Customer Service & Support

Customer service and support is available on 08450 17 10 38 Monday to Friday 9.00am to 6.00pm (GMT). Our automated phone system and voicemail is available out of these hours

Terms and Condition of the Business
Trade Accounts Department
Definition of Terms
Contract – the Contract between the Company and the Customer.
Company – Supersleeping or any associated company. Registration Number 05483145
Customer – the person, firm or company identified in or by means of the Contract as ordering the Goods.
Goods – item(s) which the Customer buys or agreed to buy from the Company under this Contract.

Description of a Trade Sale

• A Trade Sale is defined by Supersleeping as a sale made to a customer of 1 or more products at the agreed Trade Price.
• All Trade Sales will be accompanied with a VAT Invoice. VAT number 870020269
• Supersleeping assigns Trade Status to any Company or Individual, which it deems the sale is related to Trade Use.
• Supersleeping reserves the right to decline Trade Status to any Company or Individual at any time.
• Trade Sales will normally only be provided to new customers on a minimum order basis this is at Supersleeping managements discretion.

The reseller (customer of Supersleeping of a Trade Sale) is solely responsible for providing service warranty, parts, after sales service and all aspects of customer care to their customer.
Formation of Contract

• All orders taken and all Goods supplied by the Company shall be subject to the terms and conditions set out in this Contract. No other conditions or warranties are implied into the Contact unless accepted in writing by an authorised representative of the Company.
• The terms and conditions in this Contract supersede all earlier arrangements.

Quotations and Estimates

• The Company will only be bound by the prices quoted in writing and for a specified time period where this time period is not stated it will be 30 days. The quote may be withdrawn at any time, prior to the Customer's acceptance, by the Company either in writing or verbally.
• Unless the Company’s quotation specifically provides for a fixed price contract then the ruling price shall be those at the date of order.
• The Company will provide estimates as provisional only and those estimates may be subject to variation in price.

VAT
All prices are exclusive of VAT unless otherwise stated.
Separate Contracts
Each order and its acceptance is to be treated as a separate contract between the Company and the Customer, if there should be at any time more than one Contract then each Contract is treated as separate issues and any dispute or difficultly arising in relation to one Contract shall not effect in any way the other Contacts.
Payment

• The Customer must pay for all Goods in full before despatch, unless otherwise agreed in writing.
• Cheques will need to be cleared prior to release of goods.
• The Company reserve the right to charge interest on overdue accounts at the rate of 2.5% per annum above the lending rate of the Company’s bank account; this does not prejudice any other rights resulting from non-payment.

Deposit

• Where a deposit is paid for Goods the Company reserve the right to retain the deposit without prejudicing the Company’s right to recover from the Customer, by way of damages, any loss or expense which the Company has suffered or incurred by reason of the Customer’s default.
• The Company may dispose of the Goods from a defaulted Contract as it sees fit and is not accountable to the Customer.

Cancellation
Orders which have been accepted by the Company may not be cancelled without the written permission of the Company and the Company reserve the right to charge a cancellation fee and re-stocking fee this will normally be equal to 30% of the total order value
Returned Items

• Customer wishing to return Goods to the Company must first obtain a return reference number from the Company and the Goods must be returned in accordance with the requirements of the Company. Any Goods returned without a return reference number or otherwise contrary to the Company’s requirements may be re-despatched to the Customer and the Customer will be liable for all costs incurred including but not limited to transport costs.
• No refund will be given until the Goods have been returned to the Company and an examination has been carried out, such inspection will included original packaging and Customer’s invoice.
• All damage or shortage in Goods must be reported to the Company in writing within 5 days.
• Any costs associated with returning Goods shall be met by the Customer unless otherwise agreed in writing by the Company.

Stock Items

• All Goods returned to the Company (where the Company has allowed this) are subject to a 30% restocking fee.
• All returns must be done and completed within 15 days of the delivery to Customer.

Special Order Items

• Special order items are subject to the order provision that such orders can not be cancelled.
• If the Company does agreed to the cancellation of the order the Cancellation of Stock Items section of these terms and conditions will apply.
• If the Company agrees to the return of special order items it is under the condition of the returned items section of this Contract and a disposal fee of 40% of order value.

Changes Required by the Customer
Any loss or expense occurred due to changes in the order required by the Customer shall be paid by the Customer.  The Company does not have to accept changes to the order.

Defective Goods
The Company will not be liable for any loss resulting from Defective Goods. Defective Goods are subject to the Warranty in this terms and condition Contract.
Indemnity Against Infringement of Industrial Property Rights
The Company is not responsible for any claim or liability in respect of any Patents, Trade Marks, Registered Designs or any other like claim resulting from the Customers instructions to the Company, the instructions being implied or express.
Severability
If any part of the Contract becomes invalided for any reason it shall be separated from the remaining part of the Contract and the invalid part shall not effect the remaining of the Contract.
Legal
The Contract shall be governed and interpreted exclusively in accordance with UK law and shall be subject exclusively by that jurisdiction. Nothing in this Contract is intended to negate or limit any right in law which cannot lawfully be so negated or limited, any part of this Contact which is found by jurisdiction to have this effect shall be removed and the remainder of this Contact shall continue to apply.
Delay in implementation of any provision in this Contract does not constitute a waiver of any such rights of the Company.

Terms of Guarantee

• Supersleeping will not repair or cover the cost of any labour for repair of damage under this agreement
• Any faults must be diagnosed by a professional trades person without exception,
• All faulty parts must be returned to Supersleeping for inspection prior to new or replacement parts being sent out.
• If it is not convenient to send back faulty parts first, new parts can be purchased and then refunded once the faultily part has been sent back and warranty has been confirmed

Warrantee Conditions
The following are not covered by the Supersleeping warranty:

• Damage that results from the passage of time (for example fading of finished surfaces),
• Damage from improper storage,
• Damage from transport other than in delivery to you by Supersleeping,
• Damage that results from modification not approved by Supersleeping,
• Damage from modification with non Supersleeping parts,
• Damage that results from neglect or failure to maintain the Supersleeping product in the manner specified by Supersleeping either verbally or in written instructions
• Damage caused by work not done by the appropriate trade persons,
• Damage caused by improper use of the Supersleeping product,

The warranty does not cover additional expenses incurred including but not limited to communication and all transport related issues, nor does this warranty cover labour for repair or diagnostic. This is a parts only warranty.

This guarantee does not cover the following:
A) Periodic maintenance and repair or replacement of parts due to normal wear and tear
B) Transport costs, home service transport costs and all risks of transport relating directly or indirectly to the guarantee of your Supersleeping product. The costs of all transport related to warranty work or otherwise are to be met by the customer
C) Improper use of your Supersleeping product such as commercial use or being located in areas not suitable for the product
D) Installation, repair or servicing done by a non-authorized or not qualified trades persons or work carried out by the customer themselves.
E) Accidents, lightning, water, fire or any cause beyond the control of Supersleeping

Conditions

• This guarantee will be granted only when the original sales receipt or invoice is presented with the defective product.
  Superroom Ltd or its dealer reserve the right to refuse free of charge guarantee service if the above document can not be produced or if the information contained in it is incomplete or illegible
• This guarantee will not reimburse nor cover the damage resulting from modifications made other than genuine Supersleeping approved upgrades.
• This guarantee will not apply if the serial number can not be provided.
• If a part is to be sent mail order it is required that the faulty part is sent back to us recorded delivery prior to us dispatching replacement parts (unless otherwise agreed with the management - pictures will be required).
• Upon receipt of delivery prior to signing check all items for damage. You must inform us immediately upon receipt of any damaged items, by signing for the item you will be in acceptance that the item has been supplied as described and free from damage.  You must notify us within 24hr of delivery if damaged.

Advertised Specification's and illustrations can change without notice please check all requirements with your sales person or by contacting Supersleeping directly for exact model specification such as but not exclusive to: size, sub item colours, item colour, item specification, item features, up to date installation processes and instruction instructions