Terms & Conditions

Utility Design Terms & Conditions

Our terms

1. About us and these Terms

1.1           We are Utility Design Limited a company registered in England and Wales. Our company registration number is 10919861 and our registered office is at 14A Compass West, Spindus Road, Liverpool L24 1YA.

1.2           You can contact us by telephoning our customer service team at 0151 494 9412 or by emailing us at [email protected]

1.3           These are the terms and conditions on which we supply products to you.


2. Our Contract with you

2.1           Our acceptance of your order will take place when we send you a confirmation email to accept it, at which point a contract will come into existence between you and us.

2.2           If we are unable to accept or process your order, for whatever reason, we will inform you of this. This might be because the product is out of stock because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price, stock level or description of the product or because we are unable to meet a delivery deadline you have specified, or for other reasons outside of our control. You will be refunded under these circumstances.

2.3           It is your responsibility to keep your contact details on your account up to date. We will not be responsible for any errors arising as a result of your contact details not being up to date.

3. Our Products

3.1           The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours, finishes and details accurately, we cannot guarantee that a device's display accurately reflects the true physical nature or colour of the actual products. Your product may vary slightly from those images.

3.2           The dimensions of products set out on our website are approximate only, and weights, dimensions and capacities of products may vary.

3.3           We may change the product to implement minor technical adjustments and improvements, for example, to address a health and safety or security threat. These changes will not materially affect your use of the product.

3.4           All lighting and electrical products sold on our website are 220-240v. If purchasing from outside the EU it is your responsibility to ensure that your local voltage is compatible before completing your purchase.

4. Price and Payment

4.1           The price of the product (which includes VAT unless expressly stated otherwise) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 4.2 for what happens if we discover an error in the price of the product you order.

4.2           It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that. If the product's correct price at your order date is higher than the price stated to you (and you have therefore paid an incorrect, lower amount) we will contact you for your instructions before we accept your order.

4.3           We accept payment with the payment methods listed at the point of your order. You must pay for the products before we dispatch them.

5. Delivering the Products

5.1           The costs of delivery will be as displayed to you on our Delivery Page or on your order (if applicable). The details of each delivery method are set out on our Delivery Page.

5.2           All delivery dates, including those set out on our Delivery Page are estimates only and shall not be binding on us.

5.3           If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. This is invariably due to issues outside our control such as production or supplier shipping delays and company holidays. We will not be liable for delays caused by the event and will not pay compensation for any such delay.

5.4           If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.

5.5           If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.

5.6           Products will be your responsibility from the time we deliver the products to the address you gave us or you or you or a carrier organised by you collect it from us.

5.7           You own products once we have received payment in full.

5.8           We may have to suspend the supply of a product to:

(a)       deal with technical problems or make minor technical changes, or

(b)       update the product to reflect changes in relevant laws and regulatory requirements.

6.  Cooling-off Period and Returns

6.1           If you are a consumer then for most products bought online you have a legal right to change your mind within 14 days of you (or someone you nominate) receiving the products.

6.2           If you change your mind in accordance with clause 6.1 above then you will receive a refund, which may be subject to deductions. You will also have to pay the costs of return of any goods, including unaccepted deliveries unless they are faulty.

6.3           If you want to change your mind, you should notify us by emailing us at [email protected] or writing to our address. Please provide either:

(a)       your name, home address, order number, details of the order and, where available, your phone number, email address and reason for return; or

(b)       the completed form at the following link: Schedule 1 - Cancellation Form.

6.5           If you are a consumer exercising your right to change your mind you must send us the products within 14 days of telling us you wish to end the contract.

6.6           If you exercise your right to change your mind after products have been dispatched to you or you have received them, you must return them to us. You must either return the goods in person to where you bought them or post them back to us at Utility, 14A Compass West, Spindus Road, Liverpool L24 1YA. We may arrange collection subject to prior agreement and collection charges are charged at cost and we will confirm this with you prior to arranging collection. We will then refund you, less the collection charges or initial delivery charges incurred by us as a result.  

6.7           If you are exercising your right to change your mind, we may reduce your refund of the price (excluding delivery costs and packaging costs) or refuse a return/ refund to reflect any reduction in the value of the goods due to damage or their packaging, if this has been caused by your handling them in a way which would not be permitted in a shop or if it has resulted in the goods no longer being in a condition in which they can be sold ‘as-new’. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

6.8         Refunds can only be made to the original payment source and, with foreign currency payments, may vary depending on the exchange rate variation from payment time/ date to refund time/date. We are also unable to refund any amount greater than the original payment amount.

7. Your rights in respect of defective products

7.1           We are under a legal duty to supply products that are in conformity with this contract and you have a number of key legal rights under consumer legislation. Nothing in these terms affects your statutory rights as a consumer

7.2           If you wish to exercise your legal rights to reject Products which are not in conformity with this contract then you must:

(a)       retain the original packaging;

(b)       (at our option) give us a reasonable opportunity of examining such product and/or provide us with photos of the damage; and

(c)        either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection.

7.3           Please call customer services on 0151 494 9412 or email us at Utility,14A Compass West, Spindus Road, Liverpool L24 1YA to arrange collection.

9. Our Liability

10.1        If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

10.2        This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products.

10.3        If you are a consumer we only supply the products for to you for domestic and private use. If you use the products for any commercial, business or re-sale purpose our liability to you will be limited as set out in clause 11.

12. Privacy Policy

We will only use your personal information as set out in our Privacy Policy.


13. Other Terms

13.1        We may transfer our rights and obligations under these terms to another organisation.

13.2        You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

13.3        This contract is between you and us. No other person shall have any rights to enforce any of its terms.

13.4        Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

13.5        If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

13.6     Any dispute or claim arising out of or in connection with a contract between us or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales and the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.

14. Promotional Codes and Discount Vouchers

Where promotional codes or discount vouchers are advertised, the following terms & conditions apply:

(a)       the code/discount is time-limited and valid for the date range advertised on the code/discount, the Utility website, social media channels & newsletters;

(b)       the code/discount is not to be used in conjunction with any other live offer or discount;

(c)        the code/discount doesn't apply to sale items;

(d)       the code/discount doesn't apply to delivery charges;

(e)       brand exclusions apply, and

(f)        discount codes cannot be redeemed retrospectively.

15. Price Matching

15.1 The Product

The online shopping website where you found the product offered cheaper must be offering a new and not damaged product that is identical to our product. The competitor's offered price must display the accurate RRP, include VAT, and applicable carriage charges (if any), and they must be prepared to sell the item to you at their quoted price. The Price Match cannot be combined with any other offers.

15.2 The Competitor

We are only willing to price match online retailers. We cannot price match physical 'bricks & mortar' stores.

15.3 Quality of goods

The goods must not be offered through an auction (eBay). They must not be damaged, end of line clearance items or similar.

15.4 Delivery

We will not price match items from any website that does not offer delivery to your specified destination.

15.5 Location

We cannot price match websites that are not based in the UK. 

15.6 Proof of price

We will require evidence of the quote provided by our competitor. This can be via an active link to their website, a quote document or email.

15.7 Retrospective Price Match

Price matching is only valid before an order is processed and we have accepted it. We will not retrospectively price match a pre-existing order or issue a refund with the difference in cost.

15.8 Decision

The final decision to price match will be ours. The Price match is not legally binding until we have processed and accepted your order. We reserve the right to not price match and the final decision is ours.

16. Waste Electrical and Electronic Equipment Regulation 2006

Each year in the UK we go throw away over 1.2 million tonnes of electrical and electronic waste. That is the equivalent of 150 thousand double-decker buses! This increase is mainly down to new technologies being developed, increasingly affluent society and our throwaway lifestyle.

Over 75% of waste electrical products end up in landfill where lead and other toxins contained in electrical goods can cause soil and water contamination. This, in turn, can have a very harmful effect on natural habitat, wildlife and also human health. When situated near populated areas these toxins can cause problems to communities as their water and soil are polluted.

To minimise our impact on this earth and to protect the environment for future generations it is important that we are all aware of the consequences of our actions and how we can make a difference. Many of the electrical items that we throw away can be repaired or recycled. Recycling items helps to save natural finite resources and also reduces the environmental and health risks associated with sending waste electrical goods to landfill.

To reduce the number of electrical items going to landfill the government has introduced, under European Law, new regulations called The Waste Electrical and Electronic Equipment (WEEE) Regulations.

It is the responsibility of everyone to ensure that they minimise the impact of electrical waste on the environment and to facilitate this Utility, as a distributor of electrical items, offers a 'take back' service to end users of electrical and electronic equipment on a like for like basis, i.e.: if you purchase a toaster we will recycle your old toaster.

Simply bring in your old electrical equipment to our store at the address below and we will deal with recycling on your behalf. Alternatively, if you have purchased online and do not live near one of our stores simply please contact Utility within 28 days of purchase and we will provide a free of charge return service for your WEEE item. 

You can also use the recycle locator below to find your nearest recycling facility if this is more convenient.




Next Working Day Delivery View UK delivery options
Delivering to 150 Countries View delivery options
Gift Wrapping Service Available to add at checkout for £2.50

Thank You Messages

I really appreciate the support on this replacement... Fantastic customer service and I will be returning for future purchases.

Feb 14th 2019 | Ben

Thank you for your really excellent service.

Jun 8th 2020 | Carol

We had some work on our house that ran over and Utility held onto our sofa for around a month whilst we finished up. Once we requested, the items were delivered really quickly. We took delivery last week and the massive boxes have doubled up as a castle i

Jul 9th 2020 | Chris and Lucy

As on the two previous occasions I have used your company I have found the service to be nothing short of impeccable. Keep it up!

Sep 18th 2020 | Fergus

Thanks to you and the team for the standout service - very impressive. Have a great weekend, Chris

Oct 9th 2020 | Chris

I ordered 2 items for my daughter's birthday. I was unsure the order had been completed. I contacted Utility to question this. I was quickly and politely responded to. I was assured my order had been processed and Jess informed me she would pack it hersel

Aug 30th 2020 | Claire

This was my first purchase with Utility. I ordered a Frida Mini Planter in July and Utility really quickly confirmed my order was placed and dispatched. Unfortunately - through no fault of Utility - my order went missing and was lost by Royal Mail. I cont

Sep 4th 2020 | J Taylor

I have nothing but praise for UtilityDesign. The level of customer service has been outstanding - nothing has been too much to ask. We were in the process of making quite a significant purchase and there was never any pressure to be forced into a sale. I

Sep 5th 2020 | Charlotte

Ordered a magis medium puppy on sunday 26th july arrived on Tuesday 28th july.really pleased with our purchase. Fast delivery. Would recommend. Also I messed up on the payment and Jessica couldn't have been more helpful and understanding. Big thank you. B

Jul 29th 2020 | Angie

I have nothing but praise for Utilitydesign. The response to my order was prompt and even though I had ordered the incorrect size of the item I wanted, they replaced it equally promptly with the correct size at no extra cost. My enquiries were dealt with

Aug 7th 2020 | Carol

Have bought several items from this website including a sofa. The customer service was outstanding. I had swatches sent, I had personal phone calls and advice> the communication was outstanding. I would use this company over any other carrying similar sto

Aug 12th 2020 | Mel

"Thank you for your timely responses and wonderful after care. Utility are a fantastic company and one I will continue to use and recommend."

Feb 22nd 2021 | Jo

"You have been absolutely fantastic and made my experience stress free. Your customer service is faultless! Utility design will be my destination for any homeware and furniture I choose in future."

Dec 7th 2020 | Lampros

I would just like to say a big thank you for the level of service we received following our recent order and delivery of Eames DSR chairs for our new home.

Oct 20th 2020 | L Duffy

"Thank you again for your courteous and efficient handling of my order. Take heart from the fact you and your company will have my business and recommendations in the future."

Feb 8th 2022 | Lorina