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Terms & Conditions


London Basin Company Terms & Conditions

At LONDON BASIN COMPANY (“Us”, “We”), providing high quality craftsmanship and excellent customer service are our top priorities. We are pleased that you (“Customer”) have chosen to purchase one or more of our items (“Products”), and we want you to be fully satisfied with your purchase and experience with our company, so please take a moment and carefully review all of our terms and conditions before placing your order. If you have any questions or concerns, please contact us directly by any of the following methods:

We are: London Basin Company Ltd (company no. 08813960).

Our address is: 2 Quarry bank, 
GU18 5PE, 
United Kingdom

We can be contacted via email:

Or by telephone: +44 (0)208 749 1267

You are: A user of our Website.

By placing an order with us, you agree to all of the terms and conditions listed below:

 1. Payment Terms & Terms of Sale

1.1.  All orders are subject to our express, written approval.

1.2.  To place an order, customers are to email or call our customers services team who will prepare a quotation or invoice as required and confirm delivery lead times. Once a quotation has been approved, we will provide an invoice and secure payment link for the order. Once the invoice has been approved by the customer, the terms of sale become binding.

1.3.  All credit card transactions are processed in United States or Canadian dollars.

1.4.  We accept Visa, Mastercard, Discover, and American Express credit cards, and wire transfers. If paying by wire transfer, the order will not be processed until the wire transfer clears.

1.5.  We will process payment for approved orders received on weekends or holidays on the next business day. Business days are Monday through Friday, excluding Bank Holidays in United Kingdom.

1.6.  Payment for all products is due in full at the time of purchase and/or within seven (7) business days of the date of invoice. Orders will not be processed, and products will not be shipped unless and until payment in full is received. The customer agrees that all products shall remain the property of London Basin Company until payment in full is received and products are shipped.

1.7.  For the first three customer orders, payment will be required upfront before the order can be processed and dispatched. Thereafter the customer may move on to a credit account, subject to London Basin Company’s approval and terms and conditions.

1.8.  Prices listed online are subject to change without notice. The price for goods shall be the price set out in the order invoice.

1.9.  We reserve the right to increase the price of the goods, by giving notice to the customer at any time before delivery, to reflect any increase in the cost of the goods to the supplier that is due to:

1.9.1.  any factor beyond the control of London Basin Company (including foreign exchange fluctuations, increases in taxes and duties, and increases in labour, materials and other manufacturing costs);

1.9.2.  any request by the customer to change the delivery date(s), quantities or types of goods ordered, or the goods specification; or

1.9.3.  any delay caused by any instructions of the customer in respect of the goods or failure of the customer to give us adequate or accurate information or instructions in respect of the goods.

1.10.  The re-sale of any products sold by us without our express, written consent is strictly prohibited.

1.11.  Many of our products are subject to state and federal copyright and trademark laws. the customer shall not take any actions that would violate any of our copyrights, trademarks, artisan liens, or other applicable common law or statutory rights.

1.12.  The customer shall pay all amounts due under the contract in full without any set-off, counterclaim, deduction or withholding except as required by law. London Basin Company may, without limiting its other rights or remedies, set off any amount owing to it by the customer against any amount payable by us to the customer.

2. Errors & Omissions

2.1.  While we do our best to ensure that the pricing and product information on our website is accurate, occasionally typographical and informational errors occur. We apologize for any inconsistency but reserve the right not to fulfil orders based on incorrect pricing or other information on all print or electronic media.

3.  Sales and Tax Policy

3.1.  All amounts payable by the customer under the contract are inclusive of amounts in respect of local, state or federal taxes chargeable from time to time.

4.  Shipping

4.1.  Items normally are shipped via DHL Express courier. We deliver all items on a DDP (delivered duty paid basis) so there are no additional taxes or duties due to the client when the items arrive in the USA or Canada. We cover all taxes and duties.

4.2.  Lead times on our website are indicative, please contact a member of the customer services team to confirmed specific dates.

4.3.  Delivery lead times can change day to day. We will state estimated timings based on availability when we provide a quotation or invoice. When the order is confirmed via email, we will reconfirm delivery timings. No refunds are made for late deliveries.

4.4.  London Basin Company may deliver the goods by instalments. Any delay in delivery or defect in an instalment shall not entitle the customer to cancel any other instalment.

4.5.  DHL Express usually provides for between 5 and 10 working days delivery. We are not responsible for any time guarantees in shipping and will not be responsible for any inconvenience or any monetary loss, penalty, or extra charge of any kind incurred by our customers should any delivery take longer than anticipated.

4.6.  Once your order has been prepared for shipment or has shipped, we normally are unable to change the shipping address. In the event the shipper agrees to change the shipping address after your order has shipped, you agree to pay prior to delivery any additional costs which are incurred to change the shipping address.

4.7.  All deliveries will be on a “signed for” basis.

4.8.  Failed delivery attempts – most carriers make three attempts to deliver a package. After three delivery attempts, the carrier may return the package to the main terminal or to London Basin Company. The customer will be billed for any additional charges incurred, including the cost to re-send the product(s).

4.9. For residential deliveries, DHL will normally contact you with notifications and tracking after the product is dispatched to notify you of a projected delivery window of time and will typically require you to be present at the time of delivery. We are not responsible for setting up this appointment. Missing a delivery may result in an extra delivery charge that must be paid by the customer.

4.10. Please be aware that the driver is only required to deliver the packages to the curb side. The definition of curb side will vary depending on the location and set up of your home or business. This may mean that the package will be left in the street at the curb, at the end of your driveway or in the parking lot or be brought to your door where possible. Where the package is left is at the discretion of the driver. It is your responsibility to move the package from that drop off location to its final location. For larger items, you will want to have additional helpers available to assist the driver in unloading the package off of the truck. The driver will not bring the package into your garage, home or business, and will not assist you in opening the package.

4.11. We will not be liable for any damage done to the product(s) once it is received and signed for by the customer.

5.  Damaged or Missing Merchandise

5.1.  As with all deliveries, please thoroughly inspect the package/crate for damage before signing for the delivery. Please be aware that once you sign for receipt of a delivery, ownership is transferred to you; your signature confirms that you have inspected the shipment and that it is in good condition. Damage to the package/crate must be immediately reported to the carrier before you sign. Please open your package/crate to ensure that there was no damage to the product within 24 hours after delivery. Please notify us immediately of any damage so that we can start the claims process. Claims made after this 24-hour window may be denied. Save all packaging and products for the carrier to inspect (potentially at a later date) until you are given further instructions. You may be required to send photos of the damaged product or return the damaged product to us. If upon delivery you can tell that there is damage to the product from the outside of the package/crate, please reject the shipment and contact us within 24 hours to notify us of the situation.

5.2.  Incomplete orders must be notified to us as soon as possible following delivery and within 24 hours of delivery. We will either arrange for the missing items to be delivered to you at no extra cost or refund you the original cost of the missing items.

5.3.  If we fail to deliver the goods, our liability shall be limited to the costs and expenses incurred by the customer in obtaining replacement goods of similar description and quality in the cheapest market available, less the price of the goods. London Basin Company shall have no liability for any failure to deliver the goods to the extent that such failure is caused by a force majeure event the customer’s failure to provide us with adequate delivery instructions for the goods or any relevant instruction related to the supply of the goods.

6.  Cancellation and Returns

6.1   Cancellation Rights

6.1.1.  you have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you, acquires physical possession of the goods (or, in the case where you have ordered multiple goods as part of one order, 14 days from the day on which you acquire, or a third party other than the carrier, acquires physical possession of the last item of the order). exercise your right to cancel you must notify us immediately preferably by email to You must provide us with a clear statement of your decision to cancel this contract.

6.1.3. to meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

6.1.4.  we cannot guarantee that we will be able to stop your order once we receive notice of cancellation as the goods may already have been despatched. In these cases the goods will need to be returned to us.

6.1.5.  all items must be securely packaged in their original packaging.

6.2. Effects of Cancellation

6.2.1.  if you cancel this contract, we will reimburse to you all payments received from you, excluding the costs of delivery or any supplementary costs arising if paid for by us.

6.2.2.  we may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

6.2.3.  we will make the reimbursement without delay and not later than –  14 days after the day we receive back from you any goods supplied, or  (if earlier) 14 days after the day you provide evidence that you have returned the goods, or

6.2.4. if there are no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

6.2.5.  we will make this reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event you will not incur any fees as a result of the reimbursement. we will withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

6.2.6. for international returns / exchanges the client is responsible for returning the items to our warehouse. The items must be returned in their original packing using a tracked and insured courier service, and pay for any taxes and duties, as we cannot be held responsible for any damage which occurs during transit. Alternatively, we can also make collection arrangements, please email us for more info. when the item has been received and checked at our warehouse, we can process the refund or exchange as required.

6.2.7.  you will have to bear the costs of returning the goods.

6.2.8.  you are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

6.3.  Returns where goods are faulty:

6.3.1.  please email to inform us of your wish to return goods quoting your order number which are faulty within 24 hours of receipt the goods.

6.3.2.  the cost of collecting or returning the goods to us must be paid by you unless we agree that the goods are faulty or damaged upon receipt by you.

6.3.3.  we try to select and package the goods as well as possible to ensure they arrive in good condition. however, if the goods arrive damaged or not what you ordered, we will replace it free of charge or provide a full refund as appropriate, if you return the goods to us within 14 days of receipt.

7. Quality of Goods

7.1.  All our products are handcrafted so there will be slight unique differences in each piece. This is the nature of the hand-made process. Dimensions, shape and colour may vary slightly from piece to piece and as such we feel this enhances the character of each product and is not considered a defect.

7.2.  We take great care with our product photography to make sure that we are providing you with pictures that accurately and fairly represent the products we sell. While every effort has been made to portray items accurately, slight variations may occur. All measurements quoted are approximate and the reproduction of colours is accurate as photographic and publishing process will allow. Please note there may be variations in colour dependent on the calibration and settings of individual computer screens.

7.3.  London Basin Company warrants that on delivery and for a period of 12 months after deliver (warranty period), the warranty covers any defects in material or workmanship under normal use during the warranty period.

7.4.  In the unlikely event the goods fail within the guarantee period, we offer a free replacement or replacement part (or nearest equivalent).

7.5.  Liability is limited to individual goods and does not cover consequential loss or damage on installation.

7.6.  The guarantee does not cover damage during fitting, accidental or malicious damage, improper use, general wear and tear, damage due to poor installation or consequential loss.

7.7.  We require original proof of purchase to be provided for us to be able to consider any claim, so please keep your invoice and/or receipt.

7.8.  We will replace at our discretion, in part or whole, goods which are defective. If the goods are no longer available, we will endeavour to provide suitable alternative goods.

7.9.  All goods must be installed in accordance with the instructions provided by qualified professionals and in accordance with local water bylaws. Failure to follow correct fitting will void the guarantee.

7.10.  We must be given the opportunity to inspect the goods if we request to do so. The goods should not be removed or destroyed before inspection without our consent. If asked by London Basin Company, the customer must pay for the return of the item to us.

7.11.  If investigation reveals that the fault is not due to a manufacturing or materials defect a charge may be applied.

7.12.  Where we are satisfied that a defect has arisen because of faulty manufacturing or materials we will, at our discretion, repair or replace the goods free of charge to you. If we choose to replace goods that are no longer available, we will replace with a suitable alternative goods.

This guarantee does not cover damage and or malfunction caused by inappropriate cleaning and only cleaning products recommended should be used.

8. Warranties, Limitations of Liability & Exclusive Remedies

8.1.  London Basin Company warrants for a period of one (1) year from the date of delivery that its products shall perform in a good and workmanlike manner in accordance with applicable standards; comply with any applicable laws, rules or regulations; and not violate or infringe upon any presently issued patent or copyright of any third party. This warranty does not include or cover 1) hairline cracks in the concrete, 2) damage caused during installation or due to incorrect installation, 3) damage caused by incorrect cleaning or care, 4) damage caused by incorrect use, 5) damage caused by acts of abuse to the products such as scratches, chips, stains, or other markings/damage, or 6) damage caused by drilling into or attempting to alter the product from the way in which it was received.

8.2.  London Basin Company’s sole responsibility under this agreement shall be limited to the repair or replacement, at its own expense, of any non-conforming products provided hereunder. In the event the order is incomplete, the customer must notify us within 24 hours of receipt. In the event wrong product was delivered, the customer must notify us within 7 days from the date of delivery.

8.3.  We shall have no liability or other responsibility to the customer or any third party with respect to any liability, loss or damage allegedly caused directly or indirectly by the products or services provided hereunder, including, but not limited to, any interruption of service, loss of business, anticipatory profits, or indirect, special or consequential damages.

8.4.  Nothing in these conditions shall limit or exclude our liability for:

8.4.1.  death or personal injury caused by its negligence, or the negligence of its employees, agents or subcontractors;

8.4.2.  fraud or fraudulent misrepresentation;

8.4.3.  defective products under the terms of the relevant local, state or federal laws.

8.5.  Subject to clause 10.5:

8.5.1.  We shall under no circumstances whatever be liable to the customer, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any indirect or consequential loss arising under or in connection with the contract including loss of profits and revenue; loss of goodwill; or loss of business opportunity; and

8.5.2.  Our total liability to the customer in respect of all other losses arising under or in connection with the contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the greater of: i) the total sums paid by the customer to us in respect of the goods and/or services that are subject of the order to which the liability relates; or ii) the actual proceeds received by the us under its relevant insurance policy or policies in respect of the liability in question.

9. Additional Terms

9.1.  Customer agrees that the price of the products purchased from London Basin Company does not include any installation services. Customer shall have sole responsibility to comply with all laws, codes, and regulations applicable to the installation of the product; to obtain any governmental permits, inspections, and approvals for any and all plumbing, electrical and/or carpentry services that may be required in connection with the installation and/or operation of the products; and to retain the services of a licensed plumber, electrician, or carpenter, respectively, to obtain any required permits, inspections and approvals, and to perform at customer’s sole cost and expense all work required to effect such connections, installations or alterations, including, without limitation, plumbing hookups (water supply and drainage connections), electrical connections, appliance installations (e.g. ovens, cook-tops, dishwashers, etc.), and/or cabinetry/woodworking repair or alterations, that may be required in connection with the products. We shall have no responsibility for any of the foregoing absent an express written agreement that sets forth such additional terms and conditions.

9.2.  If any of the provisions of this agreement are invalid under any applicable statute or rule of law, such provisions shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, they are, to that extent, deemed omitted, but this agreement and the remainder of its provisions shall otherwise remain in effect. no provisions of this agreement shall be deemed waived, amended or modified by either party, unless such waiver, amendment or modification is in writing and signed by the parties.

9.3.  The waiver of one default under this agreement shall not be deemed a waiver of subsequent or similar defaults. No failure or delay by a party in exercising any right or remedy under the contract or by law shall constitute a waiver of that or any other right or remedy, nor prevent or restrict its further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy shall prevent or restrict the further exercise of that or any other right or remedy.

9.4.  Force majeure – London Basin Company reserves the right to terminate any individual orders in the event it is unable to provide the products applicable to such orders due to matters beyond its control, including, without limitation, force majeure, strikes, civil unrest, war, natural disasters, regional or national health emergencies or determines in its sole and absolute discretion that the customer has engaged in actions or omissions which interfere with our ability to perform its obligations as set forth herein. In the event of such termination, we shall refund any portion of the contract price paid and shall have no further liability to the customer.

9.5. Notices:

9.5.1.  any notice or other communication given to a party under or in connection with this contract shall be in writing, addressed to that party at its registered office (if it is a company) or its principal place of business (in any other case) or such other address as that party may have specified to the other party in writing in accordance with this clause, and shall be delivered personally or sent by prepaid first-class post or other next working day delivery service, or by commercial courier, or e-mail.

9.5.2.  a notice or other communication shall be deemed to have been received: if delivered personally, when left at the address referred to in clause 12.2(a); if sent by pre-paid first class post or other next working day delivery service, at 9.00 am on the second business day after posting; if delivered by commercial courier, on the date and at the time that the courier’s delivery receipt is signed; or, if sent by e-mail, one business day after transmission.

9.5.3.  the provisions of this clause shall not apply to the service of any proceedings or other documents in any legal action.

9.6.  Nothing in the contract is intended to, or shall be deemed to, establish any partnership or joint venture between any of the parties, nor constitute either party the agent of another party for any purpose. Neither party shall have authority to act as agent for, or to bind, the other party in any way.

9.7.  A person who is not a party to the contract shall not have any rights to enforce its terms.

9.8.  Confidentiality: a party (receiving party) shall keep in strict confidence all technical or commercial know-how, specifications, inventions, processes or initiatives which are of a confidential nature and have been disclosed to the receiving party by the other party (disclosing party), its employees, agents or subcontractors, and any other confidential information concerning the disclosing party’s business, its products and services which the receiving party may obtain. the receiving party shall only disclose such confidential information to those of its employees, agents and subcontractors who need to know it for the purpose of discharging the receiving party’s obligations under the contract, and shall ensure that such employees, agents and subcontractors comply with the obligations set out in this clause as though they were a party to the contract. The receiving party may also disclose such of the disclosing party’s confidential information as is required to be disclosed by law, any governmental or regulatory authority or by a court of competent jurisdiction. This clause shall survive termination of the contract.

9.9.  London Basin Company and the customer agree that this contract shall be governed by the substantive laws of the jurisdiction in which this contract is completed without reference to conflicts of laws principles. customer agrees that any disputes that may arise between customer and London Basin Company shall be resolved exclusively in the state and federal courts located within said jurisdiction, and the customer irrevocably consents to the personal jurisdiction of such courts for such purposes.

9.10.  Customer expressly waives the right to a trial by jury in the event either party brings a legal action to enforce rights under this agreement or to resolve any other mattes in dispute that may arise between customer and London Basin Company.

9.11.  These terms and conditions shall supersede and take priority over all proposals, customer purchase orders or any other written or oral communications between the parties. receipt by the customer of products hereunder shall be deemed conclusive of customer’s agreement that the purchase, use and possession of our products is subject to these terms and conditions.

10. Disclaimer

10.1.  By purchasing and installing our products, you agree that London Basin Company, its members, employees, and affiliates, cannot be held responsible for any accidents, liabilities, misuse of any of London Basin Company’s products, or any damages that may be caused thereby.


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