is manufactured to measurements, colours, finishes, materials, engraving, branding or other specifications you selected, or is otherwise clearly personalised, you do not have the usual statutory 14-day right to cancel simply because you have changed your mind.
You may still ask us to cancel before delivery. Any agreement to do so is discretionary. We may deduct or recover reasonable costs and losses already incurred, subject to applicable law. We will explain the calculation and take reasonable steps to reduce our loss.
3. If the statutory cancellation right applies
If your product is not made to your specifications or clearly personalised and the statutory distance-selling cancellation right applies, you may cancel without giving a reason within 14 days after the day you, or a person you nominate, receives the goods.
To cancel, send a clear statement to [RETURNS EMAIL] or [POSTAL ADDRESS] before the cancellation period ends. Include your name, address, order number, product and delivery date. You may use the model cancellation form at the end of this policy, but you do not have to.
After cancellation, you must return the goods within 14 days unless we agree to collect them. You are responsible for the direct cost of returning non-faulty goods where we informed you of that responsibility before the contract was formed. Because pool tables are large and may require specialist handling, the estimated return cost is [INSERT REALISTIC MAXIMUM ESTIMATE OR CALCULATION METHOD]. We will not impose return costs that the law requires us to bear.
You must take reasonable care of the goods. We may reduce the refund only where permitted by law to reflect loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
We will refund the price and the applicable standard outbound delivery charge within the period required by law. We may withhold the refund until we receive the goods or you provide evidence of return, whichever occurs first. We will normally use the original payment method unless agreed otherwise, and we will not charge a refund fee.
4. Faulty, damaged, misdescribed or incorrectly installed products
Contact us promptly at [RETURNS EMAIL] or [PHONE] if a product arrives damaged, is faulty, differs materially from the agreed description or specification, is not fit for an agreed purpose, or installation has not been carried out with reasonable care and skill.
Provide your order number and a clear description of the issue. Photographs or video may help us assess the problem but will not be used to impose an unreasonable barrier to a remedy.
Depending on the circumstances and UK consumer law, you may be entitled to:
reject the goods and receive a refund within the applicable short-term right-to-reject period;
a repair or replacement;
a price reduction; or
a final right to reject and receive an appropriate refund.
Where the problem concerns installation, we may also be required to repeat the service or provide an appropriate price reduction. Your remedy depends on the facts and applicable law.
5. Reporting visible delivery damage
Where possible, inspect the packaging and table at delivery and note visible damage on the delivery record. Contact us promptly and keep the packaging until we advise you. Failure to note or report visible damage immediately does not remove your statutory rights.
6. Inspection, collection and return arrangements
Pool tables are heavy, specialist products. Do not dismantle, move, package or return a table without contacting us first. We may arrange an inspection at your premises or ask for reasonable evidence of the issue.
If goods are faulty or otherwise do not conform to the contract, we will arrange and pay reasonable collection, removal, repair, replacement and redelivery costs where the law requires. If an inspection shows no fault and the issue resulted from misuse, accidental damage, unauthorised movement or unsuitable site conditions, we may charge reasonable inspection or collection costs only where this is lawful and was made clear to you.
7. Non-faulty return costs
Where a legal change-of-mind cancellation right applies to a non-faulty product, you must pay the direct cost of returning it, provided we gave you the legally required information before purchase. Returns must use an appropriately insured specialist carrier and safe packaging. We recommend contacting us before booking transport so that collection and access can be coordinated.
8. Refund method and timing
Approved refunds will be made to the original payment method unless we agree otherwise. Statutory refunds will be made within the time required by law. Any discretionary cancellation refund will be made within [14] days after the amount is agreed, less any lawful and reasonable deduction explained to you.
9. Exchanges and replacement choices
We do not offer automatic exchanges for non-faulty made-to-order goods. Where a repair or replacement remedy applies, we will discuss the practical options, availability and timeframe with you. A replacement may require a new manufacturing lead time.
10. How to contact us
Returns and aftercare: [RETURNS EMAIL]
Telephone: [PHONE NUMBER]
Postal address: [FULL ADDRESS]
Please include your order number in all correspondence.
Model cancellation form
Complete and return this form only if you have a statutory right to cancel and wish to use the form.
To: [FULL LEGAL NAME, POSTAL ADDRESS AND EMAIL]
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
[DESCRIPTION OF GOODS]
Ordered on / received on: [DATE]
Name of consumer(s): [NAME]
Address of consumer(s): [ADDRESS]
Signature of consumer(s) (only if this form is sent on paper): ____________________
Date: ____________________
LUXURY ECO GAMES | CUSTOMER POLICIES
Publisher Checklist
Complete these items before placing the policies on your website
Insert the full legal entity name, trading name, geographic jurisdiction, registered/principal address, company number and VAT number.
Insert monitored customer-service, returns and complaints contact details.
Confirm whether displayed prices include VAT and accurately describe the deposit/payment schedule.
Replace the estimated lead time, quotation validity, complaint-response targets and discretionary refund timing.
Insert a realistic advance estimate of specialist return costs for any non-custom product to which cancellation rights could apply.
Link the Privacy Policy, care instructions and any commercial warranty.
Align the access, site-survey, installation, storage and failed-delivery wording with actual operations.
Make the customised specification and loss of change-of-mind cancellation right prominent before checkout; do not hide it only in these terms.
Keep evidence of the customer’s approved specification and the pre-contract information provided.
Obtain UK legal review before publication and whenever the sales process or law changes.
Primary legal references used for this draft
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013: https://www.legislation.gov.uk/uksi/2013/3134/contents
Consumer Rights Act 2015: https://www.legislation.gov.uk/ukpga/2015/15/contents
UK Government guidance — accepting returns and giving refunds: https://www.gov.uk/accepting-returns-and-giving-refunds
UK Government guidance — online and distance selling: https://www.gov.uk/online-and-distance-selling-for-businesses