Terms & conditions

These terms apply to every order placed through this website. Please read them before you order — by placing an order you are agreeing to them.

1. Who we are

ProVenience is a trading name of ProVenience Supplies Ltd, registered in England and Wales, trading from Bilston Industrial Estate, Wolverhampton. Our company number, registered office and VAT number are shown on every invoice and order confirmation.

2. Placing an order

Your order is an offer to buy. A contract is formed when we send the dispatch email, not when you place the order or when payment is authorised. If we cannot fulfil an order — a stock error, a pricing error, or a delivery restriction — we will tell you and refund you in full.

We may decline an order for a restricted product where we cannot satisfy ourselves of the buyer's age or the delivery destination.

3. Prices and VAT

Prices on the site include VAT at the prevailing rate unless your account is set to show ex-VAT pricing. We try hard to price accurately, but if an obvious error slips through we are not obliged to sell at the wrong price: we will contact you, and you can confirm at the correct price or cancel for a full refund.

Delivery is charged separately and shown before you pay. See the delivery page.

4. Payment

Payment is taken at the point of order through our payment provider. We do not store your card details. Trade accounts on agreed terms are invoiced instead, payable to the terms on the account.

5. Delivery

We deliver to addresses in the United Kingdom only. Delivery estimates are estimates: we will always tell you if something is going to be late, and you can cancel and be refunded in full if a delay makes the order pointless to you. Risk in the goods passes to you on delivery.

Where a delivery needs someone to receive it — two-person deliveries and age-restricted lines — and nobody is available on two attempts, we may return the order to the warehouse and refund it less the outbound carriage.

6. Cancellation and returns

Our returns policy sits on the returns page and forms part of these terms. In short: 30 days to change your mind on unopened goods, 14 days to report transit damage, and your statutory rights on top of both.

7. Faulty goods

If goods are faulty, not as described, or not fit for a purpose you told us about, you have rights under the Consumer Rights Act 2015 to a repair, a replacement or a refund. Nothing in these terms limits those rights.

8. Chemicals, age restrictions and safe use

Several products we sell are hazardous substances. You are responsible for using them in line with the label and the safety data sheet, for storing them safely, and for not supplying age-restricted products to anyone under 18. Safety data sheets are available on request at no charge — see the safety data sheets page — and we supply certain regulated substances to over-18s only, and may require identification on delivery.

9. Trade accounts

Trade accounts are offered at our discretion, may be subject to a credit check, and are governed by these terms together with any account-specific terms we agree in writing. Where the two conflict, the account terms take precedence.

10. Our liability

We are responsible for loss you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care. We are not responsible for loss that was not foreseeable, or for business losses — if you buy as a business, we are not liable for loss of profit, of business, or of contracts.

We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, for defective products under the Consumer Protection Act 1987, or for anything else the law does not allow us to limit.

11. Your data

How we handle your personal data is set out in the privacy policy, which forms part of these terms.

12. Changes

We may change these terms. The version that applies to your order is the one published when you placed it, and we keep a note of the date this page last changed.

13. Complaints, law and jurisdiction

If something has gone wrong, tell us first — most things are fixable in a phone call. These terms are governed by English law, and disputes may be brought in the courts of England and Wales, or of Scotland or Northern Ireland if you live there.