1. Pricing
All product prices listed on our website include VAT (where applicable) but exclude delivery charges. If the VAT rate changes between the time you place your order and dispatch, we will adjust the amount payable—unless you have paid in full prior to the rate change.
You will be charged only when your order is dispatched, and you will receive a Dispatch Confirmation Email. Ownership of the goods transfers to you upon receipt of full payment.
In the event of late payment, we reserve the right to charge interest at 2% above the Bank of England base rate, calculated daily from the due date until payment is received. You are responsible for both the outstanding balance and any accrued interest.
2. Product Information
Unless explicitly stated, Mitie GB Group Limited is not the manufacturer of the products sold.
- Product colours may appear differently depending on your screen/device.
- Packaging may vary from images shown online.
We strive for accuracy but recommend reading all product labels, warnings, and instructions before use.
We may update products to comply with legal requirements or to make minor improvements that do not affect usability.
3. Order Processing & Delivery
Order Handling:
Orders are usually processed the same working day. Orders placed after 4 PM GMT or on weekends/public holidays will be handled on the next business day. Allow additional time during busy seasons.
Delivery Options & Costs:
Shipping options and charges (including VAT) are clearly displayed at checkout.
4. Delay or Non-Performance
If delivery is delayed due to events beyond our control (e.g. strikes, severe weather), we will notify you and take reasonable steps to minimise the impact.
You may cancel your order for a full refund if the delay is significant.
If we are unable to fulfil your order due to a major external issue, we reserve the right to cancel the contract and issue a full refund.
5. Order Cancellation
You have the legal right to cancel your order within 14 days of receiving it.
To cancel, contact us at:
Email: info@mitiegbgroup.co.uk
Post: Mitie GB Group Limited, 85 Great Portland Street, London, England, W1W 7LT
You must return the item within 14 days of notifying us. Unless free returns were offered, return postage is your responsibility.
Return Address:
Returns Department, Unit 5 Bullsbrook Road, Hayes, UB4 0JZ
Use a tracked delivery service and keep your proof of postage. We cannot refund items not received.
Refunds:
- Not dispatched: Full refund within 14 days of cancellation.
- Dispatched: Refund within 14 days of receiving the returned item or proof of return.
Refunds will be made to your original payment method. Used, damaged, or incomplete items may receive a partial or no refund.
6. Returns Policy
We comply with all legal requirements to supply products that are as described and fit for purpose.
If your product is faulty, incorrect, or damaged, contact us at info@mitiegbgroup.co.uk or via our contact form.
Include:
- A brief description of the issue
- Your preferred resolution (refund or replacement)
- A clear photo of the issue
If approved, we’ll send you a pre-paid return label and assist with the return.
7. Warranty
If a fault develops within 12 months of delivery (excluding misuse or wear and tear), we will repair or replace the item under our returns policy.
Your statutory rights are not affected.
8. Your Consumer Rights
Under the Consumer Rights Act 2015, you are entitled to:
- A full refund within 30 days for faulty goods
- A repair, replacement, or refund within 6 months if a fault is not resolved
- A partial refund within 6 years if goods fail to last a reasonable length of time
9. Product Use
Unless otherwise stated, products are intended for personal or home-office use only.
Commercial use, modification, or misuse may void the warranty and your return rights.
10. Customs & International Orders
For international orders, you are responsible for any customs duties, taxes, or fees imposed by your country.
As the importer, you must comply with all local regulations. Customs authorities may inspect or open packages during transit.
11. Ending Our Contract
We may cancel your order if:
- You fail to accept delivery within a reasonable period
- An external event prevents fulfilment
In such cases, you will receive a full refund.
12. Our Liability
Mitie GB Group Limited is not liable for:
- Losses that were unforeseeable
- Delays or damage caused by external events
- Losses preventable by reasonable action from you
- Business or commercial losses
We do not exclude liability for:
- Fraud or fraudulent misrepresentation
- Death or personal injury caused by negligence
Your statutory rights remain fully protected.
13. Children
We do not sell to individuals under 18.
Minors must use our website under the supervision of a parent or guardian.
14. Personal Data
Your personal information is processed in accordance with our Privacy Policy, available on our website.
15. Disputes & Complaints
For complaints, contact:
Managing Director
Mitie GB Group Limited, 85 Great Portland Street, London, England, W1W 7LT
We aim to resolve complaints quickly and fairly.
Disputes are governed by English law and may be brought in courts within England, Wales, Scotland, or Northern Ireland, depending on your location.
16. Other Important Terms
- We may transfer our rights and responsibilities under this contract to another organisation.
- This contract is between you and Mitie GB Group Limited; no third party may enforce its terms.
- If any part of these terms is found unlawful, the remainder will still apply.