Terms of service
Last updated: 30 August 2026
These Terms of Service explain the terms on which you may use fixingsmith.com and purchase products from us. Please read them before placing an order.
1. About us
This website is operated by Fixing Smith Ltd ("Fixing Smith", "we", "us" or "our").
Fixing Smith Ltd is a private limited company registered in England and Wales under company number 14243929.
Our full company details, including our registered office address, VAT number and contact details, are set out on our Contact information page.
Email: fs@fixingsmith.com
Our website is hosted on Shopify. Shopify provides the e-commerce platform and may provide or facilitate payment services, but your contract for products purchased from this website is with Fixing Smith Ltd, not Shopify.
Please do not send returns to our registered office unless we specifically ask you to do so. Return instructions and the correct return address are provided in our Refund Policy.
2. These Terms and our other policies
These Terms apply to your use of our website and to any order you place with us, whether through our website or otherwise, including orders we prepare and invoice for you directly.
Our Refund Policy, Shipping Policy and Privacy Policy should also be read alongside these Terms.
Our Refund Policy contains our voluntary 30-day returns policy and explains the additional statutory cancellation rights available to consumers.
Our Shipping Policy explains our current delivery areas, estimated processing and delivery times, shipping charges and delivery arrangements.
If any provision of these Terms or another policy conflicts with a right that cannot legally be excluded or restricted, that statutory right will take priority.
3. Consumers and business customers
Some of these Terms apply differently depending on whether you are a consumer or a business customer.
A Consumer is an individual acting wholly or mainly for purposes outside their trade, business, craft or profession.
A Business Customer is anyone purchasing wholly or mainly for purposes relating to a trade, business, craft or profession.
If you place an order on behalf of a company, partnership or other organisation, you confirm that you have authority to bind that organisation.
4. Using our website
You may use our website only for lawful purposes.
You must not:
- use the website in breach of applicable law;
- attempt to gain unauthorised access to the website, servers or systems connected to it;
- introduce viruses, malicious code or other harmful material;
- interfere with the security or proper operation of the website;
- use automated systems to scrape or extract substantial amounts of website content without our permission; or
- use our website or content in a way that infringes the rights of another person.
You must have legal capacity to enter into a contract in order to place an order with us.
5. Products and product information
We aim to ensure that product descriptions, specifications, photographs, prices and other information displayed on our website are accurate.
Product images are for illustration. Colours, finishes, packaging and appearance may vary slightly from images shown, provided that any difference does not materially alter the product you ordered.
Manufacturers may occasionally make minor changes to specifications or packaging which do not materially affect the product's function or performance.
Where dimensions, capacities, ratings, tolerances, compatibility or other technical characteristics are important to your application, please check the relevant specification before ordering.
Nothing in this section permits us to supply a Consumer with goods that do not conform to the contract or that fail to meet applicable statutory requirements.
6. Technical products and product selection
Many products sold by Fixing Smith are technical or professional products, including vibration isolation products, suspension components, fixings, tools and installation hardware.
Information provided on product pages, technical documents or elsewhere on our website is intended to assist with product selection, but it does not amount to structural, mechanical, electrical or other professional engineering design unless we expressly agree otherwise.
Technical data such as load ratings, deflection figures, dimensions and tolerances is reproduced in good faith from the manufacturer's own published information and stated test conditions, which may differ from the conditions of your application.
Where appropriate, products should be selected and installed by a suitably competent person.
Any product-selection assistance we provide is based on the information you give us and is intended as general guidance only. Unless we expressly agree otherwise in writing, it does not constitute engineering design, system specification, installation approval or confirmation that a product is suitable for every aspect of a particular application.
You remain responsible for checking relevant dimensions, ratings, compatibility, installation requirements and manufacturer instructions before use. Nothing in this section affects any statutory rights which cannot lawfully be excluded or restricted.
7. How orders are accepted
When you place an order with us, whether through our website or otherwise, you are making an offer to purchase the products in your order.
For website orders, an automated order acknowledgement confirms that we have received your order but does not, by itself, mean that we have accepted it.
For orders arranged directly with us, a quotation, draft order, pro-forma invoice or payment request does not by itself constitute acceptance unless we expressly state otherwise.
Unless we expressly confirm acceptance earlier in writing, your order is accepted when we confirm that the products have been dispatched. A contract between you and us is formed at that point.
If an order contains several products and we dispatch them separately, acceptance may take place separately for each product when its dispatch is confirmed.
We may decline an order before acceptance where reasonably necessary, including where:
- a product is unavailable;
- payment cannot be authorised;
- we reasonably suspect fraud or unlawful activity;
- we cannot deliver to the address provided;
- an obvious pricing or product-information error has occurred;
- legal or regulatory restrictions prevent us supplying the product; or
- the quantity ordered is not reasonably available.
If we cannot accept an order for which payment has already been taken, we will refund the relevant amount.
Once an order has been accepted, we will not change or cancel it simply because we later change a price, discontinue a product or change these Terms.
8. Prices and payment
Prices displayed on our website include VAT where applicable unless we clearly state otherwise.
Delivery charges, where applicable, are shown separately and will be disclosed before you submit your order.
The price payable is the price shown at checkout when you place your order, subject to the correction of an obvious error before we accept the order.
We may change our prices at any time, but a price change will not affect an order that we have already accepted.
If we discover an obvious pricing error before accepting your order, we may contact you and offer you the opportunity to purchase at the correct price or cancel the order.
For orders arranged directly with us, the applicable price, delivery charges and payment terms will be those stated in the quotation, order confirmation, invoice or other written terms agreed with you.
Payment must be made using a payment method offered at checkout or otherwise agreed with us for a direct order.
Payments may be processed by Shopify Payments or another payment provider. Use of a payment platform does not make that platform the seller of the products and does not transfer our obligations to that platform.
9. Availability
All products are subject to availability.
Stock information is updated regularly, but occasionally a product may become unavailable after an order is placed.
If this occurs before we accept the order, we may decline the affected item and refund any amount already paid for it.
We may discontinue products or change the products we offer at any time. This does not affect orders already accepted.
10. Delivery
Our current delivery areas, shipping charges, processing times and estimated delivery times are set out in our Shipping Policy.
Delivery estimates are estimates unless we expressly agree a fixed delivery date.
If you are a Consumer and no specific delivery period has been agreed, we will deliver without undue delay and within the period required by applicable consumer law.
We are not responsible for delays caused by circumstances outside our reasonable control, but we will take reasonable steps to minimise their effect and your statutory rights remain unaffected.
You are responsible for providing a complete and accurate delivery address. If delivery is unsuccessful and your parcel is returned to us, we will contact you to arrange redelivery.
Where delivery failed because an incorrect or incomplete address was provided, or because delivery could not reasonably be completed due to circumstances within your control, we may charge the reasonable cost of redelivery.
Consumers
If you are a Consumer, the products remain at our risk until they come into the physical possession of you or a person you have nominated to receive them, except where applicable law provides otherwise because you independently appointed a carrier that we did not offer.
Business Customers
If you are a Business Customer, risk in the products passes to you when delivery is completed.
Ownership of products will not pass until we have received payment in full for them.
11. Returns and cancellation
Our Refund Policy forms part of these Terms.
We offer a voluntary 30-day returns policy on most stocked items to both Consumers and Business Customers, subject to the conditions and exclusions explained in the Refund Policy.
Consumers entering into a qualifying distance contract, including orders placed through our website or arranged remotely by email or telephone, also normally have a statutory right to cancel qualifying purchases within 14 days after receiving the goods.
Our Refund Policy explains:
- how our 30-day returns policy works;
- the additional statutory rights available to Consumers;
- the time allowed to notify us and return products;
- responsibility for return carriage;
- treatment of personalised, modified, special-order and non-stocked products;
- deductions for reduction in value where permitted by law;
- refunds of standard outbound delivery charges where required;
- faulty, damaged and incorrectly supplied products; and
- how to exercise the statutory right to cancel, including a Model Cancellation Form.
Nothing in these Terms or our Refund Policy restricts any statutory right that cannot lawfully be restricted.
12. Faulty, damaged or incorrectly supplied products
If a product arrives damaged, is faulty or is not what you ordered, please contact us at fs@fixingsmith.com as soon as reasonably possible.
Where the problem is our responsibility, we will deal with the return in accordance with our Refund Policy and applicable law.
Consumers
If you are a Consumer, products supplied by us must comply with the Consumer Rights Act 2015. This includes applicable requirements that goods are:
- of satisfactory quality;
- fit for purpose;
- as described; and
- otherwise in conformity with the contract.
Depending on the circumstances, your legal remedies may include rejection, repair or replacement, a price reduction or a refund. These rights are separate from your right to change your mind.
Business Customers
Business Customers must inspect products promptly after delivery and notify us promptly of any apparent shortage, damage or defect.
Any defect which could not reasonably have been identified on inspection must be notified to us promptly after it is discovered.
To the fullest extent permitted by law, any terms implied by sections 13 to 15 of the Sale of Goods Act 1979 are excluded in relation to Business Customers.
Nothing in this section excludes any right or remedy which cannot lawfully be excluded.
13. Manufacturer warranties and guarantees
Some products may benefit from a manufacturer's warranty or commercial guarantee.
Where applicable, details may be provided with the product or in the relevant product information.
A manufacturer's warranty or any commercial guarantee is additional to, and does not replace, statutory rights that apply to the purchase.
Unless expressly stated, Fixing Smith does not provide a separate product warranty beyond the contractual and statutory obligations that apply to us as seller.
14. Installation, use and safety
You must use products in accordance with their intended purpose, stated ratings, technical specifications, manufacturer instructions and applicable safety requirements.
Where appropriate, installation, commissioning, inspection, testing or maintenance should be carried out by a suitably qualified or competent person.
Products must not be used beyond their stated load capacity, operating limits or intended application.
Subject always to the liability provisions below, we are not responsible for loss caused by:
- incorrect installation;
- use outside published specifications or ratings;
- inappropriate product selection where we were not responsible for the specification;
- unauthorised modification;
- misuse or abnormal use;
- failure to follow manufacturer instructions; or
- failure to carry out appropriate maintenance or inspection.
Nothing in this section limits a Consumer's statutory rights or excludes liability that cannot lawfully be excluded.
15. Accounts and information you provide
If you create an account or provide information when placing an order, you must ensure that the information you provide is accurate and reasonably up to date.
You are responsible for keeping account credentials confidential.
Please contact us if you believe that an account has been accessed without authorisation.
We may suspend an account where reasonably necessary to protect the customer, our systems or other users from fraud, misuse or security risks.
Suspension of an online account does not cancel or remove rights arising from an order that we have already accepted.
16. Intellectual property
Unless otherwise stated, intellectual property rights in our website, branding, original text, graphics, design and other original content belong to Fixing Smith Ltd or are licensed to us.
Manufacturer names, product names, trade marks, photographs, drawings and technical materials may belong to their respective owners.
You may view and use the website for lawful personal or business purchasing purposes.
You must not reproduce, republish, commercially exploit or systematically extract a substantial part of our website or original content without our prior written permission, except where the law permits you to do so.
17. Reviews, feedback and content you submit
If you submit a review, photograph, comment or other content to us, you must ensure that it is lawful and does not infringe another person's rights.
You remain responsible for content you submit.
By submitting content for publication, you grant us a non-exclusive, worldwide, royalty-free licence to store, reproduce and display that content for the operation and promotion of our business.
We may remove or decline to publish content where we reasonably believe it is unlawful, fraudulent, misleading, abusive, infringes another person's rights or is otherwise inappropriate for the relevant service.
Where we publish consumer reviews or consumer review information, we take reasonable and proportionate steps to prevent and remove fake or misleading reviews and reviews that improperly conceal an incentive, as required by law.
18. Third-party websites and services
Our website may contain links to websites or services operated by third parties.
Those websites are outside our control and may have their own terms and privacy policies.
A link does not necessarily mean that we endorse the third party or everything appearing on its website.
We are not responsible for the operation or content of a third-party website except to the extent that the law makes us responsible.
Where you separately purchase a product or service directly from a third party, that transaction is between you and the relevant third party.
19. Website availability
We aim to keep the website available and functioning correctly, but we do not guarantee uninterrupted or error-free access.
We may temporarily suspend, restrict or withdraw parts of the website for maintenance, security, technical or legitimate operational reasons.
Where reasonably possible, we will try to minimise disruption.
Suspension or withdrawal of the website does not affect rights or obligations arising from orders already accepted.
20. Privacy
We process personal information in accordance with our Privacy Policy.
Payment information may also be processed by Shopify and other payment providers in accordance with their own privacy terms.
21. Our liability to Consumers
Nothing in these Terms excludes or limits liability where it would be unlawful to do so. In particular, we do not exclude or limit liability for:
- death or personal injury caused by our negligence;
- fraud or fraudulent misrepresentation; or
- any other liability which the law does not allow us to exclude or restrict.
If you are a Consumer, we are responsible for loss or damage that is a foreseeable result of our breach of these Terms or our negligence. Loss or damage is foreseeable if it is an obvious consequence of the breach or if, when the contract was made, both you and we knew that it might occur.
We do not exclude or restrict your rights or remedies under the Consumer Rights Act 2015 or other applicable consumer protection legislation.
If you are a Consumer, we supply products to you for domestic and private purposes. We are not responsible under a Consumer contract for losses arising solely from a business activity, including loss of business, loss of business opportunity, business interruption or loss of business profits.
22. Our liability to Business Customers
This section applies only to Business Customers.
Nothing in these Terms excludes or limits liability for:
- death or personal injury caused by negligence;
- fraud or fraudulent misrepresentation;
- breach of obligations relating to title where liability cannot lawfully be excluded; or
- any other liability which cannot lawfully be excluded or restricted.
Subject to the paragraph above, we will not be liable to a Business Customer, whether in contract, tort including negligence, breach of statutory duty, misrepresentation or otherwise, for:
- loss of profit;
- loss of revenue or sales;
- loss of business;
- loss of anticipated savings;
- loss of business opportunity;
- loss of goodwill; or
- indirect or consequential loss.
Subject to the exclusions above, our total aggregate liability to a Business Customer arising out of or in connection with an Order shall not exceed the total price paid or payable for the products under the Order giving rise to the claim.
Each exclusion in this section applies separately and only to the fullest extent permitted by law.
Nothing in this section limits your obligation to pay sums properly due to us.
23. Events outside our reasonable control
We are not responsible for delay or failure to perform an obligation where this is caused by circumstances outside our reasonable control.
Examples may include severe weather, natural disasters, fire, flooding, industrial disputes, interruption of transport networks, failures of utilities or telecommunications, government restrictions, war, civil disturbance or serious disruption affecting suppliers or carriers.
If such an event materially affects an accepted order, we will take reasonable steps to minimise the impact and will contact you where reasonably possible.
Any rights a Consumer has to cancel or obtain a refund under applicable law remain unaffected.
24. Changes to these Terms
We may update these Terms from time to time to reflect changes in law, regulation, our website or our business.
The Terms applicable to an order are normally the version in force when that order is accepted.
We will not retrospectively impose a material change on an existing accepted order unless you expressly agree or the law permits the change.
The date on which these Terms were last updated appears at the top of this page.
25. Business Customers — entire agreement
If you are a Business Customer, these Terms, the accepted Order and any document expressly incorporated into them constitute the agreement between us in relation to that Order.
You acknowledge that you have not relied on any statement or representation which is not contained in the contract, except where the law does not permit reliance to be excluded.
Nothing in this section excludes liability for fraud or fraudulent misrepresentation.
This section does not apply to Consumers.
26. Severability
If any provision of these Terms is found by a court or competent authority to be unlawful or unenforceable, the remaining provisions will continue to apply.
Where possible, the affected provision will apply with the minimum modification necessary to make it lawful and enforceable.
27. Waiver
If we do not immediately enforce a right under these Terms, this does not mean that we have waived that right.
A waiver on one occasion does not amount to a waiver on another occasion.
28. Third-party rights
Unless expressly stated otherwise, a person who is not a party to the contract between you and us has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce these Terms.
29. Governing law and jurisdiction
Consumers
If you are a Consumer, these Terms and our contract with you are governed by English law.
Nothing in these Terms deprives you of mandatory consumer protections that apply to you.
If you live in England or Wales, proceedings may be brought in the courts of England and Wales.
If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the part of the United Kingdom in which you live.
Business Customers
If you are a Business Customer, these Terms and every contract between you and us are governed by the laws of England and Wales.
The courts of England and Wales have exclusive jurisdiction over disputes between us and a Business Customer.
30. Complaints and contact
If you have a question or complaint about an order, product or our service, please contact us at fs@fixingsmith.com.
Our full company details, including our registered office address, company number and VAT number, are set out on our Contact information page.
We will make reasonable efforts to investigate and resolve complaints promptly.
If a Consumer complaint cannot be resolved directly, we will provide information about any alternative dispute resolution arrangement where we are legally required, or have agreed, to participate in one.
For returns, please follow the instructions in our Refund Policy and use the return address we provide. Do not send returns to the registered office unless we specifically instruct you to do so.