Terms of Sale

Last updated: 01 May 2026

These Terms of Sale apply to purchases made from Merchant Supplies Distribution Ltd through our website, trade portal, telephone, email, sales team, or any other sales channel.

Please read these Terms carefully before placing an order. By placing an order with us, you confirm that you agree to these Terms.

1. About us

1.1. We are Merchant Supplies Distribution Ltd, a company registered in England and Wales under company number 16503541.

1.2. Our registered office is:
Unit 2, The Merlin Centre, Acrewood Way, St Albans, AL4 0JY, United Kingdom.

1.3. You can contact us using the following details:
Website: merchantsupplies.co.uk
Email: sales@merchantsupplies.co.uk
Telephone: 020 3915 2557

1.4. In these Terms, references to “we”, “us” and “our” mean Merchant Supplies Distribution Ltd. References to “you” and “your” mean the customer placing an order with us.

2. Business customers only

Our website and trade portal are intended for business customers only. By placing an order with us, you confirm that:

1. you are acting in the course of a business, trade or profession;
2. you are not purchasing as a consumer;
3. you are at least 18 years old; and
4. if you are placing an order on behalf of a company, partnership, sole trader, public body or other organisation, you have authority to bind that business or organisation.

We reserve the right to refuse, cancel or suspend any order or account where we reasonably believe that the customer is not a trade or business customer, or where the person placing the order does not have authority to do so.

3. These Terms

These Terms apply to all orders placed with us unless we agree otherwise in writing. These Terms apply together with our:

• Delivery & Returns page; andPrivacy & Cookies

If there is any conflict between these Terms and any customer purchase order, customer terms, email footer, procurement document, or other customer document, these Terms will apply unless we have expressly agreed otherwise in writing. No amendment, addition, exclusion or variation to these Terms will be binding unless confirmed by us in writing.

We may update these Terms from time to time. The Terms that apply to your order will be the Terms in force when your order is submitted, unless we are required to make changes by law or regulation.

4. Trade accounts and website access

4.1. Access to certain parts of our website, including product pricing, may require an approved trade account and login.

4.2. We may approve, refuse, suspend or close a trade account at our discretion.

4.3. You are responsible for keeping your login details secure and confidential.

4.4. Any order placed through your account will be treated as authorised by you unless you can show that the order was placed because of our fault or negligence.

4.5. You must notify us immediately if you believe your account has been accessed or used without authority.

4.6. We may restrict, suspend or withdraw account access if:

1. payment is overdue;
2. credit terms are exceeded;
3. account information is inaccurate or incomplete;
4. we suspect misuse, fraud or unauthorised access;
5. you breach these Terms; or
6. we consider it necessary for security, operational or legal reasons.
7. Product information

5.1. Product descriptions, specifications, images, dimensions, weights, colours, packaging details and other product information are provided for general guidance.

5.2. We aim to keep product information accurate and up to date, but we do not guarantee that all website, catalogue, brochure or promotional information will be free from error.

5.3. Product images are for illustration only. Actual products, packaging, finishes, colours, markings, labels or specifications may vary.

5.4. You are responsible for checking that the products you order are suitable for your intended use, installation, application and operating environment.

5.5. Any technical information, guidance or assistance provided by us is given in good faith, but it is not a substitute for professional advice, manufacturer instructions, applicable regulations, or assessment by a qualified installer.

5.6. Where products must be installed, fitted, commissioned or maintained by suitably qualified persons, you are responsible for ensuring this is done.

6. Product availability

6.1. All products are offered subject to availability.

6.2. We do not guarantee that any product shown on our website, catalogue or trade portal will be available at the time of ordering or dispatch.

6.3. If a product is unavailable, discontinued, delayed, restricted, withdrawn by the manufacturer, or affected by a supply issue, we may:

1. contact you to agree a substitute product;
2. place the item on back order;
3. supply the available part of your order;
4. cancel the affected item; or
5. cancel the order.

6.4. If you have already paid for a product that we cancel due to unavailability, we will refund the amount paid for that product.

7. Minimum order quantities, pack sizes and order multiples

7.1. Some products may be subject to minimum order quantities, pack quantities, box quantities, pallet quantities, or order multiples.

7.2. Where a minimum quantity, pack size or order multiple applies, you must order in accordance with that requirement.

7.3. We may amend an order, reject an order, or contact you for approval where the quantity ordered does not meet the applicable minimum order quantity, pack size or order multiple.

7.4. We may change minimum order quantities, pack sizes and order multiples from time to time without notice.

8. Prices

8.1. Unless stated otherwise, all prices are in pounds sterling and are exclusive of VAT, delivery charges, carriage charges, insurance, customs duties, import charges, and any other applicable taxes or charges.

8.2. VAT will be charged at the applicable rate.

8.3. Delivery charges and any applicable additional charges will be shown or confirmed separately where applicable.

8.4. Prices may vary depending on account type, customer status, order volume, agreed commercial terms, promotional arrangements, or other trade arrangements.

8.5. Prices shown after login are intended for the account holder only and must not be shared, published, disclosed or used for benchmarking without our written consent.

8.6. We may change our prices at any time without notice.

8.7. Unless we agree otherwise in writing, the price payable will be the price confirmed by us when your order is accepted or, where applicable, the price in force at the date of dispatch.

8.8. If a product has been incorrectly priced due to an error, system issue, data issue, supplier change, currency fluctuation, material cost change, or other reason, we may reject the order or contact you to confirm whether you wish to proceed at the correct price.

8.9. We are not obliged to supply products at an incorrect price.

9. Placing orders

9.1. You are responsible for checking your order carefully before submitting it.

9.2. Your order is an offer to buy the products listed in your order on these Terms.

9.3. An order is not accepted by us until we confirm acceptance, process the order, issue an order acknowledgement, issue an invoice, dispatch the goods, or otherwise confirm in writing that the order has been accepted.

9.4. Any automatic website confirmation, basket summary, payment confirmation, or email acknowledging receipt of your order does not necessarily mean that your order has been accepted.

9.5. We may accept or reject any order at our discretion.

9.6. We may reject or cancel an order where, for example:

1. products are unavailable;
2. pricing or product information is incorrect;
3. payment has not been received or authorised;
4. your credit limit has been exceeded;
5. your account is overdue, suspended or under review;
6. the order does not meet minimum quantity requirements;
7. delivery cannot reasonably be made to the requested address;
8. we suspect fraud, misuse or unauthorised account activity;
9. the order appears to have been placed in error; or
10. we are prevented from supplying the products due to circumstances beyond our reasonable control.
11. Changes and cancellations

10.1. Once an order has been accepted by us, you may not cancel or change it without our prior written consent.

10.2. If you need to request a change or cancellation, you must contact us as soon as possible.

10.3. We are not obliged to accept any change or cancellation request.

10.4. Orders for special-order goods, non-stock items, bespoke goods, made-to-order goods, goods sourced specifically for you, or goods supplied to your specific requirements cannot be cancelled unless we agree otherwise in writing.

10.5. If we agree to cancel or change an order, we may charge you for any costs, losses, restocking fees, supplier charges, carriage charges or administration costs we incur.

11. Payment

11.1. Unless you have an approved credit account with us, payment must be made before dispatch or as otherwise required by us.

11.2. We may accept payment by bank transfer, BACS, CHAPS, Faster Payments, credit card, debit card, or any other payment method we make available from time to time.

11.3. Payments must be made in pounds sterling.

11.4. You must ensure that all payment details provided to us are accurate and that you are authorised to use the payment method provided.

11.5. If payment is refused, reversed, cancelled, charged back, delayed, or not received in cleared funds, we may suspend or cancel the order.

11.6. You must pay all amounts due in full, without deduction, withholding, counterclaim or set-off.

12. Credit accounts

12.1. We may offer credit accounts to eligible trade customers at our discretion.

12.2. Credit is not automatic and is subject to approval, account checks, trading history, credit checks, references, internal review and any other requirements we consider appropriate.

12.3. We may set a credit limit for your account.

12.4. We may increase, reduce, suspend or withdraw your credit limit or credit facility at any time.

12.5. Unless we agree otherwise in writing, invoices issued to a credit account must be paid no later than 30 days from the invoice date.

12.6. We may require payment before dispatch even if you have previously been granted credit.

12.7. If any invoice or amount becomes overdue, we may:

1. suspend further deliveries;
2. suspend website access or price visibility;
3. refuse new orders;
4. cancel or place orders on hold;
5. withdraw or reduce your credit limit;
6. require payment in advance for future orders;
7. treat all outstanding amounts on your account as immediately due; and
8. recover any costs incurred in collecting the overdue debt.

12.8. Interest may be charged on overdue amounts at 2% per month or part month, compounded monthly, unless we agree otherwise in writing.

12.9. You will also be responsible for reasonable costs, expenses, legal fees, collection costs and administration charges incurred by us in recovering overdue sums.

12.1.0 Allocation of payments received from you will be at our discretion unless we agree otherwise in writing.

13. Delivery

13.1. Delivery terms, delivery charges, lead times, cut-off times, delivery areas, failed delivery procedures, damaged goods procedures and returns procedures are set out in our Delivery & Returns page.

13.2. Delivery dates and times are estimates only unless we expressly agree a guaranteed delivery date in writing.

13.3. We will use reasonable efforts to meet estimated delivery dates, but time for delivery is not of the essence.

13.4. Delay in delivery does not entitle you to cancel the order, refuse delivery, claim compensation, or terminate the contract unless we have expressly agreed otherwise in writing.

13.5. We may deliver goods in instalments.

13.6. Each instalment may be invoiced separately.

13.7. If you fail to accept delivery, fail to provide accurate delivery information, fail to provide access, or fail to make arrangements required for delivery, we may:

1. store the goods at your risk;
2. charge storage, handling, insurance and redelivery costs;
3. arrange redelivery at your cost;
4. cancel the order; or
5. resell or otherwise dispose of the goods.
6. Risk

14.1. Risk in the goods passes to you when the goods are delivered to the delivery address, collected by you, released to a carrier, or otherwise made available in accordance with the agreed delivery arrangements, whichever occurs first.

14.2. Once risk has passed to you, you are responsible for loss, theft, deterioration or damage to the goods.

14.3. You are responsible for ensuring that goods are stored safely and appropriately after delivery.

15. Title and ownership

15.1. Ownership of the goods remains with us until we have received full payment in cleared funds for:

1. the goods supplied under the relevant order; and
2. all other goods, services, invoices and amounts owed by you to us under any contract or account.

15.2. Until ownership passes to you, you hold the goods as bailee for us.

15.3. Until ownership passes to you, you must:

1. store the goods separately from other goods where reasonably practicable;
2. keep the goods identifiable as goods supplied by us;
3. keep the goods in good condition;
4. insure the goods against usual commercial risks; and
5. not pledge, charge or otherwise encumber the goods.

15.4. You may resell or use the goods in the ordinary course of your business before ownership passes to you, provided that you do so as principal and not as our agent.

15.5. Your right to resell or use the goods before ownership passes will end immediately if:

1. you fail to pay any amount due to us;
2. you become insolvent or subject to any insolvency-related process;
3. you cease or threaten to cease trading;
4. we suspend or terminate your account; or
5. we notify you that your right to resell or use the goods has ended.

15.6. If ownership has not passed to you and payment is overdue, we may require you to return the goods to us.

15.7. If you fail to return the goods when requested, you authorise us, our employees, agents or representatives to enter any premises where the goods are stored in order to inspect, identify or recover them, subject to applicable law.

16. Inspection, shortages and damage

16.1. You must inspect all goods as soon as reasonably possible after delivery or collection.

16.2. You must notify us in writing of any visible damage, shortage, incorrect goods or delivery discrepancy within the period stated in our Delivery & Returns page.

16.3. Unless our Delivery & Returns page states otherwise, notice of damage, loss in transit, shortages or delivery discrepancies must be given within 7 days of receipt.

16.4. You must provide reasonable evidence of the issue, including order details, delivery details, photographs, packaging details and any carrier documentation where requested.

16.5. If you do not notify us within the applicable period, you may be deemed to have accepted the goods as delivered, except where the issue could not reasonably have been discovered on inspection.

17. Returns

17.1. Returns are governed by our Delivery & Returns page.

17.2. Goods may not be returned without our prior written approval.

17.3. Any authorised return must comply with the return instructions we provide.

17.4. Unless we agree otherwise in writing, returned goods must be unused, undamaged, in resaleable condition, complete, and in their original packaging.

17.5. We may refuse a return or reduce any credit where goods are used, installed, damaged, incomplete, marked, altered, not in original packaging, or not in resaleable condition.

17.6. Special-order goods, bespoke goods, made-to-order goods, non-stock goods, goods sourced specifically for you, opened goods, installed goods, electrical items, hygiene-sensitive items, clearance items, and goods supplied to your specific requirements may be non-returnable unless faulty or unless we agree otherwise in writing.

17.7. Any authorised return may be subject to a handling or restocking charge.

17.8. Unless we agree otherwise in writing, the handling charge will be at least 25% of the value of the returned goods or our direct costs, whichever is greater.

17.9. You are responsible for the cost and risk of returning goods unless we agree otherwise in writing.

18. Faulty goods and warranty

18.1. We will deal with faulty goods in accordance with these Terms, our Delivery & Returns page, and any applicable manufacturer warranty.

18.2. You must notify us promptly if you believe goods are faulty.

18.3. Where goods are found to be defective due to faulty materials or workmanship, our liability will be limited, at our option, to:

1. replacement of the faulty goods;
2. repair of the faulty goods;
3. supply of replacement parts;
4. a credit note; or
5. refund of the price paid for the faulty goods.

18.4. Unless we agree otherwise in writing, any warranty claim must be notified to us within 2 months of delivery, except where a different manufacturer warranty period applies.

18.5. Warranty cover does not apply where the goods have been:

1. incorrectly installed, fitted, commissioned, used, stored or maintained;
2. altered, modified or repaired without authorisation;
3. misused, abused, overloaded or neglected;
4. damaged by accident, external cause, contamination, frost, corrosion, chemicals, unsuitable water conditions, pressure issues or environmental conditions;
5. used contrary to manufacturer instructions, industry standards or applicable regulations;
6. used for an unsuitable purpose; or
7. damaged after risk has passed to you.

18.6. Warranty cover does not include labour, removal, refitting, call-out charges, consequential loss, loss of profit, loss of revenue, business interruption, or other indirect losses unless we agree otherwise in writing or unless such exclusion is not permitted by law.

18.7. We may require goods to be returned for inspection before accepting a warranty claim.

18.8. We may reject a warranty claim if you are in breach of these Terms, including where payment is overdue.

19. Technical advice and suitability

19.1. Any technical advice, product recommendation, calculation, compatibility guidance or installation-related information provided by us is given in good faith but without responsibility unless we expressly agree otherwise in writing.

19.2. You are responsible for ensuring that products are suitable for your intended application and comply with any applicable laws, regulations, standards, approvals, specifications and installation requirements.

19.3. You must ensure that products are installed and maintained by suitably qualified persons where required.

19.4. We are not responsible for loss, damage or claims arising from incorrect selection, incorrect installation, misuse, unauthorised alteration, failure to follow instructions, or reliance on general technical guidance.

20. Export orders

20.1. We may accept or refuse export orders at our discretion.

20.2. Where goods are supplied for export, you are responsible for:

1. import duties;
2. customs clearance;
3. local taxes;
4. compliance with local laws and regulations;
5. import licences, permits or approvals; and
6. ensuring that the goods are suitable and lawful for use in the destination country.

20.3. Unless we agree otherwise in writing, export deliveries may be supplied on terms specified by us at the time of order.

20.4. We are not liable for delays, costs, seizure, refusal, penalties or losses arising from customs, import restrictions, export controls, local regulations or failure to obtain required approvals.

21. Suspension and termination

21.1. We may suspend supply, suspend account access, withdraw credit, cancel outstanding orders or terminate any contract with immediate effect by written notice if:

1. you fail to pay any amount when due;
2. you breach these Terms;
3. you exceed your credit limit;
4. you become insolvent or subject to any insolvency-related process;
5. you cease or threaten to cease trading;
6. you provide false, inaccurate or misleading information;
7. we reasonably suspect fraud, misuse or unlawful activity; or
8. circumstances arise which, in our reasonable opinion, make it inappropriate to continue supplying you.

21.2. Termination or suspension will not affect any rights, obligations or liabilities that have already accrued.

21.3. All outstanding invoices and amounts owed to us will become immediately due and payable upon termination.

22. Our liability

22.1. Nothing in these Terms excludes or limits liability for:

1. death or personal injury caused by negligence;
2. fraud or fraudulent misrepresentation; or
3. any liability that cannot lawfully be excluded or limited.

22.2. Subject to clause 22.1, we are not liable for:

1. loss of profit;
2. loss of sales or business;
3. loss of contracts;
4. loss of anticipated savings;
5. loss of goodwill;
6. business interruption;
7. wasted expenditure;
8. loss arising from installation, removal, refitting or labour costs;
9. indirect or consequential loss; or
10. any loss arising from your failure to select, install, use, store or maintain goods correctly.

22.3. Subject to clause 22.1, our total liability arising out of or in connection with an order will not exceed the price paid or payable for the goods giving rise to the claim.

22.4. Except as expressly stated in these Terms, all warranties, conditions and terms implied by statute, common law or otherwise are excluded to the fullest extent permitted by law.

23. Events beyond our reasonable control

23.1. We are not liable for delay or failure to perform any obligation where the delay or failure is caused by circumstances beyond our reasonable control.

23.2. Such circumstances may include, but are not limited to, supplier delays, manufacturer shortages, transport disruption, courier failure, strikes, lockouts, industrial disputes, fire, flood, severe weather, war, terrorism, civil unrest, pandemic, epidemic, government action, import or export restrictions, shortage of materials, energy disruption, IT failure, cyber incident, or failure by third parties.

23.3. If such circumstances affect your order, we may extend the time for performance, suspend performance, make partial delivery, or cancel the affected order.

24. Personal information

24.1. We will process personal information in accordance with our Privacy & Cookies page.

24.2. You must ensure that any personal information you provide to us is accurate and that you have the right to provide it.

25. General

25.1. These Terms, together with any order accepted by us and any applicable documents referred to in these Terms, form the entire agreement between you and us for the relevant order.

25.2. You may not transfer, assign or subcontract your rights or obligations under any contract with us without our prior written consent.

25.3. We may transfer, assign or subcontract our rights or obligations where we reasonably consider it appropriate.

25.4. If any part of these Terms is found to be invalid, unlawful or unenforceable, the remaining parts will continue in effect.

25.5. If we do not enforce any right or remedy, or delay in enforcing it, that does not mean we have waived it.

25.6. No person other than you and us has any right to enforce these Terms.

26. Complaints

26.1. If you have a complaint or concern about an order, please contact us as soon as possible using the contact details set out above.

26.2. We will try to resolve complaints fairly and efficiently.

27. Governing law and jurisdiction

27.1. These Terms and any dispute or claim arising out of or in connection with them, including non-contractual disputes or claims, are governed by the laws of England and Wales.

27.2. The courts of England and Wales will have jurisdiction to settle any dispute or claim arising out of or in connection with these Terms.