Welcome to Defined-AD’s Terms and Conditions of Sale which apply to your purchase on our website. By placing an order to purchase goods from Defined-AD you agree to be bound by these Terms, of which all will form the basis of a legally bound contract between us and you when we accept your order. If you do not agree to the Terms you should not place an order.

We reserve the right to change, amend and/or update these Terms, including product information, at any time. Any changes will be effective for orders placed after the change is published on our website. Therefore, you should refer to the Terms and Conditions presented on our website or request a copy from our customer services team every time you place a new order.

These terms are in relation to goods that are being ordered and supplied through Defined-ad.com as a consumer or a trade account on the website only.

Some of the terms are different if you are a consumer or a business owner (Trade Program account)

You are a consumer if you are an individual and you are buying products for personal use, not for use within a trade, business, craft or profession.

Definitions

Order: The request for Goods to be made or supplied.
Payment: The receipt of cleared funds into our account.
Working day: Monday – Friday
Delivery Partner: Any Defined-AD nominated courier or contractor.
Goods: The goods confirmed in your Order to be supplied to you by us.

Checkout and Payment

When you are pleased with your selection of goods, continue by clicking the “Checkout” icon. At this point, you will need to enter your delivery address, billing address and contact details.The “Confirm Your Order” page will show clearly the price of your order including VAT where applicable and delivery charges in total. If you are satisfied that your order is precise, please confirm that you have read and understood the Terms and click the “Pay with Credit/Debit Card” button via the secure payment mechanism. By confirming acceptance of our Terms and proceeding to click the “Pay with Credit/Debit Card” button, you are permitting us to take payment for the full amount shown including any additional charges and delivery costs as detailed. At this point, you have accepted our Terms.

Our contract with you

A contract will only come into existence between ourselves and the consumer, once will email you to accept an order that you have placed.

If we cannot proceed with your order, we will email you this as soon as possible and issue you with a refund or a possible alternative to the item that you ordered. This may occur if the product is out of stock or because we have realised after the point of ordering that the item description or price was incorrect on the website.

Our Products (images, descriptions, prices & availability)

We try to ensure that colours appear as realistic as possible. Due to the constraints of digital reproduction on different web browsers and media devices, we cannot guarantee exact colour depiction. Please be aware that the actual colour you see on the screen may be different to those of the Goods you have ordered. We strive to ensure dimensions and descriptions are precise, although slight variations may occur. Packaging may be different from that shown.

Concerning Goods made from natural materials, such as leather or wood, it is not possible to guarantee the supplied Goods shall have the exact finish, colour, shade and pattern as shown on the website, due to the intrinsic nature of such materials. Also, we cannot guarantee to match exactly Goods which have been ordered on separate occasions.

For glass items, any imperfection is to be considered as a distinguishing feature of craftsman work. Glass undergoes a thermal treatment that may cause some very slight imperfections which makes each piece unique.

For some of our plastic items, moulding marks and bubbles are part of the production process and are not deemed to be defective in any way.

Pricing

All prices on the website are quoted in Euro include VAT and exclude delivery charges.

We make every effort to ensure that the prices shown at the moment you place your Order are accurate. We reserve the right to make price adjustments if we detect that the price is incorrect or a particular item is no longer available at the price shown on your Order.

If we discover the price for Goods you have placed an Order for is found to be incorrect we will contact you to advise you of the mistake, at which point you will be offered the option of continuing with your Order at the correct price or cancelling your Order for any incorrectly priced Goods with a full refund for those Goods. Discount coupons and trade discount codes cannot be used on products that are already discounted and may result in an automatic refund and order will be deemed as cancelled.

Lead times and Tracking

The items you order will have lead times detailed on the product page and can range from quick ship items, 4-8 weeks or 8-12 weeks. These longer lead times are Made to Order and are production lead times by our partnered brands (suppliers).

If the items that you are ordering are in stock at our warehouse, we will process your order as soon as it has been confirmed within one to two working days (Monday-Friday) and ship with our designated courier.

If the items that you are ordering are in stock with our partnered brands, we would aim to have your items and shipped onwards to you within 7-10 working days (Monday-Fridays)

If you have placed an order for items that have a lead time of 4-8 weeks or 8-12 weeks, these are made to order, you will receive an email with an estimated delivery date around 5-7 working days after you have placed your order. The date we send you in this email is an estimated date, this is the date we have received from the supplier/brand and means it is due to arrive into the Defined-AD warehouse at some stage during that week.

Once your order has been dispatched from our warehouse, you can then track your order with our chosen courier. You will receive an email with this information direct from the courier.

Shutdowns during Summer & Holidays (Christmas)

Many of our brands operate from European countries that traditionally have a summer shutdown period. This would be common in July/August in countries like Spain, France, Germany, Poland etc. Our international partnered brands will close for approximately two to four weeks during this time and therefore the production/delivery of your order is subject to delays. If your order is affected by this, we will notify you immediately.

If you haven’t placed your order before July and before Christmas, please contact our team direct and we can give you advice on lead times.

We are not responsible for delays outside of our control. We do not manufacture the products that we supply and we often do not stock these items either. If items on your order are delayed by an event outside of our control we will contact you as soon as possible. As stated, our lead times can range between 10 days to 12 weeks, as these are production times for many of our partnered brands.

Your right to cancel your order

(a) Your right to cancel your order if you are a consumer & not a business. For business please refer to trade section.

You have a right to cancel within 14 days when a product is not bought in a physical shop. This is also known as a ‘withdrawal’ or ‘cooling off’ period.

This means you can cancel the contract up to 14 days from when the contract was agreed and get a full refund.

You do not have to give you a reason for cancelling. The 14 days starts once you physically receive the goods.

(b) How to cancel your order

Before the cooling-off period ends, you must inform us that you want to cancel. You must do this in writing by email to info@defined-ad.com or by post or by phoning customer care.

By post to Defined-AD, Returns, The Old Water Works,
Knockenduff, Tramore,
Co. Waterford, Ireland.
X91 XD4V

(c) The Right to a Refund within 14 days of cancellation

As per your rights, we will refund you within 14 days of cancellation, using the same payment method you used, unless you agree to a different payment method.

(d) When consumers do not have a right to change their minds

The cooling-off period does not apply to certain purchases.

Examples are:

• Personalised or custom-made products, items made-to-order
• bespoke items such as but not limited to furniture pieces, special-order items to a specific colour, size or configuration and any items damaged by normal wear and tear.
• Products with a short shelf life that spoil quickly
• Products that cannot be returned for health or hygiene reasons
• products where the original packaging has been opened otherwise than for inspection and providing the products have not been handled inappropriately or excessively including but not limited to assembling or installing the products or any part of them.
• Leisure services that are for a set date or period such as hotel bookings, car rental or concert tickets
• Passenger transport services such as bus, rail or air

 

(e) How do I return the items and who pays for the cost of the return?

You are responsible for returning the product to us. The seller does not have to refund you for return postage costs. The seller must tell you before you bought the product whether you will have to pay the return postage costs yourself.

You must return them to us at

Defined-AD, Returns, The Old Water Works,
Knockenduff, Tramore,
Co. Waterford, Ireland.
X91 XD4V

after informing us by email within the 14 days or if they aren’t suitable to send by courier, arranging collection with us again at your cost. The items must be returned, unused and in a fully re-saleable condition in their original packaging, referencing the order number.

(f) When we will pay for the costs of return.

We will pay the costs of return if
1. You received the products faulty or they weren’t as described or

2. You are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, or because you have a legal right to do so as a result of something we have done wrong.

Refunds & How will I receive my refund

If you are entitled to a refund we will refund you the price you paid for the products including delivery costs, using the same payment method you used. However, in some circumstances we may make deductions from the price.

We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by you handling them in a way which would not be permitted in a shop. This would include any handling of the products or removal of packaging otherwise than for inspection purposes. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, only, if we offer delivery of a product within 3~5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

Your right to cancel an order if you are a trade customer

All of our trade orders are special-order items. Therefore, once your order has been confirmed we begin to place the order with our brand partners, therefore cancellations are not possible. As you are a business and not a consumer, this is B2B trading. A business does not have an automatic right to change your mind or to a refund or return unless the item(s) are deemed to be damaged or faulty.

If the item is deemed a common item by Defined-Ad team, our sales department will determine if the buyer’s request to return can be facilitated. Approved credit will however be subject to a 35% re-stock fee and issued to the buyer in the form of an online Gift Card/credit to account. The Buyer will also be responsible for carriage costs for the return of goods to the Company’s premises. Credit for re-stock items will only be permitted if goods are in their original boxes and in a re-saleable condition.

No returns are permitted on bespoke items, furniture pieces, special-order items, including but not limited to custom colour, size, fabric and any items damaged by normal wear and tear.

To make a return please email trade@defined-ad.com

Our rights to end the contract

We may end the contract for a product at any time by writing to you if:

• you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;
• you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, specifications, the full address for delivery, special access requirements etc;
• you do not, within a reasonable time, allow us to deliver the products to access to your premises or you are abusive to staff members.
• If we end the contract in these we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
• We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will let you know as soon as possible in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.
• We may end the contract if the price is wrong. We retain the right to end the contract in circumstances where the product is incorrectly priced and will refund any sums you have paid and require the return of any goods provided to you.

 

What to do if you have an issue or query with your order or product.

If you have any questions or complaints about the product, you can email us at info@defined-ad.com or if you are a trade customer email us at trade@defined-ad.com. You can also phone our customer care team on

If your order is Damaged/Faulty.

Should you discover that any of the goods are damaged upon initial inspection, we would ask to provide us with as much information as possible to allow us to resolve the issue.

For our team to act on this as quickly as possible please provide

• Images of the items received showing any of the damages or faults.
• Images of the packaging showing how the items were packaged on arrival, showing inside packaging, and showing if there is any damage to the outer packaging.
• Images of any packaging labels, including those of the courier.

Please email these images along with as much information as possible to trade@defined-ad.com.

Once our customer care team investigates the damage/fault which could take 5-7 working days from the time we received your email. Only goods that have been classified by us or the manufacturer as faulty will be replaced. Goods that have been damaged on site/premises, incorrectly installed or damaged by water, other elements or other parties/contractors will not be replaced unless a further order has been placed, and payment has been received. The rates for the supply and delivery of additional items, may cost significantly more than those originally quoted. In all cases the goods must be carefully packed and in the original packaging to prevent damage and the Order Number clearly marked on the outside of the packaging. If the original packaging is damaged, extra packaging may be required. We will arrange a return label, pick up or collection or if you have arranged it, we will refund you the cost of return.

Your product must be returned within 30 days if your product is faulty so that you are entitled to a full refund.

Promotional Codes and how to apply them.

From time to time we will issue promo codes to our customer or trade clients. These give you exclusive offers such as free shipping or discounts on products.

Each promo code will be allocated to a specific offer and unique to that offer. The promo code once valid can be redeemed online during the checkout process. You will need to enter your promo code on the checkout page by entering the code in the Promotional Code box.  Once this has been entered, it will apply the discount to your order. You’ll be able to verify this underneath as the discount value will be listed and the price of your goods amended.

Promotional Codes terms & conditions

• Only one promo code can be used per order
• Promo codes are for use online only unless otherwise agreed with our sales/trade teams.
• Promo codes cannot be used for Gift Cards.
• Promo codes cannot be used for items that are already in promotion and discounted (sales and clearance items).
• Promo codes unique to your trade account can be used with Trade Account Discounts
• Terms and Conditions can be unique to each promo code so make sure to check these when you receive a promo code.

Occasionally certain brands will be excluded from these offers. To comply with our partnered brands contracts, certain brands cannot be discounted on Defined-AD.com

If you are having problems with a promo code please contact our team.

eGift Cards

• Defined-AD eGift cards are only redeemable online at Defined-ad.com
• The eGift card is only valid for 24 months from the date of purchase.
• They cannot be exchanged for cash.
• We have the right to not accept an eGift card any anytime if we suspect fraud or duplication of any kind.
• If your order total is less than the balance on your eGift card then the balance will remain on your card and can be used against future purchases.
• If you cancel your order or return goods which you have purchased using an eGift card, we will refund you onto your eGfit card as your method of payment.
• We have the right to amend eGift card terms and conditions at any time.
• eGift cards cannot be returned of refunded.
• eGift cards are available in Ireland only.

 

How do eGift cards work?

Once you have ordered an eGift card and we have taken payment, the eGift Card will be emailed to the email address that you provided. The eGift card can also be emailed to your chosen recipient. The eGift card can then be used at the checkout and is valid for 24 months from time of purchase.

Security of shopping

We are committed 100% to privacy protection and the maintenance of your privacy will be paramount. The information we collect from you in order to process your Order will only be used lawfully in accordance with the Data Protection Act 1998 and the Data Amendment (Protection) Act 2003. We will not willfully share any confidential information without your prior permission and your details will not be passed onto a third party whatsoever for promotional or any other purposes.

We shall not share any of your information with parties outside of our business except to the extent required by law, court order or as requested by other government or law enforcement authorities.

All credit/debit card payments are handled through the AIB secure payment system. The Defined-AD website has a certificate issued by SSL guaranteeing that your transactions are secure.

When you enter an area of the site that carries or requires sensitive information such as your credit card details, a padlock icon will appear within the browser window somewhere which will be dependant on the browser you are using and you will also see the address bar turn green. This will indicate that the site is secure. You can click on the padlock icon to see further information.