Terms & Conditions

Modified on Thu, 9 Feb, 2023 at 12:18 PM

Terms & Conditions


We may update these Terms and Conditions from time to time and any changes will be notified to you via the email address provided by you on registration or via a suitable announcement on our website and social media outlets. The changes will apply to the use of www.charlesbentley.com after we have given notice. If you do not wish to accept the new Terms and Conditions you should not continue to use our website. If you continue to use the website after the date on which the change comes into effect, your use of the website indicates your agreement to be bound by the new Terms and Conditions.


These Terms and Conditions shall be governed by and construed in accordance with the laws of England and any disputes will be decided only by the English courts.


We make every effort to ensure that the branding and logos shown on the pictures on our listings match the items that you receive as closely as possible. However, the logo position and style may vary from image to product.

Discounts are subject to product purchase, delivery costs do not contribute to qualifying for discounts or promotions. If products are returned and order falls under the discount threshold, the discount amount will be deducted from your final refund.


You are able to cancel your order anytime until the item has been dispatched. After this time, we will not be able to cancel the order that you have placed. If you do wish to cancel the order after this time, you will have to return the item to us for a refund.

To cancel your order, contact our Customer Service team at customerservices@charlesbentley.com


You are able to change the delivery address for your order within one hour of placing the order online. After this time, we can ask the courier if they are able to amend the delivery address in transit. There may be a fee involved for this service.

To change a delivery address, contact our Customer Service team at  customerservices@charlesbentley.com


It is possible to collect orders from our warehouse. Collection orders must be made on our website – www.charlesbentley.co.uk – and the option for ‘Free collection Loughborough’ must be selected before the order is confirmed. Please ensure that you contact the Customer Service team via email (customerservices@charlesbentley.com) to arrange a suitable date and time to collect the order. The order will be available for collection one working day after the order has been placed, you will require your order ID number, which will be emailed to you once you place the order.


Charles Bentley
Gate 4
North Road
LE11 1QJ


This website, www.charlesbentley.com, is owned and operated by Charles Bentley & Son Limited, Central House, Monarch Way, Loughborough, Leicestershire, LE11 5TP. Charles Bentley is a trading name within Charles Bentley & Son Limited with warehouse located at Charles Bentley, North Road, Loughborough, Leicestershire, LE11 1QJ.

If you need to contact us, please email us at customerservices@charlesbentley.com

Our company VAT number is 328065461 and our Company Registration number is 1409627.


In the unlikely event of your item being damaged in transit, we would firstly recommend that you email our Customer Services team (customerservices@charlesbentley.com) with a series of pictures of the damage to the item and the box/packaging that the item arrived in. This will enable the Customer Service team to assess the level of damage and offer a suitable solution to the situation. If pictures of the damage and of the packaging cannot be provided, it will delay the progress of the case.

All of our items go through a quality control check upon arrival into our warehouse but we cannot guarantee what happens to items during transit.

If an item is damaged in transit customers should not arrange to return the item to us themselves. Instead, they should contact us through the marketplace that they purchased the item or directly by emailing our Customer Service team (customerservices@charlesbentley.com). Customers should not return items without written authorisation from Charles Bentley. On the extremely rare occasion that this authority is given, Charles Bentley will not refund a customer an amount higher than £10.00 for the cost of returning the item. A receipt or picture of a receipt showing the return postage charge for the item must be provided and it must include the date the item was sent back and the return delivery address. It is advised that any item being returned to Charles Bentley is sent on a signed for delivery service. If an item is returning without prior written authorisation, Charles Bentley will not issue a refund to cover the return delivery charge.


In the unlikely event of something proving faulty after use, please advise our Customer Service team (customerservices@charlesbentley.com) immediately so that we can issue a refund or a replacement. When making contact regarding a faulty item, please ensure to include pictures of the fault with the item with your email. After the 30 day period following receipt of your goods, refunds will not be issued, but we will be happy to issue spares and replacements within the item’s warranty period.


Each product has its own specific description on this website. These set out product details and any product specific information relating to dimensions, orders and shipping. Although we continually endeavor to keep the information on this website up to date, there may be occasions where product information is slightly out of date at the time you place your order.


We make every effort to ensure that the colour(s) shown on the pictures on our listings match the items that you receive as closely as possible. However, as computer monitors vary, we cannot guarantee that your monitor’s display of any colour will be completely accurate with the item(s) that you receive.


If a product you’ve purchased from Charles Bentley turns out to be faulty after delivery or not as advertised (i.e. non-conformant), Charles Bentley has to give you a free of charge (including return costs) repair, replacement or refund for a ‘reasonable time’ following the sale. That time will vary depending on the product and its value. However, if you make such a claim more than six months from delivery, you will need to prove that the fault existed at the time of delivery of the product and was not caused by, for example, an accident or product misuse.

Please Note: A commercial guarantee may never replace the legal warranty described above, which you will always have from the Charles Bentley.


All mechanical and electronic items purchased from Charles Bentley come with a 12 month fixed warranty. This means that Charles Bentley will refund, repair or replace any faulty item within the period of 12 months following receipt of the item.

The warranty does not cover general wear and tear, accidental damage, or damage resulting from the misuse of the product. You should also note that any attempt by an unauthorised third party to repair or modify a product will void the warranty. We recommend reading your product instruction manual thoroughly to ensure your product is used and maintained correctly during its lifetime.

Please note, the 12 month warranty period is not renewed upon delivery of a replacement item; the warranty term will still be 12 months from the delivery of the original item.


At Charles Bentley we want you to be delighted every time you shop with us. Occasionally, though, we know you may want to return items and by law you have the right to cancel the purchase of most items within 14 days without giving any reason. You also have statutory rights where goods are not as described, not fit for purpose of not of satisfactory quality.

As well as your statutory cancellation rights described above, you can return most products purchased from Charles Bentley to us within 60 days of receipt of the products if the products are complete and are in an unused and undamaged condition.

You must arrange for the return of an unwanted product as soon as possible and in any event not later than 60 days of receipt of delivery, unless we agree that you may dispose of the product (in which case you must comply with any disposal instructions). Unless the product is damaged, faulty or not as described, you will be responsible for the cost of returning the product. For certain products we offer a collection service, please contact us for further details about that service. We may charge a fee for this service (the fee will depend on the product(s) returned, but will be stated at the time of the collection being arranged).

You must keep the product you wish to return in your possession and take reasonable care of the product at all times while they are in your possession. This means that you must not use the products (except to the extent reasonably necessary to inspect and examine them). Products must be returned in the same condition as they were received, where possible this includes the original packaging for the item. If the original product packaging is not available, the customer is responsible for sourcing and providing suitable return packaging (i.e. sturdy cardboard box and interior packaging). There will be no reimbursement from Charles Bentley to a customer that has to purchase their own packaging for a return. If a customer provides their own packaging for a returned item and the item is damaged because of the packaging, a full refund for the product will not be issued.

We reserve the right to make a deduction from the amount of any refund for loss in value of the product returned where the product show signs of unreasonable use; for these purposes, unreasonable use includes handling the product beyond what is necessary to establish the nature, characteristics and functioning of the product, in particular, if it goes beyond the sort of handling that might reasonably be allowed in a shop. Where you are in possession of the product (or they have been dispatched to you), we may withhold any refund until we have received the product or you have supplied proof of return for the product.

If a product is returned by a means other than the collection service offered by Charles Bentley, it is advised to use a tracked service that requires a signature upon delivery. Use of a non-tracked, non-signature based service may result in the delay in the conclusion of the return.

Please Note: If you need to return multiple orders, please do not consolidate returns. Return orders individually, using a separate return label for each order.






Period for cancellation


14 days60 days


Refund of costs of shipping the
item back to us if defective
damaged or incorrect item?




Refund of costs of shipping the
item back to us if cancellation?




Refund of outbound shipping
costs if defective?




Refund of outbound
shipping costs if cancelled?


Yes, cheapest method of
Yes, cheapest method of



Direct dispatch items are not valid in conjunction with any offers, vouchers or coupons. Customers who purchase products with the option of direct dispatch may be contacted directly by the supplier to confirm delivery details. Direct dispatch items are not bound by our expected delivery timeframes and will have their own delivery timeframes stated on the listings of products that they supply.


We advise that we aim to dispatch all orders within two working days of the order being placed. We offer free standard delivery (3 to 5 working days for the first delivery attempt) on all of our items to the majority of UK postcodes.

Surcharges will apply for deliveries to the following areas: Scottish Highlands, Northern Ireland, Isle of Man, Isle of Wight, Channel Islands. Surcharges will also apply for deliveries to the following postcodes: AB, DD, IV, KY, KW, PA, PH, ZE.

We also offer a next working day delivery option, this option comes at an additional cost that is dependent on the item(s) ordered and the delivery address. Next working day delivery orders have to be placed before 13:00 BST to be dispatched out for delivery on the next working day. In most cases, orders placed after the 13:00 BST cut-off point will be dispatched the following working day for delivery the working day after that.

All orders placed before 13:00 BST on a Friday for a next working day delivery are not guaranteed to be out for delivery until the following Monday. Orders placed on a Saturday or a Sunday on a next working day delivery service will be dispatched on the Monday for delivery on the Tuesday.

Please note: Only one delivery attempt will be made per day, even on next day delivery orders. If that delivery attempt fails, redelivery will scheduled for a later date.

Orders are dispatched with a number of couriers based on package size, including Royal Mail, MyHermes, Yodel, UPS, DX NightFreight, Pallex. Where possible, tracking information will be automatically emailed to the email address that you provide once the item has been dispatched from our warehouse.

Large items that are sent on pallets will be sent with Pallex, depending on your location. On our standard free delivery option, the items will be dispatched within two working days of your order being placed. The courier will then contact you on the phone number that you provide when placing your order once the item is received into their local depot, this usually takes place within three days after dispatch. The delivery will be a curbside one-person delivery service only, so the courier may require some assistance. The courier will be unable to deliver the item to the inside of the property. The customer must be present at the time of delivery as a signature is required to confirm that the item is received in good order. The item will be securely packaged on a pallet and shrink-wrapped. The pallet and shrink-wrap will be left at the property and it is the customer’s responsibility to dispose of this.

Please note: Any arranged deliveries that fail due to the above reasons not being met may incur a cancellation or redelivery charge.

If you have any further queries regarding deliveries, please feel free to contact our Customer Service team at customerservices@charlesbentley.com.


We are happy to supply products to the Channel Islands (additional delivery charges will apply) however we are currently unable to amend the checkout to reflect this or to produce a zero-rated invoice. We cannot refund any amount paid shown as VAT on the invoice, the total amount charged for your order will not change.


Discount Codes must be used in accordance with the terms to which they are issued. Discount Codes must be redeemed against purchases made on www.charlesbentley.com and must be used within the timeframe specified when issued. If no timeframe is stated upon the issue of the Discount Code then the timeframe for the Discount Code is 12 months from the date of issue. Discount Codes are for use on our website (www.charlesbentely.com) only and cannot be redeemed on any other marketplace that we sell on. Only one Discount Code can be used per purchase and it must be entered prior to confirming your purchase at the checkout stage. A Discount Code cannot be retroactively added to a completed order.

Items that are provided to us by a third party are exempt from Discount Code usage this will be clearly noted on the listing page for each item where applicable. Excluded items will not count towards any qualifying conditions for offers and will not benefit from any promotional discount.

Where the redemption of a Discount Code is subject to a minimum spending requirement, the redemption is only permitted in respect of the purchase of qualifying products which will be communicated to you at the time of the issue of the Discount Code. Excluded products and supplementary charges, such as delivery, shall not count towards a minimum spending requirement.

When you insert a Discount Code, you warrant confirmation that the Discount Code you are using is in good faith. If you redeem, attempt to redeem or encourage the redemption of Discount Codes to obtain discounts to which you or a third party are not entitled you may be committing a civil or criminal offence. If we reasonably believe that any Discount Code is being used unlawfully or illegally we may reject or cancel any Discount Code and you agree that you will have no claim against us in respect of any rejection or cancellation. Charles Bentley reserves the right to take any further action it deems appropriate in such instances.

Winners of prize draws and competitions are chosen at random from entries received and are selected by a member of staff of Charles Bentley. Winners are announced on our website or through our social media channels and all winners will be informed within 14 days of being chosen. Social media competitions are limited to mainland UK entries only. All competitions are open to members of the general public however staff members of Charles Bentley, Charles Bentley & Son and their immediate families may not enter or win any of our prize draws or competitions.


We may update prices at any time. Despite our best efforts, a small number of the thousands of products we sell may occasionally be mispriced. If this happens then we will not be obliged to supply the products at the incorrect price or at all. We will (at our discretion) either cancel your order and refund the price you have paid or endeavour to contact you and ask you whether you wish to continue with the order at the correct price. If we are unable to contact you or you do not wish to continue with the order at the correct price, we will cancel your order and refund the price you have paid.

The contract for your order with us is not finalised until we have dispatched the item to you, payment for an item that is priced incorrectly does not constitute a contract.


Payment may be made using PayPal or a debit or credit card. We accept the following cards: Mastercard, Visa and Visa Debit. Payment will be debited and cleared from your account upon receipt of your order by Charles Bentley. When placing the order, you confirm that the credit/debit card that is being used is yours. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to Charles Bentley, we will not be liable for any delay or non-delivery.

We take reasonable care to make our site secure. All credit/debit card transactions on this site are processed using SagePay, a secure online payment gateway that encrypts your card details in a secure host environment.


From time to time we may apply promotional prices to products on our website. These promotional prices will only apply in the context in which the promotion is given and are subject to the terms of that promotion. Prices from within the time period of the promotion will not be matched to prices of items before or after the promotion. We may update or end the promotions at any time.


On the rare occasion that you require a refund for an item that you have purchased from us, we aim to get this payment back to you as quickly as possible. Refunds are paid back to the debit card, credit card or PayPal account that we initially received the payment from, we are unable to send the payment to any other account. If the account that you initially made the payment from has now closed, we will still have to issue our refund back to that account. You will then need to contact your bank or PayPal to get them to transfer that payment to your current account.

We advise that refunds usually take between two to three working days to be processed by our Accounts Team and it can then take up to an additional three working days for the payment to be cleared into your account.


On the rare occasion that you require a replacement item for the one that you have purchased from us, we aim to get this process completed as quickly as possible. In most circumstances, we will require the item that is to be replaced to be returned back to our warehouse before the replacement is dispatched. This will require the item to be collected by a courier, you must be able to provide suitable packaging for the item in order for a collection to take place, Charles Bentley will not provide additional packaging for the item barring that supplied when the item was initially delivered. Charles Bentley will not reimburse customers that have to purchase their own packaging to return an item.

Occasionally, we will ask a customer to dispose of the item themselves as safely as possible. Once a customer agrees to that, the replacement will then be issued. Once a customer has agreed to dispose of an item themselves, the damaged or faulty item becomes the customer’s responsibility to correctly dispose of and Charles Bentley will be unable to provide any advice on how to dispose of the item.


If you purchase an item from Charles Bentley and sell it onto someone yourself, this will void any guarantee and any warranty that comes with the item. This includes if you purchase an item from one of our marketplaces and have it sent directly to your customer.

If you wish to become an affiliate of Charles Bentley, please feel free to contact us at customerservices@charlesbentley.com and the Customer Services team will be able to forward your query accordingly.


Charles Bentley may suspend or cancel your registration immediately at our reasonable discretion or if you breach any of your obligations under these Terms and Conditions. You can cancel this agreement at any time by informing us in writing. If you do so, you must stop using our website – www.charlesbentley.com. The suspension or cancellation of your registration and your right to use www.charlesbentley.com shall not affect either party’s rights or liabilities.


When you place an order with us, you are making an offer to buy goods. We will send you an email to confirm that we have received your order. Once we have checked the price and availability of the goods, the goods will be dispatched. In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this. A contract is not made until we dispatch your order. If your item is out of stock we will offer a substitute where possible or a refund.

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