Free Home Delivery
orders over £250 UK (Mainland)
Terms and Conditions

If you would like to talk directly to Merlin Facilities Ltd or would like to place an order over the phone, please call +44 (0)1207 69 38 48, lines are open 9.00am-17.00pm Mon-Fri.

These Terms and Conditions are applicable every time you access our website and/or order goods from our website.

1.0 Ownership

1.1 This site is owned and operated by Merlin Facilities Ltd. Our registered office is:
83 ViewPoint, Derwentside Business Centre, Consett
County Durham, DH8 6BN.

1.2 All rights in this website are owned by Merlin Facilities Limited Ltd. Any unauthorised use, copying or modification is prohibited.

2.0 Ordering Goods and Cancellations

2.1 All orders placed through our website will be subject to our acceptance of the order. We reserve the right to decline any order for any reason.

2.2 When you submit an order to us on our website, you will receive an email to confirm that we are processing your order. You will then receive a second email from us acknowledging your order and giving you estimated timescales for delivery. You should check both emails for accuracy and let us know immediately if there are any errors. Neither of these emails constitute acceptance of the order by us. Your order will be accepted by us (and a contract will then be formed between us) when we dispatch the goods to you. Title to the goods will pass to you on delivery.

2.3 Where you have redeemed a promotional code or any other offer ("a Code") against your order, acceptance of this order is subject to our verifying that the Code has been issued to you personally, that you comply with all the terms of the offer and qualify for the Code. In the event that the Code has not been issued to you for your personal use or you do not qualify for the offer, the price of the order will be adjusted notwithstanding any email or other confirmation that you receive.

2.4 You have the right to cancel an order within 14 days from the day the goods were delivered unless we have previously stipulated to you via email that we are buying the goods in exclusively for you and that you have acknowledged by email that you accept your order is non cancellable.

2.5 If you wish to cancel your order you must notify Merlin Facilities Ltd via email within the stated 14 day period, cancellations after 14 days will not be accepted. Upon notifying Merlin Facilities Ltd of your cancellation Merlin Facilities Ltd will issue you with a unique RMA number. You must return the goods to Merlin Facilities Ltd in the same condition and completeness as Merlin Facilities Ltd delivered them to you, please note this includes, packaging, manuals, cables, software etc. If you do not return the goods in the same condition and completeness, Merlin Facilities Ltd at its sole discretion can either reject the cancellation or levy a charge against you or your credit card to make good any damage or missing items. Please note that software of any description is subject to separate terms and conditions and if you open, use or register the software that comes with your goods and then cancel your order you will be liable for a charge up to 25% of the cost of the goods.

2.6 The goods remain your property and responsibility until such time as Merlin Facilities Ltd signs acceptance of the return delivery of the goods. We strongly advise you to use a secure signed-for service, for example Royal Mail Special Delivery, and you should note that the cost of returning the goods is your responsibility. Should you wish to return any goods, please go to the Returns section for further information.

2.7 We are not able to accept the return of earphones, headphones and microphone etc for health and hygiene reasons. this is to protect our customers health.

3.0 Processing your orders and payment

3.1 Whilst it is our intention to keep our website up to date and error free, product description or pricing errors may occur. If we discover such an error after you have submitted an order to us, we will contact you prior to accepting your order with the correct details. You may then either cancel your order or re-confirm it based on the correct information. If we are unable to contact you, we will treat your order as cancelled.

3.2 All prices shown on our website are inclusive of VAT. Delivery charges are clearly highlighted at checkout. For further information on delivery charges see the Delivery section.

3.3 Customers using PayPal, please note that any commission charged by PayPal to you in conjunction with placing an order is not refundable.

4.0 Delivery

4.1 Some postal addresses in Northern Ireland, some offshore islands and some remote areas of Great Britain may not be covered by our delivery services and we may not be able to arrange delivery of some items to such addresses. You will be notified of this when you place your order.

4.2 Standard delivery is normally two to five working days. Our next working day delivery service operates Monday to Friday. This does not include Saturday, Sunday or Bank Holidays.

4.3 Whilst we make every effort to deliver goods on the day we specify, we cannot guarantee delivery on that day or accept liability for deliveries made outside this timescale. We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries.

4.4 All items are subject to stock availability.

4.5 When we deliver your items to you will be asked to sign for the goods to acknowledge that you have received them.

4.6 If your goods fail to arrive within 28 days of dispatch, you will have the option of either a full refund or a replacement shipment as soon as we have investigated with the courier.

4.7 Where an incorrect address has been given to Merlin Facilities Ltd with the order we reserve the right to charge for any extra carriage costs incurred.

4.8 Claims for damage, delivery discrepancy etc. should be made within 48 hours of delivery - claims will not be accepted after this time. Please sign the consignment document 'UNCHECKED', as we cannot otherwise accept any claims for damage in transit.

5.0 Returns

5.1 Any faults that occur within the first 20 days after the goods arrive must be reported to Merlin Facilities Ltd within this time frame to be eligible for refund/replacement. Goods with faults reported outside the first 20 days after the goods arrive should be sent to the manufacturer for repair. Please note that packaging must be in pristine condition to be eligible for a refund, and all goods will be tested if reported faulty upon their return either by Merlin Facilities Ltd technical staff or the manufacturer where appropriate.

5.2 If the goods are not faulty you have 14 days from the day the goods arrive to cancel the order and return the goods for a refund. A refund will be provided within 30 days. Please note that packaging must be in pristine condition or Merlin Facilities Ltd will charge the customer a fee to compensate Merlin Facilities Ltd for the written down value of the stock. Return shipping is at the customer’s expense.

5.3 If any goods are returned in an incomplete manner, Merlin Facilities Ltd at it's discretion can either reject the returned item as incomplete and return the goods at the customers expense, or Merlin Facilities Ltd can charge the customer a sum equivalent to the replacement cost of the missing item - this can include small items such as manuals, cables, batteries, styli, etc. If we cannot replace the missing items (e.g. replacement hard copy manuals are very difficult to replace) then Merlin Facilities Ltd will charge the customer a fee to compensate Merlin Facilities Ltd for the written down value of the incomplete stock.

5.4 If you wish to return any goods you must notify Merlin Facilities Ltd and we will issue you with a unique RMA number if the return is authorised. Please note that you should not send any goods back until you have received this RMA authorisation number, otherwise we will be unable to process your return. Please follow all instructions that accompany the RMA number carefully.

5.5 Please note that software of any description is exempt from the Distance Selling Act, so before you open, use or register the software element of your ordered product(s), please check where it is possible to do so, that goods function correctly. Where it is not possible to ascertain the functionality of the goods without loading the software, please check with Merlin Facilities Ltd to see if the software is available in a downloadable format. If any returned goods are not faulty, and the goods contain software that has been opened, used or registered, a 25% fee will apply to compensate us for the loss of software element of the goods in question.

6.0 VAT, Import Duty and Other Sales Taxes

6.1 All prices listed on the site exclude VAT unless stated otherwise..

6.2 Under UK VAT rules, VAT is charged on all shipping costs including Royal Mail.

6.3 Our main VAT registration number is GB 939 0714 08.

6.4 Many countries charge duty on goods at the point of import. You should always confirm what the import tax and duties will be before placing your order, these charges will normally be accepted by the courier used to deliver your goods and passed on to you at the point of delivery. It is your responsibility to pay these charges. Please note this charge is levied by your government not by Merlin Facilities Ltd and we have no control over it. If you or someone acting on your behalf rejects the goods at the point of delivery then Merlin Facilities Ltd will charge you for all the associated delivery and administration charges.

7.0 Privacy

7.1 We do collect the information given at the time of your order. This information is not disclosed to any third party and is collected by Merlin Facilities Ltd. We do not store any credit card details.

7.2 We aim to offer a top quality service at the best price possible, to do this we need to reserve the right to change the above policies at any time.

7.3 All information is collected lawfully and in accordance with the Data Protection Act 1998.

7.4 If you wish to opt out of any postal marketing please email your details to

7.5 We can provide a full schedule of all information collected on an individual for a fee of £30.00; we will require significant proof of identification. In accordance with the Data Protection Act 1998 the information will be provided within 40 days of required level of identification.

7.6 If you have any questions about information privacy at Merlin Facilities Ltd please contact

8.0 Security

8.1 On order processing pages we use a 1024bit certificate.

8.2 If you have any questions about security at Merlin Facilities Ltd please contact

8.3 We will take all reasonable precautions to keep the details of your order and payment secure, but, unless we are negligent, we cannot be held liable for any losses caused as a result of unauthorised access to information provided by you.

9.0 Pricing

9.1 Whilst we endeavour to ensure the prices on our website are as accurate as possible, we reserve the right to change a price in exceptional circumstances. If a price is corrected due to exceptional circumstances, customers will be informed of the change before payment is processed and offered the opportunity to cancel the order.

9.2 Prices on orders for out-of-stock or pre-release items are valid for one week after the order is placed. If the price changes when the stock becomes available customers will be informed of the change before payment is processed and offered the opportunity to cancel the order.

10.0 Installation of equipment

10.1 Installation of equipment including car kits must be carried by a suitably qualified professional technician. Merlin Facilities Ltd cannot be held responsible for any costs associated with the installation or subsequent removal of equipment.

11.0 General

11.1 The use of our site and any contracts formed are governed by English law.

11.2 We shall not be responsible to you whether in contract, tort (including negligence) or otherwise for incidental, special, indirect or consequential loss or damage, any loss of profit (direct or indirect), loss of sales, loss of goodwill or reputation, loss of business, third party claims, pure economic loss arising out of or in connection of the performance or non performance of our obligations under these terms and conditions including such damage as may be reasonably foreseeable at the date you order the goods.

11.3 Nothing in these terms and conditions shall exclude or restrict our liability for death or personal injury caused by our negligence.

11.4 Our liability for any claim for loss or damage shall be limited to the sum paid by you for the goods.

11.5 A person who is not a party to these terms and conditions shall have no right to enforce any term under the Contracts (Rights of Third Parties) Act 1999.

11.6 If any provision of these terms and conditions is found to be invalid or unenforceable by a court the invalidity or unenforceability of such provision shall not affect the other provisions of these terms and conditions.

11.7 We may assign or transfer any of our rights or sub contract any of our obligations under these terms and conditions to any third party.

11.8 You may not assign or transfer any of your rights or sub contract any of your obligations under these terms and conditions except with our specific permission in writing.

11.9 We reserve the right to change these terms and conditions from time to time and any such changes will be communicated on our website.

11.10 There are from time to time links on our website to third party websites which we believe may be of interest to you. We do not have any control over the content of these websites nor can we be liable in respect of anything contained on these websites.

11.11 These terms and conditions govern the entire trading relationship between you and ourselves and will remain in force for the duration of our trading relationship.

11.12 All intellectual property rights (including use of trade marks) shall be solely owned by us. You are permitted only to use material on this website as expressly authorized by us or our licensors.

11.13 Any unauthorized use of material on this site is strictly prohibited.

11.14 These Terms and Conditions supersede all previous Terms and Conditions, representations, undertakings and agreements (updated January 2012).

12.0 E&OE

12.1 Errors and omissions must be excepted.

The above policies are part of our commitment to high quality service. They do not affect your statutory rights as a consumer.