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Terms & Conditions

Our Terms & Conditions

Thank you for placing your order with us

Please read through these terms and conditions carefully as they will govern your order. 

1.These terms 

1.1 What do these terms cover. These are the terms and conditions on which we supply products to you. 

1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.  

1.3 These terms only apply to you if you are a consumer. You are a consumer if: 

  • You are an individual. 
  • You are buying products from us wholly or mainly for your personal use (not for use in connection with your trade, business, craft or profession). 

2. Our contract with you 

2.1 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.  

2.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because we have identified an error in the price or description of the product or because we are unable to meet the delivery deadline you have specified.  

2.3 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order. 

2.4 We only sell to the UK. Our website is solely for the promotion of our products in the UK. Unfortunately, we do not accept orders from addresses outside the UK. 

3. Our products 

3.1 Products may vary slightly from their pictures. The images of the products on our website and in our brochures and other marketing materials are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.  

3.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website and in our brochures and other marketing materials.  

4. Your right to make changes 

If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.  

5. Our rights to make changes 

5.1 Minor changes to the products. We may change the product:  

(a) to reflect changes in relevant laws and regulatory requirements; and  

(b) to implement minor technical adjustments and improvements.   

These changes will not affect your use of the product. 

6. Delivering the products 

6.1 Delivery costs. The costs of delivery will be as displayed to you on our website, in our brochure and marketing materials or as quoted to you by our team when you place your order. 

6.2 When we will deliver the products. We shall deliver the products to you as soon as reasonably possible and during the order process, we will let you know when we will deliver them to you.  

6.3 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.  

6.4 If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot. Where there has been a prearranged delivery day and nobody was available to take delivery of the product, we will charge for re-delivery of the product. 

6.5 If you do not re-arrange delivery. If after a failed delivery to you, you do not re-arrange delivery or collect your products from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 9.2 will apply. 

6.6 When you become responsible for the products. The products are your responsibility from the time we deliver the product to the address you gave to us. 

For detailed information please refer to the Maison Flair Refund and Returns Policy.

7. Your rights to end the contract 

7.1 Your rights to end your contract with us will depend on what you have bought, whether there is anything wrong with it, how we are performing, and when you decide to end the contract: 

(a) If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back), see clause 11; 

(b) If you want to end the contract because of something we have done or have told you we are going to do, see clause 7.2; 

(c) If you are a consumer and have just changed your mind about the product, see clause 7.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods. 

7.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (c) below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are: 

(a) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed; 

(b) there is a risk that the supply of the products may be significantly delayed because of events outside our control; or 

(c) you have a legal right to end the contract because of something we have done wrong.  

7.3 Exercising your right to change your mind if you are a consumer (Consumer Contracts Regulations 2013). If you are a consumer then you have a legal right to change your mind within 14 days and receive a refund.  These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.  

7.4 How long do you have to change your mind? How long you have to change your mind depends on how your products are delivered: generally, you have 14 days after the day you (or someone you nominate) receives the products unless your products are split into several deliveries over different days. In this case, you have until 14 days after the day you (or someone you nominate) receives the last delivery. 

8. How to end the contract with us (including if you are a consumer who has changed their mind). 

To end the contract with us, please let us know by calling customer services on 01787 242 798 or by emailing us at Please provide your name, home address, details of the order and, where available, your phone number and email address.  

8.1 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either post them back to us at the address we notify to you for this purpose or (if they are not suitable for posting) allow us to collect them from you. Please call customer services on 01787 242 798 or email us at for a return label or to arrange collection. You must not return products to us until you have notified us and we have agreed on the means of returning the products with you. 

8.2 When we will pay the costs of return. We will pay the costs of return: 

(a) if the products are faulty or misdescribed; or 

(b) if you are ending due to an error in pricing or description, a significant delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong. 

In all other circumstances (including where you are a consumer exercising your right to change your mind) you must pay the costs of return.    

8.3 What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. 

8.4 How we will refund you.  If you are entitled to a refund under these terms we will refund you the price you paid for the products and delivery costs (where appropriate), by the method you used for payment. However, we may make deductions from the price, as described below. Where you are entitled to a refund for delivery costs, these will be the costs of delivery by the least expensive delivery method we offer. For example, 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. 

8.5 When we may make deduction from refunds if you are a consumer exercising your right to change your mind. If you wish to exercise your right to change your mind, you are only permitted to handle the goods to establish their nature, characteristics and functioning. Acceptable handling means the kind of handling that might reasonably be allowed in a shop.  If you are exercising your right to change your mind, we may reduce your refund of the price to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way that would not be permitted in a shop. 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.  

8.6 When your refund will be made. We will make any refunds due to you as soon as possible.  If you are a consumer exercising your right to change your mind and we are not collecting the products, then your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. In all other cases, your refund will be made within 14 days of your telling us you have changed your mind. 

9. Our rights to end the contract 

9.1 We may end the contract if you break it.

We may end our contract with you at any time by writing to you if: 

(a) 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; 

(b) 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; 

(c) you do not, within a reasonable time, allow us to deliver the products to you or collect them from us;  

9.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 9.1 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. 

9.3 We may withdraw the product. We may write to you to let you know that we are going to stop supplying the product, in which case we will refund any sums you have paid in advance for products which will not be provided.

10. If there is a problem with the product 

How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 01787 242 798 or email us at Your rights in respect of defective products if you are a consumer 

10.1 If you are a consumer, we are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the products. Nothing in these terms will affect your legal rights. 


Summary of your key legal rights 

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website or call 03454 04 05 06. 

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: 

(a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.   

(b) Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.   

(c) After 6 months: if your goods do not last a reasonable length of time you may be entitled to some money back.    

10.3 Your obligation to return rejected faulty products. If you wish to exercise your legal rights to reject products you must either post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on 01787 242 798 or email us at for a return label or to arrange collection. 

10.4 We will not be liable for any defects in a product if:  

(a) the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the product as specified in the clause in clause 7.6 above or otherwise; 

(b) you alter or repair the product without our written consent; or 

(c) the defect arises as a result of fair wear and tear, wilful damage, negligence, or abnormal storage or operating conditions. 

10.5 These terms shall also apply to any repaired or replacement products supplied by us. 

11. Price and payment 

11.1 Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the product you order.  

11.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect. 

11.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. 

11.4 When you must pay and how you must pay. We accept payment by credit or debit card. You must pay for the products before we dispatch them.  

12. Our responsibility for loss or damage suffered by you if you are a consumer 

12.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen. 

12.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or for breach of your legal rights in relation to the products as summarised at clause 11.1. 

12.3 We are not liable for business losses. We only supply the products to you on these terms for domestic and private use. If you use the products for any commercial, business or re-sale purpose our liability to you will be limited as set out in our terms and conditions for the sale of products to businesses. 

13. How we may use your personal information 

13.1 How we will use your personal information. We will only use your personal information as set out in our privacy policy located here

14. Information about us and how to contact us 

14.1 Who we are. We are Maison Flair, a trading division of Specflue Limited a company registered in England and Wales. Our company registration number is 02716331 and our registered office is at 8,Curzon Road, Chilton Industrial Estate, Sudbury, Suffolk CO10 2XW. Our registered VAT number is GB 594925880.  

14.2 How to contact us. You can contact us by telephoning our customer service team at 01787 242 798 or by writing to us at 

14.3 How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order. Please refer to our Privacy Policy for information about how we handle your personal data.

14.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails. 

15. Other important terms 

15.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation.  

15.2 Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms. 

15.3 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect. 

15.4 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date. 

15.5 Which laws apply to this contract and where you may bring legal proceedings if you are a consumer. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in in either the Northern Irish or the English courts