In these terms and conditions, we, us and our refers to British Telecommunications plc. Registered office: 1 Braham Street, London E1 8EE. Registered in England No. 1800000. You may see both EE and BT branding on the website where you purchase your goods, both companies are part of BT Group. You are still contracting with British Telecommunications despite seeing EE branding.
If you place an order for goods on shop.bt.com or store.ee.co.uk your contracting as a consumer, these terms and conditions apply to your order and to the contract between you and us. The goods provided to you under this contract must be mainly used for personal non-business purposes.
Price Changes
We may change the price, or other charges (including introducing a new charge or price) or the terms and conditions for any of the following reasons:
- We introduce new products, or services which we wish to make a charge for;
- We wish to change the way we structure our goods and the price we charge for those;
- The cost to us of providing your goods increases (for example, the businesses we buy services or products from increase their prices so that it costs us more to buy them);
- We add to, or change the way we provide goods to you;
- The cost to us of running our business increases;
- We reorganise the way in which we structure, or run our business which results in additional costs to us;
- To reflect changes or developments in technology (for example new ways to pay for goods may be introduced);
- As a consequence of any change in the law, regulation or regulatory guidance applicable to us (for example, if there is a VAT increase);
- To make the terms and conditions clearer or easier to understand;
- To change the terms and conditions in a way that does not cause you any material disadvantage.
- To make modifications to any digital content, which, after modification, shall continue to be fit for purpose, of satisfactory quality and as described.
The changes will not apply to any order that you place before we make the changes on our website (in some circumstances changes may occur after you have placed your order, please see below Description and Price of the Goods section).
We have taken care to ensure that our website (including the help pages) and these terms and conditions do not contradict each other. However, if there are any inconsistencies or contradictions then these terms and conditions shall apply instead of any contradictory or inconsistent part of our website.
When the contract is created
After submitting an order to us we will give you a Sales Order Number and details of the products you have ordered. We will send the same details to you in an e-mail (our first e mail). Please note that this e-mail is an acknowledgement, not acceptance of your order. No contract exists between you and us until we notify you that we have accepted your order and dispatched the goods. We are not obliged to accept your order. We may cancel your order if we cannot supply the goods for any reason.
Description and price of the goods
We make every effort to ensure that prices and descriptions of goods shown on our website are accurate at the time you place your order. The price of the goods will be as shown on the checkout page of our website when you placed your order. We will charge you this amount. You must also pay a delivery charge for the goods as indicated on our website at the checkout page. In the unlikely event that the price shown on the checkout and in your order confirmation email is wrong, we are not required to sell the goods to you at the price shown. We always try and ensure that the prices of goods shown on our website are accurate, but occasionally genuine errors may occur. If we discover an error in the price of the goods that you have ordered, we will let you know as soon as possible and cancel the order. You may then re-order the goods at the correct price if you would like to. If you cancel your order and you have already paid for the goods, then you will receive a full refund. We may occasionally have to increase the price of goods, even after you have received your order confirmation.
Delivery
We will deliver the goods that you order to the delivery address you give when you place your order. Once we accept your order, we will endeavour to deliver the goods within the delivery period that applies to the option you have chosen. If there is no one available to accept the delivery when our courier arrives, they will either attempt the delivery to a neighbour or the courier will keep the goods for up to 19 days and a calling card will be left. Once shipped an order can’t be cancelled but it can be returned under Your Rights of Cancellation. Delivery costs will be deducted from the refund you receive. If you give us an incorrect or incomplete delivery address and we are unable to deliver the goods, they will be returned to our warehouse. Once the goods arrive back, they will be booked in for a refund and you can make a new order online with the correct delivery information. The delivery costs will be deducted from the refund you receive.
Your rights of cancellation
If you change your mind and no longer require the goods you can return the goods for a full refund up to 14 days after the day you receive the goods. The return costs will be down to you as a consumer, please ensure the return policy is adhered to and a returns number is provided before returning the goods. See our full returns policy here: https://store.ee.co.uk/help/returns-and-refunds/returning-goods-our-returns-policy
Some items are excluded from our returns policy if they have been opened such as software, digital software, licensing, Discs, audio/video recording devices, ink cartridges, camera film, paper.
Our online returns tool allows you to self-serve and arrange a return online working with our customer service team.
Returning faulty goods
In these terms and conditions, faulty goods mean any goods we supply to you that do not conform to the contract. Faulty goods does not include any goods that are faulty due to fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than in accordance with their intended use, failure to follow the manufacturer's or our instructions, or any alteration or repair carried out without the prior approval of us or the manufacturer. You should notify us as soon as possible if you discover that any goods are faulty goods. Our website gives details of how to notify us of any faulty goods and how to arrange for the problem to be resolved. We recommend that you use our on-line returns tool (https://store.ee.co.uk/account). We will supply equipment that is fit for purpose, of satisfactory quality and (where applicable) as described. If you reasonably consider that we have failed to do this, and you tell us you may be entitled to certain legal rights. During the expected life of the equipment these legal rights will include:
- The right to a refund if the equipment is faulty and you tell us within the first 30 days;
- The right to a repair or replacement (or full refund if a repair or replacement is not possible) if the equipment is faulty and you tell us within the first six months.
- After the first six months you may be entitled to a repair or replacement of faulty equipment or, if a repair or replacement is not possible or doesn't work, a partial refund, subject to the how long the goods are reasonably expected to last.
If you exercise these legal rights, you must return the faulty equipment to us. Where we agree to replace faulty equipment, the item must be returned in full, with all accessories and parts. We are unable to offer any form of partial return or advance replacement. All items are tested on return to ensure the fault is present, if the fault isn’t present we may choose to return the goods back to you. A refund/replacement will be issued within 30days. https://store.ee.co.uk/help/returns-and-refunds/returning-goods-our-returns-policy
Force majeure
We shall not be liable and do not accept responsibility for any failure to perform, or delay in performing, any of our obligations under the contract if and to the extent that the failure or delay is caused by circumstances beyond our reasonable control. Limitation of liability
We shall not be liable to you for any loss or damage:
- where there is no breach of a legal duty owed to you by us or by our employees or agents;
- where such loss or damage is not reasonably foreseeable to us when we accept your order; or
- to the extent that any increase in loss or damage results from breach by you of any term of the contract.
- to the extent that any increase in loss or damage results from breach by you of any term of the contract
- Our maximum liability to you under the contract shall be twice the value of the goods that you ordered.
- Nothing in these terms and conditions excludes or limits our liability for death or personal injury caused by our negligence or fraudulent misrepresentation or for any other liability that we are not permitted by law to exclude or (as the case may be) limit.
- Unfortunately, we cannot guarantee that the goods we provide will never be faulty.
These terms and conditions do not affect your statutory rights relating to goods which are faulty or incorrectly described.
Dispute Resolution
From time to time, you may need to contact us to sort out a problem that you're having with us. Our contact us page will provide the email address https://store.ee.co.uk/help/policies/customer-complaints. If we are unable to resolve the matter for you then you will be referred to the small claims court for an independent review.
Images
Images of goods on our website are for illustrative purposes only and may differ slightly from the actual goods.
Jurisdiction
These terms and conditions and the contract are subject to English law and have exclusive jurisdiction of the English and Welsh courts.