General Conditions of Sale

Our promise is to be transparent in all our dealings, ensuring that our customers enjoy great pricing and benefit from an exceptional experience at every stage of their interaction with us. Whether you are purchasing a product, subscribing to a service, or seeking professional support, we are committed to delivering value and service excellence.

As a customer-centric organization, we prioritize your needs and preferences, even when it means going the extra mile. For instance, we’ve introduced the option for you to select your preferred courier from a range of options, putting you in control of your delivery experience. While a single-courier partnership would have been simpler and more cost-effective for us, we believe that providing choice is essential to enhancing your experience with us.

These General Conditions of Sale apply to all individuals, businesses, or entities subscribing to, purchasing, or otherwise engaging with the services, products, goods, support, or consultancy provided by IT and General Limited.

“ITG Shop”, “ITG,” and "IT&G" are trading names of IT and General Limited, a company registered in England and Wales with company number 09291031 and registered office at 20-22 Wenlock Road, London, N1 7GU, VAT Reg. No: GB223541733.

“ITG Shop” refers to IT and General Limited, the company providing and operating the services and products offered.

“Services and Products” refer to the services and products described and offered on our website at https://itg-shop.co.uk or through other channels operated by ITG Shop.

“Customer” means the individual, firm, corporation, or organisation placing an order or subscribing to a service with ITG Shop.

“Website” means ITG Shop’s online presence on the World Wide Web, accessible via https://itg-shop.co.uk, which is available to the public.

“Account” means the record of transactions and activity related to a specific user or group of users associated with ITG Shop, reflecting purchases, subscriptions, or other interactions.

“Legislation” refers to all applicable laws, regulations, statutes, and legal requirements governing the provision of goods or services between ITG Shop and its customers or registered users.

“Registered Partners or Affiliates” refer to individuals, firms, or businesses formally appointed by ITG Shop to distribute or resell our goods or services to end users.

“Acceptable Use Policy” means the guidelines provided by ITG Shop for the acceptable and lawful use of its services and products. These guidelines are published separately on the ITG Shop website and may be updated periodically. The latest version is available upon request.

These General Conditions of Sale shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

When you place an order with ITG Shop, a confirmation email will be sent to the email address you provided. This email will include an order reference and a summary of the items ordered. Please note that this email confirms that we have received your order, but it does not signify acceptance of your order.

All orders, whether initial or additional, are subject to acceptance by ITG Shop. We reserve the right to reject any order or subscription, in whole or in part, at any time and for any reason. In the event that an order is rejected after payment has been made, we will issue a refund for the part of the order that has been rejected.

For the purposes of our terms, we consider an order to be business-to-business (B2B) if a company name is provided, along with a VAT number (if applicable), or if the order is placed using a formal business account during the order process. If these conditions are not met, the order will be treated as business-to-consumer (B2C).

If your order is for personal use (B2C), you are entitled to certain protections under UK consumer law, including the right to cancel the order within 14 days of receiving the goods, as outlined under the Consumer Contracts Regulations 2013. These rights include the ability to return goods for a refund within this cooling-off period, subject to the conditions specified by law.

Product Descriptions and Fit for Purpose
All goods sold by us are fit for their general purpose, as described in their product listings. If you have any specific requirements or intended use for a product, it is your responsibility to ensure that the product meets these needs. Please contact us for further advice before making your purchase if you have any doubts.

Understanding of Purpose
It is your responsibility to ensure that the goods you purchase are suitable for your specific needs. If you have any doubts or specific requirements regarding the use of a product, please contact us before making a purchase. Unless a specific purpose has been communicated to and confirmed by us, goods will be considered fit for purpose based on their general, advertised use.

ITG Shop resells products from reputable manufacturers, and our products are covered by the manufacturer’s standard one-year "return to base" warranty. This means that products may need to be returned either to the manufacturer or to us for assessment, repair, or replacement. Some of these products may originate from Europe, the United States, or other international locations.

1. Warranty Process

• B2C Customers (Consumers): Under UK consumer law, you are entitled to products that are of satisfactory quality, fit for purpose, and as described. If a product becomes faulty within the first 30 days, you are entitled to a full refund. After 30 days but within 6 months, you are entitled to a repair or replacement free of charge. If the product cannot be repaired or replaced within a reasonable time, you may be eligible for a full or partial refund.

• B2B Customers (Businesses): Products are covered by a standard one-year "return to base" warranty. Any repairs or replacements will follow the manufacturer’s warranty terms.

2. International Products

Some of our products come from manufacturers based overseas, including Europe, the United States, and other parts of the world. In the event that a product needs to be returned for warranty service:

• ITG Shop can liaise with the manufacturer on your behalf to facilitate the warranty process and ensure it runs as smoothly as possible.
• B2C Customers (Consumers): ITG Shop will cover reasonable costs of returning faulty goods during the first 6 months for repair or replacement, as required by UK law.
• B2B Customers (Businesses): Costs associated with returning goods overseas for warranty service may be at your expense unless otherwise agreed.

3. Warranty Exclusions

• ITG Shop is not responsible for any delays or additional costs incurred due to goods being returned to manufacturers based overseas.
• The warranty does not cover damage caused by misuse, accidents, or unauthorized repairs.

4. Return and Assessment

Before returning any product under warranty, please contact us to obtain a Return Authorisation. Once received, we will provide details of where to send the product, whether to ITG Shop or directly to the manufacturer.

5. Limitations of Liability

While ITG Shop will make reasonable efforts to ensure a smooth warranty process, we are not liable for any indirect losses, delays, or additional costs caused by the time it takes to return goods to manufacturers located overseas.

At ITG Shop, we aim to provide the highest quality goods and services to our customers. The following return policy applies to both our business-to-business (B2B) and business-to-consumer (B2C) customers. Please read carefully to understand your rights and responsibilities.

1. Faulty Goods

If goods supplied by ITG Shop are found to be faulty, you are entitled to the following:

• B2C Customers (Consumers):
  • Within 30 days of delivery: You may reject the faulty goods and request a full refund.
  • After 30 days but within 6 months: You are entitled to a free repair or replacement. If repair or replacement is not possible, you may request a full or partial refund.
  • After 6 months: If the goods develop a fault, you may still be entitled to a repair or replacement, but it may be your responsibility to prove the fault was present at the time of delivery.
• B2B Customers (Businesses):
  • Faulty goods covered by the manufacturer’s warranty will be repaired or replaced, or their purchase price refunded, at ITG Shop’s discretion.

2. Return Authorisation

Before returning any goods, please contact us to obtain a Return Authorisation. This applies to both B2B and B2C customers. Once you receive the Return Authorisation, we will provide you with the details of where to return the goods and other relevant instructions.

Please note that faulty goods may need to be returned to the manufacturer directly. This may involve returning goods to an overseas address. You must return the goods within 14 days of notifying us about the return request.

3. Non-Faulty Goods

• B2C Customers (Consumers):

  • For goods purchased online or via other distance-selling methods, you have the right to return non-faulty goods within 14 days of receiving your order, under the Consumer Contracts Regulations 2013. This is known as the "cooling-off" period. You will receive a full refund, including the original delivery cost. The cost of returning non-faulty goods will be at your expense unless we have offered to pay these costs.
  • Please note, this right does not apply to certain goods, such as bespoke or personalized items, or related professional services or subscriptions. For example, if a Professional or Enterprise support or license subscription is allocated to an appliance or an account, this may not be refunded. If any items are exempt from return, this will be clearly stated at the time of purchase.

• B2B Customers (Businesses):

  • Goods correctly supplied in accordance with the customer’s order cannot be returned unless faulty or otherwise agreed by ITG Shop.

4. Returning Goods

All goods being returned must be:

• In suitable packaging to ensure they are protected in transit.
• Carriage paid and fully insured for transit unless ITG Shop agrees to cover the return costs.

If we offer to collect the goods, we will contact you to confirm whether you agree to this and, if applicable, the cost of collection.

5. Overseas Returns

In some cases, goods may need to be returned directly to the manufacturer, which could involve sending the goods to an overseas address. We will inform you of the return location when you request a Return Authorisation. The cost of returning the goods will be at your expense unless otherwise agreed.

6. Repairs Not Covered by Warranty

For repairs not covered by the manufacturer’s warranty, ITG Shop will issue a quotation for the repair or replacement. If you decide not to proceed with the repair or replacement, we reserve the right to charge for any work carried out to determine the nature of the fault.

7. General Provisions

Goods returned without contacting us first and obtaining a Return Authorisation may not be accepted. Please follow the instructions provided to ensure your return is processed correctly.

Professional services or license subscriptions that have been allocated to an appliance or an account are non-refundable once activated. This includes, but is not limited to, Professional or Enterprise support services, software licenses, or extended warranties linked to specific hardware or user accounts.

By purchasing such services or subscriptions, you acknowledge and agree that these services are tailored and allocated specifically to your requirements, and therefore, refunds are not available once the service has been initiated or the subscription has been assigned. Any non-refundable items will be clearly stated at the time of purchase.

1. Delivery Address

The Goods will be delivered to the address provided during the order process, which may differ from the billing address. If you have requested us to use an independent courier, delivery is considered complete when the Goods are handed over to that courier. For deliveries via our usual courier service, delivery occurs when the courier confirms that the Goods have been delivered to your specified address.

2. Delivery Timeframes

• Next Business Day Service: If your order is placed before 11:30 am on a business day and the goods are confirmed to be in stock, we will dispatch the order the same business day with the aim of meeting the courier’s requirement for next business day delivery. Please note, however, that this service is not guaranteed and may not be available for all postcodes.

• Orders placed after 11:30 am may be shipped the following business day.

• Business days are defined as Monday to Friday, excluding public holidays.

• Any dates provided for delivery are approximate and are not guaranteed by our courier, so we are unable to guarantee them to you. If no specific delivery date is provided, we will deliver as soon as reasonably possible and, in any event, within 30 days of the date of the Confirmation Notice, unless otherwise agreed or due to circumstances beyond our control.

3. Delivery Delays

In the event that we are unable to meet the estimated shipping date, or if an Event Outside Our Control affects us or our courier’s service (and we are notified), we will contact you as soon as possible to inform you of the delay and provide a new estimated delivery date. If delivery is not completed within 30 days of the Confirmation Notice, and no alternative arrangement has been agreed upon, you have the right to cancel the order and receive a full refund.

4. Failed Delivery Attempts

Please note that couriers, at their discretion, may attempt a second delivery on the next business day if the first delivery attempt fails. Please contact the courier directly to confirm this.

If you are not available to take delivery on the service you selected at the time of purchase, and the goods are returned to us, we reserve the right to charge you for any reasonable storage costs incurred or to cancel the contract. In such cases, a refund for the goods will be issued, minus any storage or additional costs directly related to the failed delivery.

We may also charge for any reasonable costs associated with re-planning or re-booking the delivery (if the goods are returned to us) and any other necessary and proportionate costs incurred due to your unavailability to take delivery. These charges will be limited to the direct costs incurred by us as a result of the failed delivery.

Disputed Delivery Attempts
If the courier claims that a delivery attempt was made, this will be based on the courier’s records, which may include tracking information and delivery attempt notes. In the event that you dispute the delivery attempt, you will need to contact the courier directly to resolve the issue. We recommend that you track your shipment regularly and ensure someone is available to receive the goods at the delivery address provided.

5. Responsibility for Goods

Responsibility for the Goods passes to you in the following circumstances:

• When our courier confirms delivery at your specified address.
• When you request changes to delivery arrangements directly with the courier, including redirection to an alternative address.
• When we hand over the Goods to an independent courier, if you have requested one.

After responsibility has passed to you, any further delivery-related inquiries or changes should be directed to the courier handling your order.

6. Inspection of Goods

You must examine the Goods within 14 days of their arrival and notify us as soon as reasonably possible if the Goods are faulty, damaged, or not as described. If you do not notify us within this timeframe, you may lose your right to reject the Goods.

7. Events Outside Our Control

If delivery is delayed due to circumstances beyond our reasonable control (such as strikes, natural disasters, or other unforeseen events), we will inform you promptly and make reasonable efforts to minimize the delay. You may cancel the order if the delay extends beyond 30 days from the date of your Confirmation Notice.

The stock availability displayed on our website is generally accurate at the time of viewing. However, please note that items marked as "In stock" may also allow for back-orders to be captured. This means that, while the item is available for purchase, part or all of the order may be fulfilled at a later date if the item is temporarily unavailable.

Further details about the specific quantity available for immediate dispatch, as well as information regarding back-orders, are provided during the checkout process. You will be informed before making payment of any items that are placed on back-order. Items on back-order are typically dispatched within 5-7 working days or sooner, as we may have stock already in transit. For a more accurate estimated delivery time-frame for back-ordered items, please contact us directly.