Terms & Conditions

These Terms & Conditions ("Terms") form a legally binding agreement between you and Materials Store Online ("MSO", "we", "us"). By accessing, browsing, registering, placing an order or otherwise using our website, AI buying assistant, quote-upload tool, trade accounts or any related digital interface (collectively, the "Services"), you confirm that you accept these Terms and agree to comply with them. If you do not accept them, you must not use the Services. Materials Store Online is a trading name of MaterialsStoreOnline Ltd (Company No. 17225220), registered in England and Wales, with its registered office at 54 Reigate Drive, Derby, DE22 4EP. MaterialsStoreOnline Ltd is registered for VAT in the United Kingdom (VAT No. GB 529 5258 64).

You must be at least 18 years old and able to enter a legally binding contract. You are responsible for keeping your account credentials confidential and for all activity that occurs under your account. You must notify us immediately of any unauthorised use. Trade accounts are issued at our discretion and may be suspended or withdrawn at any time.

You are solely responsible for the accuracy, completeness, legality and suitability of any information, specifications, quantities, drawings, quotes, documents, images, measurements or messages you submit to MSO through any of our digital interfaces, including the website, AI buying assistant, quote-upload tool, email, telephone or chat.

MSO relies on the information you provide. We do not independently verify it and accept no liability for losses, delays, wrong deliveries, over- or under-ordering, project failures, non-compliance with building regulations, or any other consequence arising from inaccurate, incomplete, unlawful, infringing or misleading information supplied by you or on your behalf.

Our AI buying assistant, product recommendations, quote analysis and any other automated tools are provided for general guidance and convenience only. Outputs are generated automatically, may be incomplete or incorrect, and do not constitute professional, structural, engineering, architectural, surveying, legal, financial or regulatory advice.

You must independently verify all specifications, quantities, suitability for purpose, compatibility, site conditions and compliance with applicable laws, standards and building regulations before placing any order or acting on any AI-generated output. MSO accepts no liability for reliance on AI-generated content.

We make reasonable efforts to ensure product descriptions, images, specifications and prices are accurate, but errors may occur. Colours, textures and dimensions may vary slightly from images shown. Prices are in GBP and, unless otherwise stated, exclude VAT and delivery. We reserve the right to correct errors, change prices and withdraw products at any time before accepting your order.

Price promise. Where we state that we will beat a like-for-like quotation by 5%, the claim applies to a written quotation from a UK supplier for the identical products, in the same quantities, finishes, delivery location and delivery timeframe, valid at the time you submit it to us. It does not apply to clearance or loss-leader stock, auction or marketplace listings, prices conditional on credit terms or account deposits, or quotations we cannot verify. Where a comparison is not genuinely like-for-like we will decline the claim and explain why.

Your order is an offer to buy. A binding contract is formed only when we send a written order confirmation (not the automated acknowledgement of receipt). We may refuse or cancel any order at our discretion, including where stock is unavailable, pricing is incorrect, payment fails, fraud is suspected, or delivery is not viable.

Payment must be made in full at checkout unless agreed credit terms apply to your trade account. We use third-party payment processors; you authorise us and them to charge the applicable amounts. Late payments on credit accounts may incur interest under the Late Payment of Commercial Debts (Interest) Act 1998 and recovery costs.

Delivery dates are estimates only and not guaranteed. Risk in the goods passes to you on delivery; title passes on receipt of payment in full. You are responsible for ensuring safe and lawful access to the delivery site, accurate delivery instructions, and a competent person to receive, check and offload the goods. Failed deliveries, redeliveries and storage caused by inaccurate information or inadequate access may be charged to you.

You must inspect goods on delivery and notify us of shortages, damage or visible defects within 48 hours. Consumer cancellation rights under the Consumer Contracts Regulations 2013 apply where legally required.

Special-order, bespoke, cut-to-size, mixed and made-to-measure items are non-returnable and may not be cancelled once production or sourcing has begun, except where they are defective or supplied in error. Some products are sourced or manufactured to order and may carry a lead time of up to 8 weeks; the estimated delivery window is stated on the product page and confirmed in your order confirmation. Returned standard items must be unused, in original packaging and may be subject to a restocking charge and return-carriage costs.

You agree not to:

• Use the Services unlawfully, fraudulently or in breach of these Terms.
• Upload content that is unlawful, infringing, defamatory, harmful, or that contains personal data of third parties without authority.
• Attempt to gain unauthorised access, probe, scan, scrape, reverse-engineer or disrupt the Services.
• Misuse the AI assistant to generate unlawful, harmful or misleading content.
• Resell, redistribute or commercially exploit any part of the Services without our written consent.

All content on the Services — including text, graphics, logos, product imagery, software and AI prompts and outputs structured by us — is owned by or licensed to MSO and protected by intellectual property laws. You may not copy, reproduce or use any of it except as strictly necessary to use the Services for their intended purpose.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot lawfully be excluded.

Subject to that, to the maximum extent permitted by law: (a) the Services and any AI outputs are provided "as is" without warranties of any kind; (b) MSO is not liable for any indirect, consequential, special or incidental loss, loss of profit, revenue, business, contracts, goodwill, anticipated savings, data, or for any project delay, demolition or rectification costs; and (c) our total aggregate liability arising out of or in connection with any order is limited to the price paid by you for the goods giving rise to the claim.

You expressly assume all responsibility for the use of, and any decisions made on the basis of, information and outputs obtained through the Services, including the AI buying assistant.

You agree to indemnify and hold MSO harmless from and against any claims, losses, damages, liabilities and costs (including reasonable legal fees) arising out of: (a) your breach of these Terms; (b) inaccurate, unlawful or infringing information you submit; (c) your misuse of the Services or AI tools; or (d) your failure to comply with applicable laws or building regulations.

The Services may link to third-party websites or rely on third-party providers (e.g. payment, AI, hosting, delivery). We are not responsible for the content, policies or practices of third parties.

We are not liable for any failure or delay caused by events beyond our reasonable control, including strikes, supplier failure, transport disruption, fire, flood, war, pandemic, governmental action or failures of telecommunications or third-party services.

We may update these Terms from time to time. The updated version applies from the date posted. Your continued use of the Services after changes are posted constitutes acceptance of the new Terms.

If something has gone wrong, tell us at contact@materialsstoreonline.com or call us on +44 7346 813816 (mobile) or 01332 955181 (office). We aim to acknowledge complaints within one working day and give you a substantive answer within 14 days. If we need longer, we will tell you why and when you can expect a reply.

If you are not satisfied with our answer you can ask for it to be reviewed by a director. You may also be entitled to refer the dispute to an alternative dispute resolution (ADR) entity or bring a claim in the courts of England and Wales. We are not committed to taking part in ADR proceedings for consumer disputes; if a complaint reaches us from an ADR entity we will tell you whether we intend to take part.

To cancel an order under your consumer cancellation rights, email or call us within 14 days of delivery stating your order number and that you wish to cancel. Any clear statement of cancellation is acceptable — you do not need to complete a form.

These Terms and any dispute arising out of them are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, save that we may bring proceedings in any jurisdiction where you reside or operate.

Questions about these Terms: contact@materialsstoreonline.com.