Terms & Conditions

Massgrove Terms & Conditions


  • About the Orders
  • Massgrove’s Obligations
  • Customer Obligations
  • Delivery Rates
  • Returns, Faulty Items, and Unwanted Items
  • Data Protection
  • Our Website

About the Orders

Orders can be placed via our secure website. We do not take orders by phone. After placing an order on our website, we will confirm it by email or phone within 1 working day. We reserve the right to cancel any order placed on our website.

Massgrove’s Obligations

  • The stock quotes on our website may vary; in our confirmation email we will be more specific.
  • We will process the order in one working day and inform you concerning the stock, delivery, and any special situations [by email/phone].
  • If the product/s ordered are in stock, they can be delivered in 3 working days maximum; however, this is not guaranteed. While we endeavour to achieve deliveries as speedily as possible, sometimes acts of nature can work against us and deliveries may take a little longer. If they are not in stock, delivery may take up to 7 days. If delivery is expected to take more than 2-3 weeks, we will ask for your confirmation, and we will take the payment after you have confirmed that this is O.K.
  • We will take payment from your account only when the products are ready for shipment.
  • We will inform you of the shipping details, including the shipment consignment number, so that you can track your order.
  • For security reasons, we will only ship the orders to the credit/debit card billing address.
  • Concerning the WEEE Directives and the WEEE marked items – see Massgrove’s Policy.

Customer Obligations

  • You agree to pay the full listed price of the products you would like to acquire from our website.
  • You agree to receive the shipped goods between 8.00am and 5.00pm, Monday to Friday, at the specified address and sign for the parcel. If you are not available, or the parcel has not arrived in the specified time frame, it is your duty to inform us by phone or email as soon as possible (within 1 working day).
  • It is your duty to check the goods as soon as they are delivered to you, and to report any damaged, faulty, or missing items within no more than 3 days; see below for more details.
  • If you chose the “In-Store Pickup” option, the cardholder will need to bring the same debit/credit card that was used for the purchase for verification. In store, we will record the card details and a signature must be provided.
  • Concerning WEEE rated items: you can return old-for-new, like-for-like WEEE marked items to us.

Returns, Faulty Items, and Unwanted Items

Note: do not return faulty or unwanted items to us without first obtaining a returns number. We are not responsible for any items that are returned to us if no returns number has been given to us.

To return unwanted, incorrect, or faulty items back to us, you will first need to obtain a Returns Number by emailing us at info@massgrove.com with the details of your order and the reason you want to return the fitting/s. Please note, we do not take back unwanted light bulbs or LED lamps (unless they are faulty).

Damaged Items

  • If the items you have received are faulty or damaged, you have the obligation to notify us by email as soon as possible.
  • If the items you have bought are damaged, we will replace them. If the items become faulty within 30 days, we will replace them free of charge. After the 30 days period, you will have to send them back to us, and we will replace them (you will be responsible for the carriage charge).
  • Damaged items can be either refunded or replaced; in either case, please contact us to obtain a returns number and upon receipt and inspection, and we will replace or refund the faulty fitting. If the item is found not to be faulty or misused beyond the limits of everyday use, the items will be returned and you will be responsible for the carriage costs.

Faulty Items

  • According to the Distance Selling Regulations (Sale of Goods Act), we at Massgrove offer a 30-day no-quibble returns guarantee; if the items are faulty within 30 calendar days from receiving them, you can return them for a full refund or for replacement.
  • If the items you have received are faulty or damaged, you have the obligation to notify us by email as soon as possible.
  • In all cases, the manufacturer’s guarantee passes to the end user. If the items are damaged or faulty after 30 days, we will pass on the manufacturer’s contact details, so that you can resolve the issue with them directly.
  • Please note: Faulty items may need to be returned to the manufacturer for testing – if the items are found faulty, we will replace the item free of charge; if they are not found faulty, a minimum charge of £10 + VAT will be incurred to cover delivery costs.

Unwanted Items

  • If within 30 days from receiving your order you decide you do not want the items you ordered, please contact us by email or phone and we will confirm the return of the items (you will support the carriage expenses). The items must be in their original packaging; we reserve the right to deny the refund if the items are not in a re-saleable condition.
  • The return conditions for unwanted products does not apply to specially-ordered or customised products; if the items are on a special order, taking more than 5 working days to be delivered to you, there will be a 15% handling charge applied.

If No-One is Home to Receive the Parcel

  • Two attempts will be made by the courier to deliver the parcel/s. After the second attempt no-one is home to receive the parcel/s, the parcel/s will be returned to us. Any parcels that are returned due to non-delivery will incur a charge of £15 + VAT. If you would like us to send it to you again, you will be charged a further £6.00 + VAT for the carriage of the redelivery.

In-Store Pickup

  • After 90 days, if the order is still not picked up in our store and there is no communication, we cannot be held responsible for the items on your order (they may be disposed of with no refund of the order).

Cooling-Off Period

If you change your mind about an online order, you have the right to cancel your order without paying anything within a 7 working day “cooling-off” period. For more information, visit the Office of Fair Trading’s website.

Data Protection

  • We will treat all your personal information as confidential (although we reserve the right to disclose this information in the circumstances set out below). We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation.
  • When you shop on this website, we will ask you for personal information including:
  • Your name
  • E-mail address
  • Billing address
  • Delivery address
  • Telephone number
  • Product selections
  • Credit card or other payment information
  • A password
  • We may also collect, and our third party providers of advertisements and content may collect, information about where you are on the internet (e.g., the URL you came from, IP address, domain types like .co.uk and .com), your browser type, the country and telephone area code where your computer is located, the pages of our website that were viewed during your visit, the advertisements you clicked on, and any search terms that you entered on our website (“User Information”). We may collect this information even if you do not register with us.
  • We will use your information for the following purposes only:
  • Processing your orders
  • For statistical purposes to improve this website and its services to you
  • To serve website content and advertisements to you
  • To administer this website
  • To notify you of products or special offers that may be of interest
  • You agree that you do not object to us contacting you for any of the above purposes by telephone, e-mail or in writing, and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under the Telecommunications (Data Protection and Privacy) Regulations 1999.
  • If we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your personal and/or user Information, we are entitled do so.
  • You agree to indemnify, defend and hold us, our officers, directors, employees, agents, and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the conditions by you or any other liabilities arising out of your use of this website, or the use by any other person accessing the Website using your shopping account and/or your personal information.
  • To be eligible to purchase products on this website and lawfully enter into and form contracts on this website under English law you must:
  • Register by providing your real name, phone number, e-mail address, payment details and other requested information