1.01 "The Company" refers to Salacia Group Ltd. "The Purchaser" refers to the individual or entity in contract with or purchasing goods or services from the Company.

1.02 “Customer” means any individual or entity purchasing Product(s) and/or Services from the Company, including both:

• retail customers purchasing directly; and

• trade or business customers (including, but not limited to, those placing contract and commercial projects, as a contractor, developer, designer, architect or other agent) purchasing on their own behalf or on behalf of a third party

1.03 “Estimate” shall mean a document produced by the Company and issued to the Customer including specification(s) and price(s) for supply of Product(s) and/or Services to the Customer.

1.04 “Specification” shall mean the detailed description in words or drawings or both of any Product(s) or suite of Products supplied by the Company and as contained in any Estimate issued by the Company.

1.05 “Order” shall mean a document produced by the Customer and issued to the Company for the purpose of procuring supply of Product(s) and/or Services from the Company.

1.06 “Product(s)” sshall mean any physical goods supplied by or on behalf pf the Company under these Terms, including but not limited to:

• products manufactured by the Company;

• products manufactured or supplied by third-party suppliers;

• white-labelled or own-brand products;

• made-to-order, bespoke, or customised items;

• standard stock items. ;

1.07 “Services” shall mean services provided by the Company in relation to the supply, layout design, specification, or facilitation of installation of Product(s).

For the avoidance of doubt, the Company does not undertake installation of Products except where it facilitates installation by approved third parties for glass products (including, but not limited to, shower screens, splashbacks, and glass panels). All other Product(s) are supplied on a supply-only basis, and any installation must be arranged independently by the Customer unless expressly agreed in writing.

1.08 “Design” shall mean layout drawings or planning visuals issued by the Company to the Customer as part of its Design Consultation Services or Contracts Services.

1.09 “Site” shall mean the particular address or building(s) or specific location(s) within a building or buildings to which Products and/or Services are supplied by the Company to the Customer.

1.10 “Clause” shall mean clause of these Terms and Conditions unless the context shows a contrary meaning.

1.11 “Clearance” shall mean ex-display, discontinued, surplus, end-of-line, or cosmetically marked items sold at reduced price under the Salacia Clearance category.

1.12 “Custom Product(s)” means any Product that is.

a) manufactured, made-to-measure, bespoke, or otherwise produced specifically for the Customer; or

(b) configured, finished, or supplied to order based on the Customer’s selection of size, dimensions, material, finish, colour, specification, or combination of options; or

(c) not held in stock and procured or manufactured by the Company or its suppliers specifically in response to the Customer’s Order.

This includes, but is not limited to, made-to-measure items, bespoke finishes, non-stock special orders, customised configurations, and Products sourced or produced by third-party suppliers to meet the Customer’s selected specification.

For the avoidance of doubt, a Product may constitute a Custom Product even where it forms part of a standard product range but is supplied in a non-standard size, finish, configuration, or combination of options.

The Company shall determine, acting reasonably, whether a Product constitutes a Custom Product for the purposes of these Terms.

2. Application & Scope

2.1 Products & Services

These Terms apply to all products and services supplied by the Company, including but not limited to:

• Standard or custom Products sourced from third-party manufacturers.

• Products manufactured or branded by the Company.

• Made-to-measure Products (including those produced by third parties).

• Design consultation and specification services.

• Installation services provided directly by the Company or via its approved subcontractors.

2.2 Sales

These Terms apply to all sales made by the Company including:

• In-store showroom sales

• Distance sales via telephone & email

• Sales made via the Company website (including Shopify checkout)

• Sales made via third-party platforms (including eBay)

• Clearance sales (which are additionally governed by the Salacia Clearance Terms of Sale and Clearance Delivery & Returns policy)

2.3 Clearance Items

Where Products are sold under the Salacia Clearance category, the Salacia Clearance Terms of Sale and Clearance Delivery & Returns policy shall apply in addition to these Terms. In the event of conflict:

• Statutory consumer law prevails.

• Platform rules (e.g. eBay) prevail where mandatory.

• Otherwise, the specific Clearance Terms shall apply.

2.4 Third Party Items

Any third-party products, components, or fixings supplied by the Company are subject exclusively to the warranty terms provided by the original manufacturer. The Company makes no independent guarantee or representation beyond those terms.

The Company acts as the contracting supplier of all Products under these Terms, whether such Products are manufactured by the Company or sourced from third-party suppliers.

2.5 Salacia Products

Where Salacia-branded or manufactured products are supplied, a limited warranty may apply as defined in the product documentation or quotation. Any such warranty is conditional upon:

• Full payment being received

• The goods being installed and maintained in accordance with manufacturer guidance.

2.6 Third Party Installation Services

For installation services facilitated by the Company in relation to glass products, any work is carried out by approved subcontractors. The Company will coordinate resolution of any verified workmanship defects reported within 12 months, but shall not be liable for consequential damage, misuse, or installation errors where these result from third-party actions.

2.7 Design services

Design services are provided based on information supplied by the Customer and/or obtained during Site Survey. The Company does not undertake installation except where it facilitates installation of glass products via approved subcontractors. All other items recommended or specified as part of the design, such as (but not limited to) sanitaryware, brassware, furniture or tiles on a supply-only basis, and their installation remains the Customer’s responsibility. The Company shall exercise reasonable care and skill in the provision of all design services. Nothing in these Terms excludes or limits liability for failure to do so where such limitation would be unlawful.

2.8 Design Approval

No warranty is given that the proposed layout, specification, or fit will be free from error if installation is carried out by third parties or the Customer, or if the Site deviates from surveyed conditions after design approval.

Where the Customer, or any third party acting on their behalf, makes changes to the agreed design, specification, layout, or Site conditions after approval (including following Site Survey), the Company shall not be responsible for any resulting issues relating to fit, function, compatibility, or performance.

Any such changes may require re-specification, additional cost, or revised lead times.

Any such changes may result in cancellation of previously specified Custom Products, which shall be subject to the provisions of Clauses 6, 13 and 15.

3. Contract Formation and Legal Framework

3.1 These Terms and Conditions apply to all Orders placed with the Company and form the entire agreement between the Company and the Customer, together with any applicable supplemental policies expressly referenced herein, including (where applicable) the Salacia Clearance Terms of Sale and the Salacia Delivery & Returns Policy. No other terms shall apply unless expressly agreed in writing by a Director of the Company.

3.2 Any variation, addition or exclusion to these Terms, whether written in a purchase order or otherwise, shall not be binding unless specifically agreed in writing by the Company.

3.3 The Company’s acceptance of any variation to one or more clauses does not imply waiver of any other clause or of the rights and protections set out in these Terms.

3.4 Unless expressly agreed in accordance with Clause 3.2, these Terms take precedence over any conflicting terms provided by the Customer, whether issued before, during, or after the placement of an Order.

3.5 If either party delays enforcing any of its rights under these Terms, that delay shall not be construed as a waiver of those rights.

3.6 It is the Customer’s responsibility to read and understand these Terms. Failure to do so does not exempt them from their application.

3.7 If any provision of these Terms is found to be invalid or unenforceable under law, the remainder of the Terms shall remain in full force and effect.

3.8 These Terms are governed by the laws of England and Wales, and all disputes arising from them shall be subject to the exclusive jurisdiction of the English courts, regardless of where the goods or services are delivered.

3.9 By placing an Order, the Customer acknowledges they have read and understood the Company’s Privacy Policy.

4. Design Consultations

4.1 The Company offers a free design consultation service available by prior booking via the Company’s website or by direct arrangement with showroom staff. Consultations may take place in person or virtually and are offered subject to availability.

4.2 4.2 While the consultation itself is free of charge, any detailed design outputs, such as layout plans, mood boards, or 3D visualisations, are chargeable at £300 inc. VAT per room. This charge is fully credited against an Order where the total Order value meets or exceeds £3,000 (inc. VAT). The credit will not apply where the total Order value falls below this threshold. The Company reserves the right to refuse the credit where the Order does not reasonably reflect the design scheme provided.

4.3 To support a successful consultation, Customers will be required to provide relevant materials in advance

• room dimensions,

• photographs

• architectural drawings

• style preferences

The Company will issue guidance on required information upon confirmation of the booking. Failure to provide this information may limit the value and effectiveness of the consultation.

4.4 If the Customer needs to cancel or reschedule their appointment, the Company requires a minimum of 24 hours’ notice. Where a consultation is missed without notice, or where repeated short-notice cancellations occur, the Company reserves the right to limit or decline future consultation bookings. Genuine emergencies will always be considered reasonably.

4.5 Estimates based on design consultations and visualisations may take up to ten (10) working days to prepare, depending on the Company’s prevailing workload, the completeness of the Customer’s information, and whether any Site Survey is required.

4.6 The consultation is intended as a preliminary design and advisory service. It does not constitute a formal design contract or technical specification unless separately confirmed in writing. See Clauses 2.7 and 2.8 for warranty terms and installation limitations relating to design output.

4.7 Any design guidance, drawings, recommendations or advice provided by the Company during or following the consultation are offered in good faith, based on the information available at the time. All drawings and visual materials are provided for illustrative purposes only and do not constitute technical drawings or building specifications. They must not be relied upon for construction, installation, or architectural purposes.The Company accepts no liability for installation, implementation, or third-party interpretation of such materials or advice unless expressly confirmed in a subsequent written contract.

4.8 All intellectual property rights in any sketches, plans, visuals, or other materials produced as part of the consultation remain the exclusive property of the Company until fully paid for or credited against a confirmed order. These materials may not be reproduced, distributed or used without the Company’s prior written consent.

4.9 No manufacturing, procurement, or site-related work shall begin unless a formal Estimate or Order is subsequently confirmed in writing by both parties following the consultation.

4.10 Any Products specified as part of the design may constitute Custom Products as defined in Clause 1.12 and will be subject to the ordering and cancellation provisions set out in Clauses 6, 13 and 15.

5. Estimates, Quotations and Pricing

5.1 Estimates

5.1.1 Estimates are based on the Company’s interpretation of Customer-supplied information (drawings, specifications, or verbal instructions). Customers must check for accuracy before confirming.

5.1.2 Estimated lead times for surveys, manufacture, delivery, or installation are indicative only and may vary depending on workload or third-party factors.

5.1.3 Estimates and any Site Survey carried out by the Company are for the purpose of product sizing, layout, and specification only. They do not constitute an assessment of Site suitability for installation. Responsibility for ensuring that the Site is suitable for installation, including structural integrity, technical feasibility, and installer capability, rests solely with the Customer and/or their appointed installer. The Company does not provide advice on the technical capabilities or suitability of third-party installers

5.1.4 Where dimensions are supplied by the Customer in lieu of a Site Survey, the Company accepts no liability for fit or function. Any rework or corrections required as a result will be chargeable.

5.1.5 All glass installation estimates are subject to a confirmed Site Survey or Templating by one of the Company’s approved subcontractors. Estimates assume installation takes place during standard weekday hours (08:00–17:30), with full Site readiness, safe access, and no obstruction from other trades. Pricing may be revised if actual Site conditions differ from initial assumptions or if the Site changes after design approval. The Customer is responsible for ensuring Site readiness unless the Company has conducted the Site Survey. Return visits or delays resulting from inadequate access or preparation may incur additional charges. For the avoidance of doubt, only installation services carried out by the Company’s approved subcontractors in relation to glass products fall within the Company’s responsibility as outlined in Clause 2.6. All other installation works are outside the Company’s control and responsibility.

5.1.6 Where the Company has provided guidance, calculations, or indicative quantities based on Customer-supplied information, such assistance is provided without responsibility for verification, and the Customer remains solely responsible for confirming accuracy prior to order.

5.1.7 Estimates are valid for 30 days unless withdrawn earlier.

5.2 Quotations

5.2.1 Quotations are fixed price offers based on the final, confirmed specification, delivery method, and Site conditions.

5.2.2Once accepted in writing, Quotations become contractually binding.

5.2.3 Retail Quotations are valid for 30 days unless otherwise stated.

5.2.4 Contract Quotations are valid for 30 days unless otherwise stated. The Company reserves the right to amend pricing for manufacturer increases outside that period.

5.2.5 Acceptance of a Quotation may result in immediate commitment to supplier orders or manufacture of Custom Products, which will affect cancellation rights as set out in Clauses 6, 13 and 1.

5.3 Invoices and Contracts

5.3.1 For commercial projects or phased supply, formal contracts or draw-down arrangements may be issued. These will incorporate the Company’s Terms unless explicitly varied in writing by mutual agreement.

5.3.2  Invoices will reflect the agreed staged or total pricing as outlined in the relevant Quotation or Contract.

5.4 General Pricing Conditions

5.4.1 All prices are exclusive of VAT unless otherwise stated.

5.4.2 For supply-only orders, prices exclude delivery unless delivery is expressly stated or separately quoted in the Estimate or Order confirmation.

5.4.3 The Company may revise prices prior to order acceptance in the event of:

• Material or labour cost changes.

• Currency fluctuations affecting imports.

• Customer-requested changes to specification, schedule, or delivery terms.

5.5 Trade & Retail Pricing

5.5.1 Pricing StructureSalacia operates both retail and trade supply models. Pricing, discounts, and commercial terms may vary depending on the nature of the customer relationship, order volume, project scope, and agreed commercial arrangements.

5.5.2 Trade CustomersTrade customers (including builders, contractors, designers and specifiers) may benefit from preferential pricing structures. These may include, but are not limited to:

• volume-based discounts.

• account-level pricing agreements.

• retrospective rebates or credits applied based on trading activity over a defined period.

Such arrangements reflect the nature of ongoing commercial relationships and are not directly comparable to retail transactions or individual quotations.

5.5.3 Retail CustomersRetail pricing reflects a direct supply relationship and may include elements such as design consultation, showroom services, product sourcing, and customer support. Retail pricing is determined independently of any trade or account-based pricing structures

5.5.4 Third-Party Supply & PricingWhere a third party (including a builder, contractor, designer or other intermediary) supplies goods or services to an end customer, that third party acts as an independent contracting party. Salacia is not responsible for:

• the pricing or margins applied by that third party.

• any differences between Salacia’s direct pricing and third-party pricing.

• the contractual arrangements between the third party and their client.

5.5.5 QuotationsAny quotation issued by Salacia is specific to the customer to whom it is addressed, based on the scope, specification, and commercial context at the time of issue. Quotations are not transferable and should not be compared to pricing offered to other customers, accounts, or projects

6. Placing Orders and Production Commitments

6.1 Placing Orders

6.1.1 Orders may be placed via different methods depending on the type of Customer:

• Retail Customers may confirm an Order by:

• written confirmation (including email) and full payment of quotation; or

• payment of full balance (via card, bank transfer, or other accepted payment method), which shall constitute acceptance of the quotation and formation of a binding contract.

• Trade or Account Customers must submit Orders in writing on official letterhead or via a purchase order, referencing the relevant quotation and including full Customer details.

6.1.2 Orders are subject to formal acceptance by the Company, with an Order Acknowledgement, Invoice or Receipt being issued to confirm next steps.

6.1.3 Verbal orders or verbal changes will not be accepted under any circumstances.

6.1.4 Changes to Orders must be confirmed in writing and will only be actioned once the revised scope, pricing and any adjustments are agreed by both parties.

6.1.5 Submission of an Order constitutes acceptance of these Terms and any supplementary conditions outlined in the Estimate.

6.2 Customer-Supplied Dimensions

6.2.1 The Company will not accept customer-supplied dimensions for any product requiring installation or fitting.

6.2.2 Site survey by the Company is required to verify all relevant dimensions, unless otherwise explicitly stated in writing by the Company.

6.2.3 Any errors arising from unverified customer-supplied dimensions are the sole responsibility of the Customer.

6.3 Finishes, Quantity Estimates, and Customer-Supplied Measurements

6.3.1 Where the Company is ordering patterned or batch-sensitive materials such as tiles, wallpaper, decorative finishes or coverings, a standard 10% contingency is added to the calculated quantity to allow for cutting and waste.

6.3.2 For certain materials (including but not limited to patterned tiles, murals, or directional finishes), this contingency may not be sufficient to ensure pattern continuity or matching. The Customer will be advised where this may apply, and additional material may need to be ordered at the Customer’s cost

6.3.3 Where quantities are calculated based on dimensions provided by the Customer, the Company accepts no liability for shortages, overages, wastage, or incompatibility resulting from inaccurate, incomplete, or assumed measurements. The Customer is solely responsible for verifying the accuracy and suitability of all quantities prior to order placement, regardless of whether the Company has assisted in calculating them. If the Customer is unsure, they must request a Site Survey. Any errors or shortfalls arising from unverified dimensions or failure to cross-check quantities are the Customer’s full responsibility.

6.4 Custom Products

6.4.1 Custom Products, whether manufactured by the Company or a third-party supplier, cannot be cancelled and no refunds will be given once the Order has been signed off and placed into production.

6.4.2 Orders that include third-party glass installation and are subject to Site Survey and/or Templating (as outlined in Clause 5.1.5) will not proceed to manufacture until the Site Survey has taken place and the Customer has formally approved the glass order.

6.4.3 Custom Products may have extended lead times. All delivery dates given are indicative only and based on manufacturer timelines. They are not guaranteed.

6.4.4 It is the Customer's responsibility to verify all product codes, descriptions and specifications before placing an Order. No cancellations will be accepted once the Order has been committed to the supplier or manufacturer.

6.4.5 Custom Products cannot be returned after delivery and acceptance. No collections will be arranged unless expressly agreed by the Company due to a verified manufacturing defect.

6.4.6 Where an item is reported as faulty, credit will only be issued upon confirmation of the defect by the original manufacturer or supplier. If no fault is found after inspection or testing, the item will be returned to the Customer, and no credit will be issued.

6.4.7 For the avoidance of doubt, where a Product qualifies as a Custom Product under these Terms, the statutory right to cancel under the Consumer Contracts Regulations 2013 may not apply where the Product is made to the Customer’s specification or clearly personalised

6.4.8 6.4.8 Production shall be deemed to have commenced once the Company has placed the order with the supplier or manufacturer, or otherwise committed to procurement or manufacture, as further defined in Clause 15.2.

6.5 Manufacturing Lead Times

6.5.1 Lead times depend on the complexity of the Product, Company workload, and any special processes required. The Company does not guarantee any delivery date.

6.5.2 It is the Customer’s responsibility to plan their works schedule around these lead times. The Company is not liable for scheduling delays resulting from underestimation of time required or unforeseen production delays.

6.5.3 Manufacture will not begin until all paperwork, including specification approvals and finish samples, is finalised and agreed in writing.

6.5.4 Changes after survey (e.g. specification or finish) may result in revised pricing and extended timelines.

6.5.5 Where products are sourced from external suppliers, lead times may vary based on availability or shipping factors. Any changes or delays from third parties will be communicated to the Customer as soon as reasonably possible.

6.5.6 All delivery and manufacturing timeframes are estimates only and are not guaranteed unless expressly confirmed in writing by a Company Director. A delay in delivery or manufacture shall not entitle the Customer to cancel the Order unless a specific deadline has been agreed in writing as being essential.

6.5.7 Nothing in this clause affects the Customer’s statutory rights where goods are not delivered within a reasonable time.

7. Product Literature and Illustrations

7.1 All marketing and informational materials issued or made available by the Company, including but not limited to catalogues, brochures, price lists, website content, digital media, social media posts, technical data, specifications, and third-party literature, are provided for general guidance only.

Such materials do not form part of any contract unless expressly incorporated into a written Estimate, Order confirmation, or other agreement signed by the Company.

7.2 While the Company takes reasonable care to ensure accuracy, it shall not be liable for inadvertent clerical, typographical, or descriptive errors, or for minor discrepancies in dimensions, product codes, finishes, colours, materials, or technical data, provided that the Product supplied is substantially in accordance with the agreed specification.

7.3 Images, photographs, and illustrations are intended to represent the general appearance, style, and finish of the Product. Variations may occur due to manufacturing tolerances, material characteristics, lighting conditions, display settings, batch variation, or product updates.

The Company does not undertake to supply Products exactly as depicted unless the specific feature in question has been expressly agreed in writing.

7.4 Nothing in this Clause limits or excludes the Customer’s statutory rights in respect of goods that are misdescribed or not in conformity with the contract.

8. Product Suitability, Specifications and Standards

8.1 Product Suitability, Specification and Standards

8.1.1 The Company makes every reasonable effort to ensure that all goods supplied are of merchantable quality and, where applicable, conform to relevant UK regulations. This includes (but is not limited to) UKCA and CE marking, applicable British and European Standards (e.g. BS EN 14528, BS EN 997, BS EN 274), and WRAS approval for water-carrying components.

8.1.2 Where installation services are facilitated by the Company in relation to glass products and carried out by approved subcontractors, such subcontractors will be responsible for safe handling of installation materials in accordance with applicable health and safety regulations, including COSHH where relevant. Supporting documentation may be available upon request.

8.1.3 Nothing in these Terms excludes the Company’s statutory obligations that Products supplied shall be of satisfactory quality and fit for their ordinary purpose.

Where a Product is selected, specified, or installed based on information provided by the Customer or a third party, the Company shall not be responsible for suitability for any particular or unusual purpose unless the Company has expressly confirmed in writing that it has undertaken responsibility for that specification.

8.1.4 No warranty, express or implied, is given as to the suitability of any Product or Service for a specific application, condition, or use, whether commercial, environmental, or otherwise, unless the Company has expressly accepted responsibility for specification in writing. It remains the Customer’s sole responsibility to ensure that any item specified by them, their representatives, or a third party is fit for its intended purpose.

8.1.5 Products will be manufactured or supplied in accordance with the Specification detailed in the Company’s Estimate or Order Acknowledgement. For clarity, marketing materials and illustrations are governed by Clause 7 and do not form part of the contractual specification unless expressly incorporated in writing.

8.1.6 Any substitution of materials, components, or dimensions from those originally quoted shall be by agreement only. Substituted items will be of equal or superior quality, and the Company will not proceed without prior written confirmation from the Customer.

8.2 Specification Changes

8.2.1 The Customer may request changes to the agreed Specification in writing at any time prior to manufacture or supplier commitment.

8.2.2 The Company shall respond within five (5) working days, setting out any resulting adjustments to price, delivery, or production timelines

8.2.3 No change shall take effect unless confirmed in writing by both parties. Any confirmed change shall form part of the contract and be subject to these Terms.

8.2.4 The Company is not required to proceed with any alteration unless and until written confirmation and any applicable revised payment have been received.

9. Colours, Finishes and Materials

9.1 The Company will take reasonable steps to ensure that finishes and colours are tonally consistent across items in the same product group or manufacturer range. However, exact colour or finish matching, particularly for metal finishes including (but not limited to) brass, bronze, or brushed metals, cannot be guaranteed, due to variations in base materials, finishing processes, and manufacturer tolerances.

9.2 Metal finishes may vary slightly between components or batches, even within the same product line. These variations are considered acceptable within industry tolerances and shall not constitute grounds for rejection or return unless expressly agreed otherwise.

9.3 Where paint matching is offered, it is subject to the capabilities and specifications of the manufacturer. The Company may offer colour matching using standard paint systems such as RAL, Pantone, NCS, or Dulux, but does not guarantee an exact match unless a manufacturer-supplied or signed-off sample confirms this in writing.

9.4 Sample availability is subject to manufacturer availability and may not be guaranteed. The Company cannot guarantee the availability of physical samples for all finishes or colours. Samples, if provided, are for general guidance only.

9.5 Colours shown on printed charts or screen-based displays (including emails, digital swatches, or PDFs) may differ from the final product due to variations in digital colour gamut, printing techniques, and material properties. Additionally, the appearance of any material finishes can be influenced by surrounding light sources and the angle of illumination. Panels or components may therefore appear to vary in tone or colour under different lighting conditions. The Company strongly recommends that physical samples are reviewed under final or representative lighting conditions prior to confirmation, as such variations do not constitute defects.

9.6 Where glass is supplied, the Company’s approved third parties may offer a range of colours, finishes, thicknesses and material types. The visual appearance of glass, including colour, clarity and reflectivity, can vary depending on factors such as glass composition, thickness, lighting conditions and surrounding materials.

The Customer is responsible for selecting the appropriate glass specification to meet their expectations. The Company accepts no liability for perceived variations in colour or appearance arising from these factors.

10. Customer Responsibilities

10.1 General Responsibilities

To enable the Company to fulfil its obligations under these Terms, the Customer shall:

10.1.1 Fully cooperate with the Company and act in good faith at all times.

10.1.2 Provide, in a timely manner, all required information reasonably required by the Company including but not limited to, approvals, decisions, specifications, site access, or resources.

10.1.3 Ensure that any information, designs, dimensions, or specifications provided are accurate and complete. Where Products require installation, the Company will not accept Customer-supplied dimensions without an authorised site survey.

10.1.4 Obtain and maintain all necessary consents, approvals, licenses, or permissions prior to commencement of manufacture, delivery, or installation.

10.1.5 Ensure that the site is accessible, safe, and in a suitable condition for the Company or its subcontractors to carry out any Services or installation work, including completion of any prerequisite works or services by others.

10.1.6 Ensure someone is available to accept deliveries in accordance with the Company’s delivery terms.

10.1.7 Unless otherwise agreed in writing, deliveries are made to kerbside only, and it is the Customer’s responsibility to move Product(s) to their point of intended use.

10.1.8 Any additional handling requirements must be agreed in advance and may incur extra charges.

10.1.9 Where the Customer, their contractor, or any third-party deviates from the Company’s recommendations, specifications, or guidance, the Company shall not be responsible for any resulting issues, including but not limited to product incompatibility, installation failure, or performance concerns

10.2 Site Preparation & Access

10.2.1 The Customer shall be liable for any additional costs, delays, or losses incurred by the Company resulting from the Customer’s failure to comply with Clause 12, including missed delivery slots, inadequate access, or delays in offloading.

10.2.2 "Prepared surfaces" are defined as walls, floors, or ceilings that are:

• Structurally sound.

• Smooth, level, and free from irregularities.

• Sealed, painted, or otherwise finished in accordance with the final material requirement (e.g., waterproof or moisture-resistant where necessary); and

• Free from dust, debris, flaking plaster, adhesives, or any other loose or contaminating particles that may interfere with measurement, adhesion, fixing, or fitting.

10.3 Delays & Liabilities

10.3.1 If the Customer cancels or unlawfully terminates any Product(s) or Service(s) after placing an Order, the Customer shall pay the Company such damages as set out in Clause 17. The Customer agrees that these represent a genuine pre-estimate of loss and are not a penalty.

10.3.2 For clarity, the Customer’s failure to comply with any part of Clause 10.1 shall constitute a breach of contract and may be deemed a cancellation for which damages are payable.

10.3.3 Where delays are caused by the Customer or any third party acting on their behalf (excluding the Company’s subcontractors), the Company shall:

10.3.3.1 Have no liability for any delay or non-performance of its obligations as a result.

10.3.3.2 Be entitled to adjust the project timeline accordingly and, where applicable, submit a claim for any additional time or costs incurred.

11. Site Survey

11.1 Site Surveys are carried out solely to support the preparation of design layouts and product specifications. They are not structural assessments and do not constitute validation of the Site’s suitability for installation.

11.2 Surveys will be scheduled following receipt of an official Order and any required payment. The Customer or authorised representative must be present for the site survey.

11.3 Surveys are based on visible and accessible conditions at the time of visit. The Company does not accept responsibility for hidden features or services (including joist direction, pipework, waste positions, structural voids or similar).

11.4 The Customer is responsible for ensuring that no material changes are made after Survey approval which may affect fit, access or function. Any alterations after approval may render the design unsuitable and may require redesign, additional cost, or revised lead times

11.5 All drawings, layouts and specifications must be approved in writing before:(a) manufacture of Custom Products begins; or(b) binding orders are placed with third-party suppliers.

Delays in approval may result in revised lead times.

11.6 If the Site is inaccessible, unsafe, or unprepared at the time of Survey, the Company may reschedule and charge for any additional visit required.

11.7 The Customer must notify the Company in advance of any access restrictions, delivery limitations, or site-specific health and safety requirements. Failure to do so may result in additional charges, delivery delays, or refusal of delivery.

11.8 11.8 For the avoidance of doubt, manufacture or production shall only be deemed to commence in accordance with Clause 15.2.

12. Delivery and Risk

12.1. Delivery Terms

12.1.1 Delivery dates provided by the Company are estimates only, given in good faith. While the Company will use reasonable endeavours to meet agreed delivery schedules, it shall not be held liable for any direct, indirect, or consequential losses or damages resulting from late delivery, regardless of cause.

12.1.2 Subject to items ordered delivery lead times may take up to 18 weeks from point of order for imported or custom items.

12.1.3 Risk in the Product(s) passes to the Customer at the point of delivery to the specified site or at the point of collection from the Company’s premises, as applicable.

12.2 Delivery Addresses and Access Requirements

12.2.1 The Customer must provide a complete and accurate delivery address at the time of Order, together with all relevant information required to enable safe and efficient delivery.

12.2.2 The Customer must notify the Company of any conditions that may affect delivery, access or offloading. This includes, but is not limited to:

• restricted access routes or vehicle limitations.

• loading bay requirements or booking-in procedures.

• site-specific regulations (including FORS, environmental or compliance standards).

• access constraints such as restricted working hours.

• any requirement for specialist handling or equipment.

12.2.3 This obligation applies to all Customers. Whilst such requirements are more common on commercial or construction sites, they may also apply to residential deliveries.

12.2.4 Failure to provide accurate and complete delivery information may result in delays, aborted deliveries, additional charges, or the need for redelivery, for which the Customer will be responsible.

12.3 Delivery Booking and Rebooking

12.3.1 Where delivery dates are confirmed, changes require a minimum of 2 working days’ notice for deliveries by the Company’s own transport, and 5 working days’ notice for deliveries via third-party carriers. Any missed or late-changed deliveries will incur an additional delivery charge before redelivery can be arranged.

12.4 Split Deliveries and Delayed Acceptance

12.4.1 Split deliveries for first and second fix requirements should be identified at time of order and will be subject to the Company’s discretion.

12.4.2 Where delivery is delayed at the Customer’s request beyond five (5) working days from the date the Product(s) become available, the Company may store the Product(s) at the Customer’s risk and cost for a maximum period of one (1) calendar month. Storage charges will apply on a daily basis at the Company’s standard storage rates (typically between £2 and £4 per pallet per day depending on size and handling requirements) and must be paid in full before release.

For the avoidance of doubt, where delivery is delayed at the Customer’s request after the Product(s) are ready for dispatch and full payment has been received, the Company may treat the Product(s) as having been delivered for the purposes of risk transfer. Title shall pass in accordance with Clause 16. Nothing in this Clause affects the statutory rights of consumers, and where the Customer is acting as a consumer, risk shall pass only upon physical possession of the Product(s) in accordance with the Consumer Rights Act 2015

The Customer is deemed to have accepted the obligation to take delivery within a reasonable timeframe. If the Customer fails to take delivery or pay applicable storage charges within one (1) calendar month, the Company reserves the right to resell the Product(s) and recover any shortfall from the Customer, together with storage and associated costs.

12.5 Delivery Access and Responsibility

12.5.1 Unless otherwise agreed in writing, deliveries are made to kerbside only. The Customer is responsible for ensuring that safe and suitable access is available for delivery vehicles and for moving Product(s) to their final point of use.

12.5.2 The Customer is responsible for providing adequate labour and equipment for unloading and handling Product(s). The Company’s delivery personnel are not permitted to assist with lifting or moving goods beyond agreed delivery terms unless agreed in advance in writing.

12.5.3 If delivery cannot be completed due to inadequate access, insufficient preparation, or absence of authorised personnel, the Company reserves the right to abort the delivery. Product(s) may be returned to the Company’s premises and additional charges, including redelivery and storage, may apply.

12.6 Delivery Charges

12.6.1 Delivery charges are set out in the Estimate. Delivery is usually free for supply-only orders over £500 within 50 miles of the Company’s showroom.

12.6.2 For supply-only Orders, a Delivery Note must be signed by an authorised representative on receipt.

12.6.3 For Clearance Products, delivery charges and postcode restrictions are governed by the Salacia Clearance Shipping & Delivery Policy. Certain regions may be excluded from delivery and Orders placed for excluded regions may be cancelled and refunded.

12.7 Inspection and Claims

12.7.1 Product(s) must be inspected upon delivery or collection. Any visible damage or shortages must be clearly recorded on the Delivery Note at the time of receipt. Marking deliveries as “not checked” may affect the acceptance of subsequent claims. For standard (retail) deliveries, any damage or shortage must be reported in writing within 24 hours of receipt.

For high-volume or contract deliveries, where immediate inspection may not be reasonably practicable, Product(s) must be inspected and reported within 48 hours of receipt.

This does not affect statutory rights in respect of latent defects not reasonably discoverable at the time of delivery

12.7.2 Claims for damaged, missing, or faulty goods will not be accepted after these periods

12.7.3 Where Product(s) are delivered to third-party addresses, subcontractors, or end-user premises at the Customer’s request, such delivery shall be made entirely at the Customer’s risk. The Customer remains fully liable for ensuring site readiness, authorised personnel for receipt, and any onward transportation or storage. Delivery to a third-party site does not constitute transfer of ownership to any party other than the Customer and does not alter the Company’s rights under Clause 16 (Retention of Title). The Customer shall remain responsible for full payment and will indemnify the Company against any loss, damage, or claim arising from delivery to a non-Customer address.

12.7.4 For Clearance deliveries made via third-party courier, any visible damage must be noted at the time of delivery and reported in writing within 24 hours, together with photographic evidence. Failure to report damage within 24 hours may affect the Company’s ability to recover costs from the courier but does not affect the Customer’s statutory rights.

13. Returns, Exchanges and Restocking

13.1 Return Requests

All returns must be requested in writing and accompanied by a valid proof of purchase (invoice or delivery note). Goods must be resaleable; refunds may be reduced where goods show signs of use beyond what is necessary to inspect them. Credit will not be issued for goods returned damaged, opened, used, or not in original packaging.

For consumer orders placed remotely, statutory cancellation rights may also apply (see 13.3).

13.2 Showroom (In-Person) Purchases – Standard Stock

Items classified as standard stock and purchased in person from the Company’s showroom may be accepted for return at the Company’s discretion within 5 working days of delivery.

Where a return is approved:

• a handling charge of 25% will apply; and

• the Customer is responsible for all return shipping or carriage costs.

Multiple purchases made for the purpose of comparison may be refused or deemed ineligible for return.

This returns policy is offered on a discretionary basis and does not affect the Customer’s statutory rights in relation to faulty, damaged or misdescribed goods.

13.3 Distance Consumer Sales (Website, Telephone, eBay)

Where a consumer purchases goods at a distance (including via website, telephone or eBay), they have the right to cancel within 14 days of delivery in accordance with the Consumer Contracts Regulations 2013.The Customer must notify the Company in writing within 14 days and return the goods within a further 14 days.The Customer is responsible for return postage unless the goods are faulty or not as described.The Company may make a reasonable deduction for loss in value caused by handling beyond what is necessary to inspect the goods.

No goodwill extensions beyond the statutory cancellation period are offered.

13.4 Clearance Products

Clearance Products are subject to the Salacia Clearance Terms of Sale.Clearance goods purchased in person are sold as seen, inspected and accepted in their existing condition, and are not eligible for return unless faulty.

For the purposes of this clause, “faulty” refers to a defect that renders the Product not of satisfactory quality, not fit for purpose, or not as described, taking into account its age, use, and any defects, wear or damage that were disclosed, visible, or reasonably apparent at the time of purchase.

Ex-display items and clearance goods may show signs of wear, cosmetic damage, or prior handling. Such characteristics do not constitute a fault where they have been disclosed or are reasonably apparent.

Distance consumer cancellation rights apply to Clearance goods purchased remotely. No discretionary or goodwill returns are offered beyond statutory rights.

Restocking fees do not apply to statutory consumer cancellations of Clearance goods.

13.5 Business Customers

Where the Customer is purchasing in the course of business, statutory consumer cancellation rights do not apply.Returns are only accepted at the Company’s discretion or where goods are faulty.

13.6 Custom Products

Custom Products (as defined in Clause 1.12) cannot be returned or cancelled once production has commenced.

For consumer contracts concluded at a distance or off-premises, statutory cancellation rights may not apply where the Product is made to the Customer’s specification or clearly personalised, in accordance with the Consumer Contracts Regulations 2013

For the purposes of these Terms, production commencement shall be determined in accordance with Clause 15.2.

Nothing in this clause affects the Customer’s statutory rights in relation to faulty, misdescribed, or non-conforming goods

13.7 All returns are subject to inspection

All returns are subject to inspection by the Company’s returns department. Where required, the Company may forward returned goods to the original manufacturer for inspection. No credit will be issued until that inspection is complete and approval received.

13.8 Returns & Restocking Fee

Where a Customer orders an incorrect Product and wishes to exchange it for an alternative, the Customer shall pay in full for the replacement Product at the time of order. The original Product may be eligible for credit, subject to return in resaleable condition, approval by the Company, and a restocking fee of 25%.

Any credit due will be processed only after the returned item has been inspected and accepted by the Company. Refunds for qualifying consumer cancellations will be processed within 14 days of the returned goods or proof of return being received. Restocking or handling charges shall not apply to statutory consumer cancellations made within the applicable cooling-off period.

13.9 Faulty Items post installation

Any goods found to be faulty after fitting must follow the manufacturer warranty claims process. Customers should not remove or return installed goods without first contacting the Company for guidance. If a product is returned and found to have failed due to installation error, credit will be refused.

Customers are strongly advised to check dimensions and product suitability prior to installation.For distance consumer sales, Customers may handle and inspect goods to the extent necessary to assess their nature, characteristics and functioning.

The Company may make a reasonable deduction from any refund for loss in value resulting from handling beyond what would reasonably be permitted in a showroom environment.For in-person showroom purchases, opened packaging may affect eligibility for discretionary returns.

13.10 Product-specific notes:

13.10.1 Pumps and showers:

Contact the manufacturer’s helpline before removing a fitted item. Credit will not be issued for returns where no manufacturing fault is found.

13.10.2 Baths:

Must be inspected at the point of delivery. The Company will not accept responsibility for scratches or damage once the delivery note is signed.

13.10.3 Shower enclosures:

Must be inspected on delivery. Returns will not be accepted once the packaging has been opened unless a manufacturer fault is confirmed.

13.11 Platform Sales

Where Products are sold via third-party platforms (including eBay), the relevant platform’s return and dispute resolution rules shall apply in addition to these Terms. In the event of conflict between these Terms and mandatory platform rules, platform rules shall prevail.

14. Warranty

14.1 Subject to Clause 14.2 and 14.9, all products supplied by the Company are warranted to be free from manufacturing defects for a period of twelve (12) months from the date of delivery, or from the date of installation where installation is facilitated by the Company through approved subcontractors (glass products only), unless otherwise stated in writing.

14.2 Products sourced from third-party manufacturers are subject solely to the warranty terms and conditions provided by the original manufacturer. These may vary in duration, coverage, and remedy. The Company does not provide any additional warranty beyond the original manufacturer’s terms unless expressly agreed in writing.

14.3 Responsibility lies with the Customer to register all warrantees & extended warrantees with the third-party manufacturer(s), according to the literature given within the Product packaging.

14.4 The Company does not warrant that any product, including shower enclosures, will be entirely water-tight under all conditions. Minor water ingress (for example, around seals or hinges) may occur under high water pressure or improper usage and shall not constitute a defect.

14.5 The validity of any warranty is conditional upon:

14.5.1 Full payment for the Product(s) having been received in cleared funds.

14.5.2 The Product(s) being installed and maintained in accordance with the Company’s and/or the manufacturer’s instructions.

14.5.3 The Product(s) being used only for their intended purpose and in appropriate environmental conditions.

14.6 Warranties will be void in the event of:

14.6.1 Improper installation or misuse.

14.6.2 Use of incompatible or abrasive cleaning or maintenance products.

14.6.3 Modification or interference by the Customer or any third party.

14.6.4 Failure to follow relevant operation and maintenance guidance.

14.7 Where installation is facilitated by the Company through approved subcontractors (glass products only), such subcontractors are responsible for the workmanship warranty, and the Company shall use reasonable endeavours to coordinate resolution of verified defects.

14.8 Except as set out above, all other warranties, conditions, guarantees or liabilities, whether express or implied by law, statute or custom, are excluded to the fullest extent permitted by law.

14.9 Nothing in this clause shall affect the Customer’s statutory rights where the Customer is acting as a consumer under the Consumer Rights Act 2015 or other applicable legislation.

14.10 Clearance Products are sold at a reduced price reflecting their condition, which may include prior display, cosmetic marks, discontinued status, or absence of original packaging.

14.10.1 Unless expressly stated in writing at the time of sale, Clearance Products may not benefit from a manufacturer’s warranty beyond any remaining balance of the original manufacturer’s cover (if applicable).

14.10.2 Cosmetic marks, wear consistent with prior display, or characteristics disclosed in the product description shall not constitute defects for the purposes of this Clause.

14.10.3 Nothing in this Clause limits or excludes the Customer’s statutory rights in respect of goods that are faulty, misdescribed, or not of satisfactory quality under applicable consumer law.

15. Cancellations & Statutory Rights

15.1 Custom Products

Custom Products cannot be cancelled once production has commenced.

For consumer contracts concluded at a distance or off-premises, statutory cancellation rights under the Consumer Contracts Regulations 2013 may not apply where the Product is made to the Customer’s specification or clearly personalised.

Where statutory cancellation rights do apply, they shall apply only to non-custom Products in accordance with Clause 13.

15.2 Manufacturing commencement

Manufacture or production of Custom Products shall be deemed to commence once the Company has placed the order with the supplier or manufacturer, or otherwise committed to procurement or manufacture.

For the avoidance of doubt, this may occur following Site Survey approval or receipt of a signed Order, whichever is later.

If the Customer requests to cancel a custom order before production has commenced, the Company may, at its sole discretion, allow cancellation subject to an administration fee or forfeiture of any deposit paid.

Custom orders cannot be cancelled once production has begun. If cancellation is attempted after production has commenced, the Customer will remain liable for the full value of the Product(s), less any associated Installation charge, if applicable.

Where the Company agrees to cancel an Order in writing, any refund will be processed minus costs incurred, including (but not limited to) materials purchased, manufacturing time, administration, or handling fees. Refunds for qualifying consumer cancellations will be made within 14 days of the returned goods or proof of return being received.

Any goods or services supplied under a commercial contract that include call-off or phased delivery are subject to these same terms in relation to each scheduled phase or item.

16. Retention of Title

16.1 Legal and beneficial title to all Product(s) supplied by the Company shall remain with the Company and shall not pass to the Customer until the Company has received payment in full in cleared funds for:

• the Product(s); and

• all other sums owed by the Customer to the Company on any account whatsoever.

16.2 Risk in the Product(s) shall pass to the Customer upon delivery or collection, whichever occurs first. Until title has passed, the Customer shall:

• Hold the Product(s) as bailee for the Company (in B2B transactions).

• Keep the Product(s) secure, stored separately, protected from damage, and clearly identifiable as the Company’s property.

• Not sell, charge, pledge or otherwise dispose of the Product(s) except in the ordinary course of trade (in B2B transactions only).

• Not remove, deface or obscure any identifying mark

• Where the Customer is a business and resells the Product(s) before title has passed, the Customer shall hold the proceeds of sale (including any insurance proceeds) on trust for the Company. Such proceeds shall be kept separate and clearly identifiable.

16.3 Delivery of Product(s) to a third-party address at the Customer’s request shall not affect the Company’s ownership. The Customer remains responsible for ensuring the Product(s) remain identifiable and recoverable until title passes.

16.4 In the event of non-payment, insolvency or breach of contract, the Company shall be entitled, upon reasonable notice and during normal business hours (or immediately where the Customer is insolvent), to enter premises where the Product(s) are stored for the purpose of recovery. The Customer shall provide reasonable assistance.

16.5 Nothing in this Clause shall affect the statutory rights of a Customer acting as a consumer.

17. Payment Terms

17.1 For consumer and retail Orders (including Orders placed via the Company’s website, Shopify checkout, telephone, or third-party platforms such as eBay), full payment is required at the point of Order confirmation and prior to delivery, manufacture, or supplier commitment. The Company does not accept part-payment or deposits for consumer Orders unless expressly agreed in writing.

17.2 For approved contract or trade customers, the Company may offer a 30-day end-of-month account facility. Invoices issued under this arrangement are due for payment within 30 days of the end of the month in which the invoice is dated.

17.3 Where Products are supplied under call-off or phased delivery agreements, the Company reserves the right to:

17.4 Issue interim or stage invoices for goods that have been manufactured or held in storage at the Customer’s request.

17.5 Require payment in accordance with agreed staged terms, even if the goods have not yet been delivered.

17.6 Where payment is delayed due to site changes or Customer-requested call-off delays, the Company shall have the right to:

17.6.1 Request immediate payment for undelivered Product(s) held in storage.

17.6.2 Apply storage charges if Products are not called off within the agreed time window.

17.6.3 Unless alternative payment terms are agreed in writing by a Director of the Company, payment is due as stated above.

17.7 Payment must be made strictly in accordance with the agreed terms.

17.8 The Company reserves the right to suspend manufacture, delivery, or installation without penalty if any payment, staged invoice, or account balance becomes overdue.

17.9 Interest will be charged on overdue sums at the rate of 8% per annum above the Bank of England base rate, calculated daily from the due date until full payment is made (including after judgment).

17.10 The Company may, at its sole discretion, assign any invoice or balance to a third party for collection. The Customer will be notified in writing if payment should be redirected to that party.

17.11 In the event of non-payment, the Company may exercise its rights under Clause 16 (Retention of Title), including the recovery of Product(s) where title has not passed, without prejudice to any other remedies available at law.

18. Limitation of Liability

18.1 To the fullest extent permitted by law, the Company shall not be liable for any indirect, incidental, special, punitive, or consequential losses or damages, including loss of profit, loss of business, or anticipated savings.

18.2 The Company shall not be liable for:

• Product defects arising from fair wear and tear, neglect, misuse, or improper installation.

• Any failure resulting from not following installation instructions, care/maintenance guidelines, or operating manuals.

• Products not installed in accordance with manufacturer instructions or by appropriately qualified installers.

• Modifications or alterations by third parties.

• Suitability for any particular or unusual purpose unless expressly confirmed in writing by the Company.

• Any substitutions of Product(s) or materials by the Customer.

• The accuracy of measurements or templates provided by the Customer.

• Products manufactured by third parties, where liability is limited to the extent permitted by law and subject to any applicable manufacturer warranties.

18.3 The Company’s total liability, whether in contract, tort (including negligence), or otherwise, shall not exceed the total amount paid by the Customer for the specific Product(s) or Service(s) to which the claim relates.

18.3.1 Nothing in these Terms shall exclude or limit the Company’s liability for:

• death or personal injury caused by negligence.

• fraud or fraudulent misrepresentation.

• defective products under the Consumer Protection Act 1987.

• breach of statutory rights under the Consumer Rights Act 2015.

• any matter for which it would be unlawful to exclude or limit liability.

18.4 This Clause 18 shall survive termination of the contract.

19. Force Majeure

19.1 The Company shall not be liable for any delay or failure in performance caused by events beyond its reasonable control, including (but not limited to): acts of God, strikes, accidents, war, terrorism, fire, pandemics, raw material shortages, supplier insolvency, transport or utility disruptions, or governmental restrictions.

19.2 Where a Force Majeure event occurs, the affected party shall notify the other in writing and will be entitled to a reasonable extension of time.

20. Termination

20.1 Either party may terminate this agreement with immediate effect by written notice if:

20.1.1 The other commits a material breach of these Terms and fails to remedy it within 30 days of notice.

20.1.2 The other party becomes insolvent, is subject to liquidation, administration, or ceases to trade.

20.1.3 Any encumbrancer takes possession, or a receiver, administrator or similar officer is appointed over any assets of the other party.

20.1.4 Termination shall be without prejudice to any accrued rights or remedies.

21. Intellectual Property

21.1 All intellectual property rights arising from or relating to the Company’s services, designs, specifications, drawings or documentation shall remain the exclusive property of the Company. The Customer shall not reproduce, disclose or use such material without prior written consent.

22. Legal Jurisdiction

22.1These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.

23. Notices

23.1 Any notice must be served in writing to the address provided in the Estimate or most recently confirmed in writing by the receiving party. Notices may be delivered by:

23.1.1 Email (effective on transmission, provided no delivery failure notification is received).

23.1.2 Personal delivery (effective immediately),

23.1.3 First-class post (effective 2 business days after posting).

24. General Provisions

24.1 Third Party Rights: Nothing in these Terms confers any rights under the Contracts (Rights of Third Parties) Act 1999 on any person other than the parties to it.

24.2 Independent Contractors: The parties are independent contractors and have no authority to bind or represent the other, unless expressly agreed in writing.

24.3 Waiver: Failure to enforce any clause shall not constitute a waiver of that or any other clause.

24.4 Severance: If any clause is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

24.5 Clerical Errors: Any clerical, typographical or other error or omission shall be subject to correction without liability.

25. Complaints & Dispute Resolution

25.1 The Company is committed to providing a high level of service. If you are not satisfied with any aspect of our service, please contact us promptly so we can seek to resolve the issue

25.2 Complaints should be made in writing via email to aftersales@salacia.co.uk . We aim to acknowledge complaints within 2 working days and resolve them within 14 working days

25.3 Complaints can also be submitted in writing to:

Salacia Group Ltd

Wilsley Park Farm,

Goudhurst Rd,

Cranbrook,

Kent,

TN17 2LJ

25.4 If a complaint cannot be resolved through our internal process, the Customer may refer the dispute to an Alternative Dispute Resolution (ADR) provider. The Company is not obliged to participate in an ADR scheme but will consider reasonable requests and provide details of an approved ADR provider upon request.

25.5 Nothing in this clause affects the Customer’s statutory rights or their right to pursue a claim through the courts.

Last updated 9th April 2026

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