1. About us

We are Dernier & Hamlyn Products Limited (trading as DH Lifelabs), a company registered in England and Wales under company registration number 13064422. Our registered office is at NVC Park 201 Hollymoor Way, Rubery, Birmingham, England, B31 5HE. Our VAT registration number is 420 2826 33.

2. How to contact us

You can contact us by sending an email to UKcustomerservices@dhlifelabs.com or calling us on 0300 373 0739.

3. These terms

3.1 These terms apply to any purchase by you of any of our products. 

3.2 Please read these terms carefully before you place any orders, as they set out important information about your and our rights and obligations. Please note that you must agree to these terms before you place your order.

3.3 You may only purchase any product from our site if you are a consumer. For the purposes of these terms, you are a ‘consumer’ if you are buying from our site as an individual for purposes wholly or mainly outside of your trade, business, craft or profession. 

3.4 Any reference to ‘we’, ‘us’ or ‘our’ in these terms is to DH Lifelabs, and any reference to ‘you’ or ‘your’ is to the person placing an order on our site.

3.5 You must be at least 18 years old and a resident of the UK to place an order on our site. 

3.6 We may make changes to these terms at any time. However, the terms which apply to your order will be those in force at the time you submitted your order to us.

3.7 Please print out or save a copy of these terms and any emails from us for your records, as we will not save or file a copy for you. These terms are only available in English.

4. Orders

4.1 After you place your order, we will send you an acknowledgment email to let you know that we have received your order. This does not mean that your order has been accepted by us. Your order is an offer to buy the product selected by you and specified in your order from us on these terms.

4.2 Acceptance of your order by us takes place when we send you an order confirmation email, at which point a legally binding contract is formed between you and us on these terms. We will notify you at this point if the installation is a standard or non-standard installation. 

4.3 If we do not accept your order, for example because we are unable to take payment, what you’ve ordered is unavailable, you are under 18 or live outside of the UK, or there has been a mistake regarding the pricing or description of the product you have ordered, we will email you using the details you provided when you placed your order. We have the right to reject any order for any reason.

5. Availability

5.1 All orders are subject to availability.

5.2 We cannot guarantee that any of the products available through our website will be available at any given time. 

5.3 In certain circumstances beyond our reasonable control, for example where there has been a change in law, we may need to stop supplying some or all of the products. If this happens and it affects your order, we will notify you by email, cancel your order and in respect of any affected products, provide you with a full refund (including any delivery costs, if applicable).

6. Making changes to your order

If you would like to make any changes to your order after you have submitted it, please contact us as soon as possible and we will let you know if it is possible to change your order. We do not guarantee you will be able to change it.

7. Descriptions

7.1 Descriptions of our products are set out on our website. Please read the descriptions carefully.

7.2 Any pictures and images provided on the site are for illustration purposes only. The products and their packaging may vary slightly from those pictures or images.

8. Delivery to you

8.1 We will deliver the product(s) you have ordered to the address specified by you when you placed your order.

8.2 If no one is available to take delivery, we will follow the delivery instructions you provided to us (e.g. leaving it in a specified safe location or delivering it to a neighbour) and post a delivery note through your letterbox to let you know where we have left your package. 

8.3 Once your order has been delivered to your address or in accordance with the delivery instructions you provided to us, the risk in the goods passes to you and the goods are classed as having been ‘delivered’. This means that you are responsible for the goods and we are not liable to you if the goods are stolen or damaged after they have been delivered to you. This does not affect your legal rights if the goods are faulty or misdescribed. Ownership of the goods passes to you once you have paid for them in full not before

9. Delivery dates and costs

9.1 You will be given available delivery options to choose from when you place your order. We do not deliver to Northern Ireland, Ireland, Isle of Wight, Isle of Man, the Scottish Highlands and Islands or any address outside of mainland England, Scotland or Wales.

9.2 The product you have ordered will be delivered on the selected delivery date or within the delivery period specified, depending on the delivery option you chose when you placed your order. We will try to deliver your order within 30 days of the order confirmation email unless otherwise agreed between you and us.

9.3 Any delivery dates stated during the order process, or in your order acknowledgment or order confirmation emails, are estimates, unless we have agreed a specific delivery date with you.

9.4 We will do all that we reasonably can to deliver your order within the delivery period or on the delivery date agreed with you. If your delivery is delayed, we will email you to let you know as soon as reasonably possible. However, we are not liable to you for any losses you incur if delivery is delayed because of circumstances beyond our reasonable control (for example, severe weather, accidents or unpredictable traffic delays).

10. Prices

10.1 Prices for our various products are set out on our site. All prices are in pounds sterling (£)(GBP) and include VAT at the applicable rate, but exclude delivery charges.

10.2 If there has been an error on the site regarding the pricing and this affects your order, we will try to contact you using the contact details you provided when you placed your order. We will give you the option to re-confirm your order at the correct price or to cancel your order. If we are unable to contact you, we will treat the order as cancelled and notify you by email.

11. Payment

11.1 You must pay for the product you order in advance. We will take payment from your card before we send you your order confirmation email.

11.2 If we are unable to take payment from your card, we will try to contact you using the contact details you provided when you placed your order. If we are unable to contact you, we will cancel your order and notify you by email.

11.3 If your payment is not received by us when due, we may charge interest on any balance outstanding at the rate of 4% percentage points per year above the Bank of England’s base rate.

12. Consumer cancellation rights

12.1 You have the right to change your mind and cancel your order. You have 14 days from the delivery date of the product you have ordered to cancel that order.

12.2 To cancel your order, please email us at UKcustomerservices@dhlifelabs.com or call us on 0300 373 0739. You can also use the contact us form available here. To help us process your cancellation more quickly, please have your order number ready or include it in the email or cancellation form you send to us.

13. Returning goods if you cancel your order

13.1 If you cancel your order and you have already received the product you ordered, you must return it to us within 14 days of telling us that you want to cancel your order. The deadline is met if you send it back to us before the 14-day period has expired.

13.2 We strongly recommend that you get proof of postage. We may withhold the refund until we have received the product back from you or until you have provided us with evidence that you have sent it back (whichever is earlier).

13.3 The product you are returning must be returned to us in a new and unused condition and, to the extent possible, in their original packaging. You are responsible for the product while it is in your possession.

13.4 You are responsible for the cost of returning the product to us.

14. Refunds if you cancel your order

14.1 If you exercise your right to cancel under clause 13, we will provide you with a refund as soon as possible.

14.2 If you cancel an order and have already received the product from us, we will issue the refund no later than 14 days after the day we receive the product back from you or, if earlier, you provide us with good evidence that you have sent the product back. 

14.3 Your refund will be subject to the following deductions:

14.3.1 if you handled the product in a way beyond what might reasonably be permitted in a shop and this resulted in a loss in value to the product, we may make a deduction from the refund for such loss in value; and

14.3.2 anything else we need to take into account

14.4 We will issue your refund to the same payment method you used when you placed your order.

15. Faulty product

15.1 The product that we provide to you must be as described, fit for purpose for which we sell it and of satisfactory quality.

15.2 We are under a legal duty to supply the product in conformity with our contract with you.

15.3 During the expected lifespan of the product that you have purchased from us, you are entitled to the following from the date of purchase:

Up to 30 days:If your product is faulty, you can get an immediate refund.More than 30 days and up to six months:If the product is faulty and cannot be repaired or replaced, then you are entitled to a full refund in most cases.More than six months and up to six years:If the product does not last a reasonable length of time, you may be entitled to some money back.

15.4 This is a summary of some of your key rights. They are in addition to your cancellation rights set out in clause 13 above. For more detailed information on your rights visit the Citizens Advice website at www.citizensadvice.org.uk or call 0808 223 1133.

15.5 If there is a problem with the product you have purchased from us, please contact us as soon as reasonably possible.

15.6 If the product is defective because of things for which we are not responsible, for example damage caused to the product after delivery or the product being used by you or someone else in a way which was never intended, you may lose your right to any refund, repair or replacement.

16. Events beyond our control

We are not liable to you if we fail to comply with these terms because of circumstances beyond our reasonable control.

17. Our liability 

17.1 If we breach these terms or are negligent, we are liable to you for foreseeable loss or damage that you suffer as a result. By ‘foreseeable’ we mean that, at the time the contract was made, it was either clear that such loss or damage would occur or you and we both knew that it might reasonably occur, as a result of something we did (or failed to do).

17.2 We are not liable to you for any loss or damage that was not foreseeable, any loss or damage not caused by our breach or negligence, or any business loss or damage.

17.3 Nothing in these terms excludes or limits our liability for any death or personal injury caused by our negligence, liability for fraud or fraudulent misrepresentation, or any other liability that the law does not allow us to exclude or limit.

18. Your information

Any personal information that you provide to us will be dealt with in line with our Privacy Policy available here, which explains what information we collect and hold about you, and how we collect, store, use and share such information.

19. No third party rights

No one other than us or you has any right to enforce any of these terms.

20. Complaints

If you are unhappy with us or the product we have sold to you, please contact us at UKhelp@dhlifelabs.com.

21. Governing law and jurisdiction

21.1 The laws of England and Wales apply to these terms, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country. Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. This means that you can choose whether to bring a claim in the courts of England and Wales or in the courts of another part of the UK in which you live.

22. General terms

22.1 You are not allowed to transfer your rights under these terms to anyone without our prior written consent. We may transfer our rights under these terms to another business without your consent, but we will notify you of the transfer and make sure that your rights are not adversely affected as a result.

22.2 If any provision of these terms (or part of any provision) is or becomes illegal, invalid or unenforceable, the legality, validity and enforceability of any other provision of these terms will not be affected.

22.3 If you breach these terms and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these terms.