CWS ORDERING, DELIVERY AND RETURNS
Version: 2026-11-10-business-2

WHO YOU ARE BUYING FROM
Complete Workspace Solutions Ltd (CWS), company number 10103036, VAT number GB 239712101. Registered office and correspondence address: 87 Edwin Road, Gillingham, Kent, ME8 0AE. Email info@completeworkspacesolutions.co.uk or call 0330 113 9922. The registered office is not a showroom or a confirmed returns depot.

CHOOSING PRODUCTS AND REQUESTING A QUOTATION
Business customers can pay online for eligible standalone products and confirmed delivery zones. Choose Business purchase only when buying wholly or mainly for your trade, business, craft or profession and provide the business or trading name. Private customers can request a written quotation through the same basket; online consumer payment is not enabled in this launch. This does not change anyone’s legal status or remove consumer rights. Select the exact product code, size, finish and colour. Images may show optional extras. Installation is separately quoted.

PRICES, PAYMENT AND AVAILABILITY
Prices are in GBP, shown excluding and including VAT. Priced products include one standard England and Wales delivery unless stated otherwise. Published regional supplements are shown before payment. Mixed quantities, unknown rates, fitment-sensitive options and unloading assistance require a quotation. Current supplier carriage charges are included in the selling price; there is no separate PayPal surcharge. Products are normally supplied to order and are not advertised as in stock. We check the supplier’s current schedule before accepting your order. We will not substitute goods or increase an agreed price without your agreement. If we cannot accept the order, we will explain and refund any payment in full.

WHEN AN ORDER IS ACCEPTED
Your order is an offer to buy on the specification, total price, delivery arrangements and terms supplied before you commit. A payment receipt is an acknowledgement, not acceptance by CWS or the manufacturer. CWS accepts your order by issuing an explicit order acceptance after checking the details and supplier availability. If we cannot accept your order, we will explain and return any payment without undue delay using the original payment method. Nothing in this process restricts applicable consumer cancellation rights.

DELIVERY AND UNLOADING
The product lead time is an estimate in working days, including manufacture and delivery, excluding weekends and bank holidays. We confirm the agreed delivery period before your order; a period longer than 30 days requires agreement. We will update you about material delays. Your applicable rights if we fail to deliver remain unaffected. Deliveries are normally kerbside, Monday to Friday. Tell us about vehicle restrictions, site hours, narrow access and any assistance needed. If equipment is required for unloading, confirm what is available. A tail-lift or installation is not automatically included. Extra delivery services or re-delivery costs require explanation and agreement; no additional service is selected for you automatically.

CONSUMER CHANGE-OF-MIND CANCELLATION
If you buy wholly or mainly for purposes outside your trade, business, craft or profession, you normally have the right to cancel from ordering until 14 days after the day you receive the goods. For goods ordered together and delivered separately, this normally runs from receipt of the last item. Tell us clearly by email or post that you wish to cancel, giving your order reference and contact details. You may use the cancellation form below but do not have to. You normally then have 14 days to send the goods back. A cancellation number is not a condition of giving notice.

RETURN TRANSPORT AND DESTINATION
For private customers, return arrangements and any applicable change-of-mind transport cost or reasonable estimate for bulky goods will be supplied with the written quotation before an order is placed. The private-customer quotation route remains available while these transport estimates are established. For authorised returns, CWS provides the correct destination and transport instructions with the returns paperwork. Contact CWS first so we can provide the correct return instructions. Do not dispatch goods to any depot or the registered office without checking the destination with CWS. Cancellation notice and statutory deadlines do not depend on an authorisation number.

CONSUMER REFUNDS
For an eligible cancellation we refund the goods and the standard outbound delivery charge. A delivery upgrade above the standard service is not refundable under the change-of-mind right. We refund without undue delay and within the applicable 14-day period; for returned goods we may wait until we receive them or evidence of dispatch, whichever is earlier, where the law permits. Refunds use the original payment method unless expressly agreed otherwise, without a refund fee. Any deduction must reflect diminished value from handling beyond what is needed to establish the nature, characteristics and functioning of the goods. We do not apply a blanket restocking or PayPal-processing fee to statutory consumer cancellations.

FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED GOODS
Contact CWS with the order reference and a description of the problem. Photos can help, but they and original packaging are not conditions of exercising statutory rights. Please inspect deliveries and report problems promptly. Signing a delivery note or missing a short supplier reporting window does not remove statutory consumer rights. For consumers, goods must be of satisfactory quality, fit for purpose and as described; applicable rejection, repair, replacement and refund rights continue to apply. We arrange the appropriate remedy and bear reasonable return costs where required. Report issues to CWS rather than treating the supplier’s trade returns policy as your customer policy.

STANDARD OPTIONS, BESPOKE GOODS AND INSTALLATION
A standard catalogue item is not automatically excluded from consumer cancellation because it is manufactured after ordering or selected in a standard colour. Any genuinely personalised or customer-specification exception must be identified before purchase. Optional installation or other services need a separate agreed scope, price and cancellation information. We will obtain any express request and acknowledgements required before beginning services during a consumer cancellation period.

BUSINESS PURCHASES
For purchases wholly or mainly for business purposes, the consumer cooling-off rules do not apply. Ask CWS promptly if you wish to cancel or change an order; we will try to stop it before supplier commitment. After CWS acceptance and supplier commitment, cancellation or return of non-faulty goods requires our written agreement and may involve unrecoverable supplier charges, return transport and refurbishment costs. Our supplier’s standard trade policy applies a 30% restocking fee to accepted returns, with some products excluded. Before a discretionary return is agreed we will explain the proposed charges and obtain your agreement. Restricted products are handled by quotation. Faulty, incorrect or misdescribed goods must be reported to CWS and will be resolved under the applicable contract and law; this change-of-mind procedure does not replace those rights. We do not exclude liability that cannot lawfully be excluded.

QUESTIONS AND COMPLAINTS
Email info@completeworkspacesolutions.co.uk or write to the correspondence address above with your reference and the outcome you are seeking. We will investigate and respond, and explain the next steps if we cannot resolve the complaint. These terms do not remove mandatory consumer protections or rights to bring a claim in the courts available to you. Our privacy policy explains how we handle enquiry and order information.

OPTIONAL CONSUMER CANCELLATION FORM
To: Complete Workspace Solutions Ltd, 87 Edwin Road, Gillingham, Kent, ME8 0AE; info@completeworkspacesolutions.co.uk

I/We give notice that I/we cancel the contract of sale for the following goods:
Order reference:
Goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature (only if submitted on paper):
Date: