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Terms & Conditions

Terms & Conditions

Who are we?

Calitex Limited is a supplier of catering equipment and services to commercial customers. 

1. Goods being Sold

1.1 Every sale is considered a business to business contract. If you are making a personal purchase for yourself please note that you will not be covered by the consumer Distance Selling Regulations (DSR’s). Therefore we are not obligated to offer refunds or accept returns even if items are unused

1.2 We always aim to ensure all the product information on this website as accurate as possible. All products images are for illustrative purpose and very occasionally you may find that the dimensions, colours and features may differ once the product has been delivered to you. While we make the utmost effort to make sure that the product image and description reflect the real product, there can be a difference for varying reasons such as product re-development and manufacturing methods. Calitex  Limited is not liable for any inaccuracies.

1.3 Before signing to accept the delivery you must make sure that the product delivered is as originally described. Signing the delivery note means you are accepting that the product delivered is as originally described at our website.

2. Pricing and Payment

2.1 All prices listed are subject to the addition of VAT at the standard applicable rate.

2.2 Prices are correct at the time of listing and may be subject to change without prior notice.

2.3 Occasionally an error may cause product price/description to be incorrect, in which case Calitex Limited shall be under no obligation to honour the incorrect price.

2.4 All orders placed with Calitex Limited may be subject to further credit or security checks.

3. Delivery

3.1 Free of Charge delivery is generally restricted to mainland United Kingdom. The Channel Islands, Highlands, Northern Ireland and international shipments are subject to additional carriage charges and extended delivery lead times. Orders under £75 (excluding VAT) will incur a charge of £7.99+VAT. For Northern Ireland XI-EORI/EORI NUMBERS An EORI (Economic Operator Identification Number) is a unique number that identifies a trader with Customs. It is required on customs exit and entry documents to ensure goods can be processed – plus other Customs communications, if this cannot be provided after purchase charges laid out in our terms and conditions are chargeable. PALLET DELIVERIES ONLY to Northern Ireland.

3.2 Delivery as standard is a kerb side delivery to a ground floor site. In most cases this will be between the hours of 7.30am and 6.30pm but the courier may call you outside of these hours. This does not include unpacking and positioning, which must be done by the customer. Drivers will be unable to assist with the unpacking process due to liability insurance regulation.

3.4 Expected delivery time frames are shown on product pages, but may be subject to change due to stock availability or if any additional security checks are necessary. We do as much as possible to ensure that products are delivered to you on time and that you will receive them by the estimated delivery date on the website. However, Calitex Limited is not liable for any delays.

3.5 Please DO NOT book any fitters or installers of the equipment ordered until after the goods have been delivered and inspected by yourself. We will not take any responsibility for any costs incurred as a result of arranging this in advance of delivery.

3.6 Calitex Limited is not liable for any lost profits or business interruption that may have directly, indirectly or incidentally arisen from a delivery delay of the order. It is the customers responsibility to plan and prepare for such instances.

3.7 The Customer is responsible for ensuring that all items will fit onto or within the premises. You (the Customer) are advised to check all entry door dimensions to ensure the product will fit onto or within the site. Any charges caused by an aborted delivery due to this will be passed onto the Customer.

3.8 We will charge a redelivery fee if no one is available on site to take delivery of the goods.

3.9 Prior to dispatch from our warehouse, Calitex must be made aware of any restrictions that may affect the delivery in any way, such as weight limits, access limitations or pedestrianised zones.

3.10 All delivery times given are estimated and they are quoted in terms of normal working days. It is very important to note that delivery times may be affected by factors beyond our direct control.

3.11 Should Calitex Limited be in a situation where they are not able to fulfil delivery of all products in an order, Calitex Limited shall be entitled to perform partial delivery of the order, without prior notification to the customer. In cases where Calitex Limited are not able to deliver the remaining products of a partially delivered order within a reasonable time frame the remaining payment can be subject to a refund to the customer without prior notice.

3.12 Every effort is made to ensure that the correct item is sent, however if you do not receive the correct item you must report this within 24 hours of delivery.  If you intend to return an item, please note returns can only be accepted within 14 days of delivery, in the original unused condition and the original packaging.

3.13 Unless otherwise stated, delivery is approximately 3-5 working days.

4. Cancellations

4.1 Orders are processed from an external warehouse.

4.2 Order cancellation instructions must be given in writing.

  • Any order cancelled within the first hour following payment of the order will be charged a 5% cancellation fee. After the first hour following payment of the order, a restocking fee of 25% will be charged.
  • If you wish to cancel your order on any other day following the day order was placed, 25% restocking fee and a two way courier fee will be charged. Courier fee will depend on the nature of your order.

4.3 Return delivery charges are as follow:

  • For each parcel sized item in your order up to 30kg in weight, you will be charged 10GBP + VAT.
  • For each pallet sized item in your order over 30kg in weight, you will be charged 50GBP + VAT.

4.4 Refused Deliveries. If you do not cancel your order in writing but refuse the delivery, since the order has been dispatched same terms listed in 4.2 will apply.

5. Damaged Shipments

5.1 Your goods are covered with our goods in transit insurance policy.

5.2 Products delivered on pallets. 

Products delivered on pallets will be delivered to you with a company which is a TPN or Fortec pallet network member. You should inspect the product itself and report damages only if the product itself is damaged. We advise you to ask the driver to wait so that you can inspect your goods and have enough people on hand to do this in a timely manner. Reporting damages on packaging material is not acceptable.

Please carefully check the goods before signing for the delivery. If you find any damages please refuse the delivery and we will exchange the damaged product. If you accept and sign for the delivery, this means you are accepting the order in good condition and the insurance policy will not cover the transport damages you will want to claim. Signing unexamined is not acceptable. 

In the event that the driver will not wait for you to inspect the goods, please refuse the delivery and we will rebook delivery. Once signed as damaged, you must report any damage to Calitex Limited via email within 24 hours to make a claim.

Should you not sign the goods as damaged and upon later inspection find that the item is indeed damaged, you will need to report this to us via email within 24 hours of receiving the goods.

We offer to replace the damaged item or issue a refund provided that the item is returned back to our warehouse at the customers own cost and transport risk. There is also an added fee of £120+VAT that the customer needs to pay for administrative fees and delivery charges. A fee of up to 20% of the value of the product may also be applicable to recuperate some of the repair costs and the selling of the product as B-Grade.

5.3 Products delivered by parcel service companies as parcels.

Products delivered as parcels will be delivered to you with a parcel service company which is either DHL, Tuffnells or DPD. Delivery driver will not wait for you to check the goods for transport damages 

In the event that you find the product damaged in transit, you must report any damage to Calitex Limited via email within 24 hours to make a claim. Then will be able to collect the product and exchange it. If we do not receive an email within 24 hours, your claim for a transport damage will be rejected.

5.4 Photographic proof of the damages needs to be provided via email.

5.5 Please keep all of the packaging of the product. This will be required to safely return the item. Products without original packaging will not be accepted back.

ALL damaged shipments must be sent to:





6. Returns

6.1 Goods sold may be returned at the customers own cost and transport risk for a refund providing the product(s) are unused and in their original packaging. The restocking charge for returned items is 25% of the full invoiced amount and if the product was delivered on a pallet an admin fee of £120+vat will be applicable in addition to the 25%. A return form must be requested from our customer support team. This form needs to be filled out and emailed back to us. The same form also needs to be attached to the product being returned for identification.

ALL returns must be sent to:






We will not accept any returns at our Rugby location.

No goods are accepted for return after 14 days.

Please note, once an order has been placed and dispatched to our warehouse the 25% restocking fee will apply.

Refunds will only be paid once the returned goods have been inspected and after deduction of any restocking charges have been made. We will also deduct any costs for repairing any damage or replacing any missing components that were supplied with the original order. Refunds will be made within 7-14 days after being approved by the customer service department.

7. Refund Policy

Refund request needs to be approved by our customer service department. Evaluation will be made according to the terms and conditions listed here and once the refund is approved, refunds will  made within 7-14 days.

8. Disputes

Please note that if you provide untrue information to your payment provider or bank regarding the cancellation procedure followed, we reserve the right to commence legal proceedings without further notice at which time we will seek to recover our costs, damages and interest on the outstanding amount.

9. Installation and Usage of the Goods

The Customer need to ensure that all power supplies, water and gas connections are appropriate for the goods supplied. All gas powered goods must be fitted by a GAS SAFE approved fitter and all electrical goods by a qualified fitter. Calitex Limited will accept no liability for damage to goods or any other liability or loss caused by incorrect fitting or installation. Calitex Limited reserves the right to ask for the installation and service engineer reports for warranty claims.

10. Warranties and Liability

If an items is not working on delivery or within 14 days from the invoice date, we will exchange the item or refund the price paid. It is the customer’s responsibility to report such failure in writing with supporting evidence such as initial installation report of a qualified engineer, photos or video if required within this timescale. Warranty will be rejected for commercial products not installed by a qualified engineer. After 14 days from the invoice date, normal terms of warranty will apply.

Warranty stated is a 12 month parts only warranty and no labour or engineer costs are covered. 

A parts only warranty allows you to use your own sourced fully qualified engineer (at your own cost) to assess the problem. This must be followed by a full engineers report sent back to ourselves, which we will then forward onto the product manufacturer. Any warranty claims requested without a qualified engineer report will be rejected Once approved by the manufacturer the parts required will be sent to your desired location. The manufacturer requests that the defective parts are to be sent back on repair of the unit. Failure to send these defective parts back is unacceptable and will result in a full invoice for the replacement parts.

At our discretion, if we choose to cover the products with Back to Base warranty, the buyer is responsible for the cost of sending the product back to our warehouse and sending it back to the buyer after being repaired.

Calitex Limited is not liable for any lost profits or business interruption that may have directly, indirectly or incidentally arisen from a faulty or defected unit. It is the customers responsibility to plan and prepare for such instances.

By agreeing to purchase, the Customer agree to our Warranty Terms & Conditions which can be accessed at any time but may be subject to change.

Important information for disputes: Please note that if you provide untrue information to your payment provider or bank regarding the warranty procedure followed, we reserve the right to commence legal proceedings without further notice at which time we will seek to recover our costs and interest on the outstanding amounts.

Disclaimer : Damage to glass and/or broken glass are not covered under Warranty.

11. Termination

Calitex Limited reserves the right to cancel or suspend any order where payment has not been received or in which payment has failed subject to credit checks or otherwise.

12. WEEE Directive

As a distributor of commercial catering equipment, we are committed to the protection of the environment and the implementation of the WEEE directive. The most practical way to carry out this system is to offer our customers a collection and disposal service at the end of the equipment’s life cycle. Due to the nature of this system, extra charges will be incurred if you (the Customer) choose to opt for this service.

13. Terms and Conditions of Website Usage

By using this website you agree to these terms and conditions.

14. Age Requirements

To order a product there is a minimum age requirement of 16 years, by ordering you confirm you are of the required age.

15. Disclaimer

Whilst Calitex Limited has taken all reasonable care in the preparation of the contents of this website; some information has been supplied by third parties and is reproduced in good faith. Calitex Limited disclaims as to the accuracy of the information supplied by third parties or for apparent errors and omissions.

16. The Company

This website is wholly owned by Calitex Limited.